Help
Answers to the questions people ask most often.
Who can use Hami?
Hami is for shoppers who have a problem with something they bought from a seller or business, for example an order that did not arrive or an item that was not as described. During the current pilot, only invited participants can submit a request.
Is my problem something Hami can look at?
Hami looks at problems with purchases from sellers or businesses, such as an order that never arrived, a faulty or different item, or a refund that was promised but not paid. A person decides whether each request fits the service. Hami is not a court or law firm and cannot give legal advice.
What happens after I submit?
You see a confirmation and a private tracking code straight away. That is an automatic acknowledgement. A person then reviews your request and normally responds within 2 to 5 business days. That is a response time, not a time to resolve the problem.
How long does it take?
Hami aims to give a human response within 2 to 5 business days, during business hours. How long the whole matter takes depends on the seller and the case, and Hami cannot promise a result.
How do I continue a draft?
When you start a request you are given a continue code. Open “Continue a draft” and enter it. Keep the code private: anyone who has it can open your draft.
I lost my tracking code or private link
For your safety, a case number on its own never opens a case. Email us from the email address you gave in your request and say that you need access again. Do not send codes, links, passwords or evidence by email. We only reply about a case to the contact details recorded on it.
My private link does not open
Private links can expire or be replaced by a newer one. Make sure you opened the whole link. If it still does not work, use your tracking code on the “Follow a request” page, or contact us. Hami will never ask you to email your code.
How do sellers respond?
If staff approve contacting the seller, the seller receives a limited summary and a private link to reply. Seller contact is not automatic or guaranteed, and Hami does not share your contact details with the seller.
I am a seller and received a notice
Please reply using the private link in the notice. Do not contact the shopper directly. If the link does not work, contact us, but do not include the link itself in your message.
Who can see my information?
Authorised Hami staff and the service providers that run the service. Only necessary case information is shared with the seller, and your evidence stays private by default. Publication is currently switched off.
How do I ask for my data to be deleted?
The Data deletion page explains how to ask Hami to access, correct or delete your information, and what may be kept and why.
Can I use English?
Yes. Use the language switch at the top of the page. Your choice is kept when you start or continue a request.
How do I get help?
Read the Help page or contact us. Hami has no emergency or after-hours support. If you are in danger or need urgent help, contact emergency services.