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I’m strongly against the approach of marking cases “solved” when they are part of a broader investigation. This just causes the player to get the run around with support, and no visibility of what is going on to actually resolve the issue. Why not mark these cases as “under investigation” with a link to the Trello case? This would at least let the player and support know that it isn’t solved yet.
Even better would be to couple this with a clear customer service standard that if after x days the (purchase-related) issue hasn’t been solved, the player will get reimbursed AND get the item/s when the issue is fixed with no risk of account ban. Imagine the improvement in QA testing and issue resolution speed!
