eBay Resolution Case Management APIVersion 1.3.0

escalateToCustomerSupport



Note: The Resolution Case Management API is no longer recommended. Instead, current users of the Resolution Case Management API should make plans to migrate to, and use the Return, Inquiry, and Case Management operations of the Post-Order API. New users interested is programmatically managing and resolving Item Not Received (INR) and Return/SNAD (Significantly Not as Described) cases, should also make plans to integrate with the Post-Order API. Since the Resolution Case Management API was first released, there have been many changes made to post-order flows, and Resolution Case Management API does not support all features and logic of the new flows. This API will be deprecated in the near future.

This call allows a seller to escalate an open Item Not Received or Significantly Not As Described case to eBay customer support. Upon providing the case ID for the case and the reason for escalation in the call request, the escalation request is submitted to eBay customer support for consideration.

Note: Users of this call should start using the POST /post-order/v2/inquiry/{inquiryId}/escalate call of the Post-Order API to escalate an Item Not Received inquiry to an eBay Customer Support INR case, or the POST /post-order/v2/return/{returnId}/escalate call of the Post-Order API to escalate a return request to an eBay Customer Support Return case.

Request Details

In the escalateToCustomerSupport request, the seller must provide the case ID, the case type (EBP_INR or EBP_SNAD only), and a reason for the escalation. The escalation reason is specified in the escalationReason.sellerINRReason field for an Item Not Received case, or in the escalationReason.sellerSNADReason field for a Significantly Not As Described case. There is an optional comments field that allows the seller to provide further explanation or justification of their escalation reason. Using the comments field is recommended if the seller sets the escalation reason to 'OTHER'. If the caseId.id and caseId.type values don't match, the request is processed (if caseId.id is valid) but a warning message is returned.

If not already known, the case ID for an eBay Buyer Protection case can be retrieved with a call to getUserCases. If you make this call, use EBP_INR and/or EBP_SNAD case type filters to restrict results to eBay Buyer Protection Item Not Received and/or Significantly Not As Described cases. To get more detailed information on an eBay Buyer Protection case, call getEBPCaseDetail, using the same case ID in the request.

Working with the Response

The response for escalateToCustomerSupport includes the standard fields for a successful call, which are timestamp and version. If applicable, errors and/or warnings may be returned in an errorMessage container.



Input

See also Samples.

The box below lists all fields that could be included in the call request. To learn more about an individual field or its type, click its name in the box (or scroll down to find it in the table below the box).

<?xml version="1.0" encoding="utf-8"?>
<escalateToCustomerSupportRequest xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
  <!-- Call-specific Input Fields -->
  <caseId> CaseIdType
    <id> string </id>
    <type> CaseType </type>
  </caseId>
  <comments> string </comments>
  <escalationReason> EscalationReasonType
    <buyerINRReason> BuyerINREscalationReasonType </buyerINRReason>
    <buyerSNADReason> BuyerSNADEscalationReasonType </buyerSNADReason>
    <sellerINRReason> SellerINREscalationReasonType </sellerINRReason>
    <sellerSNADReason> SellerSNADEscalationReasonType </sellerSNADReason>
  </escalationReason>
</escalateToCustomerSupportRequest>
Argument Type Occurrence Meaning
caseId CaseIdType Required This container is used to identify a specific eBay Buyer Protection case opened by a buyer in the eBay Resolution Center.
caseId.id string Required Unique identifier of the case. The caseId.id value is required in the request of every call except getVersion. The caseId.id value for a case is always returned in the caseSummary container of the getUserCases and getEBPCaseDetail calls.
Max length: 38.
caseId.type CaseType Required eBay case type. Case types include eBay Buyer Protection and PayPal Buyer Protection cases (opened through the Resolution Center), older disputes created through other sites, and Unpaid Item or Cancel Transaction disputes created through the Resolution Center or with the AddDispute call of the Trading API.

Applicable values:

EBP_INR
An Item Not Received case opened by a buyer in the Resolution Center.
EBP_SNAD
A Significantly Not As Described case opened by a buyer in the Resolution Center.

