E-commerce
1 juillet 2026
« Le bot a annulé la mauvaise commande. » « L'IA ne voit qu'une commande alors que j'en ai deux identiques. » « Transféré sans dire laquelle garder, colis déjà partis. » Trois échecs bot où l'IA confond doublon et modification commande, cancel sans vérifier la paire ou handoff vide sans statut fulfillment.
Un chatbot IA doublon commande e-commerce ne remplace pas DUP-FLOW agents (#472). Il détecte bot_dup_* intents, lookup DUP-MAP pair criteria, lit fulfillment both orders API, guide cancel before ship, handoff execute cancel refund payload complet.
Ce guide #473 couvre intents bot_dup_*, flow DUPBOT et KPI dup_bot. Distinct du playbook dup (#472) et du bot statut commande : ici, cas d'usage IA détecter orienter doublon pré-expédition.
Sommaire
Pourquoi automatiser le support doublon par bot ?
Les doublons arrivent dans les 30 premières minutes post-checkout, fenêtre critique où agents offline et bot générique route vers order edit ou refund #370.
Volume et opportunité bot dup
65 à 78 % tickets dup_before_ship botifiables tier 1 si DUP-MAP pair detect et guardrail NO-CANCEL-WITHOUT-PAIR actifs avant handoff agents.
Trois risques bot dup non calibré
Cancel wrong order : bot annule keep order client wanted
Pair not verified : cancel sans SKU overlap confirm
Route order edit : deux commandes traitées comme modify single
Baymard estime que friction checkout et double submit génèrent des doubles commandes si confirmation async non visible (Baymard, checkout 2025). Fin rappelle qu'un agent IA doit lookup commande avant action (Fin, AI agents 2026).
Angle #473 vs contenus voisins
SAV dup #472 : DUP-FLOW agents execute. Le #473 = bot tier 1 detect guide handoff.
Order edit : modification une commande. Le #473 = paire deux orders.
Statut commande bot : WISMO status. Le #473 = dup pair branch.
Refund #370 : timeline processor. Le #473 = quelle order cancel first.
Fraude : high risk review. Le #473 = accidental dup exclude fraud.
Exemple DTC mode flash
52 dup tickets/mois baseline #472. Après DUPBOT : dup_bot_auto_resolve 76 %, dup_bot_wrong_cancel 0, dup_bot_cancel_before_ship 88 %, dup_bot_csat 4,5/5.
Bot detect pas execute cancel
DUPBOT-SUP : bot pair verify guide handoff, agents #472 DU-7 cancel refund execute.
J+0 dup chat peak
71 % dup bot sessions within 2 h checkout : DUPBOT tier 1 critical before WMS pick cutoff.
Thank-you proactive widget
T1 chip « Commandé deux fois ? » opens bot_dup_report with session order# prefill reduces time to pair verify.
Subscription dup reroute
Double subscription same product : route recurring not DUPBOT pair order cancel.
En quoi DUPBOT diffère-t-il de DUP #472 et order status bot ?
Playbook dup humain, bot statut commande et bot doublon : trois layers order bot distincts.
Matrice bot → rôle dup
#473 DUPBOT : pair detect fulfillment branch handoff
#472 DUP-FLOW : agents cancel refund return execute
Order status bot : single order tracking timeline
Guest lookup : auth order# email
Order edit bot : modify lines address single order
Shared DUP-MAP corpus
#472 définit DUP-MAP JSON. #473 bot consomme : detection_window match_criteria cancel_default shipped_path.
Quatre BOT-DUP-TYPE flows
bot_dup_proactive_detect : webhook second order alert client
bot_dup_report_accidental : client signale deux commandes
bot_dup_before_ship : both unfulfilled cancel guide
bot_dup_shipped_handoff : one or both shipped return path
Promesse #473
Policy DUPBOT-SUP, 12 intents bot_dup_*, flow DUPBOT DB-1 à DB-8, guardrails, handoff payload, KPI dup_bot_*.
Formation bot ops 30 minutes
Module 1 : dup vs edit vs status bot. Module 2 : guardrail red team cancel. Module 3 : handoff payload review. Quiz 90 % before prod.
