Resolve an order problem
Track item issues from order history through evidence, seller response, hub proof, outcome, and appeal history.
Start From Order History
- Resolution starts from a completed order, won auction, cart review, or pickup timeline so the item, seller, buyer, and handoff state stay attached.
- Eligible cases include missing item, item condition issue, damage in shipment, wrong item, pickup release problem, and seller delay.
- Review actions stay gated to completed purchases and auction wins.
Evidence Checklist
- Buyers see the documents needed for the selected issue type before submitting a case.
- Common proof includes order number, item photos, packaging photos, tracking status, hub pickup window, and message thread context.
- Incomplete evidence stays visible so support can request the exact missing item rather than restarting the case.
Seller Response
- Sellers get a clear response window, the buyer issue, the evidence provided, and the order facts needed to answer professionally.
- Seller protection considers listing accuracy, response speed, packing proof, handoff confirmation, prior reports, and hub notes.
- Repeated delays, evasive replies, and poor documentation can affect seller standing.
Hub Proof
- Hub-assisted orders attach intake photos, condition notes, accessory counts, packing photos, release codes, and pickup desk notes.
- High-value categories can require serial photos, certificate images, slab photos, sizing tags, or working-condition checks.
- Hub proof gives support a neutral record when buyer and seller notes conflict.
Outcome Paths
- Resolution outcomes can include return requested, partial refund, seller correction, support credit, case denied, hub recheck, or carrier review.
- Each outcome should show the decision reason, evidence considered, next deadline, and buyer or seller action required.
- Money movement stays behind live service approval and owner-controlled permissions.
Appeal History
- Appeals need a new fact, missing document, carrier update, hub note, or category expert review.
- Case history should preserve timestamps, owner changes, evidence requests, seller replies, and outcome changes.
- Appeal decisions should be visible to both sides with private review notes kept separate.
Order Tracking
Pickup, shipment, review, report timeline, and item snapshot.
Report Item Issue
Customer intake for issue type, required proof, seller response, hub proof, and outcome request.
Support Case
Required documents, buyer notes, review timeline, and next actions.
Appeals Center
Buyer appeals, seller appeals, evidence deadlines, decisions, and owner review.
Returns Center
Eligibility, evidence, seller response, refund holds, and review status.
Shipment Handoff
Labels, tracking, packing proof, QR pickup, and issue notes.
Insurance & Claims
Damage claims, custody exceptions, pickup release issues, and evidence packets.
Buyer Protection
Coverage rules, report timing, seller standards, and review gating.
Purchase Protection
Issue windows, evidence checklists, seller response, hub proof, return status, and refund review.
Dispute Evidence
Order snapshots, delivery proof, seller holds, chargeback readiness, and finance approval.
Staff Queue
Support ownership, seller delays, trust holds, hub issues, and escalations.
Support Operations
Queue staffing, evidence handoff, response targets, refund authority, appeals, and quality review.
Current demo state
Issue paths are inspectable.
The demo shows order-linked reports, evidence requirements, seller response, hub proof, review routing, return status, and resolution outcomes using guided data.
Future platform state
Launch resolution needs permissions.
Launch needs secure evidence uploads, notification delivery, refund authority, carrier claim status, role-based review notes, appeal rules, and audit history.