{ "DISPUTES_DASHBOARD": { "TITLE": "Support Cases", "SUBTITLE": "A dedicated control desk for complaints and return requests.", "EXPORT_REPORT": "Export Report", "CREATE_DISPUTE": "Open New Support Case", "SEARCH_PLACEHOLDER": "Search by case ID, order, customer, or merchant...", "CRITICAL_ONLY": "Show Critical Cases", "CLEAR": "Clear", "KPI": { "ACTIVE": "Active Disputes", "ACTIVE_TREND": "+6 this week", "CRITICAL": "Critical Now", "CRITICAL_TREND": "Immediate action", "REVIEW": "Under Review", "REVIEW_TREND": "In progress", "MERCHANT": "Waiting on Merchant", "MERCHANT_TREND": "Open response window", "RESOLVED": "Resolved", "RESOLVED_TREND": "91% within SLA", "VALUE": "Total Value" }, "FILTERS": { "ALL": "All", "ACTIVE": "Active", "CRITICAL": "Critical", "REVIEW": "Under Review", "MERCHANT": "Waiting on Merchant", "RESOLVED": "Resolved" }, "FILTER_PANEL": { "TITLE": "Filter Disputes", "SUBTITLE": "Adjust criteria", "ACTIVE_FILTERS": "Active filters" }, "FILTER_FIELDS": { "TYPE": "Type", "PRIORITY": "Priority", "QUEUE": "Queue", "INITIATOR": "Initiator", "ALL_TYPES": "All types", "ALL_PRIORITIES": "All priorities", "ALL_QUEUES": "All queues", "ALL_INITIATORS": "All initiators" }, "TYPE": { "COMPLAINT": "Complaint", "RETURN_REQUEST": "Return request", "DRIVER_REPORT": "Driver report", "DRIVER_DISPUTE": "Driver dispute", "DRIVER_ACCOUNT": "Driver account support" }, "TYPE_CLOSED": { "COMPLAINT": "Closed complaint", "RETURN_REQUEST": "Closed return request", "DRIVER_REPORT": "Closed driver report", "DRIVER_DISPUTE": "Closed driver dispute", "DRIVER_ACCOUNT": "Closed driver account support" }, "META": { "CLOSED_AFTER_COUPON_REDEMPTION": "Closed after coupon redemption", "CLOSED_AFTER_REFUND_COMPLETION": "Closed after refund completion", "CLOSED_AFTER_COUPON_COMPENSATION": "Closed after coupon compensation", "CLOSED_AFTER_COMPENSATION_APPROVAL": "Closed after compensation approval", "CASE_CLOSED": "Case closed" }, "UI_LABELS": { "TYPE": "Type", "PRIORITY": "Priority", "QUEUE": "Queue", "INITIATOR": "Initiator", "VENDOR": "Vendor", "DRIVER": "Driver", "STATUS": "Status", "VENDOR_RESPONSE": "Vendor response", "DRIVER_RESPONSE": "Driver response", "COMPENSATION_OUTCOME": "Compensation outcome", "COUPON": "Coupon", "EXPIRES": "Expires", "REDEEMED": "Redeemed", "NOT_REDEEMED_YET": "Not redeemed yet", "VENDOR_RECOVERY": "Vendor recovery", "RECOVERED": "Recovered", "OUTSTANDING": "Outstanding", "LOADING_DISPUTES": "Loading disputes...", "REOPEN": "Reopen" }, "INITIATOR": { "CUSTOMER": "Customer", "VENDOR": "Vendor", "DRIVER": "Driver", "ADMIN": "Admin" }, "PAYMENT_METHOD": { "CASH": "Cash on delivery", "CARD": "Card", "BANK": "Bank transfer", "WALLET": "Wallet", "APPLE_PAY": "Apple Pay", "MADA": "Mada", "UNKNOWN": "Unknown" }, "COMPENSATION": { "CASH_REFUND": "Cash refund", "COUPON_COMPENSATION": "Coupon compensation", "NOT_SET": "Not set" }, "SETTLEMENT": { "PENDING_REVIEW": "Pending review", "CASH_REFUNDED": "Cash refunded", "COUPON_ISSUED": "Coupon issued", "COUPON_REDEEMED": "Coupon redeemed", "REJECTED": "Rejected", "APPROVED": "Approved", "NOT_SET": "Not set" }, "VENDOR_RECOVERY": { "PENDING": "Pending recovery", "PARTIAL": "Partially recovered", "RECOVERED": "Recovered in full", "NOT_APPLICABLE": "Not applicable" }, "INFO": { "OPERATIONAL_ALERT": "Operational Alert", "OPERATIONAL_ALERT_DESC": "3 cases are close to breaching SLA within the next two hours.", "HIGHEST_RISK_VENDOR": "Highest Risk Vendor", "HIGHEST_RISK_VENDOR_NAME": "Riyadh Electronics", "HIGHEST_RISK_VENDOR_DESC": "6 active disputes this week", "TEAM_CAPACITY": "Team Capacity", "TEAM_CAPACITY_DESC": "4 reviewers are available now", "TEAM_CAPACITY_META": "Average of 5 cases per reviewer" }, "EMPTY": { "TITLE": "No matching disputes found", "MESSAGE": "Try adjusting the search or clearing the current filter" }, "TABLE": { "ID": "Order", "DRIVER_ACCOUNT": "Driver account", "CUSTOMER": "Customer", "MERCHANT": "Merchant", "TYPE_REASON": "Type / Reason", "AMOUNT": "Amount", "STATUS": "Status", "PRIORITY": "Priority", "OWNER": "Reviewer", "ASSIGNED_ADMIN": "Assigned admin", "UNASSIGNED": "Unassigned" }, "STATUS": { "OPEN": "Open", "REVIEW": "Under Review", "MERCHANT": "Waiting on Merchant", "RESOLVED": "Resolved" }, "WAITING_ON": { "CUSTOMER": "Waiting on customer", "VENDOR": "Waiting on vendor", "DRIVER": "Waiting on driver", "REVIEW": "Under admin review" }, "PRIORITY": { "CRITICAL": "Critical", "HIGH": "High", "MEDIUM": "Medium", "LOW": "Low" }, "RISK": { "HIGH": "High Risk", "MEDIUM": "Medium Risk", "LOW": "Low Risk" }, "BULK": { "ASSIGN": "Assign Reviewer", "ESCALATE": "Escalate", "ADD_NOTE": "Add Note" }, "TIMELINE": { "TIME_1024_AM": "10:24 AM", "TIME_1115_AM": "11:15 AM", "TIME_22_MIN_AGO": "22 min ago", "TIME_0910_AM": "09:10 AM", "TIME_0921_AM": "09:21 AM", "TIME_NOW": "Now", "TIME_0842_AM": "08:42 AM", "TIME_0905_AM": "09:05 AM", "TIME_0916_AM": "09:16 AM", "TIME_YESTERDAY_0712_PM": "Yesterday 07:12 PM", "TIME_YESTERDAY_0802_PM": "Yesterday 08:02 PM", "TIME_YESTERDAY_0807_PM": "Yesterday 08:07 PM", "DIS9902": { "OPENED_BY_CUSTOMER": "Dispute opened by customer", "ASSIGNED_TO_SARAH": "Assigned to Sarah Fahad for review", "ESCALATED_CRITICAL": "Case escalated to critical priority" }, "REF8812": { "REFUND_REQUEST_RECEIVED": "Refund request received", "EVIDENCE_SENT_TO_MERCHANT": "Evidence sent to merchant", "WAITING_FOR_MERCHANT": "Waiting for merchant response within the time window" }, "DIS7721": { "DISPUTE_REGISTERED": "Dispute