支持客服主动发起申诉

backend/internal/model/dispute.go

@@ -10,6 +10,8 @@ type Dispute struct {
 	ID                       uint64         `gorm:"primaryKey" json:"id"`
 	OrderID                  uint64         `gorm:"not null;index" json:"order_id"`
 	InitiatorID              uint64         `gorm:"not null" json:"initiator_id"`
+	InitiatorType            string         `gorm:"size:16;not null;default:'user';index" json:"initiator_type"`
+	InitiatorAdminID         *uint64        `gorm:"index" json:"initiator_admin_id"`
 	TargetUserID             uint64         `gorm:"not null" json:"target_user_id"`
 	Type                     string         `gorm:"size:32;not null" json:"type"`
 	Status                   string         `gorm:"size:32;not null;default:'open'" json:"status"`

backend/internal/modules/dispute/cancel.go

@@ -14,7 +14,7 @@ import (
 func (r *Repository) CancelByOrder(ctx context.Context, userID uint64, orderID uint64) (*DisputeDTO, error) {
 	var row model.Dispute
 	if err := r.db.WithContext(ctx).
-		Where("order_id = ? AND initiator_id = ? AND status IN ?", orderID, userID, []string{"open", "processing"}).
+		Where("order_id = ? AND initiator_type = ? AND initiator_id = ? AND status IN ?", orderID, disputeInitiatorUser, userID, []string{"open", "processing"}).
 		Order("id DESC").
 		First(&row).Error; err != nil {
 		return nil, err
@@ -28,7 +28,7 @@ func (r *Repository) Cancel(ctx context.Context, userID uint64, id uint64) (*Dis
 		if err := tx.Clauses(clause.Locking{Strength: "UPDATE"}).First(&row, id).Error; err != nil {
 			return err
 		}
-		if row.InitiatorID != userID {
+		if effectiveInitiatorType(row) != disputeInitiatorUser || row.InitiatorID != userID {
 			return ErrPermissionDenied
 		}
 		if row.Status != "open" && row.Status != "processing" {

backend/internal/modules/dispute/dto.go

@@ -22,6 +22,8 @@ type DisputeDTO struct {
 	OwnerPhone               string         `json:"owner_phone"`
 	RenterPhone              string         `json:"renter_phone"`
 	InitiatorID              uint64         `json:"initiator_id"`
+	InitiatorType            string         `json:"initiator_type"`
+	InitiatorAdminID         *uint64        `json:"initiator_admin_id,omitempty"`
 	TargetUserID             uint64         `json:"target_user_id"`
 	Type                     string         `json:"type"`
 	Status                   string         `json:"status"`
@@ -46,6 +48,13 @@ type CreateRequest struct {
 	EvidenceURLS []string `json:"evidence_urls"`
 }
 
+type AdminCreateRequest struct {
+	Type         string   `json:"type" binding:"required"`
+	Description  string   `json:"description" binding:"required"`
+	TargetRole   string   `json:"target_role" binding:"required"`
+	EvidenceURLS []string `json:"evidence_urls"`
+}
+
 type ArbitrateRequest struct {
 	Result     string `json:"result" binding:"required"`
 	Remark     string `json:"remark" binding:"required"`

backend/internal/modules/dispute/handler.go

@@ -129,6 +129,29 @@ func (h *Handler) AdminList(c *gin.Context) {
 	response.OK(c, result)
 }
 
+func (h *Handler) AdminCreateByOrder(c *gin.Context) {
+	adminID, ok := currentAdminID(c)
+	if !ok {
+		response.Unauthorized(c, "缺少管理员上下文")
+		return
+	}
+	orderID, ok := parseID(c)
+	if !ok {
+		return
+	}
+	var req AdminCreateRequest
+	if err := c.ShouldBindJSON(&req); err != nil {
+		response.BadRequest(c, "申诉信息不完整")
+		return
+	}
+	item, err := h.service.AdminCreateByOrder(c.Request.Context(), adminID, orderID, req, auditMeta(c))
+	if err != nil {
+		writeDisputeError(c, err)
+		return
+	}
+	response.Created(c, item)
+}
+
 func (h *Handler) AdminArbitrate(c *gin.Context) {
 	adminID, ok := currentAdminID(c)
 	if !ok {

