Transaction Details → Show steps to resolve for inquiries

changelog/add-7245-transaction-details-inquiry-steps-to-resolve

@@ -0,0 +1,5 @@
+Significance: patch
+Type: add
+Comment: Behind feature flag: add steps to resolve section to the transaction dispute details
+
+

client/payment-details/dispute-details/dispute-awaiting-response-details.tsx

@@ -31,7 +31,7 @@ import { getAdminUrl } from 'wcpay/utils';
 import DisputeNotice from './dispute-notice';
 import IssuerEvidenceList from './evidence-list';
 import DisputeSummaryRow from './dispute-summary-row';
-import DisputeSteps from './dispute-steps';
+import { DisputeSteps, InquirySteps } from './dispute-steps';
 import InlineNotice from 'components/inline-notice';
 import './style.scss';
 
@@ -53,8 +53,8 @@ const DisputeAwaitingResponseDetails: React.FC< Props > = ( {
 	const dueBy = moment.unix( dispute.evidence_details?.due_by ?? 0 );
 	const countdownDays = Math.floor( dueBy.diff( now, 'days', true ) );
 	const hasStagedEvidence = dispute.evidence_details?.has_evidence;
-	// This is a temporary restriction and can be removed once steps and actions for inquiries are implemented.
-	const showDisputeStepsAndActions = ! isInquiry( dispute );
+	// This is a temporary restriction and can be removed once actions for inquiries are implemented.
+	const showDisputeActions = ! isInquiry( dispute );
 
 	const onModalClose = () => {
 		setModalOpen( false );
@@ -76,24 +76,28 @@ const DisputeAwaitingResponseDetails: React.FC< Props > = ( {
 							) }
 						</InlineNotice>
 					) }
-					<DisputeSummaryRow
-						dispute={ dispute }
-						daysRemaining={ countdownDays }
-					/>
-					{ showDisputeStepsAndActions && (
+					<DisputeSummaryRow dispute={ dispute } />
+
+					{ isInquiry( dispute ) ? (
+						<InquirySteps
+							dispute={ dispute }
+							customer={ customer }
+							chargeCreated={ chargeCreated }
+						/>
+					) : (
 						<DisputeSteps
 							dispute={ dispute }
 							customer={ customer }
 							chargeCreated={ chargeCreated }
-							daysRemaining={ countdownDays }
 						/>
 					) }
+
 					<IssuerEvidenceList
 						issuerEvidence={ dispute.issuer_evidence }
 					/>
 
 					{ /* Dispute Actions */ }
-					{ showDisputeStepsAndActions && (
+					{ showDisputeActions && (
 						<div className="transaction-details-dispute-details-body__actions">
 							<Link
 								href={

client/payment-details/dispute-details/dispute-due-by-date.tsx

@@ -0,0 +1,57 @@
+/**
+ * External dependencies
+ */
+import React from 'react';
+import { dateI18n } from '@wordpress/date';
+import { __, _n, sprintf } from '@wordpress/i18n';
+import classNames from 'classnames';
+import moment from 'moment';
+
+/**
+ * Internal dependencies
+ */
+import type { EvidenceDetails } from 'wcpay/types/disputes';
+
+const DisputeDueByDate: React.FC< {
+	dueBy: EvidenceDetails[ 'due_by' ];
+} > = ( { dueBy } ) => {
+	const daysRemaining = Math.floor(
+		moment.unix( dueBy ).diff( moment(), 'days', true )
+	);
+	const respondByDate = dateI18n(
+		'M j, Y, g:ia',
+		moment( dueBy * 1000 ).toISOString()
+	);
+	return (
+		<span className="dispute-steps__steps__response-date">
+			{ respondByDate }
+			<span
+				className={ classNames( {
+					'dispute-steps__steps__response-date--urgent':
+						daysRemaining < 3,
+					'dispute-steps__steps__response-date--warning':
+						daysRemaining < 7 && daysRemaining > 2,
+				} ) }
+			>
+				{ daysRemaining > 0 &&
+					sprintf(
+						// Translators: %s is the number of days left to respond to the dispute.
+						_n(
+							'(%s day left to respond)',
+							'(%s days left to respond)',
+							daysRemaining,
+							'woocommerce-payments'
+						),
+						daysRemaining
+					) }
+
+				{ daysRemaining === 0 &&
+					__( '(Last day today)', 'woocommerce-payments' ) }
+				{ daysRemaining < 0 &&
+					__( '(Past due)', 'woocommerce-payments' ) }
+			</span>
+		</span>
+	);
+};
+
+export default DisputeDueByDate;

