Steps to Cancel Your Order and Request a Refund

DHgate Shopping Guide: Easily cancel orders and request refunds

Online shopping has changed our shopping method, and you can easily place an order to buy products without leaving your home. But sometimes for various reasons, such as changing your mind, changing address, etc., you may need to cancel your order and apply for a refund. This article will introduce the DHgate order cancellation and refund process in detail.

Detailed explanation of the order cancellation process

DHgate’s order cancellation process is designed to ensure customers have a smooth shopping experience, but understanding the process steps, restrictions, and factors that affect disqualification is crucial.

• When can I cancel an order?

It is beneficial to both buyers and sellers to cancel orders as soon as possible. If you find that the order is incorrect, please cancel it in time when the order is displayed on the "My Order" page. Once the item is marked as shipped, canceling the order will be complicated and you may have to wait until the shipping process is over before you can request a refund.

• Steps to cancel an order

1. Log in to your DHgate account: Go to the My Orders page to view your order list.
2. Find Order: Find the order you want to cancel.
3. Apply for cancellation: Click the "Apply for cancel order" button. You may be asked to choose a cancel reason, such as a change of mind or an order error.
4. Waiting for Seller Approval: Next, the seller needs to approve your cancellation request, which is usually approved directly if the order has not been shipped yet.
5. Refund processing: After the seller confirms the cancellation, DHgate will start the refund process. The refund time depends on your payment method and usually takes several working days.

• What if the seller refuses to cancel the request?

If the seller has started preparing for the shipment or has paid for the sales-related fees, they may refuse to cancel the order. In this case, you can submit this dispute to DHgate's Dispute Resolution Center. But if the item is ready for shipment, DHgate will usually support the seller.

• Refund after cancellation of order

After the order is cancelled, DHgate will initiate the refund process. Refund time is usually made within 3 to 20 working days, depending on your payment method. You can check the refund progress through your DHgate account.

Refund application steps

Cancelling an order and applying for a refund at DHgate is very convenient, but knowing the detailed steps can ensure the process is smooth and fast. DHgate’s refund process is designed to protect the rights and interests of buyers and sellers, and the refund time and requirements may vary by case.

• Step 1: Confirm the order has been cancelled

Before applying for a refund, make sure you have successfully cancelled your order:

 <code>* 使用您的DHgate账户进入“我的订单”页面。 * 找到该订单并确认卖家已同意取消。 * 如果包裹已到达，您将无法取消订单，需要按照“退货和退款流程”申请退货或退款。</code>

• Step 2: Find the refund application option

After the order is cancelled:

 <code>* 您可以在“我的订单”页面查看已取消订单的信息。 * 如果卖家或DHgate尚未启动退款流程，请点击“申请退款”按钮。 * 检查取消订单的详细信息，例如取消原因和退款金额。</code>

• Step 3: Provide payment information

Refunds are usually used in the same payment method as first payment. If your payment method and account are still valid, no additional action is required. Please confirm:

 <code>* 您的信用卡或PayPal账户有效。 * 您保存了交易ID或付款凭证（如有需要）。 * 在极少数情况下，原始支付方式可能无效。如果发生这种情况，请联系客户服务更改退款方式。</code>

• Step 4: Monitor the refund progress

DHgate promises that the refund process is open and transparent. After submitting the refund application:

 <code>* 您可以在账户的“退款管理”页面查看退款进度。 * 最常见的进度状态包括“处理中”、“退款已批准”和“退款已完成”。 * 退款通常在付款后3到20个工作日内到账，具体取决于银行处理时间。 * 如有延误，请联系DHgate客户服务或使用支持工具了解情况。</code>

• Step 5: Resolve any disputes

Sellers may sometimes refuse to cancel orders or refund requests. You can submit the dispute to DHgate’s Dispute Resolution Center and DHgate will make a final ruling. To enhance your appeal reasons:

 <code>* 请提供付款凭证、订单信息以及与卖家的任何沟通记录。 * 清晰地说明您申请退款的原因。 * DHgate审核争议后，将做出最终决定并启动退款流程。</code>

Cancel order guide

This guide is designed to provide customers with practical advice on canceling orders and applying for refunds to help you avoid unnecessary stress and waste of time.

• Clear communication

Clearly and specifically explain why you cancel your order or request a refund. If the seller knows the situation, they will approve your request faster.

• Take action in a timely manner

The time to cancel an order is critical. Especially when orders have not been shipped yet, timely action can simplify the process.

• Use Dispute Resolution Center

If you are unable to agree on cancellation of orders or refunds with the seller, you can submit the dispute to DHgate’s Dispute Resolution Center to ensure an impartial assessment.

• View Seller Policy

Please read the seller's return and cancellation policy before purchasing an item. Some sellers have stricter policies that may affect the refund process and the difficulty of canceling orders.