backend/internal/modules/dispute/mutation.go

@@ -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,
+		},
+	)
+}

backend/internal/modules/dispute/presenter.go

@@ -37,6 +37,8 @@ func (row disputeRow) toDTO() DisputeDTO {
 		OwnerPhone:               row.OwnerPhone,
 		RenterPhone:              row.RenterPhone,
 		InitiatorID:              row.InitiatorID,
+		InitiatorType:            effectiveInitiatorType(row.Dispute),
+		InitiatorAdminID:         row.InitiatorAdminID,
 		TargetUserID:             row.TargetUserID,
 		Type:                     row.Type,
 		Status:                   row.Status,

backend/internal/modules/dispute/query.go

@@ -5,22 +5,18 @@ import (
 	"strconv"
 	"strings"
 
-	"hfb_sys/backend/internal/model"
-
 	"gorm.io/gorm"
 )
 
 func (r *Repository) ListForUser(ctx context.Context, userID uint64, page, pageSize int) (*PaginatedResult, error) {
-	db := r.db.WithContext(ctx)
-	conditions := db.Model(&model.Dispute{}).Where("initiator_id = ? OR target_user_id = ?", userID, userID)
+	conditions := r.userVisibleQuery(ctx, userID)
 	var total int64
 	if err := conditions.Count(&total).Error; err != nil {
 		return nil, err
 	}
 	offset := (page - 1) * pageSize
 	var rows []disputeRow
-	err := r.baseQuery(ctx).
-		Where("d.initiator_id = ? OR d.target_user_id = ?", userID, userID).
+	err := applyUserVisibleFilter(r.baseQuery(ctx), userID).
 		Order("d.id DESC").
 		Offset(offset).Limit(pageSize).
 		Scan(&rows).Error
@@ -32,8 +28,7 @@ func (r *Repository) ListForUser(ctx context.Context, userID uint64, page, pageS
 
 func (r *Repository) FindForUser(ctx context.Context, userID uint64, id uint64) (*DisputeDTO, error) {
 	var row disputeRow
-	if err := r.baseQuery(ctx).
-		Where("d.id = ? AND (d.initiator_id = ? OR d.target_user_id = ?)", id, userID, userID).
+	if err := applyUserVisibleFilter(r.baseQuery(ctx).Where("d.id = ?", id), userID).
 		First(&row).Error; err != nil {
 		return nil, err
 	}
@@ -68,6 +63,31 @@ func (r *Repository) ListAdmin(ctx context.Context, query AdminListQuery) (*Pagi
 	return &PaginatedResult{Items: toDTOs(rows), Total: total, Page: page, PageSize: pageSize}, nil
 }
 
+func (r *Repository) FindAdminByID(ctx context.Context, id uint64) (*DisputeDTO, error) {
+	var row disputeRow
+	if err := r.baseQuery(ctx).Where("d.id = ?", id).First(&row).Error; err != nil {
+		return nil, err
+	}
+	dto := row.toDTO()
+	return &dto, nil
+}
+
+func (r *Repository) userVisibleQuery(ctx context.Context, userID uint64) *gorm.DB {
+	return applyUserVisibleFilter(r.adminFilterQuery(ctx), userID)
+}
+
+func applyUserVisibleFilter(db *gorm.DB, userID uint64) *gorm.DB {
+	return db.Where(
+		`((d.initiator_type = ? AND d.initiator_id = ?) OR d.target_user_id = ? OR (d.initiator_type = ? AND (o.owner_id = ? OR o.renter_id = ?)))`,
+		disputeInitiatorUser,
+		userID,
+		userID,
+		disputeInitiatorAdmin,
+		userID,
+		userID,
+	)
+}
+
 func (r *Repository) baseQuery(ctx context.Context) *gorm.DB {
 	return r.adminFilterQuery(ctx).
 		Select(`d.*, o.order_no, o.status AS order_status, o.handoff_status, o.settlement_status,

backend/internal/modules/dispute/repository_test.go

@@ -169,6 +169,58 @@ func TestRepositoryCancelRestoresCheckoutDisputeStatus(t *testing.T) {
 	}
 }
 
