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FAQS about Dispute Process

What should I do if the item is not received or not as described?



What can I do if I accidentally agreed on the proposal or reached wrong agreement with the seller?
Firstly, contact the seller to reach new agreement via Dhgate message.
Secondly, contact DHgate Resolution Center to provide your new agreement with the seller, resolution team can facilitate it for you.


 Why I cannot open "return and refund" or “after-sale” dispute?
There are two reasons that you cannot open dispute.
1. Policy reasons
  • Goods are personal products. Dispute cases could not be opened after 7 days from the date the buyer received the item(s), such as underwear, wedding dress, etc.)
  • Custom-made products without after-sale service terms set by the seller
  • Dispute timeframe, Dispute with the reason “not received the items”, “package on the way”, “goods was inspected by customs” cannot be opened until the stipulated time
  • Order has been closed and the payment has been released to the seller, you cannot open dispute now. Any questions, please contact with the seller.
2.Technical problem
The browser you used does not support this feature, please replace the browser and try again.

When the Dispute Analyst contact with me and how can I contact my Dispute Analyst?
The representative will contact with you within one day from the time you escalated the dispute to DHgate successfully.

If you want to contact dispute analyst, please sign up your account and Message DHgate (choose About dispute in DHgate).

How can I get the update of my dispute?
1.    Log in your DHgate Account and find the column "My Orders"
2.    Click “Dispute Orders” and find the relevant order

When can I get the update of my dispute?
The dispute analyst will contact with you within 24 hours after you request Dhgate mediation.

How can I get my return shipping cost assured by seller or dispute analyst?
If the agreement is the seller shoulder the return shipping cost or dispute analyst arbitrate that the seller shoulder the return shipping cost, you should prepaid the shipping cost and provide the invoice and shipping documents to DHgate, so our dispute analyst will deduct the shipping cost from the seller’s account and apply to you.


When will the case be resolved?
Dispute analyst will make arbitration based on the collected evidence provides by both sides. And normally we’ll arbitrate the case within 10 days from the date the case escalated to DHgate.
Supportive evidence is very helpful to shorten the handling time. Here is a link to show the supporting evidence for different claims:
https://help.dhgate.com/help/buyerhelpen.php?catid=3303&artid=BD4E28A5B7AEEB64E04010AC0B647863&language=en


What can I do if I am still unsatisfied with the replacement item(s)?
Make sure not click “Replacement Items Received and please message DHgate immediately (choose "About Disputes in DHgate & Credit Card institute "). We’ll try to help you resolve the issue.


What should I do if I cannot reach an agreement with the merchant?
The process after opening a dispute:

Once you have opened a dispute for an order, you will only be able to find the order on the “Refund & Dispute” page. Click “View Return & Refund” to check the progress of your dispute. In the process, DHgate is unable to mediate your dispute until after 5 days. So we suggest you communicate with your seller for the time being.




  • If the seller does not agree, you can provide a new proposal and continue communicating with him to reach an agreement.
  • If the seller provides a new proposal, you can click “I agree” or “I don’t agree” in your account.
  • If you can’t reach an agreement within 5 days, we suggest you request DHgate mediation by clicking "Request DHgate Mediation" in your account. Click Here to check the video.



最後更新：2017-05-22 21:35:25

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