E-commerce
1 juillet 2026
« Remboursé 89 $ au lieu de 120 $ CAD. » « Pourquoi ma banque affiche une autre devise ? » « Shopify dit remboursé mais le montant ne correspond pas. » Trois messages où le client confond presentment Shopify, conversion banque et bug refund, sans réponse bot grounded.
Un chatbot IA remboursement multi-devises e-commerce ne remplace pas MCUR-FLOW agents (#452). Il lit MCUR-MAP, cite presentment paid vs refunded, explique FX drift banque, route pending statut #370 et handoff facture TVA #452.
Ce guide #453 couvre intents bot_mcur_*, flow MCUR-BOT et KPI mcur_bot. Distinct du SAV multi-devises (#452) et de statut refund (#370) : ici, cas d'usage IA expliquer écarts devise remboursement international.
Sommaire
Pourquoi un bot FX refund réduit-il les chargebacks devise ?
Un ticket refund FX évitable naît quand le client lit son relevé bancaire sans comprendre que Shopify a remboursé en presentment_currency et que la banque convertit au crédit.
Cinq déclencheurs tickets FX botifiables
Amount gap : montant perçu ≠ payé
Currency mismatch : relevé USD vs commande CAD
FX drift J+30 : taux achat vs refund différent
PayPal wallet : conversion wallet interne
Pending vs dispute : confond attente banque et écart FX
Gorgias estime que 12 à 18 % des tickets post-retour concernent statut ou délai remboursement (Gorgias, SAV 2026). Shopify rembourse en presentment currency de la commande (Shopify, remboursements 2026). Stripe rappelle que la banque émettrice convertit au crédit final (Stripe, multi-currency 2026).
Angle #453 vs contenus voisins
SAV mcur #452 : invoice VAT re-refund execute. Le #453 = bot tier 1 FX explain presentment.
Statut #370 : pending délai banque. Le #453 = montant devise FX layer.
Display #393 : checkout vs débit achat. Le #453 = post-refund only.
Bot pricing #394 : prix international pre-buy. Le #453 = post-refund FX.
Partial #368 : montant partiel. Le #453 = devise couche presentment.
Exemple DTC Markets
Markets CA/UK/EU, 38 tickets mcur_refund_fx/mois baseline #452. Après MCUR-BOT : mcur_bot_resolution 87 %, mcur_bot_ticket_delta -51 %, mcur_bot_fx_resolution 92 %, mcur_bot_chargeback_fx -48 %.
Order gate MB-2
Verify order_id + presentment_currency before MCUR-BOT. No amount invent from LLM.
January FX ticket spike
Post-holiday international returns : pre-scale MCUR-BOT T1 T4 before January FX confusion wave.
CAD USD pair density
Highest mcur_refund_fx volume CA market US cardholders. Pre-load MCUR-FX-01 CAD presentment examples MCUR-MAP.
Partial refund presentment overlay
bot_mcur_partial_presentment cites partial presentment from refunds[] before FX explain on remainder disputes.
En quoi MCUR-BOT diffère-t-il de REF-STAT #370 et MCUR-FLOW #452 ?
Bot FX refund, bot statut pending et playbook agents documents : trois couches post-retour.
Matrice bot refund → rôle
#453 MCUR-BOT : presentment cite, FX drift explain, wrong currency detect
#370 REF-STAT : pending success failed timeline no FX math
#452 MCUR-FLOW : invoice VAT re-refund finance execute
#369 REF-EXP : carte expirée failed refund
Router upstream
« Remboursé moins », « devise différente », « CAD USD EUR refund », « conversion banque » → MCUR-BOT. « Où est mon refund » pending only no amount dispute → bot_mcur_route_370. « Facture TVA compta » → bot_mcur_handoff_452. « Prix checkout débit » pre-pay → bot_mcur_route_393.
Données MCUR-BOT
MCUR-MAP #452 fx_drift_disclaimer, Shopify order presentment + refunds[], refund status, MCUR-FX-01 template.
Promesse #453
Policy MCUR-BOT, 12 intents bot_mcur_*, flow MB-1 à MB-8, guardrails no FX compensation, KPI mcur_bot_*.
FX explain not compensate
#453 default explain bank conversion. Goodwill delta only #393 bug proven handoff finance #452.
REF-STAT + MCUR-BOT stack
Same order lookup API : #370 reads status timeline, #453 adds presentment FX when amount currency keywords detected.
