/* =============================================================================
   PUPPYPAD RESOLUTION CENTER - Live Chat Style
   Complete Redesign - Clean & Modern
   ============================================================================= */

/* Reset & Base */
*, *::before, *::after {
    margin: 0;
    padding: 0;
    box-sizing: border-box;
}

:root {
    /* Primary Colors - Messenger Blue */
    --primary: #0084ff;
    --primary-hover: #0073e6;
    --primary-light: #e7f3ff;

    /* Status Colors */
    --success: #00c853;
    --success-light: #e8f5e9;
    --warning: #ff9800;
    --warning-light: #fff3e0;
    --danger: #f44336;
    --danger-light: #ffebee;

    /* Neutral Colors */
    --white: #ffffff;
    --bg: #f0f2f5;
    --chat-bg: #e4e6eb;
    --gray-100: #f5f5f5;
    --gray-200: #e8e8e8;
    --gray-300: #d1d1d1;
    --gray-400: #a8a8a8;
    --gray-500: #737373;
    --gray-600: #525252;
    --gray-700: #3d3d3d;
    --gray-800: #262626;
    --gray-900: #171717;

    /* Shadows */
    --shadow-sm: 0 1px 2px rgba(0,0,0,0.05);
    --shadow-md: 0 4px 6px rgba(0,0,0,0.07);
    --shadow-lg: 0 10px 25px rgba(0,0,0,0.1);

    /* Spacing */
    --space-xs: 4px;
    --space-sm: 8px;
    --space-md: 16px;
    --space-lg: 24px;
    --space-xl: 32px;

    /* Border Radius */
    --radius-sm: 8px;
    --radius-md: 12px;
    --radius-lg: 18px;
    --radius-full: 9999px;
}

body {
    font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif;
    background: var(--bg);
    min-height: 100vh;
    display: flex;
    align-items: center;
    justify-content: center;
    padding: var(--space-md);
    color: var(--gray-800);
    line-height: 1.5;
    -webkit-font-smoothing: antialiased;
}

/* =============================================================================
   MAIN CONTAINER
   ============================================================================= */
.container {
    background: var(--white);
    border-radius: var(--radius-lg);
    box-shadow: var(--shadow-lg);
    width: 100%;
    max-width: 520px;
    height: 92vh;
    max-height: 850px;
    min-height: 500px;
    display: flex;
    flex-direction: column;
    overflow: hidden;
}

/* =============================================================================
   CHAT HEADER
   ============================================================================= */
.chat-header {
    display: flex;
    align-items: center;
    gap: var(--space-md);
    padding: var(--space-md);
    background: var(--white);
    border-bottom: 1px solid var(--gray-200);
    flex-shrink: 0;
}

.chat-header-avatar {
    position: relative;
    width: 44px;
    height: 44px;
    flex-shrink: 0;
}

.chat-header-avatar .amy-avatar {
    width: 100%;
    height: 100%;
    border-radius: var(--radius-full);
    background: linear-gradient(135deg, #0084ff 0%, #00b4ff 100%);
    display: flex;
    align-items: center;
    justify-content: center;
    animation: none;
    box-shadow: none;
}

.chat-header-avatar .amy-avatar-placeholder {
    font-size: 20px;
    font-weight: 700;
    color: var(--white);
}

.chat-header-avatar .online-dot {
    position: absolute;
    bottom: 2px;
    right: 2px;
    width: 12px;
    height: 12px;
    background: var(--success);
    border: 2px solid var(--white);
    border-radius: var(--radius-full);
}

.chat-header-info {
    flex: 1;
    min-width: 0;
}

.chat-header-name {
    font-size: 16px;
    font-weight: 600;
    color: var(--gray-900);
}

.chat-header-status {
    font-size: 13px;
    color: var(--success);
    font-weight: 500;
}

.chat-header-close {
    width: 36px;
    height: 36px;
    display: flex;
    align-items: center;
    justify-content: center;
    background: var(--gray-100);
    border: none;
    border-radius: var(--radius-full);
    color: var(--gray-600);
    font-size: 18px;
    cursor: pointer;
    transition: all 0.2s;
}

.chat-header-close:hover {
    background: var(--gray-200);
    color: var(--gray-800);
}

/* Hidden progress elements */
.progress-container, .progress-bar, .progress-fill, .progress-text,
#progress-step, #progress-label {
    display: none !important;
}

/* =============================================================================
   SCREENS & CONTENT
   ============================================================================= */
.screen {
    display: none;
    flex: 1;
    overflow: hidden;
}

.screen.active {
    display: flex;
    flex-direction: column;
}

.screen-content {
    flex: 1;
    padding: var(--space-lg);
    overflow-y: auto;
    background: var(--gray-100);
}

/* Intro screen special styling */
#screen-intro .screen-content {
    display: flex;
    flex-direction: column;
    align-items: center;
    justify-content: center;
    text-align: center;
    background: var(--white);
    padding: var(--space-xl);
}

/* =============================================================================
   CONVERSATION THREAD
   ============================================================================= */
.conversation-thread {
    display: flex;
    flex-direction: column;
    gap: var(--space-md);
    margin-bottom: var(--space-lg);
}

