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  #1  
Old 02-21-2012
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Default Do DHgate refund payment if nothing arrives?

I have a package which was last tracked / scanned in China.

It never arrived to my country even after 2 weeks. This is totally unheard of before, as all my previous stuff arrives at least to destination country within 3 to 4 days maximum.

The seller is a great seller and never let me down before.

But, it could be possible it was either lost or stolen in China. The seller should take responsibility though. (I would in my country if I sent something to a buyer)

The other day I escalated a claim to DHgate.

Will they refund me if nothing is received?
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  #2  
Old 02-21-2012
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Yes they will refund you but you will have to present your case with 14 or 28 days, can't remember.

What you need to do is contact DHgate as item not received
Funds will not be released to the seller
DHgate will get the seller to contact you and they will contact you as they haven't received their funds

The seller will come up with some solution to either refund you, partial refund or resend your item.

I have done this in the past and have always received refunds but it is likely the seller will try and come to some kind of solution

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Old 02-21-2012
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Why not contact your supplier firstly?And discuss with him to see what things he will do for you,i am sure he will do something for you as you said he is a good seller .If he have nothing to do ,and then you can open a claim to DHgate.

I am sure this way will be better for the relationship between you and your supplier,not is open a claim to DHgate without discuss with your supplier.

For long time cooperation,both of buyer and supplier should try to do more communicate .
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Old 02-21-2012
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I have heard that their Customer Service will once you submit your tracking number.
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Old 02-21-2012
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Great helpful replies. Thanks!

crafty1, thanks for that info.

teedon, I am talking constantly with the seller, but the item never moves, day after day. Been going on for weeks now... It is so strange?

rsot, I uploaded the tracking number to them, so I will see what happens...
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Old 02-21-2012
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Two weeks is a bit long but sometimes it will get the delay a bit longer for certain reason .

But you have to wait for the tracking next update ,so you can know the next step,i think DHgate also need to wait for the result for the tracking and then go for next step.

I think the tracking will be update a few days later.
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I do think after a certain number of days if DHgate hears nothing from you they will release the funds to your supplier so its worth finding out especially if your supplier has not back to you.

There is a tab where it ask weather to release funds or not but after a a number of days it will get released.

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Old 02-21-2012
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I don't use DHgate anymore but had no problems at all with delivery or refunds when i did use it.

Most items should arrive within 10 working days if using EMS
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Old 02-21-2012
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Quote:
Originally Posted by eBay King View Post
I have a package which was last tracked / scanned in China.

It never arrived to my country even after 2 weeks. This is totally unheard of before, as all my previous stuff arrives at least to destination country within 3 to 4 days maximum.

In relation to the Chinese New Year what was the date of despatch?

Chance it might have caught in the backlog.

Coming from Mainland China or HongKong.

Am aware of cargo from Mainland China delayed in transit
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Did you pay via Credit Card?

My CC company refunded my card instantly when I called and said I didn't receive a package. Read the "Supplier MIA" thread for details and why I always always always always pay via CC.
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Old 02-21-2012
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Was just going to say always pay by credit car or some other way you can easily dispute and get your money back. never, and i repeat NEVER, pay via western union. you have absolutely no protection with them
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I agree with seanws30 on this - cc protection is key.
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I said it first!

I almost started sending my supplier money via western union because he was offering me a discount if I did...and then he went MIA. Had I done so, I'd of been out a decent chunk of change.
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Old 02-22-2012
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I paid via CC, but it was actually a Debit Card (Visa), because for the last couple of months DHgate have removed Mastercard and I think they will no longer ever accept Mastercard now.

I was hoping to go through the refund process via DHgate because I have heard stories that DHgate will blacklist you if a chargeback is done? Obviously I do not want that over this one missing package.

The date of dispatch was about 20 days ago. I have had orders arrive after this order was dispatched, so I think there is a major problem with this item. It was coming from Mainland China.

Can the seller claim back from EMS if they lost his package?

I don't want trouble, just my item. If no item, then refund should be available I would have thought?
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Old 02-22-2012
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I had this happen in December and the supplier wanted to re-ship. Since I knew that the second one would get seized too I told them not to to save them the cost of a second one and so we could just get on with it.
Finally after threatening bad FB and starting a claim I received an 80% refund, but he kept dragging ity out to the point that I was worried that the time to file a claim would expire. Considered it the cost of doing business
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Old 02-29-2012
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If you pay via CC and do a chargeback DHGATE will put you as a blacklist buyer. You'll probably have to create a new username with new ip address. No biggie
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Old 04-12-2012
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ive used dhgate many times the customer service are genuine and will refund you but it can take upto 28 days
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