Support API and webhooks
Order lookup, refunds, dispute actions, and subscription edits exposed through one API, reconciled automatically.
POST /v1/orders/{id}/refund
lookuprefundresenddisputesubscription
Buyer support
Support tooling that speaks your buyer's language.
The platform side of buyer support: order lookup, refund and dispute actions, and macros wired straight into the order record, exposed through an API and a help center your own team or ours can run around the clock.
MR
Mei Rin
ticket #48201
JA detectedOpen
“My license key did not arrive after payment.”
Order context, attached automatically
OrderNG-7F2A-9KQ
PlanPro, annual
Paid480.00 EUR
CountryJapan
MethodKonbini
StatusSettled
Agent replies with full context, no lookupreplied 2m
Wired toOrdersPaymentsSubscriptionsRefunds
The platform side of support
Tooling, not a team. The team is a separate choice.
This is the support infrastructure: APIs, help center, and the agent workspace. Want us to staff it too? That is the Customer care solution.
Around the clock, around the world
24/7Three regional hubs hand off so a buyer is never waiting for morning.
Americas hub13:00 to 02:00 UTC
EMEA hub06:00 to 18:00 UTC
APAC hub22:00 to 11:00 UTC
00:00 UTCcontinuous coverage24:00
30+
languages, auto-detected from the buyer's order
ENJADEPTESZHFRNLITKOSVPL+18
2m
median first response to a buyer message
Figures are illustrative sample data.
What you get to build on
Every support action, one system of record.
Look up an order, issue a refund, resolve a dispute, or update a subscription, and it reconciles back to that record on its own.
Localized help center
A hosted help center on your domain, in the buyer's language, so most questions resolve before a ticket is ever opened.
61%
self-served
30+
languages
Agent workspace
Your team or ours works one queue with the order context, refund controls, and macros already wired in.
Queue
3 open- #48201Refund not receivedOpen
- #48199License key resendReplied
- #48184VAT on invoiceSolved
Helpdesk connectors
Webhooks sync tickets, orders, and refunds into the helpdesk you already run, with no second source of record.
Your helpdeskNordgateOrder record
ZendeskIntercomFreshdeskGorgiasWebhooks
Service health
The numbers buyers feel.
97%
Buyer CSAT
across resolved tickets
93%
Resolution rate
without escalation
100%
Timezone coverage
follow-the-sun
Gauges use illustrative sample data.
“Our agents stopped switching between four tools to refund one order. First-response time fell by more than half.”
Questions, answered.
How is this different from the Customer care solution?
This is the platform tooling: the order, refund, and dispute APIs, the help center, and the agent workspace. Customer care is the managed service where our staffed team runs that tooling for you.
Can my own team use the same tools?
Yes. The agent workspace and the support API are open to your team, our team, or both. Permissions and routing decide who sees what.
What can a support action actually do?
Look up any order, issue a partial or full refund, resend a receipt or license, update a subscription, and respond to a dispute, all reconciled automatically.
Which languages are covered?
Over 30 languages across the help center and the agent macros, with the buyer's locale detected from the order so the first reply is already in the right language.
Does it plug into my existing helpdesk?
Yes. Webhooks and the API connect to common helpdesk tools, so tickets, orders, and refunds stay in sync without a second system of record.
Buyer support
Build support on the order record.
Tell us how you handle buyer questions today. We will map which actions to wire into your help flow first.
Or reach us at sales@nordgate.financial