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Tickets

Your team handles only the exceptions.

Requests outside your policy reach your team as tickets, with the conversation, the reason and the payment.

Request early accessRead the guide
Ticket queue in the merchant panel with a handed-off chat open, the reason it reached the team and the customer’s payment.
Illustrative example, not real data

From the handoff to the last reply.

Tickets that arrive with the full context.

Every ticket says why it came: past the window, over the limit, or a request for a person. Conversation and case attached.

  • The reason in plain words
  • Masked conversation and payment
  • The customer knows what’s next
↪

Refund asked 45 days after purchase

Outside the 30-day refund window

High

Transcript · 6 messages

Reply due in 2 h
With your team
Illustrative example, not real data

Reply by email, act within the policy.

Reply by email from your inbox; answers thread back. Refunds from a ticket follow your policy, with your name on them.

  • Internal notes
  • Refund or cancel in place
  • Exceptions need a code

Ticket #1182 · Refund €240 headphones

The headphones stopped working after six weeks. Can I get a refund?

Sorry about that. I have refunded the full amount to your card.

Refund €240.00 · beyond policyExecuted

Second factor confirmed · recorded

Illustrative example, not real data

Frequently asked questions

Can’t find your question?

See every question merchants ask, or ask us when you request access.

All questionsRequest early access
01Where can handoffs be sent?

To the team queue in the panel, to your helpdesk (Zendesk), to your own system through a signed webhook, or to the queue and a webhook together.

02Does the automation keep replying after a handoff?

No. Once a ticket is with your team, the automation never replies on it again, apart from one acknowledgement to the customer.

03Do response targets take any action on their own?

No. A missed target notifies your team in the panel and by email. It never changes or acts on a ticket.

Start with low limits. Raise them when the record shows it works.

Start in test mode, run your policy against your own history, and go live when the results meet your standards.

Request early accessHow it works
  1. 1A test workspace on your provider’s test mode
  2. 2Your past requests replayed against your policy
  3. 3Live with low limits, raised as the record allows