Update Order Issue

Update Order Issue

curl --request PATCH \
  --url 'https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}' \
  --header 'Content-Type: application/json' \
  --data '
{
  "notes": "<string>",
  "priority": "<string>",
  "status": "<string>",
  "refund_amount": 123,
  "refund_source": "<string>",
  "resolution_description": "<string>",
  "customer_satisfied": true,
  "follow_up_required": true,
  "follow_up_date": "<string>",
  "assigned_to": "<string>",
  "updated_by": "<string>"
}
'

import requests

url = "https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}"

payload = {
    "notes": "<string>",
    "priority": "<string>",
    "status": "<string>",
    "refund_amount": 123,
    "refund_source": "<string>",
    "resolution_description": "<string>",
    "customer_satisfied": True,
    "follow_up_required": True,
    "follow_up_date": "<string>",
    "assigned_to": "<string>",
    "updated_by": "<string>"
}
headers = {"Content-Type": "application/json"}

response = requests.patch(url, json=payload, headers=headers)

print(response.text)

const options = {
  method: 'PATCH',
  headers: {'Content-Type': 'application/json'},
  body: JSON.stringify({
    notes: '<string>',
    priority: '<string>',
    status: '<string>',
    refund_amount: 123,
    refund_source: '<string>',
    resolution_description: '<string>',
    customer_satisfied: true,
    follow_up_required: true,
    follow_up_date: '<string>',
    assigned_to: '<string>',
    updated_by: '<string>'
  })
};

fetch('https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "PATCH",
  CURLOPT_POSTFIELDS => json_encode([
    'notes' => '<string>',
    'priority' => '<string>',
    'status' => '<string>',
    'refund_amount' => 123,
    'refund_source' => '<string>',
    'resolution_description' => '<string>',
    'customer_satisfied' => true,
    'follow_up_required' => true,
    'follow_up_date' => '<string>',
    'assigned_to' => '<string>',
    'updated_by' => '<string>'
  ]),
  CURLOPT_HTTPHEADER => [
    "Content-Type: application/json"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}"

	payload := strings.NewReader("{\n  \"notes\": \"<string>\",\n  \"priority\": \"<string>\",\n  \"status\": \"<string>\",\n  \"refund_amount\": 123,\n  \"refund_source\": \"<string>\",\n  \"resolution_description\": \"<string>\",\n  \"customer_satisfied\": true,\n  \"follow_up_required\": true,\n  \"follow_up_date\": \"<string>\",\n  \"assigned_to\": \"<string>\",\n  \"updated_by\": \"<string>\"\n}")

	req, _ := http.NewRequest("PATCH", url, payload)

	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.patch("https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}")
  .header("Content-Type", "application/json")
  .body("{\n  \"notes\": \"<string>\",\n  \"priority\": \"<string>\",\n  \"status\": \"<string>\",\n  \"refund_amount\": 123,\n  \"refund_source\": \"<string>\",\n  \"resolution_description\": \"<string>\",\n  \"customer_satisfied\": true,\n  \"follow_up_required\": true,\n  \"follow_up_date\": \"<string>\",\n  \"assigned_to\": \"<string>\",\n  \"updated_by\": \"<string>\"\n}")
  .asString();

require 'uri'
require 'net/http'

url = URI("https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Patch.new(url)
request["Content-Type"] = 'application/json'
request.body = "{\n  \"notes\": \"<string>\",\n  \"priority\": \"<string>\",\n  \"status\": \"<string>\",\n  \"refund_amount\": 123,\n  \"refund_source\": \"<string>\",\n  \"resolution_description\": \"<string>\",\n  \"customer_satisfied\": true,\n  \"follow_up_required\": true,\n  \"follow_up_date\": \"<string>\",\n  \"assigned_to\": \"<string>\",\n  \"updated_by\": \"<string>\"\n}"

response = http.request(request)
puts response.read_body

{
  "success": true,
  "message": "<string>",
  "issue_id": "<string>",
  "updated_fields": [
    {}
  ],
  "previous_status": "<string>",
  "new_status": "<string>",
  "refund_processed": true,
  "timestamp": "<string>"
}