registered", "INVOICE_REVIEWED": "Initial invoice reviewed", "COUPON_MATCH_REQUIRED": "Coupon must be matched with the campaign" }, "REF6404": { "REFUND_OPENED": "Refund opened", "PARTIAL_REFUND_APPROVED": "Partial refund approved", "CASE_SETTLED_AND_CLOSED": "Case settled and closed" } }, "DRAWER": { "CLOSE_ARIA": "Close support case details drawer", "TITLE": "Case Details", "DISPUTE_VALUE": "Case Value", "CUSTOMER_SUMMARY": "Customer Summary", "MERCHANT_SUMMARY": "Merchant Summary", "OPERATIONAL_NOTE": "Operational Note", "LIVE": "Live", "EVIDENCE": "Evidence & Attachments", "DOWNLOAD_ALL": "Download All", "APPROVE": "Approve Request", "APPROVE_RETURN": "Approve Return", "APPROVE_COMPLAINT": "Approve Complaint", "ADD_NOTE": "Add Note", "ASSIGN": "Assign Case", "APPROVE_COMPLAINT_PROMPT": "Enter internal approval notes:", "RESOLVE_CONFIRM": "Are you sure you want to resolve this support case?", "ADD_NOTE_PROMPT": "Enter case note:", "SEND_MESSAGE": "Send Public Message", "SEND_MESSAGE_PROMPT": "Enter the message to send to the visible participants:", "WAITING_ON": "Waiting on", "PARTICIPANTS": "Participants", "CONVERSATION": "Conversation", "REJECT": "Reject Request", "REQUEST_INFO": "Request More Information", "ESCALATE": "Escalate Case", "RESOLVE": "Resolve Case" }, "MODAL": { "TITLE": "Approve Refund", "SUBTITLE": "Approve the refund request and define the financial processing details", "CASE_SUMMARY": "Case Summary", "CASE_ID": "Case ID", "SELLER_NAME": "Seller Name", "REFUND_REASON": "Refund Reason", "PAYMENT_STATUS": "Payment Status", "PAYMENT_COMPLETE": "Completed", "DECISION": "Refund Decision", "REFUND_TYPE": "Refund Type", "REFUND_TYPE_FULL": "Full Refund", "REFUND_TYPE_PARTIAL": "Partial Refund", "REFUND_AMOUNT": "Refund Amount", "REFUND_METHOD": "Refund Method", "REFUND_METHOD_SAME": "Original Payment Method", "REFUND_METHOD_WALLET": "Customer Wallet", "REFUND_METHOD_MANUAL": "Manual Transfer", "APPROVAL_REASON": "Approval Reason", "APPROVAL_REASON_PLACEHOLDER": "Enter approval decision details...", "COST_BEARER": "Cost Bearer", "COST_BEARER_VENDOR": "Seller (Vendor)", "COST_BEARER_PLATFORM": "Platform", "COST_BEARER_SHARED": "Shared", "COST_BEARER_DRIVER": "Driver", "FINANCIAL_PREVIEW": "Financial Impact Preview", "ORIGINAL_TOTAL": "Original total amount", "REQUESTED_REFUND": "Requested refund amount (-)", "NON_REFUNDABLE_DELIVERY": "Delivery fee (non-refundable)", "APPLIED_DISCOUNTS": "Applied discounts", "NET_DECISION": "Net decision value", "RISK_ALERTS": "Risk Alerts", "RISK_TEXT_PARTIAL": "This case includes a partial refund. Make sure the entered amount does not exceed the platform's allocated financial protection limits.", "RISK_TEXT_FULL": "This case includes a full refund. Make sure the entered amount does not exceed the platform's allocated financial protection limits.", "RISK_HINT": "Review the platform refund policy before final approval.", "ADMIN_NOTES": "Administrative Notes", "INTERNAL_NOTES": "Internal Notes (staff only)", "INTERNAL_NOTES_PLACEHOLDER": "Write team notes here...", "CUSTOMER_MESSAGE": "Customer Message", "CUSTOMER_MESSAGE_PLACEHOLDER": "This message will appear to the customer in the status notification...", "NOTIFY_CUSTOMER": "Send an instant notification to the customer", "NOTIFY_FINANCE": "Notify the finance team for processing", "SAVE_REVIEW": "Save as Review", "APPROVE_REFUND": "Approve Refund", "DEFAULT_APPROVAL_REASON": "The request matches platform policy and the refund was approved after reviewing the evidence.", "DEFAULT_CUSTOMER_MESSAGE": "Your refund request has been approved and you will be notified once the financial processing begins.", "VALIDATION_AMOUNT_ZERO": "Amount must be greater than zero.", "VALIDATION_AMOUNT_EXCEEDED": "Amount cannot exceed case total.", "VALIDATION_REASON_REQUIRED": "Approval reason is required." }, "REJECTION_MODAL": { "TITLE": "Reject Refund", "SUBTITLE": "Clarify the rejection reason and document the decision clearly", "SUMMARY_TITLE": "Refund Request Summary", "ID_PREFIX": "ID", "CASE_ID": "Case ID", "ORDER_ID": "Order ID", "MERCHANT": "Merchant", "AMOUNT": "Amount", "TYPE": "Type", "REASON": "Reason", "PAYMENT_STATUS": "Payment Status", "PAYMENT_COMPLETE": "Completed", "CONTEXT_TITLE": "Decision Context", "EVIDENCE_STATUS": "Evidence Status", "EVIDENCE_STATUS_VALUE": "Insufficient", "REVIEWER_NOTE": "Initial Reviewer Note", "REASON_SECTION_TITLE": "Select Rejection Reason", "OPTION_POLICY": "Request does not match policy", "OPTION_EVIDENCE": "Insufficient evidence", "OPTION_DELIVERED": "Delivered successfully", "OPTION_EXPIRED": "Outside return window", "OPTION_MISUSE": "Customer misuse", "OPTION_OTHER": "Other (explained below)", "ADDITIONAL_EXPLANATION": "Additional rejection details", "ADDITIONAL_EXPLANATION_PLACEHOLDER": "Write additional details about the rejection here...", "CUSTOMER_MESSAGE_TITLE": "Customer-facing message", "CUSTOMER_MESSAGE_PLACEHOLDER": "Write the message that will be sent to the customer...", "NOTIFY_EMAIL": "Email", "NOTIFY_SMS": "SMS", "INTERNAL_NOTES_TITLE": "Administrative Notes (Internal)", "INTERNAL_NOTES_PLACEHOLDER": "Detailed internal justification for the decision...", "SAVE_REVIEW": "Save as Review", "CONFIRM_REJECTION": "Confirm Rejection", "DEFAULT_CUSTOMER_MESSAGE": "Dear customer, we regret to inform you that your refund request {{orderId}} has been rejected because it does not meet the required platform policy conditions. You