> ## Documentation Index
> Fetch the complete documentation index at: https://docs.managem.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> What are cases and how do they work?

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.

## 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.

## 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.