PATCH
{micro_service_base_url}
/
orders
/
{order_id}
/
issues
/
{issue_id}
{
  "success": true,
  "message": "<string>",
  "issue_id": "<string>",
  "updated_fields": [
    {}
  ],
  "previous_status": "<string>",
  "new_status": "<string>",
  "refund_processed": true,
  "timestamp": "<string>"
}
This endpoint allows you to update existing order issues as they progress through resolution. You can change status, add resolution notes, process refunds, update priority, and document the complete resolution process.
Issue updates maintain a complete audit trail of all changes, ensuring transparency and accountability in the resolution process.

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Path Parameters

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order_id
string
required
The unique identifier of the order containing the issue
​
issue_id
string
required
The unique identifier of the issue to update

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Request Body

​
notes
string
Additional notes or comments about the issue resolution progress
​
priority
string
Updated priority level: “low”, “medium”, “high”, “critical”
​
status
string
Updated issue status: “open”, “investigating”, “in_progress”, “resolved”, “closed”, “escalated”
​
refund_amount
number
Amount to refund to customer (if applicable)
​
refund_source
string
Source of refund: “merchant”, “platform”, “insurance”, “store_credit”
​
resolution_description
string
Detailed description of how the issue was resolved
​
customer_satisfied
boolean
Whether the customer expressed satisfaction with the resolution
​
follow_up_required
boolean
Whether additional follow-up is needed
​
follow_up_date
string
Scheduled date for follow-up (ISO 8601 format)
​
assigned_to
string
Employee ID of person now assigned to handle the issue
​
updated_by
string
required
Employee ID of person making this update

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Response

​
success
boolean
Indicates whether the issue was successfully updated
​
message
string
Confirmation message or error details
​
issue_id
string
The ID of the updated issue
​
updated_fields
array
List of fields that were successfully updated
​
previous_status
string
Previous status before this update
​
new_status
string
Current status after this update
​
refund_processed
boolean
Whether a refund was processed as part of this update
​
timestamp
string
Timestamp when the update was applied

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Request Example

{
  "notes": "Customer contacted and confirmed wrong items received. Processing replacement order and refund for inconvenience.",
  "priority": "medium",
  "status": "resolved",
  "refund_amount": 15.50,
  "refund_source": "merchant",
  "resolution_description": "Issued full refund for incorrect items and sent replacement order at no charge. Customer very understanding and satisfied with resolution.",
  "customer_satisfied": true,
  "follow_up_required": true,
  "follow_up_date": "2024-01-22T10:00:00Z",
  "updated_by": "emp_cs_001"
}

​
Response Example

{
  "success": true,
  "message": "Issue successfully updated and resolution recorded",
  "issue_id": "issue_123456789",
  "updated_fields": [
    "notes",
    "status",
    "refund_amount",
    "refund_source",
    "resolution_description",
    "customer_satisfied",
    "follow_up_required",
    "follow_up_date"
  ],
  "previous_status": "investigating",
  "new_status": "resolved",
  "refund_processed": true,
  "timestamp": "2024-01-15T16:45:00Z"
}
Refund Processing: When refund_amount is specified, the system initiates the refund process automatically. Processing time depends on the refund_source and payment method.
Customer Communication: Always update the issue when you communicate with the customer. This maintains a complete record of all interactions and helps other team members understand the situation.

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Update Tracking

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Use Cases

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Error Responses

Status Restrictions: Certain status changes may require manager approval or special permissions. Ensure you have appropriate access before attempting status changes to “closed” or “escalated”.

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Field Validation