can review the details in your account.", "DEFAULT_INTERNAL_NOTE": "The rejection decision was documented after reviewing the order details and available attachments." }, "REQUEST_INFO_MODAL": { "TITLE": "Request Additional Information", "SUBTITLE": "Disputes and requests management - Case {{disputeId}}", "SUMMARY_TITLE": "Target Case Summary", "CASE_ID": "Case ID", "ORDER_ID": "Order ID", "MERCHANT": "Merchant", "TYPE": "Type", "UPDATED_AT": "Updated", "TARGET_TITLE": "Select request destination and type", "RESPONDER_LABEL": "Requested responder", "RESPONDER_CUSTOMER": "Customer ({{name}})", "RESPONDER_MERCHANT": "Merchant ({{name}})", "RESPONDER_DRIVER": "Assigned driver", "RESPONDER_INTERNAL": "Internal Team (Logistics)", "RESPONDER_INTERNAL_TEAM": "Internal Team", "INFO_TYPE_LABEL": "Information type", "INFO_TYPE_INVOICE": "Original tax invoice", "INFO_TYPE_PHOTOS": "Damaged product photos", "INFO_TYPE_STATEMENT": "Detailed written statement", "INFO_TYPE_PROOF": "Shipping / delivery proof", "DETAILS_TITLE": "Official request details", "REQUEST_TITLE_LABEL": "Request title", "REQUEST_TITLE_PLACEHOLDER": "Request title (example: Missing shipping documents)", "REQUEST_DETAILS_LABEL": "Request details", "REQUEST_DETAILS_PLACEHOLDER": "Write the exact requested information details here...", "DUE_DATE_LABEL": "Due date", "PRIORITY_LABEL": "Priority", "PRIORITY_NORMAL": "Normal", "PRIORITY_URGENT": "Very urgent", "PAUSE_SLA": "Pause SLA timer temporarily", "ALERT_SUPERVISOR": "Alert responsible supervisor", "REFERENCES_TITLE": "Attachments & references (staff only)", "REFERENCE_PRODUCT_IMAGE": "Product image", "REFERENCE_SHIPPING_LOG": "Shipping log", "SECRET_NOTES": "Confidential internal notes", "SECRET_NOTES_PLACEHOLDER": "These notes will not be visible to the recipient...", "COMMUNICATION_PREVIEW_TITLE": "Outgoing message preview", "SYSTEM_NOTICE": "System Notice", "TEMPLATE_VERSION": "v2.4.0 Template", "PREVIEW_GREETING_CUSTOMER": "Dear customer,", "PREVIEW_GREETING_MERCHANT": "Dear merchant,", "PREVIEW_GREETING_DRIVER": "Hello delivery partner,", "PREVIEW_GREETING_INTERNAL": "Dear internal team,", "PREVIEW_BODY": "Based on dispute {{disputeId}}, please provide {{infoType}} no later than {{dueDate}} to avoid delaying case processing.", "PREVIEW_BODY_CUSTOM": "Based on dispute {{disputeId}}, please provide the following: {{details}} no later than {{dueDate}} to avoid delaying case processing.", "EDIT_TEMPLATE": "Edit template", "SAVE_DRAFT": "Save as Draft", "SEND_VIA": "Will be sent via", "SEND_VIA_VALUE": "Email and in-app notification", "SEND_NOW": "Send Request Now", "NO_DUE_DATE": "No due date" }, "ESCALATION_MODAL": { "TITLE": "Escalate Dispute", "SUBTITLE": "Move the case to a higher review tier with a clear reason and priority", "CASE_ID": "Case ID", "ORDER_ID": "Order ID", "MERCHANT": "Merchant", "TYPE": "Dispute Type", "AMOUNT": "Amount", "CURRENT_STATUS": "Current Status", "CURRENT_REVIEWER": "Current Reviewer", "TARGET_LABEL": "Escalation Target", "TARGET_FINANCE": "Financial Review", "TARGET_LEGAL": "Legal Review", "TARGET_RISK": "Risk Team", "TARGET_OPERATIONS": "Operations Management", "TARGET_SUPPORT": "Advanced Support", "TARGET_DRIVER_OPS": "Driver Operations", "PRIORITY_LABEL": "Priority Level", "PRIORITY_MEDIUM": "Medium", "PRIORITY_HIGH": "High", "PRIORITY_CRITICAL": "Critical", "REASON_LABEL": "Escalation Reason", "REASON_CONFLICTING_EVIDENCE": "Conflicting evidence", "REASON_HIGH_AMOUNT": "High amount", "REASON_FRAUD": "Fraud suspicion", "REASON_LEGAL_SENSITIVITY": "Legal sensitivity", "REASON_REPEAT_ISSUES": "Repeated customer / merchant issues", "REASON_OTHER": "Other", "DETAILED_EXPLANATION": "Detailed Explanation", "DETAILED_EXPLANATION_PLACEHOLDER": "Write the full dispute details here...", "REVIEWED_SUMMARY": "Reviewed Summary", "REVIEWED_SUMMARY_PLACEHOLDER": "What steps have already been taken?", "REQUESTED_ACTION": "Requested Action", "REQUESTED_ACTION_PLACEHOLDER": "Example: partial refund, account closure...", "RESPONSE_DEADLINE": "Required Response Deadline", "EVIDENCE_TITLE": "Attached Evidence & Indicators", "ATTACHMENTS_TITLE": "Attached Files", "INDICATORS_TITLE": "Active Indicators", "TAG_HIGH_RISK": "High Risk", "TAG_REPEAT": "Repeated Dispute", "TAG_SLA": "SLA Breach", "ALERT_TITLE": "Warning: High-Risk Escalation", "ALERT_BODY": "This dispute exceeds the allowed amount for automatic review and requires direct approval from the operations manager.", "NOTIFICATIONS_TITLE": "Notification Settings", "NOTIFY_ESCALATED_TEAM": "Notify the escalated team", "NOTIFY_CURRENT_REVIEWER": "Notify the current reviewer", "ADD_TRACKING_NOTE": "Add a note to the activity log", "MARK_HIGH_RISK": "Mark as high risk", "SAVE_REVIEW": "Save as Review", "CONFIRM": "Confirm Escalation", "DEFAULT_ACTION": "Final decision and settlement recommendation" } }, "ORDERS_LIST": { "TABLE": { "VIEW": "View Details" } }, "ORDERS": { "OPERATIONS_MANAGEMENT": "Operations Management", "TITLE": "Order Management", "SUBTITLE": "Monitor and manage all platform orders", "STATUS_READY_FOR_PICKUP": "Ready for Pickup", "STATUS_DELIVERED": "Delivered", "SEARCH_PLACEHOLDER": "Search by order ID, customer...", "ADVANCED_FILTER": "Advanced Filter", "FILTER_DESC": "By status and date", "EXPORT_REPORT": "Export Report", "CREATE_MANUAL": "Create Manual Order", "KPI": { "TOTAL": "Total Orders", "ACTIVE": "Active Queue", "NEW": "New Orders", "IN_PROGRESS": "In Progress", "LATE": "Late