WMS hold signal bot
Pair verified unfulfilled both : bot triggers ops dup_hold flag API if integrated before handoff agent cancel.
Quels intents bot_dup_* classifier ?
Douze intents bot doublon commande avant flow DUPBOT.
Douze intents bot_dup
bot_dup_report_two_orders : client dit deux commandes identiques
bot_dup_which_cancel : laquelle annuler garder
bot_dup_proactive_nudge : bot détecte pair alerte client
bot_dup_before_ship : aucune expédiée annulation possible
bot_dup_one_shipped : une part une unfulfilled
bot_dup_both_shipped : retour doublon handoff
bot_dup_not_duplicate : SKUs adresses différents reroute
bot_dup_double_charge : deux captures même order reroute finance
bot_dup_retry_payment : retry après declined explain pair
bot_dup_guest_account : invité + compte link challenge
bot_dup_fraud_exclude : high risk reroute not dup
bot_dup_self_cancel_guide : lien cancel unfulfilled portal
Tier bot execution
Tier 1 auto : proactive_nudge, before_ship explain, not_duplicate reroute, self_cancel_guide, which_cancel default newer.
Tier 2 handoff : one_shipped cancel unfulfilled, both_shipped return label, double_charge finance, fraud_exclude.
Champs session bot
dup_intent, order_id_a, order_id_b, sku_overlap[], fulfillment_a/b, pair_verified Y/N, keep_order, cancel_order, handoff_reason.
Intent router dup keywords
« deux commandes », « double commande », « commandé deux fois », « annuler une » route DUPBOT before generic cancel macros.
Post-handoff bot silence
After cancel handoff DB-7 : bot stops dup guidance same session prevent contradictory cancel promises.
Comment le bot consomme DUP-MAP #472 ?
Le bot lit DUP-MAP #472 pour pair detect grounded sans inventer critères doublon.
Lookup DB-4 bot
dup_detection_window_min : delta minutes between orders
dup_match_criteria : email ship_address line_skus
cancel_default : newer | client choice
unfulfilled_cancel_auto : handoff priority flag
shipped_path : return RMA free label macro
shipping_fee_dup : refund shipping duplicate Y/N cite
Pair detect DB-3 API
Email auth → query recent orders window → compare line_items SKU qty ship_address → pair_verified score.
Proactive webhook
orders/create webhook → DB-3 pair check prior order → bot_dup_proactive_nudge TPL-DUPBOT-PROACTIVE if match.
Fulfillment grounded
bot_dup_before_ship : both fulfillment_status null only. API read not LLM assume.
RAG /pages/duplicate-order
Corpus DUP-* macros #472 + FAQ self-cancel link every dup thread.
Stale DUP-MAP alert
Bot RAG hash mismatch #472 : block pair answers handoff until sync.
Overlap score threshold
DB-3 pair_verified : SKU qty match 100 % + ship address + email + window all true not partial LLM guess.
Multi-order session lookup
DB-3 query last 3 orders 60 min same email : present list client pick pair if unsure order# both.
Comment rédiger la policy DUPBOT-SUP en huit règles ?
La policy bot doublon DUPBOT-SUP encadre detect guide sans cancel bot execute.
Huit règles DUPBOT-SUP
NO-CANCEL-WITHOUT-PAIR : DB-3 pair_verified before any cancel mention
NO-CANCEL-BOT-EXECUTE : handoff agents DU-7 cancel refund
DUP-MAP grounded : window criteria from map not LLM
Auth both orders : DB-2 email match order_a order_b
Default cancel newer : unless client specifies keep order#
FRAUD-EXCLUDE : high risk velocity reroute fraud not dup
Handoff payload complete : keep cancel fulfillment both ids
/pages/duplicate-order link : once per dup thread
Interdit bot
Cancel order API bot. Promise cancel shipped order. Merge two orders fantasy. Route order edit single modify. Waive restocking fee bot execute.
Order edit reroute
Single order address change keywords without two order# : route order edit not DUPBOT.
Client keep preference capture
DB-6 ask « garder #A ou #B ? » if client explicit before handoff override default newer.
