# Handling of transactional complaints

Revised Records

time	Revised content	Remarks
March 25, 2024	1. Added statuses "Platform determines merchant liability, platform refunds in -312" 2, "Merchant processing -201," "Platform determining merchant liabilities, upload processing credentials -206" expiration time from 72h to 48h	Entry into force on 25 March 2024

The following interfaces are provided to Weixin Mini Program developers for receiving, querying and handling Mini Program user transaction complaints.The full process for complaints about small-ticket transactions is as follows:

The transactional complaints processing capacity includes:

Receive complaint information pushed
Check out the Complaints List information
Merchant responded to complaint
Supplementary credentials for businesses
Vendors submit processing credentials
Businesses complain

# Complaint Information Pushed

If there are new complaints, changes in the progress of the complaint, and updates the complaint information, the platform will push the complaint information to the message server configured by the Weixin 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> // 投诉内容图片cdn(出于安全性考虑，目前该图片url有过期时间，如需查看图片，需每次重新调用该接口获取，防止图片过期导致无法查看)
        <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 Dxplaination
appid	Weixin Mini Program AppID
option_type	Notification Type of Event: First-time Complaint Initiation / Complaint Progress Update
complaint_order_id	Complaints List Number
status	Status of the Complaint List
create_time	When the complaint was initiated
expire_time	Current Status of Complaint Expiration Time
type	Type of complaint problem, with enumeration values Refer to the table below
order_id	The WeChat payment order number complained of
out_trade_no	Merchant Order Number
phone_number	Contact details for complainant
open_id	Complainant openid
customer_material_content	Complaint Details - Text
customer_material_media_id_list	Complaint Details - Images (For security reasons, the image URL currently has an expiration time. To view the image, you need to re-invoke the interface each time to retrieve the image to prevent the image from expiring and being unable to view it)
pay_time	The time of the orders that were complained of was trading
total_cost	The amount of the orders complained of
product_name	Description of the item on the order that was complained about
history	Complaint progress, time progress change time, content progress change text, media_id_list progress change picture

# Check out the details of the complaint form

# Request method

GET

# Request URL

https://api.weixin.qq.com/wxaapi/minishop/complaintOrderDetail?complaintOrderId=xxx&access_token=xxx

# Example of returned results

{
    errcode: 0,
    errmsg: "ok",
    complaintOrder: {
        complaintOrderId: "sadfasdf",//订单id
        openId: "dfasefasefase", //openId
        createTime: 1658903527, //投诉发起时间
        phoneNumber: 13599125777, //联系方式
        type: 12,  //投诉问题分类
        status: 1,//订单状态，枚举值
        customerMaterial:{
            content: ", //投诉内容
            mediaIdList: ["fsadfasdfsaf"], // 投诉内容图片cdn(出于安全性考虑，目前该图片url有过期时间，如需查看图片，需每次重新调用该接口获取，防止图片过期导致无法查看)
        },
        orderId: "2342", //微信支付订单号
        outTradeNo: "sdfsfd",   //商家订单号
        productName: "sdf", //商品名称
        payTime: 1658903465,   //支付时间
        totalCost: "￥0.01",    //交易金额
        expireTime: 1658903564, //投诉单当前状态到期时间,0为不存在
        headImgUrl: "http://xxx.xxx/xxx",//头像URL
        nickName: "xxxxxx",//微信昵称
        appealState: 403, //申诉状态，枚举值
    },
    // 投诉进度
    item:[{
        itemType: 1, //投诉节点状态
        time: 1658903527,  //时间
        content: "", //内容
        mediaIdList: ["https://asdfasdf"],  //图片cdn列表
        phoneNumber: 13599125777, //手机号
        blameResult: 0,
        nickName: "",
        appealItemType: 401, // 投诉节点申诉状态（item处于申诉阶段才有）
    }],
    returnBill: {
        returnId: "23234234234",    //退货id
        waybillId: "YDxxxxd", //运单号
        deliveryName: "韵达快递", //运力公司
        orderStatus: 4 //运单状态
    }
}