Orders", "CANCELLED": "Cancelled", "PAYMENT_ISSUES": "Payment Issues", "REFUNDS": "Refunds" }, "TABLE": { "ID": "Order ID", "CUSTOMER": "Customer", "DATE_TIME": "Date & Time", "STATUS": "Status", "STATUSES": "Status Stack", "WORKFLOW": "Workflow", "UPDATED": "Last Updated", "TOTAL": "Total", "ACTIONS": "Actions" }, "DETAIL": { "TITLE": "Order Details", "TITLE_DESC": "Comprehensive view of order status, stages, related parties, and administrative actions", "NEEDS_INTERVENTION": "Needs Intervention", "OPERATIONAL_DESC": "Operational view focused on status, cancellation reason, and the next decision instead of raw order data only.", "UPDATE_STATUS": "Update Status", "TRACK_DRIVER": "Track Driver", "OPEN_DISPUTE": "Open Dispute", "PRINT": "Print", "COPY_LINK": "Copy Link", "ORDER_TOTAL": "Order Total", "NEXT_ACTION": "Next Action", "FULFILLMENT_STATUS": "Fulfillment Status", "LAST_UPDATED": "Last Updated", "SLA_LABEL": "SLA", "CURRENT_ALERT": "Current Alert", "QUANTITY": "Quantity", "PAYMENT": "Payment", "PICKUP": "Pickup", "DRIVER": "Driver", "PHONE": "Phone", "ORDERED_IN": "Ordered In", "SLA": "SLA", "ALERTS": "Alerts", "NO_ALERTS": "No Alerts", "ORDERED_ITEMS": "Ordered Items", "ITEMS_COUNT": "items", "ITEM": "Item", "SKU": "SKU", "PRICE": "Price", "SUBTOTAL": "Subtotal", "TIMELINE": "Order Timeline", "PAYMENT_SUMMARY": "Payment & Fulfillment Summary", "PAYMENT_STATUS_LABEL": "Payment Status", "PAYMENT_NOTE": "Payment Note", "FULFILLMENT_NOTE": "Fulfillment Note", "DELIVERY_BREAKDOWN": { "TITLE": "Delivery & Pricing Breakdown", "SUBTITLE": "Detailed delivery routing, distances, quotes, and pricing modes for this order.", "PRICING_MODE": "Pricing Mode", "QUOTE_STATUS": "Quote Status", "QUOTE_VERSION": "Quote Version", "LOCKED_AT": "Quote Locked At", "MERCHANT_TO_CUSTOMER": "Merchant to Customer Distance", "DRIVER_TO_MERCHANT": "Driver to Merchant Distance", "MERCHANT_TO_CUSTOMER_FEE": "Merchant to Customer Fee", "DRIVER_TO_MERCHANT_FEE": "Driver to Merchant Fee", "TOTAL_DELIVERY_FEE": "Total Delivery Fee", "PRICING_SOURCE": "Pricing Source", "ANOMALY_WARNING": "Operational Warning", "ANOMALY_WARNING_DESC": "An unusual deviation in routing or pricing parameters was detected.", "ACTUAL_PICKUP_DISTANCE": "Actual Assigned Driver Pickup Distance", "DEVIATION_PERCENT": "Actual Dispatch Deviation", "ESTIMATED_DRIVER_PRICING": "Estimated Driver Pricing Used", "YES": "Yes", "NO": "No" }, "PRICING_SOURCES": { "ZONE_DEFAULT": "Zone Default", "DYNAMIC": "Dynamic Routing", "GOOGLE_MAPS": "Google Maps", "STATIC": "Static", "ESTIMATED": "Estimated", "ZONE": "Zone Rule Pricing", "CITY": "City Pricing Settings", "REGION": "Region Pricing Settings", "GLOBAL_FALLBACK": "Global Default Pricing", "FALLBACK": "System Fallback Pricing", "LIVE_DRIVER": "Live Driver Location (GPS)", "VENDOR_ZONE_CENTER": "Vendor Zone Center", "VENDOR_CITY_CENTER": "Vendor City Center", "VENDOR_BRANCH_FALLBACK": "Vendor Branch Fallback", "BRANCH_COORDINATES": "Branch Coordinates", "UNKNOWN": "Unknown Source" }, "DELIVERY_BREAKDOWN_VALUES": { "DYNAMIC": "Dynamic", "STATIC": "Static", "LOCKED": "Locked", "PENDING": "Pending", "COMPLETED": "Completed", "FAILED": "Failed", "ACTIVE": "Active", "ESTIMATED": "Estimated", "LIVE": "Live", "ESTIMATED_LOCKED": "Estimated Locked", "LIVE_LOCKED": "Live Locked" }, "FINANCE_CARD": { "TITLE": "Finance Snapshot", "SUBTITLE": "Platform-side financial breakdown for this order.", "OPEN_LEDGER": "Open Ledger", "OPEN_REFUNDS": "Open Refunds", "VENDOR_COMMISSION": "Vendor Commission", "DRIVER_PAYOUT": "Driver Payout", "SERVICE_FEE": "Service Fee", "VAT": "VAT", "NET_MARGIN": "Net Margin" }, "PAYMENT_DETAILS": "Payment Details", "PAYMENT_METHOD": "Payment Method", "TRANSACTION_REF": "Transaction Ref", "ORDER_SUBTOTAL": "Order Subtotal", "DELIVERY_FEE": "Delivery & Service Fee", "TAX": "VAT (15%)", "FINAL_TOTAL": "Final Total", "VIEW_TRANSACTION": "View Bank Transaction Details", "LOCATION_DELIVERY": "Location & Delivery Details", "DELIVERY_ADDRESS": "Delivery Address", "EXPECTED_TIME": "Expected Delivery Time", "HOUSING_TYPE": "Housing Type", "CUSTOMER_NOTE": "Customer Note", "LIVE_TRACKING": "Live Path Tracking", "SUPPORT_SUMMARY": "Support Summary", "CUSTOMER_INFO": "Customer Info", "HIGH_RISK": "High Risk", "VENDOR_INFO": "Merchant Vendor", "MERCHANT_BRANCH": "Merchant & Branch", "MERCHANT_LOCATION": "Merchant Location", "PREPARATION_STATUS": "Preparation Status", "VIEW_VENDOR_UI": "View Vendor UI", "DRIVER_DETAILS": "Driver Details", "ACTIVE_NOW": "Active Now", "VEHICLE": "Vehicle", "VEHICLE_TYPES": { "BICYCLE": "Bicycle", "BIKE": "Bike", "CAR": "Car", "MOTORCYCLE": "Motorcycle", "MOTORBIKE": "Motorbike", "SCOOTER": "Scooter", "VAN": "Van", "TRUCK": "Truck", "DELIVERY_VEHICLE": "Delivery Vehicle", "DELIVERY_DRIVER": "Delivery Driver" }, "PLATE": "Plate", "CHANGE_DRIVER": "Change Driver", "NO_DRIVER_ASSIGNED": "No driver assigned yet", "ASSIGN_DRIVER": "Assign Driver", "SUPPORT_DISPUTES": "Support & Disputes", "NO_DISPUTES": "No Disputes", "ADD_NOTE": "Add Note", "ESCALATE": "Escalate Issue", "ACTIVITY_LOG": "Activity Log", "WORKFLOW_SECTION": "Processing Workflow", "CURRENT_STAGE": "Current Stage", "RESOLUTION_STATUS": "Resolution Status", "TIMELINE_CREATED": "Order Created", "TIMELINE_PAYMENT": "Payment Confirmed", "TIMELINE_PREP": "Order Preparation", "TIMELINE_DELIVERY": "Out for Delivery", "TIMELINE_COMPLETED": "Delivered", "TIMELINE_STEP_STATUS": { "COMPLETED": "Completed", "IN_PROGRESS": "In