Double charge not dup pair
bot_dup_double_charge : single order two captures route finance not pair cancel two orders explain TPL distinct.
Comment appliquer le flow DUPBOT DB-1 à DB-8 ?
Le flow DUPBOT DB-1 à DB-8 structure triage doublon bot grounded maps.
Huit étapes DB-1 à DB-8
DB-1 Intent classify : bot_dup_* from message
DB-2 Auth gate : email order# one or both collect second
DB-3 Pair detect : API recent orders DUP-MAP criteria overlap
DB-4 DUP-MAP lookup : window cancel_default shipped_path
DB-5 Fraud check : high risk bot_dup_fraud_exclude reroute
DB-6 Respond tier 1 : TPL-DUPBOT-* grounded DB-3 DB-4 fulfillment
DB-7 Branch : close guide | handoff cancel | handoff return | reroute not dup
DB-8 Log : intent pair_verified keep cancel handoff csat
DB-6 bot_dup_before_ship
TPL-DUPBOT-BEFORE-SHIP : both unfulfilled, will cancel #[newer] keep #[older], handoff agent under 30 min.
DB-6 bot_dup_proactive_nudge
TPL-DUPBOT-PROACTIVE : detected similar order #[B] after #[A]. Reply KEEP A or B or BOTH within [X] h.
DB-7 bot_dup_one_shipped
Handoff agent cancel unfulfilled payload both fulfillment status tracking shipped order.
DB-7 bot_dup_both_shipped
Handoff return label duplicate order DUP-BOTH-SHIPPED-01 #472 macro cite.
DB-2 collect second order#
Client provides one order# : bot asks second or auto-detect recent pair DB-3 reduce friction.
SLA handoff dup P1
bot_dup_before_ship handoff acknowledgment under 10 s with ticket ref agent queue dup priority.
DB-5 velocity fraud examples
Same ship 5 orders 1 h different cards : bot_dup_fraud_exclude TPL honest reroute fraud queue not dup auto cancel.
Quels templates TPL-DUPBOT-* et guardrails ?
Huit templates bot doublon et guardrails NO-CANCEL-WITHOUT-PAIR.
TPL-DUPBOT-PAIR-OK
« Commandes #[A] et #[B] identiques confirmées (mêmes articles, adresse). Nous annulerons #[cancel], #[keep] conservée. Agent confirme sous [SLA]. »
TPL-DUPBOT-BEFORE-SHIP
« Aucune expédiée : annulation #[cancel] possible sans frais. #[keep] préparée. Transfert agent immédiat. »
TPL-DUPBOT-ONE-SHIPPED
« #[shipped] expédiée suivi [tracking]. #[unfulfilled] sera annulée remboursée. Agent traite. »
TPL-DUPBOT-NOT-DUP
« Commandes différentes (articles ou adresse). Précisez modification : [order edit link]. »
TPL-DUPBOT-PROACTIVE
« Deux commandes similaires détectées #[A] #[B]. Répondez garder A ou B sous [X] h sinon #[newer] annulée par défaut. »
TPL-DUPBOT-SELF-CANCEL
« Annulez #[order] vous-même si non expédiée : [portal link]. Besoin aide : restez en chat. »
Guardrail NO-CANCEL-WITHOUT-PAIR-01
Block cancel language if pair_verified N or only one order_id known.
Guardrail NO-CANCEL-BOT-EXECUTE-01
Block Shopify cancel API bot role. Handoff only DB-7.
Touchpoints
Thank-you T1 proactive dup nudge if pair detect
/pages/duplicate-order T2 bot embed
Confirmation email chip « commandé deux fois ? »
Handoff Gorgias dup_bot payload
TPL-DUPBOT-HANDOFF
« Transfert agent annulation #[cancel] conservation #[keep]. Délai traitement sous 30 min ouvrées. Référence chat [id]. »
Confirmation email dup chip
Second confirmation email within window : deep link chat ?intent=bot_dup_report_two_orders proactive reduce ticket lag.
Quels cas proactive, retry et gift traiter ?
Les cas bot dup spéciaux exigent branch DUP-MAP ou handoff immédiat.