PATCH

{micro_service_base_url}

orders

{order_id}

issues

{issue_id}

Update Order Issue

curl --request PATCH \
  --url 'https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}' \
  --header 'Content-Type: application/json' \
  --data '
{
  "notes": "<string>",
  "priority": "<string>",
  "status": "<string>",
  "refund_amount": 123,
  "refund_source": "<string>",
  "resolution_description": "<string>",
  "customer_satisfied": true,
  "follow_up_required": true,
  "follow_up_date": "<string>",
  "assigned_to": "<string>",
  "updated_by": "<string>"
}
'

import requests

url = "https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}"

payload = {
    "notes": "<string>",
    "priority": "<string>",
    "status": "<string>",
    "refund_amount": 123,
    "refund_source": "<string>",
    "resolution_description": "<string>",
    "customer_satisfied": True,
    "follow_up_required": True,
    "follow_up_date": "<string>",
    "assigned_to": "<string>",
    "updated_by": "<string>"
}
headers = {"Content-Type": "application/json"}

response = requests.patch(url, json=payload, headers=headers)

print(response.text)

const options = {
  method: 'PATCH',
  headers: {'Content-Type': 'application/json'},
  body: JSON.stringify({
    notes: '<string>',
    priority: '<string>',
    status: '<string>',
    refund_amount: 123,
    refund_source: '<string>',
    resolution_description: '<string>',
    customer_satisfied: true,
    follow_up_required: true,
    follow_up_date: '<string>',
    assigned_to: '<string>',
    updated_by: '<string>'
  })
};

fetch('https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "PATCH",
  CURLOPT_POSTFIELDS => json_encode([
    'notes' => '<string>',
    'priority' => '<string>',
    'status' => '<string>',
    'refund_amount' => 123,
    'refund_source' => '<string>',
    'resolution_description' => '<string>',
    'customer_satisfied' => true,
    'follow_up_required' => true,
    'follow_up_date' => '<string>',
    'assigned_to' => '<string>',
    'updated_by' => '<string>'
  ]),
  CURLOPT_HTTPHEADER => [
    "Content-Type: application/json"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}"

	payload := strings.NewReader("{\n  \"notes\": \"<string>\",\n  \"priority\": \"<string>\",\n  \"status\": \"<string>\",\n  \"refund_amount\": 123,\n  \"refund_source\": \"<string>\",\n  \"resolution_description\": \"<string>\",\n  \"customer_satisfied\": true,\n  \"follow_up_required\": true,\n  \"follow_up_date\": \"<string>\",\n  \"assigned_to\": \"<string>\",\n  \"updated_by\": \"<string>\"\n}")

	req, _ := http.NewRequest("PATCH", url, payload)

	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.patch("https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}")
  .header("Content-Type", "application/json")
  .body("{\n  \"notes\": \"<string>\",\n  \"priority\": \"<string>\",\n  \"status\": \"<string>\",\n  \"refund_amount\": 123,\n  \"refund_source\": \"<string>\",\n  \"resolution_description\": \"<string>\",\n  \"customer_satisfied\": true,\n  \"follow_up_required\": true,\n  \"follow_up_date\": \"<string>\",\n  \"assigned_to\": \"<string>\",\n  \"updated_by\": \"<string>\"\n}")
  .asString();

require 'uri'
require 'net/http'

url = URI("https://api.example.com/{{micro_service_base_url}}/orders/{{order_id}}/issues/{{issue_id}}")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Patch.new(url)
request["Content-Type"] = 'application/json'
request.body = "{\n  \"notes\": \"<string>\",\n  \"priority\": \"<string>\",\n  \"status\": \"<string>\",\n  \"refund_amount\": 123,\n  \"refund_source\": \"<string>\",\n  \"resolution_description\": \"<string>\",\n  \"customer_satisfied\": true,\n  \"follow_up_required\": true,\n  \"follow_up_date\": \"<string>\",\n  \"assigned_to\": \"<string>\",\n  \"updated_by\": \"<string>\"\n}"

response = http.request(request)
puts response.read_body

{
  "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.

