Refund request events
Webhooks that track a customer's refund request from submission to decision.
Customers file refund requests with Teak when they can't use what they bought. Refund request events keep your customer service team informed as Teak reviews a request. Every refund request event has resource: "Claim" and the same data shape. data.status shows the request's state after the event.
When each event fires, every field, and an example payload are in the Refund request events reference. This page covers what each event means for your support team. Only Approved needs action from you.
data.customer_name contains the platform name, not the customer's. Use data.customer.name.
Refund request events swap the order ID fields: data.external_reference_id is your order number. See Match webhooks to your orders.
Events
Refund Request Created
action: "Created". The customer submitted a refund request. status is Initiated.
Refund Request Pending Documents
action: "Pending_Documents". Teak needs supporting documents from the customer before it can review the request.
Refund Request Pending Document Review
action: "Pending_Document_Review". The customer uploaded documents and Teak is reviewing them.
Refund Request Pending Agent Review
action: "Pending_Agent_Review". The request is waiting for a Teak agent to review it.
Refund Request Pending ID Verification
action: "Pending_Id_Verification". Teak needs the customer to verify their identity.
Refund Request Approved
action: "Approved". Recommended. Teak approved the request and refunds the customer.
Cancel or invalidate the customer's ticket or booking, so they can't both get a refund from Teak and still use it. Don't refund the customer yourself for the same purchase.
Refund Request Denied
action: "Denied". Teak denied the request. For refund protection products, the webhook also includes a top-level reason field with the explanation given to the customer.
Refund Request Pending Consumer
action: "Closed". The request is waiting for the customer to take action. The webhook's action is Closed, so match on that in your code. For refund protection products, the webhook also includes a top-level reason field.
Next steps
Test the events you subscribe to before you go live:
- Work through the go-live checklist to confirm your integration is ready for production.
- Handle contract events when protection is issued, voided, canceled, or changed.
Updated 22 days ago