(Not all values in CaseType apply to this field.)
comments string Optional This optional field allows the seller to add a supporting comment to justify the escalation reason. This comment is intended to be read by eBay customer support. It is in the best interest of the seller that he/she includes a comment in this field if the specified sellerINRReason or sellerSNADReason is 'OTHER'.
Max length: 1000.
escalationReason EscalationReasonType Required This container holds the reason why the seller is escalating an open case to eBay customer support. Based on whether it is an Item Not Received or Significantly Not As Described case, the seller will include either the sellerINRReason or sellerSNADReason field under the escalationReason container.
escalationReason
  .buyerINRReason
BuyerINREscalationReasonType Conditional For future use.

Applicable values:

ITEM_NOT_RECEIVED
For future use.
OTHER
For future use.
SELLER_NO_RESPONSE
For future use.
TROUBLE_COMMUNICATION_WITH_SELLER
For future use.
escalationReason
  .buyerSNADReason
BuyerSNADEscalationReasonType Conditional For future use.

Applicable values:

OTHER
For future use.
SELLER_NO_RESPONSE
For future use.
TROUBLE_COMMUNICATION_WITH_SELLER
For future use.
escalationReason
  .sellerINRReason
SellerINREscalationReasonType Conditional This field contains the applicable reason why the seller is escalating an eBay Buyer Protection Item Not Received case.

Applicable values:

BUYER_STILL_UNHAPPY_AFTER_REFUND
This value is passed into the escalationReason.sellerINRReason field of the escalateToCustomerSupport request if the seller issued a refund to the buyer, but the buyer is still not satisfied.
ITEM_SHIPPED_WITH_TRACKING
This value is passed into the escalationReason.sellerINRReason field of the escalateToCustomerSupport request if the seller has already shipped the item to the buyer and provided tracking information.
OTHER
This value is passed into the escalationReason.sellerINRReason field of the escalateToCustomerSupport request if the seller is escalating the case for any other reason besides the other three reasons defined in SellerINREscalationReasonType. If this value is used, it is recommended that the seller also use the comments field in the escalateToCustomerSupport request to justify and support the escalation reason.
TROUBLE_COMMUNICATION_WITH_BUYER
This value is passed into the escalationReason.sellerINRReason field of the escalateToCustomerSupport request if the seller is having trouble communicating with the buyer.
escalationReason
  .sellerSNADReason
SellerSNADEscalationReasonType Conditional This field contains the applicable reason why the seller is escalating an eBay Buyer Protection Significantly Not As Described case.

Applicable values:

BUYER_STILL_UNHAPPY_AFTER_REFUND
This value is passed into the escalationReason.sellerSNADReason field of the escalateToCustomerSupport request if the seller issued a refund to the buyer, but the buyer is still not satisfied.
OTHER
This value is passed into the escalationReason.sellerSNADReason field of the escalateToCustomerSupport request if the seller is escalating the case for any other reason besides the other three reasons defined in SellerSNADEscalationReasonType. If this value is used, it is recommended that the seller also use the comments field in the escalateToCustomerSupport request to justify and support the escalation reason.
TROUBLE_COMMUNICATION_WITH_BUYER
This value is passed into the escalationReason.sellerSNADReason field of the escalateToCustomerSupport request if the seller is having trouble communicating with the buyer.



Output

See also Samples.

The box below lists all fields that might be returned in the response. To learn more about an individual field or its type, click its name in the box (or scroll down to find it in the table below the box).

