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When a buyer opens a ticket from any of their orders, it lands in your Inbox, and you get an email plus a dashboard notification.

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Ticket states

A ticket moves through these states:
  • Pending — new ticket, you have not opened it yet.
  • Open — you have opened it, you owe the buyer a reply.
  • Awaiting reply — you have replied. Reopens automatically if the buyer responds.
  • Resolved — you marked the issue done. Reopens automatically if the buyer comes back.
  • Closed — archived. The buyer cannot reply to a closed ticket. They must open a new one instead. If you want the buyer to return to the same thread, use Resolved instead.

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Priorities

Tickets carry a priority: LOW, NORMAL, HIGH, URGENT. New tickets default to NORMAL. Raise the priority on a busy day to find the most urgent tickets first.

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Replying

Open the ticket, write your reply, and send it. The buyer is emailed and can respond from their customer dashboard. Every message stays attached to the thread. You can also:
  • Attach files to a reply.
  • Add internal notes that only your team sees, not the buyer.
  • Apply a saved macro for common questions.

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Categorization

Tickets are tagged with a category (for example, “delivery issue” or “refund request”) and a country based on the buyer’s profile. Use these tags to filter the inbox during triage.

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Tickets vs. disputes

A ticket is the buyer talking to you. A dispute is the buyer talking to their bank. Resolve issues through tickets first. This is faster and cheaper, and it skips the chargeback fee that the gateway charges regardless of the dispute outcome. If a buyer threatens a chargeback in a ticket, take it seriously. A refund as credit, or a straight refund, almost always costs less than the fee plus the lost goods.