Proactive detect thank-you
Second order webhook 15 min : bot_dup_proactive_nudge before client tickets reduce dup_double_ship 25-35 %.
Retry payment pair
bot_dup_retry_payment : check both captures paid before cancel first order finance path.
Gift duplicate
#205 gift same ship address : pair detect buyer not recipient contact.
Guest account split
bot_dup_guest_account : phone zip challenge #122 link orders.
Partial SKU overlap
Overlap 80 % lines : TPL-DUPBOT-PAIR-OK partial. Below threshold TPL-DUPBOT-NOT-DUP.
COD dup pair
Two COD orders : link #469 cancel before confirm SMS both.
Preorder overlap
Preorder two same SKU : handoff allocation cancel one.
Flash sale scale
Pre-scale proactive webhook capacity 2x dup_pair_rate peak promo.
Mobile double tap context
62 % dup mobile : bot_dup_report_two_orders empathetic no blame TPL-DUPBOT-PAIR-OK fast path.
Made-to-order dup handoff
Made-to-order production started : bot handoff note production status not auto before ship promise.
Third-party marketplace dup
Marketplace orders dup on platform : bot reroute not Shopify DUPBOT.
Quels KPI dup_bot mesurer ?
Les KPI bot doublon lient auto-resolve, zero wrong cancel et cancel before ship assist.
Huit métriques clés
dup_bot_session_rate : sessions bot_dup / dup chats
dup_bot_auto_resolve : tier 1 closed / sessions
dup_bot_proactive_nudge_rate : proactive detects / dup pairs
dup_bot_cancel_before_ship_assist : handoff pre-ship resolved / eligible
dup_bot_wrong_cancel : guardrail violations (cible 0)
dup_bot_pair_detect_accuracy : verified pairs / bot pair claims
dup_bot_handoff_quality : payload complete / handoffs
dup_bot_csat : satisfaction post dup bot path
Benchmark DTC
dup_bot_auto_resolve 70-80 %, dup_bot_wrong_cancel 0, dup_bot_cancel_before_ship_assist > 85 %, dup_bot_csat > 4,3/5.
Dashboard dup bot
Intent breakdown, proactive vs reactive, not_dup reroute rate, handoff SLA minutes.
dup_bot_ticket_delta agents
Measure dup agent tickets post-DUPBOT : target 55-70 % tier 1 deflection maintain handoff quality.
A/B proactive vs reactive
Test webhook nudge on vs off 4 weeks measure dup_bot_cancel_before_ship_assist uplift.
dup_bot_proactive_response_rate
Track client replies to TPL-DUPBOT-PROACTIVE within window : optimize copy and default cancel timing.
Quels anti-patterns bot dup éviter ?
Douze anti-patterns bot doublon à bannir production.
1. Cancel bot API
NO-CANCEL-BOT-EXECUTE-01 handoff agents.
2. Cancel without pair verify
NO-CANCEL-WITHOUT-PAIR-01 block.
3. Cancel wrong order
Règle 5 default newer client confirm option.
4. Route order edit
Two order# required DUPBOT not edit bot.
5. Treat fraud as dup
Règle 6 FRAUD-EXCLUDE velocity.
6. Promise merge orders
Shopify no merge explain cancel one keep one.
7. Skip fulfillment check
API fulfillment_status both before ship branch.
8. Empty handoff
Règle 7 payload keep cancel fulfillment.
9. Refund #370 without dup context
Cite which order canceled refund timeline.
10. Ignore proactive window
Webhook pair detect underused double ship driver.
11. Silent proactive cancel
TPL-DUPBOT-PROACTIVE client choice window required.
12. Skip /pages/duplicate-order
Règle 8 link once self-cancel guide.
13. WISMO dup mix
Tracking question + dup same session : status both orders + dup branch one response not WISMO only.
14. Restocking fee promise
Bot never cite restocking fee accidental dup : #472 règle 5 no penalty cite TPL only.
Comment Qstomy implémente DUPBOT ?
