> ## 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 seller for contested order items.

From the buyer side, these endpoints let you track a dispute from first report to final resolution without leaving the purchase flow.

## Dispute lifecycle (step-by-step)

1. A case begins when disputed items are submitted through a purchase/order dispute action.
2. Managem opens the case, records reason/comment, links disputed items, and stores initial proposed outcomes.
3. Both sides can upload case evidence (create upload URL, then finalize attachment).
4. Both sides can continue negotiation by proposing outcomes (`RETURN`, `REFUND`, `REPLACEMENT`).
5. Outcomes can be accepted or rejected by the opposite party:
   * accepted `RETURN` -> case moves to `SETTLED` and later `CLOSED` when resolved
   * accepted `REFUND`/`REPLACEMENT` -> case moves directly to `CLOSED`
6. Either party can escalate, and unresolved open/remediation cases are auto-escalated by the system after 7 days.

## Buyer-focused behavior

* If a `RETURN` outcome is proposed, seller return-address details are hidden until a seller accepts the return outcome.
* Case history is recorded as actions happen, so timeline/audit views can explain who did what.
* Stats are invalidated as case state changes to keep buyer/seller dashboard counts current.