支持客服主动发起申诉

2026-07-26 09:54:27 +08:00
parent 4bc25b87d8
commit 9ccc16e068
20 changed files with 522 additions and 25 deletions
@@ -11,6 +11,14 @@ import (
 	"gorm.io/gorm/clause"
 )

+const (
+	disputeInitiatorUser  = "user"
+	disputeInitiatorAdmin = "admin"
+
+	disputeTargetOwner  = "owner"
+	disputeTargetRenter = "renter"
+)
+
 func (r *Repository) Create(ctx context.Context, userID uint64, orderID uint64, req CreateRequest) (*DisputeDTO, error) {
 	var createdID uint64
 	err := r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
@@ -46,6 +54,7 @@ func (r *Repository) Create(ctx context.Context, userID uint64, orderID uint64,
 		row := model.Dispute{
 			OrderID:                  order.ID,
 			InitiatorID:              userID,
+			InitiatorType:            disputeInitiatorUser,
 			TargetUserID:             targetID,
 			Type:                     disputeType(req.Type, isCheckoutDispute),
 			Status:                   "open",
@@ -154,9 +163,183 @@ func (r *Repository) Create(ctx context.Context, userID uint64, orderID uint64,
 	return r.FindForUser(ctx, userID, createdID)
 }

+func (r *Repository) AdminCreateByOrder(ctx context.Context, adminID uint64, orderID uint64, req AdminCreateRequest, meta AuditMeta) (*DisputeDTO, error) {
+	var createdID uint64
+	err := r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		var order model.RentalOrder
+		if err := tx.Clauses(clause.Locking{Strength: "UPDATE"}).First(&order, orderID).Error; err != nil {
+			return err
+		}
+		if order.Status == "completed" || order.Status == "cancelled" || order.Status == "closed" {
+			return ErrInvalidDispute
+		}
+		var count int64
+		if err := tx.Model(&model.Dispute{}).
+			Where("order_id = ? AND status IN ?", order.ID, []string{"open", "processing"}).
+			Count(&count).Error; err != nil {
+			return err
+		}
+		if count > 0 {
+			return ErrDisputeExists
+		}
+		targetID, err := adminDisputeTargetUserID(order, req.TargetRole)
+		if err != nil {
+			return err
+		}
+		evidence, err := marshalEvidence(req.EvidenceURLS)
+		if err != nil {
+			return err
+		}
+		isCheckoutDispute := order.Status == "pending_checkout_confirm" || order.Status == "pending_checkout_accept"
+		adminIDCopy := adminID
+		row := model.Dispute{
+			OrderID:                  order.ID,
+			InitiatorID:              0,
+			InitiatorType:            disputeInitiatorAdmin,
+			InitiatorAdminID:         &adminIDCopy,
+			TargetUserID:             targetID,
+			Type:                     disputeType(req.Type, isCheckoutDispute),
+			Status:                   "open",
+			Description:              req.Description,
+			EvidenceURLS:             evidence,
+			PreviousOrderStatus:      order.Status,
+			PreviousHandoffStatus:    order.HandoffStatus,
+			PreviousSettlementStatus: order.SettlementStatus,
+		}
+		var checkout model.OrderCheckout
+		if isCheckoutDispute {
+			if err := tx.Clauses(clause.Locking{Strength: "UPDATE"}).
+				Where("order_id = ? AND status IN ?", order.ID, []string{"submitted", "countered"}).
+				Order("id DESC").
+				First(&checkout).Error; err != nil {
+				return err
+			}
+			row.CheckoutID = &checkout.ID
+			row.PreviousCheckoutStatus = checkout.Status
+		}
+		if err := tx.Create(&row).Error; err != nil {
+			return err
+		}
+		if isCheckoutDispute {
+			now := time.Now()
+			order.Status = "checkout_disputing"
+			order.HandoffStatus = "checkout_disputed"
