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How it works

Four steps, from starting a request to its status and outcome.

How it works

  1. Start your request

    Describe the online purchase, the problem and any relevant evidence. You can save a draft and continue later.

  2. Wait for the initial review

    The Hami team checks whether the request is within our service and, if needed, asks you for more information.

  3. 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.

  4. Follow the status and outcome

    Use your tracking code to see the latest status and the outcome.

What Hami can and cannot do

  • Submitting a request does not mean it is accepted; acceptance follows a review by the Hami team.
  • Hami is not a court, government body or law firm and does not give legal advice. A refund or a particular outcome is not guaranteed.
  • Your contact details are not given to the online seller, and your evidence stays private by default.
  • Members of the team decide whether a request is accepted and followed up.

Publication is a separate step

Hami plans to publish reviewed records of online stores and the outcome of requests, so shoppers get a clearer picture of how stores respond and handle after-sales service.

These records will not only be negative; cases resolved with the online seller's cooperation will be included too.

Publishing a case summary is separate from handling a request and will respect privacy.

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More information

What to prepare

  • Online purchase details: what you bought, when, how much you paid, and an order number if you have one.

  • The online seller: their Instagram page or the store's website.

  • Evidence: screenshots of your messages with the seller, a payment receipt, or photos of the item.

  • The outcome you want: for example, delivery of the order, a replacement or a refund.

You can attach up to 3 photos (JPEG, PNG or WebP, up to 5 MB each) and 1 MP4 video (up to 15 MB and 10 seconds).

Only send what is needed, and cover unrelated sensitive details in your evidence. Do not send passwords, login codes or unnecessary identity documents.

Ready to start?

Start a request Track a request

Fill in the form with the information and evidence you have. You can save a draft and continue later. Already started? Continue a draft

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.