/* Complaints (window.CMP) – customer wizard, case view and the admin desk. Prefix cp-. Mobile first. */
.cp-wrap{max-width:1080px;margin:0 auto;padding:0 0 40px}
.cp-head{display:flex;justify-content:space-between;align-items:flex-start;gap:16px;flex-wrap:wrap;margin:0 0 14px}
.cp-head .ck-h1{margin:0 0 4px}.cp-head .ck-sub{margin:0}
.cp-h2{font-size:1.25rem;margin:22px 0 10px;font-family:Jost,Arial,sans-serif}
.cp-note{background:var(--ice,#EBF5F5);border-left:4px solid var(--deep,#1F7F81);padding:10px 14px;border-radius:8px;font-size:.9rem;margin:0 0 16px}
.cp-note.warn{background:#FFF6E5;border-left-color:var(--amber,#E8A33D)}
.cp-sub{margin:-4px 0 12px;font-size:.9rem}
.cp-draft{display:flex;justify-content:space-between;align-items:center;gap:12px;flex-wrap:wrap;background:#FFF6E5;border:1px solid #F1D9A6;border-radius:10px;padding:10px 14px;margin:0 0 14px;font-size:.92rem}
.cp-cases{display:grid;gap:10px}
.cp-case{display:grid;grid-template-columns:1fr;gap:6px;padding:12px 14px;border:1px solid var(--line,#E3EDEC);border-radius:12px;background:#fff;cursor:pointer;text-decoration:none;color:inherit;text-align:left}
.cp-case:hover,.cp-case:focus-visible{border-color:var(--deep,#1F7F81);box-shadow:0 2px 12px rgba(31,127,129,.12);outline:none}
.cp-case.unread{border-left:4px solid var(--amber,#E8A33D)}
.cp-c1{display:flex;gap:8px;align-items:center;flex-wrap:wrap}.cp-c2 b{display:block}.cp-c2 small,.cp-c3 small{color:var(--muted,#4E6868);display:block;font-size:.8rem}
@media(min-width:760px){.cp-case{grid-template-columns:230px 1fr 170px;align-items:center}}
.cp-st{display:inline-block;font-size:.74rem;font-weight:600;padding:2px 9px;border-radius:999px;background:#E6EEF7;color:#1F4E79;white-space:nowrap;vertical-align:middle}
.cp-st.received{background:#E6EEF7;color:#1F4E79}.cp-st.review{background:#EEE8FA;color:#5B3FA0}.cp-st.in_progress{background:var(--tq-soft,#DCF1F1);color:var(--deeper,#1B6E70)}.cp-st.awaiting_customer{background:#FFF1D6;color:#8A5A00}.cp-st.resolved{background:#E3F4E8;color:var(--green,#0B7449)}.cp-st.closed{background:#EEF0F0;color:#555}
.cp-new{font-size:.74rem;font-weight:600;color:#8A5A00;background:#FFF1D6;padding:2px 9px;border-radius:999px}
.cp-tag{font-size:.72rem;background:#EEF0F0;color:#444;padding:1px 8px;border-radius:999px;margin-left:6px}
.cp-steps{display:flex;gap:6px;list-style:none;padding:0;margin:0 0 16px;counter-reset:s}
.cp-steps li{flex:1;display:flex;align-items:center;gap:8px;padding:8px 10px;border-radius:10px;background:#F2F6F6;color:var(--muted,#4E6868);font-size:.84rem}
.cp-steps li i{display:inline-flex;width:24px;height:24px;border-radius:50%;align-items:center;justify-content:center;font-style:normal;font-weight:700;background:#fff;border:1px solid var(--line,#E3EDEC);flex:none}
.cp-steps li.now{background:var(--tq-soft,#DCF1F1);color:var(--darkest,#0A2E2F);font-weight:600}.cp-steps li.now i{background:var(--deep,#1F7F81);color:#fff;border-color:var(--deep,#1F7F81)}