+			order.SettlementStatus = "disputed"
+			if err := tx.Model(&model.OrderCheckout{}).
+				Where("id = ?", checkout.ID).
+				Updates(map[string]any{"status": "disputed", "updated_at": now}).Error; err != nil {
+				return err
+			}
+		} else {
+			order.Status = "disputing"
+		}
+		recordType := "admin_dispute_opened"
+		recordContent := "客服发起订单申诉：" + req.Description
+		if isCheckoutDispute {
+			recordType = "admin_checkout_dispute_opened"
+			recordContent = "客服发起结账争议：" + req.Description
+		}
+		record := model.HandoffRecord{
+			OrderID:    order.ID,
+			FromUserID: adminID,
+			ToUserID:   targetID,
+			Type:       recordType,
+			Content:    recordContent,
+		}
+		if err := tx.Create(&record).Error; err != nil {
+			return err
+		}
+		if err := tx.Save(&order).Error; err != nil {
+			return err
+		}
+		disputeID := row.ID
+		title := "客服已发起订单申诉"
+		content := "客服已将订单提交仲裁流程，请等待处理或补充沟通记录。"
+		if isCheckoutDispute {
+			title = "客服已发起结账争议"
+			content = "客服已将结账问题提交仲裁流程，请等待处理或补充结账证据。"
+		}
+		if err := appendAdminCreatedDisputeNotifications(tx, order, disputeID, title, content); err != nil {
+			return err
+		}
+		if err := appendAuditLog(tx, adminID, "dispute.admin_create", "dispute", row.ID, meta, map[string]any{
+			"dispute_id":                 row.ID,
+			"order_id":                   order.ID,
+			"order_no":                   order.OrderNo,
+			"type":                       row.Type,
+			"target_role":                req.TargetRole,
+			"target_user_id":             targetID,
+			"description":                req.Description,
+			"previous_order_status":      row.PreviousOrderStatus,
+			"previous_handoff_status":    row.PreviousHandoffStatus,
+			"previous_settlement_status": row.PreviousSettlementStatus,
+			"after_order_status":         order.Status,
+			"after_handoff_status":       order.HandoffStatus,
+			"after_settlement_status":    order.SettlementStatus,
+		}); err != nil {
+			return err
+		}
+		createdID = row.ID
+		return nil
+	})
+	if err != nil {
+		return nil, err
+	}
+	return r.FindAdminByID(ctx, createdID)
+}
+
 func disputeType(input string, isCheckoutDispute bool) string {
 	if isCheckoutDispute {
 		return "checkout_dispute"
 	}
 	return input
 }
+
+func effectiveInitiatorType(row model.Dispute) string {
+	if row.InitiatorType == disputeInitiatorAdmin {
+		return disputeInitiatorAdmin
+	}
+	return disputeInitiatorUser
+}
+
+func adminDisputeTargetUserID(order model.RentalOrder, role string) (uint64, error) {
+	switch role {
+	case disputeTargetOwner:
+		return order.OwnerID, nil
+	case disputeTargetRenter:
+		return order.RenterID, nil
+	default:
+		return 0, ErrInvalidDispute
+	}
+}
+
+func appendAdminCreatedDisputeNotifications(tx *gorm.DB, order model.RentalOrder, disputeID uint64, title string, content string) error {
+	if isPlatformManagedOrder(order) {
+		return notification.Append(tx, notification.Entry{
+			UserID:  order.RenterID,
+			Type:    "dispute",
+			Title:   title,
+			Content: content,
+			BizType: "dispute",
+			BizID:   &disputeID,
+		})
+	}
+	return notification.Append(tx,
+		notification.Entry{
+			UserID:  order.RenterID,
+			Type:    "dispute",
+			Title:   title,
+			Content: content,
+			BizType: "dispute",
+			BizID:   &disputeID,
+		},
+		notification.Entry{
+			UserID:  order.OwnerID,
+			Type:    "dispute",
+			Title:   title,
+			Content: content,
+			BizType: "dispute",
+			BizID:   &disputeID,
+		},
+	)
+}