回复用户
更新时间:2025.09.01商户可通过调用此接口,提交内容回复用户。其中上传图片凭证需首先调用商户上传反馈图片接口,得到图片id,再将id填入请求。
回复可配置文字链,传入跳转链接文案和跳转链接字段,用户点击即可跳转对应页面。
首次回复用户后,投诉单状态将由待处理更新为处理中。
接口说明
支持商户:【普通商户】
请求方式:【POST】/v3/merchant-service/complaints-v2/{complaint_id}/response
请求域名:【主域名】https://api.mch.weixin.qq.com 使用该域名将访问就近的接入点
【备域名】https://api2.mch.weixin.qq.com 使用该域名将访问异地的接入点 ,指引点击查看
请求参数
Header HTTP头参数
Authorization 必填 string
请参考签名认证生成认证信息
Accept 必填 string
请设置为application/json
Content-Type 必填 string
请设置为application/json
path 路径参数
complaint_id 必填 string(64)
【投诉单号】 投诉单对应的投诉单号
body 包体参数
complainted_mchid 必填 string(64)
【被诉商户号】 投诉单对应的被诉商户号
response_content 必填 string(500)
【回复内容】 具体的投诉处理方案,限制500个字符以内。
response_images 选填 array[string]
【回复图片】 传入调用“商户上传反馈图片”接口返回的media_id,最多上传4张图片凭证
jump_url 选填 string(512)
【跳转链接】 商户可在回复中附加跳转链接,引导用户跳转至商户客诉处理页面,链接需满足HTTPS格式。注:配置文字链属于灰度功能,若有需要请联系对接的行业运营进行咨询。
jump_url_text 选填 string(10)
【跳转链接文案】 实际展示给用户的文案,附在回复内容之后。用户点击文案,即可进行跳转。
注:若传入跳转链接,则跳转链接文案为必传项,二者缺一不可。
mini_program_jump_info 选填 object
【跳转小程序信息】 商户可在回复中附加小程序信息,引导用户跳转至商户客诉处理小程序。注:配置小程序属于灰度功能,若有需要请联系对接的行业运营进行咨询。
属性 | |
appid 必填 string 【跳转小程序APPID】 商户可在回复中附加小程序页面路径,引导用户跳转至商户服务工具页面。该字段为小程序APPID。 path 必填 string 【跳转小程序页面PATH】 商户可在回复中附加小程序页面路径,引导用户跳转至商户服务工具页面。该字段为小程序路径。 text 必填 string 【跳转小程序页面名称】 商户可在回复中附加小程序页面路径,引导用户跳转至商户服务工具页面。该字段为商户可自定义的页面名称。 |
请求示例
POST
1curl -X POST \ 2 https://api.mch.weixin.qq.com/v3/merchant-service/complaints-v2/200201820200101080076610000/response \ 3 -H "Authorization: WECHATPAY2-SHA256-RSA2048 mchid=\"1900000001\",..." \ 4 -H "Accept: application/json" \ 5 -H "Content-Type: application/json" \ 6 -d '{ 7 "complainted_mchid" : "1900000001", 8 "response_content" : "已与用户沟通解决", 9 "response_images" : [ 10 "aabbccdd" 11 ], 12 "jump_url" : "https://www.xxx.com/notify", 13 "jump_url_text" : "查看订单详情", 14 "mini_program_jump_info" : { 15 "appid" : "wx416b02c1dd71u132", 16 "path" : "/pages/index/index", 17 "text" : "首页" 18 } 19 }' 20
需配合微信支付工具库 WXPayUtility 使用,请参考 Java
1package com.java.demo; 2 3import com.java.utils.WXPayUtility; // 引用微信支付工具库,参考:https://pay.weixin.qq.com/doc/v3/merchant/4014931831 4 5import com.google.gson.annotations.SerializedName; 6import com.google.gson.annotations.Expose; 7import okhttp3.MediaType; 8import okhttp3.OkHttpClient; 9import okhttp3.Request; 10import okhttp3.RequestBody; 11import okhttp3.Response; 12 13import java.io.IOException; 14import java.io.UncheckedIOException; 15import java.security.PrivateKey; 16import java.security.PublicKey; 17import java.util.ArrayList; 18import java.util.HashMap; 19import java.util.List; 20import java.util.Map; 21 22/** 23 * 回复用户 24 */ 25public class ResponseComplaintV2 { 26 private static String HOST = "https://api.mch.weixin.qq.com"; 27 private static String METHOD = "POST"; 28 private static String PATH = "/v3/merchant-service/complaints-v2/{complaint_id}/response"; 29 30 public static void main(String[] args) { 31 // TODO: 请准备商户开发必要参数,参考:https://pay.weixin.qq.com/doc/v3/merchant/4013070756 32 ResponseComplaintV2 client = new