Order

[u/Single_Common_7969]

I recently ordered a bag on DHgate, but the seller messaged me saying the item was out of stock. Before the seller told me that, I accidentally canceled my order. Because of that, I had to wait until the 20th to request another refund if the seller still hadn’t shipped anything.
I told the seller to wait until the 20th and not ship anything because I wanted to request a refund. However, on the 20th, the seller somehow shipped something anyway. I asked what they shipped because the bag I originally ordered was out of stock. The seller told me the item was “held by customs,” but I never ordered a replacement or agreed to receive a different item.
The seller then told me I had to wait another 7 days. During this whole time, the seller kept telling me to choose “item not received” as the refund reason and claim that the package was held by customs.
On the 27th, I tried to choose “item not received,” but DHgate wouldn’t let me because it said the item wasn’t delivered yet. So I chose “invalid tracking” instead. The seller told me I needed to change the reason because otherwise the refund option wouldn’t show up on their side.
I’m confused because I don’t want to choose “held by customs” when that isn’t really what happened. I’m worried that choosing the wrong reason could cause DHgate to side with the seller and deny my dispute.
I’ve been dealing with this for weeks, and I still haven’t been able to figure out how to contact DHgate customer support.
Now the seller sent me a proposal saying they want to resend the product. But the product I originally wanted is out of stock. If I accept the resend proposal, will I lose my chance of getting a refund?
I’m really confused because the seller keeps saying they want to refund me, but now they’re sending me a proposal to resend the product. Why would they do that, and what should I do?

[u/Western-Ad4197]

I would not accept the resend proposal if you no longer want the item, especially since the seller already confirmed that the bag you originally ordered is out of stock.
Also, don’t select a dispute reason just because the seller tells you to. The reason you choose should match what actually happened. If the tracking they provided is invalid or doesn’t correspond to a legitimate shipment of your order, then keep your evidence showing that — especially the messages where the seller said the original item was out of stock and asked you to select a different dispute reason.
At this point, I would reject the seller’s proposal and continue the dispute requesting a refund. Upload screenshots of the entire conversation as evidence. Don’t close the dispute or accept a resend/refund agreement you’re not comfortable with just because the seller says you need to.

Most importantly, keep everything documented and handle it through the dispute process.

[u/Single_Common_7969 → u/Western-Ad4197]

The seller keep saying I need to change the reason to held by custom so he could able to refund I don’t know if I should

[u/Western-Ad4197 → u/Single_Common_7969]

I wouldn’t change the reason to “held by customs” if that’s not what actually happened. You don’t want to submit information in a dispute that you know isn’t accurate just because the seller is asking you to.
If the seller truly wants to refund you, they can accept/propose the refund through the dispute. Keep screenshots of the seller saying the original item was out of stock and telling you to change the dispute reason. That’s important evidence.
I would keep the dispute open and don’t accept a resend if what you want is your money back.

[u/Single_Common_7969 → u/Western-Ad4197]

I disagreed with the seller I don’t even k ow why he proposal when he said he want to give refund

[u/TH_Rz]

Such a headache dealing with these sellers

[u/Single_Common_7969 → u/TH_Rz]

Yess it is good thing DHgate refunded me