Cases

Documentation Index

Fetch the complete documentation index at: https://docs.pandabase.io/llms.txt

Use this file to discover all available pages before exploring further.

A case is a support ticket opened by a customer against a completed order. Cases are how customers reach you when something’s wrong with a purchase — license not delivered, download broken, subscription not working, refund question. Customers open cases from the Pandabase customer portal at mypandabase.com on any of their completed orders. You receive an email and a dashboard notification as soon as one is opened.

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States

The tabs at the top of the list filter by state. Awaiting you is what you should triage first.

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Priority

Each case has a priority — Low, Normal, High, or Urgent. Customers set the initial priority when they open the case; you can change it from the dropdown at the top of the detail view. Priority is purely a triage aid. It doesn’t affect SLAs or visibility to customers.

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Replying

Open a case from the list and use the Reply box at the bottom. You can write up to 4,000 characters and attach up to 5 files per message. Allowed file types: images (image/*), PDF, plain text, and ZIP archives. Sending a reply automatically:

• Emails the customer with your message
• Moves the case to Awaiting customer
• Updates the timeline

The right rail shows the customer’s name and email, case timestamps, the related order with its current status and amount, and internal identifiers for support tickets.

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Closing and reopening

Use the Status dropdown at the top of the detail view to close a case once it’s resolved. Closed cases stay searchable and can be reopened by either party — clicking Reopen case from the dashboard, or the customer replying from the portal.

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Auto-close

Cases that sit in Awaiting customer without activity automatically close after a configurable idle period (default 14 days). The customer is emailed beforehand so they can reply if they still need help.

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Auto-reply

You can configure an auto-reply that fires when a customer opens a new case — useful for setting expectations on response time or pointing customers to known-issue documentation. Configure under Settings → Cases.

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Pandabase support intervention

For cases that need platform oversight — disputes, refund disagreements, fraud claims — Pandabase support can join the conversation directly. Staff messages are visible to both you and the customer, and are clearly branded as Pandabase Support so there’s no confusion about who’s speaking. You don’t need to invite us. We intervene when our automated signals (dispute risk, EFW match, repeated unresolved cases) suggest it would help.

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Attachments

Customers can attach files to their messages too — most commonly screenshots of an error or the receipt they received. Attachments use short-lived URLs and aren’t publicly indexable. The allowlist is the same as your replies: image/*, application/pdf, text/plain, application/zip.

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Programmatic access

Cases are exposed via the Store API under the CASES_READ and CASES_WRITE token scopes, and through the Pandabase MCP server. List, fetch, reply, mark read, and update status — all available without the dashboard.