/* Customer Message */
.customer-message {
    display: flex;
    gap: var(--space-sm);
    align-self: flex-end;
    flex-direction: row-reverse;
    max-width: 88%;
    animation: slideUp 0.3s ease;
}

@keyframes slideUp {
    from { opacity: 0; transform: translateY(8px); }
    to { opacity: 1; transform: translateY(0); }
}

.customer-message .customer-avatar {
    width: 32px;
    height: 32px;
    border-radius: var(--radius-full);
    background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
    display: flex;
    align-items: center;
    justify-content: center;
    flex-shrink: 0;
}

.customer-message .customer-initials {
    font-size: 12px;
    font-weight: 600;
    color: var(--white);
    text-transform: uppercase;
}

.customer-message .message-content {
    padding: var(--space-md);
    background: var(--primary);
    color: var(--white);
    border-radius: var(--radius-lg);
    border-bottom-right-radius: var(--space-xs);
    font-size: 15px;
    line-height: 1.5;
    white-space: pre-wrap;
}

.customer-message .message-content .message-items {
    font-weight: 500;
}

/* Amy Response Message */
.amy-response-message {
    display: flex;
    gap: var(--space-sm);
    align-self: flex-start;
    max-width: 88%;
    animation: slideUp 0.3s ease;
}

.amy-response-message .amy-avatar-small {
    width: 32px;
    height: 32px;
    border-radius: var(--radius-full);
    background: linear-gradient(135deg, #0084ff 0%, #00b4ff 100%);
    display: flex;
    align-items: center;
    justify-content: center;
    flex-shrink: 0;
}

.amy-response-message .amy-avatar-placeholder {
    font-size: 14px;
    font-weight: 700;
    color: var(--white);
}

.amy-response-message .message-content {
    padding: var(--space-md);
    background: var(--white);
    color: var(--gray-800);
    border-radius: var(--radius-lg);
    border-bottom-left-radius: var(--space-xs);
    box-shadow: var(--shadow-sm);
    font-size: 15px;
    line-height: 1.5;
}

/* Amy Typing Animation */
.amy-typing-message {
    display: flex;
    gap: var(--space-sm);
    align-self: flex-start;
    animation: slideUp 0.3s ease;
}

.amy-typing-message .typing-dots {
    display: flex;
    align-items: center;
    gap: 5px;
    padding: var(--space-md) 20px;
    background: var(--white);
    border-radius: var(--radius-lg);
    border-bottom-left-radius: var(--space-xs);
    box-shadow: var(--shadow-sm);
}

.amy-typing-message .typing-dots .dot,
.typing-indicator .dot {
    width: 8px;
    height: 8px;
    border-radius: var(--radius-full);
    background: var(--gray-400);
    animation: bounce 1.4s infinite ease-in-out;
}

.amy-typing-message .typing-dots .dot:nth-child(1),
.typing-indicator .dot:nth-child(1) { animation-delay: 0s; }
.amy-typing-message .typing-dots .dot:nth-child(2),
.typing-indicator .dot:nth-child(2) { animation-delay: 0.2s; }
.amy-typing-message .typing-dots .dot:nth-child(3),
.typing-indicator .dot:nth-child(3) { animation-delay: 0.4s; }

@keyframes bounce {
    0%, 60%, 100% { transform: translateY(0); }
    30% { transform: translateY(-6px); }
}

/* =============================================================================
   AMY AVATAR STYLES
   ============================================================================= */
.amy-avatar-container {
    position: relative;
    width: 88px;
    height: 88px;
    margin: 0 auto var(--space-lg);
}

.amy-avatar {
    width: 80px;
    height: 80px;
    border-radius: var(--radius-full);
    background: linear-gradient(135deg, #0084ff 0%, #00b4ff 100%);
    display: flex;
    align-items: center;
    justify-content: center;
    box-shadow: 0 8px 24px rgba(0, 132, 255, 0.35);
    animation: float 3s ease-in-out infinite;
}

@keyframes float {
    0%, 100% { transform: translateY(0); }
    50% { transform: translateY(-5px); }
}

.amy-avatar-placeholder {
    font-size: 32px;
    font-weight: 700;
    color: var(--white);
}

.amy-status-indicator {
    position: absolute;
    bottom: 6px;
    right: 6px;
    width: 18px;
    height: 18px;
    background: var(--success);
    border: 3px solid var(--white);
    border-radius: var(--radius-full);
    animation: pulse 2s infinite;
}

@keyframes pulse {
    0%, 100% { transform: scale(1); }
    50% { transform: scale(1.1); }
}

.amy-avatar-small {
    width: 32px;
    height: 32px;
    border-radius: var(--radius-full);
    background: linear-gradient(135deg, #0084ff 0%, #00b4ff 100%);
    display: flex;
    align-items: center;
    justify-content: center;
    flex-shrink: 0;
}

.amy-avatar-small .amy-avatar-placeholder {
    font-size: 14px;
}

/* =============================================================================
   AMY SAYS - Chat Bubble Style
   ============================================================================= */
.amy-says {
    display: flex;
    gap: var(--space-sm);
    align-items: flex-start;
    margin-bottom: var(--space-lg);
}

