How-to: Create a Support Ticket

The CPN support ticket API allows you to raise and manage transaction-related issues including but not limited to:

• Settlement delays
• Missing information
• Refunds

These tickets are stored and managed in the CPN platform, and Circle routes them to the appropriate party for resolution. This guide provides information on how to create a support ticket using the CPN API.

Use the following steps to create a support ticket.

Gather the appropriate information for your support ticket, including:

• Payment ID to be associated with the support ticket
• The type of support ticket:
  • Settlement delay
  • Wrong recipient
  • Incorrect payment amount
  • Request for information on the OFI
  • Request for information on the sender
  • Funding amount discrepancy
  • Reverse funds
  • Other
• A brief description of the problem
• Contact information (email) for follow-up

Using a UUID generator in the language of your choice, create a UUID to act as an idempotency key for the API request.

Make a request to the create a support ticket endpoint with the information gathered in step 1, as well as the UUID and any additional emails that should be included on resolution correspondence. A successful response from the API includes an ID for the support ticket, a timestamp for creation of the ticket, and the information provided in the original API call.

{
  "paymentId": "3f020d62-6cef-4f2c-87e4-b096abc5cac9",
  "issueType": "PAYMENT_SETTLEMENT_DELAY",
  "description": "fiat payment is not settled in the stipulated time window",
  "email": "[email protected]",
  "idempotencyKey": "d7e5cecc-8d6f-44df-97e0-5faddf4ff858",
  "ccEmails": ["[email protected]", "[email protected]"]
}

Response

{
  "id": "f4b5a8f7-8fca-4d09-ad54-bb4528fe187e",
  "paymentId": "3f020d62-6cef-4f2c-87e4-b096abc5cac9",
  "issueType": "PAYMENT_SETTLEMENT_DELAY",
  "description": "fiat payment is not settled in the stipulated time window",
  "caseRefId": "CIR-123456",
  "email": "[email protected]",
  "ccEmails": ["[email protected]", "[email protected]"],
  "createDate": "2025-02-01T10:00:00Z"
}