CASE-1007 documentation requested
Support cases connect order record, buyer notes, seller messages, handoff proof, photos, review notes, and resolution status.
Next step: complete the case packet
Keep the order snapshot, report intake, photos, seller thread, and requested resolution together before support review.
Hub receipt snapshot
Support asks for the same receipt pieces the buyer already saw: seller intake, proof packet, handoff proof, and issue documentation.
Required Documentation
- Order or auction record.
- Delivery or pickup confirmation.
- Photos of packaging and item condition.
- Seller message history.
- Requested resolution.
Case Timeline
- Buyer opened item report from purchase history.
- Support requested buyer outsole photos and seller messages.
- Review note added: compare the listing, intake photos, and completed handoff.
- Next step: upload remaining documentation.
Purchases Center
Open the order snapshot, receipt, pickup or shipment proof, report entry, and support context.
Report Item Issue
Review the customer intake flow that collects issue type, required proof, requested outcome, seller response, and hub proof.
What support reviews next
- Assign a support owner.
- Review seller response time and item detail record.
- Explain what is missing before the case can move to resolution.
Policy Basis
Buyer protection and report rules define required evidence and eligible issue types.
Current demo state
Support workflow is shown as a case file.
The demo shows required documentation, buyer notes, seller context, handoff proof, review notes, and status changes without opening a real support ticket.
Future platform state
Launch support needs ownership and outcomes.
Launch needs staffed queues, evidence upload, seller response windows, refund authority, appeal history, resolution policy, and audit trails.