.amy-says .amy-avatar-small {
    margin-top: 2px;
}

.amy-says .amy-says-content,
.amy-says .message-bubble {
    flex: 1;
    padding: var(--space-md);
    background: var(--white);
    border-radius: var(--radius-lg);
    border-bottom-left-radius: var(--space-xs);
    box-shadow: var(--shadow-sm);
    font-size: 15px;
    line-height: 1.6;
    color: var(--gray-700);
}

.amy-says .amy-says-content p,
.amy-says .message-bubble p {
    margin: 0;
    text-align: left;
}

/* =============================================================================
   TYPOGRAPHY
   ============================================================================= */
h1 {
    font-size: 24px;
    font-weight: 700;
    color: var(--gray-900);
    margin-bottom: var(--space-sm);
}

h2 {
    font-size: 18px;
    font-weight: 600;
    color: var(--gray-900);
    margin-bottom: var(--space-sm);
}

h3 {
    font-size: 16px;
    font-weight: 600;
    color: var(--gray-800);
    margin-bottom: var(--space-sm);
}

p {
    color: var(--gray-600);
    font-size: 15px;
    line-height: 1.6;
}

.intro-text {
    font-size: 15px;
    color: var(--gray-600);
    margin-bottom: var(--space-lg);
    max-width: 300px;
}

.helper-text {
    font-size: 14px;
    color: var(--gray-500);
    margin-bottom: var(--space-md);
}

/* =============================================================================
   BUTTONS
   ============================================================================= */
.btn-primary {
    display: flex;
    align-items: center;
    justify-content: center;
    gap: var(--space-sm);
    width: 100%;
    padding: 14px var(--space-lg);
    background: var(--primary);
    color: var(--white);
    border: none;
    border-radius: var(--radius-full);
    font-size: 15px;
    font-weight: 600;
    cursor: pointer;
    transition: all 0.2s;
}

.btn-primary:hover {
    background: var(--primary-hover);
    transform: translateY(-1px);
}

.btn-primary:active {
    transform: translateY(0);
}

.btn-primary:disabled {
    opacity: 0.5;
    cursor: not-allowed;
    transform: none;
}

.btn-secondary {
    width: 100%;
    padding: 14px var(--space-lg);
    background: var(--gray-100);
    color: var(--gray-700);
    border: none;
    border-radius: var(--radius-full);
    font-size: 15px;
    font-weight: 600;
    cursor: pointer;
    transition: all 0.2s;
}

.btn-secondary:hover {
    background: var(--gray-200);
}

.btn-arrow {
    font-size: 18px;
}

.btn-back {
    display: none;
}

/* =============================================================================
   OPTION BUTTONS
   ============================================================================= */
.options-grid {
    display: flex;
    flex-direction: column;
    gap: var(--space-sm);
}

.btn-option {
    display: flex;
    align-items: center;
    gap: var(--space-md);
    width: 100%;
    padding: var(--space-md);
    background: var(--white);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    font-size: 15px;
    font-weight: 500;
    color: var(--gray-700);
    cursor: pointer;
    transition: all 0.2s;
    text-align: left;
}

.btn-option:hover {
    border-color: var(--primary);
    background: var(--primary-light);
}

.btn-option.selected {
    border-color: var(--primary);
    background: var(--primary);
    color: var(--white);
}

.option-radio {
    width: 20px;
    height: 20px;
    border: 2px solid var(--gray-400);
    border-radius: var(--radius-full);
    display: flex;
    align-items: center;
    justify-content: center;
    flex-shrink: 0;
    transition: all 0.2s;
}

.btn-option:hover .option-radio {
    border-color: var(--primary);
}

.btn-option.selected .option-radio {
    border-color: var(--white);
    background: var(--white);
}

.btn-option.selected .option-radio::after {
    content: '';
    width: 10px;
    height: 10px;
    border-radius: var(--radius-full);
    background: var(--primary);
}

.option-text {
    flex: 1;
}

/* Large Option Cards */
.outcome-options {
    display: flex;
    flex-direction: column;
    gap: var(--space-sm);
}

.btn-option-large {
    display: flex;
    align-items: center;
    gap: var(--space-md);
    width: 100%;
    padding: var(--space-md);
    background: var(--white);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    cursor: pointer;
    transition: all 0.2s;
    text-align: left;
}

.btn-option-large:hover {
    border-color: var(--primary);
    box-shadow: var(--shadow-md);
}

.option-icon-large {
    font-size: 24px;
    width: 48px;
    height: 48px;
    display: flex;
    align-items: center;
    justify-content: center;
    background: var(--gray-100);
    border-radius: var(--radius-md);
    flex-shrink: 0;
}

.option-content {
    flex: 1;
}

.option-title {
    display: block;
    font-size: 15px;
    font-weight: 600;
    color: var(--gray-900);
    margin-bottom: 2px;
}

.option-desc {
    font-size: 13px;
    color: var(--gray-500);
}

/* Used Status Options */
.used-status-options {
    display: flex;
    flex-direction: column;
    gap: var(--space-md);
}

.btn-option-card {
    display: flex;
    flex-direction: column;
    align-items: center;
    gap: var(--space-sm);
    padding: var(--space-lg);
    background: var(--white);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    cursor: pointer;
    transition: all 0.2s;
    text-align: center;
}

.btn-option-card:hover {
    border-color: var(--primary);
    box-shadow: var(--shadow-md);
}

