Support and reports

Support handles reseller tickets, including after-sales claims (SAV, ticket type AFTER_SALES). Claims are resolved in V1 by replacement, return, credit note, repair or rejection (SUP-02, SUP-04). Communication covers announcements and the notification matrix. Reports and exports give the essential indicators of cahier §4 and §1.4 in PDF, Excel and CSV (cahier §9).

ID	Screen	Section	Template	Release	Design	Build
BO-55	Tickets list	Support	template	V1	Day 19	DSH-10
BO-56	Ticket detail	Support	template	V1	Day 19	DSH-10

ID	Screen	Section	Template	Release	Design	Build
BO-57	Announcements	Communication	template	V1	Day 19	DSH-10
BO-58	Notification templates & rules	Communication	template	V1	Day 19	DSH-10

ID	Screen	Section	Template	Release	Design	Build
BO-59	Reports library	Reports	bespoke	V1	Day 19	DSH-11
BO-60	Export centre	Reports	template	V1	Day 19	DSH-11

BO-55 — Tickets listCopy Anchor Link

Purpose. The support queue: reseller tickets and after-sales claims, to assign, prioritise and answer in time.

Who uses it. Commercial admin, finance (billing tickets), delivery manager (delivery tickets), super admin.

Entry points. Support › Tickets et SAV (badge = unassigned open tickets), BO-11 Tickets et SAV, and BO-69 « Réclamations SAV ».

Layout.

• Tabs: « Non assignés », « Mes tickets », « SAV » (AFTER_SALES), « Ouverts » (OPEN, IN_PROGRESS), « En attente du revendeur » (WAITING_RESELLER), « Résolus », « Rejetés », « Fermés », « Tous ».

• Filters: q, type, status, priority, assignee (incl. none), reseller, wilaya, from / to, issue.
• Default sort: Attente descending.
• Bulk actions (admin.tickets.update per ticket): « Assigner », « Changer la priorité », « Fermer » (resolved only).

Data. admin.tickets.list, admin.tickets.update, admin.users.list (assignee picker).

Actions. Bulk assignment is not optimistic. It is audited UPDATE per ticket and notifies the assignee (in-app).

Rules.

• A ticket created by a reseller starts OPEN and unassigned. Its first reply moves it to IN_PROGRESS.
• Tickets are never deleted.
• After-sales claims carry the order and the claimed lines.

Real-time. The admin stream has no ticket event in V1. The list and badge poll every 60 s while visible (see contract notes).

States. « Aucun ticket non assigné » is a positive empty state.

Acceptance criteria.

• A ticket opened in the reseller app appears in « Non assignés » within 60 s.
• The « SAV » tab lists exactly the AFTER_SALES tickets.
• Bulk assignment notifies each assignee once.

BO-56 — Ticket detailCopy Anchor Link

Purpose. Answer a reseller, keep internal notes, and, for an after-sales claim, take it from diagnosis to resolution. The resolution is one of Remplacement (a free replacement order), Retour (creates a return), Avoir (credit note), Réparation, or Refusée with a reason (§1b.9).

Who uses it. Commercial admin (claims), finance (billing), delivery manager (delivery issues).

Entry points. BO-55, BO-69 « Réclamations SAV », BO-39 Retours et SAV, BO-11, and notifications.

Layout.

• Header: TKT number, subject, TicketType and TicketStatus pills, priority, assignee, reseller (link to BO-11, with phone and WhatsApp), related order (link to BO-39).
• Main, the conversation:
  • Public messages, aligned by author.
  • Internal notes, on a yellow background with « Note interne — invisible pour le revendeur ».
  • Attachments (TICKET_ATTACHMENT, 10 MB max, signed URLs).
  • Composer with the toggle « Réponse au revendeur » / « Note interne », attachments, and « Envoyer ».
• Side panel:
  • Fields Statut, Priorité, Assigné à, Type (editable with support.update).
  • Reseller summary.
  • History.
• After-sales claim panel (type AFTER_SALES), at the top of the main column:
  • Claimed items (TicketItem): product and variant, ordered quantity, claimed quantity, issue (AfterSalesIssue), photos.
  • Warranty status, computed from the delivery date and the product's warranty: « Sous garantie jusqu'au 03/05/2027 » or « Hors garantie depuis le 03/11/2026 ».
  • Order context: delivery date, invoice, previous claims on the same order.
  • The primary action « Résoudre la réclamation » (with support.validate).

