feat: 新增平台客服角色与客服查询菜单

backend/internal/handler/rock.go

@@ -325,6 +325,39 @@ func (h *RockHandler) ListDeletedTokens(c *gin.Context) {
 	})
 }
 
+// ListSupportBoundTokens 平台客服只读查询绑定中的 Token；search 可选，为空时返回全部。
+func (h *RockHandler) ListSupportBoundTokens(c *gin.Context) {
+	page, _ := strconv.Atoi(c.DefaultQuery("page", "1"))
+	pageSize, _ := strconv.Atoi(c.DefaultQuery("page_size", "20"))
+	search := strings.TrimSpace(c.Query("search"))
+	tokens, total, err := h.rockSvc.ListSupportBoundTokens(c.Request.Context(), page, pageSize, search)
+	if err != nil {
+		response.BadRequest(c, err.Error())
+		return
+	}
+	response.OK(c, gin.H{
+		"list":      tokens,
+		"total":     total,
+		"page":      page,
+		"page_size": pageSize,
+	})
+}
+
+// ListSupportTokenStatusLogs 平台客服只读查询绑定中 Token 的状态历史。
+func (h *RockHandler) ListSupportTokenStatusLogs(c *gin.Context) {
+	idUint, err := strconv.ParseUint(c.Param("id"), 10, 64)
+	if err != nil {
+		response.BadRequest(c, "无效的 Token ID")
+		return
+	}
+	logs, err := h.rockSvc.ListSupportTokenStatusLogs(c.Request.Context(), uint(idUint))
+	if err != nil {
+		response.BadRequest(c, err.Error())
+		return
+	}
+	response.OK(c, gin.H{"list": logs})
+}
+
 type restoreTokensReq struct {
 	IDs []uint `json:"ids" binding:"required"`
 }

backend/internal/handler/user.go

@@ -44,6 +44,7 @@ type createPlatformAdminReq struct {
 	Username string `json:"username" binding:"required"`
 	Password string `json:"password" binding:"required,min=6"`
 	Nickname string `json:"nickname"`
+	Role     string `json:"role"`
 }
 
 func (h *UserHandler) CreatePlatformAdmin(c *gin.Context) {
@@ -52,7 +53,7 @@ func (h *UserHandler) CreatePlatformAdmin(c *gin.Context) {
 		response.BadRequest(c, "参数错误")
 		return
 	}
-	user, err := h.svc.CreatePlatformAdmin(req.Username, req.Password, req.Nickname)
+	user, err := h.svc.CreatePlatformUser(req.Username, req.Password, req.Nickname, req.Role)
 	if err != nil {
 		response.BadRequest(c, err.Error())
 		return
@@ -65,6 +66,7 @@ type updatePlatformAdminReq struct {
 	Nickname string `json:"nickname"`
 	Password string `json:"password" binding:"omitempty,min=6"`
 	Status   int    `json:"status"`
+	Role     string `json:"role"`
 }
 
 func (h *UserHandler) UpdatePlatformAdmin(c *gin.Context) {
@@ -79,6 +81,7 @@ func (h *UserHandler) UpdatePlatformAdmin(c *gin.Context) {
 		Nickname: req.Nickname,
 		Password: req.Password,
 		Status:   req.Status,
+		Role:     req.Role,
 	}, middleware.GetUserID(c))
 	if err != nil {
 		response.BadRequest(c, err.Error())

backend/internal/middleware/auth.go

@@ -94,6 +94,21 @@ func Tenant(tenantSvc *service.TenantService) gin.HandlerFunc {
 			c.Next()
 			return
 		}
+		if GetRole(c) == model.RolePlatformSupport {
+			// 平台客服只借用自营商户的订单上下文：可完整操作发货订单，
+			// 但不写入 merchant_members，也不会获得商品、钱包、成员等权限。
+			merchant, err := tenantSvc.ResolveMerchantForAdmin(model.MerchantCodeSelfOperated)
+			if err != nil {
+				response.Forbidden(c, err.Error())
+				c.Abort()
+				return
+			}
+			c.Set(CtxMerchantID, merchant.ID)
+			c.Set(CtxMerchantRole, model.MemberRoleSupport)
+			c.Set(CtxMerchantPermissions, map[string]struct{}{model.PermissionOrdersManage: {}})
+			c.Next()
+			return
+		}
 		member, err := tenantSvc.ResolveMember(GetUserID(c), merchantRef)
 		if err != nil {
 			response.Forbidden(c, err.Error())

backend/internal/model/merchant.go

@@ -24,6 +24,7 @@ const (
 	MemberRoleOperator = "operator"
 	MemberRoleFinance  = "finance"
 	MemberRoleViewer   = "viewer"
+	MemberRoleSupport  = "support"
 