.status-icon {
    font-size: 32px;
}

.status-text {
    font-size: 15px;
    font-weight: 600;
    color: var(--gray-900);
}

.status-note {
    font-size: 13px;
    color: var(--gray-500);
}

/* =============================================================================
   FORMS
   ============================================================================= */
.form-group {
    margin-bottom: var(--space-md);
}

label {
    display: block;
    font-size: 14px;
    font-weight: 500;
    color: var(--gray-700);
    margin-bottom: var(--space-sm);
}

input[type="email"],
input[type="text"],
input[type="number"],
input[type="tel"],
select {
    width: 100%;
    padding: 14px var(--space-md);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    font-size: 15px;
    font-family: inherit;
    transition: all 0.2s;
    background: var(--white);
}

input:focus, select:focus {
    outline: none;
    border-color: var(--primary);
    box-shadow: 0 0 0 3px rgba(0, 132, 255, 0.15);
}

textarea {
    width: 100%;
    padding: var(--space-md);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    font-size: 15px;
    font-family: inherit;
    min-height: 100px;
    resize: vertical;
    transition: all 0.2s;
}

textarea:focus {
    outline: none;
    border-color: var(--primary);
    box-shadow: 0 0 0 3px rgba(0, 132, 255, 0.15);
}

.input-hint {
    font-size: 13px;
    color: var(--gray-500);
    margin-top: var(--space-xs);
    display: block;
}

.optional {
    color: var(--gray-400);
    font-weight: 400;
}

/* Search Type Toggle */
.search-type-toggle {
    display: flex;
    padding: 4px;
    background: var(--gray-200);
    border-radius: var(--radius-full);
    margin-bottom: var(--space-md);
}

.radio-option {
    flex: 1;
    display: flex;
    align-items: center;
    justify-content: center;
    padding: 10px var(--space-md);
    border-radius: var(--radius-full);
    cursor: pointer;
    transition: all 0.2s;
}

.radio-option input[type="radio"] {
    display: none;
}

.radio-option:has(input:checked) {
    background: var(--white);
    box-shadow: var(--shadow-sm);
}

.radio-label {
    font-size: 14px;
    font-weight: 500;
    color: var(--gray-700);
}

/* =============================================================================
   CARDS
   ============================================================================= */
.order-summary-card {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-bottom: var(--space-md);
    box-shadow: var(--shadow-sm);
}

.order-summary-header {
    display: flex;
    justify-content: space-between;
    align-items: center;
    margin-bottom: var(--space-md);
    padding-bottom: var(--space-sm);
    border-bottom: 1px solid var(--gray-200);
}

.order-summary-title {
    font-size: 15px;
    font-weight: 600;
    color: var(--gray-900);
}

.order-summary-details {
    display: grid;
    grid-template-columns: 1fr 1fr;
    gap: var(--space-md);
}

.summary-item {
    display: flex;
    flex-direction: column;
    gap: 2px;
}

.summary-label {
    font-size: 11px;
    font-weight: 600;
    color: var(--gray-500);
    text-transform: uppercase;
    letter-spacing: 0.5px;
}

.summary-value {
    font-size: 14px;
    font-weight: 500;
    color: var(--gray-900);
}

/* Info Cards */
.info-card {
    display: flex;
    gap: var(--space-md);
    padding: var(--space-md);
    border-radius: var(--radius-md);
    margin-bottom: var(--space-md);
    background: var(--gray-100);
}

.info-card.warning {
    background: var(--warning-light);
}

.info-card p {
    font-size: 14px;
    color: var(--gray-700);
    margin: 0;
}

.info-icon {
    font-size: 20px;
    flex-shrink: 0;
}

/* Tracking Card */
.tracking-card {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-bottom: var(--space-md);
    box-shadow: var(--shadow-sm);
}

/* =============================================================================
   ITEMS & ORDERS LIST
   ============================================================================= */
.orders-list,
.items-list {
    display: flex;
    flex-direction: column;
    gap: var(--space-sm);
}

.order-item {
    padding: var(--space-md);
    background: var(--white);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    cursor: pointer;
    transition: all 0.2s;
}

.order-item:hover {
    border-color: var(--primary);
    box-shadow: var(--shadow-md);
}

.order-header {
    display: flex;
    justify-content: space-between;
    align-items: center;
    margin-bottom: var(--space-sm);
}

.order-header h4 {
    font-size: 15px;
    font-weight: 600;
    color: var(--gray-900);
    margin: 0;
}

.order-item p {
    font-size: 13px;
    color: var(--gray-500);
    margin: 2px 0;
}

/* Item Cards */
.item-card {
    display: flex;
    gap: var(--space-md);
    padding: var(--space-md);
    background: var(--white);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    cursor: pointer;
    transition: all 0.2s;
}

.item-card:hover {
    border-color: var(--primary);
}

.item-card.selected {
    border-color: var(--primary);
    background: var(--primary-light);
}

.item-checkbox {
    font-size: 20px;
    color: var(--gray-400);
}

.item-card.selected .item-checkbox {
    color: var(--primary);
}

.item-image {
    width: 60px;
    height: 60px;
    object-fit: cover;
    border-radius: var(--radius-sm);
    flex-shrink: 0;
}

