> For the complete documentation index, see [llms.txt](https://guide.hypercape.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guide.hypercape.com/reference/partner-seller-faq.md).

# \[Partner Seller] FAQ

Quick answers first. Deeper details are linked.

### Shopify

<details>

<summary><strong>How do I connect Hypercape to my Shopify store?</strong></summary>

Use the Dev Dashboard App method.

Go to [Step 1. Connect Shopify](/connect-shopify-guide/step-1.-connect-shopify.md).

</details>

<details>

<summary><strong>How do I import products to my Shopify store?</strong></summary>

Importing adds items to your Import List.

You still must **Send to Shopify**, then set the Shopify product status to **Active**.

Go to [Step 2. Import Products](/connect-shopify-guide/step-2.-import-products.md).

</details>

### Costs & fees

<details>

<summary><strong>Any extra charge over product cost?</strong></summary>

No service fee. No transaction fee.

You pay:

* Product supply cost
* Shipping cost

Shipping is charged **per order (per shipment)**. It is not charged per product.

For margin math, see [\[Partner Seller\] Shipping & Margin](/reference/partner-seller-shipping-and-margin.md).

</details>

### Orders

<details>

<summary><strong>I clicked “Sync Orders” but my orders don’t appear.</strong></summary>

Only orders that contain products **imported via Hypercape** can be synced.

Check:

* The ordered item exists in your **My Product** page.
* The order is a normal paid order (not draft).

More fixes: [\[Partner Seller\] Troubleshooting](/reference/partner-seller-troubleshooting.md).

</details>

<details>

<summary><strong>Does renaming products in Shopify affect order sync?</strong></summary>

No. Renaming products imported from Hypercape does not affect sync.

You can break syncing in these cases:

* You copy an imported product, sell the copy, then delete the original.
* You replace the imported product with a different product.

See the warning section in [Step 2. Import Products](/connect-shopify-guide/step-2.-import-products.md).

</details>

<details>

<summary><strong>When do I need to pay for an order?</strong></summary>

You must pay **before** we ship to your customer.

Flow:

1. Your customer pays on your Shopify store.
2. You sync the order in Hypercape.
3. You pay supply price + shipping cost.
4. Hypercape ships direct to your customer.

See [Step 3. Sync & Fulfill Orders](/connect-shopify-guide/step-3.-sync-and-fulfill-orders.md).

</details>

<details>

<summary><strong>How long does order processing take?</strong></summary>

Typical processing time is **0–2 business days** after payment.

It can take longer depending on product and exceptions.

See [Step 3. Sync & Fulfill Orders](/connect-shopify-guide/step-3.-sync-and-fulfill-orders.md).

</details>

<details>

<summary><strong>What happens if the ordered product is out of stock?</strong></summary>

If an item becomes unavailable after sync, Hypercape credits **$5 per affected order**.

More context: [\[Partner Seller\] Troubleshooting](/reference/partner-seller-troubleshooting.md).

</details>

<details>

<summary><strong>Is there a limit on order quantity?</strong></summary>

Max quantity is **99 units per product**.

If you need wholesale volume, email **<help@hypercape.com>**.

</details>

### Payments & credits

<details>

<summary><strong>What payment options are available?</strong></summary>

Two options:

* **PayPal** for card payments
* **Prepayment (WISE)** credits

Prepayment credits can reduce what you pay at checkout.

See the payment flow in [Step 3. Sync & Fulfill Orders](/connect-shopify-guide/step-3.-sync-and-fulfill-orders.md).

</details>

<details>

<summary><strong>Is prepayment refundable?</strong></summary>

Yes. Prepayment can be refunded, even if partially used.

Refund is prorated by the original purchase rate.

Example (5% bonus credits):

* You bought **1,050 credits** with **$1,000**.
* You spent **420 credits**.
* Remaining credits: **630**.
* Refund: **$600** (= 630 / 1.05).

</details>

### Shipping

<details>

<summary><strong>How do shipping fees work?</strong></summary>

Shipping is:

* Charged **per order (per shipment)**
* A fixed rate by shipping method

Basics: [\[Partner Seller\] Shipping & Margin](/reference/partner-seller-shipping-and-margin.md).

</details>

<details>

<summary><strong>Which shipping method will be used if my Shopify customer picks a method?</strong></summary>

Shopify shipping selection does not control fulfillment shipping.

You choose the shipping method at Hypercape checkout.

