| TICKET STATUS | ISSUE STATUS | DEFINITIONS | |
| Solved |
Resolved_Approved
|
The reported issue was approved and resolved. | |
| Open | Resolved_In Review_Route | The reported issue was approved and resolved based on the Merchant policy, but still requires manual assessment against the Route policy to determine whether or not we will reimburse the merchant for the refund or replacement. | |
| On hold | Resolved_Pending Review_Route | The reported issue was approved and resolved based on the Merchant policy, but has been queued for automatic assessment against the Route policy to determine whether or not we will reimburse the merchant for the refund or replacement. | |
| Open | Approved_Needs Resolution | The reported issue was approved, but has not yet been successfully resolved. | |
| Open | In Review_Route | The reported issue requires manual assessment against the Route policy to determine whether or not we will resolve it with a refund or replacement. | |
| Open | In Review_Merchant | The reported issue requires manual assessment against the Merchant policy to determine whether or not we will resolve it with a refund or replacement. | |
| Pending | Action Required_Route | The reported issue requires the customer to submit a police report or confirm delivery. | |
| Pending | Action Required_Merchant | The reported issue requires the customer to submit a police report or confirm delivery. | |
| On hold | Pending Review_Route | The reported issue has been queued for automatic assessment to determine whether or not we will resolve it with a refund or replacement. | |
| On hold | Pending Review_Merchant | The reported issue has been queued for automatic assessment to determine whether or not we will resolve it with a refund or replacement. | |
| Solved | Closed | The reported issue was not approved for a refund or replacement order at this time. The customer may still report additional issues against the order item(s). | |
| Solved | Not Approved_Merchant | The reported issue was not approved for a refund or replacement order, based on the Merchant policy. No additional issues can be reported against the order item(s). | |
| Solved | Not Approved_Route | The reported issue was not approved for a refund or replacement order, based on the Route policy. No additional issues can be reported against the order item(s). |