Dispute At DHgate: Solutions To All Your Questions

Source: DHgate, Tag: Everything about DHgate

Want to shop at DHgate? Find out how China's largest e-commerce platform handles customer disputes and forms solutions to your issues.

We at DHgate strive to make a smooth and hassle-free process of buying for our customers. For this, we have added best-in-class features on our website platform: from searching the desired product to tracking or tracing the status of delivery of these products.
However, there can arise a situation where you can face problems or delays from the suppliers' side. You do not need to worry about an issue on DHgate. We got you all covered. You can always utilize our dispute resolution system to get rid of these circumstances.
In this article, we discuss how to open a dispute at our platform, the process of getting through it, and how you can avoid these disputes in the first place.

The Basics of Dispute Resolution on DHgate
Disputes on our platform arise from customers' return or refund requests if they are not satisfied with the product they received or when they did not even receive the product. There are the things that you need to know about the dispute process:

Opening A Dispute
When can you open a dispute?
You can open a dispute from 5-90 days after the seller has shipped the product:

• • 5-90 days (UPS, FedEx, TNT, DHL or USPS)

  • 7-90 days (EMS, E-packet or E-quick)

  • 10-90 days (Regular Post)

How to open a dispute?
You need to follow these easy steps to open a dispute:

• • Log in into your DHgate account and search for your order

  • Click ‘Open a dispute’ and submit the reason

  • Select if you want to get a refund/return the product/replace the item

  • Confirm and Submit

After Opening The Dispute
What should you do after opening a dispute?
You can track the status of the dispute by opening the “View Dispute Details” on the “My Orders” page. After filing the dispute, you should communicate directly with the seller to reach an agreement.
What should you do if the agreement is reached with the seller?
If you have agreed with the terms presented by the seller or vice versa, please honour the details that were agreed upon during the negotiations.
What if the agreement is not reached with the seller?
In case an agreement can not be reached within five days of opening the dispute, you should request our mediation by clicking on “Request DHgate Mediation”. Within three days, you are expected to send us evidence regarding the dispute.
What process should you follow after requesting mediation from us?
After you reach us for the mediation for dispute between you and the seller, the due process that is given is as followed:

• • After reaching for mediation, you are expected to tell us the reason and solution that you want.

  • Within three days of the dispute, you are supposed to upload evidence that you possess.

  • Please wait for our verdict. We generally arbitrate the case within five days after assessing the evidence from both sides.

How to upload and send evidence to us?
To send us the evidence, follow the steps described below:

• • Sign in to Dropbox

  • Click on the “Upload” (paper document) icon on the right side

  • Click on “Choose Files” and select the image of the evidence

  • Click “Done” and copy the link

  • Please send us the link on DHgate messaging services

Is there any specific requirement for submitting the evidence?
Yes, you need to follow these requirements when uploading the evidence:

• • You can only upload four files

  • If you want to upload more than four files, please merge them

  • Only these formats are acceptable: JPG, GIF, RAR, PDF, DOC, DOCX, and TXT

  • Each file must not exceed 5MB

After The Dispute is Closed
What if you are not satisfied with the result of dispute resolution?
A dispute is closed within ten days of opening it. However, if not satisfied with the result, you should new evidence, contact the Dispute Analyst or Online Service to file an appeal.
How To Avoid Disputes on DHgate
There can arise logistical delays for some unavoidable reasons like natural accidents and holidays. In some cases, logistical errors can also take place, which we strive to minimize. Not just that, we try to find novel and better solutions to eradicate these problems.
However, you can also take some simple steps to make sure that any avoidable dispute does not occur:

• • Please use our messaging or chat service to stay connected with the seller.

  • Convey the details of the order once again with the seller. So that the possibility of error can be eradicated.

  • Ask for confirmation from the supplier before they dispatch your order.

  • Ask for the shipment details like the tracking number or the package identity number. This will enable you to track the item(s) of your order on a real-time basis.

  • Clear all the details regarding the payment of additional charges like customs and import duty.

  • Most importantly, do not transfer the payment of the order directly to the seller’s bank account. We withhold the payment of the sellers until your order is shipped safely to your doorstep.

Hassle-Free Dispute Resolution System: Because We Care For You At DHgate
DHgate can boast of one of the most user-friendly dispute resolution programs with at least 99 per cent success. We strive to make it even better so that your buying experience with DHgate can be hassle-free and smooth. In addition, DHgate tries to follow the policies and adopt procedures that can ensure that the disputes do not arise in the first place.