Cancellation and Dispute

Cancellation and Dispute - FAQs

1. What is the dispute process?

   You may have dispute for your order. Here are the dispute process.

   

   Note:Escalation Timeframe:(The reason is that the item not received)1. VIP Buyer: from the 3rd to the 30th day since the return and refund has been opened.2. Regular Buyer: from the 5th to the 30th day since the return and refund has been opened.3. System escalated: the 30th day since the return and refund has been opened.If seller responds your request but cannot make an agreement with you, dispute (item not received as described) will be escalated to DHgate Resolution Team after 10 days (the dispute is that the item not received after 30 days). You can also escalate it manually.                          

   

    

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2. Why can't I open a dispute?

   1.This order has not reached the opening time, please refer to When can I open dispute? for details.

   2.A dispute has been opened before for this order. Please note that a dispute can only be opened once for an order.

   3.For order which been click "Item has been received" button by customers, it cannot be filed dispute under" Item not received".

   4.For order which been filed charged back by credit card company, it will not be allowed file dispute.

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