A ticket has the following statuses; you will receive an email notification after each status change:
- Open - every new ticket begins in the Open status until it's been assigned to an Agent
- Pending / With an Agent - An agent has been assigned to your ticket; you may await their response
- Waiting on Discrepancy / With Investigations - A specialist team is reviewing your package query
- Waiting on Finance - The Finance team is currently processing your refund request
- Pending Customs Review - The team at the airport is currently working with the Customs Agency to review relevant case
- Pending Managerial Approval - Your case is being reviewed by a Manager
- Resolved - The ticket is marked as Resolved when a solution has been provided
- Closed - The ticket is marked as Closed when you confirm that the solution is adequate
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