 	PermissionMembersManage   = "members:manage"
 	PermissionProductsManage  = "products:manage"

backend/internal/model/models.go

@@ -8,8 +8,9 @@ import (
 
 // 用户角色
 const (
-	RoleAdmin    = "admin"    // 平台管理员
-	RoleMerchant = "merchant" // 商户账号
+	RoleAdmin           = "admin"            // 平台管理员
+	RoleMerchant        = "merchant"         // 商户账号
+	RolePlatformSupport = "platform_support" // 平台客服
 )
 
 // User 系统用户

backend/internal/router/router.go

@@ -302,7 +302,6 @@ func Setup(h *Handlers) *gin.Engine {
 				platform.GET("/platform/rock/tokens/:id/status-logs", h.Rock.ListTokenStatusLogs)
 				platform.POST("/platform/rock/tokens/:id/refresh-binding", h.Rock.RefreshBinding)
 				platform.POST("/platform/rock/token-batches/refresh-stale", h.Rock.RefreshStaleTokens)
-				platform.GET("/platform/rock/tokens/:id/package-link", h.Rock.TokenPackageLink)
 				platform.GET("/platform/rock/token-batches/preview", h.Rock.PreviewTokenDelete)
 				platform.POST("/platform/rock/token-batches/batch-delete", h.Rock.BatchDeleteTokens)
 				platform.POST("/platform/rock/token-batches/delete-all", h.Rock.DeleteAllTokens)
@@ -313,6 +312,19 @@ func Setup(h *Handlers) *gin.Engine {
 			}
 		}
 
+		// 平台客服查询：仅平台管理员与平台客服可用，跨商户只读查询绑定中 Token。
+		// package-link 是只读的上游定位链接，允许平台客服复用。
+		if h.Rock != nil {
+			supportQuery := api.Group("")
+			supportQuery.Use(middleware.Auth(h.JWT))
+			supportQuery.Use(middleware.RequireRole(model.RoleAdmin, model.RolePlatformSupport))
+			{
+				supportQuery.GET("/platform/rock/support/bound-tokens", h.Rock.ListSupportBoundTokens)
+				supportQuery.GET("/platform/rock/support/tokens/:id/status-logs", h.Rock.ListSupportTokenStatusLogs)
+				supportQuery.GET("/platform/rock/tokens/:id/package-link", h.Rock.TokenPackageLink)
+			}
+		}
+
 		auth := api.Group("")
 		auth.Use(middleware.Auth(h.JWT))
 		auth.Use(middleware.Tenant(h.Tenant))

backend/internal/router/router_test.go

@@ -36,6 +36,7 @@ func newTestRouter(t *testing.T) (*gin.Engine, *jwt.Manager) {
 	merchantSvc := service.NewMerchantService(db, codec, tenantSvc)
 	rechargeSvc := service.NewRechargeService(db, fulfillmentSvc, "")
 	deliverySvc := service.NewDeliveryService(fulfillmentSvc, "", "", "", "", 0)
+	rockSvc := service.NewRockService(db, service.NewRockClient("https://example.com"))
 
 	engine := Setup(&Handlers{
 		Auth:          handler.NewAuthHandler(authSvc),
@@ -45,6 +46,7 @@ func newTestRouter(t *testing.T) (*gin.Engine, *jwt.Manager) {
 		SourceOpen:    handler.NewOpenHandler(fulfillmentSvc),
 		Merchant:      handler.NewMerchantHandler(merchantSvc, fulfillmentSvc, callbackSvc, deliverySvc, rechargeSvc),
 		Recharge:      handler.NewRechargeHandler(rechargeSvc),
+		Rock:          handler.NewRockHandler(rockSvc),
 		JWT:           jm,
 		Tenant:        tenantSvc,
 		OpenDB:        db,
@@ -240,3 +242,46 @@ func TestPlatformMerchantMembersRoutes(t *testing.T) {
 		t.Fatalf("平台管理员查询商户角色应返回 200，实际 %d: %s", w.Code, w.Body.String())
 	}
 }
+
+// TestPlatformSupportContext 验证平台客服只获得自营商户订单上下文与客服查询权限。
+func TestPlatformSupportContext(t *testing.T) {
+	engine, jm := newTestRouter(t)
+	token, err := jm.Generate(99, "platform-support", model.RolePlatformSupport)
+	if err != nil {
+		t.Fatalf("generate token: %v", err)
+	}
+
+	cases := []struct {
+		name string
+		path string
+		want int
+	}{
+		{name: "商户上下文", path: "/api/merchant", want: 200},
+		{name: "发货订单", path: "/api/merchant/orders", want: 200},
+		{name: "商品列表应被拒绝", path: "/api/merchant/products", want: 403},
+		{name: "钱包应被拒绝", path: "/api/merchant/wallet", want: 403},
+		{name: "平台管理接口应被拒绝", path: "/api/platform/merchants", want: 403},
+		{name: "客服查询空条件应被拦截", path: "/api/platform/rock/support/bound-tokens", want: 400},
+		{name: "客服查询", path: "/api/platform/rock/support/bound-tokens?search=SUP", want: 200},
+		{name: "上游包链接路由", path: "/api/platform/rock/tokens/1/package-link", want: 400},
+		{name: "商户客服旧接口应下线", path: "/api/merchant/support/rock/bound-tokens", want: 404},
+	}
+	for _, tc := range cases {
+		req := httptest.NewRequest("GET", tc.path, nil)
+		req.Header.Set("Authorization", "Bearer "+token)
+		w := httptest.NewRecorder()
+		engine.ServeHTTP(w, req)
+		if w.Code != tc.want {
+			t.Fatalf("%s: 期望 %d，实际 %d: %s", tc.name, tc.want, w.Code, w.Body.String())
+		}
+	}
+
+	req := httptest.NewRequest("GET", "/api/merchant", nil)
+	req.Header.Set("Authorization", "Bearer "+token)
+	w := httptest.NewRecorder()
+	engine.ServeHTTP(w, req)
+	body := w.Body.String()
+	if !strings.Contains(body, `"role":"support"`) || !strings.Contains(body, `"orders:manage"`) {
+		t.Fatalf("平台客服应获得自营商户客服上下文与 orders:manage，实际: %s", body)
+	}
+}