After-sales resolutionCopy Anchor Link

« Résoudre la réclamation » opens a dialog. The chosen resolution is sent with admin.tickets.resolve.

Effects shared by all resolutions:

• The ticket records the resolution, its author and the created record (order, return or credit note), linked in the claim panel.
• An automatic public message summarises the decision for the reseller: « Votre réclamation est résolue : remplacement par la commande CMD-…-201 ».
• The reseller is notified by push and in-app, live while their app is open (ticket.replied, return.status_changed on events.stream).
• The resolution is audited (VALIDATE, or REJECT for a refusal).

Data. admin.tickets.get, admin.tickets.reply, admin.tickets.update, admin.tickets.resolve, files.createUpload, files.downloadUrl, admin.orders.get (order context).

Actions.

Rules.

• Internal notes are never returned by reseller operations (tickets.get returns public messages only).
• One resolution per claim. A claim can be reopened to resolve again only by moving it back to IN_PROGRESS; the first resolution and its records are kept.
• Claimed quantities are capped by the delivered quantities of the order, minus previous claims and returns on the same lines.
• Replacement orders are never confirmed automatically. They appear in BO-41 with the badge « Remplacement SAV ».
• Out of warranty: a claim may still be resolved; the dialog shows « Hors garantie » as a warning.

Real-time. None in the admin stream. The conversation polls every 30 s while open (see contract notes).

States.

• Reseller attachments still uploading.
• A closed ticket is read-only with « Rouvrir ».
• The claim panel shows « Article déjà réclamé (TKT-…) » on a line claimed before.

Acceptance criteria.

• A claim on 2 faulty units resolved as Remplacement creates a 0 DA order of 2 units, linked to the ticket. That order waits in BO-41 until confirmed.
• Retour creates a return in BO-69. Its reception re-enters the non-defective quantities in stock and issues a credit note, with no manual stock action.
• Avoir cannot exceed the amount paid for the claimed quantities.
• Refusée requires a reason, which the reseller sees in their app.
• Internal notes never appear in the reseller app.

BO-57 — AnnouncementsCopy Anchor Link

Purpose. Send messages from the back-office to delegates or resellers by target: the « Messages » of the delegate app (cahier §6.1) and announcements in the reseller app.

Who uses it. Commercial admin.

Entry points. Support › Annonces.

Layout.

• Table: Titre, Public (delegates / resellers), Ciblage summary, Canaux, État (« Brouillon », « Programmée », « Envoyée »), Envoyée le, Lus (« 812 / 1 245 · 65 % »).
• Composer drawer:
  • Titre: required, 80 characters max.
  • Message: required, plain text with links, 1 000 characters max.
  • Public: « Délégués » or « Revendeurs ».
  • Ciblage:
    • delegates: all, zones, or specific delegates;
    • resellers: all, wilayas, segments, customer types, or specific resellers.
  • Notification push: toggle, on by default.
  • Envoi: « Maintenant » or a date and time.
  • The audience count is shown live: « 1 245 destinataires ».
• Preview in a phone frame.

Commercial push and new catalogue (change request 03). NOT-16, NOT-11, DSH-14.