.cp-steps li.done i{background:var(--green,#0B7449);color:#fff;border-color:var(--green,#0B7449)}
@media(max-width:600px){.cp-steps li span{display:none}.cp-steps li.now span{display:inline}}
.cp-err{color:var(--red,#B03A28);background:#FBECEA;border-radius:8px;padding:8px 12px;font-size:.9rem;margin:0 0 12px}
.cp-err[hidden]{display:none}
.cp-nav{display:flex;justify-content:space-between;align-items:center;gap:10px;flex-wrap:wrap;margin-top:14px}
.cp-wrap .ck-card{margin:0 0 14px}
.cp-wrap .ck-form{display:grid;grid-template-columns:1fr 1fr;gap:10px 14px}
.cp-wrap .ck-form .full,.cp-admin .ck-form .full{grid-column:1/-1}
@media(max-width:640px){.cp-wrap .ck-form{grid-template-columns:1fr}}
.cp-wrap .ck-f span,.cp-admin .ck-f span{display:block;font-size:.8rem;color:var(--muted,#4E6868);margin:0 0 3px}
.cp-wrap input,.cp-wrap select,.cp-wrap textarea,.cp-admin input,.cp-admin select,.cp-admin textarea{width:100%;box-sizing:border-box;border:1px solid var(--line,#E3EDEC);border-radius:9px;padding:9px 11px;font:inherit;font-size:16px;background:#fff}
.cp-wrap textarea,.cp-admin textarea{resize:vertical}
.cp-radios{display:flex;gap:8px;flex-wrap:wrap;margin:6px 0 4px}
.cp-radio{display:inline-flex;align-items:center;gap:6px;padding:7px 12px;border:1px solid var(--line,#E3EDEC);border-radius:999px;cursor:pointer;font-size:.9rem;background:#fff}
.cp-radio input{width:auto;margin:0}.cp-radio.on{border-color:var(--deep,#1F7F81);background:var(--tq-soft,#DCF1F1);font-weight:600}
.cp-harm{padding:10px 12px;border-radius:10px;background:#FFF6E5}
.cp-more summary{cursor:pointer;color:var(--deeper,#1B6E70);font-weight:600;font-size:.9rem;margin:4px 0}
.cp-more .ck-form{margin-top:10px}
.cp-line{border:1px solid var(--line,#E3EDEC);border-radius:12px;padding:12px;margin:0 0 12px;background:#FAFCFC}
.cp-lhead{display:flex;justify-content:space-between;align-items:center;margin:0 0 8px}
.cp-search{position:relative}
.cp-hits{position:absolute;left:0;right:0;top:100%;z-index:20;background:#fff;border:1px solid var(--line,#E3EDEC);border-radius:10px;box-shadow:0 8px 24px rgba(0,0,0,.12);max-height:320px;overflow:auto}
.cp-hits:empty{display:none}
.cp-hit{display:flex;gap:10px;align-items:center;width:100%;text-align:left;padding:8px 10px;border:0;background:#fff;cursor:pointer;font:inherit;border-bottom:1px solid var(--line,#E3EDEC)}
.cp-hit:hover,.cp-hit:focus{background:var(--ice,#EBF5F5)}.cp-hit img,.cp-hit i{width:44px;height:44px;object-fit:contain;border-radius:6px;background:#F2F6F6;flex:none}
.cp-hit span{font-size:.88rem;line-height:1.3}.cp-hit small{display:block;color:var(--muted,#4E6868);font-size:.76rem}
.cp-nohit{padding:10px;font-size:.88rem;color:var(--muted,#4E6868);display:flex;gap:8px;align-items:center;flex-wrap:wrap}
.cp-picked{display:flex;gap:12px;align-items:center;background:#fff;border:1px solid var(--line,#E3EDEC);border-radius:10px;padding:10px}
.cp-picked img{width:64px;height:64px;object-fit:contain;border-radius:8px;background:#F2F6F6;flex:none}.cp-picked>div{flex:1;min-width:0}
