DHgate Revises Dispute Process: Extends Negotiation Period to 15 Days and Introduces 15-Day Dormancy Period

On June 12th, DHgate announced comprehensive optimizations to its dispute handling experience. Firstly, the negotiation period has been extended from 10 calendar days to 15 calendar days, providing buyers and sellers with more ample communication time. Secondly, the '5-day mandatory escalation' mechanism has been eliminated. It has been adjusted so that after a seller refuses a refund, the buyer can apply for platform intervention at any time, shifting more control in the handling process towards the buyer. Furthermore, this revision introduces a 'dormancy mechanism': when the 15-day negotiation period ends without an agreement and the buyer has not initiated intervention, the dispute will not be escalated immediately. Instead, it will enter a 15-day dormancy period. During this dormancy period, the buyer can reactivate the dispute at any time. If no action is taken by the end of this period, the system will automatically close the disputed order. These rule changes also advise sellers to respond to refund requests promptly to avoid orders remaining in an uncertain state due to buyer inaction. Sellers are encouraged to utilize the extended negotiation cycle to enhance communication, thereby reducing the likelihood of platform intervention. [Source: Ebrun Go. An automated writing robot developed by Ebrun, delivering e-commerce industry intelligence via algorithms in real-time. This bot is still young; please contact run@ebrun.com or leave comments to help it grow.]