# Return the meaning of the parameter

Order Details

parameter	Introductions
complaintOrderId	Order id
openid	User's openid
createTime	When the complaint was initiated
phoneNumber	Contact information
type	Complaint issues are classified, with enumeration values referred to the table below
customerMaterial.content	The content of the complaint
customerMaterial.mediaIdList	Complaint content Image cdn (For security reasons, the image URL currently has an expiration time, so to view the image you need to re-invoke the interface every time to prevent the image from expiring and being unable to view it)
orderId	WeChat Payment Order Number
outTradeNo	Merchant Order Number
productName	Product Name
payTime	Payment time
totalCostStr	Amount of transaction
status	The status of the complaint form, with enumeration values, refer to the table below
returnId	Return id, generated by interface
orderStatus	Order Status, enumeration values Refer to the table below
waybillId	Shipping order number
deliveryName	Capacity companies
appealState	Status of complaint. The enumerated values are used in the following table: 0 - not in the complaint stage, 401 - pending business complaint, 402 - longer than complaint time, 403 - in complaint, 117 - successful complaint, 118 - failed complaint

List of problem types (type)

value	Introductions
611	Shipping Problem - Not shipping on the agreed time
612	Shipping Problem - Vendor Refused to Ship
613	Shipping Problems - Less Shipping / Missing Shipping
614	Shipping problems - logistics information is not updated for a long time
621	Customer Service Questions - Customer Service does not reply
622	Customer Service Problems - Customer Service Abuse / Harassment / Intimidation
631	Commitment not fulfilled - Giveaway commitment not fulfilled
632	Commitment not fulfilled - Logistics commitment not fulfilled
633	Commitments not fulfilled - Other
641	Product Problem - Description Not Correct
642	Product Problems - Product Damage
643	Product Issues - Other
650	Unusual charge problems - the vehicle goes out of power or fails
651	Unusual charge problem - successful lock closure still billing
652	Unusual charge problem - the deduction amount is not correct
653	Problem with unusual charges - regular parking still deducts dispatch charges
654	Unusual Charge Problems - Other
655	Cycling Card Problem - Purchased a Cycling Card and still charged
656	Cycling Card Problems - Cycling Card Refunds
657	Deposit / balance refund issues - Deposit refund
658	Deposit / balance refund issues - balance refund
659	Customer Service Questions - Customer Service does not reply
660	Unusual charge problem - the charger does not pop up and has been charged
661	Unusual charge problem - the charger cannot be used properly
662	Unusual charge problem - returned, still billed
663	Unusual charge problem - length of billing is not recognized
664	Unusual Charge Problems - Other
665	Deposit refund problem - unusual deposit refund
666	Other Questions - Customer Service does not respond
667	Other problems - few points of return cannot be returned
668	Other problems - mis-operated purchase, need to consume
670	Fraud Problem - Fake Advertising
671	Problem with fraud - the number of episodes didn't match the promise
672	Problem with fraud - payment amount does not match the page
673	Problem with fraud - episode content doesn't match the hype
674	Fraud Issues - Marketing Activities Issues
675	Reimbursement issues - Repeated Reimbursement
676	Charges issue - no reason to charge
677	Issues with deductions - inconsistent criteria for deductions
678	Deduction Problem - Missing payment by Minors
679	Other Questions
610001	The number / duration of views does not match the promise
610002	The content of the episode was not consistent with the publicity.
610003	The content cannot be played
610004	Missing payment by a minor
610005	Other

List of Complaints Status (status)

value	Introductions
101	The platform customer service process is in progress
102	Users cancel the application
103	The platform customer service process is in progress
104	The platform customer service process is in progress
105	The platform customer service process is in progress
106	Vendors need to supplement their credentials
107	The platform customer service process is in progress
108	Subject to additional credentials from both parties
109	The platform customer service process is in progress
112	The complaint was closed.
115	The complaint was closed.
116	The complaint was closed.
201	To be processed
202	The merchant didn't respond longer than expected, pending confirmation from the user
203	Response has been received, pending confirmation by the user
204	Response has been received, pending confirmation by the user
205	The complaint was closed.
206	The platform has been determined to be a commercial responsibility, pending upload processing credentials
207	In the platform customer service verification certificate
208	Outstanding credentials were not uploaded over time
209	The complaint has been closed.
305	The platform customer service process is in progress
307	The platform customer service process is in progress
308	The platform has been adjudicated as a commercial responsibility and is pending return of the product by the user.
309	The platform has been adjudicated as a commercial responsibility and is pending return of the product by the user.
310	The platform customer service process is in progress
311	Exceptions in issuance
312	The platform determines the liability of the merchant, and the platform refunds

