So that your tickets appear in the correct view, sellers will need to ensure that each ticket has the correct status.
How to change the ticket status:
- Click on the ticket link to open the ticket
- Click the arrow on the right-hand side of the 'Submit as' button
- Click the status required and the ticket will update
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Open |
Open status tickets require your response. A ticket can remain open if you need to follow up with a third party for further details. |
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Pending |
Pending status is waiting on a response from the customer. Eg: to provide photos/ answer a question |
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Solved |
A Solved status means you have resolved the issue. Only submit the ticket as solved when the issue is complete. Note: customers receive a feedback survey to review your service when the ticket is solved. |
Note: Please ensure that the issue has been addressed before submitting the ticket as solved.