> ## 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.

# Support inbox

> Reply to buyer questions from one place.

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.

## 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.

## 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.

## 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.

## 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.

## 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.