Capacity single state enumeration (orderStatus)

value	Introductions
0	Order has been placed for a package.
1	We have received the item.
2	In transit
3	The mission took place
4	Confirmed
5	abnormal
6	Receipt on behalf of the signature
7	The acquisition failed.
8	Receipt failed
10	No orders were placed
11	Cancelled
12	Deleted
13	The withdrawal was made
14	Has been returned
15	The capacity party canceled
99	No confirmation of status

Appealstate enumeration:

value	Introductions
0	We did not enter the complaint phase
401	Wait for a complaint from a business
402	More than the time of the appeal
403	The complaint is in progress
117	The appeal was successful
118	The complaint failed.

Complaint Progress (item):

parameter	Introductions
itemType	Type of each node, enumeration value Refer to the table below
time	time
content	Content Text
mediaIdList	Picture cdn resource list
phoneNumber	Mobile phone number
blameResult	When itemType is (31,32), determine whether the description of the return is passed, 1 corresponds to the copy to be returned by the user, and 0 corresponds to the copy to be uploaded to process the certificate
nickName	Operator's nickname
appealItemType	Status of complaints at a complaint stage node, enumeration value Refer to the table below

ItemType Valid Value:

value	describe
1	Users initiate complaints
2	Users add comments
3	Merchant's Additional Message
7	Supplementary credentials for users
8	Supplementary credentials for businesses
11	Users apply for platform customer service assistance
12	Users withdraw complaints
13	The platform customer service process is in progress
14	Credentials to be supplemented by users
16	Vendors need to supplement their credentials
18	The platform requires additional credentials from both parties.
26	The platform verifies and handles unusual credentials, and complaints are closed, so merchants are asked to contact users themselves to solve the problem, and ensure the user experience.
30	The platform has verified that this complaint is not the responsibility of the merchant and the complaint has been closed.
31	The platform has verified that this complaint is the responsibility of the merchant, to be uploaded to handle the certificate (blameResult is 0) / the platform has verified this complaint is the responsibility of the merchant, and to be returned by the user (blameResult is 1)
32	The platform has verified that this complaint is the responsibility of the merchant, to be uploaded to handle the certificate (blameResult is 0) / the platform has verified this complaint is the responsibility of the merchant, and to be returned by the user (blameResult is 1)
33	The platform has verified that this complaint is not the responsibility of the merchant and the complaint has been closed.
36	The platform verified the processing credentials and the complaint was closed.
37	The platform verifies and handles unusual credentials, and complaints are closed, so merchants are asked to contact users themselves to solve the problem, and ensure the user experience.
101	Vendors failed to respond to complaints over time
104	The user agrees with the result of the processing and the complaint is closed
107	The merchant failed to submit complaint handling credentials over time, and the platform customer service is in the process.
108	Users failed to confirm the results of the merchant's response over time, and the complaint was closed
109	The merchant has responded to the complaint
110	Businesses submit credentials for complaint handling
111	User replenishment credentials are over time
112	Vendor's Supplementary Credentials Were Overdue
113	The parties' supplementary credentials were overdue
118	Voluntary automatic compensation

AppleItemType Valid Value:

value	Introductions
0	We did not enter the complaint phase
401	Wait for a complaint from a business
402	More than the time of the appeal
403	The complaint is in progress
117	The appeal was successful
118	The complaint failed.

