How Do I Return an Order to Dhgate?

Unfortunately, you may run into a situation with an order from DHGate that leads to you returning the package. here's some helpful tips to assist you.

Nov 14, 2019

DHGate is an online retailer that mainly provides a platform for businesses to sell to other business. The Chinese company also delivers these products to any location on the planet.

Unfortunately, you may run into a situation with an order from DHGate that leads to you returning the package. When you return an order to DHGate, you can either get a refund for the purchase or get a replacement. However, DHGate has certain terms and conditions for returning any of their orders.

You can return an order to DHGate if the package has an invalid tracking number, if the item delivered was not as described or if the order was received but there is still a need to return.

Invalid tracking number

If there is no tracking information about your order on the shipping courier's website, you can open a dispute and request a "Return and Refund" with the reason being "Invalid tracking number".

If the tracking number is present but the delivery information does not match that given by the buyer or the buyer does not provide any shipping documents, you can initiate a return.

Items not as described

If the items in your order are not delivered as described for example if they are having performance of quality issues, you can return the order. You can also return the order if the items are damaged or defective.

You should return an item to DHGate if the specifications of the item do not match the description on the website. If the number of items in the delivery are not the number you order, a return is warranted.

Received well but need to return

You can return an order that is correctly delivered if it has a guarantee for example a 7 day guarantee where the package should be returned in 7 days of delivery.

Items that are delivered in time and are in good working condition can be returned if the buyer realizes it is a counterfeit good or if does not serve the purpose described.

Returning the order

To return an order to DHGate, you will have to first open a dispute on the site. The time frame you have for opening a dispute will depend on the courier through which the order was shipped.

Moreover, the manner in which you open a dispute will depend on whether you dispute the charge via PC or the mobile app.

To open a dispute through via a computer:

  1. Launch your web browser
  2. Open the DHGate website and log in to your account
  3. Select "My DHGate" on the top right corner of your account's homepage
  4. Select "My Orders" on the next page
  5. You should see a "Search My Order" tab with empty fields below it. Type your order number. If the order status is "Item being processed," click the "Request Refund" tab at the bottom right part of the page. If the order status is "Pending Delivery Confirmation," click the "Open a Dispute" tab. If the order status is "Buyer Accepted Goods/Payment Released," select the "Open an After-sale Dispute" tab.

It is crucial to note that you can only open a dispute through DHGate's app if the order status is "Pending Delivery Confirmation" which is done by the following steps:

  1. Open the DHGate app in your mobile device
  2. Click "Account" on the bottom right corner of your account page
  3. Select "My Orders"
  4. If the order status is "Pending Delivery Confirmation" you should see a "Return and Refund" tab. Click it to open a dispute and get a refund for an unwarranted charge

If there are any issues returning the order to DHGate, you should contact DHGate customer service and ask them to mediate. You can find the DHGate contacts on GetHuman.

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Adam has been tirelessly trying to help customers find the best tips and tricks to get through phone trees and writing many guides for prickly customer service problems. He's been featured in the Wall Street Journal, Inside Edition and Bloomberg.
How Do I Return an Order to Dhgate?

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