How do I let DHGate know about a missing delivery?

Introduction

At DHgate, customers can request a refund if the item they ordered doesn't arrive by the promised delivery date or is lost or missing. If it has been 8 days since the item was shipped, you still haven't received it, and no tracking information is available, you can notify DHgate by opening a dispute. Before doing so, it's best to contact the seller or the shipping carrier first about the status of the order. If the order is still missing, continue reading for step-by-step instructions on how to notify DHgate about a missing delivery and request a refund.

Message the Seller First

To see this option, you'll first need to sign in to your account and open the order. Log in, go to My Orders, and enter your order number. Once you're on the order details page, look for the Message Seller option to the left of the order number. Click Message Seller to inquire about the missing package. If the issue isn't resolved, consider contacting the shipping carrier.

Contact the Carrier

If the tracking status shows that the item has been delivered, try contacting the shipping carrier to find out where the package was left. You can also use your tracking number to track the shipment directly on the carrier's website, such as FedEx or UPS. Additionally, check with members of your household or your neighbors to see if they accepted the package on your behalf. If the package is still missing, consider reporting the missing delivery to DHgate by opening a dispute. To open a dispute, proceed to the next step.

Open a Dispute

If the package is indeed missing and you entered the correct shipping address, open a dispute to request a refund. To begin the process, click Open a Dispute and follow the on-screen instructions. You can find this option on the Order Details page, the same page where the Message Seller option is located.

Be sure to provide any supporting evidence, such as screenshots, to help DHgate review your claim. Once you've submitted the dispute, wait for DHgate to investigate the issue and notify you of the outcome. You can also track the status of your dispute or refund through your account, or wait for an email notification from DHgate.

Please note that you can only open a dispute 8 calendar days after the seller has shipped the item.

Select Refund Only

Choose the first option if you did not receive the product you ordered from DHgate.

Submit the Refund Request

Complete the refund request form and provide any supporting evidence to help DHgate review your claim. Be sure to include a detailed description of the issue. When you're ready, click Submit to send your refund request for review.

Conclusion

After submitting your dispute about the missing delivery, you can view its status by signing back in to your account, opening the order, and clicking View Dispute Detail. If the seller agrees to the refund, DHgate will complete the refund process within 2 business days. You should receive your refund within 7–15 business days, depending on your original payment method. If the seller doesn't agree to the refund request, you may be able to request DHgate mediation. Do you still have questions about reporting a missing order to DHgate or requesting a refund? Contact Customer Support today.