The following interfaces are available to Mini Program developers for receiving, querying, and handling complaints from Mini Program users. The whole process of small procedures transaction complaints is as follows:
Transaction complaint handling capabilities include:
[Receive complaints push](#Receive complaints push)
[Inquiry Complaint Form Information](#Inquiry Complaint Form Information)
[Businesses respond to complaints](#Businesses respond to complaints)
[Business supplement voucher](#Business supplement voucher)
[Business submit processing certificate](#Business submit processing certificate)
# Complaint Information Push
If there are new complaints, complaint progress changes, complaint information update, the platform will push the complaint information to the Mini Program developer configured message server.View message server configuration
<appid>123</appid>
<MsgType><![CDATA[event]]></MsgType>
<Event><![CDATA[complaint_callback]]></Event>
<option_type>123</option_type>
<complaint_order_id>123</complaint_order_id>
<status>123</status>
<create_time>123</create_time>
<expire_time>123</expire_time>
<type>123</type>
<order_id>123</order_id>
<out_trade_No>123</out_trade_No>
<phone_number>123</phone_number>
<open_id>123</open_id>
<customer_material_content>123</customer_material_content>
<customer_material_media_id_list>123</customer_material_media_id_list>
<pay_time>123</pay_time>
<total_cost>123</total_cost>
<product_name>123</product_name>
<history>
<time>123</time>
<content>123</content>
<media_id_list>123</media_id_list>
</history>
<history>
<time>123</time>
<content>123</content>
<media_id_list>123<day_id_list>
</history>
| Field name | Field explaination |
|---|---|
| appid | Mini Programs appid |
| Event Type | |
| option_type | Notification Event Type: First complaint initiated/Complaints Progress Update |
| complaint_order_id | Complaint Form Number |
| status | Complaint Status |
| create_time | Time of complaint initiation |
| expire_time | Complaints Current Status Expiration Date |
| type | The type of complaint issue is enumerated as follows: //Shipment problem 611: Delivery not on time 612: Merchant refuses to deliver 613: Fewer/Wrong hair 614: Logistics information is not updated for a long time //Customer Service Questions 621: Customer service does not reply 622: Customer Service Abuse/Harass/intimidate //Commitments not fulfilled 631: Giveaway promise not fulfilled 632: Logistics commitments not met 633: Other //Product issues 641: Description does not match 642: Damaged goods 643: Other |
| order_id | The number of the complaint |
| out_trade_No | Merchant Order Number |
| phone_number | Complainant's Contact Information |
| open_id | Complainant openid |
| customer_material_content | Complaint details - text |
| customer_material_media_id_list | Details of complaints - Photo |
| pay_time | Transaction Time of the Complained Order |
| total_cost | Amount of Order Complained about |
| product_name | Description of the Goods Subject to Complaint |
| history | Complaint progress, time Schedule change time, content Schedule change text, media_id_list Progress Change Picture |
# Enquiry Complaint Form Details
request: https://api.weixin.qq.com/wxaapi/minishop/complaintOrderDetail?complaintOrderId=xxx&access_token=xxx
response:
Return Result Examples
{
errcode: 0,
errmsg: "ok",
complaintOrder: {
complaintOrderId: 'sadfasdf',//Order id
openId: 'dfasefasefase', //openId
createTime: 123124124, //Time of complaint initiation
phoneNumber: 156222222, //Contact information
type: 12, //Classification of complaints
status: 1,//Order Status, Enumeration Values
customerMaterial:{
content: '', //Content of complaint
mediaIdList: ['fsadfasdfsaf'] //List of Companies
},
orderId: '2342', //WeChat Pay Order Number
outTradeNo: 'sdfsfd', //Merchant Order Number
productName: -'SDF', //Product Name
payTime: 123123', //Payment Time
totalCost: 1213, //Transaction amount
expireTime: 1231231 //The current status of the complaint expires, 0 is not exist
},
// Progress of complaints
item:[{
itemType: 1, //Complaint node status
time: 1233234234, //time
phoneNumber: 123123, //Mobile phone number
content: '', //content