.cp-picked .ck-f{margin:0 0 6px}
.cp-from{font-size:.9rem;margin:-4px 0 10px}
.cp-drop{border:2px dashed #BFD4D4;border-radius:12px;padding:16px;display:flex;gap:10px;align-items:center;flex-wrap:wrap;background:#FAFCFC;margin:0 0 12px;font-size:.9rem}
.cp-drop.over{border-color:var(--deep,#1F7F81);background:var(--tq-soft,#DCF1F1)}.cp-drop.small{padding:8px 12px}
.cp-fbtn{position:relative;overflow:hidden;cursor:pointer}.cp-fbtn input{position:absolute;inset:0;opacity:0;cursor:pointer;width:100%;height:100%}
.cp-files{display:grid;gap:10px}
.cp-file{display:grid;grid-template-columns:64px 1fr 32px;gap:10px;align-items:start;border:1px solid var(--line,#E3EDEC);border-radius:10px;padding:8px;background:#fff}
.cp-file img,.cp-fico{width:64px;height:64px;object-fit:cover;border-radius:8px;background:#F2F6F6;display:flex;align-items:center;justify-content:center;font-size:.72rem;font-weight:700;color:var(--muted,#4E6868)}
.cp-file.error{border-color:#E7B8B0;background:#FFF7F6}.cp-fbody b{font-size:.9rem;word-break:break-word}
.cp-fst{font-size:.8rem;margin:3px 0 6px;display:flex;align-items:center;gap:6px;flex-wrap:wrap}
.cp-bar{display:inline-block;width:120px;height:6px;border-radius:3px;background:#E3EDEC;overflow:hidden;vertical-align:middle}.cp-bar i{display:block;height:100%;background:var(--deep,#1F7F81);transition:width .2s}
.cp-good{color:var(--green,#0B7449)}.cp-bad{color:var(--red,#B03A28)}
.cp-fmeta{display:grid;grid-template-columns:1fr 1fr;gap:8px}.cp-fmeta label span{display:block;font-size:.74rem;color:var(--muted,#4E6868)}.cp-fmeta input,.cp-fmeta select{padding:6px 8px;font-size:.86rem}
@media(max-width:560px){.cp-fmeta{grid-template-columns:1fr}.cp-file{grid-template-columns:48px 1fr 28px}.cp-file img,.cp-fico{width:48px;height:48px}}
.cp-x{border:0;background:#F2F6F6;border-radius:50%;width:28px;height:28px;cursor:pointer;font-size:1.1rem;line-height:1;color:#444}.cp-x:hover{background:#E3EDEC}
.cp-rev{border-top:1px solid var(--line,#E3EDEC);padding:10px 0}.cp-revh{display:flex;justify-content:space-between;align-items:center;gap:8px;margin:0 0 6px}.cp-revh h4,.cp-revh h3{margin:0}
.cp-revline{padding:4px 0}.cp-thumbs{display:flex;gap:8px;flex-wrap:wrap}
.cp-th{width:90px;text-align:center;font-size:.72rem}.cp-th img,.cp-th i{width:90px;height:70px;object-fit:cover;border-radius:8px;background:#F2F6F6;display:flex;align-items:center;justify-content:center;font-style:normal;font-weight:700;color:var(--muted,#4E6868)}
.cp-th small{display:block;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.cp-confirm{display:flex;gap:10px;align-items:flex-start;margin:14px 0 0;font-size:.92rem;background:#FFF6E5;padding:10px 12px;border-radius:10px}.cp-confirm input{width:auto;margin-top:3px}
.cp-ok{text-align:center;padding:30px 20px}.cp-ok h2{margin:0 0 8px}
.cp-grid{display:grid;grid-template-columns:1fr;gap:14px}@media(min-width:900px){.cp-grid{grid-template-columns:1fr 300px;align-items:start}}
.cp-res{border-left:4px solid var(--green,#0B7449)}