.item-image-placeholder {
    width: 60px;
    height: 60px;
    display: flex;
    align-items: center;
    justify-content: center;
    background: var(--gray-100);
    border-radius: var(--radius-sm);
    font-size: 24px;
    flex-shrink: 0;
}

.item-details {
    flex: 1;
    min-width: 0;
}

.item-header {
    display: flex;
    justify-content: space-between;
    gap: var(--space-sm);
    margin-bottom: var(--space-xs);
}

.item-header h4 {
    font-size: 14px;
    font-weight: 600;
    color: var(--gray-900);
    margin: 0;
}

.item-details p {
    font-size: 13px;
    color: var(--gray-500);
    margin: 0;
}

/* Status Badges */
.status-badge {
    display: inline-flex;
    padding: 4px 10px;
    border-radius: var(--radius-full);
    font-size: 11px;
    font-weight: 600;
    text-transform: uppercase;
    letter-spacing: 0.5px;
}

.badge-shipped {
    background: var(--success-light);
    color: #2e7d32;
}

.badge-pending {
    background: var(--warning-light);
    color: #e65100;
}

/* =============================================================================
   OFFER CARDS
   ============================================================================= */
.offer-card-modern {
    background: var(--white);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    padding: var(--space-lg);
    text-align: center;
    margin-bottom: var(--space-md);
}

.offer-card-modern.highlighted {
    border-color: var(--primary);
    box-shadow: 0 0 0 3px rgba(0, 132, 255, 0.15);
}

.offer-card-modern h3 {
    font-size: 17px;
    font-weight: 600;
    color: var(--gray-900);
    margin-bottom: var(--space-sm);
}

.offer-amount {
    font-size: 32px;
    font-weight: 700;
    color: var(--success);
    margin-bottom: var(--space-lg);
}

.btn-accept {
    width: 100%;
    padding: 14px;
    background: var(--success);
    color: var(--white);
    border: none;
    border-radius: var(--radius-full);
    font-size: 15px;
    font-weight: 600;
    cursor: pointer;
    transition: all 0.2s;
}

.btn-accept:hover {
    background: #00b248;
}

.btn-decline {
    width: 100%;
    padding: var(--space-md);
    background: none;
    border: none;
    color: var(--gray-500);
    font-size: 14px;
    cursor: pointer;
    text-decoration: underline;
}

.btn-decline:hover {
    color: var(--gray-700);
}

/* =============================================================================
   SATISFACTION BUTTONS
   ============================================================================= */
.satisfaction-icon {
    font-size: 48px;
    text-align: center;
    margin-bottom: var(--space-md);
}

.satisfaction-buttons {
    display: flex;
    flex-direction: column;
    gap: var(--space-sm);
}

.btn-satisfied {
    display: flex;
    align-items: center;
    justify-content: center;
    gap: var(--space-sm);
    padding: var(--space-md);
    background: var(--success);
    color: var(--white);
    border: none;
    border-radius: var(--radius-full);
    font-size: 15px;
    font-weight: 600;
    cursor: pointer;
    transition: all 0.2s;
}

.btn-satisfied:hover {
    background: #00b248;
}

.btn-not-satisfied {
    display: flex;
    align-items: center;
    justify-content: center;
    gap: var(--space-sm);
    padding: var(--space-md);
    background: var(--white);
    color: var(--gray-700);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-full);
    font-size: 15px;
    font-weight: 600;
    cursor: pointer;
    transition: all 0.2s;
}

.btn-not-satisfied:hover {
    border-color: var(--gray-300);
    background: var(--gray-100);
}

.sat-icon {
    font-size: 18px;
}

/* =============================================================================
   UPLOAD ZONE
   ============================================================================= */
.upload-zone {
    position: relative;
    display: flex;
    flex-direction: column;
    align-items: center;
    gap: var(--space-sm);
    padding: var(--space-xl);
    background: var(--gray-100);
    border: 2px dashed var(--gray-300);
    border-radius: var(--radius-md);
    cursor: pointer;
    transition: all 0.2s;
    margin-bottom: var(--space-md);
}

.upload-zone:hover {
    border-color: var(--primary);
    background: var(--primary-light);
}

.upload-zone input {
    position: absolute;
    inset: 0;
    opacity: 0;
    cursor: pointer;
}

.upload-icon {
    font-size: 32px;
}

.upload-zone p {
    font-size: 14px;
    font-weight: 500;
    color: var(--gray-700);
    margin: 0;
}

.upload-formats {
    font-size: 12px;
    color: var(--gray-500);
}

.uploaded-files {
    display: flex;
    flex-direction: column;
    gap: var(--space-sm);
    margin-bottom: var(--space-md);
}

.uploaded-file {
    display: flex;
    align-items: center;
    gap: var(--space-sm);
    padding: var(--space-sm) var(--space-md);
    background: var(--success-light);
    border-radius: var(--radius-sm);
    font-size: 13px;
    color: #2e7d32;
}

/* =============================================================================
   CONFIRMATION SCREEN
   ============================================================================= */
.confirmation-icon {
    position: relative;
    width: 72px;
    height: 72px;
    margin: 0 auto var(--space-lg);
}

.check-mark {
    width: 64px;
    height: 64px;
    display: flex;
    align-items: center;
    justify-content: center;
    background: var(--success);
    color: var(--white);
    font-size: 32px;
    border-radius: var(--radius-full);
    position: relative;
    z-index: 1;
}

