// en/cases
export const cases = {
  open: {
    title: 'Open a case',
    subtitle: 'Describe the issue with your purchase and we will help resolve it',
    step_category: 'Issue Type',
    step_ask: 'Your Request',
    step_description: 'Description',
    step_attachments: 'Photos',
    step_review: 'Review',
    category_label: 'Select issue type',
    category_placeholder: 'Select issue type…',
    ask_label: 'What would you like?',
    ask_placeholder: 'Choose your requested resolution…',
    ask_outcome: {
      refund_full: 'Full refund',
      refund_partial: 'Partial refund',
      replacement: 'Replacement',
      deny: 'Decline the request (no refund)',
    },
    ask_amount_label: 'Requested refund amount (₪)',
    ask_amount_helper: 'Enter an amount greater than 0 to continue',
    description_label: 'Describe the issue',
    description_placeholder: 'Tell us what happened in detail...',
    attachments_label: 'Supporting photos (optional)',
    attachments_hint: 'Up to 10 photos',
    attachments_upload_error: 'Failed to upload image — please try again',
    attachments_uploading: 'Uploading images...',
    remove_attachment: 'Remove attachment {{name}}',
    review_title: 'Request Summary',
    submit: 'Open Case',
    submit_escape: 'Submit to Multideal Support',
    submitting: 'Submitting...',
    purchase_picker_title: 'Choose a purchase',
    purchase_picker_hint: 'To report an issue, first choose the relevant purchase',
    purchase_context_label: 'Purchase',
  },
  categories: {
    item_not_as_described: 'Item not as described',
    no_show_vendor: 'Business was closed',
    quality_issue: 'Quality issue',
    cannot_redeem: 'I could not redeem the voucher',
    cancellation_request: 'I want to cancel my purchase',
    fraud: 'Suspected fraud',
    safety: 'Safety issue',
    other: 'Other',
  },
  status: {
    opened: 'Opened',
    vendor_review: 'Pending vendor',
    vendor_offered: 'Offer received — your decision needed',
    escalated: 'Escalated to Multideal support',
    ai_handling: 'Under automated review',
    awaiting_info: 'Waiting for your reply',
    human_review: 'An agent is handling your case',
    resolved: 'Resolved — request approved',
    closed: 'Closed without resolution',
    reopened: 'Reopened',
  },
  list: {
    title: 'My Cases',
    empty_customer: 'You have no cases',
    empty_description:
      'Had a problem with a purchase? Open a case from the purchase page and the business will get back to you',
    empty_cta: 'Go to my purchases',
    empty_vendor: 'No cases awaiting your response',
    col_status: 'Status',
    col_category: 'Type',
    col_purchase: 'Purchase',
    col_updated: 'Updated',
    col_deadline: 'Deadline',
    tab_customer: 'As customer',
    tab_vendor: 'As business',
    error_title: 'Failed to load cases',
    error_description: 'We could not load your case list. Please try again.',
    status_fallback: 'In progress',
  },
  detail: {
    timeline_title: 'Case History',
    thread_title: 'Conversation',
    offers_section_label: 'Offers from the business',
    offer_pending: 'Offer pending your decision',
    offer_accepted: 'Offer accepted',
    offer_rejected: 'Offer rejected',
    offer_superseded: 'Replaced by a newer offer',
    offer_auto_executed: 'Offer auto-executed',
    resolved_banner: 'Case resolved — refund issued',
    resolved_banner_refund: 'Case resolved — your refund was approved and is on its way',
    resolved_banner_replacement: 'Case resolved — the business will provide a replacement',
    resolved_banner_no_refund: 'Case closed without a refund. Disagree? Contact Multideal support',
    opened_notice_title: 'Case opened successfully',
    opened_notice_description:
      'The business will be notified and respond soon. Track the status on this page.',
    send_message: 'Send message',
    new_message_label: 'Message the business',
    outcome_deny: 'Request declined',
    author_me: 'Me',
    author_vendor: 'The business',
    author_support: 'Multideal Support',
    actor_customer: 'You',
    actor_vendor: 'The business',
    actor_support: 'Multideal Support',
    back_to_cases: 'All cases',
    error_title: 'Could not load this case',
    error_description:
      'The case may have been removed or you may not have permission to view it. Try again or return to your case list.',
  },
  decide: {
    accept: 'Accept offer',
    reject: 'Reject offer',
    cancel: 'Cancel',
    confirm_accept_title: 'Confirm acceptance',
    confirm_accept_body_refund:
      'Once confirmed, the refund will be processed and cannot be changed.',
    confirm_accept_body_replacement:
      'Once confirmed, the replacement will be arranged and cannot be changed.',
    confirm_accept_body_deny:
      'Once confirmed, the case will close with no refund and cannot be changed.',
    reject_reason_label: 'Reason for rejection',
    processing: 'Processing...',
  },
  vendor: {
    pending_section: 'Cases awaiting your response',
    respond_cta: 'Respond to case',
    auto_executed: 'Refund auto-executed — your offer matched the request',
    offer_sent: 'Offer sent to customer',
    offer_outcome_label: 'Offer type',
    offer_amount_label: 'Refund amount (₪)',
    offer_reason_label: 'Explanation',
    offer_submit: 'Send offer',
  },
  escape: {
    title: 'Direct to Support',
    fraud_body:
      'Your case will go directly to the Multideal team, bypassing the vendor. You will not receive a vendor offer.',
    safety_body:
      'Due to the nature of this issue, your case goes directly to the Multideal team. We will be in touch shortly.',
  },
  errors: {
    not_owner: 'You do not have permission to view this case',
    forbidden_status: 'This action is not allowed in the current status',
    over_limit: 'You have reached the reopen limit for this case',
    refund_failed: 'There was an error processing the refund — our team is on it',
    duplicate_open: 'An open case already exists for this purchase',
    not_found: 'Purchase not found — cannot open a case',
    forbidden: 'You do not have permission to open a case for this purchase',
    purchase_not_found: 'Purchase not found',
    submit_error: 'Failed to open case — please try again',
  },
  cross_link_to_tickets:
    "Problem with a purchase? You're in the right place. For general questions not tied to a purchase — contact support",
  open_ticket_cta: 'Open a general ticket',
  page_desc: 'Manage support cases for your purchases',
  new_page_desc: 'Open a support case for your purchase',
  case_page_title: 'Support Case | Multideal',
  case_page_desc: 'Support case details',
} as const;