Welcome to Hami
A simple, clear way to follow up a problem with your online purchase
If you have a problem with goods or a service you bought online, especially from an Instagram store, and contacting the online seller directly has not worked, Hami reviews your request and, if it is accepted, works to follow it up.
Fill in the form with the information and evidence you have. You can save a draft and continue later. Already started? Continue a draft
After you submit, you receive a private tracking code. We usually tell you the result of the initial review, or that we need more information, within 2 to 5 business days. This is the time for a first response, not for resolving the problem.
Currently by invitation only
Right now, only people who have been personally invited can submit a request. You can still read how Hami works or contact us.
How your request is handled
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Private handling
Your evidence stays private by default, and Hami does not give the online seller your contact details.
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Reviewed by the Hami team
A member of the team reviews every request, and people decide whether it is accepted and followed up.
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Clear progress updates
A first response is usually given within 2 to 5 business days. Check the latest status with your tracking code.
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Secure communication
The online seller replies through a private link. Keep your tracking code and continue code to yourself.
What can Hami help with?
Problems with goods or services bought online, especially from Instagram stores; for example:
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Order never arrived
You paid, but the order never reached you.
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Faulty item or incomplete service
What arrived is broken or unusable, or a service was incomplete or never provided.
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Not as described
The item is different from what the online seller showed or promised.
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Refund not paid
The online seller promised a refund, but the money never arrived.
Hami reviews your request and, if it is accepted, can follow it up with the online seller. A refund or the outcome you want is not guaranteed.
How it works
Four steps, from starting a request to its status and outcome.
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Start your request
Describe the online purchase, the problem and any relevant evidence. You can save a draft and continue later.
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Wait for the initial review
The Hami team checks whether the request is within our service and, if needed, asks you for more information.
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We follow it up with the online seller
Once the Hami team approves it, the online seller is sent a summary of the problem and a private link to reply.
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Follow the status and outcome
Use your tracking code to see the latest status and the outcome.
Public recordsBeing prepared
Hami is preparing a section that shows reviewed records of online stores. This section is not active yet. More information
Who can use Hami?
Hami is for shoppers who have a problem with goods or a service bought from an online seller or online business, especially Instagram stores; for example, an order that never arrived or an item that does not match the online seller's description. Right now, only invited people can submit a request.
What happens after I submit?
Straight after you submit, you see a confirmation and receive a private tracking code. The Hami team then reviews the request and usually tells you the result of the initial review and the next step within 2 to 5 business days.
That response says whether the request is accepted or whether we need more information. This is the time for a first response, not for resolving the problem. You can check the latest status at any time with your tracking code.
How does the online seller respond?
Once the Hami team approves it, the online seller receives a summary of the problem and a private link to reply. Hami does not share your contact details with the online seller. Follow your case with your tracking code.
Who can see my information?
Authorised members of the Hami team and the providers needed to run the service. Only the information the case needs is shared with the online seller, and your evidence stays private by default. The Privacy page has more detail. Publishing a case summary is separate from handling a request. This section is not active yet.
How long does it take?
A first response is usually given within 2 to 5 business days. How long the whole matter takes depends on the case and on how the online seller responds.
How do I get help?
Read the common questions on the Help page or get in touch through the Contact us page. We reply during business hours.