International returns stack
Logistics INT-RET #379 first. MCUR-BOT activates after refund launched presentment dispute not return transit.
Quels intents bot_mcur_* configurer ?
Douze intents bot remboursement multi-devises couvrent FX explain et routing.
Douze intents bot_mcur
bot_mcur_order_lookup : order_id → presentment MB-2
bot_mcur_presentment_cite : paid vs refunded presentment grounded
bot_mcur_fx_drift_explain : MCUR-FX-01 bank conversion
bot_mcur_refund_amount_gap : compare presentment equal then FX
bot_mcur_wrong_currency_detect : refund currency ≠ presentment bug
bot_mcur_paypal_wallet_fx : MCUR-PAYPAL-01 wallet layer
bot_mcur_partial_presentment : partial amount presentment #368
bot_mcur_receipt_currency : reçu presentment explain brief
bot_mcur_route_370 : pending only no FX dispute
bot_mcur_route_393 : pre-pay display error
bot_mcur_handoff_452 : invoice VAT accounting finance
bot_mcur_handoff_369 : failed expired card refund
Tags session
mcur_bot, mcur_bot_fx, mcur_bot_resolved, mcur_bot_handoff_452, mcur_bot_route370. Distinct ref_stat, currency.
Triggers T1-T5
T1 : keyword remboursé devise CAD USD EUR. T2 : order status page refund section. T3 : post-return email reply FX. T4 : proactive 7 j post-refund success international. T5 : chargeback threat FX motif.
Intent priority
bot_mcur_order_lookup before bot_mcur_fx_drift_explain. bot_mcur_wrong_currency_detect P1 before FX macro if currency mismatch.
P1 wrong currency priority
bot_mcur_wrong_currency_detect overrides FX drift macro. Finance handoff SLA 24 h per MCUR-SUP #452.
Comment appliquer le flow MCUR-BOT en huit étapes ?
Le flow MCUR-BOT guide refund FX explain grounded MCUR-MAP #452 et Shopify API.
Huit étapes MB-1 à MB-8
MB-1 Accueil : « Je vérifie votre remboursement en devise commande. »
MB-2 Lookup order : order_id auth → presentment_currency
MB-3 Classifier intent : bot_mcur_* section 3
MB-4 Read refunds : presentment paid, refunded[], status, currency each
MB-5 Match MCUR-MAP : fx_drift_disclaimer refund_currency_rule
MB-6 Respond : presentment cite | FX explain | wrong currency | route
MB-7 CTA : /pages/multi-currency-orders | handoff #452 #370 #369
MB-8 Clore/log : mcur_bot_action, presentment_match, fx_explained, handoff
MB-6 bot_mcur_refund_amount_gap
MB-4 presentment paid = refunded → bot_mcur_fx_drift_explain MCUR-FX-01. Not equal presentment → bot_mcur_wrong_currency_detect or partial #368.
MB-6 pending branch
Refund pending + client « pas reçu » no amount dispute → bot_mcur_route_370 REF-STAT with presentment context.
MB-6 wrong currency bug
Refund transaction currency ≠ presentment → bot_mcur_handoff_452 P1 finance re-refund pre-fill MB-4 fields.
MB-4 partial overlay
bot_mcur_partial_presentment : cite partial presentment amount from refunds[] + PART-REF policy link.
MB-8 chargeback prevention log
Log fx_explained Y/N before handoff. Dashboard mcur_bot_fx_resolution.
MB-7 FAQ fork
Deep link /pages/multi-currency-orders after MCUR-FX-01 for clients wanting full policy read.
MB-6 PayPal branch
payment_gateway paypal : bot_mcur_paypal_wallet_fx MCUR-PAYPAL-01 after presentment cite equal check.
Quelle policy MCUR-BOT documenter ?
La policy bot remboursement multi-devises MCUR-BOT reprend MCUR-SUP #452 avec garde-fous IA.
Huit règles MCUR-BOT
MCUR-MAP only : fx_drift disclaimer from JSON #452
Presentment API grounded MB-4 : before any amount cite
No FX compensation default : explain bank not delta goodwill
No cross-currency refund promise : refund_currency_rule presentment only
Wrong currency → handoff #452 : bot never re-refund execute
Pending → route #370 : no FX math if dispute is timing only
No settlement currency client : presentment external comms only
Max 8 turns FX flow : puis handoff #452 or FAQ link
Corpus RAG sources
/pages/multi-currency-orders, MCUR-MAP #452, MCUR-FX-01 MCUR-REFUND-01 templates, REF-STAT handoff rules #370.
