Managing Claims

Note: Claims are deprecated in favour for Tickets. Please use tickets in order to be conform with the introduced N-to-N relation between tickets and order units. The claims and claim-messages endpoints will be supported until November 2017.

Claims are problems with an order that have been raised either by the buyer or the seller. They are always bound to an order unit (for more information about orders and order units, see the Managing Orders page). Once a claim has been opened, the seller and buyer communicate with each other through sending messages.

Retrieving Open Claims

You can retrieve the unresolved claims on your sales by sending a GET request to the /claims/seller/ endpoint with the status=opened query parameter. The is_seller_responsible flag indicates that the customer is waiting for you to respond. When it is set to true and you write a message for the claim, this flag will automatically be changed to false, indicating that you have done everything you can and now you're waiting for a response or reaction from the customer.

Example output:

[
	{
		"id_claim": 2308212,
		"id_order_unit": 314567834643241,
		"id_buyer": 135790,
		"ts_created": "2014-11-06 16:32:16",
		"ts_updated": "2014-11-06 16:32:16",
		"status": "opened",
		"open_reason": "product_return",
		"callback_phone": "01234-56789",
		"is_seller_responsible": true
	},
	{
		"id_claim": 2308201,
		"id_order_unit": 314567834600541,
		"id_buyer": 357935,
		"ts_created": "2014-10-22 23:19:45",
		"ts_updated": "2014-10-22 23:19:45",
		"status": "opened",
		"open_reason": "product_defect",
		"callback_phone": "01234-56789",
		"is_seller_responsible": true
	},
	{
		"id_claim": 2308191,
		"id_order_unit": 314567834807241,
		"id_buyer": 579109,
		"ts_created": "2014-10-22 23:06:07",
		"ts_updated": "2014-10-22 23:06:07",
		"status": "opened",
		"open_reason": "product_not_as_described",
		"callback_phone": "01234-56789",
		"is_seller_responsible": false
	}
]

Responding To A Claim

If you want to respond to a claim, you only need the id_claim of the related claim. Then you should send a POST request to the /claim-messages/ endpoint giving id_claim in the request body.

For example, to send a message to the buyer who opened claim #2308211 with the reason product_not_delivered:

POST https://www.real.de/api/v1/claim-messages/

Request body:

{
	"id_claim": 2308211,
	"text": "I'm sorry you did not receive the item you ordered. I will ship another one immediately."
}

By default, sending a message will flip the is_seller_responsible flag to indicate that you have done everything you can and you are now waiting for a response or reaction from the customer. However, sometimes you just want to tell the customer that you are working on the issue, but you're not done yet. For these situations, you can suppress the automatic behavior by adding the "interim_notice": true property to your request. If you do, the is_seller_responsible flag will stay in the true state, indicating that you will follow up with another message.

For example, if you send a message for the claim #2308212 for which the is_seller_responsible flag indicates that you should respond, the flag will not be changed by sending a message with the following request:

POST https://www.real.de/api/v1/claim-messages/

Request body:

{
	"id_claim": 2308212,
	"text": "Just to inform you: I have received your return and I am working on it.",
	"interim_notice": true
}

Closing A Claim

You can close a claim by sending a PATCH request to the /claims/{id_claim}/close/ endpoint.

Example:

PATCH https://www.real.de/api/v1/claims/2308211/close/