99 lines
3.2 KiB
TypeScript
99 lines
3.2 KiB
TypeScript
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import { logger } from '../utils/logger';
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import db from '../config/database';
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export interface DisputeEvent {
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tenantId: string;
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orderId: string;
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externalDisputeId: string;
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reason: string;
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customerMessage: string;
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evidenceUrls: string[];
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}
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/**
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* [BIZ_AUTO_05] AI 自动化售后争议处理服务
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* @description 基于历史判责数据与规则，自动生成申诉材料或执行退款决策
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*/
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export class DisputeResolverService {
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private static readonly DISPUTE_TABLE = 'cf_disputes';
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/**
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* 初始化表
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*/
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static async initTable(): Promise<void> {
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const hasTable = await db.schema.hasTable(this.DISPUTE_TABLE);
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if (!hasTable) {
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console.log(`📦 Creating ${this.DISPUTE_TABLE} table...`);
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await db.schema.createTable(this.DISPUTE_TABLE, (table) => {
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table.increments('id').primary();
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table.string('tenant_id', 64).notNullable();
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table.string('order_id', 64).notNullable();
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table.string('external_dispute_id', 128).unique();
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table.string('reason', 255);
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table.string('status', 32).defaultTo('PENDING_AI'); // PENDING_AI, AI_RESPONDED, MANUAL_REVIEW, CLOSED
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table.text('ai_response');
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table.timestamps(true, true);
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table.index(['tenant_id', 'status']);
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});
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console.log(`✅ Table ${this.DISPUTE_TABLE} created`);
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}
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}
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/**
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* 处理新争议 (BIZ_AUTO_05)
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*/
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static async processDispute(event: DisputeEvent): Promise<void> {
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logger.info(`[DisputeResolver] Processing dispute ${event.externalDisputeId} for Order: ${event.orderId}`);
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// 1. 记录争议
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await db(this.DISPUTE_TABLE).insert({
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tenant_id: event.tenantId,
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order_id: event.orderId,
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external_dispute_id: event.externalDisputeId,
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reason: event.reason,
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status: 'PENDING_AI',
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created_at: new Date(),
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updated_at: new Date()
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});
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// 2. AI 判责逻辑 (BIZ_AUTO_05)
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// 简单规则：如果是“未收到货”且物流已妥投，自动提交签收证明
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const aiResponse = await this.analyzeAndRespond(event);
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// 3. 更新状态
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await db(this.DISPUTE_TABLE).where({ external_dispute_id: event.externalDisputeId }).update({
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ai_response: aiResponse,
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status: 'AI_RESPONDED',
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updated_at: new Date()
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});
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}
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/**
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* [BIZ_AI_16-EXT] 主动发起纠纷 (由 AGI 建议触发)
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*/
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static async initiateDispute(tenantId: string, orderId: string, reason: string): Promise<string> {
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const externalDisputeId = `EXT-DISP-${Date.now()}`;
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logger.info(`[DisputeResolver] Initiating dispute for Order: ${orderId}, Reason: ${reason}`);
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await db(this.DISPUTE_TABLE).insert({
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tenant_id: tenantId,
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order_id: orderId,
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external_dispute_id: externalDisputeId,
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reason: reason,
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status: 'PENDING_AI',
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created_at: new Date(),
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updated_at: new Date()
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});
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return externalDisputeId;
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}
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private static async analyzeAndRespond(event: DisputeEvent): Promise<string> {
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// 模拟 AI 分析
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if (event.reason.includes('not received')) {
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return "Logistics record shows DELIVERED on 2026-03-10. Attaching delivery proof.";
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}
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return "Product matches description. Customer provided no clear evidence of defect. Requesting more details.";
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}
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}
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