ResponseComplaintV2( 33 "19xxxxxxxx", // 商户号,是由微信支付系统生成并分配给每个商户的唯一标识符,商户号获取方式参考 https://pay.weixin.qq.com/doc/v3/merchant/4013070756 34 "1DDE55AD98Exxxxxxxxxx", // 商户API证书序列号,如何获取请参考 https://pay.weixin.qq.com/doc/v3/merchant/4013053053 35 "/path/to/apiclient_key.pem" // 商户API证书私钥文件路径,本地文件路径 36 , 37 "PUB_KEY_ID_xxxxxxxxxxxxx", // 微信支付公钥ID,如何获取请参考 https://pay.weixin.qq.com/doc/v3/merchant/4013038816 38 "/path/to/wxp_pub.pem" // 微信支付公钥文件路径,本地文件路径 39 ); 40 41 ResponseComplaintV2Request request = new ResponseComplaintV2Request(); 42 request.complaintId = "200201820200101080076610000"; 43 request.complaintedMchid = "1900000001"; 44 request.responseContent = "已与用户沟通解决"; 45 request.responseImages = new ArrayList<>(); 46 { 47 request.responseImages.add("aabbccdd"); 48 }; 49 request.jumpUrl = "https://www.xxx.com/notify"; 50 request.jumpUrlText = "查看订单详情"; 51 request.miniProgramJumpInfo = new MiniProgramJumpInfo(); 52 request.miniProgramJumpInfo.appid = "wx416b02c1dd71u132"; 53 request.miniProgramJumpInfo.path = "/pages/index/index"; 54 request.miniProgramJumpInfo.text = "首页"; 55 try { 56 client.run(request); 57 } catch (WXPayUtility.ApiException e) { 58 // TODO: 请求失败,根据状态码执行不同的逻辑 59 e.printStackTrace(); 60 } 61 } 62 63 public void run(ResponseComplaintV2Request request) { 64 String uri = PATH; 65 uri = uri.replace("{complaint_id}", WXPayUtility.urlEncode(request.complaintId)); 66 String reqBody = WXPayUtility.toJson(request); 67 68 Request.Builder reqBuilder = new Request.Builder().url(HOST + uri); 69 reqBuilder.addHeader("Accept", "application/json"); 70 reqBuilder.addHeader("Wechatpay-Serial", wechatPayPublicKeyId); 71 reqBuilder.addHeader("Authorization", WXPayUtility.buildAuthorization(mchid, certificateSerialNo,privateKey, METHOD, uri, reqBody)); 72 reqBuilder.addHeader("Content-Type", "application/json"); 73 RequestBody requestBody = RequestBody.create(MediaType.parse("application/json; charset=utf-8"), reqBody); 74 reqBuilder.method(METHOD, requestBody); 75 Request httpRequest = reqBuilder.build(); 76 77 // 发送HTTP请求 78 OkHttpClient client = new OkHttpClient.Builder().build(); 79 try (Response httpResponse = client.newCall(httpRequest).execute()) { 80 String respBody = WXPayUtility.extractBody(httpResponse); 81 if (httpResponse.code() >= 200 && httpResponse.code() < 300) { 82 // 2XX 成功,验证应答签名 83 WXPayUtility.validateResponse(this.wechatPayPublicKeyId, this.wechatPayPublicKey, 84 httpResponse.headers(), respBody); 85 86 return; 87 } else { 88 throw new WXPayUtility.ApiException(httpResponse.code(), respBody, httpResponse.headers()); 89 } 90 } catch (IOException e) { 91 throw new UncheckedIOException("Sending request to " + uri + " failed.", e); 92 } 93 } 94 95 private final String mchid; 96 private final String certificateSerialNo; 97 private final PrivateKey privateKey; 98 private final String wechatPayPublicKeyId; 99 private final PublicKey wechatPayPublicKey; 100 101 public ResponseComplaintV2(String mchid, String certificateSerialNo, String