HipoBuy: A Step-by-Step Guide to Filing Claims and Refund Requests
Receiving a damaged parcel or discovering missing items can be frustrating. At HipoBuy, we strive to make the resolution process as smooth and efficient as possible. This guide will walk you through the official procedure for filing claims and refund requests to ensure a quick and fair outcome.
Step 1: Preparation — Gather Your Evidence
Before initiating a claim, please collect the following evidence. Having these items ready will significantly speed up the process.
- Screenshots:
- Receipts & Invoices:
- Parcel Logs & Photos:
- For Damaged Items:
- For Missing Items:
- Tracking Information:
- Receipts & Invoices:
Step 2: Initiating the Claim Through HipoBuy
Follow these steps within the HipoBuy platform to submit your formal request.
- Log in to your HipoBuy account.
- Navigate to "My Parcels""Order History".
- Locate and select the specific order/parcel related to your issue.
- Click on the button or link labeled "File a Claim", "Report an Issue", or "Request Refund".
- Select the appropriate issue type (e.g., "Item Damaged," "Item Missing," "Incorrect Item Received").
- In the description field, provide a clear, concise summary of the problem.
Example: "Item [Product Name] from Order #12345 arrived on [Date] with a cracked screen. The outer box was dented."
- Upload all your prepared evidence
- Review all information and submit your claim.
Step 3: The Review & Resolution Process
After submission, here’s what happens next:
- Acknowledgment:Claim Ticket Number. Please reference this in any future communication.
- Investigation:3-7 business days.
- Outcome:
Situation Possible Resolution Damaged Item Partial or full refund based on damage extent, or a replacement if available. Missing Item(s) from Parcel Refund for the missing item(s) or reshipment. Lost Parcel (Carrier Fault) Full refund or reshipment initiated after carrier investigation.
Tips for a Quick Resolution
Act Quickly
File your claim as soon as you identify the issue, preferably within 48 hours
Be Thorough with Evidence
Provide more evidence rather than less. Clear photos of packaging, labels, and product details are crucial for assessing carrier liability.
Communicate Clearly
Use your Claim Ticket Number in all follow-up messages. Polite and precise communication helps the support team assist you faster.