progress", "PENDING": "Pending" }, "TIMELINE_STEPS": { "TITLES": { "ORDER_CREATED": "Order created", "PAYMENT": "Payment", "FULFILLMENT": "Fulfillment", "CLOSURE": "Closure", "PENDING_PAYMENT": "Pending payment", "PLACED": "Order placed", "PENDING_VENDOR_ACCEPTANCE": "Awaiting vendor acceptance", "ACCEPTED": "Accepted by vendor", "PREPARING": "Preparing", "READY_FOR_PICKUP": "Ready for pickup", "DRIVER_ASSIGNMENT_IN_PROGRESS": "Searching for a driver", "DRIVER_ASSIGNED": "Driver assigned", "PICKED_UP": "Picked up", "ON_THE_WAY": "On the way", "DELIVERED": "Delivered", "CANCELLED": "Cancelled", "VENDOR_REJECTED": "Rejected by vendor", "DELIVERY_FAILED": "Delivery failed", "REFUNDED": "Refunded" }, "SUBTITLES": { "PAYMENT_CAPTURED": "Payment captured", "WAITING_PAYMENT_CONFIRMATION": "Waiting for payment confirmation", "SYSTEM_AUTO_UPDATE": "System automatic update", "AWAITING_CLOSURE": "Awaiting closure", "FULFILLMENT_QUEUED": "Queued for fulfillment", "FULFILLMENT_CANCELLED": "Fulfillment stopped", "FULFILLMENT_FAILED": "Fulfillment failed", "COD_SELECTED": "Cash on delivery selected", "AWAITING_VENDOR": "Awaiting vendor response", "VENDOR_ACCEPTED": "Vendor accepted the order", "VENDOR_PREPARING": "Vendor started preparing", "READY_FOR_PICKUP": "Order is ready for pickup", "AUTO_DISPATCH_STARTED": "Auto-dispatch started", "DRIVER_ACCEPTED_OFFER": "Driver accepted the delivery offer", "VENDOR_OTP_HANDOFF": "Vendor confirmed pickup handoff via OTP", "DRIVER_ON_THE_WAY": "Driver is on the way", "DELIVERY_OTP_VERIFIED": "Driver verified delivery OTP", "DRIVER_VERIFIED_PICKUP_OTP": "Driver verified pickup OTP", "DRIVER_ASSIGNED_VIA_DISPATCH": "Driver assigned via dispatch", "AWAITING_BANK_CONFIRMATION": "Awaiting automatic bank transfer confirmation", "ORDER_PLACED": "Order placed successfully", "ORDER_CONFIRMED": "Order confirmed", "ORDER_PICKED_UP": "Order picked up by driver", "ORDER_DELIVERED": "Order delivered successfully", "SEARCHING_DRIVERS": "Searching for drivers", "NO_DRIVERS": "No drivers available" } }, "LOG_STATUS_OUT": "Status Update: Out for Delivery", "LOG_STATUS_MANUAL_UPDATE": "Status updated manually", "LOG_PREP_COMPLETE": "Preparation Complete", "LOG_PAYMENT_OK": "Payment Confirmation", "MADA": "Mada", "HOME_DELIVERY": "Home Delivery", "BRANCH": "Branch", "APARTMENT": "Apartment", "DEFAULT_MOCK_LOCATION": "Riyadh, Al Malqa District, Imam Road", "WEB_CLIENT": "Customer Web App", "MADA_GATEWAY": "Mada Gateway", "MOCK_MERCHANT": "Lulu Hypermarket", "MOCK_DRIVER": "Ahmed Al-Masoul", "AWAITING_CONFIRM": "Awaiting Confirmation", "SYSTEM_AUTO": "System (Auto)", "VEHICLE_MOCK": "Toyota Corolla 2022", "PLATE_MOCK": "A B C 1234", "CUSTOMER_NOTE_TEXT": "Please leave the order at the door and knock twice.", "MOCK_MERCHANT_PANDA": "Panda Specialized", "MOCK_MERCHANT_OTHIM": "Al Othaim Markets", "MOCK_MERCHANT_CARREFOUR": "Carrefour City", "MOCK_MERCHANT_DANUBE": "Danube Jarir", "BRANCH_YASMINE": "Al Yasmine", "BRANCH_NAKHEEL": "Al Nakheel", "BRANCH_RAWDA": "Al Rawda", "BRANCH_SAHARA": "Sahara", "BRANCH_HITTIN": "Hittin", "CANCEL_ORDER": "Cancel Order", "LOG_DRIVER_REASSIGNED": "Driver reassigned manually", "LOG_ORDER_CANCELLED": "Order cancelled manually", "ACTIVE_CASE_NOTICE": "There is already an active operational case. Resolve or close it from the workflow card before opening a new one.", "CANCELLATION": { "BANNER_TITLE": "Order Cancelled", "BANNER_MESSAGE": "Cancellation reason: {{reason}} - {{details}}", "REASON": "Cancellation Reason", "REFUND_TYPE": "Refund Type", "COST_BEARER": "Cost Bearer", "CLOSED_BY": "Closed By" }, "OPERATIONAL_CASE": { "TITLE": "Operational Case", "RESOLVE": "Resolve Case", "CLOSE": "Close Case", "REOPEN": "Reopen" }, "DRIVER_MODAL": { "TITLE": "Assign Driver", "SUBTITLE": "Choose the best-fit driver for the current order or reassign when needed", "ORDER_ID": "Order ID", "CITY": "City", "SLA": "SLA", "ROUTE": "Route", "FROM": "From:", "TO": "To:", "CURRENT_DRIVER": "Current Driver", "NO_DRIVER": "No driver assigned", "SEARCH_PLACEHOLDER": "Search by driver name or ID", "FILTER_CITY_ALL": "City: All", "FILTER_AVAILABILITY_ALL": "Availability: All", "FILTER_AVAILABILITY_AVAILABLE": "Available now", "FILTER_AVAILABILITY_BUSY": "Currently delivering", "FILTER_VERIFICATION_ALL": "Status: All", "FILTER_VERIFICATION_VERIFIED": "Verified only", "RESET_FILTERS": "Reset", "TABLE_DRIVER": "Driver", "TABLE_STATUS": "Status", "TABLE_DISTANCE": "Distance", "TABLE_ORDERS": "Orders", "TABLE_RATING": "Rating", "TABLE_REJECTION": "Rejection", "TABLE_LAST_ACTIVITY": "Last Activity", "STATUS_AVAILABLE": "Available now", "STATUS_DELIVERING": "Delivering", "LOW_PERFORMANCE": "Low performance", "UNIT_KM": "km", "NO_RESULTS": "No drivers matched the current filters.", "REASON_LABEL": "Assignment / reassignment reason", "REASONS": { "DRIVER_DELAY": "Previous driver delay", "CUSTOMER_REQUEST": "Customer asked for a change", "VEHICLE_ISSUE": "Vehicle issue", "MANUAL_OPTIMIZATION": "Manual dispatch optimization", "OTHER": "Other" }, "INTERNAL_NOTES": "Internal notes", "INTERNAL_NOTES_PLACEHOLDER": "Add any extra operational context...", "NOTIFICATIONS_TITLE": "Automatic notifications", "NOTIFY_DRIVER": "Notify the selected driver immediately", "NOTIFY_MERCHANT": "Send a merchant update", "NOTIFY_CUSTOMER": "Update the customer with a new tracking link", "WARNING_TITLE": "Performance warning", "WARNING_BODY": "{{driver}} has a low rating and high rejection