+func TestAdminCreateByOrderCreatesAdminInitiatedDispute(t *testing.T) {
+	db := setupDisputeTestDB(t)
+	repo := NewRepository(db)
+	adminID := uint64(88)
+	owner, renter, order := createDisputeOrderFixture(t, db, model.RentalOrder{
+		Status:           "renting",
+		HandoffStatus:    "received",
+		SettlementStatus: "unsettled",
+	})
+
+	created, err := repo.AdminCreateByOrder(t.Context(), adminID, order.ID, AdminCreateRequest{
+		Type:        "cannot_login",
+		TargetRole:  "owner",
+		Description: "客服核查后主动发起申诉",
+	}, AuditMeta{})
+	if err != nil {
+		t.Fatalf("后台发起申诉失败: %v", err)
+	}
+	if created.InitiatorType != disputeInitiatorAdmin || created.InitiatorAdminID == nil || *created.InitiatorAdminID != adminID {
+		t.Fatalf("发起方 = %s/%v, want admin/%d", created.InitiatorType, created.InitiatorAdminID, adminID)
+	}
+	if created.InitiatorID != 0 || created.TargetUserID != owner.ID {
+		t.Fatalf("initiator/target = %d/%d, want 0/%d", created.InitiatorID, created.TargetUserID, owner.ID)
+	}
+
+	var saved model.RentalOrder
+	if err := db.First(&saved, order.ID).Error; err != nil {
+		t.Fatalf("读取订单失败: %v", err)
+	}
+	if saved.Status != "disputing" || saved.HandoffStatus != "received" || saved.SettlementStatus != "unsettled" {
+		t.Fatalf("订单状态 = %s/%s/%s, want disputing/received/unsettled", saved.Status, saved.HandoffStatus, saved.SettlementStatus)
+	}
+
+	if _, err := repo.FindForUser(t.Context(), renter.ID, created.ID); err != nil {
+		t.Fatalf("租客应能看到客服发起的申诉: %v", err)
+	}
+	if _, err := repo.FindForUser(t.Context(), owner.ID, created.ID); err != nil {
+		t.Fatalf("号主应能看到客服发起的申诉: %v", err)
+	}
+	if _, err := repo.CancelByOrder(t.Context(), renter.ID, order.ID); err == nil {
+		t.Fatal("客服发起的申诉不应允许租客取消")
+	}
+
+	var record model.HandoffRecord
+	if err := db.Where("order_id = ? AND type = ?", order.ID, "admin_dispute_opened").First(&record).Error; err != nil {
+		t.Fatalf("读取客服发起申诉记录失败: %v", err)
+	}
+	if record.FromUserID != adminID || record.ToUserID != owner.ID {
+		t.Fatalf("record from/to = %d/%d, want %d/%d", record.FromUserID, record.ToUserID, adminID, owner.ID)
+	}
+}
+
 func TestPlatformManagedArbitrationUsesOfflineSettlement(t *testing.T) {
 	db := setupDisputeTestDB(t)
 	repo := NewRepository(db)

backend/internal/modules/dispute/service.go

@@ -32,6 +32,16 @@ func (s *Service) Create(ctx context.Context, userID uint64, orderID uint64, req
 	return s.repo.Create(ctx, userID, orderID, req)
 }
 