backend/internal/service/platform_user_test.go

@@ -0,0 +1,108 @@
+package service
+
+import (
+	"testing"
+
+	"affiliate_dash/internal/model"
+)
+
+func TestPlatformSupportAccountRoleSwitch(t *testing.T) {
+	db := newServiceTestDB(t)
+	svc := NewUserService(db, NewTenantService(db))
+
+	actor, err := svc.CreatePlatformAdmin("platform-role-actor", "password123", "管理员")
+	if err != nil {
+		t.Fatalf("创建管理员失败: %v", err)
+	}
+	support, err := svc.CreatePlatformUser("platform-role-support", "password123", "平台客服", model.RolePlatformSupport)
+	if err != nil {
+		t.Fatalf("创建平台客服失败: %v", err)
+	}
+	if support.Role != model.RolePlatformSupport {
+		t.Fatalf("平台客服角色不符: %+v", support)
+	}
+
+	var membershipCount int64
+	if err := db.Model(&model.MerchantMember{}).Where("user_id = ?", support.ID).Count(&membershipCount).Error; err != nil {
+		t.Fatalf("统计成员关系失败: %v", err)
+	}
+	if membershipCount != 0 {
+		t.Fatalf("平台客服不应写入商户成员关系，实际 %d 条", membershipCount)
+	}
+
+	list, total, err := svc.ListPlatformAdmins(1, 100)
+	if err != nil {
+		t.Fatalf("查询平台账号失败: %v", err)
+	}
+	if total < 2 {
+		t.Fatalf("平台账号列表应包含管理员与平台客服，实际 total=%d", total)
+	}
+	foundSupport := false
+	for _, item := range list {
+		if item.ID == support.ID && item.Role == model.RolePlatformSupport {
+			foundSupport = true
+		}
+	}
+	if !foundSupport {
+		t.Fatalf("平台账号列表未包含平台客服: %+v", list)
+	}
+
+	// 平台客服 -> 平台管理员：补自营商户负责人上下文。
+	updated, err := svc.UpdatePlatformAdmin(support.ID, UpdatePlatformAdminInput{
+		Username: support.Username,
+		Nickname: support.Nickname,
+		Status:   1,
+		Role:     model.RoleAdmin,
+	}, actor.ID)
+	if err != nil {
+		t.Fatalf("提升为管理员失败: %v", err)
+	}
+	if updated.Role != model.RoleAdmin {
+		t.Fatalf("角色未更新为管理员: %+v", updated)
+	}
+	var membership model.MerchantMember
+	if err := db.Where("user_id = ?", support.ID).First(&membership).Error; err != nil {
+		t.Fatalf("管理员缺少自营商户成员关系: %v", err)
+	}
+	if membership.Role != model.MemberRoleOwner || !membership.IsDefault {
+		t.Fatalf("管理员成员关系不符: %+v", membership)
+	}
+
+	// 平台管理员 -> 平台客服：移除商户成员关系，回到 Tenant 合成上下文。
+	updated, err = svc.UpdatePlatformAdmin(support.ID, UpdatePlatformAdminInput{
+		Username: support.Username,
+		Nickname: support.Nickname,
+		Status:   1,
+		Role:     model.RolePlatformSupport,
+	}, actor.ID)
+	if err != nil {
+		t.Fatalf("降级为平台客服失败: %v", err)
+	}
+	if updated.Role != model.RolePlatformSupport {
+		t.Fatalf("角色未更新为平台客服: %+v", updated)
+	}
+	if err := db.Model(&model.MerchantMember{}).Where("user_id = ?", support.ID).Count(&membershipCount).Error; err != nil {
+		t.Fatalf("统计成员关系失败: %v", err)
+	}
+	if membershipCount != 0 {
+		t.Fatalf("降级后应移除商户成员关系，实际 %d 条", membershipCount)
+	}
+}
+
+func TestCannotDemoteLastPlatformAdmin(t *testing.T) {
+	db := newServiceTestDB(t)
+	svc := NewUserService(db, nil)
+
+	admin, err := svc.CreatePlatformAdmin("only-role-admin", "password123", "唯一管理员")
+	if err != nil {
+		t.Fatalf("创建管理员失败: %v", err)
+	}
+	if _, err := svc.UpdatePlatformAdmin(admin.ID, UpdatePlatformAdminInput{
+		Username: admin.Username,
+		Nickname: admin.Nickname,
+		Status:   1,
+		Role:     model.RolePlatformSupport,
+	}, 0); err == nil {
+		t.Fatal("最后一个启用的平台管理员不能被降级")
+	}
+}