Profit formula and setup guidance: [\[Partner Seller\] Shipping & Margin](/reference/partner-seller-shipping-and-margin.md).

</details>

<details>

<summary><strong>What is the difference between K-PACKET and EXPRESS?</strong></summary>

* **K-PACKET**: cheaper, slower. Typical lead time **2–3 weeks**.
* **EXPRESS (FedEx/DHL)**: faster, higher quality. Typical lead time **3–5 business days**.

Full breakdown: [\[Partner Seller\] Shipping & Margin](/reference/partner-seller-shipping-and-margin.md).

</details>

<details>

<summary><strong>I chose K-PACKET. Why was it shipped by Express?</strong></summary>

Orders can be upgraded to Express due to weight or carrier constraints.

This can happen if the shipping cost difference is minimal.

See [\[Partner Seller\] Shipping & Margin](/reference/partner-seller-shipping-and-margin.md).

</details>

<details>

<summary><strong>Can I choose the Express carrier (DHL, FedEx, etc.)?</strong></summary>

No. Carrier is selected by Hypercape based on destination and availability.

</details>

<details>

<summary><strong>Do you provide tracking?</strong></summary>

Yes. Tracking number and link appear in your Hypercape order list after shipment.

We also share packing videos via YouTube.

</details>

<details>

<summary><strong>What should I do for damaged, wrong, or missing shipments?</strong></summary>

Prepare:

* Photo of the shipping waybill
* Photo of the full box with the waybill attached
* Photo of the full product(s) in question

Keep the original box and labels.

Also see [\[Partner Seller\] Troubleshooting](/reference/partner-seller-troubleshooting.md).

</details>

### Customs & returns

<details>

<summary><strong>Who pays customs and duty?</strong></summary>

Customs duties and import taxes are generally paid by the importer (your customer).

More detail: [\[Partner Seller\] Policy & Compliance](/reference/partner-seller-policy-and-compliance.md).

</details>

<details>

<summary><strong>Can I prepay customs for my customer?</strong></summary>

No. Customs prepayment is not supported.

Reason: global variation + high carrier prepayment fees.

More policy detail: [\[Partner Seller\] Policy & Compliance](/reference/partner-seller-policy-and-compliance.md).

</details>

<details>

<summary><strong>What is the remorse return policy?</strong></summary>

Buyer pays return-related costs (both-way shipping, warehousing, duties, carrier fees).

Do not refund end customers until Hypercape confirms the return.

See [\[Partner Seller\] Policy & Compliance](/reference/partner-seller-policy-and-compliance.md).

</details>

### Policy

<details>

<summary><strong>Can I get any certificates issued by brands?</strong></summary>

No. Hypercape does not issue brand certificates.

See [\[Partner Seller\] Policy & Compliance](/reference/partner-seller-policy-and-compliance.md).

</details>

### Products

<details>

<summary><strong>I can’t find a product I’m looking for.</strong></summary>

Email us with product info or URL: **<help@hypercape.com>**.

</details>

<details>

<summary><strong>Can I sell bundles or custom sets?</strong></summary>

Yes. You can create bundles on Shopify and place orders in Hypercape.

Auto-sync does not work for custom sets.

You must place the order manually:

* Enter the customer address per order
* Add the items to the cart manually

</details>

<details>

<summary><strong>My customer received a product that looks different from the product photos.</strong></summary>

Brands sometimes renew packaging or wording without notice.

If the formulation is the same, this is not treated as a wrong item.

Returns are not available for packaging-only differences.

</details>

<details>

<summary><strong>What about product expiration dates?</strong></summary>

Most products have a shelf life of **1+ year**.

If a brand discontinues or runs out of stock, replacement inventory may have a shorter shelf life.

</details>

### Packaging

<details>

<summary><strong>Do you offer custom packaging?</strong></summary>

Yes. Additional charges can apply.

Common requests:

* In-package stickers/flyers: **$1 per order**
* Customized box: **$1 per order**

You must ship materials to our Korea office.

More detail: [\[Partner Seller\] Policy & Compliance](/reference/partner-seller-policy-and-compliance.md).

</details>

### Platform support

<details>

<summary><strong>Can I use Hypercape with platforms other than Shopify?</strong></summary>

To use full integration features, you need Shopify.

Currently, integration is Shopify-only.

</details>

### Need help?

Email **<help@hypercape.com>**.

Include:

* Your Shopify store URL
* Order number (if relevant)
* Screenshots
* A short description of the issue