> 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-troubleshooting.md). # \[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](/connect-shopify-guide/step-1.-connect-shopify.md) 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 **** 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:** **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 --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://guide.hypercape.com/reference/partner-seller-troubleshooting.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.