client/payment-details/dispute-details/dispute-steps.tsx

@@ -4,13 +4,12 @@
  * External dependencies
  */
 import React from 'react';
-import { __, _n, sprintf } from '@wordpress/i18n';
+import { __, sprintf } from '@wordpress/i18n';
 import { createInterpolateElement } from '@wordpress/element';
 import { ExternalLink } from '@wordpress/components';
 import { dateI18n } from '@wordpress/date';
 import moment from 'moment';
 import HelpOutlineIcon from 'gridicons/dist/help-outline';
-import classNames from 'classnames';
 
 /**
  * Internal dependencies
@@ -20,19 +19,18 @@ import { ChargeBillingDetails } from 'wcpay/types/charges';
 import { formatExplicitCurrency } from 'utils/currency';
 import { ClickTooltip } from 'wcpay/components/tooltip';
 import { getDisputeFeeFormatted } from 'wcpay/disputes/utils';
+import DisputeDueByDate from './dispute-due-by-date';
 
 interface Props {
 	dispute: Dispute;
 	customer: ChargeBillingDetails | null;
 	chargeCreated: number;
-	daysRemaining: number;
 }
 
-const DisputeSteps: React.FC< Props > = ( {
+export const DisputeSteps: React.FC< Props > = ( {
 	dispute,
 	customer,
 	chargeCreated,
-	daysRemaining,
 } ) => {
 	let emailLink;
 	if ( customer?.email ) {
@@ -72,13 +70,6 @@ const DisputeSteps: React.FC< Props > = ( {
 		) }&body=${ encodeURIComponent( emailBody ) }`;
 	}
 
-	const respondByDate = dispute.evidence_details?.due_by
-		? dateI18n(
-				'M j, Y, g:ia',
-				moment( dispute.evidence_details?.due_by * 1000 ).toISOString()
-		  )
-		: '–';
-
 	return (
 		<div className="dispute-steps">
 			<div className="dispute-steps__header">
@@ -124,11 +115,11 @@ const DisputeSteps: React.FC< Props > = ( {
 				<li>
 					{ createInterpolateElement(
 						__(
-							'Challenge <challengeicon/> or accept <accepticon/> the dispute by <disputeduedate/>.',
+							'Challenge <challengeIcon/> or accept <acceptIcon/> the dispute by <dueByDate/>.',
 							'woocommerce-payments'
 						),
 						{
-							challengeicon: (
+							challengeIcon: (
 								<ClickTooltip
 									buttonIcon={ <HelpOutlineIcon /> }
 									buttonLabel={ __(
@@ -141,7 +132,7 @@ const DisputeSteps: React.FC< Props > = ( {
 									) }
 								/>
 							),
-							accepticon: (
+							acceptIcon: (
 								<ClickTooltip
 									buttonIcon={ <HelpOutlineIcon /> }
 									buttonLabel={ __(
@@ -161,35 +152,10 @@ const DisputeSteps: React.FC< Props > = ( {
 									) }
 								/>
 							),
-							disputeduedate: (
-								<span className="dispute-steps__steps__response-date">
-									{ respondByDate }
-									<span
-										className={ classNames( {
-											'dispute-steps__steps__response-date--urgent':
-												daysRemaining < 3,
-											'dispute-steps__steps__response-date--warning':
-												daysRemaining < 7 &&
-												daysRemaining > 2,
-										} ) }
-									>
-										{ daysRemaining === 0
-											? __(
-													'(Last day today)',
-													'woocommerce-payments'
-											  )
-											: sprintf(
-													// Translators: %s is the number of days left to respond to the dispute.
-													_n(
-														'(%s day left to respond)',
-														'(%s days left to respond)',
-														daysRemaining,
-														'woocommerce-payments'
-													),
-													daysRemaining
-											  ) }
-									</span>
-								</span>
+							dueByDate: (
+								<DisputeDueByDate
+									dueBy={ dispute.evidence_details.due_by }
+								/>
 							),
 						}
 					) }
@@ -199,4 +165,114 @@ const DisputeSteps: React.FC< Props > = ( {
 	);
 };
 