privateKeyFilePath, String wechatPayPublicKeyId, String wechatPayPublicKeyFilePath) { 102 this.mchid = mchid; 103 this.certificateSerialNo = certificateSerialNo; 104 this.privateKey = WXPayUtility.loadPrivateKeyFromPath(privateKeyFilePath); 105 this.wechatPayPublicKeyId = wechatPayPublicKeyId; 106 this.wechatPayPublicKey = WXPayUtility.loadPublicKeyFromPath(wechatPayPublicKeyFilePath); 107 } 108 109 public static class ResponseComplaintV2Request { 110 @SerializedName("complaint_id") 111 @Expose(serialize = false) 112 public String complaintId; 113 114 @SerializedName("complainted_mchid") 115 public String complaintedMchid; 116 117 @SerializedName("response_content") 118 public String responseContent; 119 120 @SerializedName("response_images") 121 public List<String> responseImages; 122 123 @SerializedName("jump_url") 124 public String jumpUrl; 125 126 @SerializedName("jump_url_text") 127 public String jumpUrlText; 128 129 @SerializedName("mini_program_jump_info") 130 public MiniProgramJumpInfo miniProgramJumpInfo; 131 } 132 133 public static class MiniProgramJumpInfo { 134 @SerializedName("appid") 135 public String appid; 136 137 @SerializedName("path") 138 public String path; 139 140 @SerializedName("text") 141 public String text; 142 } 143 144} 145
需配合微信支付工具库 wxpay_utility 使用,请参考 Go
1package main 2 3import ( 4 "bytes" 5 "demo/wxpay_utility" // 引用微信支付工具库,参考 https://pay.weixin.qq.com/doc/v3/merchant/4015119334 6 "encoding/json" 7 "fmt" 8 "net/http" 9 "net/url" 10 "strings" 11) 12 13func main() { 14 // TODO: 请准备商户开发必要参数,参考:https://pay.weixin.qq.com/doc/v3/merchant/4013070756 15 config, err := wxpay_utility.CreateMchConfig( 16 "19xxxxxxxx", // 商户号,是由微信支付系统生成并分配给每个商户的唯一标识符,商户号获取方式参考 https://pay.weixin.qq.com/doc/v3/merchant/4013070756 17 "1DDE55AD98Exxxxxxxxxx", // 商户API证书序列号,如何获取请参考 https://pay.weixin.qq.com/doc/v3/merchant/4013053053 18 "/path/to/apiclient_key.pem", // 商户API证书私钥文件路径,本地文件路径 19 "PUB_KEY_ID_xxxxxxxxxxxxx", // 微信支付公钥ID,如何获取请参考 https://pay.weixin.qq.com/doc/v3/merchant/4013038816 20 "/path/to/wxp_pub.pem", // 微信支付公钥文件路径,本地文件路径 21 ) 22 if err != nil { 23 fmt.Println(err) 24 return 25 } 26 27 request := &ResponseComplaintV2Request{ 28 ComplaintId: wxpay_utility.String("200201820200101080076610000"), 29 ComplaintedMchid: wxpay_utility.String("1900000001"), 30 ResponseContent: wxpay_utility.String("已与用户沟通解决"), 31 ResponseImages: []string{"aabbccdd"}, 32 JumpUrl: wxpay_utility.String("https://www.xxx.com/notify"), 33 JumpUrlText: wxpay_utility.String("查看订单详情"), 34 MiniProgramJumpInfo: &MiniProgramJumpInfo{ 35 Appid: wxpay_utility.String("wx416b02c1dd71u132"), 36 Path: wxpay_utility.String("/pages/index/index"), 37 Text: wxpay_utility.String("首页"), 38 }, 39 } 40 41 err = ResponseComplaintV2(config, request) 42 if err != nil { 43 fmt.Printf("请求失败: %+v\n", err) 44 // TODO: 请求失败,根据状态码执行不同的处理 45 return 46 } 47 48 // TODO: 请求成功,继续业务逻辑 49 fmt.Println("请求成功") 50} 51 52func ResponseComplaintV2(config *wxpay_utility.MchConfig, request *ResponseComplaintV2Request) (err error) { 53 const ( 54 host = "https://api.mch.weixin.qq.com" 55 method = "POST" 56 path = "/v3/merchant-service/complaints-v2/{complaint_id}/response" 57 ) 58 59 reqUrl, err := url.Parse(fmt.Sprintf("%s%s", host, path)) 60 if err != nil { 61 return err 62 } 63 reqUrl.Path = strings.Replace(reqUrl.Path, "{complaint_id}", url.PathEscape(*request.ComplaintId), -1) 64 reqBody, err := json.Marshal(request) 65 if err != nil { 66 return err 67 } 68 httpRequest, err := http.NewRequest(method, reqUrl.String(), bytes.NewReader(reqBody)) 69 if err != nil { 70 return err 71 } 72 httpRequest.Header.Set("Accept", "application/json") 73 httpRequest.Header.Set("Wechatpay-Serial", config.WechatPayPublicKeyId()) 74 httpRequest.Header.Set("Content-Type", "application/json") 75 authorization, err := wxpay_utility.BuildAuthorization(config.MchId(), config.CertificateSerialNo(), config.PrivateKey(), method, reqUrl.RequestURI(), reqBody) 76 if err != nil { 77 return err 78 } 79 httpRequest.Header.Set("Authorization", authorization) 80 81 client := &http.Client{} 82 httpResponse, err := client.Do(httpRequest) 83 if err != nil { 84 return err 85 } 86 respBody, err := wxpay_utility.ExtractResponseBody(httpResponse) 87 if err != nil { 88 return err 89 } 90 if httpResponse.StatusCode >= 200 && httpResponse.StatusCode < 300 { 91 // 2XX 成功,验证应答签名 92 err = wxpay_utility.ValidateResponse( 93 config.WechatPayPublicKeyId(), 94 config.WechatPayPublicKey(), 95 &httpResponse.Header, 96 respBody, 97 ) 98 if err != nil { 99 return err 100 } 101 return nil 102 } else { 103 return wxpay_utility.NewApiException( 104 httpResponse.StatusCode, 105 httpResponse.Header, 106 respBody, 107 ) 108 } 109} 110 111type ResponseComplaintV2Request struct { 112 ComplaintId *string `json:"complaint_id,omitempty"` 113 ComplaintedMchid *string `json:"complainted_mchid,omitempty"` 114 ResponseContent *string `json:"response_content,omitempty"` 115 ResponseImages []string `json:"response_images,omitempty"` 116 JumpUrl *string `json:"jump_url,omitempty"` 117 JumpUrlText *string `json:"jump_url_text,omitempty"` 118 MiniProgramJumpInfo *MiniProgramJumpInfo `json:"mini_program_jump_info,omitempty"` 119} 120 121func (o *ResponseComplaintV2Request) MarshalJSON() ([]byte, error) { 122 type Alias ResponseComplaintV2Request 123 a := &struct { 124 ComplaintId *string `json:"complaint_id,omitempty"` 125 *Alias 126 }{ 127 // 序列化时移除非 Body 字段 128 ComplaintId: nil, 129 Alias: (*Alias)(o), 130 } 131 return json.Marshal(a) 132} 133 134type MiniProgramJumpInfo struct { 135 Appid *string `json:"appid,omitempty"` 136 Path *string `json:"path,omitempty"` 137 Text *string `json:"text,omitempty"` 138} 139
应答参数
无应答包体
应答示例
204 No Content
1'无应答包体' 2
错误码
公共错误码
状态码 | 错误码 | 描述 | 解决方案 |
---|---|---|---|
400 | PARAM_ERROR | 参数错误 | 请根据错误提示正确传入参数 |
400 | INVALID_REQUEST | HTTP 请求不符合微信支付 APIv3 接口规则 | 请参阅 接口规则 |
401 | SIGN_ERROR | 验证不通过 | 请参阅 签名常见问题 |
500 | SYSTEM_ERROR | 系统异常,请稍后重试 | 请稍后重试 |