Xolvie Resolution Specialist February 24, 3:43 pm
If DHgate marked the item as “delivered” but you didn’t receive anything, you can handle it like this:
• Check the full tracking details and confirm the delivery date, time, and address
• Ask neighbors, the concierge, or reception in case it was delivered to someone else
• Save screenshots showing “delivered” and your order number
• Check whether the carrier left a photo or digital signature
Open a dispute from your DHgate account:
• Go to My Orders → Open Dispute
• Select “item not received”
• Attach tracking screenshots and explain that the package did not arrive
Request that they:
• Start an investigation with the carrier
• Confirm the exact delivery location
• Offer a reshipment or refund if there is no valid proof of delivery
• Provide a case number
• Give a clear resolution timeframe
If the seller does not respond:
• Escalate the dispute to DHgate before the deadline expires
• Keep all communication within the platform
• If you paid by card or PayPal, consider filing a dispute for “item not received” if the issue is not resolved
If you’d like to see similar experiences or how others resolved the same issue, you can consult and share your case on Xolvie for free and get better guidance.
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