What should I do if the seller provides an invalid tracking number?
The seller is responsible to provide a tracking number on your order page after your order is placed and shipped. If no tracking information appears after 5\7\10 business days(It depends on your couriers.), you may do the following:
Please contact the seller and ask him or her to contact the shipping company to obtain the tracking information; or you may contact the shipping company directly through their official website. If the seller does not respond, you may report this to DHgate as an invalid tracking number. We will then confirm whether it is an invalid order. Click Here to check the video.
To report an invalid tracking number, you should first sign in to your DHgate account and go to "My DHgate". From there locate "Active Orders" and select "Shipped" from the drop-down menu. You will then see a list of all your shipped items. Proceed to click "Tracking", as illustrated below:
After the buyer reports an invalid tracking number, the tracking status will be shown as “Awaiting handling”. We’ll look into this as soon as possible to determine whether it is an invalid tracking number.
Please be advised to go to your “Message History” to check for updates on our progress after 3 days.
Once we have confirmed that the tracking number is invalid, DHgate shall request the seller to provide a correct tracking number with updated information in your Tracking Record. If the seller refuses to do so, then the seller’s account will be penalized by DHgate.
After your report, if we confirm the tracking number is invalid, penalization will be Inflicted on sellers:
If the order is part of the Dispatch Pledge program, DHgate will confirm whether the tracking number is invalid or not. If cannot upload a valid tracking number at a specific time, our system will deduct US $30 from the seller’s account to compensate the customer.
If the order is not part of the Dispatch Pledge program, DHgate will freeze the seller's account for 7 days.
Please note, you cannot click the "Report Invalid Tracking NO." button in the following situations:
1. 45 days after items are shipped;
2. After payment is released;
3. The order is in “Return and Refund” status;
4. The order is closed.