If you and a seller have reached an agreement on a DHgate dispute, do not close the case immediately. First, open the specific order and review the dispute status, the agreement recorded in DHgate messages, any evidence already submitted, and the action currently available on the case page.
Important: closing a dispute is different from canceling an order, withdrawing a refund request, accepting a seller proposal, or confirming that a replacement has arrived. The labels and actions available for a dispute can vary by case stage, order status, account, location, and platform version. Read the confirmation text shown for your own order before submitting anything.
Quick answer
Close a DHgate dispute only when the issue is genuinely resolved and the agreement is clear in the order record or DHgate messages. If you are still waiting for a refund, return instructions, replacement, tracking update, seller response, evidence review, or platform decision, keep the dispute active. Do not assume that a closed dispute can be reopened later.
When closing the dispute may make sense
Closing a dispute may be appropriate when all of the following are true:
- The problem is resolved: You have received the agreed outcome, or the order record clearly shows that the agreed solution has been completed.
- The agreement is on DHgate: The seller’s proposal or the final terms are visible in the platform messages, order record, or dispute details.
- You reviewed the correct order: You confirmed the item, seller, order number, case details, and current dispute status.
- You understand the available action: You read the wording on the case page and the confirmation screen before choosing an action that closes, accepts, cancels, or otherwise ends the case.
- You saved key records: You kept relevant screenshots, messages, photos, videos, tracking information, and confirmation details.
If even one of these points is unclear, pause before confirming a closure action and keep the case record available while you verify the next step.
When you should keep the dispute open
It is usually safer to keep the dispute active when any of the following applies:
- You are still waiting for a refund, return instruction, replacement, or another promised outcome.
- The seller asked you to close the dispute before completing the agreed solution.
- The seller’s proposal is unclear, incomplete, or only discussed outside DHgate.
- You still need to upload evidence, respond to a proposal, review a case update, or request support.
- The order has a delivery, tracking, damage, missing-item, incorrect-item, or listing-description problem that is not yet resolved.
- You are unsure whether the action shown on screen will close the case, accept a proposal, cancel a request, or affect another available support path.
A dispute exists to preserve an order-linked record while an issue is unresolved. Do not close it simply because the seller promises that a solution will happen later.
How to review a DHgate dispute before closing it
- Sign in to your DHgate account and open My Orders.
- Select the exact order connected to the dispute.
- Open the available refund, return, or dispute details for that order.
- Review the current case status, latest seller messages, submitted evidence, and any proposal shown in the dispute record.
- Confirm whether the agreed solution has already been completed or is only a promise for a future action.
- Check the action available for your specific case. The wording may differ by case stage and platform version.
- Read the confirmation text carefully before selecting an action that closes, accepts, cancels, or otherwise ends the active case.
- Save relevant records until the issue is fully resolved.
DHgate’s published dispute guidance directs buyers to work from the order record and dispute details, communicate with the seller through the platform, and use the available case process when an agreement is not reached. Use the options shown for your own order rather than relying on an old screenshot or another account’s interface.
If the seller asks you to close the dispute first
A seller may ask you to close the dispute before providing a refund, replacement, return address, or other solution. Treat that request as something to verify, not as proof that the issue is resolved.
Before you consider closure, check:
- Is the proposed solution written clearly in DHgate messages or the dispute record?
- Has the refund, replacement, return instruction, or other promised outcome already been completed?
- Does the order page show a status that matches what the seller is saying?
- Would closing the case remove an active path you may still need if the seller does not follow through?
If the seller’s proposal is incomplete or not yet fulfilled, keep the dispute open and continue using the order-linked process. For more on this situation, see Seller Asked to Close a DHgate Dispute?.
If there is no close or cancel option
Not seeing a close option does not necessarily mean there is an error. The dispute may be at a stage where available actions are limited, the case may require a response or evidence, or DHgate may need to handle the next step.
Use this order of action:
- Check the current dispute status. Review whether the case is waiting for a seller response, buyer response, evidence, proposal decision, or platform review.
- Review the order-linked messages. Make sure any agreement, proposal, or condition is visible inside DHgate.
- Keep evidence available. Preserve photos, videos, listing details, tracking records, packaging records, and messages relevant to the issue.
- Use the support path shown for the order. If the next action is unclear, use DHgate’s signed-in support route and ask about that specific case.
- Do not force a closure. Keep the case active if the issue remains unresolved or the effect of an available action is unclear.
Do not confuse these DHgate actions
Close or cancel a dispute
This concerns an active case connected to an unresolved order issue. Before taking action, check whether the case is actually resolved and what the confirmation screen says.
Withdraw a refund request
This concerns a refund request that has already been submitted. The available action and consequences may differ from a dispute closure, depending on the order and case stage.
Accept a seller proposal
This means you are responding to a proposed solution. Read the proposal carefully and confirm whether it matches the outcome you actually agreed to.
Cancel an order
This concerns stopping the purchase itself, usually before the order moves too far into fulfillment or shipping. It is not the same as closing an existing dispute.
Records to keep before closing a case
Keep relevant records until the order issue is fully resolved:
- the order number, item details, quantity, seller, and purchase date;
- the dispute status and any available case history;
- seller messages and support conversations inside DHgate;
- photos, videos, screenshots, and packaging evidence where relevant;
- shipment notices, tracking details, return instructions, and delivery updates;
- the seller’s proposal and any agreed solution;
- screenshots of any confirmation screen before or after you submit an action.
Saving these records does not guarantee a particular outcome, but it helps you retain the information needed to understand the case history and use the available support process.
FAQ
Can I close a DHgate dispute after the seller replies?
Possibly, but a seller reply alone does not mean the issue is resolved. Review the order record, the seller’s proposal, the current case status, and the action available on the dispute page before you close anything.
Should I close the dispute if the seller promises a refund later?
Do not close the dispute solely because of a future promise. It is safer to keep the case active until the agreement is clear in DHgate and the promised outcome has been completed or the case page clearly explains the next action.
Can I reopen a DHgate dispute after closing it?
Do not assume that you can. Availability may depend on the order status, case stage, and the action taken. Read the information shown for your specific case before confirming a closure action.
What if I cannot find a close-dispute button?
Review the dispute status, order messages, and available support options. If no suitable action appears, use DHgate’s signed-in support route and ask about the next available step for that specific order.
Should I keep screenshots and evidence?
Yes. Keep order details, messages, seller proposals, photos, videos, tracking information, and any confirmation screens until the issue is fully resolved.
Next step
Open the affected order in My Orders, review the dispute details and recorded agreement, and close the case only when the issue is genuinely resolved and the confirmation text is clear. If anything remains incomplete or unclear, keep the dispute active and use the support path shown for that order.
Related reading
- Should You Cancel a DHgate Dispute? What to Check First
- Seller Asked to Close a DHgate Dispute?
- How to Withdraw a DHgate Refund Request
- How to Edit a Dispute on DHgate
For general background on the dispute process, see DHgate’s published guide: Dispute at DHgate: Solutions to All Your Questions. Available actions, wording, eligibility, and case steps can vary by order status and platform version.