@prefix rdf: <http://www.w3.org/1999/02/22-rdf-syntax-ns#> .
@prefix rdfs: <http://www.w3.org/2000/01/rdf-schema#> .
@prefix schema: <https://schema.org/> .
@prefix dpp: <https://ns.verisav.fr/dpp#> .
@prefix rma: <https://ns.verisav.fr/rma#> .
@prefix xsd: <http://www.w3.org/2001/XMLSchema#> .
@prefix dcterms: <http://purl.org/dc/terms/> .

# ============================================================================
# Example: Service Ticket with Dispute and Resolution
# This example demonstrates a ticket with a dispute (product arrived broken)
# and its resolution (exchange)
# Product: Electronic device
# ============================================================================

<https://verisav.fr/data/rma-examples/ticket-with-dispute#ticket>
    a rma:Ticket ;
    dcterms:title "Service Ticket - Broken Product"@en, "Ticket SAV - Produit Cassé"@fr ;
    rma:ticketNumber "TICKET-2025-05678" ;
    rma:ticketStatus "resolved" ;
    rma:ticketPriority "high" ;
    rma:ticketCreatedDate "2025-10-20T09:15:00+02:00"^^xsd:dateTime ;
    rma:ticketClosedDate "2025-10-25T16:30:00+02:00"^^xsd:dateTime ;
    
    # Product concerned
    rma:concernsProduct <https://verisav.fr/data/rma-examples/ticket-with-dispute#product> ;
    
    # Requested by consumer
    rma:requestedBy <https://verisav.fr/data/rma-examples/ticket-with-dispute#consumer> ;
    
    # Handled by retailer
    rma:handledBy <https://verisav.fr/data/rma-examples/ticket-with-dispute#retailer> ;
    
    # Dispute
    rma:hasDispute <https://verisav.fr/data/rma-examples/ticket-with-dispute#dispute> ;
    
    # Resolution
    rma:hasResolution <https://verisav.fr/data/rma-examples/ticket-with-dispute#resolution> ;
    
    # Messages in conversation
    rma:hasMessage <https://verisav.fr/data/rma-examples/ticket-with-dispute#message1> ;
    rma:hasMessage <https://verisav.fr/data/rma-examples/ticket-with-dispute#message2> ;
    rma:hasMessage <https://verisav.fr/data/rma-examples/ticket-with-dispute#message3> .

<https://verisav.fr/data/rma-examples/ticket-with-dispute#product>
    a dpp:ProductPassport, schema:Product ;
    schema:name "Wireless Headphones" ;
    schema:sku "WH-2025-BLK" ;
    schema:brand [
        a schema:Brand ;
        schema:name "AudioTech"
    ] .

<https://verisav.fr/data/rma-examples/ticket-with-dispute#consumer>
    a schema:Person ;
    schema:name "Pierre Martin" ;
    schema:email "pierre.martin@example.com" .

<https://verisav.fr/data/rma-examples/ticket-with-dispute#retailer>
    a schema:Organization ;
    schema:name "ElectroStore" ;
    schema:url "https://www.electrostore.example" .

<https://verisav.fr/data/rma-examples/ticket-with-dispute#dispute>
    a rma:Dispute ;
    rma:disputeType "damaged_shipping" ;
    rma:disputeDescription "Product arrived with visible damage - right earpiece not working. Box was damaged during shipping."@en, "Produit arrivé avec dommage visible - écouteur droit ne fonctionne pas. Boîte endommagée pendant l'expédition."@fr ;
    rma:disputeDate "2025-10-20T09:15:00+02:00"^^xsd:dateTime .

<https://verisav.fr/data/rma-examples/ticket-with-dispute#resolution>
    a rma:Resolution ;
    rma:resolutionType "exchange" ;
    rma:resolutionDescription "New product shipped to customer with expedited delivery"@en, "Nouveau produit expédié au client avec livraison express"@fr ;
    rma:resolutionDate "2025-10-22T14:00:00+02:00"^^xsd:dateTime ;
    rma:resolutionStatus "applied" .

<https://verisav.fr/data/rma-examples/ticket-with-dispute#message1>
    a rma:Message ;
    rma:messageText "Hello, I received my order today but the headphones are broken. The right earpiece doesn't work and the box was damaged."@en, "Bonjour, j'ai reçu ma commande aujourd'hui mais les écouteurs sont cassés. L'écouteur droit ne fonctionne pas et la boîte était endommagée."@fr ;
    rma:messageDate "2025-10-20T09:15:00+02:00"^^xsd:dateTime ;
    rma:messageType "customer_message" ;
    rma:isInternal false ;
    rma:authoredBy <https://verisav.fr/data/rma-examples/ticket-with-dispute#consumer> .

<https://verisav.fr/data/rma-examples/ticket-with-dispute#message2>
    a rma:Message ;
    rma:messageText "We apologize for the inconvenience. We'll send you a replacement immediately with expedited shipping. Please keep the damaged item, we'll arrange pickup."@en, "Nous nous excusons pour le désagrément. Nous allons vous envoyer un remplacement immédiatement avec expédition express. Veuillez garder l'article endommagé, nous organiserons la collecte."@fr ;
    rma:messageDate "2025-10-20T11:30:00+02:00"^^xsd:dateTime ;
    rma:messageType "support_response" ;
    rma:isInternal false ;
    rma:authoredBy <https://verisav.fr/data/rma-examples/ticket-with-dispute#retailer> .

<https://verisav.fr/data/rma-examples/ticket-with-dispute#message3>
    a rma:Message ;
    rma:messageText "Thank you! I received the replacement and it works perfectly. Ticket can be closed."@en, "Merci ! J'ai reçu le remplacement et il fonctionne parfaitement. Le ticket peut être fermé."@fr ;
    rma:messageDate "2025-10-25T14:00:00+02:00"^^xsd:dateTime ;
    rma:messageType "customer_message" ;
    rma:isInternal false ;
    rma:authoredBy <https://verisav.fr/data/rma-examples/ticket-with-dispute#consumer> .