DHgate buyer help center
Official guidance on seller messages, tracking, Return & Refund complaints and escalation.
English buyer guidance. Some interface descriptions may differ from the current app; confirm available actions in your order.All brands
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DHgate support & feedback
DHgate: seller messages, shipping and buyer disputes. Find official help and share feedback with JetonTrack.
JetonTrack is an independent communication service. This guide does not imply a partnership or official representation. Refunds, repairs and other outcomes are decided by the relevant company.
Who can help with what?
DHgate sellers supply the goods, while the platform provides order complaint and escalation routes. Keep specifications and quantity agreements in the order record. Use the current account options and transaction terms rather than relying on a separate seller promise.
Official service channels
Use the official service for your country and purchase channel. Some pages require sign-in or JavaScript.
Sources checked:
Common after-sales questions
Practical starting points based on official service information. Confirm the current policy in your order or local support page.
My DHgate quantity, size or specification differs from the agreement. What helps?
Compare the listing, seller messages and order specification against what arrived. Record the exact quantity or variant affected, with label and packaging photos, and raise the relevant order complaint instead of relying only on chat.
The DHgate seller has not resolved my complaint. What should I check?
Open the existing Return & Refund record and check its current response and escalation options. Keep your evidence and requested outcome together; ask DHgate support about the next available review stage without closing an unresolved case on a promise.
How do I get the correct return instructions?
Start from the original order and ask support to confirm item eligibility, the approved address and any label. Keep the authorization and dispatch receipt; do not use an address from the outbound parcel.
My return arrived. How do I follow up on the refund?
Provide the return reference and carrier receipt. Ask support to distinguish warehouse receipt, inspection, refund approval and payment destination. A delivery scan alone does not confirm that money has been returned.
Before you contact support
- Order or receipt, purchase country and original seller.
- Item reference, quantity and clear photos of the item, packaging and label.
- Package references, seller messages and screenshots of the relevant listing or order status.
- Return approval, assigned label or address and dispatch receipt, if applicable.