Incidents and reporting

[Paul-Eraman-CoopCycle]

Due to the coopcycle/coopcycle-web#3577 issue that requires us to implement reusable packaging, we need to have a way for a courier or restaurant to "approve" the packaging both on pickup of a food delivery order (this hamburger was supposed to only use pacakgingtypeX but we ran out of that one so we used packagingtypeY instead) and also when picking up packaging from a client later (client was delivered packagingtypeX and Y, but lost X and only returned Y). This also creates the reality where important information must be "associated" with both an order/delivery and also with a user (when they return packagingtypeX we must return them the money as a store credit, but not if not)

We want to implement this feature in a way that functions for all types of deliveries/orders on the platform, not just this one use case, or we will find ourselves with more technical debt and a feature that doesn´t function in the real world.

Existing issues that deal with related problems categorized loosely by type

1. General and predictable incidents: someone is not at home, the store is making me wait when I shouldn't have to, the box is a large box not a medium box...etc
   In order to [objectify couriers waiting time], I want to [add a "WAITING" button in the application]. coopcycle-web#3455

2. Fixing mistakes: I closed the task by accident, I forgot to add a photo (if we have incidents, I forgot to add the incident)
   In order to [save dispatching time] As a [courier], I want [a way to handle "too quickly validated" tasks]. coopcycle-app#1463
   https://github.com/coopcycle/coopcycle-app/issues/830
   In order to correct a mistake from a courier, I want a comment section available after the task is validated coopcycle-web#2799

3. Associating certain information with a task or user in order to alert other users: a food delivery customer is a VIP we need to be careful with, this local commerce pickup made me wait 10 minutes when it should have been ready when I arrived
   In order to [better manage delivery information] As a [courier], I want to [draw dispatch's attention when I add an important comment to a task]. coopcycle-app#1464
   If it was possible to be able to tag customer accounts. Such customer is a regular customer, such customer has had a delivery problem ... coopcycle-web#2686
   "comment" icon on tasks in administration panel coopcycle-web#3528

4. Being able to navigate between the logistics, the history, and the users interfaces of the platform: be able to click on a username in a task that is open in the admin dashboard and it takes me to the user's profile with their order history and previous incidents
   Link to task on activity page coopcycle-web#611
   Be able to download a POD for a pick up task coopcycle-web#3506

5. Having a usable order history: I am a B2B client who would like to be able to know more about the status of my delivery in route
   Generate a checkout summary for delivery  coopcycle-web#195

With some discussion, it has become clear that what we are really starting to talk about is the implementation of a whole new large-scale epic in CoopCycle that would bring together existing information about deliveries (from the activities page), created incidents from couriers, created incidents by clients, and bring them together in a way that is visible for administrators, dispatchers, future couriers, and clients depending on their need. Some examples of this would be

1. A dispatcher identifying a specific food tech client as a VIP due to an order arriving badly. On their next order, the restaurant, dispatcher, and courier have a visual flag that alerts them to the VIP status and can link to the earlier incident (user profile with previous orders and incidents)
2. A courier having an incident report form where they can modify the selected packages of the delivery (ex: from small to large) which then changes the dynamically created price in the CoopCycle database for invoicing.

Existing issues that are related to this concept
coopcycle/coopcycle-web#50
coopcycle/coopcycle-web#1857
coopcycle/coopcycle-web#3619
coopcycle/coopcycle-web#3613

We would need to visualize this somehow!
coopcycle/coopcycle-web#3540

How do we go about doing all of this? Practically speaking, this is the parallel implementation of a few new features

1. A incidents report feature that a courier could open when finishing a delivery, or after finishing a delivery, that would allow them to associate certain information with the delivery and modify the characteristics of the delivery.
   1.A - Associate certain information: Much like package groups or prices, there can be pre-created dropdown lists with common incidents such as client not at home. These lists could be created by the cooperative and associated with specific B2B clients. For some clients this incident report could be made mandatory to complete when closing a task, or could simply be available for any delivery and the courier would have to open it. This incident report should have a time log associated with it, but should be able to used after a task is closed (maybe you have left, then the client calls and they are around the corner. Maybe you forgot to upload the photo, etc)
   1.B - Modify characteristics of the delivery means that if a client has made an order with a "small" package but you arrive and it is "large", the courier and dispatch should be able to modify this product, and thereby change the price calculation for the delivery.
   1.C - In food delivery, this same feature should be used to create an incident report form for final customers who want to complain that their food arrived cold, late, or whatever else, with a predetermined series of questions or options as well as a general comment field.

2. Associating information to clients (B2C and B2B) that is then visible to various users. This would have to be part of a larger rethinking of the entire way that we access the user database and interact with it, and perhaps we should use Stripe as inspiration
   2.A - Tag platform customers as "VIP", "Had an incident, please be careful", and "Problem client" so that when they place an order, this information is visually presented to restaurants in the order dashboard, riders in the map and task list in the app, dispatchers in the admin panel and orders dashboard, and administrators in the user profile

3. A thread associated with each delivery/order that shows the entire history of the delivery/order. Right now when I open an order on the platform such as this one, we can see partial information about the order and its status, as well as a payment link. This feature would create an thread like in the below photos, where the actions taken upon the delivery/order are visible. Every action should be visible here, from assignation, to a failed delivery being finished once a client has called and clarified the delivery address, and the proof of delivery.

4. An incidents dashboard for administrators/dispatchers as well as B2C shop clients for their delivery/orders where you can review only the delivery/orders that have had an incident (even adding a comment to a delivery/order should count as an incident). This would be as simple as having a filter in the orders history dashboard.
   It would be important that modifications to an order in Stripe such as a reimbursement would be visible in this thread, which means some type of API between the two platforms that we do not currently have.

[0bi0ne1312]

The notion of picking up reusable packaging at the destination to get back to the supplier is really a good point.
I already worked with a specialized supermarket that work only with reusable recipient that we had to get back to our office and it was only working on trust between us and the clients.
So it could be a good point to make it happen on the application. Same thing for returnable recipient as bottles that are more and more on the market (and a good point on a social / environmental aspect)