mediaIdList: ['asdfasdf'] //Picture cdn list
}],
returnBill: {
returnId: '23234234234', //Return id
waybillId: 'adfasdf', //Waybill number
orderStatus: 4 //Waybill Status
}
}
# Return Parameter Meaning
Order details
| parameter | Introductions |
|---|---|
| complaintOrderId | Order id |
| openid | User's openid |
| createTime | Time of complaint initiation |
| phoneNumber | Contact information |
| type | Classification of complaints, enumeration values: 611 -- Shipment was not made at the agreed time, 612 -- the merchant refused to deliver the goods, 613 -- New York/Wrong hair, 614 -- logistics information is not updated for a long time, 621 -- customer service does not reply, 622 -- New York/Harass/Intimidation, 631 -- Gift promises not fulfilled, 632 -- Logistics commitments not fulfilled, 633 -- Other, 641 -- The description does not match, 642 -- damaged goods, 643 -- Other |
| customerMaterial.content | Content of complaint |
| customerMaterial.mediaIdList | Complaint content picture cdn |
| orderId | WeChat Pay Order Number |
| outTradeNo | Merchant Order Number |
| productName | Product Name |
| payTime | Payment Time |
| totalCost | Transaction amount |
| status | Complaint status, enumeration values refer to the following table |
| returnId | Return id, generated by interface |
| orderStatus | Waybill status, enumeration values refer to the following table |
Complaint Status Enumeration
| value | Introductions |
|---|---|
| 101 | Platform customer service processing |
| 103 | Platform customer service processing |
| 104 | Platform customer service processing |
| 105 | Platform customer service processing |
| 106 | To be supplemented by merchants |
| 107 | Platform customer service processing |
| 108 | Both sides to supplement the voucher |
| 109 | Platform customer service processing |
| 112 | Complaint closed |
| 115 | Complaint closed |
| 116 | Complaint closed |
| 201 | Pending processing |
| 202 | Merchant timeout did not respond, pending user confirmation |
| 203 | Responded, pending user confirmation |
| 204 | Responded, pending user confirmation |
| 205 | Complaint closed |
| 206 | The platform has been judged as commercial responsibility, to be uploaded to the processing certificate |
| 207 | Platform customer service verification certificate |
| 208 | Overtime did not upload the certificate |
| 209 | Complaints closed |
| 305 | Platform customer service processing |
| 307 | Platform customer service processing |
| 308 | The platform has been determined as business responsibility, to be returned by the user |
| 309 | The platform has been determined as business responsibility, to be returned by the user |
| 310 | Platform customer service processing |
| 311 | Sign-off exception |
Complaint Status Enumeration
| value | Introductions |
|---|---|
| 0 | Orders pending |
| 1 | Items solicited |
| 2 | In transport |
| 3 | In dispatch |
| 4 | Signed |
| 5 | abnormal |
| 6 | Signature on behalf of |
| 7 | Failure to collect |
| 8 | Failure to sign |
| 10 | No orders placed |
| 11 | Cancelled |
| 12 | Deleted |
| 13 | In return |
| 14 | Returned items |
| 15 | Capacity cancellation |
| 99 | Unconfirmed status |
Progress of complaints
| parameter | Introductions |
|---|---|
| itemType | Type of each node, enumeration value Refer to the following table |
| time | time |
| phoneNumber | Mobile phone number |
| mediaIdList | List of CDN Resources |
| blameResult | itemType For (31) 32), determine whether the description of the return, The corresponding copy is to be returned by the user, and the corresponding document is 0 to be uploaded. |
ItemType Legal value:
| value | describe |
|---|---|
| 1 | Users initiate complaints |
| 2 | User Supplementary Message |
| 3 | Business supplementary message |
| 7 | User Supplementary Credentials |
| 8 | Business supplement voucher |
| 11 | Customer Service Support |
| 13 | Platform customer service processing |
| 14 | To be replenished by user |
| 16 | To be supplemented by merchants |
| 18 | Platform requires both sides to supplement the voucher |
| 26 | Platform to verify and handle abnormal vouchers, complaints closed, please contact the user to solve the problem, protect the user experience |