rate. Assignment is possible, but service quality may be affected.", "BUSY_TITLE": "Driver already on delivery", "BUSY_BODY": "{{driver}} is currently handling active deliveries. Reassignment may add a short delay before pickup.", "GOOD_TITLE": "Recommended assignment", "GOOD_BODY": "{{driver}} is available, verified, and near the pickup location. This is the safest choice for fast handoff.", "AUDIT_TRAIL": "Documented operation - audit trail enabled", "CONFIRM": "Confirm Assignment" }, "CANCEL_MODAL": { "TITLE": "Cancel Order", "SUBTITLE": "Cancel the order with a clear reason and operational / financial impact", "WARNING_TITLE": "Warning: current order status is \"{{status}}\"", "WARNING_BODY": "The order is currently assigned to the driver. Cancelling at this stage may create delivery loss and affect driver performance metrics.", "ORDER_SUMMARY": "Order Summary", "ORDER_ID": "Order ID", "ORDER_TOTAL": "Order Total", "REASON_TITLE": "Cancellation Reason", "REASONS": { "CUSTOMER_REQUEST": "Customer request", "MERCHANT_REJECTED": "Merchant rejected", "OUT_OF_STOCK": "Out of stock", "PAYMENT_ISSUE": "Payment issue", "DELIVERY_FAILED": "Delivery failed", "OPERATIONAL_ISSUE": "Operational issue", "FRAUD_SUSPECTED": "Fraud suspected", "OTHER": "Other" }, "DETAILS_PLACEHOLDER": "Add more context about the cancellation reason...", "REFUND_TITLE": "Refund & financial impact", "REFUND_TYPE": "Refund type", "REFUND_FULL": "Full", "REFUND_PARTIAL": "Partial", "REFUND_NONE": "None", "COST_BEARER": "Who bears the cost?", "COST_PLATFORM": "Platform", "COST_MERCHANT": "Merchant", "COST_SHARED": "Shared", "NOTIFICATIONS_TITLE": "Notifications & messaging", "NOTIFY_CUSTOMER": "Notify customer", "NOTIFY_MERCHANT": "Notify merchant", "NOTIFY_DRIVER": "Notify driver", "CUSTOMER_MESSAGE_LABEL": "Custom message to customer", "CUSTOMER_MESSAGE_PLACEHOLDER": "We apologize, your order was cancelled because...", "INTERNAL_NOTE_LABEL": "Internal supervisors note only", "INTERNAL_NOTE_PLACEHOLDER": "Add an internal documentation note for the cancellation...", "CONFIRM": "Confirm Cancellation" }, "OPEN_REFUND": "Open Refund", "FLAG_ISSUE": "Mark as Issue", "LOG_REFUND_OPENED": "Refund request created", "LOG_REFUND_DRAFT": "Refund request saved as draft", "LOG_DISPUTE_OPENED": "Dispute opened from order details", "LOG_DISPUTE_DRAFT": "Dispute draft saved", "LOG_ISSUE_FLAGGED": "Order flagged as issue", "LOG_ISSUE_NOTE_SAVED": "Issue note saved", "REFUND_MODAL": { "TITLE": "Open Refund", "SUBTITLE": "Create a financial refund request linked to the current order", "PAID": "Paid", "REFUNDABLE_AMOUNT": "Refundable amount", "SELECTED_REFUND": "Selected refund", "PRODUCTS_AMOUNT": "Products subtotal", "PRODUCTS_ONLY": "Products only", "PRODUCTS_ONLY_NOTE": "Only the product subtotal will be refunded (excluding delivery and tax).", "FULL_ORDER": "Full order", "CUSTOM_AMOUNT": "Custom amount", "CUSTOM_HINT": "Up to products subtotal", "CUSTOM_MAX_NOTE": "Maximum {{max}} SAR (products subtotal only).", "DISCOUNTS": "Discounts", "SETUP_TITLE": "Refund Setup", "REFUND_TYPE": "Refund Type", "FULL_AMOUNT": "Full amount", "PARTIAL": "Partial", "REFUND_AMOUNT": "Refund Amount", "MAIN_REASON": "Main Reason", "REASONS": { "DELIVERY_DELAY": "Delivery delay", "MISSING_ITEM": "Missing item", "QUALITY_ISSUE": "Quality issue", "OTHER": "Other" }, "IMPACT_TITLE": "Impact & Destination", "REFUND_METHOD": "Refund Method", "METHODS": { "SAME_METHOD": "Original card / payment method", "WALLET": "Wallet balance", "MANUAL": "Manual settlement" }, "COST_BEARER": "Cost Bearer", "COST_BEARERS": { "PLATFORM": "Platform", "MERCHANT": "Merchant", "SHARED": "Shared" }, "COMMUNICATION_TITLE": "Communication & Notes", "INTERNAL_NOTES": "Internal notes (staff only)", "INTERNAL_NOTES_PLACEHOLDER": "Write extra details for administrative review...", "CUSTOMER_MESSAGE": "Customer message", "CUSTOMER_MESSAGE_PLACEHOLDER": "This message will appear in the customer's order details...", "NOTIFY_SMS": "Notify customer by SMS", "NOTIFY_FINANCE": "Notify finance", "SYSTEM_ALERTS": "System alerts", "SYSTEM_ALERT_ONE": "If the order was cash on delivery, make sure the amount is settled manually before approval.", "SYSTEM_ALERT_TWO": "There are no open refund requests for this order at the moment.", "CANCEL_PROCESS": "Cancel Process", "CREATE_REQUEST": "Create Refund Request" }, "DISPUTE_MODAL": { "TITLE": "Open Dispute", "SUBTITLE": "Create or escalate a dispute case linked to the current order.", "ORDER_ID": "Order ID", "PAYMENT_VALUE": "Mada (Paid)", "TYPE_TITLE": "Dispute Type", "TYPES": { "PAYMENT_ISSUE": "Payment issue", "QUALITY_ISSUE": "Quality issue", "NOT_RECEIVED": "Not received", "MISSING_ITEM": "Missing items", "CUSTOMER_REJECTED": "Customer rejected", "DELIVERY_FAILURE": "Delivery failure", "FRAUD": "Fraud suspicion", "OTHER": "Other" }, "PRIORITY_TITLE": "Priority", "PRIORITIES": { "LOW": "Low", "MEDIUM": "Medium", "HIGH": "High", "CRITICAL": "Critical" }, "ROUTING_TITLE": "Case Routing", "ROUTES": { "OPERATIONS": "Operations Team", "FINANCE": "Finance", "RISK": "Risk", "SUPPORT": "Support", "LEGAL": "Legal" }, "DESCRIPTION": "Issue Description", "DESCRIPTION_PLACEHOLDER": "Please write the dispute details here...", "EVIDENCE": "Evidence (images / documents)", "EVIDENCE_HINT": "Drop files here or click to upload", "INTERNAL_NOTES": "Internal notes (supervisors only)", "INTERNAL_NOTES_PLACEHOLDER": "Add notes that will not be visible to the