Workflow idea: customer dispute review packet

[MattyMailers]

Workflow

Add a customer dispute/review workflow for cases where a customer complains after a move and the operator needs to quickly understand what happened.

The agent should be able to take a quote/job number, customer name, phone/email, or screenshot details, then pull together a full review packet.

Example from ops

Visible details from a field screenshot:

• Quote/job: 10685-1
• Move: Moving - Josh Simmons
• Branch: Colorado Springs
• Date/time: Saturday, May 23, 8:30 AM to 4:30 PM
• Customer: Josh Simmons
• Rate shown: Non-Binding Hourly $339.00
• Estimated time: 8
• Estimated volume: 1800.00 cuft
• Origin: 1306 Holland Park Boulevard, Colorado Springs, CO 80907
• Destination: 4770 Spacewalk Way, Colorado Springs, CO 80916
• Notes visible: alley parking, 1 stairs at origin and destination, bring tools

Use fake/sanitized examples in docs/tests. Do not commit real recordings or customer data.

Proposed CLI/MCP behavior

Suggested CLI:

smartmoving dispute 10685-1 --include-calls --json
smartmoving dispute 10685-1 --summary
smartmoving review customer --quote 10685-1 --from-calls ./calls/

Suggested MCP/workflow tool:

review_customer_dispute

Inputs:

• quote number or opportunity/job ID
• optional customer name/phone/email
• optional date range
• optional call recording transcript paths or call IDs
• optional include payments/materials/audit flags

Output:

• estimate summary: quoted rate, estimated hours, estimated volume, origin/destination details
• final charge summary: actual labor time, charges, payments, materials, fees, discounts
• delta analysis: estimated vs charged, expected vs actual hours, added services/materials, travel, stairs, wait time, valuation, supplies
• call review: what was promised, objections, warnings, price language, disputed claims
• SmartMoving audit timeline: notes, updates, payments, documents, follow-ups
• gaps: missing notes, missing recordings, missing material details, empty actual materials for 2.0 jobs, unsupported endpoint caveats
• recommended operator response draft

Why it matters

This turns customer complaints from a panic dig through CRM, calendar, call recordings, and invoices into a structured forensic packet. It helps iHaul iMove identify whether the issue was sales expectation-setting, dispatch execution, crew notes, material billing, estimate quality, or customer misunderstanding.

Safety

• Never include raw customer recordings or production CRM data in repo fixtures.
• Use local-only transcript paths or user-provided files.
• Redact customer PII in generated shareable summaries unless explicitly requested.
• Read-only by default.