| 30 | The platform has verified that this complaint is not the responsibility of the merchant. The complaint is closed. |
| 31 | The platform has verified that the complaint is the responsibility of the merchant, waiting to upload the processing certificate (blameResult is 0)/The platform has verified this complaint as the responsibility of the merchant, pending user returns (blameResult is 1) |
| 32 | The platform has verified that the complaint is the responsibility of the merchant, waiting to upload the processing certificate (blameResult is 0)/The platform has verified this complaint as the responsibility of the merchant, pending user returns (blameResult is 1) |
| 33 | The platform has verified that this complaint is not the responsibility of the merchant. The complaint is closed. |
| 36 | Platform has verified the processing voucher, the complaint is closed |
| 37 | Platform to verify and handle abnormal vouchers, complaints closed, please contact the user to solve the problem, protect the user experience |
| 101 | The merchant did not respond to complaints |
| 104 | The user acknowledges the result of the processing and the complaint is closed |
| 107 | The merchant has not submitted the complaint handling voucher for overtime, and the platform customer service is in the process. |
| 108 | User timeout did not confirm the merchant response results, the complaint is closed |
| 109 | The merchant responded to the complaint |
| 110 | Submit a complaint handling certificate |
| 111 | User Supplement Certificate Timeout |
| 112 | Merchant supplement voucher timeout |
| 113 | The two sides supplement certificate timeout |
# Businesses respond to complaints
Request method: post
https://api.weixin.qq.com/wxaapi/minishop/bussiRespondComplaint?access_token=xxx
Sample request parameter:
{
content = "", //Content of the response
complaintOrderId = "", //Odd Numbers
mediaIdList = [], //Id of picture
bussiHandle// Operation 1 is to agree to the settlement and 2 is to refuse the settlement
}
Meaning of the request parameter:
| parameter | type | Required | Introductions |
|---|---|---|---|
| content | string | Content and mediaIdList choose one of the two that is required. | The content of the response (image array or content selection is required) |
| complaintOrderId | number | yes | Odd Numbers |
| mediaIdList | Array | Content and mediaIdList choose one of the two that is required. | Picture id list, refer to this https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html |
| bussiHandle | number | yes | Action: 1 is to agree to the settlement, 2 is to refuse the settlement |
Return Example
{
"errcode": 0 // 0: Success
}
# Business supplement voucher
Request method: post
https://api.weixin.qq.com/wxaapi/minishop/bussiSupplyProof?access_token=xxx
Sample request parameter:
{
content = "",
complaintOrderId = "", //Odd Numbers
mediaIdList = [], // ID list of pictures
}
| parameter | type | Required | Introductions |
|---|---|---|---|
| content | string | Content and mediaIdList choose one of the two that is required. | The content of the response (image array or content selection is required) |
| complaintOrderId | number | yes | Odd Numbers |
| mediaIdList | Array | Content and mediaIdList choose one of the two. | Picture id list, refer to this https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html |
Return Examples Correctly
{
"errcode": 0 // 0: Success
}
# Merchant submit refund voucher
Request method post
https://api.weixin.qq.com/wxaapi/minishop/bussiSupplyRefund?access_token=xxx
Sample request parameter:
{
content = "",
complaintOrderId = "", //Odd Numbers
mediaIdList = [], // ID list of pictures
}
| parameter | type | Required | Introductions |
|---|---|---|---|
| content | string | Content and mediaIdList choose one of the two that is required. | The content of the response (image array or content selection is required) |
| complaintOrderId | number | yes | Odd Numbers |
| mediaIdList | Array | Content and mediaIdList choose one of the two that is required. | Id of picture list Picture id list, refer to this https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html |
Return Examples Correctly
{
"errcode": 0 // 0: Success
}