> ## Documentation Index
> Fetch the complete documentation index at: https://docs.visitoai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Complete Commerce tickets

> Manage fulfillment and booking issues from Tickets while keeping purchase outcomes accurate.

Commerce work appears as a general ticket when a purchase needs fulfillment or a booking needs attention. Select **Commerce** in the queue's **Source** filter to focus on this work.

A Commerce badge identifies its source and work reason. It is still a general ticket. Some purchases have a linked conversation; others appear as **Purchase** and have no conversation to open.

## Inspect the purchase

Open the ticket to see the purchase name, amount, payment, fulfillment, refund and booking states. Use **Open Commerce** for the purchase's wider context. Use **Open conversation** when a conversation is linked.

![Commerce ticket showing a paid purchase, unfulfilled work, no refund and a failed reservation, with Commerce actions](https://mintcdn.com/muhammadtest/KixMWuRVFEmJdBqS/images/tickets/commerce-en.jpg?fit=max\&auto=format\&n=KixMWuRVFEmJdBqS\&q=85\&s=7439e0f4544619a7ed4e9887e6325adf)

Payment and booking are separate: this paid purchase still has a reservation issue.

Assign a person and select **Start work** to track responsibility and progress. You can edit the open ticket's title or description and add internal notes without changing the purchase.

## Complete the underlying work

Available controls depend on your access, the purchase type and its current state. Commerce changes require the appropriate administrator access.

| Situation | What to do |
| - | - |
| Routine purchase awaiting delivery | Verify the work is done, then use the fulfillment control to mark it fulfilled. |
| Booking failed or is uncertain | Inspect provider evidence before taking the available recovery action. A successful payment alone does not confirm a booking. |
| Work completed outside Visito | Use **Record reconciliation** with the verified outcome, a supporting reference and an explanatory note. |
| A refund is needed | Use the existing Commerce refund flow and its confirmation. A request or pending refund is not a confirmed full refund. |

**Record reconciliation** documents a verified external outcome or that no action is required. It does not turn an external confirmation into provider-confirmed booking success or rewrite payment history.

Refunds and reservation retries keep their existing eligibility checks and confirmations. Ticket assignment, notes and Start work never perform these actions or send a guest message.

## When does the ticket close?

Commerce tickets resolve after a qualifying outcome: fulfilled routine work, a confirmed full refund, a successful provider booking or documented reconciliation of the current issue.

Pending, partial, failed or uncertain operations keep the work open. Generic **Resolve** and **Cancel ticket** cannot bypass these checks. If the outcome is uncertain, inspect the latest purchase and provider evidence before trying again.

The open ticket can update when the review reason changes, while keeping its human owner. If completed work later has a new actionable issue, a new ticket cycle can appear. The earlier closed ticket remains in history.

## If purchase details are unavailable

Ticket access and purchase access are separate. You may be able to assign a ticket or leave a note without being allowed to inspect its purchase evidence. Ask your workspace administrator to review Commerce access. Unavailable details should be checked again; they do not confirm success or failure.

Return to [Tickets](https://docs.visitoai.com/product-guides/product/tickets.md) for queue filters, status groups and the Home shortcut.


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