Help page and support cases

Every Solverr app has a public help page at https://your-solverr-host/help, where customers look up a payment and report a problem when a payment did not go as expected. The failed-payment screen on the checkout links straight to it.

What the customer doesCopy Anchor Link

1. Find the paymentCopy Anchor Link

1. The customer enters the payment ID (the invoice id, which starts with inv_) or the transaction hash from their wallet or exchange.
2. The help page shows the payment's current status in plain words. For a payment ID, it also links back to the checkout.

2. Report a problemCopy Anchor Link

If the payment is stuck, or the help page cannot find it, the customer opens a case.

1. Under What happened? they choose one of these problems:
   • Payment sent, but nothing happened
   • Sent on the wrong network
   • Sent a different coin
   • Forgot the memo
   • Cannot find the payment
2. They enter their transaction hash and the network they actually sent on, plus optional details.
3. They select Open support case.
4. The help page shows a ready-made report with Copy report and an Open NEAR Intents support button. The customer sends the report there.

What goes into the reportCopy Anchor Link

A match by transaction hash alone does not show the invoice id to the customer, because anyone can read a transaction hash on the blockchain. You still see the invoice in your dashboard. Solverr also corrects the kind of case from what it knows:

• If the network the customer names differs from the quote's network, the case becomes wrong_chain.
• If no invoice matches the id or hash, the case becomes not_found.

What you seeCopy Anchor Link

When a case matches one of your invoices, Solverr tells you in three ways:

1. A dashboard alert names the case and the invoice.
2. Your server receives a support_case.created webhook with the case and the invoice.
3. The case appears in Dashboard → Support with its report, a Copy report button and a link to the invoice.

After 30 cases for your business in 24 hours, later cases skip the alert and the webhook and appear only in Dashboard → Support.

When a swap fails during a payment, Solverr opens a Failed swap case itself. It appears in Dashboard → Support with an alert, and your server receives invoice.failed. When you or NEAR Intents support have solved a case, select Mark resolved.

Build your own help pageCopy Anchor Link

Both steps of the help page are public API calls, so you can build them into your own support page. Start with a lookup of the payment:

curl "https://your-solverr-host/api/v1/support-cases/lookup?tx_hash=0xabc123def4567890"

A transaction hash is public on the blockchain, so a lookup by tx_hash returns only the payment status, { "object": "payment_lookup", "status": "paid" }. A lookup by invoice_id returns the full payment details.

Then open a case with the invoice id, the transaction hash, the network the customer sent on and the kind of problem:

curl https://your-solverr-host/api/v1/support-cases \
  -H "Content-Type: application/json" \
  -d '{
    "invoice_id": "inv_7h3K9dWq2LmN4pRt6vXy",
    "tx_hash": "0xabc123def4567890",
    "chain": "eth",
    "kind": "wrong_chain",
    "details": "I sent USDT on Ethereum instead of TRON."
  }'

{
  "id": "case_3vN7rB2sT4mW8xQ5kL9p",
  "kind": "wrong_chain",
  "report_text": "Solverr support case case_3vN7rB2sT4mW8xQ5kL9p\ntx hash: 0xabc123def4567890\nchain: eth\nproblem: wrong_chain\n…",
  "support_url": "https://t.me/near_intents"
}

chain takes the chain codes from Chains and coins, and kind is one of wrong_chain, wrong_coin, missing_memo, stuck or not_found. Case creation is limited to 5 per minute per IP address, 20 per minute per network and 5 per payment per 24 hours. Reporting the same transaction for the same payment again returns the case that is already open. When a payment already has 5 cases from the last 24 hours, the API answers 429 with code: "too_many_attempts" and a Retry-After header that gives the seconds until the oldest of them is a day old.