Seller Dispute SOP & Evidence Guidelines | Hoopi Support

Seller Dispute SOP: Required Evidence for Dispute Requests

If you're a seller submitting a dispute request for a return/refund case, it's essential to provide clear and valid evidence to support your claim. This helps Hoopi conduct a fair investigation and reach a resolution quickly.

We strongly recommend all sellers record and retain video/photo documentation of the parcel during both packing and unboxing stages.

📦 1. Packing Process Video Before Shipping Out

To strengthen your case in a dispute, record a clear video of the packing process that includes the following:

  • ✅ A visible and clear Airway Bill (AWB) attached to the parcel

  • 📦 Full view of external and internal packaging used

  • 🧃 A complete overview of all items packed inside the parcel

📹 2. Unboxing Video Upon Receiving the Returned Parcel

If the buyer returns an item and a dispute arises, an unboxing video must be:

  • One continuous video (no cuts or edits)

  • Recorded before the parcel is opened, showing its original condition

The video should clearly show:

  • ✅ A clear view of the Airway Bill on the parcel

  • 📦 Both external and internal packaging condition

  • 📦 All items received and their conditions

🤝 Your Cooperation Matters

Providing complete and valid evidence will:

  • Help speed up the investigation process

  • Protect you as a seller in case of disputes

  • Allow Hoopi to make fair and informed decisions

If your case is under review, we appreciate your prompt cooperation in submitting the requested materials.

For further assistance, please contact Hoopi Support through the in-app Help Center or WhatsApp at 019-485 4920.

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