Add evidence matrix for Product Not Received + Booking/Reservation disputes (#11271)

Co-authored-by: Claude Opus 4.5 <noreply@anthropic.com>
Co-authored-by: Francesco <frosso@users.noreply.github.com>

Author: 3 people

changelog/woopmnt-5431-booking-reservation-product-not-received-purchase-info-page

@@ -0,0 +1,4 @@
+Significance: patch
+Type: update
+
+Update evidence matrix for Product Not Received + Booking/Reservation disputes

client/disputes/new-evidence/__tests__/cover-letter-generator.test.ts

@@ -302,20 +302,72 @@ describe( 'Cover Letter Generator', () => {
 			expect( result ).toContain( 'Cancellation logs (Attachment B)' );
 		} );
 
-		it( 'should not include "Cancellation logs" for non-subscription_canceled disputes', () => {
-			const nonSubscriptionDispute: ExtendedDispute = {
+		it( 'should not include cancellation_rebuttal for disputes other than subscription_canceled or product_not_received', () => {
+			const generalDispute: ExtendedDispute = {
+				...mockDispute,
+				reason: 'general' as DisputeReason,
+				evidence: {
+					receipt: 'receipt_url',
+					cancellation_rebuttal: 'cancellation_rebuttal_url',
+				},
+			};
+			const result = generateAttachments( generalDispute );
+			expect( result ).toContain( 'Order receipt (Attachment A)' );
+			expect( result ).not.toContain( 'Cancellation logs' );
+			expect( result ).not.toContain( 'Cancellation confirmation' );
+		} );
+
+		it( 'should include "Cancellation confirmation" for product_not_received disputes when cancellation_rebuttal is provided', () => {
+			const productNotReceivedDispute: ExtendedDispute = {
 				...mockDispute,
 				reason: 'product_not_received' as DisputeReason,
 				evidence: {
 					receipt: 'receipt_url',
 					cancellation_rebuttal: 'cancellation_rebuttal_url',
 				},
 			};
-			const result = generateAttachments( nonSubscriptionDispute );
+			const result = generateAttachments( productNotReceivedDispute );
 			expect( result ).toContain( 'Order receipt (Attachment A)' );
+			expect( result ).toContain(
+				'Cancellation confirmation (Attachment B)'
+			);
 			expect( result ).not.toContain( 'Cancellation logs' );
 		} );
 
+		it( 'should use "Item condition" label for service_documentation in non-product_not_received disputes', () => {
+			const generalDispute: ExtendedDispute = {
+				...mockDispute,
+				reason: 'general' as DisputeReason,
+				evidence: {
+					receipt: 'receipt_url',
+					service_documentation: 'service_documentation_url',
+				},
+			};
+			const result = generateAttachments( generalDispute );
+			expect( result ).toContain( 'Order receipt (Attachment A)' );
+			expect( result ).toContain( 'Item condition (Attachment B)' );
+			expect( result ).not.toContain(
+				'Reservation or booking confirmation'
+			);
+		} );
+
+		it( 'should use "Reservation or booking confirmation" label for service_documentation in product_not_received disputes', () => {
+			const productNotReceivedDispute: ExtendedDispute = {
+				...mockDispute,
+				reason: 'product_not_received' as DisputeReason,
+				evidence: {
+					receipt: 'receipt_url',
+					service_documentation: 'service_documentation_url',
+				},
+			};
+			const result = generateAttachments( productNotReceivedDispute );
+			expect( result ).toContain( 'Order receipt (Attachment A)' );
+			expect( result ).toContain(
+				'Reservation or booking confirmation (Attachment B)'
+			);
+			expect( result ).not.toContain( 'Item condition' );
+		} );
+
 		it( 'should use "Terms of service" label for cancellation_policy in subscription_canceled disputes', () => {
 			const subscriptionCanceledDispute: ExtendedDispute = {
 				...mockDispute,

