The seller on DHgate is not responding and the order is not progressing. How can I escalate the case?

If the seller on DHgate is not responding and your order is not progressing, you can escalate the case through the official process in the Help Center:

• Go to My Orders → Order Details and check the current status and remaining buyer protection time
• Save screenshots of the tracking status and unanswered messages
• Confirm whether the estimated shipping time has already passed

According to DHgate’s Buyer Help Center process:

• Go to My Orders → Return & Refund
• Select the appropriate reason (not shipped / not received)
• Attach clear evidence (screenshots, dates, attempts to contact the seller)
• Submit the dispute before the buyer protection period ends

Request that:

• The seller responds through the system
• DHgate intervenes if there is no response
• The platform verifies whether valid shipping proof exists
• A refund is processed if there is no valid dispatch
• A case number and clear resolution deadline are provided

If the seller does not cooperate:

• Use the “Escalate Dispute” option for DHgate review
• Keep all communication within the platform
• Preserve all evidence as backup

If you’re facing a similar situation, you can also share your experience on Xolvie to see how others resolved it and bring more visibility to your case.