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Documentation Index

Fetch the complete documentation index at: https://docs.shoppex.io/llms.txt

Use this file to discover all available pages before exploring further.

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

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Ticket states

A ticket moves through these states:
  • Pending — new ticket, you haven’t opened it yet.
  • Open — you’ve opened it, you owe the buyer a reply.
  • Awaiting reply — you’ve 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’d have to open a new one. Use Resolved if you want them to be able to come back to the same thread.

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Priorities

Tickets carry a priority: LOW, NORMAL, HIGH, URGENT. Newly created tickets default to NORMAL. Bump priority on a busy day to surface the worst fires.

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Replying

Open the ticket, write your reply, send. 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 (e.g. “delivery issue”, “refund request”) and a country based on the buyer’s profile. Use these 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. Always resolve through tickets first — it’s faster, cheaper, and skips the chargeback fee that the gateway will charge you regardless of dispute outcome. If a buyer threatens a chargeback in a ticket, take it seriously. A refund-as-credit (or a straight refund) almost always beats the fee + lost goods.