What if the seller has already shipped the order?

You can't cancel a shipped order. Wait for tracking, then go to **My Orders**, open the order and tap **Return & Refund** to open a dispute for an item not received or not as described. The seller gets **5 days** to respond. If they don't fix it, click **Escalate to DHgate** and an analyst will review the case. **Don't confirm receipt** while the dispute is open, because DHgate keeps your payment in escrow until you do. Change-of-mind returns may mean paying return shipping to China.

How long do I have to reopen a DHgate dispute?

Dispute guides say you can usually reopen a dispute **within about 5 to 7 days of it closing**. After that DHgate may refuse new claims unless you have exceptional proof. If support says it can't be reopened, ask in writing for a supervisor or a formal complaint. Better still, avoid the problem: don't close a dispute at the seller's request until the refund or replacement has actually arrived.

DHgate's own support runs mainly through **24/7 live chat** (in the app: **Account › Contact Us › Order-related problem › Online Service**) and through the dispute on each order. Consumer directories list **service@dhgate.com** as the customer-service email. Use it as a paper trail: put your order number in the subject and attach your evidence. Some reviewers say emails went unanswered, so keep the in-app dispute moving at the same time.

What Is The DHgate Customer Service Phone Number?

DHgate doesn't publish an official consumer support line. GetHuman and UK directories say there's no customer-service number. Aggregators list Beijing head-office numbers such as **+86 108 202 8870** (ext. 8365) and a Turkey line, but only about 11% of callers reportedly reach a person. For cancellations and refunds, live chat and the in-order **Return & Refund → Escalate to DHgate** flow work much better than phoning.

Seller asked to close a DHgate dispute?

Don't close it yet. A seller may honestly want to resend the item, but closing the case before the fix arrives leaves you unprotected. Keep the proposal inside the dispute, save the listing, messages and tracking, and reject any proposal that doesn't match what you agreed. If the seller stops responding, use **Escalate to DHgate**. Also turn down any refund or payment offered outside DHgate, because buyer protection doesn't cover it.

DHgate is a real Beijing-based cross-border marketplace founded in 2004. You buy from independent Chinese sellers, and DHgate holds your payment in escrow. Reviews are mixed: Trustpilot UK reportedly rates it around 1.7/5, with complaints about counterfeits, items not as described, slow disputes and token partial refunds. To protect yourself, pay with PayPal or a credit card, never pay off-platform, keep every message inside DHgate, and open disputes within the protection window.

Why am I still being charged after cancelling DHgate?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my DHgate account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel a DHgate Order Before It Ships.

Q: Does DHgate charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel DHgate and what to expect.

Last verified 3 days ago · data refreshes daily · sources: homepage, terms, terms, terms, page-emails

The fastest way

DHgate has no subscription. You cancel orders one at a time. In My Orders › Awaiting Shipment, tap Cancel/Request Refund. It's instant within about 2 hours of paying; after that the seller must approve. Already shipped? Open 'Return & Refund', wait 5 days, then 'Escalate to DHgate'. Backup email: service@dhgate.com, subject 'Refund request, Order #[number]'.

Or let yoink do it for you.

30 seconds. AI emails DHgate, handles retention, chases the refund. You approve once, then sleep.

Get yoink (App Store) →

Cancelling a DHgate order by email

DHgate won’t action a cancellation from an email alone, use the fastest channel above for the cancellation itself. This email still earns its place: it puts your cancellation date in writing (your evidence if they keep billing) and it’s where the refund request happens.

Email the verified address
customer-support@dhgate.com, yoink-verified working email for DHgate (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi DHgate team,

I'd like to cancel my recent DHgate order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

What happens to what you’ve already paid

DHgate is a marketplace with no subscription, so these rules cover one-off product orders only. If an order hasn't shipped, you can cancel it yourself for a full refund within about 2 hours of paying. After that the seller has to approve, and a seller can refuse by saying the goods are already prepared. Once an order ships it can't be cancelled. You then open a 'Return & Refund' dispute on the order, the seller gets 5 days to respond, and after that you can 'Escalate to DHgate' for an analyst to decide. DHgate holds your payment until you confirm receipt or the buyer-protection period (about 30 to 60 days depending on shipping method) runs out. Refunds reportedly take 2 to 3 days to PayPal and up to 30 days to cards. Partial refunds (sometimes around $1) are a common way disputes end.

“After the dispute has been opened, seller got 5 days to response the dispute. If they failed to help you out of the dispute, you may escalate the case to DHgate, then there is an analyst follow up the case, and give you the resoltution.”
, DHgate terms

Asking specifically for money back, not just a cancellation? See the dedicated DHgate refund guide , same data, but framed around the policy + escalation paths.