-export default DisputeSteps;
+export const InquirySteps: React.FC< Props > = ( {
+	dispute,
+	customer,
+	chargeCreated,
+} ) => {
+	let emailLink;
+	if ( customer?.email ) {
+		const chargeDate = dateI18n(
+			'Y-m-d',
+			moment( chargeCreated * 1000 ).toISOString()
+		);
+		const disputeDate = dateI18n(
+			'Y-m-d',
+			moment( dispute.created * 1000 ).toISOString()
+		);
+		const emailSubject = sprintf(
+			// Translators: %1$s is the store name, %2$s is the charge date.
+			__(
+				`Problem with your purchase from %1$s on %2$s?`,
+				'woocommerce-payments'
+			),
+			wcpaySettings.storeName,
+			chargeDate
+		);
+		const customerName = customer?.name || '';
+		const emailBody = sprintf(
+			// Translators: %1$s is the customer name, %2$s is the dispute date, %3$s is the dispute amount with currency-code e.g. $15 USD, %4$s is the charge date.
+			__(
+				`Hello %1$s\n\n` +
+					`We noticed that on %2$s, you disputed a %3$s charge on %4$s. We wanted to contact you to make sure everything was all right with your purchase and see if there's anything else we can do to resolve any problems you might have had.\n\n` +
+					`Alternatively, if the dispute was a mistake, you can easily withdraw it by calling the number on the back of your card. Thank you so much - we appreciate your business and look forward to working with you.`,
+				'woocommerce-payments'
+			),
+			customerName,
+			disputeDate,
+			formatExplicitCurrency( dispute.amount, dispute.currency ),
+			chargeDate
+		);
+		emailLink = `mailto:${ customer.email }?subject=${ encodeURIComponent(
+			emailSubject
+		) }&body=${ encodeURIComponent( emailBody ) }`;
+	}
+
+	return (
+		<div className="dispute-steps">
+			<div className="dispute-steps__header">
+				{ __( 'Steps to resolve:', 'woocommerce-payments' ) }
+			</div>
+			<ol className="dispute-steps__steps">
+				<li>
+					{ customer?.email
+						? createInterpolateElement(
+								__(
+									'<a>Email the customer</a> to identify the issue and work towards a resolution where possible.',
+									'woocommerce-payments'
+								),
+								{
+									a: (
+										// eslint-disable-next-line jsx-a11y/anchor-has-content
+										<a
+											target="_blank"
+											rel="noopener noreferrer"
+											href={ emailLink }
+										/>
+									),
+								}
+						  )
+						: __(
+								'Email the customer to identify the issue and work towards a resolution where possible.',
+								'woocommerce-payments'
+						  ) }
+				</li>
+				<li>
+					{ createInterpolateElement(
+						__(
+							'Submit evidence <submitEvidenceIcon/> or issue a refund by <dueByDate/>.',
+							'woocommerce-payments'
+						),
+						{
+							submitEvidenceIcon: (
+								<ClickTooltip
+									buttonIcon={ <HelpOutlineIcon /> }
+									buttonLabel={ __(
+										'Submit evidence',
+										'woocommerce-payments'
+									) }
+									content={ createInterpolateElement(
+										__(
+											"To submit evidence, provide documentation that supports your case. Keep in mind that submitting evidence doesn't ensure a favorable outcome. If the cardholder agrees to withdraw the inquiry, you'll still need to officially submit your evidence to prevent bank escalation. <learnMoreLink>Learn more</learnMoreLink>",
+											'woocommerce-payments'
+										),
+										{
+											learnMoreLink: (
+												<ExternalLink href="https://woocommerce.com/document/woopayments/fraud-and-disputes/managing-disputes/#inquiries" />
+											),
+										}
+									) }
+								/>
+							),
+							dueByDate: (
+								<DisputeDueByDate
+									dueBy={ dispute.evidence_details.due_by }
+								/>
+							),
+						}
+					) }
+				</li>
+			</ol>
+		</div>
+	);
+};