backend/internal/service/rock_stock.go

@@ -523,6 +523,42 @@ func (s *RockService) CheckStockAndAutoPurchase(ctx context.Context) {
 	log.Printf("[RockService] 自动补货成功，实际入库 %d 个 Token", len(tokens))
 }
 
+// prepareRockTokenList 填充列表展示字段：提取码与关联订单的商户单号。
+func (s *RockService) prepareRockTokenList(ctx context.Context, tokens []model.RockToken) {
+	for i := range tokens {
+		tokens[i].TokenCode = tokens[i].Token
+	}
+
+	// 批量反查关联订单的商户单号（创建订单时的 ClientOrderNo）
+	orderNos := make([]string, 0, len(tokens))
+	for _, t := range tokens {
+		if t.AssignedOrderNo != "" {
+			orderNos = append(orderNos, t.AssignedOrderNo)
+		}
+	}
+	if len(orderNos) == 0 {
+		return
+	}
+	var orders []struct {
+		OrderNo       string `gorm:"column:order_no"`
+		ClientOrderNo string `gorm:"column:client_order_no"`
+	}
+	if scanErr := s.db.WithContext(ctx).Table("fulfillment_orders").
+		Select("order_no, client_order_no").
+		Where("order_no IN ?", orderNos).
+		Scan(&orders).Error; scanErr == nil {
+		clientMap := make(map[string]string, len(orders))
+		for _, o := range orders {
+			clientMap[o.OrderNo] = o.ClientOrderNo
+		}
+		for i := range tokens {
+			if cNo, ok := clientMap[tokens[i].AssignedOrderNo]; ok && cNo != "" {
+				tokens[i].ClientOrderNo = cNo
+			}
+		}
+	}
+}
+
 // ListTokens 分页查询 Token 列表
 func (s *RockService) ListTokens(ctx context.Context, page, pageSize int, status, search string) ([]model.RockToken, int64, error) {
 	if page <= 0 {
@@ -553,37 +589,7 @@ func (s *RockService) ListTokens(ctx context.Context, page, pageSize int, status
 	if err != nil {
 		return nil, 0, err
 	}
-	for i := range tokens {
-		tokens[i].TokenCode = tokens[i].Token
-	}
-
-	// 批量反查关联订单的商户单号（创建订单时的 ClientOrderNo）
-	orderNos := make([]string, 0, len(tokens))
-	for _, t := range tokens {
-		if t.AssignedOrderNo != "" {
-			orderNos = append(orderNos, t.AssignedOrderNo)
-		}
-	}
-	if len(orderNos) > 0 {
-		var orders []struct {
-			OrderNo       string `gorm:"column:order_no"`
-			ClientOrderNo string `gorm:"column:client_order_no"`
-		}
-		if scanErr := s.db.WithContext(ctx).Table("fulfillment_orders").
-			Select("order_no, client_order_no").
-			Where("order_no IN ?", orderNos).
-			Scan(&orders).Error; scanErr == nil {
-			clientMap := make(map[string]string, len(orders))
-			for _, o := range orders {
-				clientMap[o.OrderNo] = o.ClientOrderNo
-			}
-			for i := range tokens {
-				if cNo, ok := clientMap[tokens[i].AssignedOrderNo]; ok && cNo != "" {
-					tokens[i].ClientOrderNo = cNo
-				}
-			}
-		}
-	}
+	s.prepareRockTokenList(ctx, tokens)
 