Qstomy sur Shopify exécute DUPBOT : bot_dup_* classifier, DUP-MAP #472 pair detect, orders API fulfillment both, NO-CANCEL-WITHOUT-PAIR guardrails, proactive webhook nudge, handoff payload agents #472.
Capacités dup bot Qstomy
dup_intent_classifier : 12 bot_dup intents
dup_pair_detector : email SKU window API
dup_fulfillment_matrix : both orders status
dup_fraud_exclude_gate : high risk reroute
dup_proactive_webhook : orders/create nudge
dup_handoff_payload : keep cancel ids fulfillment
Pipeline #473 #472 #370
#473 bot tier 1 detect guide. #472 agents execute cancel. #370 refund timeline post-handoff.
Scénario DTC chiffré
Flash sale 52 dup tickets/mois, wrong cancel uncalibrated bot baseline.
Après DUPBOT-SUP + Qstomy : dup_bot_auto_resolve 78 %, dup_bot_wrong_cancel 0, dup_bot_cancel_before_ship_assist 90 %, dup_bot_csat 4,5/5.
Explorez support client et demander une démo.
Governance IA order
DB-8 logs feed gouvernance IA (#124) monthly dup_bot guardrail audit.
Weekly dup bot guardrail audit
Sample 25 sessions regex cancel language without pair_verified zero tolerance.
Integration thank-you Shopify
Checkout extensibility thank-you block Qstomy dup chip if recent order same session email detect.
Quelle checklist pour déployer DUPBOT ?
Checklist DUPBOT (12 étapes)
Sync DUP-MAP #472 JSON into bot RAG
Rédiger policy DUPBOT-SUP 8 règles
Deploy 12 intents bot_dup_* classifier
Implémenter DB-1 à DB-8 + guardrails
Shopify orders API pair detect DB-3 read-only
orders/create webhook proactive nudge staging
TPL-DUPBOT-* + /pages/duplicate-order corpus
Handoff Gorgias payload keep cancel fulfillment
Test 8 scenarios : pair ok before ship, one shipped, both shipped, not dup, proactive, retry, fraud exclude, self cancel
Dashboard KPI dup_bot section 9
Thank-you proactive T1 if pair in session
Red team cancel without pair quarterly zero tolerance
En bref
#473 = bot dup tier 1, pas execute cancel
DUP-MAP #472 : shared corpus
Proactive detect : pre-ship window critical
NO-CANCEL-WITHOUT-PAIR : verify first
KPI dup_bot_wrong_cancel : cible 0
FAQ
Bot annule commande ?
Non. Handoff agents #472 DU-7 execute. Bot guide pair verify.
Différence #472 ?
#472 agents cancel refund return. #473 bot detect classify guide handoff.
Proactive comment ?
Webhook second order → TPL-DUPBOT-PROACTIVE client choose keep.
Laquelle annuler ?
Default newer order. Client peut choisir keep order# explicit.
Order edit confusion ?
Single order modify route order edit not DUPBOT.
Aller plus loin
Cette semaine : import DUP-MAP into bot RAG, deploy bot_dup_* classifier, activer orders/create proactive webhook staging, configure NO-CANCEL-WITHOUT-PAIR guardrail, test 8 scenarios, lancer dashboard dup_bot_wrong_cancel zero tolerance.
Partagez ce guide #473 avec ops bot et entrepôt : une paire détectée au thank-you vaut dix colis doublons retournés, un handoff payload complet vaut trois tickets « mauvaise commande annulée ».
Black Friday bot scale
Pre-scale proactive webhook + dup bot capacity 2x dup_pair_rate Nov peak.
Go-live test matrix detail
8 scenarios staging : pair ok both unfulfilled handoff, one shipped, both shipped return handoff, not dup reroute edit, proactive nudge reply, retry payment, fraud exclude high risk, self cancel link guide.
Documentation interne DUPBOT
Wiki ops : intents → templates → handoff triggers, DUP-MAP owner #472, guardrail owner bot ops, revue trimestrielle red team cancel without pair.
Runbook agent handoff dup
Agents reçoivent keep_order cancel_order fulfillment_a/b dans payload Gorgias sans re-demander les deux numéros de commande.
Enzo
1 juillet 2026
