How To Cancel DHgate App Order Before Shipping - Customer Services Guide

Source: DHgate, Tag: E-Commerce Tips

DHgate allows buyers to cancel their orders before the seller or supplier starts shipping. Find out how to cancel your order on DHgate.com.

• When you cancel your order it sends a request to the seller. Some may have no problem and let you cancel, some may have problems with this, but they also must comply. You can be sure that if they do not agree to cancel your order, DHgate will refund you 100% of your payment.
  If you don't want to keep something you've purchased from the DHgate App, you can cancel an order before it ships out. However, you should know how to cancel an order on the DHgate app for you to do that.

• You might accidentally place a wrong order, or you might have placed the right order but you later change your mind to buy the item. In either case, you will want to cancel it before it is shipped. There could also be other unexpected reasons that make you want to cancel the order. Whatever the reason, DHgate allows users to cancel their orders before shipment is done.
  Try to contact the seller directly through the message centre, especially if you have a reasonable explanation for cancelling. If you can't get in touch with the seller or your situation makes it impossible to cancel your order, contact Customer Service.
  If you're able to reach the seller, they may be able to cancel your order before it's shipped. It's always better to let them know ahead of time why you're cancelling so they can understand and prevent problems in the future. After all, they want you to be happy with their service.
  Cancelling an Order using a Mobile Phone or Desktop
  If you are a Dhgate App user, you might want to cancel your order before the seller ships it out. While on mobile phones, the procedure is pretty straightforward: You need to go to "My Orders" and click "Cancel Order".
  However, if you're using a PC or laptop, the process is a little bit different but not complicated. Just navigate the site to "Customer Service Center".
  Next, click on "Dispute Management". Then on the new page, you'll see all the orders that you have yet to receive. Select the specific order or orders you would want to cancel and then select "Request To Cancel".
  Now fill-up the form and submit it. Once submitted, wait for Dhgate's customer service representative to contact you in 24 hours. If you are having any problems with this process, please feel free to contact us.
  Cancelling Order on DHgate App – Steps to Follow
  After you place an order, you can cancel it before the seller starts preparing it for shipment. However, once the seller begins preparing your order for shipment, you will not be able to cancel it. If you have a question about cancelling an order or if your cancellation request is not accepted by the seller, please contact Customer Support.
  When cancelling an order, please note that your refund may take up to 7 working days to appear on your account statement.
  Here's how to cancel an order on the DHgate app before shipping, it's easy.
  Step 1: Go to the DHGate app and sign in
  Visit the DHgate website on your mobile phone and sign in with your account details. If you are using an Android phone or iPhone, go to the DHgate app and sign in. The same can also be done on iOS. The app is available on both Android and iOS and you need to download them from their respective stores.
  Step 2: Go to the order list by Clicking on the Menu Icon
  From the home page, with all your recent orders, select the three horizontal lines icon in the top left corner. Doing so will take you to the order list. Look for the menu icon, which is on the top left side of your screen. Click on that menu icon to access the full list of all your orders. If you had placed multiple orders but you only want to cancel one, you will be able to select that one order that you would want to be cancelled before it is shipped.
  Step 3: Select "My Orders"
  From the dropdown list. Find the item you wish to cancel and select it. At the bottom of the page, there is a button labelled "Cancel Order", go ahead and select that.
  Step 4: Select “Yes” from a Dialog Box
  Now, a dialogue will appear asking if you want to cancel your order, select "Yes".
  Step 5: Select an Appropriate Action from the Two Options
  You will then be taken to a new screen with two options: "Contact Seller" and "Cancel Order". There is no need to click on "Contact Seller". Instead, choose "Cancel Order".
  Step 6: Select a Reason for your Action
  Clicking on “Cancel Order” will take you to another page where you need to select a reason for cancellation.
  Step 7: Confirm your Cancellation Request
  After stating the reason or reasons for your decision to cancel the order, another dialogue appears asking if you are sure you want to cancel your order, again, select "Yes".
  In case you have changed your mind and you don’t want to cancel your order, or if you were just doing this with me to learn how to cancel an order on the DHgate app with no intention to cancel any order, simply select “I don't want it anymore” and click on submit.
  If you click “Yes”, it means you have confirmed your cancellation request. You will now see a page that says your cancellation request has been submitted, but you need to wait for approval from the seller before it is finalized. This process can take up to 24 hours.
  That's how to cancel an order on the DHgate app. Once you are done, DHGate will send you an email notification once your order is cancelled. Note that this email also contains your refunded amount You will also receive a notification providing an estimated refund date. The date is estimated because it could take some time for funds to get back to your bank account.