+func (s *Service) AdminCreateByOrder(ctx context.Context, adminID uint64, orderID uint64, req AdminCreateRequest, meta AuditMeta) (*DisputeDTO, error) {
+	if s.repo == nil {
+		return nil, ErrDependencyUnavailable
+	}
+	if orderID == 0 || req.Type == "" || req.Description == "" || req.TargetRole == "" {
+		return nil, ErrInvalidDispute
+	}
+	return s.repo.AdminCreateByOrder(ctx, adminID, orderID, req, meta)
+}
+
 func (s *Service) ListForUser(ctx context.Context, userID uint64, page, pageSize int) (*PaginatedResult, error) {
 	if s.repo == nil {
 		return nil, ErrDependencyUnavailable

backend/internal/modules/order/dto.go

@@ -74,10 +74,12 @@ type AdminActionDTO struct {
 }
 
 type ActiveDisputeDTO struct {
-	ID          uint64 `json:"id"`
-	InitiatorID uint64 `json:"initiator_id"`
-	Type        string `json:"type"`
-	Status      string `json:"status"`
+	ID               uint64  `json:"id"`
+	InitiatorID      uint64  `json:"initiator_id"`
+	InitiatorType    string  `json:"initiator_type"`
+	InitiatorAdminID *uint64 `json:"initiator_admin_id,omitempty"`
+	Type             string  `json:"type"`
+	Status           string  `json:"status"`
 }
 
 type CreateRequest struct {

backend/internal/modules/order/platform_managed.go

@@ -336,7 +336,9 @@ func (r *Repository) AdminPlatformCheckoutDispute(ctx context.Context, adminID u
 		beforeSettlementStatus := order.SettlementStatus
 		row := model.Dispute{
 			OrderID:                  order.ID,
-			InitiatorID:              adminID,
+			InitiatorID:              0,
+			InitiatorType:            "admin",
+			InitiatorAdminID:         &adminID,
 			TargetUserID:             order.RenterID,
 			Type:                     "checkout_dispute",
 			Status:                   "open",

backend/internal/modules/order/queries.go

@@ -203,13 +203,22 @@ func (r *Repository) activeDisputeDTO(ctx context.Context, orderID uint64) *Acti
 		return nil
 	}
 	return &ActiveDisputeDTO{
-		ID:          row.ID,
-		InitiatorID: row.InitiatorID,
-		Type:        row.Type,
-		Status:      row.Status,
+		ID:               row.ID,
+		InitiatorID:      row.InitiatorID,
+		InitiatorType:    effectiveDisputeInitiatorType(row),
+		InitiatorAdminID: row.InitiatorAdminID,
+		Type:             row.Type,
+		Status:           row.Status,
 	}
 }
 
+func effectiveDisputeInitiatorType(row model.Dispute) string {
+	if row.InitiatorType == "admin" {
+		return "admin"
+	}
+	return "user"
+}
+
 func shouldAttachCheckout(status string) bool {
 	switch status {
 	case orderStatusPendingCheckoutConfirm, orderStatusPendingCheckoutAccept, orderStatusCheckoutDisputing, orderStatusCompleted:

backend/internal/modules/order/repository_integration_test.go

@@ -1068,7 +1068,7 @@ func TestAdminPlatformCheckoutDisputeCreatesArbitrationCase(t *testing.T) {
 	if err := db.Where("order_id = ?", order.ID).First(&dispute).Error; err != nil {
 		t.Fatalf("load dispute failed: %v", err)
 	}
-	if dispute.InitiatorID != adminID || dispute.TargetUserID != renter.ID || dispute.Type != "checkout_dispute" {
+	if dispute.InitiatorID != 0 || dispute.InitiatorType != "admin" || dispute.InitiatorAdminID == nil || *dispute.InitiatorAdminID != adminID || dispute.TargetUserID != renter.ID || dispute.Type != "checkout_dispute" {
 		t.Fatalf("dispute = %#v, want admin initiated checkout dispute to renter", dispute)
 	}
 	if dispute.CheckoutID == nil || *dispute.CheckoutID != checkout.ID || dispute.PreviousCheckoutStatus != checkoutStatusSubmitted {

backend/internal/router/router.go

@@ -588,6 +588,7 @@ func New(cfg config.Config, deps Dependencies, logger *zap.Logger) *gin.Engine {
 			adminRoutes.POST("/orders/:id/deposit-hold", requirePerm("order:deposit_hold"), orderHandler.AdminHoldDeposit)
 			adminRoutes.POST("/orders/:id/deposit-release", requirePerm("order:deposit_hold"), orderHandler.AdminReleaseDeposit)
 			adminRoutes.GET("/orders/refund-pending", requirePerm("order:close"), orderHandler.ListPendingRefund)
+			adminRoutes.POST("/orders/:id/dispute", requirePerm("dispute:arbitrate"), disputeHandler.AdminCreateByOrder)
 
