Quick answer
To request a refund or after-sales help in the DHgate app, open the specific order in your account and review the options currently shown for that transaction. If the item has not arrived, arrived damaged, is incomplete, is the wrong variation, or differs materially from the listing, keep your messages and evidence inside the app and submit the request through the order record.
Do not assume that every order has the same refund button, return option, deadline, seller-response process, or outcome. Available after-sales, refund, return, dispute, support, and escalation options can depend on the order status, product type, destination, payment method, and DHgate’s current terms.
Important: Do not send an item back, close an open dispute, or move payment or important communication outside the platform before you understand the instructions and options shown for your specific order.
First, identify the type of order problem
A refund request can mean different things depending on the order status and the issue you are experiencing. Before opening an option in the app, identify which situation most closely matches your order.
- The order has not shipped and you want to cancel it. This is generally an order-cancellation question, not a return after delivery.
- The order has not arrived. Review the tracking information, delivery status, and currently available support option in the order record.
- The item arrived damaged, incomplete, incorrect, or materially different from the listing. Save evidence before discarding packaging, using the item, or changing its condition.
- You have already opened an after-sales request or dispute. Review the current case status and any proposal shown in the order record before changing or closing the case.
- You changed your mind about the purchase. Personal-reason requests may not be handled in the same way as damaged-item, missing-item, delivery-related, or item-not-as-described cases.
Choose the reason that accurately describes what happened. A clear, factual request is easier to review than a general complaint or a reason that does not match the evidence.
What to save before opening a refund request
Evidence is easiest to collect before the listing changes, the package is discarded, or the item is used. Save the information that shows what you agreed to buy and what happened with the order.
- the product title, photos, full description, selected variation, price, and shipping information;
- the size chart, product measurements, material details, or included-items list where relevant;
- messages exchanged with the seller through DHgate;
- the order confirmation, tracking history, and delivery notices;
- photos of the outer package, shipping label, internal packaging, and item received; and
- clear photos or video showing any damage, missing item, wrong variation, or difference from the listing.
If the item does not match the listing, make the comparison clear. Save the relevant listing detail and show the received item from a similar angle. Explain the exact difference in factual language.
How to request a refund or after-sales help in the DHgate app
Start from the specific order in your DHgate app account. App navigation, labels, and available buttons may change over time, so use the option displayed for your own transaction instead of relying on an old screenshot or a fixed menu path.
- Open the DHgate app and sign in to the account used for the purchase.
- Go to your orders. Look for an area such as My Orders, Orders, or the account section that displays recent purchases.
- Open the affected order. Confirm the seller, item, selected variation, price, delivery status, and order number before taking action.
- Review the available order options. Depending on the order, the app may show an after-sales, return, refund, dispute, support, or contact option.
- Select the reason that best matches the issue. Use a factual reason such as item not received, damaged item, missing item, wrong item, wrong variation, or item materially different from the listing.
- Describe the issue clearly. State what the listing said, what you received or what happened with delivery, and the specific difference or problem.
- Upload relevant evidence. Include package photos, item photos, video where useful, listing screenshots, tracking information, and platform messages that support your explanation.
- Submit the request and monitor the order record. Check the app for messages, proposals, evidence requests, and any further action shown for that specific transaction.
Practical rule: Keep the request concise and evidence-based. Focus on the order facts: what was promised, what happened, and what proof demonstrates the issue.
How to write a clear refund request
A short explanation that matches the evidence is more useful than a long emotional complaint. Use the listing details and your order record to describe the issue.
You can use this format:
The order shows [selected variation, color, size, item, or listing detail]. I received [what arrived or what occurred]. The difference is [specific issue]. I have attached [photos, video, listing screenshot, tracking record, or message history] for review.
Examples:
- “The order shows blue, size 39. The item received is black, size 38. I attached the order detail, product label, and photos of the item.”
- “The listing states that two items are included. The package contains one item. I attached photos of the package contents and the saved listing detail.”
- “The item arrived with visible damage. I attached photos of the unopened outer package, shipping label, packaging, and damaged component.”
- “Tracking shows a delivery status, but I did not receive the package. I attached the tracking history and the order delivery information.”
What to do if the app does not show a refund option
If you do not see a refund, return, dispute, or after-sales option, do not start an unrelated request outside the order record. First review the details shown in the specific order.
