🔴 Damaged Item🟣 Missing Item🟠 Host Unavailable🟡 Wrong Charges / Refund Issue🔵 General Support Query
Each type pre-routes to the correct admin queue and has a default SLA. · SRS §7.13 FR-51
4
🔎 Ticket Detail — LSS-7310 Evidence Viewer
Opened on ticket row click · Booking lifecycle + chat + photos + statements
Booking Lifecycle (FR-78)
Completed · Jun 7, 6:15 PM · Host Priya Mehta Session SES-89ABC · IP 203.xx
Checked-in · Jun 5, 10:08 AM · Host Priya Mehta OTP verified · 2 Regular + 1 Small bags
Confirmed · Jun 4, 3:22 PM · Auto-accept (Instant Booking)
Booking Created · Jun 4, 3:21 PM · Guest Rahul Sharma
Photo Evidence · SRS §9.2 FR-93
📦
Drop-off Photo
Jun 5 · SCR-19
🧳
Pickup Photo
Jun 7 · Damage visible
💬
Chat Transcript
Phone masked · FR-38
📋 Evidence includes: booking lifecycle (FR-78) · in-app chat transcript (phone masked per FR-38) · drop-off photos from SCR-19 · pickup photos from SCR-20 · guest and host statements. All cloud-stored (FR-93). · SRS §7.13 FR-52
5
⚖️ Resolution Actions
Every resolution action creates FR-48 audit entry + notifies guest and host via email (FR-37). · SRS §7.13 FR-52; §8.7 FR-48; §7.9 FR-37
6
⭐ Review Moderation Sub-Tab
Anon Guest · ⭐☆☆☆☆
⏳ Pending
"Worst experience ever — host threatened me when I complained."
Kevin Patel · ⭐⭐⭐⭐⭐
🚩 Flagged
"[Suspected coordinated fake review — flagged for abuse pattern]"
All moderation actions are audit-logged · SRS §7.8 FR-34; §9.1 FR-87
7
🔒 Support Agent Restricted View
🛡 RBAC Enforced — Support Agent Role · SRS §8.4 FR-65
Visible to Support Agent: Only tickets assigned to them · Add Note · Mark Resolved · Escalate to Admin Hidden from Support Agent: Refund Override tab · Review Moderation tab · Unassigned ticket queue · All tickets of other agents Open Point OP-10: Confirm exact permission boundary with client.
Wireframe Annotations — SCR-29 · Dispute / Support Management
P
Persona: Admin (Full Access) and Support Agent (Restricted) — Admin has full capabilities including refund overrides and review moderation. Support Agent sees only their assigned tickets. RBAC enforced per FR-65. SRS §6.3 Admin; §6.4 Support Agent; §8.4 FR-65
1
Ticket Queue Table — All open disputes and support tickets. Columns: Ticket ID / Issue Type (FR-51 colour-coded) / Guest / Host / Booking ID / Priority (High/Medium/Low) / Status / Assigned To / Opened Date. Multi-filter: type / priority / status / agent. SRS §7.13 FR-51; FR-53; §9.1 FR-88
2
Issue Type Badges (FR-51) — Colour-coded by dispute category: Damaged Item (red) / Missing Item (purple) / Host Unavailable (orange) / Wrong Charges (amber) / General Support Query (blue). Each type has a default SLA and resolution path. SRS §7.13 FR-51
3
Assign to Agent Dropdown — Inline dropdown per ticket row. Assigned agent receives notification. Ticket status changes to In Progress. Support Agents only see tickets assigned to them (FR-65 RBAC). SRS §6.4 Support Agent; §8.4 FR-65; §7.9 FR-37
4
Ticket Detail — Evidence Viewer — Booking lifecycle timeline (FR-78 audit events) / in-app chat transcript (phone numbers masked per FR-38) / drop-off photos from SCR-19 / pickup photos from SCR-20 / guest and host statements. Critical for fair resolution. SRS §7.13 FR-52; §8.7 FR-78; §7.9 FR-38; §9.2 FR-93
5
Resolution Actions — Four buttons: Approve Full Refund / Apply Partial Refund (amount input) / Deny Refund (mandatory reason) / Escalate to Senior Admin. Every action creates FR-48 audit entry and triggers guest + host email notifications (FR-37). SRS §7.13 FR-52; §8.7 FR-48; §7.9 FR-37
6
Review Moderation Sub-Tab — Lists all reviews with moderationStatus = Pending or Flagged. Admin actions: Approve / Remove (mandatory reason) / Request Edit from reviewer. Protects against fake or abusive reviews. Audit-logged. SRS §7.8 FR-34; §9.1 FR-87
7
Support Agent Restricted View — RBAC enforced: Support Agent sees only their assigned tickets. Refund override and review moderation tabs are hidden. Available actions: Add Note / Mark Resolved / Escalate. Open point OP-10: confirm exact permission boundary. SRS §6.4 Support Agent; §8.4 FR-65; Open point OP-10