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FAQs about Return & Refund(dispute)
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How should I cancel the order after making payment?
You should first find the order you want to cancel in your account and click “Leave Message” to communicate with the seller. If he agrees to return the money to you and clicks the button “I agree” in his account when you request refund, the system will automatically release the refund to you. More details>>
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How do I open a dispute if I haven’t received my order after a long time or the item I received is quite different from its description?
First, sign into your DHgate account and find the related order, then click “Leave Message” to communicate with the seller. If you reach an agreement with the seller including “Return”, “Refund” or “Item Replacement”, please follow the conditions that you’ve both agreed to. If not, you can apply for Return & Refund within the timeframe based on your shipping methods below (This period begins the days the seller provided the order tracking number).
If supplier sent the products by DHL/UPS/TNT/FedEx, you can submit an "Open Dispute" from the 5th day to 90th day after seller sent the goods out.
If supplier sent the products by EMS/SF, you can submit an "Open Dispute" from the 7th day to 90th day after seller sent the goods out.
If supplier sent the products by China Post/HK Post, you can submit an "Open Dispute" from the 10th day to 90th day after seller sent the goods out.
Please note that after 90 days, you will be unable to open a dispute.Learn more>>
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What should I do if the seller refuses or doesn’t reply to my proposal?
You can continue communicating with the seller and put forth a new proposal. If you still can’t reach an agreement after 5 days you have opened the dispute, you can request DHgate mediation for a solution. Learn more>>
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What should I do if the seller has put forward a new proposal?
If the seller makes a new proposal, sign into your account and click “I agree” or “I don’t agree”. If you do not agree to the seller’s proposal, you can make another proposal to negotiate with the seller. If you can’t reach an agreement 5 days after you opened the dispute, we suggest you request DHgate mediation for a solution. Learn more>>
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What do I need to do after i reach an agreement with the seller?
Once you and the seller have reached an agreement , you will both need to carry out the agreement strictly. If you need to return the item(s), you should provide the tracking number by clicking “Submit Tracking Number” in your account within 7 days. Learn more>>
If the seller has provided the tracking number for replacement item(s), you can sign into your DHgate account and track the delivery. Learn more>>
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What can I do if I am still unsatisfied with the replacement item(s)?
If the replacement item(s) you’ve received are still not up to par to the seller’s items described, or you do not receive the new items in the time agreed, please do not click “Replacement Item(s) Received”. In this situation, please Message DHgate(choose "About Disputes in DHgate & Credit Card institute "). We’ll try to help you resolve the issue.
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If the seller should pay the shipping cost for the returned item(s), how do I receive payment from the seller?
We suggest you pay for the shipping cost first, and Message DHgate(choose "About Disputes in DHgate & Credit Card institute ") to send the photos of the package tracking number, shipping label with the shipping cost. When your dispute has been resolved, we will release the money to you from the seller’s account.
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If I agree to pay for the shipping cost for replacement item(s), how do I give the money to the seller?
If you agree to pay for the shipping cost of replacement item(s), you should contact the seller to confirm the shipping cost after you have returned the item(s). Place a new order and ask the seller to change the price to the same amount as the shipping cost you had paid for the replacement item(s).
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How do I submit evidence for my dispute after I have requested DHgate mediation?
After you have requested DHgate mediation, please submit your evidence through your account within 5 days. Please click here to find out more about submitting evidence. Currently, DHgate only accepts the evidence provided online.
最后更新：2017-05-22 21:35:26