customer or merchant...", "NOTIFY_REVIEWER": "Notify reviewer", "ADD_TO_LOG": "Add to activity log", "MARK_HIGH_RISK": "Mark as high risk", "NOTIFY_STAKEHOLDERS": "Notify related parties", "CREATE": "Create / Escalate Dispute" }, "ISSUE_MODAL": { "TITLE": "Mark as Issue", "SUBTITLE": "Document the current issue and add an internal note for the team", "ORDER_ID": "Order ID", "MERCHANT": "Vendor", "LAST_UPDATE": "Last Update", "SLA_WARNING": "Warning", "SLA_STABLE": "Stable", "CLASSIFICATION_TITLE": "Issue Classification", "ISSUE_TYPES": { "PREP_DELAY": "Preparation delay", "DELIVERY_DELAY": "Delivery delay", "PAYMENT_ISSUE": "Payment issue", "COMMUNICATION_ISSUE": "Communication issue", "DRIVER_UNAVAILABLE": "Driver unavailable", "ADDRESS_ISSUE": "Address issue", "FRAUD_SUSPICION": "Fraud suspicion", "OTHER": "Other" }, "PRIORITY_TITLE": "Priority", "PRIORITIES": { "LOW": "Low", "MEDIUM": "Medium", "HIGH": "High", "CRITICAL": "Critical" }, "NOTES_TITLE": "Internal Notes", "REQUIRED_ACTION": "Required Action", "REQUIRED_ACTION_PLACEHOLDER": "Write a detailed description of the issue and the required next steps...", "ASSIGN_TEAM": "Assign to Team", "FOLLOW_UP_DATE": "Follow-up Date", "TEAMS": { "OPERATIONS": "Operations", "FINANCE": "Finance", "COMPLIANCE": "Compliance" }, "FOLLOW_UP_OPTIONS_TITLE": "Follow-up Actions", "SHOW_OPERATIONS_CENTER": "Show in operations center", "NOTIFY_TEAM": "Notify assigned team", "HIGH_RISK_ALERT": "High risk alert", "SAVE_NOTE": "Save Note", "SUBMIT": "Mark as Issue" }, "STATUS_MODAL": { "TITLE": "Update Order Status", "SUBTITLE": "Change the order status with a clear reason and related action", "ORDER_SUMMARY": "Order Summary", "ORDER_ID": "Order ID", "MERCHANT": "Merchant", "PAYMENT_STATUS": "Payment Status", "PAYMENT_STATUS_VALUE": "Paid Online", "DELIVERY_STATUS": "Delivery Status", "CURRENT_STATUS": "Current Status", "NEW_STATUS": "New Status", "ADMIN_NOTES": "Admin Notes / Update Reason", "ADMIN_NOTES_PLACEHOLDER": "Enter extra details about the status change...", "EXPECTED_DELIVERY": "Expected Delivery Time", "IMPACT_PREVIEW": "Impact Preview", "IMPACT_PAYMENT": "Payment Impact", "IMPACT_DRIVER": "Driver Impact", "IMPACT_NOTIFICATION": "Customer Notification", "IMPACT_PAYMENT_NONE": "No impact", "IMPACT_PAYMENT_REVIEW": "Needs review", "IMPACT_DRIVER_REASSIGN": "Reassign", "IMPACT_DRIVER_ASSIGN": "Assign driver", "IMPACT_DRIVER_UNASSIGN": "Unassign", "IMPACT_NOTIFY_SMS": "Send SMS", "IMPACT_NOTIFY_PUSH": "Send Push", "IMPACT_NOTIFY_SMS_EMAIL": "SMS + Email", "NOTIFICATION_OPTIONS": "Notification & Logging Options", "NOTIFY_CUSTOMER": "Notify Customer", "NOTIFY_MERCHANT": "Notify Merchant", "NOTIFY_DRIVER": "Notify Driver", "INTERNAL_LOG": "Internal Log", "WORKFLOW_GUARDS": { "PAYMENT_BLOCKED": "The order cannot move into fulfillment stages before the payment state is resolved.", "FULFILLMENT_FAILED": "Fulfillment has already failed; the next valid step is retry or a documented cancellation.", "DELIVERY_IN_PROGRESS": "This order is currently out for delivery. Status changes are managed by driver actions. Use the Cancel Order button if cancellation is needed.", "DELIVERED_READY_TO_CLOSE": "The next logical step is final closure after confirming completion.", "CLOSED_STATE": "This state is already closed and should not continue through the standard workflow.", "DEFAULT": "Only logical transitions for the current state are available here." }, "CONFIRM": "Confirm Status Change" }, "RECOMPUTE_DISPATCH": "Recompute Dispatch", "DISPATCH_STATE": "Dispatch State", "DISPATCH_STATE_VALUES": { "NOT_REQUIRED": "Not Required", "PENDING": "Pending", "SEARCHING": "Searching", "ASSIGNED": "Assigned", "COMPLETED": "Completed", "FAILED": "Failed", "CANCELLED": "Cancelled" }, "DISPATCH_NOTE": "Dispatch Note", "DISPATCH_REASON": { "DRIVER_ACCEPTED": "Driver accepted delivery offer.", "DRIVER_ACCEPTED_DELIVERY_OFFER_": "Driver accepted delivery offer.", "DRIVER_REJECTED": "Driver rejected delivery offer.", "DRIVER_REJECTED_DELIVERY_OFFER_": "Driver rejected delivery offer.", "OFFER_SENT": "Delivery offer sent.", "DELIVERY_OFFER_SENT_": "Delivery offer sent.", "SEARCHING": "Searching for drivers.", "SEARCHING_FOR_DRIVERS_": "Searching for drivers.", "NO_DRIVERS": "No drivers available.", "NO_DRIVERS_AVAILABLE_": "No drivers available." } }, "STATUS": { "NEW": "New", "IN_PROGRESS": "In Progress", "OUT_FOR_DELIVERY": "Out for Delivery", "DELIVERED": "Delivered", "COMPLETED": "Completed", "CANCELLED": "Cancelled", "PENDING": "Pending" }, "PAYMENT_STATUS": { "PENDING": "Awaiting Payment", "PAID": "Paid", "FAILED": "Payment Failed", "REFUNDED": "Refunded", "PARTIALLY_REFUNDED": "Partially Refunded", "COD_PENDING": "Cash on Delivery", "SETTLED": "Settled" }, "FULFILLMENT_STATUS": { "QUEUED": "Queued", "PREPARING": "Preparing", "READY_FOR_PICKUP": "Ready for Pickup", "DRIVER_ASSIGNED": "Driver Assigned", "PICKED_UP": "Picked Up", "ON_ROUTE": "On Route", "DELIVERED": "Delivered", "FAILED": "Fulfillment Failed", "CANCELLED": "Fulfillment Stopped" }, "FILTERS": { "TITLE": "Filter Orders", "SUBTITLE": "Adjust search criteria", "ACTIVE_FILTERS": "Active Filters", "ORDER_STATUS": "Order Status", "PAYMENT_STATUS": "Payment Status", "FULFILLMENT_STATUS": "Fulfillment Status", "ORDER_STATUS_ALL": "All Order Statuses", "PAYMENT_STATUS_ALL": "All Payment Statuses", "FULFILLMENT_STATUS_ALL": "All Fulfillment Statuses" }, "QUEUE_VIEW": { "ALL": "All", "ACTIVE": "Live