David B.

Hi David!

We are sorry for the experience you had with your order. We checked on its details and we happen to notice that the reason why the after-sale case was closed was because the analyst assigned to your case was not able to receive any response from you regarding a video evidence that shows the item was not working.

The analyst also sent a follow-up email after they did not receive a response from you on their first email asking for additional evidence. However, due to the lack of response, they decided to close the case.

For this to be sorted out without a dispute, we suggest that you communicate with the seller and try to reach an agreement with them. If you want to get a refund for the order, you can ask the seller to send you an email stating, "I agree to give you a refund of $***". Once they sent this to you, you can send a screenshot of their message to us, and we will facilitate and process the refund on your behalf.

Moving forward, if you have a dispute opened, especially escalated cases or after-sale cases, it is always best that you keep an eye on both your DHgate inbox or your personal email address; since that is where the analyst will be getting in touch with you for updates or if they needed more evidences from you to support your claim.

For any other questions, please do not hesitate to contact us through the following link: http://www.dhgate.com/contact/contactUs.do?from=nav_menu&ntalker=1 or send an email to customer-support@dhgate.com.

Regards,

Samantha
Customer Service Center
DHgate.com