(1) With a freight tracking number
① The buyer actively confirms receipt
For orders that the buyer confirms receipt, DHgate will verify the shipping information of the order. If the order query shows that it is delivered and the delivery information is consistent with the order information, the order amount will be released to the seller’s virtual account and the order will be completed.
② The buyer does not actively confirm receipt and the seller requests payment
For orders that the buyer does not actively confirm receipt, after the seller requests payment, DHgate will first verify the delivery status based on the waybill number uploaded by the seller and handle it accordingly.
③ The buyer does not actively confirm receipt and the seller does not request payment within 90 days after the order is confirmed
After the seller has fully shipped the goods, if the buyer has not confirmed receipt and the seller has not requested payment within 90 days after the order is confirmed, the platform will release the order amount to the seller’s virtual account 120 days after the goods are fully shipped and the order will be completed.
(2) No freight tracking number
For orders without freight tracking numbers [currently, DHgate supports ChinaPostAir (Non-Tracking), ChinaPost SAL (Non-Tracking), HKpost (Non-Tracking), Singapore post (Non-Tracking), post link (Non-Tracking), etc. For details, please check which logistics DHgate supports], the seller does not need to request payment after delivery. Regardless of whether the buyer confirms receipt, the system will automatically release the order amount to the seller’s virtual account 120 days after the seller fills in the last freight bill number, and the order is completed.
(3) Abnormal account and transaction release rules
When the seller’s account and transaction meet the following conditions, the account release may be delayed or suspended.
① The order currently has a yellow bar. For orders with a yellow bar, the release will be delayed; after the yellow bar is removed, the release process will continue.
② When the seller’s current account dispute rate is too high, the seller’s account release will be delayed.
③ When the seller’s account and transaction performance are abnormal, Dunhuang.com may manually intervene to conduct necessary investigations on the seller’s account or transaction. Depending on the degree of abnormality, the seller’s account or order release may be delayed or suspended indefinitely. When the seller’s account release is suspended indefinitely, the seller’s account and its associated accounts will be frozen indefinitely, and the seller will not be allowed to register a new account on Dunhuang.com.