<?xml version="1.0" encoding="utf-8"?>
<escalateToCustomerSupportResponse xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
  <!-- (No call-specific Output fields) -->

  <!-- Standard Output Fields -->
  <ack> AckValue </ack>
  <errorMessage> ErrorMessage
    <error> ErrorData
      <category> ErrorCategory </category>
      <domain> string </domain>
      <errorId> long </errorId>
      <exceptionId> token </exceptionId>
      <message> string </message>
      <parameter name="string"> ErrorParameter (string) </parameter>
      <!-- ... more parameter values allowed here ... -->
      <severity> ErrorSeverity </severity>
      <subdomain> string </subdomain>
    </error>
    <!-- ... more error nodes allowed here ... -->
  </errorMessage>
  <timestamp> dateTime </timestamp>
  <version> string </version>
</escalateToCustomerSupportResponse>
Return Value Type Occurrence Meaning
(No call-specific fields)
Standard Output Fields  
ack AckValue Always

Applicable values:

Failure
eBay encountered a fatal error during the processing of the request, causing the request to fail. When a serious application-level error occurs, the error is returned instead of the business data.
PartialFailure
eBay successfully processed the request, but one or more non-fatal errors occurred during the processing. Inspect the message details and resolve any problems before resubmitting the request.
Success
eBay successfully processed the request and the business data is returned in the response. Note that it is possible for a response to return Success, but still not contain the expected data in the result.
Warning
The request that triggered the error was processed successfully but with one or more warnings.

Code so that your app gracefully handles any future changes to this list.
errorMessage ErrorMessage Conditionally Information for an error or warning that occurred when eBay processed the request. This field is not returned if the ack value is Success.
errorMessage.error ErrorData Conditionally,
repeatable: [0..*]
Details about a single error.
errorMessage.error.category ErrorCategory Conditionally There are three categories of errors: request errors, application errors, and system errors.

Applicable values:

Application
An error occurred due to a problem with the request, with the most likely source being the application sending the request. For example, the request is missing a required data element or it contains an invalid field. The problem must be corrected before the request can be resent. Inspect the error message to find the cause of the problem. If the problem is due to an application error, modify the application and resend the request. If the error is due to invalid data, the source of the data must be corrected before you resend the resend request to eBay.
Request
An error occurred due to a problem with the request, with the most likely source being missing or invalid data in the request. The problem must be corrected before the request can be retried. Inspect the error message to find the cause of the problem. If the problem is a result of end-user data, alert the end-user to the problem and provide the means for them to correct the problem. Once the problem is resolved, resend the request to eBay.
System
Indicates that an error has occurred on the eBay system side. For example, a database or server could be down. Inspect the error message to find the cause of the problem. If the problem is on the eBay side, an application can retry the request a reasonable number of times (eBay recommends twice). If the error persists, contact Developer Technical Support. Once the problem has been resolved, the request may be resent in its original form.

Code so that your app gracefully handles any future changes to this list.
errorMessage.error.domain string Conditionally Name of the domain in which the error occurred.
errorMessage.error.errorId long Conditionally A unique code that identifies the particular error condition that occurred. Your application can use error codes as identifiers in your customized error-handling algorithms.
errorMessage.error.exceptionId token Conditionally Unique identifier for an exception associated with an error.
errorMessage.error.message string Conditionally A detailed description of the condition that caused the error.
errorMessage.error.parameter ErrorParameter (string) Conditionally,
repeatable: [0..*]
Various warning and error messages return one or more variables that contain contextual information about the error. This is often the field or value that triggered the error.
errorMessage.error.parameter
  [ attribute name ]
string Conditionally Various warning and error messages return one or more variables that contain contextual information about the error. This is often the field or value that triggered the error.
errorMessage.error.severity ErrorSeverity Conditionally Indicates whether the reported problem is fatal (an error) or is less- severe (a warning). Review the error message details for information on the cause.

If the request fails and the application is the source of the error (for example, a required element is missing), update the application before you retry the request. If the problem is due to incorrect user data, alert the end-user to the problem and provide the means for them to correct the data. Once the problem in the application or data is resolved, re-send the request to eBay.

If the source of the problem is on eBay's side, you can retry the request a reasonable number of times (eBay recommends you try the request twice). If the error persists, contact Developer Technical Support. Once the problem has been resolved, you can resend the request in its original form.

If a warning occurs, warning information is returned in addition to the business data. Normally, you do not need to resend the request (as the original request was successful). However, depending on the cause of the warning, you might need to contact the end user, or eBay, to effect a long term solution to the problem.

