<aside> ⚠️

Last update: April 17, 2026 3:36 PM (GMT+2).

This page is intended as a preliminary documentation, as the refurbed Ticket API is under construction. More details will follow. For updates on development progress, please refer to this page: New refurbed API and UI for Customer Support.

In order to test the Ticket API, please request a sandbox to our integration team through the following form: https://supplier.refurbed.com/sandbox-request/.

</aside>

<aside> 🔗

The Ticket API is available via our public refurbed API and can already be invoked. Please note that, at the current stage of the project, the API response will return a 501 “not implemented” code. Fo authentication, pagination and limits, please refer to the general refurbed API documentation.

</aside>

The TicketService supports the full lifecycle of merchant tickets. It enables you to perform read and write operations on tickets, specifically allowing you to:

• View your tickets
• Follow customer conversations
• Reply to customers and update ticket statuses
• Post private messages
• Request ticket topic changes
• Submit help requests to refurbed

All services and operations concerning tickets must be called with TicketService in the URL, followed by the command/operation.

https://api.refurbed.com/refb.merchant.v1.TicketService/ListTickets

All calls must be made using the POST method.

Integration Example

The following sequence diagrams illustrate an example integration workflow that you may want to implement in your system. It depicts a possible integration setup designed to display and interact with tickets directly within your own platform.

We recommend querying the ListTickets endpoint to fetch only active tickets (e.g., new, open, pending statuses) and implement a separate logic of archived tickets (e.g. solved and closed). This prevents overloading our endpoints and ensures you receive a manageable number of results for your system.

sequenceDiagram
    participant Customer
    participant Refurbed
    participant Seller

    opt Proactive ticket creation
        Seller->>Refurbed: CreateTicket
    end

    Customer->>Refurbed: (Ticket created in Refurbed system)

    Seller->>Refurbed: ListTickets
    Seller->>Refurbed: GetTicket(:id) (ticket details + messages)

    Seller->>Refurbed: UpdateTicket(:id) (add new_message / reply)
    Refurbed->>Customer: Sends response to customer

    Customer->>Refurbed: Customer replies (new incoming message)

    Seller->>Refurbed: ListTickets (polling)
    Seller->>Refurbed: GetTicket (read updated messages)

Ticket Statuses

The following table shows the statuses a ticket can assume. Most of these are set automatically from our system and most of the time you won’t need any explicit action besides replying to the ticket (which will set the status to Pending). If you want to mark a ticket for resolution, you can use the UpdateTicket endpoint (see below).