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Documentation Index

Fetch the complete documentation index at: https://docs.orderprotection.com/llms.txt

Use this file to discover all available pages before exploring further.

Richpanel is a visibility layer for your support team. Every Order Protection claim opens a Richpanel ticket so brand agents can see new cases land and triage them in their helpdesk. The full conversation between the customer and Order Protection lives in the Order Protection dashboard — the Richpanel ticket carries a deep link to it. Order Protection owns all customer communication for claims — replies, decisions, refunds, and reships are sent from inside Order Protection so the customer only ever hears from one channel.
Brand agents should not reply to the customer from Richpanel. A reply typed into Richpanel will be sent by Richpanel directly to the customer’s email, but it will not be recorded against the claim in Order Protection — bypassing claim-state automation, attachments, and the audit trail. Treat the Richpanel ticket as read-only for the brand: use Add Note for internal commentary, and reply to the customer from Order Protection.

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What you get

  • Automatic ticket creation — every new claim opens a Richpanel conversation with the customer’s contact info, an order summary, the claim type and status, and a clickable link back to the full claim conversation in Order Protection.
  • Auto-snoozing on resolution — when a claim moves to Approved or Resolved, Order Protection snoozes the Richpanel ticket (snoozed_till: "0") so it falls out of agent queues until a customer reply re-opens it.
  • In-widget context — Richpanel agents see the customer’s recent orders and existing claims directly inside the Richpanel UI without switching tabs.
  • Default routing — optionally auto-assign new tickets to a team and set a default channel (email, message, SMS, etc.) at install time.
We do not forward individual claim messages or status update bodies from Order Protection to Richpanel. That’s deliberate — on Richpanel’s email channel, every send-message call dispatches a customer email, which would double up on the notifications Order Protection already sends. Instead, the ticket carries a link back to Order Protection where the live conversation, decisions, and timeline live.

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Installation

Follow these steps to connect Order Protection with Richpanel.
1

Generate a Richpanel API key

Sign in to your Richpanel admin and head to Settings → API. Create an API key with permission to read & write conversations, teams, channels, and tags. Copy the key — it begins with rp_.
Treat this key like a password. Order Protection encrypts it at rest using your store’s encryption key, but anyone with the raw value can act as your Richpanel account.
2

Open the Richpanel integration in Order Protection

Sign in to your Order Protection Dashboard. From the left nav go to Settings → Integrations and click Richpanel.
3

Paste your API key

Paste the rp_… key into the API Key field. It’s stored encrypted — once saved you’ll only see a masked value.
4

(Optional) Pick a default team

If you want every new ticket auto-assigned, paste a Richpanel Team UUID into Default Team ID. Leave it blank to let Richpanel auto-route based on its own rules.
Don’t know your team UUID? After saving the API key, Order Protection can list your teams via its internal Richpanel API — ask your developer to hit /internal/integrations/richpanel/stores/{storeId}/teams, or fetch it directly from Richpanel’s /v1/teams endpoint.
5

(Optional) Pick a default channel

Set Default Channel to one of: email, message, twilio-sms, attentive, aircall, facebook_message, instagram, facebook_feed_comment. Most stores use email.

Save

Hit Save. The next claim filed against your store will open a Richpanel conversation within a few seconds.

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How it works

Once the integration is enabled, two things happen automatically:

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1. New claim → new Richpanel ticket

When a customer files a claim, Order Protection sends a POST /v1/tickets to Richpanel containing:
  • The customer’s email, name, and phone (when available)
  • The associated order number, items, and pricing summary
  • A short summary of the claim type and status
  • A clickable link to the full claim in the Order Protection dashboard
If you set a Default Team ID at install time, the new ticket is assigned to that team in the same step.

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2. Claim approved or resolved → ticket auto-snoozed

When a claim moves to Approved or Resolved, Order Protection calls PUT /v1/tickets/{id}/snooze with snoozed_till: "0", which takes the Richpanel ticket out of agent queues until the customer replies. No message body is posted on the Richpanel side — Order Protection sends its own notifications to the customer through its own channels. Where Richpanel fits in the Order Protection event flow: 
   Claim filed in OP        ─►  POST  /v1/tickets        (with OP claim link)
   Claim approved/resolved  ─►  PUT   /v1/tickets/{id}/snooze
That’s it. No send-message calls, no message-body forwards — Order Protection holds the entire conversation, and Richpanel is the brand’s read-mostly window into what’s happening.

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In-widget order & claim context

Richpanel can render an Order Protection panel directly inside the agent UI showing the customer’s recent orders and all existing claims. This is served by Order Protection’s widget endpoint and authenticated via an HMAC-signed header — no extra credential management on Richpanel’s side. If you’d like the widget enabled in your Richpanel workspace, contact your Order Protection account manager and we’ll provision the iframe URL for your store.

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How brand agents should use Richpanel

Richpanel is a read-mostly view for your team. The recommended workflow:
ActionWhere to do it
See that a new claim was filedRichpanel inbox
Read the full conversation between customer and Order ProtectionClick the OP claim link inside the Richpanel ticket
Triage / route the ticket internallyRichpanel (assign, snooze, tag)
Add an internal note the customer should never seeRichpanel — use Add Note, not Reply
Reply to the customerOrder Protection dashboard
Decide / approve / resolve the claimOrder Protection dashboard
Order Protection is the source of truth for claim state, so any customer-facing action (reply, approve, deny, refund, reship) must happen there. Anything you type as a public reply in Richpanel will reach the customer through Richpanel’s channel but will not be associated with the claim — so it’s invisible to whoever picks up the case next.
Bidirectional sync — surfacing the Order Protection conversation inline inside the Richpanel ticket, and capturing Richpanel “Add Note” entries back as Order Protection notes — is on our roadmap. Contact your account manager if this is a hard requirement for your workflow.

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Troubleshooting

Check that the API key under Settings → Integrations → Richpanel is still valid. Order Protection re-validates it by calling Richpanel’s /v1/teams endpoint — if that 401s, the field is showing as masked but the underlying value is wrong. Re-paste the key.
The Default Team ID field expects a UUID, not a team name. If you pasted the team’s display name, the assign call silently no-ops on Richpanel’s side. Pull the UUID from your Richpanel admin (or from /v1/teams) and re-save.
That’s by design. Order Protection does not forward individual claim messages to Richpanel because doing so on the email channel would re-email the customer for every reply we already sent. Click the View the full claim conversation link inside the ticket body to open the claim in the Order Protection dashboard.
The reply will reach the customer through Richpanel’s channel, but Order Protection has no record of it. To capture the reply on the claim, re-send it from Order Protection. To prevent this happening again, coach agents to use Add Note in Richpanel for any brand-internal commentary, and treat the public Reply box as “for OP only”.
Richpanel returns HTTP 492 with a Retry-After header when you exceed your account quota. Order Protection respects the header and automatically retries with backoff via its background job queue — no action required, but reach out if you see sustained delays.