• The composer gets a Type selector (AnnouncementKind): « Message » (as above), « Push commercial », « Nouveau catalogue ». The last two are for resellers only.
• Push commercial: target picker (product, promotion, category or brand), title ≤ 40 characters and message ≤ 120, action label (default « Commander maintenant »), and an extra audience criterion « Acheteurs de la catégorie … sur les N derniers jours ». Before sending, the count reads « 1 245 destinataires · 1 010 en push · 235 dans la boîte seulement (plafond atteint) ».
• Nouveau catalogue: PDF upload (CATALOG_PDF), cover image, optional category or brand to open, action « Voir le catalogue ».
• Both kinds are category PROMOTIONAL, group Promotions or Nouveautés, and count in the caps (NOT-17). A Message can be given a group, Urgent when the « Urgent » box is ticked.

Data. admin.announcements.crud, admin.announcements.send.

Actions. « Envoyer » (communication.validate): « Envoyer cette annonce à 1 245 revendeurs ? Une notification push sera envoyée. ». Not optimistic, audited CREATE / STATUS_CHANGE. A sent announcement cannot be edited.

Rules.

• Announcements belong to the ANNOUNCEMENT category.
  • The inbox always receives them.
  • Push respects the recipient's preference (NOT-06).
• Read counts come from AnnouncementRead.

Real-time. None.

States. A scheduled announcement shows its countdown. A send failure lists the failed deliveries (link to BO-58 Journal).

Acceptance criteria.

• An announcement to the delegates of one zone reaches only them: their app inbox shows it, and nobody else's does.
• The read rate updates as recipients open it.
• A sent announcement is read-only.

BO-58 — Notification templates & rulesCopy Anchor Link

Purpose.

• Configure which event goes through which channel to whom (cahier §8 « Push, in-app, WhatsApp, SMS ou email selon le type d'événement »).
• Edit the localised templates.
• Check the delivery log.

Who uses it. Super admin, commercial admin.

Entry points. Support › Notifications.

Layout.

• Tab « Règles »: a matrix with one row per event and columns IN_APP, PUSH, SMS, EMAIL, WHATSAPP (V1: share links only) per recipient (reseller, delegate, assigned staff, role).
  • Example events: order received, order confirmed, order on hold, order refused, order modified, order shipped, order delivered, assisted order to confirm, account validated or rejected, task assigned, ticket reply, claim resolved, return decided or received, payment confirmed or rejected, credit note issued.
  • Locked cells (lock icon): transactional and security channels that cannot be disabled. For example, every order status change notifies the reseller by push and in-app (ORD-15).
• Tab « Modèles »: per event × channel × locale (FR; AR and EN prepared).
  • Titre (push), Objet (email) and Message.
  • Variables listed on the right and inserted as {{order.number}}, {{reseller.storeName}}, {{order.totalTtc}}.
  • A preview with sample data.
  • For SMS, a segment counter (160 GSM-7 / 70 UCS-2 characters per segment).
• Tab « Journal »: date, event, channel, recipient, status (sent / failed), error message. Filters channel, status, from / to, recipient.

Smart notifications (change request 03). NOT-10, NOT-17, DSH-14.

• Règles adds the smart events of the matrix, each with its group, its priority rank and an on/off switch per event.
• Modèles adds the Bouton d'action field (label per locale, required for reseller events) next to Titre, and shows the group.
• A new tab, « Notifications intelligentes », holds the settings: caps per day and per week, back-in-stock look-back (90 days), minimum out-of-stock time (24 h), abandoned-cart delay (2 h), price-drop minimum (5 %), reorder grace (1 day), and the times of the digest jobs. Every change is audited UPDATE.

Data. admin.notifications.rules, admin.notifications.templates, admin.notifications.log.

Actions.

• Save the rules (one PUT of the matrix): « Enregistrer les règles ? Les prochains envois suivront cette configuration. ».
• Save a template, per template.
• Both are audited UPDATE.

Rules.

• A template with an unknown variable cannot be saved.
• Transactional notifications (category TRANSACTIONAL) and security ones cannot be switched off for the reseller (NotificationCategory).
• The notifications matrix holds the seeded configuration.

