Hoopi Return and Refund Process for Sellers

At Hoopi, we are dedicated to maintaining a fair and efficient platform for both buyers and sellers. This guide outlines the return and refund process for sellers, ensuring clarity and smooth resolution of any issues related to orders.

Seller Responsibilities in the Return and Refund Process

1. Fulfill Orders Accurately:
   Ensure all items are as described and shipped securely to minimize the chance of returns or disputes.

2. Respond to Buyer Queries Promptly:

   • Address buyer concerns within 24 hours of receiving a message.
   • Keep communication polite and professional to resolve issues amicably.

3. Review Return Requests:

   • Buyers must submit a return request within 48 hours of receiving the item for issues like damage or misrepresentation.
   • Verify the buyer’s claims by reviewing provided evidence (e.g., photos, videos).

Steps in the Return and Refund Process

1. Buyer Initiates a Return Request:

   • The buyer contacts Customer Support or the seller directly via the Hoopi app to request a return or refund.
   • Evidence such as photos or videos of the issue must be submitted.

2. Seller Reviews the Request:

   • Sellers must evaluate the buyer's claim and provide a resolution within 24 hours.
   • If the return is valid, the seller must coordinate with the buyer for item collection or replacement.

3. Refund Processing:

   • For approved refunds, sellers must confirm the refund amount.
   • Refunds for payments via FPX, e-wallets, or other methods will be processed by Hoopi Customer Support.

4. Hoopi Assistance for Disputes:

   • If the buyer and seller cannot reach an agreement, Hoopi's Customer Support team will mediate.
   • Hoopi reserves the right to issue refunds directly to the buyer if the seller fails to comply.

Important Notes for Sellers

• Return Shipping Costs:

  • Need to liase with both parties, who will bear the cost.

• Timely Resolution:
  Delayed responses or unresolved issues may result in penalties, including account restrictions or suspensions.

• Refund Timeline:
  Refunds are typically processed within 24 hours working days by Hoopi, with additional time for bank processing (7-14) depending on the payment method.

How to Handle Buyer Refunds via Hoopi

1. Log into Your Hoopi Account:
   Navigate to Orders and locate the transaction in question.

2. Approve Refund Request:
   Follow prompts to accept or dispute the refund request. Provide details and evidence for disputes.

3. Monitor Refund Status:
   Stay updated on the refund process with seller/buyer.

Need Help?

For further assistance with returns or refunds, contact Hoopi Customer Support:

• WhatsApp: 019-485 4920
• Email: help@hoopi.xyz

By adhering to these guidelines, sellers can ensure a seamless experience for both themselves and their buyers on Hoopi.

The Hoopi Team