.check-pulse {
    position: absolute;
    top: 4px;
    left: 4px;
    width: 64px;
    height: 64px;
    background: var(--success);
    border-radius: var(--radius-full);
    opacity: 0.3;
    animation: pulse-ring 2s infinite;
}

@keyframes pulse-ring {
    0% { transform: scale(1); opacity: 0.3; }
    50% { transform: scale(1.15); opacity: 0.1; }
    100% { transform: scale(1); opacity: 0.3; }
}

.confirmation-text {
    font-size: 15px;
    color: var(--gray-600);
    margin-bottom: var(--space-lg);
    text-align: center;
}

.case-id-card {
    display: flex;
    flex-direction: column;
    align-items: center;
    gap: var(--space-xs);
    padding: var(--space-md);
    background: var(--gray-100);
    border-radius: var(--radius-md);
    margin-bottom: var(--space-lg);
}

.case-label {
    font-size: 11px;
    font-weight: 600;
    color: var(--gray-500);
    text-transform: uppercase;
    letter-spacing: 0.5px;
}

.case-number {
    font-size: 16px;
    font-weight: 600;
    font-family: 'SF Mono', Monaco, monospace;
    color: var(--gray-900);
}

/* =============================================================================
   AMY CHAT BUBBLE (Confirmation)
   ============================================================================= */
.amy-chat-bubble {
    background: var(--white);
    border-radius: var(--radius-lg);
    padding: var(--space-md);
    margin-bottom: var(--space-lg);
    box-shadow: var(--shadow-md);
}

.amy-chat-header {
    display: flex;
    align-items: center;
    gap: var(--space-md);
    margin-bottom: var(--space-md);
    padding-bottom: var(--space-sm);
    border-bottom: 1px solid var(--gray-200);
}

.amy-chat-info {
    display: flex;
    flex-direction: column;
    gap: 2px;
}

.amy-name {
    font-size: 14px;
    font-weight: 600;
    color: var(--gray-900);
}

.amy-typing-status {
    font-size: 12px;
    color: var(--primary);
    font-style: italic;
}

.amy-typing-status.done {
    color: var(--success);
    font-style: normal;
}

.amy-message-content {
    font-size: 15px;
    line-height: 1.6;
    color: var(--gray-700);
    min-height: 40px;
}

.typing-indicator {
    display: flex;
    gap: 5px;
    padding: var(--space-sm) 0;
}

.amy-typed-text {
    display: inline;
}

.amy-cursor {
    display: inline-block;
    width: 2px;
    height: 1em;
    background: var(--primary);
    animation: blink 0.8s infinite;
    vertical-align: text-bottom;
}

@keyframes blink {
    0%, 100% { opacity: 1; }
    50% { opacity: 0; }
}

/* =============================================================================
   REVIEW SCREEN
   ============================================================================= */
.review-summary-card {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-bottom: var(--space-lg);
    max-height: 350px;
    overflow-y: auto;
    box-shadow: var(--shadow-sm);
}

.review-section {
    padding: var(--space-md) 0;
    border-bottom: 1px solid var(--gray-200);
}

.review-section:first-child {
    padding-top: 0;
}

.review-section:last-child {
    padding-bottom: 0;
    border-bottom: none;
}

.review-section-title {
    font-size: 11px;
    font-weight: 600;
    text-transform: uppercase;
    letter-spacing: 0.5px;
    color: var(--gray-500);
    margin-bottom: var(--space-sm);
}

.review-section-content {
    font-size: 14px;
    color: var(--gray-800);
}

.review-confirmation {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-lg);
    text-align: center;
    box-shadow: var(--shadow-sm);
}

.review-confirmation h3 {
    margin-bottom: var(--space-lg);
}

.review-buttons {
    display: flex;
    flex-direction: column;
    gap: var(--space-sm);
}

.btn-confirm-yes {
    display: flex;
    align-items: center;
    justify-content: center;
    gap: var(--space-sm);
    padding: var(--space-md);
    background: var(--success);
    color: var(--white);
    border: none;
    border-radius: var(--radius-full);
    font-size: 16px;
    font-weight: 600;
    cursor: pointer;
    transition: all 0.2s;
}

.btn-confirm-yes:hover {
    background: #00b248;
}

.btn-confirm-no {
    display: flex;
    align-items: center;
    justify-content: center;
    gap: var(--space-sm);
    padding: var(--space-md);
    background: var(--white);
    color: var(--gray-700);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-full);
    font-size: 15px;
    font-weight: 500;
    cursor: pointer;
    transition: all 0.2s;
}

.btn-confirm-no:hover {
    border-color: var(--gray-300);
}

.btn-icon {
    font-size: 18px;
}

/* =============================================================================
   RETURN INSTRUCTIONS
   ============================================================================= */
.return-info-card {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-bottom: var(--space-md);
    box-shadow: var(--shadow-sm);
}

.return-step {
    display: flex;
    gap: var(--space-md);
    padding: var(--space-md) 0;
    border-bottom: 1px solid var(--gray-200);
}

