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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.

​
Path Parameters

​
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

​
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

​
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

​
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"
}
Status Progression:
  1. open: Issue newly created, awaiting initial review
  2. investigating: Issue under investigation, gathering information
  3. in_progress: Active resolution efforts underway
  4. resolved: Issue resolved, waiting for confirmation
  5. closed: Issue fully resolved and confirmed
  6. 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

When an issue is updated, the system automatically tracks:
  1. Change History: All field changes with before/after values
  2. User Attribution: Who made each change and when
  3. Status Timeline: Complete progression through resolution stages
  4. Communication Log: Record of all customer interactions
  5. Resolution Metrics: Time to resolution and satisfaction scores
  6. Pattern Analysis: Data for identifying recurring issues

​
Use Cases

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

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

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
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