Path Parameters

string

required

The unique identifier of the order containing the issue

string

required

The unique identifier of the issue to update

Request Body

string

Additional notes or comments about the issue resolution progress

string

Updated priority level: “low”, “medium”, “high”, “critical”

string

Updated issue status: “open”, “investigating”, “in_progress”, “resolved”, “closed”, “escalated”

number

Amount to refund to customer (if applicable)

string

Source of refund: “merchant”, “platform”, “insurance”, “store_credit”

string

Detailed description of how the issue was resolved

boolean

Whether the customer expressed satisfaction with the resolution

boolean

Whether additional follow-up is needed

string

Scheduled date for follow-up (ISO 8601 format)

string

Employee ID of person now assigned to handle the issue

string

required

Employee ID of person making this update

Response

boolean

Indicates whether the issue was successfully updated

string

Confirmation message or error details

string

The ID of the updated issue

array

List of fields that were successfully updated

string

Previous status before this update

string

Current status after this update

boolean

Whether a refund was processed as part of this update

string

Timestamp when the update was applied

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"
}

Issue Status Workflow

Status Progression:

open: Issue newly created, awaiting initial review
investigating: Issue under investigation, gathering information
in_progress: Active resolution efforts underway
resolved: Issue resolved, waiting for confirmation
closed: Issue fully resolved and confirmed
escalated: Issue escalated to higher authority

Status Change Rules:

Issues can move forward or backward in the workflow
Certain status changes trigger automatic notifications
Closed issues require manager approval to reopen
Escalated issues follow special handling procedures

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.

Update Tracking

Audit Trail Features

When an issue is updated, the system automatically tracks:

Change History: All field changes with before/after values
User Attribution: Who made each change and when
Status Timeline: Complete progression through resolution stages
Communication Log: Record of all customer interactions
Resolution Metrics: Time to resolution and satisfaction scores
Pattern Analysis: Data for identifying recurring issues

Use Cases

Common Update Scenarios

Status Updates

Move issue through resolution workflow
Track progress and milestones
Communicate current state to stakeholders

Resolution Documentation

Record final resolution details
Document customer satisfaction
Plan follow-up activities

Refund Processing

Process partial or full refunds
Track refund sources and amounts
Document financial resolution

Escalation Management

Escalate complex issues
Reassign to specialists
Update priority based on severity

Quality Improvement

Add detailed resolution notes
Identify process improvements
Document lessons learned

Error Responses

Common Error Scenarios

Issue Not Found

{
  "success": false,
  "message": "Issue not found",
  "error_code": "ISSUE_NOT_FOUND",
  "issue_id": "invalid-issue-id"
}

Invalid Status Transition

{
  "success": false,
  "message": "Invalid status transition",
  "error_code": "INVALID_STATUS_TRANSITION",
  "current_status": "closed",
  "attempted_status": "investigating"
}

Refund Processing Error

{
  "success": false,
  "message": "Unable to process refund",
  "error_code": "REFUND_FAILED",
  "refund_amount": 15.50,
  "reason": "Payment method no longer valid"
}

Permission Denied

{
  "success": false,
  "message": "Insufficient permissions to update this issue",
  "error_code": "PERMISSION_DENIED",
  "required_role": "customer_service_manager"
}

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”.

Field Validation

Update Validation Rules

notes

Maximum length: 2000 characters
Required when changing status to “resolved” or “closed”
Cannot be empty string

priority

Must be one of: “low”, “medium”, “high”, “critical”
Critical priority issues trigger immediate notifications
Priority increases require justification in notes

status

Must follow valid status transition rules
Some transitions require manager approval
Cannot skip required workflow steps

refund_amount

Must be positive number
Cannot exceed original order amount
Requires refund_source when specified

refund_source

Must be one of: “merchant”, “platform”, “insurance”, “store_credit”
Required when refund_amount is specified
Different sources have different processing times

API Documentation - Legacy

API Documentation - Latest

Path Parameters

Request Body

Response

Request Example

Response Example

Update Tracking

Use Cases

Error Responses

Field Validation

​Path Parameters

​Request Body

​Response

​Request Example

​Response Example

​Update Tracking

​Use Cases

​Error Responses

​Field Validation

Path Parameters

Request Body

Response

Request Example

Response Example

Update Tracking

Use Cases

Error Responses

Field Validation