DHgate tracking status

DHgate says delivered but no package: what to do

The short answer

Take action

The carrier has reported your DHgate package as delivered, but it is not with you. Search nearby first, and do not wait long: DHgate can release your payment to the seller 5 days after its payment email.

When to act: If the package has not turned up by the end of the next day after the delivered line, or as soon as DHgate emails you that it was delivered or that the payment will be released to the seller, file a complaint and we send it to DHgate.

Also shown as: “The Payment of Your DHgate Order will be Released to Seller”

What to do now

Read the delivered line for a time and place, and look for a delivery photo in the carrier's tracking.
Search around every door, mailbox, lobby and mailroom, and ask neighbors.
Compare any address in the tracking with the address on your order.
Do not tap 'Item Received', and note the date of any email from DHgate that the order was delivered or that the payment will be released to the seller.
Save screenshots of the order page, the tracking and any doorbell camera recording from that time.
Still not sorted? File your complaint here. We write it with you and send it to DHgate, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

DHgate shows the carrier's delivered line at the top of 'Track Items', for example 'Delivered. (Recipient's front door)' from UniUni or 'Delivered, In/At Mailbox' from the Postal Service, and customers report an email from DHgate that the order has been delivered. Once a package shows as delivered, the seller can ask for payment. DHgate then sends the email 'The Payment of Your DHgate Order will be Released to Seller' and, by its help pages, releases the payment and closes the transaction 5 days later unless a problem has been raised. Customers describe it as an email that the order was delivered, asking them to confirm so the seller is paid within 5 days.

DHgate's help page for a parcel that shows delivered but has not arrived says the carrier may still be distributing it, and that the delivery address in the tracking should match your own. Customers report delivered lines with nothing at the door, a delivered line while the seller said the package was still in transit, and a carrier that admitted a misdelivery.

Why it happens

Left at another door, in a mailbox, lobby or mailroom
Delivered to a wrong address
A delivered scan logged before the package reached you
An address in the tracking that does not match the one on your order
Taken after delivery

What usually happens next

Usually nothing follows the delivered line. The seller can then ask for payment, and DHgate's email that the payment will be released to the seller starts a 5 day count, after which the transaction is closed. In one history a customer shared, a new tracking number and a delivery followed weeks later, with only part of the order.

Other DHgate statuses

Pending delivery confirmationNormal
The item is currently awaiting pickup by the carrierKeep an eye on it
Tracking not updatingKeep an eye on it

All DHgate statuses →

Who is responsible for a late or missing package from DHgate?

If you bought on DHgate, DHgate's own rules decide refunds, whichever seller you bought from. DHgate holds your payment and passes it to the seller when you confirm that the order has been received; or, once the seller asks for payment on a delivered order, 5 days after DHgate emails you about it, unless a problem has been raised by then; or by itself 120 days after the order is shipped. Its Buyer Protection page says you are eligible for a refund if an order is not shipped or not received by the estimated delivery date, and that most items can be reported within 21 days of receipt. For a UK order from a seller who is a trader, the Consumer Rights Act, section 29, keeps the goods at the seller's risk until you have them.

If you sent a parcel yourself, DHgate was not your carrier: it is a marketplace, not a delivery service you book, so the carrier you chose and its terms apply. For a return sent back to a seller after an agreement on DHgate, its help pages say the refund follows once the seller has the parcel, or 30 days after you add the return's tracking number if the seller does not confirm it.

Questions about “Delivered but not received”

DHgate says delivered but I have no package. What should I do?

Search around your home and building, ask neighbors and check the address in the tracking. If nothing turns up by the end of the next day, file a complaint and we send it to DHgate, before its 5 day payment count runs out.

What does The Payment of Your DHgate Order will be Released to Seller mean?

The seller has asked for payment after a delivered scan. DHgate's help pages say it releases the payment and closes the transaction 5 days after that email, unless a problem has been raised by then.

Who is responsible if DHgate says delivered but it never came?

On DHgate, the platform's own rules decide refunds. Its Buyer Protection page covers an item you have not received after it was marked as delivered, and DHgate holds your payment until the order is completed.

Should I confirm receipt on DHgate if tracking says delivered?

Not until the package is in your hands. Tapping 'Item Received' tells DHgate the order arrived and releases your payment to the seller.

Based on

DHgate Help Center: I haven't received my parcel but it shows "Delivered"
DHgate Help Center: When DHgate releases the payment, will I be notified? (the email and the 5 days)
DHgate Help Center: Release Payment Policy (the buyer confirms, the seller requests payment on a delivered item, or 120 days after the order is shipped)
DHgate: Buyer Protection (a refund can be requested if you have not received an item after it was marked as delivered)
Reddit r/DHgate: 'Delivered. (Recipient's front door)' in the app, and DHgate's email asking to confirm delivery so the seller is paid within 5 days
Reddit r/DHgate: 'Delivered, In/At Mailbox', an email from DHgate that the order was delivered, and a seller saying it was still in transit
Reddit r/DHgate: 'Tracking says Delivered but Carrier admitted Misdelivery' (title)
Reddit r/DHgate: 'Tracking information not available yet', a replacement with a new number, a delivered line with nothing at the door, and a later partial delivery
DHgate: Buyer Protection (refund if an order is not shipped or not received by the estimated delivery date; most items reported within 21 days of receipt)
DHgate Help Center: What should I do if it is returned and refunded? (refund when the seller receives the return, or 30 days after the tracking number is uploaded)
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until they reach you)