 	return tokens, total, nil
 }

backend/internal/service/rock_support.go

@@ -0,0 +1,64 @@
+package service
+
+import (
+	"context"
+	"errors"
+	"strings"
+
+	"affiliate_dash/internal/model"
+)
+
+const rockSupportSearchRequired = "请输入包ID、上游编号、提取码、兑换码、工单号、商户单号或角色 ID 后再查询"
+
+// ListSupportBoundTokens 平台客服只读查询绑定中的 Token。
+// 固定只返回 status=bound；search 必填，避免客服页面在未输入条件时拉取全量数据。
+func (s *RockService) ListSupportBoundTokens(ctx context.Context, page, pageSize int, search string) ([]model.RockToken, int64, error) {
+	search = strings.TrimSpace(search)
+	if search == "" {
+		return nil, 0, errors.New(rockSupportSearchRequired)
+	}
+	if page <= 0 {
+		page = 1
+	}
+	if pageSize <= 0 {
+		pageSize = 20
+	}
+	if pageSize > 100 {
+		pageSize = 100
+	}
+
+	db := s.db.WithContext(ctx).Model(&model.RockToken{}).Where("status = ?", model.RockStatusBound)
+	term := "%" + search + "%"
+	db = db.Where(
+		"upstream_token_id = ? OR upstream_token_id LIKE ? OR redeem_code LIKE ? OR assigned_order_no LIKE ? OR expected_uid LIKE ? OR actual_role_name LIKE ? OR actual_role_id LIKE ? OR remark LIKE ? OR CAST(package_id AS TEXT) LIKE ? OR token LIKE ? OR CAST(id AS TEXT) = ? OR assigned_order_no IN (SELECT order_no FROM fulfillment_orders WHERE client_order_no LIKE ?)",
+		search, term, term, term, term, term, term, term, term, term, search, term,
+	)
+
+	var total int64
+	if err := db.Count(&total).Error; err != nil {
+		return nil, 0, err
+	}
+	var tokens []model.RockToken
+	if err := db.Order("id DESC").
+		Offset((page - 1) * pageSize).
+		Limit(pageSize).
+		Find(&tokens).Error; err != nil {
+		return nil, 0, err
+	}
+	s.prepareRockTokenList(ctx, tokens)
+	return tokens, total, nil
+}
+
+// ListSupportTokenStatusLogs 平台客服只读查询状态历史；只允许查看绑定中的 Token。
+func (s *RockService) ListSupportTokenStatusLogs(ctx context.Context, tokenID uint) ([]model.RockTokenStatusLog, error) {
+	var count int64
+	if err := s.db.WithContext(ctx).Model(&model.RockToken{}).
+		Where("id = ? AND status = ?", tokenID, model.RockStatusBound).
+		Count(&count).Error; err != nil {
+		return nil, err
+	}
+	if count == 0 {
+		return nil, errors.New("Token 不存在或无权查看")
+	}
+	return s.ListTokenStatusLogs(ctx, tokenID)
+}