# Merchant responded to complaint

# Request method

POST

# Request URL

https://api.weixin.qq.com/wxaapi/minishop/bussiRespondComplaint?access_token=xxx

# Example of request parameters

{
    "content": "", // 回应的内容
    "complaintOrderId": 123456, // 单号
    "mediaIdList": [], // 图片的id
    "bussiHandle": 1,// 操作1是同意和解，2是拒绝和解
}

# The meaning of the request parameter

parameter	type	Required to fill in	Introductions
content	string	content and mediaIdList must be selected.	Response content (must be filled in both the image array and the content)
complaintOrderId	number	yes	Odd Numbers
mediaIdList	Array\|content and mediaIdList must be selected.	https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html
bussiHandle	number	yes	Action: 1 is to agree to a settlement, 2 is to refuse a dispute

# Return the example correctly

{
   "errcode": 0 // 0：成功 
}

# Return the meaning of the parameter

parameter	type	Introductions
errcode	number	Return code
errmsg	string	Error message

Return code:

Return code	Introductions
0	success
1	A single number does not exist.
10001	Parameter exception, the errmsg field shows the specific description

# Supplementary credentials for businesses

# Request method

POST

# Request URL

https://api.weixin.qq.com/wxaapi/minishop/bussiSupplyProof?access_token=xxx

# Example of request parameters

{
    "content": "",
    "complaintOrderId": 123456, // 单号
    "mediaIdList": [], // 图片的idlist
}

# The meaning of the request parameter

parameter	type	Required to fill in	Introductions
content	string	content and mediaIdList must be selected.	Response content (must be filled in both the image array and the content)
complaintOrderId	number	yes	Odd Numbers
mediaIdList	Array\|content or mediaIdList	https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html

# Return the example correctly

{
   "errcode": 0 // 0：成功 
}

# Return the meaning of the parameter

parameter	type	Introductions
errcode	number	Return code
errmsg	string	Error message

Return code:

Return code	Introductions
0	success
1	A single number does not exist.
10001	Parameter exception, the errmsg field shows the specific description

# Vendors submit proof of refund

# Request method

POST

# Request URL

https://api.weixin.qq.com/wxaapi/minishop/bussiSupplyRefund?access_token=xxx

# Example of request parameters

//提交退款凭证
{
    "content": "",
    "complaintOrderId": 123456, // 单号
    "mediaIdList": [], // 图片的idlist
}


//退货场景下，提交退款凭证
{
    "content": "",
    "complaintOrderId": 123456, //单号
    "mediaIdList": [], // 图片的idlist
    "acceptReturn": 1,   //1确认收货,2签收异常(退货状态下必填)
    "returnId": '2342342' //退货id,通过查询投诉单详情接口获取(退货状态下必填)
}

# The meaning of the request parameter

parameter	type	Required to fill in	Introductions
content	string	content and mediaIdList must be selected.	Response content (must be filled in both the image array and the content)
complaintOrderId	number	yes	Odd Numbers
mediaIdList	Array\|content and mediaIdList must be selected.	Image id list Image id list, you can refer to this https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html
acceptReturn	number	Required in return status	Confirm whether the shipment is being received
returnId	number	Required in return status	The return order number needs to be obtained via the complaint order details interface

# Return the example correctly

{
   "errcode": 0 // 0：成功 
}

# Return the meaning of the parameter

parameter	type	Introductions
errcode	number	Return code
errmsg	string	Error message

Return code:

Return code	Introductions
0	success
1	A single number does not exist.
10001	Parameter exception, the errmsg field shows the specific description

# Businesses complain

# Request method

POST

# Request URL

https://api.weixin.qq.com/wxaapi/minishop/busiAppeal?access_token=xxx

# Example of request parameters

// Submit complaints
{
    "content": "",
    "complaintOrderId": 123456, //单号
    "mediaIdList": [], // 图片的idlist
}

# The meaning of the request parameter

parameter	type	Required to fill in	Introductions
content	string	Both content and mediaIdList are required	Complaint form (must be filled in both the picture array and the content)
complaintOrderId	number	yes	Odd Numbers
mediaIdList	Array\|Both content and mediaIdList are required	Image id list Image id list, you can refer to this https://developers.weixin.qq.com/doc/offiaccount/Asset_Management/New_temporary_materials.html

# Return the example correctly

{
   "errcode": 0 // 0：成功 
}

# Return the meaning of the parameter

parameter	type	Introductions
errcode	number	Return code
errmsg	string	Error message

Return code:

Return code	Introductions
0	success
1	A single number does not exist.
2	The incoming mediaIdList or content format is incorrect
1002	The current state does not support this operation
10001	Parameter exception, the errmsg field shows the specific description