Applicable values:

Error
eBay encountered a fatal error during the processing of the request, causing the request to fail. When eBay encounters an error, it returns error data instead of the requested business data. Inspect the error details and resolve the problem before resubmitting the request.
Warning
The request was successfully processed, but eBay encountered a non-fatal error during the processing that could affect the data returned. For example, eBay might have changed the value of an input field. In this case, eBay returns a successful response, but it also returns a warning. For best results, requests should return without warnings. Inspect the warning details and resolve the problem before resubmitting the request.

Code so that your app gracefully handles any future changes to this list.
errorMessage.error.subdomain string Conditionally Name of the subdomain in which the error occurred.
timestamp dateTime Always This value represents the date and time when eBay processed the request. The time zone of this value is GMT and the format is the ISO 8601 date and time format (YYYY-MM-DDTHH:MM:SS.SSSZ). See Time Values in the eBay Web Services guide for information about this time format and converting to and from the GMT time zone.
version string Always The version of the response payload schema. Indicates the version of the schema that eBay used to process the request.



Samples

New to making API calls? Please see Making a Call.

Note: Some item IDs, user IDs, or other data in these samples might no longer be active on eBay. If necessary, you can substitute current eBay data in your requests.

Sample: Basic Call

This call is used by seller to escalate an open case to eBay customer support.

Description

This escalateToCustomerSupport call sample escalates an open eBay Buyer Protection Significantly Not As Described case to eBay customer support on behalf of the seller. The case ID, case type, and the reason for the escalation are required input fields. The comments field is optional.

This call will fail if an invalid case ID is passed in, or if an invalid value is passed into the escalationReason container. If the case ID does not match the case type that is passed in, a warning message will be returned in the request, but the call will succeed (if case ID is valid). The caller must be authenticated to make this call.

This call only returns the standard output fields to indicate a successful call.

Input

A seller wants to escalate an open Significantly Not As Described case to eBay customer support. The seller has refunded the buyer, but the buyer is still not happy or ready to resolve and close the case. The case ID is 5********2. 'EBP_SNAD' is passed in as the caseId.type value. Since this is a Significantly Not As Described case, the sellerSNADReason field is used in the escalationReason container. The escalation reason is BUYER_STILL_UNHAPPY_AFTER_REFUND.

SOAP format. Also available is the XML equivalent.

<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
   <soap:Header>
      <RequesterCredentials>
        <eBayAuthToken>A********3</ser:eBayAuthToken>
      </RequesterCredentials>
   </soap:Header>   
   <soap:Body>
      <escalateToCustomerSupportRequest>
         <caseId>
            <id>5********2</id>
            <type>EBP_SNAD</type>
         </caseId>
         <escalationReason>
            <sellerSNADReason>BUYER_STILL_UNHAPPY_AFTER_REFUND</sellerSNADReason>
         </escalationReason>
         <!--Optional:-->
         <comments>Buyer still unhappy</comments>
      </escalateToCustomerSupportRequest>
   </soap:Body>
</soap:Envelope>

Output

Case 5********2 was escalated to eBay customer support successfully, as indicated by the Success value in the ack field.

SOAP format. Also available is the XML equivalent.

<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
   <soap:Header/>
   <soap:Body>
      <escalateToCustomerSupportResponse>
         <ack>Success</ack>
         <version>1.2.0</version>
         <timestamp>2011-02-09T19:24:59.937Z</timestamp>
      </escalateToCustomerSupportResponse>
   </soap:Body>
</soap:Envelope>

   Here is the same output in XML format. Note that this does not include standard values.

XML format. Also available is the SOAP equivalent.

<?xml version="1.0" encoding="utf-8"?>
<escalateToCustomerSupportResponse xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
   <ack>Success</ack>
   <version>1.2.0</version>
   <timestamp>2011-02-09T19:24:59.937Z</timestamp>
</escalateToCustomerSupportResponse>



Change History

Change Date Description
1.2.0
2011-02-16
  • (added) New call.