What should I do if a buyer reports issues on an order?

When a buyer reports an issue with an order, it's important to handle the situation promptly and professionally:

  1. Respond to the buyer as soon as possible and acknowledge their concern.
  2. Request specific information from the buyer regarding the issue. This may involve requesting photos and a description of the problem if they haven't already provided one.
  3. Verify the details provided by the buyer against your records.
  4. Based on your investigation, offer a suitable solution. This could be a replacement, a refund, or another form of compensation.
  5. If you are confident that you are in the right but the buyer insists, and no resolution is reached between the two parties, please contact our Trust and Safety team at trust@hipecommerce.com for assistance.

Hip does not process refunds to the buyer on your behalf; refunds should be handled through PayPal.

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