Following the above suggestions, you can complete the process of canceling orders and applying for refunds safely and efficiently.

Refund Policy Details

All buyers should be aware of DHgate's return policy for different commodities, which provides a fair way to resolve disputes and protect the interests of buyers and sellers. Understand these rules and you will be clear about your rights and responsibilities.

• Refund eligibility:

Usually, you can apply for a refund in the following situations:

 <code>* 卖家在商品发货前接受您的取消请求。 * 商品与描述严重不符、损坏或无法正常工作。 * 包裹在运输过程中丢失，且无任何送达记录。 * 卖家未在约定时间内发货。</code>

• Full refund and partial refund

You can receive a full or partial refund based on the circumstances. For example, if the item works but has some minor issues, the seller may offer a partial refund.

• Processing time

Refunds usually take between 3 and 20 business days, depending on the payment method and bank. DHgate promises that the funds will be returned as soon as possible after the refund is approved.

Understanding these rules ensures that your refund process complies with the platform regulations and avoids unnecessary disputes.

Return and refund process

For items that have been shipped or delivered, you can request a return and refund. In this case, you need to apply for a refund and return the item to the seller.

• Return Tips

  • Contact the seller: Explain the reason for your return and seek help.
  • Provide evidence: Provide video, photos, or other evidence to support your reason for return.
  • Agree: After the seller confirms the return, you can choose the appropriate delivery method. Typically, the buyer is responsible for the return shipping fee.
  • Shipping: Pack the item safely and send it to the seller according to agreed rules. Keep relevant information for later use.

• Complete the refund

After receiving the item, the seller will check the item status and decide whether to accept a refund. If everything is OK, DHgate will complete the refund process.

Frequently Asked Questions and Solutions

Return and refund policies and the cancellation process can sometimes be difficult to understand. Here are some common problems to solve:

 <code>* **卖家无回应：** 如果卖家拒绝取消订单或退款，您可以向DHgate的争议解决中心寻求帮助。 * **退款金额争议：** 如果您对卖家提供的部分退款不满意，请清晰地说明您的情况。DHgate争议团队将进行仲裁并做出公平的决定。 * **退货运费：** 如果您需要承担退货运费，请选择可靠且收费合理的快递公司。保留收据和追踪号码。</code>

Understanding these issues and mastering solutions can ensure you have a better shopping experience.

FAQ

Can I cancel the order after delivery?

After the order is shipped, it will not be cancelled. If the product is damaged, damaged, or seriously inconsistent with the description, you can request a refund or return. In this case, please contact the seller directly through your DHgate account and provide clear evidence to support your claim. Unless the seller is responsible, you may be required to pay the return shipping fee out of the way. Be sure to read the seller's policies carefully to ensure a clear understanding.

How long is the order cancellation time limit for DHgate?

DHgate orders can be cancelled before the seller ships. After the seller ships the order, the order will not be cancelled; if there are any problems, you must follow the return or refund regulations. Timely action is crucial, and delays can exacerbate the complexity of the problem. Please check the order status in the DHgate account periodically to see if the order can still be cancelled.

What documents do I need to submit when applying for a refund?

If you request a refund due to a defective item or does not match the description, you will need to provide evidence to support your claim. This may include photos, videos, or detailed descriptions of damage, poor quality, or significant deviations from product descriptions. Enough evidence can ensure faster resolution of problems and help you protect your rights. Please attach all relevant documents when submitting a refund application through your DHgate account.

Who pays the return postage when applying for a refund?

The return postage mainly depends on the reason for the return. Sellers may pay a return shipping fee if the item is damaged, does not work properly, or is significantly different from the ad description. However, if you return the item just because you change your mind or don’t like it, you usually have to pay the shipping fee yourself. Be sure to negotiate shipping with the seller before returning the item.

What if the seller refuses to cancel the order or refund it?

If the seller fails to respond to your cancellation or refund request within a reasonable time, you may submit a complaint to DHgate’s Dispute Resolution Center. With this feature, DHgate can monitor and ensure that everyone has a fair solution. Please provide all necessary evidence to support your claim, such as photos, communication records or problem data. The DHgate team will review the dispute and make a decision.

Summarize

If you understand the rules and procedures of DHgate, canceling an order or applying for a refund will be very easy. Resolving problems requires timely and clear communication, including cancellation of orders, returns and refunds. By leveraging the Dispute Resolution Center and understanding the platform’s return policy, you can safeguard your own rights and resolve any issues.

If you change your mind or have any questions about your order, DHgate can help you cancel your order or request a refund. Follow this guide and you can get a good shopping experience and shop with peace of mind. Please use DHgate’s customer service to solve the problem, provide sufficient evidence and contact the seller in a timely manner.

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