## A wholesale eCommerce platform on a mission

Since its founding in 2004 in the Chinese city of Dunhuang, the objective of DHgate has been to rebuild the Silk Road on the Internet. This overarching ambition to empower MSMEs across the globe has seen the platform attract over 2.4M global sellers and 46M enterprise and individual buyers as of 2021.

The steady growth of DHgate is attributable to the amazingly low price of quality products thanks to shoppers buying directly from Chinese wholesalers. From just a few transactions daily at startup, today DHgate boasts a transaction every 1.3 seconds, living up to its mission to promote global trade and support entrepreneurial dreams.

But before 2020, this rapid growth once meant more challenges than opportunities. 
## Between two fires: seller scams and buyer anxiety  
As a cross-border B2B e-commerce platform, DHgate does not sell its own products. Instead, it connects manufacturers and buyers in a secure online environment where they can transact on their terms. Despite DHgate’s buyer protection measures, scammers kept trying their luck at defrauding genuine customers, for example, accepting payment yet never shipping the orders.

Its tracking solution provider, 17track, at the time, could not provide precise and in-depth parcel shipment details to help the brand authenticate if a seller was genuine.

In the end, DHgate had to repeatedly resolve issues involving unfulfilled orders, which was tarnishing its reputation on the global e-commerce scene.

Worse still, since most wholesalers on DHGate were China-based, shipping could take up to  weeks, leading to anxious clients chasing DHGate’s customer team to verify their parcel whereabouts, or even request returns, due to frustration with unfulfilled orders and the lack of a transparent way to track their shipments accurately.

## On the hunt for a more friendly shipment tracking solution

“We were concerned that scammers were eroding the trust that shoppers had in our platform and therefore needed a solution that could give us more insights into sellers’ shipping behavior, and give our customers more visibility into the shipping process. A contact in my APEC Women Connect network referred me to TrackingMore. And we quickly got in touch with them.” said Diane Wang, Founder, Chairperson & CEO of DHGate.

DHgate partnered with TrackingMore because it could guarantee the following:

### Wide carrier network coverage 
With its global-focused vision, DHgate needed access to as many carriers as possible to ensure maximum flexibility and reach for its shoppers worldwide. By partnering with TrackingMore effectively, DHgate got access to 1091 carriers from across the globe, ensuring it could serve its shoppers reliably.

### Fast response to integrate new carriers
DHgate needed a solution that could match its multi-continent expansion ambitions and onboard new carriers quickly. Compared to regular suppliers that take up to a month to integrate one carrier, TrackingMore allowed full onboarding of any carrier within a week.

### API stability
Ensuring excellent API uptime was vital for DHgate. DHgate’s IT team tested several tracking APIs’ uptime and ability to handle a high volume of order status check-up requests to determine TrackingMore’s was the most stable to integrate into the platform.

### Shipment data accuracy

DHgate was looking for an effective solution that offered higher shipping visibility and helped to minimize inaccuracies and delays in obtaining tracking data from carriers. TrackingMore’s efficiency empowered DHgate to respond quickly to issues like package theft, scam detection, delivery stalls and order cancellations.

> “Reducing fraud incidents on DHgate and enhancing buyer experience was our key priority. TrackingMore’s stable API and relay of accurate shipping data helped achieve this objective.”  said Diane Wang, Founder, Chairperson & CEO of DHGate.

[![DHGate](https://blog.trackingmore.com/wp-content/uploads/2023/05/DHGate_正文1.jpg "DHGate")](https://blog.trackingmore.com/wp-content/uploads/2023/05/DHGate_正文1.jpg "DHGate")

## Why TrackingMore Was DHgate’s Choice
DHgate decided to partner with TrackingMore also because it offered them the following extra benefits: 
### Competitive Pricing 
Using 17track meant DHgate had to pay each time its team members looked up the status of an order. This pricing model limited how many times the order status could be checked to keep costs low, which ended up negatively affected the customer experience with lagging shipment data.

By comparison, TrackingMore charged per order, allowing for a consistent review of its status without worrying about the cost. This way, DHGate spent at least 4 times less in tracking costs than it previously did.

### Extensive Shipment Data Extraction
DHgate wanted a tracking solution with deeper processing capabilities, allowing it to track the status of its shipments with higher accuracy and determine if a seller actually shipped the order or was scamming.

TrackingMore extracted detailed shipment data upon DHGate’s request, such as which street a parcel was on, with custom address fields added in the backend. If there was a mismatch between the addresses on the tracking data and the order, DHgate could be alerted to potential scams and step in quickly.

> Qian Wang, BD at DHgate, reflected on their choice of TrackingMore, “TrackingMore allowed us to track shipments more precisely, helping us identify scamming sellers and gain back customers’ trust.”

### Access to Industry-specific Data on Request

Benchmarking against other top eCommerce players was vital to ensuring that DHgate could compete effectively in the cross-border e-commerce market and offer exceptional shipment tracking to its customers. With TrackingMore, DHgate has managed to get industry-specific delivery data for comparison and identify growth and improvement opportunities.

> “Since 2020, we’ve been using TrackingMore’s API & Webhooks and email notifications to enhance order tracking and improve scam identification with great success.” said Qian Wang, BD at DHgate.
[![DHGate integrating TrackingMore's tracking solution](https://blog.trackingmore.com/wp-content/uploads/2023/05/DHGate正文2.jpg "DHGate integrating TrackingMore's tracking solution")](https://blog.trackingmore.com/wp-content/uploads/2023/05/DHGate正文2.jpg "DHGate integrating TrackingMore's tracking solution")

##Shipment Visibility Revitalized With TrackingMore

The impact of the Covid-19 pandemic on global supply chains and galloping scam incidences had set the pace for 2020 to be one of the worst years in DHgate’s history. Integrating TrackingMore’s API & Webhook was the game changer that saw DHgate end 2020 having served more than 36M customers. Turnarounds were also experienced in other areas, including:

### Lowered Operational Costs

DHgate’s customer team no longer needed to spend hours handling WISMO calls and could turn their focus to enhancing the customer experience in other ways. The IT Team also did not need to integrate with each carrier’s API individually, while the logistics team could optimize carrier selection and routes using the data provided by TrackingMore.

### Reduced Scams 
DHgate was able to reduce the number of scams on its e-commerce site by integrating TrackingMore’s customized tracking solutions. The address comparison feature simplified the process of identifying scam sellers and enabled DHgate to enhance its platform’s integrity, which helped it regain customer trust.

### Improved Brand Reputation
 
From the time DHgate integrated the TrackingMore solution in 2020, customers noticed improved shipment visibility, allowing them to track their shipments in greater detail and get frequent order status updates. The customer sentiment changed as fewer scam incidents were reported, which helped boost DHgate’s brand reputation and position it as a trustworthy e-commerce site.

### Fewer WISMO Tickets

TrackingMore allowed DHgate to send its customers email notifications on their shipments' status, effectively reducing the number of WISMO calls that DHgate’s support team received. Reflecting on this positive change, Qian Wang, BD at DHgate, shared, “We’ve received 51% fewer WISMO tickets since integrating TrackingMore.”

DHgate Uses TrackingMore to Wipe out Seller Scams

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51%

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51%

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DHgate Uses TrackingMore to Wipe out Seller Scams

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