Dispute handling methods and recommended practices for goods not received by Dunhuang.com

During the DHgate shopping process, buyers may encounter situations where the goods have not been received. In order to protect the rights and interests of consumers, the platform has developed a series of complaint and dispute handling mechanisms. The following is a summary of dispute handling for non-receipt of goods and sellers’ response strategies.

Buyer complaint process

Buyers can complain about not receiving the goods within 4 to 120 days after the seller delivers the goods. Possible reasons include false waybill numbers, goods in transit, etc.

1. False waybill number: If the seller fails to provide a valid waybill number after the mediation center intervenes, it will be considered the seller’s full responsibility, and the resolution center will issue a full refund. In addition, if the waybill number has tracking information but is not related to the order, it will also be deemed to be the sole responsibility of the seller.

2. Goods in transit: If the official freight website shows that the goods are still in transit and have not been updated for more than 10 days, the seller still needs to provide a valid proof of delivery, otherwise it will be deemed that the seller is fully responsible and will be executed. Full refund.

3. Delivery: If the shipment returns to the place of origin or remains in transit for an extended period of time, the Resolution Center will determine liability based on available information.

4. Buyer refuses to sign: If the buyer refuses to sign for the package due to delayed delivery, it will be considered the seller’s full responsibility, and the resolution center will process a full refund for the buyer.

5. Small package without freight tracking number: If the freight tracking number is not provided, the processing basis will be based on the buyer’s receipt feedback. If the item is not received within 15 days after the mediation center intervenes, the mediation center will issue a full refund.

6. Postal Small Packet: Due to the limited information query for this transportation method, the seller bears the risk of reading the package.

7. Delayed shipment: If the seller provides valid waybill information after the stock preparation deadline, resulting in complaints from buyers, it will be considered the seller’s responsibility and a partial refund or full return will be required. payment processing.

Seller dispute resolution skills

Sellers should take proactive measures when facing buyer complaints.

1. Quick response: When buyers raise questions, sellers must respond within the shortest possible time to demonstrate their importance and responsible attitude towards consumers.

2. Clear understanding of the problem: Guide buyers to provide relevant evidence to ensure a full understanding of the problem, so that complaints can be handled more effectively.

3. Effective solution: Based on the evidence provided by the buyer, if the seller admits the complaint, it can consider reshipping or providing a small gift as an apology.

By following the above-mentioned handling mechanisms and suggestions, buyers and sellers on DHgate.com can more efficiently resolve disputes arising during transactions and improve shopping experience and trust.