.return-step:last-child {
    border-bottom: none;
}

.step-number {
    width: 28px;
    height: 28px;
    display: flex;
    align-items: center;
    justify-content: center;
    background: var(--primary);
    color: var(--white);
    font-size: 13px;
    font-weight: 600;
    border-radius: var(--radius-full);
    flex-shrink: 0;
}

.step-content h4 {
    font-size: 14px;
    font-weight: 600;
    color: var(--gray-900);
    margin-bottom: 2px;
}

.step-content p {
    font-size: 13px;
    color: var(--gray-600);
    margin: 0;
}

/* =============================================================================
   LOADING SPINNER
   ============================================================================= */
.loading-spinner {
    display: flex;
    flex-direction: column;
    align-items: center;
    gap: var(--space-md);
    padding: var(--space-lg);
}

.spinner {
    width: 32px;
    height: 32px;
    border: 3px solid var(--gray-200);
    border-top-color: var(--primary);
    border-radius: var(--radius-full);
    animation: spin 0.8s linear infinite;
}

@keyframes spin {
    to { transform: rotate(360deg); }
}

/* =============================================================================
   ERROR MESSAGES
   ============================================================================= */
.error {
    color: var(--danger);
    font-size: 13px;
    margin-top: var(--space-sm);
    display: none;
}

.error.show {
    display: block;
}

/* =============================================================================
   AI RESPONSE
   ============================================================================= */
.ai-response {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-top: var(--space-md);
    font-size: 14px;
    line-height: 1.6;
    color: var(--gray-700);
    display: none;
    box-shadow: var(--shadow-sm);
}

.ai-response.show {
    display: block;
}

/* =============================================================================
   MISC & UTILITIES
   ============================================================================= */
.hidden {
    display: none !important;
}

.tracking-link {
    display: inline-flex;
    align-items: center;
    gap: var(--space-xs);
    color: var(--primary);
    font-weight: 500;
    font-size: 13px;
    text-decoration: none;
    margin-top: var(--space-sm);
}

.tracking-link:hover {
    text-decoration: underline;
}

/* Free Items Section */
.free-items-section {
    margin-bottom: var(--space-md);
}

.free-items-toggle {
    display: flex;
    align-items: center;
    gap: var(--space-sm);
    width: 100%;
    padding: var(--space-sm) var(--space-md);
    background: var(--gray-200);
    border: none;
    border-radius: var(--radius-sm);
    font-size: 13px;
    color: var(--gray-600);
    cursor: pointer;
}

.toggle-icon {
    transition: transform 0.2s;
}

.free-items-section.expanded .toggle-icon {
    transform: rotate(90deg);
}

.free-items-list {
    padding: var(--space-md);
    background: var(--white);
    border-radius: var(--radius-sm);
    margin-top: var(--space-sm);
}

.free-item {
    display: flex;
    align-items: center;
    gap: var(--space-sm);
    padding: var(--space-sm) 0;
    font-size: 13px;
    color: var(--gray-600);
    border-bottom: 1px solid var(--gray-200);
}

.free-item:last-child {
    border-bottom: none;
}

/* Subscription Styles */
.subscription-badge-small,
.subscription-badge-item {
    display: inline-flex;
    align-items: center;
    gap: var(--space-xs);
    padding: 3px 8px;
    background: linear-gradient(135deg, #8b5cf6 0%, #6366f1 100%);
    color: var(--white);
    font-size: 10px;
    font-weight: 600;
    text-transform: uppercase;
    border-radius: var(--radius-full);
}

.item-card.subscription-item {
    border-color: #8b5cf6;
    background: linear-gradient(135deg, rgba(139, 92, 246, 0.05) 0%, rgba(99, 102, 241, 0.05) 100%);
}

.item-subscription-details {
    background: rgba(139, 92, 246, 0.08);
    border-radius: var(--radius-sm);
    padding: var(--space-sm);
    margin-top: var(--space-sm);
    font-size: 12px;
}

.sub-detail-row {
    display: flex;
    justify-content: space-between;
    padding: var(--space-xs) 0;
}

.sub-detail-label {
    color: var(--gray-500);
}

.sub-detail-value {
    font-weight: 500;
    color: var(--gray-800);
}

/* Apology Message */
.apology-message,
.escalation-card,
.reassurance-card {
    text-align: center;
    padding: var(--space-lg);
    background: var(--white);
    border-radius: var(--radius-md);
    margin-bottom: var(--space-lg);
    box-shadow: var(--shadow-sm);
}

.apology-icon,
.escalation-icon {
    font-size: 40px;
    margin-bottom: var(--space-sm);
}

.apology-message h3,
.escalation-card h3 {
    margin-bottom: var(--space-sm);
}

.apology-message p,
.escalation-card p {
    margin: 0;
}

/* Address Card */
.address-card {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-bottom: var(--space-md);
    box-shadow: var(--shadow-sm);
}

/* Evidence Description */
.evidence-description {
    margin-bottom: var(--space-md);
}

.evidence-description label {
    margin-bottom: var(--space-sm);
}

/* Existing Case Styles */
.existing-case-header,
.reminder-header {
    text-align: center;
    margin-bottom: var(--space-lg);
}

.existing-case-icon,
.reminder-icon {
    font-size: 48px;
    margin-bottom: var(--space-sm);
}

.existing-case-card {
    background: var(--white);
    border: 2px solid var(--warning);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-bottom: var(--space-lg);
}

