# Partner Cases

Partner Cases are part of the Partner Support API, allowing partners to open, retrieve and respond to support and operations queries.

The endpoints described here allow partners to directly integrate their back end tooling with Wise's, allowing faster responses, better structure to data, and operational efficiencies.

Operations 

## The Partner Case resource 

Fields
id
Partner Case ID. Generated by Wise

status
Status of the case. Can include `CREATING`, `OPEN`, `PENDING`, `SOLVED` and `CLOSED`.

type
Type of the partner case. Value must be `GENERAL_ENQUIRY`. More case types will be added in the future.

externalId
An ID provided by the external partner for partner internal tracking.

createdAt
When the partner case was originally created.

updatedAt
When the partner case was last updated.

Partner Case Object

```json
{
  "id": 123456789,
  "status": "PENDING",
  "type": "GENERAL_ENQUIRY",
  "externalId": "partner_12344567",
  "createdAt": "2023-06-28T15:21:24.901",
  "updatedAt": "2023-06-28T15:21:24.901"
}
```

### Case Statuses

Partner cases can move through different statuses.

CREATING
Cases in the creating status are those that are being created by Wise from a Partner call. Once created, cases move into the open status.

OPEN
Cases in the open status are those that are being actioned by Wise. Partners do not need to action these cases. Note that we may update a case in this status and not change it.

PENDING
Cases in the pending status are those that require additional information from the partner. You should action these cases by reviewing the newest comment and updating the case.

SOLVED
Cases in the solved status are those that have been solved and scheduled for closure. These can be re-opened by the partner or Wise if needed before closing.

CLOSED
Cases in the closed status are those that have been solved and closed. Once closed, they cannot be reopened and a new case should be created if needed.

![Case Flow Diagram](/assets/case-flow.d09f1234410a16980dc3663a4be22721353c9d320b5da69d471a1af27fb34ee6.28b10c14.png)
*Case Status Flow*

## Create a partner case 

**`POST /v1/cases`**

Cases are used to collect or transmit additional information between Partners and Wise. Use this endpoint to create a new case.

Request
type
Type of the partner case. Value must be `GENERAL_ENQUIRY`. More case types will be added in the future.

subject
The subject of the case. Do not include PII in the subject of cases.

details.transferId
ID of the transfer the case relates to. Can also be `null`.

details.profileId
ID of the profile the case relates to. Can also be `null`.

details.userId
ID of the user the case relates to. Can not be `null`.

externalId
An ID provided by the external partner for partner internal tracking.

description
The description of the request. The maximum size of the description is 65,535 character. If additional characters are sent, the field will be truncated.

#### Response

Returns a [partner case object](/api-reference/case#object).

Example Request

```shell
curl -X POST \
  https://api.sandbox.transferwise.tech/v1/cases \
  -H 'Authorization: Bearer <your api token>' \
  -H 'Content-Type: application/json' \
  -d '{
    "type": "GENERAL_ENQUIRY",
    "subject": "Inquiry about Transfer 12345",
    "details": {
      "transferId": 58114690,
      "profileId": 14556049,
      "userId": 1234
    },
    "externalId": "partner_external_id_12345",
    "description": "Initial summary of the issue"
  }'
```

## Retrieve a partner case by ID 

**`GET /v1/cases/{{case-id}}`**

This endpoint returns a partner case based on the specified case ID.

#### Response

Returns a [partner case object](/api-reference/case#object).

Example Request

```shell
curl -X GET \
  https://api.sandbox.transferwise.tech/v1/cases/{{case-id}} \
  -H 'Authorization: Bearer <your api token>'
```

## Retrieve partner case comments by ID 

**`GET /v1/cases/{{case-id}}/comments`**

This endpoint returns a `comments` list object, which is an array of comments that have been associated with the case.

Response
message
Message providing context for the response if the comments list is empty due to the case status being in `CREATING`. `null` if case has been created

comments[n].id
ID of the comment

comments[n].plainBody
The plain body of the comment. This can include simple markdown.

comments[n].author
The author of the comment. Can be either `PARTNER` or `WISE_AGENT`

comments[n].createdAt
When the comment was created. Note that comments cannot be updated.

#### Response

Returns a `comments` list object. Comments are ordered newest to oldest and are not paginated (all comments returned at once)

Example Request

```shell
curl -X GET \
  https://api.sandbox.transferwise.tech/v1/cases/{{case-id}}/comments \
  -H 'Authorization: Bearer <your api token>'
```

Example Response

```json
{
  "message": null,
  "comments": [
    {
      "id": 16554865464081,
      "plainBody": "We have resolved the issue with this transfer.\n\nThank you!",
      "author": "WISE_AGENT",
      "createdAt": "2023-06-28T15:22:29.901"
    },
    {
      "id": 16554816313745,
      "plainBody": "Please help with this transfer.\n\nTransfer details....",
      "author": "PARTNER",
      "createdAt": "2023-06-28T15:21:26.901"
    }
  ]
}
```

## Update a partner case 

**`PUT /v1/cases/{{case-id}}/comments`**

This endpoint allows for updates to be included with a partner case. Currently, this only allows for a comment to be placed on the case.

Request
comment
The comment that you want to add to the case. This can include markdown. The maximum size of the comment is 65,535 character. If additional characters are sent, the field will be truncated.

#### Response

A 200 response is returned with no body.

Example Request

```shell
curl -X GET \
  https://api.sandbox.transferwise.tech/v1/cases/{{case-id}}/comments \
  -H 'Authorization: Bearer <your api token>' \
  -d '{
    "comment": "Please see the attached information as requested.\n\nTransfer Details...."
  }
```