 			// 管理员线下提号（独立于正常订单流程）
 			adminRoutes.POST("/pickups", requirePerm("order:pickup"), pickupHandler.Create)

backend/migrations/000036_admin_initiated_disputes.sql

@@ -0,0 +1,19 @@
+-- +goose Up
+
+ALTER TABLE disputes
+  ADD COLUMN initiator_type VARCHAR(16) NOT NULL DEFAULT 'user' COMMENT '发起方类型: user用户/admin客服' AFTER initiator_id,
+  ADD COLUMN initiator_admin_id BIGINT UNSIGNED NULL COMMENT '客服发起时的管理员ID' AFTER initiator_type,
+  ADD KEY idx_disputes_initiator_type (initiator_type, initiator_id),
+  ADD KEY idx_disputes_initiator_admin (initiator_admin_id);
+
+UPDATE disputes
+SET initiator_type = 'user'
+WHERE initiator_type = '';
+
+-- +goose Down
+
+ALTER TABLE disputes
+  DROP KEY idx_disputes_initiator_admin,
+  DROP KEY idx_disputes_initiator_type,
+  DROP COLUMN initiator_admin_id,
+  DROP COLUMN initiator_type;

frontend/src/features/admin/views/AdminDisputesView.vue

@@ -103,6 +103,13 @@ function userPhone(row: Dispute, userID: number) {
   return '-'
 }
 
+function initiatorLabel(row: Dispute) {
+  if (row.initiator_type === 'admin') {
+    return row.initiator_admin_id ? `客服 ID ${row.initiator_admin_id}` : '客服'
+  }
+  return `${roleLabel(row, row.initiator_id)} ${userPhone(row, row.initiator_id)}`
+}
+
 function evidenceCount(row: Dispute) {
   return evidenceItems(row).length
 }
@@ -388,10 +395,7 @@ async function handleArbitrate() {
       <el-table-column label="双方信息" min-width="240">
         <template #default="{ row }">
           <div class="party-cell">
-            <span
-              >申诉方：{{ roleLabel(row, row.initiator_id) }}
-              {{ userPhone(row, row.initiator_id) }}</span
-            >
+            <span>申诉方：{{ initiatorLabel(row) }}</span>
             <span
               >被申诉方：{{ roleLabel(row, row.target_user_id) }}
               {{ userPhone(row, row.target_user_id) }}</span

frontend/src/features/admin/views/AdminOrderDetailView.vue

@@ -24,6 +24,7 @@ import {
   type Order,
   type RefundStatus,
 } from '@/features/orders'
+import { adminCreateOrderDispute } from '@/features/disputes'
 import { fetchAdminPayments, type AdminPayment } from '@/features/admin/api/adminPayments'
 import {
   getSnapshotHafCoinM,
@@ -76,6 +77,14 @@ const platformCheckoutCounterForm = ref({
 const offlineSettlementVisible = ref(false)
 const offlineSettlementRemark = ref('')
 const platformSubmitting = ref(false)
+const adminDisputeVisible = ref(false)
+const adminDisputeSubmitting = ref(false)
+const adminDisputeForm = ref({
+  type: 'cannot_login',
+  targetRole: 'renter',
+  description: '',
+  evidenceText: '',
+})
 
