Handling of Transaction-related Complaints

The following interfaces are provided for Mini Program developers to receive, query, and handle transaction-related complaints from Mini Program users. The complete process for handling transaction-related complaints is as follows:

The capabilities for handling transaction-related complaints include:

Receiving complaint information notifications
Querying complaint details
Merchant response to complaints
Merchant submission of supplementary evidence
Merchant submission of processing documentation
Merchant appeal process

# Complaint Information Notifications

When new complaints are filed, there are changes in complaint status, or complaint information is updated, the platform will push the relevant information to the message server configured by the Mini Program developer. View message server configuration

<xml>
    <ToUserName><![CDATA[toUser]]></ToUserName>
    <FromUserName><![CDATA[fromUser]]></FromUserName>
    <CreateTime>1546924844</CreateTime>
    <MsgType><![CDATA[event]]></MsgType>
    <Event><![CDATA[complaint_callback]]></Event>
    <BussiCallBackInfo>
        <appid>123</appid>
        <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> // CDN link to complaint-related images (for security reasons, this URL expires after a certain time. To view the images, call this interface again each time to obtain the latest URL.)
        <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<media_id_list>
        </history>
    </BussiCallBackInfo>
</xml>

Field Name	Field Description
appid	Mini Program appid
option_type	Notification event type: First complaint submission/Complaint progress update
complaint_order_id	Complaint order number
status	Complaint order status
create_time	Time when the complaint was submitted
expire_time	Expiration time of the current complaint status
type	Type of complaint issue. Refer to the enumeration values below
order_id	WeChat Pay order number being complained about
out_trade_no	Merchant order number
phone_number	Complainant’s contact information
open_id	Complainant’s openid
customer_material_content	Complaint details - Text
customer_material_media_id_list	Complaint details - Images. For security reasons, these image URLs have an expiration date. To view the images, call this API again each time to prevent viewing issues due to expired URLs
pay_time	Transaction time of the complained order
total_cost	Amount of the complained order
product_name	Product description of the complained order
history	Complaint progress: time indicates when the progress changed, content shows the change text, and media_id_list lists the changed images

View details Merchant Submission of Refund Proof

# Merchant Appeal

View details Merchant Appeal

# Handling of Transaction-related Complaints

# Complaint Information Notifications

# Merchant Appeal