We understand that receiving an incomplete order or encountering quality control (QC) issues can be frustrating. At HipoBuy, our dedicated support team is here to ensure a swift and fair resolution. The key to a fast resolution is providing clear, organized evidence when you submit your claim.
The Recommended Process
For the quickest processing of your claim regarding missing items or product defects, please follow these steps. This structured approach helps our team verify the issue and process any applicable refunds efficiently.
Method 1: Submit Via the Chat System
Our chat support is ideal for direct communication and submitting visual evidence.
- Initiate a Chat:HipoBuy platform chat.
- Describe the Issue:
- Attach Clear Evidence:
- The unopened parcel
- All items received laid out clearly.
- Close-up photos of any damages, defects, or incorrect items.
- For missing items, include a photo of the packing material and all contents.
- Provide Essential Details:order number, parcel ID, and the specific SKU
- Attach Clear Evidence:
Method 2: Submit Via Spreadsheet Notes
For agents or users with multiple claims, using spreadsheet notes is the most organized and efficient method.
- Prepare Your Spreadsheet:
- Structure Your Data:
- Order Number / Parcel ID
- Item Name & SKU
- Issue Type
- Detailed Description
- Link to Evidence: Upload your photos/videos to a cloud service (e.g., Google Drive, Imgur) and paste the shareable link
- Desired Resolution
- Share the Spreadsheet:viewable or downloadable link
- Structure Your Data:
Tips for Effective Evidence
High-quality evidence significantly speeds up the review process.
- Photos/Videos Must Be Clear and Well-Lit:
- Show the Item in Context:
- Include Identifying Information:
- Report Promptly:within 7 days
- Show the Item in Context:
What Happens Next?
Once you submit your claim through either method, our QC team will review the provided evidence. You will receive updates via the chat system. Upon approval, refunds are typically processed back to your original payment method or HipoBuy wallet balance within a specified number of business days.
We appreciate your cooperation in providing detailed information. This allows us to uphold our service standards and improve the shopping experience for all our users.