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Cases are Managem’s dispute workflow between a buyer and a seller for one or more order items. Use the seller-cases endpoints when a seller needs to review evidence, negotiate an outcome, and close disputes in a structured way.

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Dispute lifecycle (step-by-step)

  1. A dispute is opened against order items through an order update action (`action: “dispute”`).
  2. Managem creates a case, links disputed items, records initial outcomes, and starts a background case workflow.
  3. Both parties can add evidence using the case attachment upload/finalize flow.
  4. Buyer and seller can propose outcomes (`RETURN`, `REFUND`, `REPLACEMENT`), then accept or reject the other party’s proposals.
  5. If a `RETURN` outcome is accepted, the case enters `SETTLED` until the return is resolved (`resolve`), then closes.
  6. If `REFUND` or `REPLACEMENT` is accepted, the case closes directly.
  7. If unresolved, the system escalates open/remediation cases after 7 days.

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Rules and guardrails

  • Disputes are limited to eligible order items (for example, not already refunded/resolved/disputed).
  • Items can only be disputed within 30 days of their last update.
  • Outcome amount proposals cannot exceed disputed item total + delivery charge.
  • A party cannot accept or reject its own proposed outcome.
  • Escalated/closed cases are locked from normal case updates.