Real-time. None.

States. The log is empty until the first sends. A failed SMS shows the provider error.

Acceptance criteria.

• Disabling SMS for « commande expédiée » stops SMS for that event while push and in-app continue.
• Cells for order status changes to the reseller cannot be disabled.
• A template using {{order.unknown}} is refused with the variable named.

BO-59 — Reports libraryCopy Anchor Link

Purpose. The essential reports (cahier §4 « Indicateurs et rapports »):

• revenue by period, zone, delegate, reseller, brand and product;
• prospect conversion and first orders;
• stock-outs and slow movers;
• pending, late, cancelled and returned orders.

It also carries the success KPIs of cahier §1.4 (ANA-04).

Who uses it. Direction, commercial admin, finance, stock.

Entry points. Rapports › Rapports, and drill-downs from the dashboards (BO-04, BO-05).

Layout.

• Catalogue: cards grouped by theme. Each card shows the title, a one-line definition and « Ouvrir ». Only the reports the user may run are listed (admin.reports.list).
• Runner:
  • The filter bar (each report declares its filters: period, wilaya, commune, delegate, reseller, customer type, brand, category, product, channel), synced to the URL.
  • Regrouper par (when the report allows it), « Exécuter », « Exporter ».
  • A summary strip with the totals.
  • A chart and a paginated table, with a totals row.
  • « Définition » expands the exact formula.

Data. admin.reports.list, admin.reports.run (filters, page, pageSize → rows and totals), admin.exports.create.

Actions. « Exporter » (PDF with filters and chart, XLSX or CSV of all rows) creates an async export and shows the toast with the link to BO-60. It is audited EXPORT.

Rules.

• One set of definitions: the same as the dashboards (BO-04). A report total with the same filters equals the card.
• Permission-filtered at row level (financial reports need finance.view). Purchase-price margins appear only with pricing.view.
• Time zone: periods are business days in Africa/Algiers.

Real-time. None. Reports run on demand.

States.

• Long reports: when the response takes over 3 s, a skeleton with « Calcul en cours… » shows.
• No data: « Aucune donnée pour ces filtres ».
• Not permitted (from an old link): « Accès refusé ».

Acceptance criteria.

• CA par période by month for this year equals CA de l'année on BO-04 with the same filters.
• Conversion terrain per delegate equals the delegate's figures in BO-17 for the same period.
• The export of a report contains the same rows and totals as the screen.
• A stock manager without orders.view does not see the revenue reports in the catalogue.

BO-60 — Export centreCopy Anchor Link

Purpose. Collect every export the user requested (lists and reports, PDF / XLSX / CSV, cahier §9) and download it once ready.

Who uses it. Every role that exports.

Entry points. Rapports › Exports (badge = running exports), and the export toasts.

Layout.

Row actions: « Télécharger » (when SUCCEEDED), « Relancer » (same parameters), « Voir les filtres ».

Data. admin.exports.list, admin.exports.get (signed download URL, valid 5 minutes), admin.exports.create.

Actions. « Télécharger » fetches a fresh signed URL and starts the download. « Relancer » creates a new job. The audit is written at creation (EXPORT, with source and filters).

Rules.

• Users see only their own exports.
• Files (GENERATED_DOCUMENT, private) expire after 7 days. Assumption — the retention is to confirm. They then show EXPIRED.
• An export contains only what the user was allowed to see when it was requested.

Real-time. No export event. While any job is QUEUED or RUNNING, the page and the badge poll every 5 s. Completion shows the toast « Export prêt — Télécharger ».

States. « Aucun export » appears on first use. A FAILED job shows its error with « Relancer ».

Acceptance criteria.

• An export requested from BO-38 appears here at once as QUEUED, then SUCCEEDED with its row count, and downloads through a short-lived URL.
• Another user's exports are never listed.
• After expiry, the download is no longer possible and « Relancer » is offered.