client/disputes/new-evidence/__tests__/recommended-document-fields.test.ts

@@ -459,6 +459,59 @@ describe( 'Recommended Documents', () => {
 				expect( result[ 4 ].key ).toBe( 'uncategorized_file' ); // Other documents
 				expect( result[ 4 ].label ).toBe( 'Other documents' );
 			} );
+
+			it( 'should return matrix fields for product_not_received + booking_reservation when feature flag is enabled', () => {
+				global.wcpaySettings.featureFlags.isDisputeAdditionalEvidenceTypesEnabled = true;
+
+				const result = getRecommendedDocumentFields(
+					'product_not_received',
+					undefined,
+					undefined,
+					'booking_reservation'
+				);
+
+				// Matrix entry for product_not_received + booking_reservation
+				expect( result ).toHaveLength( 5 );
+				expect( result[ 0 ].key ).toBe( 'receipt' );
+				expect( result[ 0 ].label ).toBe( 'Order receipt' );
+				expect( result[ 0 ].description ).toBe(
+					"A copy of the customer's receipt, which can be found in the receipt history for this transaction."
+				);
+				expect( result[ 1 ].key ).toBe( 'customer_communication' ); // Base field
+				expect( result[ 2 ].key ).toBe( 'service_documentation' );
+				expect( result[ 2 ].label ).toBe(
+					'Reservation or booking confirmation'
+				);
+				expect( result[ 2 ].description ).toBe(
+					'Any documents showing the service completion, attendance or reservation confirmation.'
+				);
+				expect( result[ 3 ].key ).toBe( 'cancellation_rebuttal' ); // Cancellation confirmation
+				expect( result[ 3 ].label ).toBe( 'Cancellation confirmation' );
+				expect( result[ 3 ].description ).toBe(
+					'Documents showing the product or service was canceled, such as cancellation logs, confirmation emails, or account records.'
+				);
+				expect( result[ 4 ].key ).toBe( 'uncategorized_file' ); // Other documents
+				expect( result[ 4 ].label ).toBe( 'Other documents' );
+			} );
+
+			it( 'should fall back to trunk product_not_received fields for physical_product when feature flag is enabled', () => {
+				global.wcpaySettings.featureFlags.isDisputeAdditionalEvidenceTypesEnabled = true;
+
+				const result = getRecommendedDocumentFields(
+					'product_not_received',
+					undefined,
+					undefined,
+					'physical_product'
+				);
+
+				// Should fall back to trunk product_not_received fields since no matrix entry for physical_product
+				expect( result ).toHaveLength( 5 );
+				expect( result[ 0 ].key ).toBe( 'receipt' );
+				expect( result[ 1 ].key ).toBe( 'customer_communication' );
+				expect( result[ 2 ].key ).toBe( 'customer_signature' );
+				expect( result[ 3 ].key ).toBe( 'refund_policy' );
+				expect( result[ 4 ].key ).toBe( 'uncategorized_file' );
+			} );
 		} );
 
 		describe( 'Visa Compliance (noncompliant) reason', () => {

client/disputes/new-evidence/cover-letter-generator.ts

@@ -125,6 +125,14 @@ export const generateAttachments = (
 		{
 			key: DOCUMENT_FIELD_KEYS.SERVICE_DOCUMENTATION,
 			label: __( 'Item condition', 'woocommerce-payments' ),
+			// For product_not_received disputes, this field is labeled "Reservation or booking confirmation"
+			labelForReasons: {
+				reasons: [ 'product_not_received' ],
+				label: __(
+					'Reservation or booking confirmation',
+					'woocommerce-payments'
+				),
+			},
 		},
 		{
 			// For non-fraudulent disputes, "Subscription logs" appears in its original position
@@ -135,7 +143,15 @@ export const generateAttachments = (
 		{
 			key: DOCUMENT_FIELD_KEYS.CANCELLATION_REBUTTAL,
 			label: __( 'Cancellation logs', 'woocommerce-payments' ),
-			onlyForReasons: [ 'subscription_canceled' ],
+			onlyForReasons: [ 'subscription_canceled', 'product_not_received' ],
+			// For product_not_received disputes, this field is labeled "Cancellation confirmation"
+			labelForReasons: {
+				reasons: [ 'product_not_received' ],
+				label: __(
+					'Cancellation confirmation',
+					'woocommerce-payments'
+				),
+			},
 		},
 		{
 			key: DOCUMENT_FIELD_KEYS.CANCELLATION_POLICY,

client/disputes/new-evidence/evidence-matrix.ts

@@ -235,6 +235,56 @@ const getSubscriptionCanceledMatrix = (): {
 	],
 } );
 
+/**
+ * Get evidence matrix entries for product_not_received disputes.
+ */
+const getProductNotReceivedMatrix = (): {
+	[ productType: string ]: Array< RecommendedDocument >;
+} => ( {
+	// Booking/Reservation product type
+	booking_reservation: [
+		{
+			key: DOCUMENT_FIELD_KEYS.RECEIPT,
+			label: __( 'Order receipt', 'woocommerce-payments' ),
+			description: __(
+				"A copy of the customer's receipt, which can be found in the receipt history for this transaction.",
+				'woocommerce-payments'
+			),
+			order: 10,
+		},
+		{
+			key: DOCUMENT_FIELD_KEYS.SERVICE_DOCUMENTATION,
+			label: __(
+				'Reservation or booking confirmation',
+				'woocommerce-payments'
+			),
+			description: __(
+				'Any documents showing the service completion, attendance or reservation confirmation.',
+				'woocommerce-payments'
+			),
+			order: 25,
+		},
+		{
+			key: DOCUMENT_FIELD_KEYS.CANCELLATION_REBUTTAL,
+			label: __( 'Cancellation confirmation', 'woocommerce-payments' ),
+			description: __(
+				'Documents showing the product or service was canceled, such as cancellation logs, confirmation emails, or account records.',
+				'woocommerce-payments'
+			),
+			order: 30,
+		},
+		{
+			key: DOCUMENT_FIELD_KEYS.UNCATEGORIZED_FILE,
+			label: __( 'Other documents', 'woocommerce-payments' ),
+			description: __(
+				'Any other relevant documents that will support your case.',
+				'woocommerce-payments'
+			),
+			order: 100,
+		},
+	],
+} );
+
 /**
  * Get evidence matrix entries for fraudulent disputes.
  */
@@ -277,6 +327,7 @@ const getFraudulentMatrix = (): {
  */
 export const evidenceMatrix: EvidenceMatrix = {
 	fraudulent: getFraudulentMatrix(),
+	product_not_received: getProductNotReceivedMatrix(),
 	subscription_canceled: getSubscriptionCanceledMatrix(),
 	duplicate: getDuplicateMatrix(),
 };