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Issue Status Definition Glossary

TICKET STATUS ISSUE STATUS DEFINITIONS
Solved Resolved_Approved The reported issue was approved and resolved.
Open Resolved_In Review_swipe The reported issue was approved and resolved based on the Merchant policy, but still requires manual assessment against the swipe policy to determine whether or not we will reimburse the merchant for the refund or replacement.
On hold Resolved_Pending Review_swipe The reported issue was approved and resolved based on the Merchant policy, but has been queued for automatic assessment against the swipe 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_swipe The reported issue requires manual assessment against the swipe 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_swipe 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_swipe 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_swipe The reported issue was not approved for a refund or replacement order, based on the swipe policy. No additional issues can be reported against the order item(s).