[Partner Seller] Troubleshooting

Common issues and solutions for Hypercape partner sellers.

Connection Issues

Products Not Syncing from Hypercape

Problem: Can't see products in Shopify after connecting

Solutions:

1. Verify API permissions are correctly set (see Step 1. Connect Shopify for required scopes)

2. Check if app installation completed successfully

3. Try disconnecting and reconnecting the app

4. Contact support if issue persists

Order Sync Issues

Orders Don't Appear After Sync

Problem: Clicked "Sync Orders" but orders don't show up in Hypercape BIZ

Solution: Only products imported through Hypercape can be synced. Check if the ordered product exists in your "My Product" page. If not, import it first from Hypercape catalog.

Product Issues

Product Out of Stock

What happens: If a product is unavailable after you sync an order, Hypercape credits $5 per order to your account and notifies you.

Action needed: Refund or offer alternative product to your customer.

Product Has Short Expiration Date

Issue: Received product with less than 1 year shelf life

Explanation: If a product is discontinued or out of stock from the brand, Hypercape may ship products with shorter shelf life. This is normal and cannot be returned.

Payment & Refund

When to Refund Customers

⚠️ IMPORTANT: Do NOT refund customers until Hypercape confirms the return or issue resolution.

Process:

1. Customer reports issue

2. Contact Hypercape support

3. Wait for Hypercape confirmation

4. Then process refund to customer

Order Limits

Maximum Quantity Per Product

Limit: 99 units per product per order

For bulk orders: If you need to order more than 99 units of a single product, contact [e-mail] for wholesale inquiries.

Shipping issues

Damaged, wrong, or missing shipments

Send these photos to support:

• Shipping waybill (label) photo

• Full box photo with the waybill attached

• Full product photo showing the issue

Do not throw away the original box or labels. We may need them for carrier claims.

What level of damage is refundable/returnable?

If only the outer shipping box or packaging is damaged, we do not treat it as damage.

We review cases where the item itself is damaged or incorrect.

Contact Support

Email: [e-mail]

Response time: Usually within 1-2 business days

Include in your message:

• Your store name/URL

• Order number (if applicable)

• Screenshots of the issue

• Detailed description of the problem