Home›IGM — Grievances›User Issue Details

User Issue Details

Retrieve the full details of a single issue, including every registered issue actor. This is the endpoint to call before reply-issue so you can resolve the correct actionBy actor ID.

Get User Issue by ID

GET/ret11/user-issues/:id
Auth Required

Include a Bearer token.

Parameters

Parameter In Required Description
id path required Issue ID from register-issue

Response

Field Type Description
data.issue.sourceId string Current id of the CONSUMER actor. Use as actionBy when the customer replies.
data.issue.complainantId string Current id of the INTERFACING_NP actor. Use as actionBy when your admin replies.
data.issue.issueActors[] array Every actor registered on this issue — the source of truth for actionBy values. See callout below.
issueActors[].id string Unique actor ID. Pass this as actionBy in reply-issue.
issueActors[].type string "CONSUMER" | "INTERFACING_NP" | "COUNTERPARTY_NP"
issueActors[].orgName string ONDC subscriber/org identifier for this actor
issueActors[].name string Display name of the actor
issueActors[].phone string Contact phone for the actor
issueActors[].email string Contact email for the actor
data.issue.issueActions[] array History of actions taken on the issue, each recording which actor (actionBy) performed it
data.issue.resolutions[] array Proposed resolutions, if any

Response Example

{
    "data": {
        "issue": {
            "id": "019ff4e3-9845-7080-aea3-f21c7cf09c10",
            "transactionId": "CLIf090-48b9-a9c5-6db5be6621da",
            "status": "PROCESSING",
            "level": "ISSUE",
            "category": "ORDER",
            "shortDesc": "Order delivery delayed",
            "longDesc": "The order was supposed to be delivered yesterday, but it has not arrived yet.",
            "images": [],
            "fulfillmentId": "cb105f63-9405-4da3-81a8-6b7b67aca053",
            "providerId": "pramaan_provider_1",
            "itemId": "id_ancc5_0_0",
            "sourceId": "ff29e693-d728-4f6e-a362-202d84556a6b",
            "complainantId": "1cdf2b30-786c-4582-99c8-78270016c33f",
            "createdAt": "2026-08-12T07:33:04.728Z",
            "updatedAt": "2026-08-18T06:59:02.648Z",
            "issueActors": [
                {
                    "id": "3499acc6-fa42-455f-ae23-cca157ed9adc",
                    "type": "CONSUMER",
                    "orgName": "ondc.highwaydelite.com:RET:11",
                    "name": "Ravi Kumar",
                    "phone": "Ravi Kumar",
                    "email": "ravi.kumar@example.com"
                },
                {
                    "id": "3e8687cd-4ec5-44f8-b481-6c940a10e8ff",
                    "type": "INTERFACING_NP",
                    "orgName": "ondc.highwaydelite.com:RET:11",
                    "name": "user",
                    "phone": "2121212",
                    "email": "user@gmail.com"
                },
                {
                    "id": "id_80cq5_0",
                    "type": "COUNTERPARTY_NP",
                    "orgName": "pramaan.ondc.org/beta/preprod/mock/seller::ONDC:RET11",
                    "name": "Jim Halpert",
                    "phone": "9350657100",
                    "email": "bigtuna@theoffice.com"
                },
                {
                    "id": "ff29e693-d728-4f6e-a362-202d84556a6b",
                    "type": "CONSUMER",
                    "orgName": "ondc.highwaydelite.com:RET:11",
                    "name": "Ravi Kumar",
                    "phone": "Ravi Kumar",
                    "email": "ravi.kumar@example.com"
                },
                {
                    "id": "1cdf2b30-786c-4582-99c8-78270016c33f",
                    "type": "INTERFACING_NP",
                    "orgName": "ondc.highwaydelite.com:RET:11",
                    "name": "user",
                    "phone": "2121212",
                    "email": "user@gmail.com"
                }
            ],
            "issueActions": [
                {
                    "id": "Ada61-f998-476f-b21d-e1113aeea6e9",
                    "descriptorCode": "OPEN",
                    "shortDesc": "Complaint created",
                    "images": [],
                    "media": [],
                    "refId": null,
                    "refType": null,
                    "actionBy": "3e8687cd-4ec5-44f8-b481-6c940a10e8ff",
                    "actorName": "user",
                    "updatedAt": "2026-08-12T07:37:49.781Z"
                },
                {
                    "id": "id_17xcmz_0",
                    "descriptorCode": "PROCESSING",
                    "shortDesc": "Complaint created",
                    "images": [],
                    "media": [],
                    "refId": null,
                    "refType": null,
                    "actionBy": "id_80cq5_0",
                    "actorName": "Jim Halpert",
                    "updatedAt": "2026-08-12T07:37:49.910Z"
                },
                {
                    "id": "A1176-67fb-4bd9-a220-43dd6dda0297",
                    "descriptorCode": "OPEN",
                    "shortDesc": "Complaint created",
                    "images": [],
                    "media": [],
                    "refId": null,
                    "refType": null,
                    "actionBy": "1cdf2b30-786c-4582-99c8-78270016c33f",
                    "actorName": "user",
                    "updatedAt": "2026-08-18T06:58:57.984Z"
                },
                {
                    "id": "id_x0y9s_0",
                    "descriptorCode": "PROCESSING",
                    "shortDesc": "Complaint created",
                    "images": [],
                    "media": [],
                    "refId": null,
                    "refType": null,
                    "actionBy": "id_80cq5_0",
                    "actorName": "Jim Halpert",
                    "updatedAt": "2026-08-18T06:59:02.648Z"
                }
            ],
            "resolutions": []
        }
    }
}
Finding the right actionBy for reply-issue

The issueActor.id you need for reply-issue's actionBy field comes from this endpoint's issueActors[] array — it is a generated ID, not a role name. There is one ID for the customer (CONSUMER), one for your admin (INTERFACING_NP), and one for the counterparty seller (COUNTERPARTY_NP). If the customer is replying, use the issueActors[] entry where type is "CONSUMER".

  • Customer replying → entry with type: "CONSUMER" (same as sourceId)
  • Admin / interfacing NP replying → entry with type: "INTERFACING_NP" (same as complainantId)
  • Seller replying → entry with type: "COUNTERPARTY_NP"

If an issue was reopened, older actors of the same type may still appear in the array as history — sourceId and complainantId on the issue always point at the actors for the most recent action, so prefer those two fields when in doubt.