Does DHgate charge a cancellation fee?

We found no cancellation fee in DHgate’s published terms. On a rolling plan you simply pay to the end of the current billing period and nothing after. If you’re inside a fixed minimum term, check your signup email for the end date, cancelling early is where fees usually hide.

What doesn’t work for cancelling DHgate

Based on 6 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Trying to cancel after the seller has shipped, Once an order ships, the Cancel Order button disappears and cancelling is no longer possible. You have to open a Return & Refund dispute instead.
✕ Submitting a cancellation request more than 2 hours after paying and expecting it to go through, After the self-cancel window, the seller has to approve. DHgate's own support has confirmed sellers decline with replies like 'I have already prepared the goods and do not agree to the refund'.
✕ Confirming receipt before the dispute is resolved, Confirming receipt releases the money held in escrow. Guides say DHgate steps in far less once you've confirmed, so a missing or wrong item becomes much harder to get refunded.
✕ Closing a dispute because the seller promises a resend or a refund, Closing the case before the fix actually happens puts the risk on you. Reopening is reportedly only possible for about 5 to 7 days.
✕ Accepting refund or payment arrangements outside the DHgate platform, Payments and refunds made off the platform aren't covered by DHgate buyer protection and are a common scam route.
✕ Phoning DHgate to sort out a refund, There's no official consumer phone line (GetHuman and UK directories say none exists). Aggregators report only about 11% of callers reach a real person, and support runs through live chat and in-order disputes.

Cancelled DHgate but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from DHgate, treat it as not cancelled. Email customer-support@dhgate.com referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on DHgate’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if DHgate charges again.

How DHgate will try to keep you

DHgate may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “The seller declines your pre-shipment cancellation, saying the goods are already prepared”
You say: Message the seller on DHgate and ask them to write: 'I agree to give you a full refund for order [number]'. DHgate support has said that once the seller restates this, they can process the refund. If the seller doesn't reply within 48 hours, contact DHgate support again and ask them to contact the seller for you.
They’ll say: “A token partial refund (reports of $1.07 or $1.69 on $33+ orders, called a 'minimum refund')”
You say: Reject the partial-refund proposal in the dispute. Ask for a full refund for an item not received or not as described, and click 'Escalate to DHgate' once the seller's 5 days are up. If the analyst still lowballs you, file a PayPal or card chargeback with the dispute record as evidence.
They’ll say: “Asking again and again for more evidence, then closing the case as 'insufficient evidence'”
You say: Upload one clear set of evidence to the dispute: listing screenshots, photos and video of the item, and tracking. Reply in writing that the evidence is already on file and ask the analyst to rule on it. If the case gets closed, ask to reopen it straight away, because the reopen window is reportedly only about 5 to 7 days.
They’ll say: “The seller asks you to close the dispute in exchange for a promised resend or refund”
You say: Keep the dispute open until the remedy actually arrives. Accept the seller's proposal inside the dispute record, not in a side chat, and don't confirm receipt or satisfaction just to unlock a promised fix.
They’ll say: “Support says it is 'escalating' but keeps asking you to open new disputes”
You say: Quote the original order and dispute number every time. Ask in writing for the analyst's decision on the existing case, with a date. If it's still stuck, use your card issuer or PayPal chargeback rights before their deadlines pass.
They’ll say: “Dispute replies in Chinese, or seller silence blamed on time-zone delays”
You say: Ask for an English reply in the dispute thread. Note the 5-day seller response clock from the date you opened the case. Escalate to DHgate on day 6 whatever has been said in chat.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; DHgate has ~45 days to defend.

Rights in other regions (United Kingdom, European Union)

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of DHgate’s own policy.
Consumer Rights Act 2015
Services must be as described.
If DHgate’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. DHgate must honour it regardless of where they’re headquartered.

Delete your DHgate account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in DHgate’s account settings, email customer-support@dhgate.com with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under data-protection law in most jurisdictions. They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling DHgate

Yes, as long as it **hasn't shipped**. Go to **My Orders › Awaiting Shipment**, open the order and tap **Cancel / Request Refund**. Within about **2 hours of paying** you can cancel without the seller's approval. After that the seller has to accept your request, and DHgate says sellers can turn it down. Guides also report a limit of one cancellation per order and about three a month. Once the order ships, the cancel button disappears and you need a **Return & Refund** dispute instead.

Money-back questions (windows, pro-rata, chargebacks) are covered in the DHgate refund guide. Need a human for something else entirely? The DHgate contact guide lists every channel that actually answers.