• Terms and Conditions for Order Cancellation
  It is never the best experience for you to receive goods that are not what you want or you don't need anymore.
  As a result, many people would like to cancel the DHgate app order before it is shipped out. While we have already shown you how to cancel an order on the DHgate app, we also want to share with you some terms and conditions that guide the whole process. But before we step into the details, let's see how long it takes for Dhgate to ship your items out.
  According to Dhgate's policy, sellers have 3 working days to process your order after receiving your payment. Then they have another 7 working days to prepare and pack your items. This includes the time needed for quality control and inspection of goods etc. Finally, the shipping company has another 5 working days to send your items out. So in total, it will take 15 working days – excluding weekends – before your order is shipped out at the earliest. If you happen to cancel your order during this time frame, there shouldn't be any problem at all.
  Now, let’s get into the terms and conditions. There are some terms and conditions that Dhgate follows when it comes to cancellations. These are:

  • You can cancel your order within 24 hours of purchasing it and get a full refund of the money.

  • You cannot cancel orders that have already been shipped

  • You cannot cancel orders that have already been delivered

  • If you want to cancel a custom-made product, you can only get 80% of the payment back because it is designed specifically for you and not available for resale by the seller

• What to do before Cancelling the DHgate App order
  In this section, you can find some of the most important things to do before cancelling your order:

  • Confirm that the order hasn’t been Shipped

• Please note that you cannot cancel an order after it has been shipped or marked as received by the buyer in the app. In such a case, you will have to wait until you receive the order so you can return it for a refund. So, if you are going to cancel the order, please do it as soon as possible. If your order has been shipped out and you want to cancel it, please don't hesitate to contact the seller for help.
  If you cancel your order after the seller has shipped it, then you will receive a partial refund, depending on how far along the shipment is and whether or not the item has been delivered to you. DHgate may also charge a cancellation fee.

  • Always Talk to the Seller before Taking an Action

• In most cases, the seller will be willing to help with any issue. For instance, if you had placed a wrong order, you may talk to the seller to find a way forward instead of cancellation. The seller may advise that another order with the same price tag as the one in question be shipped instead.
  You may decide to cancel the order because it is taking longer than you expected to ship. I would actually advise against cancelling your order before you talk to them first. They may have a reasonable explanation as to why they didn't ship yet. This is especially true if you ordered on a weekend or holiday when most businesses are closed.
  Also, if the seller is cooperative and willing to help, you can ask him/her for a partial refund as compensation because, in DHgate System, it will be taken as "Return & Refund"). Or if you still want the item, please contact the seller for further discussion with him/her.

  • Only File for Dispute if the Seller is not Cooperating

If the seller refuses to cooperate after you send him/her a message several times, please click the "Open Dispute" button to open a dispute in the DHgate system and their professional customer service team will assist with your issue.
Please note that there are 2 reasons why sellers refuse to accept your cancellation request. The first reason is that the order has been shipped out. The second reason could be that the delivery time is less than 7 days. For the first reason, you need to contact the seller's CS team for help because they cannot cancel a shipped order in the DHgate system anymore. For the second reason, we suggest you directly open a dispute in the DHgate system because the processing time of cancellation requests is 7-12 working days, which will be beyond the delivery time. If you have any other questions about cancellations, please feel free to contact the platform’s customer service.
Frequently Asked Questions
Is it Possible to Cancel my Order After Payment?
Cancellation of orders is permitted before shipment. You can contact the seller and see if they will allow you to cancel your order. However, not all sellers permit cancellations. If agreed, the seller will give you a cancellation number for you to use on the Order Details page.
Will I be refunded my Money after Canceling the Order?
Refunds are issued immediately after the cancellation but may take 5-10 business days to arrive in your account.
Can I Cancel a Part of my Order?
Yes, you can. All you need to do is cancel the items that you don't want and place a fresh order for the items that you wish to buy. The cancelled items will be refunded into your wallet.
When does the Seller Start Processing my Order?
Sellers will begin to process orders once payment is completed.
How Long does it Take for the Seller to Dispatch my order?
The seller will dispatch your order within 2-7 business days after payment has been completed. We recommend that you contact the seller directly if there are any delays in processing times to avoid any unnecessary disputes.
How do I cancel my Dhgate app account?
You can contact the Customer Service team directly by logging into your account at Dhgate App. The Customer Service team will answer any questions you may have about cancelling your account.
Conclusion
We have just demonstrated to you how to cancel an order on the DHgate app. If you have placed an order on DHgate but decided to cancel it before the seller ships it out, you can easily cancel your purchase without any problem.