backend/internal/service/rock_support_test.go

@@ -0,0 +1,187 @@
+package service
+
+import (
+	"context"
+	"fmt"
+	"strings"
+	"testing"
+	"time"
+
+	"affiliate_dash/internal/model"
+)
+
+func createSupportTestOrder(t *testing.T, svc *RockService, merchantID uint, orderNo, clientOrderNo string) {
+	t.Helper()
+	now := time.Now()
+	order := model.FulfillmentOrder{
+		MerchantID:    merchantID,
+		OrderNo:       orderNo,
+		ClientOrderNo: clientOrderNo,
+		ProductSKU:    model.RockSKUBlackTshirt,
+		ProductName:   "黑色ROCK长袖T恤",
+		OrderStatus:   model.OrderStatusPaid,
+		OrderSource:   "manual",
+		Currency:      "POINT",
+		CreatedAt:     now,
+		UpdatedAt:     now,
+	}
+	if err := svc.db.Create(&order).Error; err != nil {
+		t.Fatalf("创建订单失败: %v", err)
+	}
+}
+
+func createSupportTestToken(t *testing.T, svc *RockService, upstreamID, redeemCode, orderNo, status, roleName, roleID string) model.RockToken {
+	t.Helper()
+	now := time.Now()
+	token := model.RockToken{
+		UpstreamTokenID: upstreamID,
+		Token:           "jwt-" + upstreamID,
+		RedeemCode:      redeemCode,
+		Color:           model.RockColorBlack,
+		Status:          status,
+		AssignedOrderNo: orderNo,
+		ExpectedUID:     roleID,
+		ActualRoleName:  roleName,
+		ActualRoleID:    roleID,
+		ActualChannel:   "安卓-微信",
+		BoundAt:         &now,
+	}
+	if err := svc.db.Create(&token).Error; err != nil {
+		t.Fatalf("创建 Token 失败: %v", err)
+	}
+	return token
+}
+
+func TestSupportBoundTokens_RequiresSearchAndFiltersBound(t *testing.T) {
+	db := newRockTestDB(t)
+	svc := NewRockService(db, NewRockClient("https://example.com"))
+	ctx := context.Background()
+
+	var selfMerchant model.Merchant
+	if err := db.Where("code = ?", model.MerchantCodeSelfOperated).First(&selfMerchant).Error; err != nil {
+		t.Fatalf("读取自营商户失败: %v", err)
+	}
+	otherMerchant := model.Merchant{Code: "support-test-other", Name: "测试商户", Status: model.MerchantStatusActive}
+	if err := db.Create(&otherMerchant).Error; err != nil {
+		t.Fatalf("创建测试商户失败: %v", err)
+	}
+
+	createSupportTestOrder(t, svc, selfMerchant.ID, "SUP-ORDER-1", "SUP-CLIENT-1")
+	createSupportTestOrder(t, svc, otherMerchant.ID, "SUP-ORDER-2", "SUP-CLIENT-2")
+
+	selfToken1 := createSupportTestToken(t, svc, "SUP-TOKEN-1", "SUP-CODE-1", "SUP-ORDER-1", model.RockStatusBound, "客服测试角色", "10001")
+	selfToken2 := createSupportTestToken(t, svc, "SUP-TOKEN-2", "SUP-CODE-2", "SUP-ORDER-1", model.RockStatusBound, "客服第二个角色", "10002")
+	otherToken := createSupportTestToken(t, svc, "SUP-TOKEN-3", "SUP-CODE-3", "SUP-ORDER-2", model.RockStatusBound, "其他商户角色", "20001")
+	usingToken := createSupportTestToken(t, svc, "SUP-TOKEN-4", "SUP-CODE-4", "SUP-ORDER-1", model.RockStatusUsing, "使用中角色", "10003")
+
+	// 不传搜索条件时必须拒绝，避免一次拉取全量数据。
+	if _, _, err := svc.ListSupportBoundTokens(ctx, 1, 20, "   "); err == nil || !strings.Contains(err.Error(), "请输入") {
+		t.Fatalf("空搜索条件必须拒绝，实际: %v", err)
+	}
+
+	// 输入搜索条件后返回全部命中，且不混入 using。
+	allTokens, allTotal, err := svc.ListSupportBoundTokens(ctx, 1, 20, "SUP-")
+	if err != nil {
+		t.Fatalf("查询失败: %v", err)
+	}
+	if allTotal != 3 || len(allTokens) != 3 {
+		t.Fatalf("应返回 3 条绑定中 Token，实际 total=%d len=%d", allTotal, len(allTokens))
+	}
+	for _, token := range allTokens {
+		if token.Status != model.RockStatusBound {
+			t.Fatalf("查询混入非 bound 状态: %+v", token)
+		}
+		if token.TokenCode == "" {
+			t.Fatalf("TokenCode 未填充: %+v", token)
+		}
+		if token.ID == usingToken.ID {
+			t.Fatalf("using Token 不应出现在查询结果中: %+v", token)
+		}
+	}
+
+	// 按商户单号查询：同一订单下的两条 Token 都应命中。
+	byClientOrder, clientTotal, err := svc.ListSupportBoundTokens(ctx, 1, 20, "SUP-CLIENT-1")
+	if err != nil {
+		t.Fatalf("按商户单号查询失败: %v", err)
+	}
+	if clientTotal != 2 || len(byClientOrder) != 2 {
+		t.Fatalf("按商户单号应查到 2 条，实际 total=%d len=%d", clientTotal, len(byClientOrder))
+	}
+	for _, token := range byClientOrder {
+		if token.ID != selfToken1.ID && token.ID != selfToken2.ID {
+			t.Fatalf("按商户单号查询结果不符: %+v", token)
+		}
+	}
+
+	// 按上游编号查询：只命中其他商户那条。
+	byUpstream, upstreamTotal, err := svc.ListSupportBoundTokens(ctx, 1, 20, "SUP-TOKEN-3")
+	if err != nil {
+		t.Fatalf("按上游编号查询失败: %v", err)
+	}
+	if upstreamTotal != 1 || len(byUpstream) != 1 || byUpstream[0].ID != otherToken.ID {
+		t.Fatalf("按上游编号查询结果不符: total=%d tokens=%+v", upstreamTotal, byUpstream)
+	}
+
+	// 按 Token ID 查询。
+	byID, idTotal, err := svc.ListSupportBoundTokens(ctx, 1, 20, fmt.Sprint(otherToken.ID))
+	if err != nil {
+		t.Fatalf("按 Token ID 查询失败: %v", err)
+	}
+	if idTotal != 1 || len(byID) != 1 || byID[0].ID != otherToken.ID {
+		t.Fatalf("按 Token ID 查询结果不符: total=%d tokens=%+v", idTotal, byID)
+	}
+
+	// 使用中的 Token 不能被客服查询到。
+	usingResult, usingTotal, err := svc.ListSupportBoundTokens(ctx, 1, 20, "SUP-TOKEN-4")
+	if err != nil {
+		t.Fatalf("查询 using Token 失败: %v", err)
+	}
+	if usingTotal != 0 || len(usingResult) != 0 {
+		t.Fatalf("using Token 不应被查询到，实际 total=%d", usingTotal)
+	}
+}
+
+func TestSupportTokenStatusLogs_RequiresBound(t *testing.T) {
+	db := newRockTestDB(t)
+	svc := NewRockService(db, NewRockClient("https://example.com"))
+	ctx := context.Background()
+
+	var selfMerchant model.Merchant
+	if err := db.Where("code = ?", model.MerchantCodeSelfOperated).First(&selfMerchant).Error; err != nil {
+		t.Fatalf("读取自营商户失败: %v", err)
+	}
+	createSupportTestOrder(t, svc, selfMerchant.ID, "SUP-LOG-ORDER-1", "SUP-LOG-CLIENT-1")
+
+	boundToken := createSupportTestToken(t, svc, "SUP-LOG-TOKEN-1", "SUP-LOG-CODE-1", "SUP-LOG-ORDER-1", model.RockStatusBound, "自营客服角色", "30001")
+	usingToken := createSupportTestToken(t, svc, "SUP-LOG-TOKEN-2", "SUP-LOG-CODE-2", "SUP-LOG-ORDER-1", model.RockStatusUsing, "使用中角色", "30002")
+
+	for _, token := range []model.RockToken{boundToken, usingToken} {
+		entry := model.RockTokenStatusLog{
+			TokenID:         token.ID,
+			UpstreamTokenID: token.UpstreamTokenID,
+			EventType:       rockTokenEventStatusChanged,
+			FromStatus:      model.RockStatusUsing,
+			ToStatus:        token.Status,
+			Source:          rockTokenSourceBindCheck,
+			Reason:          "测试状态变更",
+		}
+		if err := db.Create(&entry).Error; err != nil {
+			t.Fatalf("创建状态日志失败: %v", err)
+		}
+	}
+
+	logs, err := svc.ListSupportTokenStatusLogs(ctx, boundToken.ID)
+	if err != nil {
+		t.Fatalf("读取绑定中 Token 历史失败: %v", err)
+	}
+	if len(logs) != 1 {
+		t.Fatalf("绑定中 Token 应读到 1 条历史，实际 %d", len(logs))
+	}
+
+	if _, err := svc.ListSupportTokenStatusLogs(ctx, usingToken.ID); err == nil || !strings.Contains(err.Error(), "不存在") {
+		t.Fatalf("非绑定中 Token 必须拒绝，实际: %v", err)
+	}
+	if _, err := svc.ListSupportTokenStatusLogs(ctx, 999999); err == nil || !strings.Contains(err.Error(), "不存在") {
+		t.Fatalf("不存在的 Token 必须拒绝，实际: %v", err)
+	}
+}