.case-detail {
    display: flex;
    justify-content: space-between;
    padding: var(--space-sm) 0;
}

.case-value {
    font-family: 'SF Mono', Monaco, monospace;
    font-weight: 600;
}

.case-badge {
    padding: var(--space-xs) var(--space-sm);
    background: var(--warning-light);
    color: #e65100;
    font-size: 12px;
    font-weight: 600;
    border-radius: var(--radius-full);
}

.existing-case-options {
    margin-top: var(--space-lg);
}

.existing-case-options h3 {
    text-align: center;
    margin-bottom: var(--space-md);
}

.reminder-sent-card {
    background: var(--success-light);
    border-radius: var(--radius-md);
    padding: var(--space-lg);
    margin-bottom: var(--space-lg);
    text-align: center;
}

.reminder-sent-card p {
    color: #2e7d32;
}

/* Multi Qty Form */
.multi-qty-form {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-md);
}

/* Subscription Confirmation */
.subscription-confirmation-card,
.subscription-banner {
    background: var(--gray-100);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-bottom: var(--space-lg);
}

/* Dogs Container */
.dogs-container {
    margin-bottom: var(--space-md);
}

.btn-add-dog {
    width: 100%;
    padding: var(--space-md);
    background: var(--gray-100);
    border: 2px dashed var(--gray-300);
    border-radius: var(--radius-md);
    color: var(--gray-600);
    font-size: 14px;
    cursor: pointer;
    transition: all 0.2s;
}

.btn-add-dog:hover {
    border-color: var(--primary);
    color: var(--primary);
}

/* Trial Prompt */
.trial-prompt {
    margin-top: var(--space-lg);
}

.trial-buttons {
    display: flex;
    flex-direction: column;
    gap: var(--space-sm);
}

.btn-try-tips {
    padding: var(--space-md);
    background: var(--success);
    color: var(--white);
    border: none;
    border-radius: var(--radius-full);
    font-size: 15px;
    font-weight: 600;
    cursor: pointer;
}

.btn-skip-trial {
    padding: var(--space-md);
    background: none;
    border: none;
    color: var(--gray-500);
    font-size: 14px;
    cursor: pointer;
    text-decoration: underline;
}

/* Product Selector */
.product-selector {
    margin-bottom: var(--space-md);
}

.product-selector select {
    width: 100%;
    padding: var(--space-md);
    border: 2px solid var(--gray-200);
    border-radius: var(--radius-md);
    font-size: 15px;
    background: var(--white);
}

/* Charge Breakdown */
.charge-breakdown-list {
    background: var(--white);
    border-radius: var(--radius-md);
    padding: var(--space-md);
    margin-bottom: var(--space-md);
}

.charge-item {
    display: flex;
    justify-content: space-between;
    padding: var(--space-sm) 0;
    border-bottom: 1px solid var(--gray-200);
}

.charge-item:last-child {
    border-bottom: none;
}

.charge-total {
    display: flex;
    justify-content: space-between;
    padding-top: var(--space-md);
    border-top: 2px solid var(--gray-300);
    font-weight: 600;
}

.charge-response-buttons {
    display: flex;
    gap: var(--space-sm);
}

.charge-response-buttons .btn-option {
    flex: 1;
    justify-content: center;
}

/* Address Verification */
.address-verification-buttons {
    display: flex;
    gap: var(--space-sm);
    margin-top: var(--space-md);
}

.address-verification-buttons .btn-option {
    flex: 1;
    justify-content: center;
}

/* Missing Items Grid */
.missing-items-grid {
    display: flex;
    flex-direction: column;
    gap: var(--space-sm);
    margin-bottom: var(--space-md);
}

/* Review Badges */
.review-badge {
    display: inline-block;
    padding: var(--space-xs) var(--space-sm);
    font-size: 11px;
    font-weight: 600;
    border-radius: var(--radius-full);
    text-transform: uppercase;
}

.review-badge.refund { background: var(--success-light); color: #2e7d32; }
.review-badge.return { background: var(--warning-light); color: #e65100; }
.review-badge.investigation { background: #e3f2fd; color: #1565c0; }
.review-badge.subscription { background: #ede9fe; color: #5b21b6; }

/* Review Items List */
.review-items-list {
    list-style: none;
    padding: 0;
    margin: 0;
}

.review-items-list li {
    padding: var(--space-xs) 0;
    font-size: 14px;
}

.review-items-list li::before {
    content: "• ";
    color: var(--primary);
    font-weight: bold;
}

.review-text-block {
    background: var(--gray-100);
    padding: var(--space-md);
    border-radius: var(--radius-sm);
    border-left: 3px solid var(--primary);
    font-style: italic;
    margin-top: var(--space-sm);
}

/* Form Row */
.form-row {
    display: grid;
    grid-template-columns: 1fr 1fr;
    gap: var(--space-md);
}

/* =============================================================================
   RESPONSIVE
   ============================================================================= */
@media (max-width: 560px) {
    body {
        padding: 0;
    }

    .container {
        max-width: 100%;
        height: 100vh;
        max-height: none;
        border-radius: 0;
    }

    .screen-content {
        padding: var(--space-md);
    }

    .form-row {
        grid-template-columns: 1fr;
    }
}