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

**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