Help
Answers to the questions people ask most.
Getting started
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.
Will Hami handle my problem?
Hami only reviews problems with online purchases, such as an order that never arrived, a faulty item or one not as described, a promised refund that was not paid, or a service that was incomplete or never provided. The Hami team checks whether a request is within our service. Hami is not a court or law firm and does not give legal advice.
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 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.
Your request and codes
How do I continue my draft?
When you start a request, you receive a continue code. Open “Continue a draft” and enter the code. Keep the code to yourself; anyone who has it can open your draft.
I lost my tracking code or private link
Email us from the address you used in your request and say you need help getting access to your case again. If you have your case number, include it. Do not email private codes, access links, passwords or evidence.
My private link does not open
Make sure you opened the whole link. If you are the shopper, you can enter your tracking code on the “Track a request” page. If that does not work, contact us, but do not send the link or private code in your message.
Can I use English?
Yes. Use the language option at the top of the page.
Online sellers
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.
I am an online seller and received a notice
Please send your response and any evidence about the request through the private link in the notice. If the link does not work, contact us, but do not include the link in your message.
Hami usually contacts online sellers by Instagram direct message or through contact details the online business has published, such as email.
Privacy and your information
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 do I ask to see, correct or delete my information?
The “Data deletion” page explains how to ask to see, correct or delete your information, and what may be kept, for how long and why.
Still need help?
Email us; we usually reply within 2 to 5 business days.