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.
- Submit the ticket by selecting the appropriate status (Please see the sample ticket below)
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STATUS |
WHEN TO USE |
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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. |
|
Pending |
When waiting for more information from the customer (e.g., photo or video, or courier’s investigation results) |
|
Solved |
When you've provided a solution and answered all questions 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.