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Reply to Issue

Add a reply or escalate an existing issue. Used to provide additional information, request resolution, or close a resolved issue.

Reply to Issue

POST/ret11/reply-issue
Auth Required

Include a Bearer token. See Authentication.

Request Body

Field Type Required Description
issueId string required Issue ID from register-issue
status string required Issue status update. E.g., "OPEN", "RESOLVED", "CLOSED"
shortDesc string required Short description of the reply or action
descriptorCode string required Action code. E.g., "ESCALATE", "CLOSE", "NO_ACTION"
actionBy string required id of the issue actor performing this action — not a role name. Fetch it from Get User Issue by ID's issueActors[]. See the callout below.
images string[] optional Additional evidence image URLs
media string[] optional Additional media URLs
refId string optional Reference ID for escalations
refType string optional Reference type for escalations
actionBy is an actor ID, not a role

actionBy must be the id of an existing issue actor on this issue — the API rejects any value that isn't already registered against it. Fetch these IDs first from GET /ret11/user-issues/:id, then pick the issueActors[] entry whose type matches who is replying:

  • CONSUMER — the customer. Also exposed as the issue's sourceId.
  • INTERFACING_NP — your admin / interfacing NP. Also exposed as the issue's complainantId.
  • COUNTERPARTY_NP — the seller.

Request Example

Example below replies as the customer, using the CONSUMER actor's id from Get User Issue by ID. 

{
  "issueId": "a7f3c9d1-5b8e-4f2a-9c6d-1e7b3a4f5c8d",
  "status": "OPEN",
  "shortDesc": "Issue not resolved, requesting escalation",
  "descriptorCode": "ESCALATE",
  "actionBy": "3499acc6-fa42-455f-ae23-cca157ed9adc"
}

Response

Returns ONDC-formatted acknowledgment with status: "ACK".

Response Example

{
  "data": {
    "context": {
      "domain": "ONDC:RET11",
      "country": "IND",
      "city": "std:080",
      "action": "issue",
      "core_version": "1.0.0",
      "bap_id": "ondc.highwaydelite.com",
      "bap_uri": "https://ondc.highwaydelite.com/ret11",
      "bpp_id": "pramaan.ondc.org/beta/preprod/mock/seller",
      "bpp_uri": "https://pramaan.ondc.org/beta/preprod/mock/seller",
      "transaction_id": "56a55c3f-8052-4bb6-91d6-47e1a178a0c0",
      "message_id": "b8e4d0c2-6c9f-5g3b-0d7e-2f8c4b5g6d9e",
      "timestamp": "2026-06-10T09:05:00.000Z"
    },
    "message": {
      "ack": {
        "status": "ACK"
      }
    }
  }
}