 type FundSplitRow = {
   label: string
@@ -144,6 +153,7 @@ const canPlatformCheckoutDispute = computed(
   () => platformCheckoutDisputeAction.value?.enabled === true
 )
 const canOfflineSettlement = computed(() => offlineSettlementAction.value?.enabled === true)
+const canAdminCreateDispute = computed(() => canOperate.value && !order.value?.active_dispute)
 const isPlatformManaged = computed(
   () =>
     order.value?.handoff_mode === 'platform' ||
@@ -199,6 +209,16 @@ const depositReleaseActionTip = computed(() =>
 const refundActionTip =
   '仅发起后台人工原路退款，不关闭订单或调整商品/账号状态；押金已暂扣时仅退非暂扣部分。'
 const refundButtonDisabled = computed(() => refundStatus.value?.refund_status === 'refunded')
+const disputeTypeOptions = [
+  { label: '无法登录', value: 'cannot_login' },
+  { label: '描述不符', value: 'false_description' },
+  { label: '账号封禁', value: 'account_banned' },
+  { label: '资产损失', value: 'asset_loss' },
+  { label: '哈夫币争议', value: 'haf_coin_dispute' },
+  { label: '交接超时', value: 'handoff_timeout' },
+  { label: '归还超时', value: 'return_timeout' },
+  { label: '结账金额争议', value: 'checkout_amount' },
+]
 const orderTotalCent = computed(
   () => Number(order.value?.rent_amount_cent || 0) + Number(order.value?.deposit_amount_cent || 0)
 )
@@ -493,6 +513,43 @@ async function submitPlatformCheckoutCounter() {
   }
 }
 
+function openAdminDispute() {
+  adminDisputeForm.value = {
+    type: ['pending_checkout_confirm', 'pending_checkout_accept'].includes(order.value?.status || '')
+      ? 'checkout_amount'
+      : 'cannot_login',
+    targetRole: 'renter',
+    description: '',
+    evidenceText: '',
+  }
+  adminDisputeVisible.value = true
+}
+
+async function submitAdminDispute() {
+  if (!order.value) return
+  const form = adminDisputeForm.value
+  if (!form.description.trim()) {
+    ElMessage.warning('请填写申诉说明')
+    return
+  }
+  adminDisputeSubmitting.value = true
+  try {
+    await adminCreateOrderDispute(order.value.id, {
+      type: form.type,
+      target_role: form.targetRole,
+      description: form.description.trim(),
+      evidence_urls: linesToList(form.evidenceText),
+    })
+    ElMessage.success('申诉已发起，订单进入仲裁流程')
+    adminDisputeVisible.value = false
+    await loadOrder()
+  } catch (error) {
+    ElMessage.error(readError(error, '发起申诉失败'))
+  } finally {
+    adminDisputeSubmitting.value = false
+  }
+}
+
 function openOfflineSettlement() {
   offlineSettlementRemark.value = ''
   offlineSettlementVisible.value = true
@@ -706,10 +763,28 @@ function disputeTypeLabel(type: string) {
     handoff: '交接申诉',
     checkout: '结账争议',
     order: '订单争议',
+    cannot_login: '无法登录',
+    false_description: '描述不符',
+    account_banned: '账号封禁',
+    asset_loss: '资产损失',
+    haf_coin_dispute: '哈夫币争议',
+    handoff_timeout: '交接超时',
+    return_timeout: '归还超时',
+    checkout_amount: '结账金额争议',
+    checkout_dispute: '结账争议',
   }
   return map[type] || type || '-'
 }
 
+function disputeInitiatorLabel() {
+  const active = order.value?.active_dispute
+  if (!active) return '-'
+  if (active.initiator_type === 'admin') {
+    return active.initiator_admin_id ? `客服 ID ${active.initiator_admin_id}` : '客服'
+  }
+  return `用户 ID ${active.initiator_id}`
+}
+
 function userDisplay(phone: string | undefined, id: number) {
   return phone ? `${phone} / ID ${id}` : `ID ${id}`
 }
@@ -796,6 +871,14 @@ function paymentPaidAt(record: AdminPayment) {
         <el-button v-if="canOfflineSettlement" type="success" @click="openOfflineSettlement">
           {{ offlineSettlementAction?.label || '确认线下结算' }}
         </el-button>
+        <el-button
+          v-if="canAdminCreateDispute"
+          type="warning"
+          plain
+          @click="openAdminDispute"
+        >
+          发起申诉
+        </el-button>
         <el-button type="warning" :disabled="!canOperate" @click="openAction('abnormal')"
           >标记异常</el-button
         >
@@ -1135,7 +1218,7 @@ function paymentPaidAt(record: AdminPayment) {
           </div>
           <div>
             <dt>发起人</dt>
-            <dd>ID {{ order.active_dispute.initiator_id }}</dd>
+            <dd>{{ disputeInitiatorLabel() }}</dd>
           </div>
           <div>
             <dt>当前状态</dt>
@@ -1297,6 +1380,61 @@ function paymentPaidAt(record: AdminPayment) {
       </template>
     </el-dialog>
 