.cp-clines{display:grid;gap:8px}.cp-cline{display:flex;gap:12px;align-items:flex-start;padding:8px;border:1px solid var(--line,#E3EDEC);border-radius:10px;background:#fff}
.cp-cline img,.cp-noimg{width:56px;height:56px;object-fit:contain;border-radius:8px;background:#F2F6F6;flex:none}.cp-cline>div{min-width:0;flex:1}
.cp-atts{display:flex;gap:8px;flex-wrap:wrap;margin:8px 0}.cp-atts.small .cp-att img,.cp-atts.small .cp-att i{width:64px;height:52px}
.cp-att{border:1px solid var(--line,#E3EDEC);background:#fff;border-radius:8px;padding:4px;cursor:pointer;width:110px;text-align:center;font:inherit}
.cp-att img,.cp-att i{width:100px;height:76px;object-fit:cover;border-radius:6px;background:#F2F6F6;display:flex;align-items:center;justify-content:center;font-style:normal;font-weight:700;color:var(--muted,#4E6868)}
.cp-att small{display:block;font-size:.7rem;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;margin-top:3px}.cp-att:hover{border-color:var(--deep,#1F7F81)}
.cp-thread h3{margin-top:0}
.cp-msg{border-radius:12px;padding:10px 12px;margin:0 0 8px;max-width:92%;background:#F2F6F6}
.cp-msg.mine{background:var(--tq-soft,#DCF1F1);margin-left:auto}.cp-msg.theirs{background:#F2F6F6}.cp-msg.internal{background:#FFF6E5;border:1px dashed #E8C98A}
.cp-mh{display:flex;justify-content:space-between;gap:8px;font-size:.8rem;align-items:center;flex-wrap:wrap}.cp-mh small{color:var(--muted,#4E6868)}.cp-msg p{margin:6px 0 0;font-size:.94rem}
.cp-ev{display:flex;gap:8px;align-items:center;font-size:.8rem;color:var(--muted,#4E6868);padding:3px 0 3px 4px;flex-wrap:wrap}.cp-ev i{width:8px;height:8px;border-radius:50%;background:#BFD4D4;flex:none}.cp-ev b{color:var(--darkest,#0A2E2F);font-weight:600}
.cp-reply{border-top:1px solid var(--line,#E3EDEC);margin-top:14px;padding-top:12px}.cp-reply textarea{margin:0 0 8px}
.cp-modes{display:flex;gap:14px;flex-wrap:wrap;margin:0 0 8px;font-size:.9rem}.cp-modes input{width:auto;margin-right:4px}
.cp-editbox{background:#FAFCFC;border:1px solid var(--line,#E3EDEC);border-radius:12px;padding:12px;margin:0 0 12px}.cp-eline{border-top:1px solid var(--line,#E3EDEC);padding-top:8px;margin-top:8px}
.cp-toast{position:fixed;left:50%;bottom:24px;transform:translateX(-50%) translateY(20px);background:var(--darkest,#0A2E2F);color:#fff;padding:10px 18px;border-radius:999px;font-size:.9rem;opacity:0;pointer-events:none;transition:all .25s;z-index:9999}
.cp-toast:not(:empty){opacity:1;transform:translateX(-50%)}.cp-toast.bad{background:var(--red,#B03A28)}

/* ---- admin ---- */
.cp-admin .ck-card{background:#fff;border:1px solid var(--line,#E3EDEC);border-radius:14px;padding:16px;margin:0 0 14px}
.cp-admin h3{margin:0 0 10px;font-size:1.02rem}.cp-admin h4{margin:12px 0 6px;font-size:.92rem}
.cp-adhead{display:flex;flex-direction:column;gap:12px;margin:0 0 14px}
.cp-kpis{display:grid;grid-template-columns:repeat(4,1fr);gap:10px}
.cp-kpi{border:1px solid var(--line,#E3EDEC);background:#fff;border-radius:12px;padding:10px 12px;text-align:left;cursor:pointer;font:inherit}