backend/internal/service/user.go

@@ -28,6 +28,7 @@ type UserListQuery struct {
 	Size       int
 	Keyword    string
 	Role       string
+	Roles      []string
 	Status     *int
 }
 
@@ -55,7 +56,9 @@ func (s *UserService) List(q UserListQuery) ([]model.User, int64, error) {
 		like := "%" + q.Keyword + "%"
 		tx = tx.Where("users.username LIKE ? OR users.nickname LIKE ?", like, like)
 	}
-	if q.Role != "" {
+	if len(q.Roles) > 0 {
+		tx = tx.Where("users.role IN ?", q.Roles)
+	} else if q.Role != "" {
 		tx = tx.Where("users.role = ?", q.Role)
 	}
 	if q.Status != nil {
@@ -79,7 +82,7 @@ func (s *UserService) Create(username, password, nickname, role string, merchant
 	if role == "" {
 		role = model.RoleMerchant
 	}
-	if role != model.RoleAdmin && role != model.RoleMerchant {
+	if role != model.RoleAdmin && role != model.RoleMerchant && role != model.RolePlatformSupport {
 		return nil, errors.New("无效的账号角色")
 	}
 	hash, err := bcrypt.GenerateFromPassword([]byte(password), bcrypt.DefaultCost)
@@ -142,10 +145,15 @@ type UpdatePlatformAdminInput struct {
 	Nickname string
 	Password string
 	Status   int
+	Role     string
 }
 
 func (s *UserService) ListPlatformAdmins(page, size int) ([]model.User, int64, error) {
-	list, total, err := s.List(UserListQuery{Page: page, Size: size, Role: model.RoleAdmin})
+	list, total, err := s.List(UserListQuery{
+		Page:  page,
+		Size:  size,
+		Roles: []string{model.RoleAdmin, model.RolePlatformSupport},
+	})
 	if err != nil {
 		return nil, 0, err
 	}
@@ -213,10 +221,23 @@ func (s *UserService) ListMerchantAccountGroups(page, size int) ([]MerchantMembe
 	return groups, total, nil
 }
 
+// CreatePlatformUser creates a platform-level account. Platform admins get the
+// hidden self-operated owner membership; platform support accounts use the
+// synthetic tenant context in middleware.Tenant and do not become merchant members.
+func (s *UserService) CreatePlatformUser(username, password, nickname, role string) (*model.User, error) {
+	if role == "" {
+		role = model.RoleAdmin
+	}
+	if role != model.RoleAdmin && role != model.RolePlatformSupport {
+		return nil, errors.New("无效的平台账号角色")
+	}
+	return s.Create(username, password, nickname, role, 0)
+}
+
 // CreatePlatformAdmin creates an account with platform privileges and the
 // hidden self-operated merchant context required by merchant-side routes.
 func (s *UserService) CreatePlatformAdmin(username, password, nickname string) (*model.User, error) {
-	return s.Create(username, password, nickname, model.RoleAdmin, 0)
+	return s.CreatePlatformUser(username, password, nickname, model.RoleAdmin)
 }
 