+    <el-dialog
+      v-model="adminDisputeVisible"
+      title="发起订单申诉"
+      width="620px"
+      destroy-on-close
+    >
+      <div v-if="order" class="dialog-body">
+        <p>
+          <strong>{{ order.order_no }}</strong> · 商品编号 {{ listingCode }} · {{ order.title }}
+        </p>
+        <div class="form-grid">
+          <label>
+            <span>申诉类型</span>
+            <el-select v-model="adminDisputeForm.type" placeholder="选择申诉类型">
+              <el-option
+                v-for="item in disputeTypeOptions"
+                :key="item.value"
+                :label="item.label"
+                :value="item.value"
+              />
+            </el-select>
+          </label>
+          <label>
+            <span>被申诉方</span>
+            <el-select v-model="adminDisputeForm.targetRole" placeholder="选择被申诉方">
+              <el-option label="租客" value="renter" />
+              <el-option label="号主" value="owner" />
+            </el-select>
+          </label>
+        </div>
+        <el-input
+          v-model="adminDisputeForm.description"
+          type="textarea"
+          :rows="4"
+          placeholder="填写申诉说明，会通知订单双方并进入仲裁中心"
+        />
+        <el-input
+          v-model="adminDisputeForm.evidenceText"
+          type="textarea"
+          :rows="3"
+          placeholder="证据链接，一行一个，可留空"
+        />
+      </div>
+      <template #footer>
+        <el-button @click="adminDisputeVisible = false">取消</el-button>
+        <el-button
+          type="primary"
+          :loading="adminDisputeSubmitting"
+          @click="submitAdminDispute"
+        >
+          发起申诉
+        </el-button>
+      </template>
+    </el-dialog>
+
     <el-dialog
       v-model="platformCheckoutCounterVisible"
       title="客服修改结账方案"

frontend/src/features/disputes/api/disputes.ts

@@ -17,6 +17,8 @@ export interface Dispute {
   owner_phone: string
   renter_phone: string
   initiator_id: number
+  initiator_type?: 'user' | 'admin' | string
+  initiator_admin_id?: number
   target_user_id: number
   type: string
   status: DisputeStatus
@@ -49,6 +51,22 @@ export async function createDispute(
   return data.data
 }
 
+export async function adminCreateOrderDispute(
+  orderId: number,
+  payload: {
+    type: string
+    description: string
+    target_role: 'owner' | 'renter' | string
+    evidence_urls?: string[]
+  }
+) {
+  const { data } = await apiClient.post<ApiResponse<Dispute>>(
+    `/admin/orders/${orderId}/dispute`,
+    payload
+  )
+  return data.data
+}
+
 export async function cancelOrderDispute(orderId: number) {
   const { data } = await apiClient.post<ApiResponse<Dispute>>(`/orders/${orderId}/dispute/cancel`)
   return data.data

frontend/src/features/orders/api/orders.ts

@@ -74,6 +74,8 @@ export interface AdminAction {
 export interface ActiveDispute {
   id: number
   initiator_id: number
+  initiator_type?: 'user' | 'admin' | string
+  initiator_admin_id?: number
   type: string
   status: string
 }

frontend/src/features/orders/composables/useOrderActions.ts

@@ -224,6 +224,7 @@ export function useOrderActions(options: UseOrderActionsOptions) {
       !!order.value &&
       (isOwner.value || isRenter.value) &&
       ['disputing', 'checkout_disputing'].includes(order.value.status) &&
+      order.value.active_dispute?.initiator_type !== 'admin' &&
       order.value.active_dispute?.initiator_id === session.userId
     )
   })