Operations", "LATE": "Delayed", "PAYMENT_ISSUES": "Payment Issues", "REFUNDS": "Refunds" }, "CURRENT_VIEW": "Current View:", "EMPTY": { "TITLE": "No matching orders", "MESSAGE": "Try adjusting the search, filters, or return to the all view." }, "SLA": { "LATE": "Past SLA", "ON_TRACK": "On Track" }, "WORKFLOW": { "STAGE": { "PAYMENT_REVIEW": "Payment Review", "PREPARATION": "Order Preparation", "DISPATCH": "Dispatch & Delivery", "REFUND_REVIEW": "Refund Review", "ISSUE_REVIEW": "Open Issue Review", "READY_TO_CLOSE": "Ready to Close", "CANCELLED": "Cancelled", "CLOSED": "Closed" }, "NEXT_ACTIONS": { "REVIEW_REFUND": "Review the refund, confirm the outcome, then resolve the case.", "REVIEW_DISPUTE": "Review the dispute, collect evidence, then resolve the case.", "REVIEW_ISSUE": "Execute the required action, then resolve the open case.", "CLOSE_OPERATIONAL_CASE": "Close the operational case after final verification.", "NO_OPEN_ACTION": "No open action.", "COMPLETE_REFUND_REVIEW": "Complete refund review, then close the case.", "DOCUMENT_CANCELLATION_CLOSURE": "Review the cancellation and document final closure.", "REVIEW_PAYMENT": "Review the payment state before continuing fulfillment.", "CONFIRM_COD_COLLECTION": "Confirm cash collection on delivery before closure.", "MONITOR_COD_DELIVERY": "Monitor fulfillment while collecting cash on delivery.", "REVIEW_REFUND_AND_CLOSE": "Review the refund, then close the case.", "RETRY_OR_CANCEL": "Retry fulfillment or cancel the order with documented reason.", "RESOLVE_OPEN_ISSUE": "Resolve the open alert and remove the escalation.", "FOLLOW_PREPARATION": "Follow up on order preparation with the branch.", "ASSIGN_OR_START_PICKUP": "Assign a driver or start pickup.", "MONITOR_DELIVERY": "Monitor the delivery until closure.", "CLOSE_AFTER_CONFIRMATION": "Close the order after confirming completion.", "REVIEW_CURRENT_STATE": "Review the current state." } }, "RESOLUTION_STATE": { "ACTION_REQUIRED": "Action Required", "MONITORING": "Monitoring", "RESOLVED": "Resolved" }, "OPERATIONAL_CASE": { "TYPE": { "REFUND": "Refund Case", "DISPUTE": "Dispute", "ISSUE": "Operational Issue" }, "STATUS": { "OPEN": "Open", "RESOLVED": "Resolved", "CLOSED": "Closed" } }, "ERRORS": { "LOAD_LIST": "Failed to load orders. Check the current filters or try again.", "LOAD_DETAIL": "Failed to load order details.", "INVALID_ID": "Invalid order ID." } }, "SUPPORT_ADMIN": { "TITLE": "Support Center", "SUBTITLE": "Vendor and driver support is handled here, away from dispute and refund queues.", "RESULTS": "results", "ACTIONS": { "SUPPORT_NOTIFICATIONS": "Support notifications", "DISPUTES_QUEUE": "Disputes queue", "OPEN": "Open", "UPDATE_STATUS": "Update status", "ASSIGN_TO_ME": "Assign to me", "SEND_REPLY": "Send reply" }, "KPIS": { "OPEN": "Open vendor tickets", "WAITING_VENDOR": "Waiting vendor", "DRIVER": "Driver support", "LEGACY": "Legacy support", "RESOLVED": "Resolved", "SLA_BREACHED": "SLA Breached", "AVG_RESOLUTION": "Avg Resolution", "HOURS": "hrs" }, "WORKSPACE_LABEL": "Workspace", "TABS": { "VENDOR": "Vendor support", "DRIVER": "Driver support", "LEGACY": "Legacy complaints" }, "TABS_HINT": { "VENDOR": "Vendor tickets and operational inquiries", "DRIVER": "Driver accounts and field reports", "LEGACY": "Customer complaints linked to orders" }, "FILTERS": { "SEARCH": "Search support tickets...", "ALL_STATUSES": "All statuses", "ALL_PRIORITIES": "All priorities", "ALL_CATEGORIES": "All categories" }, "STATUS": { "OPEN": "Open", "IN_PROGRESS": "In progress", "WAITING_VENDOR": "Waiting vendor", "RESOLVED": "Resolved" }, "PRIORITY": { "CRITICAL": "Critical", "URGENT": "Urgent", "HIGH": "High", "MEDIUM": "Medium", "LOW": "Low" }, "CASE_STATUS": { "REVIEW": "In review", "WAITING_RESPONSE": "Waiting response", "APPROVED": "Approved", "REJECTED": "Rejected" }, "CATEGORY": { "ORDERS": "Orders", "PRODUCTS": "Products", "FINANCE": "Finance", "OFFERS": "Offers", "STAFF": "Staff", "PROFILE": "Profile", "TECHNICAL": "Technical", "GENERAL": "General" }, "VENDOR_TABLE": { "TITLE": "Vendor support tickets", "REFERENCE": "Reference", "SUBJECT": "Subject", "ORDER": "Order", "PRIORITY": "Priority", "UPDATED": "Updated", "GENERAL": "General ticket" }, "DRIVER_TABLE": { "TITLE": "Driver support cases", "SUBTITLE": "Driver account support is collected here without changing the existing driver APIs or notifications.", "CASE": "Case", "DRIVER": "Driver", "UNKNOWN_DRIVER": "Driver account" }, "LEGACY_TABLE": { "TITLE": "Legacy order support", "SUBTITLE": "Old complaint cases are shown as support history, not as active disputes.", "ORDER": "Order", "CUSTOMER": "Customer", "VENDOR": "Vendor" }, "EMPTY": { "TITLE": "No vendor support tickets", "MESSAGE": "New merchant support tickets will appear here.", "DRIVER_TITLE": "No driver support cases", "DRIVER_MESSAGE": "Driver account support cases will appear here.", "LEGACY_TITLE": "No legacy complaints", "LEGACY_MESSAGE": "Old complaint records will appear here when available." }, "DETAIL": { "REPLY_PLACEHOLDER": "Write a support reply to the vendor...", "DRIVER_REPLY_PLACEHOLDER": "Write a support reply to the driver...", "SUMMARY": "Summary", "CLOSED_BANNER_WARNING": "Note: This ticket is closed. You must change the status to send replies or assign the ticket." }, "FEEDBACK": { "ASSIGNED": "Ticket assigned to you.", "REPLY_SENT": "Reply sent successfully.", "STATUS_UPDATED": "Ticket status updated.", "ACTION_FAILED": "Action failed. Please try again." } } }