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Working with cases

A case is one customer request - a warranty claim, a repair, a question, a return. This page covers the whole life of a case.

The cases list

Open the Cases tab:

Cases list
In the picture: 1 is the New case button, 2 is the status column.
  • Search by case number, product or customer details.
  • Filter by request type (warranty claim, repair request, faulty item...) and status. The All cases filter can also show test cases.
  • Rows marked TEST are safe test cases: they do not use your plan quota and never email customers. Open one to Delete test case.
  • Unmatched engineer reports appear under the list when a form submission could not be linked to a case - enter the case number to file it, or ignore it (see Work orders and engineers).

Open a case (from an order)

The fastest way when you know the order:

  1. Orders tab -> click the order.
  2. Press Create case from this order.
  3. Pick the item(s), choose the request type and reason, write a short description, and confirm the customer email.
  4. Press create - the case gets a number like WR-2026-000123.

Open a case (manually)

  1. Cases tab -> New case.

  2. Search by order number or customer email, press Select on the order.

    New case window
    New case window

  3. Tick the item(s) the case is about, or check the box for a case without a linked order item.

  4. Fill in: customer email, serial number (optional), the problem description, and - for sales made outside Wix - a short note in manual justification (e.g. "in-store sale, invoice #1042").

  5. Keep Test case unticked for real work. Press create.

The case page

Case detail
In the picture: 1 Actions card, 4 Issue RMA, 5 Conversation (your message thread with the customer), 6 Timeline (the full history).

Everything about the case lives here:

  • Actions card - move the case to the next status, assign it, set priority (low / normal / high / urgent) and a due date.
  • Items - the product(s) in question, with order and serial.
  • Work orders - repair jobs, see Work orders and engineers.
  • Engineer reports - visit reports from your form or added by hand (Add report).
  • Evidence - photos and documents attached to the case.
  • Conversation - your chat with the customer. Toggle internal to write a private staff note the customer never sees.
  • Timeline - every event, in order.
  • Customer emails - which automatic emails were sent for this case and their delivery status.
Case page, lower cards
In the picture: Items, Work orders, Engineer reports and Evidence on the left; Timeline and Customer emails on the right.

Case statuses, in plain words

Status Meaning
Submitted The customer (or you) sent it in
Needs info You are waiting for details from the customer
Under review Your team is looking at it
Approved for return The customer may send the item back
Remote diagnosis You try to fix it without a return
Awaiting item You are waiting for the item to arrive
Received The item is with you
Under service The repair work is happening
Resolution ready Done - ready to ship back or close
Shipped / Delivered The item is on its way back / arrived
Closed Finished
Declined Rejected (always needs a written reason)
Cancelled Withdrawn

To move a case: open it, pick the next status in Move to... on the Actions card. Some moves ask for a reason (declining or re-opening always does).

RMA - letting the customer send an item back

  1. Move the case to Approved for return.
  2. Press Issue RMA - the app creates an RMA number (e.g. RMA-WR-2026-000123). (Requires Starter plan or higher.)
  3. Tell the customer the number - they write it on the parcel.
  4. When the item ships, enter carrier and tracking under Add return shipment; when it arrives, move the case to Received.

Test cases

Want to try things safely? Create a case with the Test case box ticked. Test cases use no quota and send no emails. Delete them from the case page.