Support & Dispute Resolution

Severity sets the response clock. Reassign, add internal notes invisible to the buyer, escalate to tier 2 or close with a recorded resolution.

Open

In progress

SLA breached

Response clock overdue

Resolved

Delivery delayed beyond promised date

TKT-4400 · order ORD-88201 · opened 2026-07-01 · P1 target 4h

Response breached by 4d

Assignee

Severity (resets the response clock target)

Ayesha Tariq · 09:20
Assalam-o-alaikum, I need help with this order.
Gateway Support · 10:05
Thank you for writing in. We have engaged the seller and will update you within SLA.

Internal note (not shown to the buyer)

A resolution note is mandatory so disputes stay auditable.