How it works
Three steps, each one reviewed by a person.
-
You submit the facts
Describe the purchase and the problem, and add relevant evidence. You can save a draft and finish it later.
-
Hami reviews it
A person checks whether the request fits the service and may ask you questions. Hami contacts the seller only after a staff member approves it.
-
Seller response and outcome
The seller can reply through a private link. Hami records the response and the outcome, and you can follow it with your private tracking code.
What Hami does and does not do
- Submitting a request does not guarantee that Hami will accept it, reach the seller, get a response, or arrange a refund.
- Hami is not a law firm and does not give legal advice. It cannot force a seller to do anything.
- The seller receives a limited summary and a private way to reply. Hami does not give the seller your contact details.
- Decisions to accept a request, contact a seller or record an outcome are made by people, not automatically.
Publication is a separate step
Publishing a case summary is separate from handling a request. It needs a staff proposal and human approval, and it does not happen automatically because a seller did not reply. Publication is currently switched off.
What to prepare
- Purchase details: what you bought, when, how much you paid, and an order number if you have one.
- The seller: their Instagram page, website, or any other details you have.
- Evidence: screenshots of messages, a payment receipt, or photos of the item.
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. Please do not upload identity documents or full bank statements unless they are genuinely necessary.
Invitation-only pilot
Hami is running a small pilot. At the moment only people who have been personally invited can submit a request. If you were not invited, you can still read how the service works or contact us.