I received a fake product and DHgate is not resolving the issue. How can I open a dispute with evidence?

If you received a fake product on DHgate and they’re not offering a solution, you can open a dispute with evidence like this:

• Log into your account and go to My Orders → Open Dispute before the buyer protection period expires
• Select the reason “not authentic product” or “item not as described”
• Upload clear photos of the product you received, including labels, packaging, and visible defects
• Add screenshots of the original listing where it claimed the item was authentic
• If possible, include comparisons with the official product

In your explanation, clearly state:

• Why you believe the item is fake (poor quality, finishing issues, invalid serial codes, visible differences)
• That you are requesting a full refund
• That you will keep all communication within the platform

Request that:

• DHgate steps in if the seller does not respond
• The seller is investigated for potential counterfeiting
• You are given a clear resolution deadline
• A case number is assigned
• Buyer protection remains active until the issue is resolved

If the seller rejects your request:

• Escalate the dispute so DHgate can mediate
• Keep all evidence and messages
• If you paid by card or PayPal, consider opening a dispute for “item not authentic”

If you’d like to see similar experiences, consulting and sharing your case on Xolvie is free and quick, and it may help guide you better.