 func (s *UserService) UpdatePlatformAdmin(id uint, in UpdatePlatformAdminInput, actorUserID uint) (*model.User, error) {
@@ -238,10 +259,18 @@ func (s *UserService) UpdatePlatformAdmin(id uint, in UpdatePlatformAdminInput,
 			}
 			return err
 		}
-		if user.Role != model.RoleAdmin {
-			return errors.New("只能管理平台管理员账号")
+		if user.Role != model.RoleAdmin && user.Role != model.RolePlatformSupport {
+			return errors.New("只能管理平台账号")
 		}
-		if user.Status == 1 && in.Status == 0 {
+		targetRole := user.Role
+		if in.Role != "" {
+			targetRole = in.Role
+		}
+		if targetRole != model.RoleAdmin && targetRole != model.RolePlatformSupport {
+			return errors.New("无效的平台账号角色")
+		}
+		// 降级或停用最后一个启用的平台管理员会导致平台无法登录。
+		if user.Role == model.RoleAdmin && user.Status == 1 && (targetRole != model.RoleAdmin || in.Status == 0) {
 			var admins int64
 			if err := tx.Model(&model.User{}).Where("role = ? AND status = ?", model.RoleAdmin, 1).Count(&admins).Error; err != nil {
 				return err
@@ -259,7 +288,40 @@ func (s *UserService) UpdatePlatformAdmin(id uint, in UpdatePlatformAdminInput,
 				return errors.New("用户名已存在")
 			}
 		}
-		updates := map[string]interface{}{"username": in.Username, "nickname": in.Nickname, "status": in.Status}
+		if targetRole != user.Role {
+			// 管理员需要自营商户负责人成员关系；平台客服使用 Tenant 合成上下文，
+			// 不写入 merchant_members，避免出现在商户成员列表里。
+			if err := tx.Where("user_id = ?", user.ID).Delete(&model.MerchantMember{}).Error; err != nil {
+				return err
+			}
+			if targetRole == model.RoleAdmin {
+				var selfMerchant model.Merchant
+				if err := tx.Where("code = ?", model.MerchantCodeSelfOperated).First(&selfMerchant).Error; err != nil {
+					return err
+				}
+				member := model.MerchantMember{
+					MerchantID: selfMerchant.ID,
+					UserID:     user.ID,
+					Role:       model.MemberRoleOwner,
+					Status:     1,
+					IsDefault:  true,
+				}
+				if err := tx.Clauses(clause.OnConflict{
+					Columns: []clause.Column{{Name: "merchant_id"}, {Name: "user_id"}},
+					DoUpdates: clause.Assignments(map[string]interface{}{
+						"role": model.MemberRoleOwner, "status": 1, "is_default": true,
+					}),
+				}).Create(&member).Error; err != nil {
+					return err
+				}
+			}
+		}
+		updates := map[string]interface{}{
+			"username": in.Username,
+			"nickname": in.Nickname,
+			"status":   in.Status,
+			"role":     targetRole,
+		}
 		if in.Password != "" {
 			hash, err := bcrypt.GenerateFromPassword([]byte(in.Password), bcrypt.DefaultCost)
 			if err != nil {
@@ -303,8 +365,9 @@ func (s *UserService) UpdateStatus(id uint, status int) error {
 	})
 }
 
-// DeletePlatformAdmin removes a platform-only account. It protects the current
-// account and the final enabled platform administrator so the platform cannot be locked out.
+// DeletePlatformAdmin removes a platform account (admin or support). It protects
+// the current account and the final enabled platform administrator so the platform
+// cannot be locked out.
 func (s *UserService) DeletePlatformAdmin(id, actorUserID uint) error {
 	if id == 0 {
 		return errors.New("用户不存在")
@@ -320,8 +383,8 @@ func (s *UserService) DeletePlatformAdmin(id, actorUserID uint) error {
 			}
 			return err
 		}
-		if user.Role != model.RoleAdmin {
-			return errors.New("只能删除平台管理员账号")
+		if user.Role != model.RoleAdmin && user.Role != model.RolePlatformSupport {
+			return errors.New("只能删除平台账号")
 		}
 		if user.Role == model.RoleAdmin && user.Status == 1 {
 			var admins int64
@@ -332,6 +395,9 @@ func (s *UserService) DeletePlatformAdmin(id, actorUserID uint) error {
 				return errors.New("至少保留一个启用的平台管理员")
 			}
 		}
+		if err := tx.Where("user_id = ?", user.ID).Delete(&model.MerchantMember{}).Error; err != nil {
+			return err
+		}
 		return tx.Delete(&user).Error
 	})
 }
@@ -371,7 +437,7 @@ func (s *UserService) DeleteMerchantAccount(id, actorUserID uint) error {
 			return err
 		}
 		if user.Role != model.RoleMerchant {
-			return errors.New("平台管理员请在平台管理员列表中管理")
+			return errors.New("平台账号请在平台账号列表中管理")
 		}
 		if err := tx.Where("user_id = ?", user.ID).Delete(&model.MerchantMember{}).Error; err != nil {
 			return err