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:
Customer reports issue
Contact Hypercape support
Wait for Hypercape confirmation
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 [email protected] 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.