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What kind of evidence do I need to provide for different claims?

What kind of evidence do you need to provide for different claims?

Item not received

a) If package was intercepted by Customs, and are therefore unable to be received. Buyer should provide a letter sent from Customs as evidence on interception. Please provide us with a photo of the notice letter. Here is an example:



b) For buyers who have found a valid tracking number for their items, but have not yet received them, DHgate will have the seller provide evidence to confirm that the tracking number is for your items.

c) If package is not received due to an invalid tracking number If it is an invalid tracking number after 5 days we will provide a refund.


Item not as described

Materials not as described

1. If item’s materials are not as described, please provide the photos of the item(s) you received to us. If your item is dress and it goes with a tag, please take a photo to show the tag (must be clear and show the dress you purchased), so we could check the composition of dress.




2. If the items are wedding dress, please take a clear photo of your dress under natural light. Generally we can distinguish whether the material is silk fabrics or yarn.




3. If your items is sexy doll and the described material is not plastic, please make the doll inflated and
take a photo for us, you can also take a screenshot of the advertisement regarding materials in your order:






4. Take a clear photo if your items are jewelries, illustrate your photo is much better:



5. If other products, such as electronics, stainless steel, please provide a professional test report by the third party ( English version of the report is required), here is an example:



Color problem:

1. If you had communicated with your seller about the color before shipment and the seller agreed your idea, please provide us with screenshot of chat record between you and your seller; and please take a clear photo of what you received under natural light, so we can check whether the seller sent wrong color to you.





2. If no communication with your seller before shipment but you had actually leave requirements or comments when placing your order, please take a screenshot of your order as the following example, also, a clear photo of your items is required.




3. If there is color difference, please take a clear photo of what you received under natural light, photos which were taken under light or dark environment will be invalid.



Used items

If you think the items are used and not new, please take a photo like the following example and mark the parts which seems “used”.




Brand problem or imitation:

1. If the item you received is imitation or fake, please take a clear photo and it’s better to circle the fake parts compared to a real one.



4. If the brand of items infringes any copyright and you have received some documents from the legal brand company, please send your documents to Dhgate and we will do further check, here is an example:



Received well, but need to return:

If you are not satisfied with your items and thus want to return for a full refund, please specify the exact reason.

Not satisfied with seller’s service：

If you are not satisfied with your seller’s service, say, the seller didn’t send out goods as per your requirements, please take a screenshot of your chat record or message as proof, or tell us directly.

Missing items:

Please send us the following evidence to us if you found missing items in your parcel:

1. take a photo to show all of what you received, please make sure one picture including all items.
2. Send us weighing photo as showed below.
3. Make a video to show us the whole process of opening box and checking the quantity ( very important, need to prepare before opening your box), if you didn’t prepare a video to support your claim, please have a try to send us the above mentioned two points.

Example for point 1, take a video if you can’t make all the items in one picture.



Example for point 2, weigh your items, make sure your items and the weighing machine are shown in the picture:



（check example of how to take your video for opening box, the video can be found at www.dropbox.com/.......）

Damaged goods:

1. If more than one items were damaged, please show us all the broken items in one picture:




2. If the items is only one piece, please take a clear photo to show us the broken parts:




3. You can also circle the broken parts：




Size problem:

1. If your items are dress, please put your dress on a table and measure the bust, waist and length, don’t put it on because it can’t show the actual size of your dress:




2. Measure the size of your items with a tape or ruler and take a clear photo to show the size to us. Make sure the scales begins from 0 and 0 must be shown in your photo, or your evidence will be invalid.




3. If your items are shoes, please measure the bottom of your shoes with a tape or ruler, don’t try them on or neglect to show us the scale 0 in your picture.




4. If it’s a hat, measure the diameter of your hat like the following photo:



5. If your items is a watch, measure the diameter of your watch, please don’t send us a photo without measuring size:



Style problem

Send us clear photo to show the different parts or circle them:

Example 1：



Example 2：



Example 3：



Example 4：



Example 5：



Example 6：



Items can’t be used:

Generally, for all the items which can’t be used, especially electronics, please take a video to show us the testing process. Below are some common problems for cell phone or table pc:

Wifi:
If your cell phone doesn’t support wifi while seller’s advertisement says it does, take a video to show us the process of testing or find a same cell phone ( same brand, same style) to show us one support wifi and the one you received doesn’t.

Not enough storage：
Test the storage of your cell phone with a test software such as Antutu or z-device, and show us the whole process in your video.

Touch screen can’t be used or dosen’t work well：
Take a video to show us.

Can’t be started：
Make a video to show us the testing process, make sure to show us that you had put battery in your cell phone and the cell phone is charging or connect to electrical source.

Can’t be charged：
Make a video to show us the cell phone can’t be charged. Make sure to show us that you had put battery in your cell phone and the cell phone is charging or connect to electrical source.

SIM card can’t be read：
1. Make sure your net supports SIM card;
2. Take a video to show us the process of putting SIM card into your cell phone and show us the signal mark after starting up the phone.


最後更新：2017-05-22 21:34:59

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