.cp-kpi b{display:block;font-size:1.5rem;line-height:1.1}.cp-kpi span{font-size:.78rem;color:var(--muted,#4E6868)}.cp-kpi.on{border-color:var(--deep,#1F7F81);background:var(--tq-soft,#DCF1F1)}
@media(max-width:700px){.cp-kpis{grid-template-columns:1fr 1fr}}
.cp-filters{display:flex;gap:8px;flex-wrap:wrap;align-items:center}.cp-filters input[type=search]{flex:1;min-width:200px}.cp-filters select{width:auto}.cp-chk{display:inline-flex;gap:6px;align-items:center;font-size:.9rem}.cp-chk input{width:auto}
.cp-tbl{overflow:auto}.cp-tbl table{min-width:1100px}.cp-tbl td,.cp-tbl th{font-size:.84rem;vertical-align:top}
.cp-row{cursor:pointer}.cp-row:hover td,.cp-row:focus-visible td{background:var(--ice,#EBF5F5)}.cp-row.unread td:first-child{border-left:4px solid var(--amber,#E8A33D)}.cp-row.new b{color:var(--deeper,#1B6E70)}
.cp-dot{display:inline-block;width:8px;height:8px;border-radius:50%;margin-left:5px;vertical-align:middle}.cp-dot.new{background:var(--deep,#1F7F81)}.cp-dot.unread{background:var(--amber,#E8A33D)}.cp-dot.act{background:var(--red,#B03A28)}
.cp-risk{display:inline-block;font-weight:700;font-size:.78rem;padding:2px 8px;border-radius:6px;background:#EEF0F0;color:#333}.cp-risk.H{background:#FBECEA;color:var(--red,#B03A28)}.cp-risk.M{background:#FFF1D6;color:#8A5A00}.cp-risk.L{background:#E3F4E8;color:var(--green,#0B7449)}.cp-risk.sug{background:#F2F6F6;color:var(--muted,#4E6868);font-weight:500}
.cp-late{color:var(--red,#B03A28);font-weight:700}
.cp-acase .cp-head{align-items:center}.cp-acts{display:flex;gap:8px;flex-wrap:wrap}
.cp-agrid{display:grid;grid-template-columns:1fr;gap:14px}@media(min-width:1100px){.cp-agrid{grid-template-columns:1fr 340px;align-items:start}}
.cp-kvgrid{display:grid;grid-template-columns:1fr 1fr;gap:6px 14px}.cp-admin .ck-kv{display:flex;flex-direction:column;padding:4px 0}.cp-admin .ck-kv span{font-size:.76rem;color:var(--muted,#4E6868)}.cp-admin .ck-kv b{font-weight:500}
.cp-wrap .ck-kv{display:flex;flex-direction:column;padding:4px 0}.cp-wrap .ck-kv span{font-size:.76rem;color:var(--muted,#4E6868)}.cp-wrap .ck-kv b{font-weight:500}
.cp-aside .ck-form{grid-template-columns:1fr}.cp-meta .ck-kv{flex-direction:row;justify-content:space-between;gap:10px}
/* print sheet (FRM-13-02 layout) */
.cp-print{display:none}
body.cp-printing .cp-print{display:block;position:fixed;inset:0;background:#fff;z-index:99999;overflow:auto;padding:24px;font:12px/1.4 Arial,sans-serif;color:#000}
.cp-print h1{font-size:20px;margin:0 0 4px}.cp-print h2{font-size:14px;margin:16px 0 6px;border-bottom:1px solid #000;padding-bottom:2px}.cp-print table{width:100%;border-collapse:collapse;margin:0 0 6px}.cp-print th,.cp-print td{border:1px solid #999;padding:4px 6px;text-align:left;vertical-align:top;font-size:11px}.cp-print th{background:#f0f0f0;width:180px}.cp-print .cp-pmeta{color:#555;font-size:11px}
@media print{body.cp-printing>*:not(.cp-print){display:none!important}body.cp-printing .cp-print{position:static;padding:0}}