Check:
- the current order status;
- whether the order is still processing, shipped, delivered, or already in an after-sales workflow;
- any notices, timing information, or available actions shown in the app;
- whether there is an existing message thread, request, proposal, or case connected to the order; and
- whether the app provides a support or contact path for that transaction.
The available action may depend on the order’s current stage. Review the actual options displayed in your account and the current help information for that order before taking the next step.
When a physical return may be required
A refund request does not always mean you should immediately send the item back. Depending on the order and the options shown, you may be asked for more evidence, given a proposal, or provided with return instructions.
Before shipping anything, confirm through the order record:
- whether a physical return is required for the proposed solution;
- the return address and recipient information approved for that specific order;
- the shipping method, tracking requirement, and any labeling instructions;
- whether return-shipping responsibility is stated in the process;
- any action deadline displayed for the transaction; and
- what tracking number, receipt, or proof of shipment you need to upload afterward.
Keep the shipping receipt and tracking information until the case is closed. Do not send an item to an address that has not been confirmed in the order process.
What not to do during a refund request
- Do not move payment or important messages outside the platform. Keep the conversation connected to the order record.
- Do not discard the package too early. Packaging, labels, and inserts can help document damage, missing items, and delivery details.
- Do not alter, repair, resell, or heavily use the item before documenting the issue. This can make the arrival condition harder to establish.
- Do not close an open dispute just because a seller asks you to. Read the proposal shown in the order record and understand the result before changing the case status.
- Do not send an item back without clear instructions. An unapproved return can create avoidable problems with tracking, address verification, and proof of delivery.
- Do not assume every order has the same deadline or outcome. Review the current details shown for your specific transaction.
How to reduce refund problems before you buy
The easiest refund request is the one you do not need. Before paying, create a clear record of the listing and ask questions about any information that could affect your decision.
- Read the full listing instead of relying only on the title or first image.
- Compare product photos, specifications, measurements, colors, options, materials, and included items for consistency.
- Review recent buyer feedback and buyer-uploaded photos where available.
- Ask specific questions through DHgate about size, materials, selected variation, package contents, and shipping.
- Save screenshots of the listing, price, shipping information, seller messages, and selected variation before checkout.
- Keep payment and important communication inside DHgate so the transaction record remains complete.
For more guidance on evidence, returns, and unresolved refund issues, see How to Start a Return on DHgate and How to Request DHgate Help With a Refund.
FAQ
How do I ask for a refund in the DHgate app?
Open the specific order in the app, review the available after-sales option shown for that transaction, choose the reason that matches the issue, describe the problem clearly, and attach relevant evidence.
What evidence should I upload with a refund request?
Use evidence that directly supports the issue: listing screenshots, selected variation details, seller messages, package photos, product photos or video, shipping labels, tracking updates, and a concise factual explanation.
What if I do not see a refund button in the app?
Review the current order status, notices, existing requests, and options displayed for that specific transaction. Available actions can vary by order stage and the current platform interface.
Should I contact the seller before submitting a request?
Use the communication and support options available in the order record. Keeping messages inside the platform preserves a clear history that can be reviewed with the transaction.
Should I confirm receipt if there is a problem with my order?
Review the order details and available options first. If an item has not arrived or has an order-related issue, confirming receipt may affect the actions available in the app.
Should I send an item back immediately for a refund?
No. Do not send an item back until the order process provides clear instructions for that specific transaction. Confirm the return address, shipping method, tracking requirements, and any other instructions first.
Can DHgate guarantee that I will receive a refund?
No. A refund outcome can depend on the order status, issue reported, evidence available, any return arrangement, and DHgate’s current terms. Do not assume that a particular result is guaranteed.
Sources and further reading
- Can You Get Your Money Back From DHgate? Refund Tips — DHgate Blog.
- How to Check the Status of Your Dispute on DHgate — DHgate Blog.
- How to Cancel a DHgate Order Before Shipping — DHgate Blog.
- How to Cancel a DHgate App Order Before Shipping — DHgate Blog.
Editorial note: These sources provide general marketplace guidance. Available in-app labels, order options, evidence requirements, deadlines, return instructions, and outcomes may change and can vary by transaction. Review the information shown in your specific order record before acting.