Create Tickets

Create a new customer service ticket

This endpoint allows you to create a new ticket (protocol) for customer services

Required scope

Value	Description
open:tickets-seller:write	Allows the use of write/update APIs.

Request parameters

Field	Type	Description	Required
type	String	Type of tickets. ENUM: cancellation,payment, shipping	Yes
channel	String	Channel to which the request belongs.	Yes
channel.id	String	Unique order identifier on the platform.	Yes
channel.alias	String	The channel alias.	Yes
order	String	Details of the items for which the protocol is being opened.	Yes
order.id	String	Unique order identifier on the platform.	Yes
order.code	String	Order code.	Yes
order.delivery	Object	Details of the items that will be part of the request.	Yes
order.delivery.id	String	Unique order identifier on the platform.	Yes
order.delivery.seller	String	Information about the seller who made the sale.	Yes
order.delivery.items	List	Items that make up the protocol.	Yes
order.delivery.seller.id	String	Tenant Seller ID on Id Magalu.	Yes
order.delivery.seller.name	String	Seller or Store Name.	Yes
order.delivery.items.id	String	Unique order identifier on the platform.	Yes
order.delivery.items.sku	String	SKU identifier in the system.	Yes
order.delivery.items.external_sku	String	SKU identifier in the external system (integrator or seller).	Yes
order.delivery.items.name	String	Product name.	Yes
order.delivery.items.description	String	Product Description.	Yes
order.delivery.items.image	String	Main product image.	Yes
order.delivery.items.quantity	String	Number of items linked to the protocol.	Yes
reason	String	Code that represents the reason for opening the ticket. Can be the following values: shipping_delay, price_discrepancy, incorrect_product, missing_damaged_parts, duplicated_order, payment_issue, quality_concern, change_of_mind, unavailability, customer_error, unexpected_circumstances, shipping_address_issues, shipping_delay, price_discrepancy, incorrect_product, missing_damaged_parts, duplicated_order, payment_issue, quality_concern, change_of_mind, unavailability, customer_error, unexpected_circumstances, shipping_address_issues, general, payment_authorization_failure, payment_discrepancy.	Yes

Request:

curl -X 'POST' \
  'https://api.magalu.com/seller/v0/tickets' \
  -H 'accept: application/json' \
  -H 'Authorization: Bearer <Access Token>' \
  -H 'Content-Type: application/json' \
  -d '{
    "type": "shipping",
    "channel": {
      "id": "195a8e41-afcc-455b-907a-475137106f84",
      "alias": "marketplace"
    },
    "order": {
      "code": "987654",
      "delivery": {
        "id": "195a8e41-afcc-455b-907a-475137106f84",
        "items": [
          {
            "description": "Livro infantil a Bela e a Fera com encartes em 3D.",
            "external_sku": "livro-seller-01",
            "id": "63c54b4a-ea19-4c52-90a8-bd38cd1a3157",
            "image": "https://imagem.do.livro/foto.jpg",
            "name": "A Bela e a Fera em 3D",
            "quantity": 1,
            "sku": "livro-01"
          }
        ],
        "seller": {
          "id": "c85be697-7b14-4460-a5c7-3e58b4a364f9",
          "name": "Lojinha de Livros Infantis"
        }
      },
      "id": "195a8e41-afcc-455b-907a-475137106f84"
    },
    "reason": "missing_damaged_parts"
  }'

Response parameters

Field	Type	Description
transaction_id	String	A unique identifier to track transaction status.
links	List	A list with the endpoint to retrieve the transaction status.

Response:

{
  "transaction_id": "2d97892b-50f2-4e0e-8967-3d962c29ade9",
  "links": [
    {
      "path": "/seller/v0/transactions/2d97892b-50f2-4e0e-8967-3d962c29ade9"
    }
  ]
}

Track Ticket Creation Completion

Ticket creation is now an asynchronous process and can be tracked via transactions. See the documentation on asynchronous responses and transactions for more information on this process.

Return codes

Code	Description
202	Accepted
400	Bad Request
401	Unauthorized
403	Forbidden
404	Not Found
500	Internal Server Error

Track Ticket Creation Completion

Ticket creation is an asynchronous process and can be tracked via transactions. See the documentation on asynchronous responses and transactions for more information on this process.