Distinct REF-STAT #370
#370 timeline pending. #453 adds presentment FX when client cites amount currency gap.
Revue mensuelle bot mcur
Audit : FX compensation promises, invent amounts, cross-currency refund offers, skip presentment cite.
MCUR-SUP prérequis gate
No MCUR-BOT prod until #452 MCUR-SUP published and agents trained handoff fields MB-8.
Corpus REF-STAT handoff
MCUR-BOT règle 6 : document REF-STAT trigger phrases « pas encore reçu », « combien de jours » without amount currency gap.
Quels guardrails protègent presentment et FX explain ?
La matrice bot FX autorisé vs interdit protège chargebacks et exactitude presentment.
Actions autorisées bot
Cite presentment paid and refunded from API
Explain FX drift MCUR-FX-01 disclaimer
Confirm refund presentment currency matches order
Route pending #370 timing only
Detect wrong currency bug handoff #452
Cite partial presentment #368 amount
Link /pages/multi-currency-orders FAQ
Handoff invoice VAT #452
Actions interdites bot
Compensate FX drift delta goodwill default
Invent refund amount currency
Promise EUR refund on USD presentment order
Execute re-refund or invoice generate
Blame client bank aggressively
Mix REF-STAT pending with FX when amounts equal
Anti-hallucination refund
Template : « Remboursement Shopify : [amount] [presentment_currency]. » from MB-4 JSON. Voir prévention hallucinations.
Empathy FX explain
Acknowledge frustration then presentment facts + bank disclaimer. Never « c'est normal arrêtez » tone.
Chargeback threat T5
Empathy first MB-1 then presentment cite MB-6 before disclaimer. Reduces escalation when FX explained grounded.
Comment brancher MCUR-MAP #452 et Shopify refund API ?
L'intégration bot FX refund combine MCUR-MAP, order presentment et refund transactions.
Champs read MCUR-BOT
presentment_currency : order checkout currency
presentment_total : order total paid
refunds[] : amount, currency, status, created_at
fx_drift_disclaimer : MCUR-MAP per market
payment_gateway : stripe paypal shop_pay
market_id : Shopify Markets context
Shopify Admin API Order refunds presentmentMoney (Shopify, Refund 2026).
MB-4 compare logic
Sum refunds presentment = paid presentment → FX explain path. Currency mismatch any refund → wrong currency P1.
Integration Qstomy
Voir intégration Shopify + MCUR-MAP RAG sync #452.
Return portal context
If return not received warehouse : route #370 ref_stat_not_started not FX explain yet.
BNPL partial path
Klarna Alma orders : bot_mcur_partial_presentment + handoff installment if sync dispute.
Refund webhook MB-4 refresh
Shopify refund create event invalidates cache. Bot re-read refunds[] before MCUR-FX send stale amount block.
Shop Pay wallet read
MB-4 payment_gateway shop_pay : presentment refund same rules. Wallet display conversion external to Shopify presentment cite.
Quels triggers post-retour et UX pour MCUR-BOT ?
Le déploiement UX MCUR-BOT intercepte confusion FX avant chargeback.
Cinq placements widget
T1 keyword FX T1 : remboursé devise moins conversion
T2 order status refund : chip « Question devise remboursement »
T3 post-refund email T3 : reply thread FX keywords
T4 proactive T4 7j : international refund success check-in
T5 /pages/multi-currency T5 : FAQ opens bot context
Proactive message MB-1
« Votre remboursement commande #[X] : [amount] [presentment_currency] traité Shopify. Votre banque peut afficher conversion : [disclaimer one line]. Question ? »
BFCM international returns
Scale T1 T4 capacity January post-holiday FX ticket wave cross-border.
Mobile order status
Refund section presentment_currency visible + bot chip reduces FX confusion mobile majority.
Coexistence #370 widget
Same chat router : timing pending → REF-STAT. Amount currency gap → MCUR-BOT MB-3 classifier.
Post-refund email footer
Klaviyo template presentment_currency + bot link reduces T3 reply FX volume 35-45 % pilot Markets brands.
Order status presentment display
Show presentment_currency on refund line order status page. T2 bot chip click rate highest when amount visible.
Quels KPI mcur bot mesurer ?
Les KPI bot remboursement multi-devises lient FX resolution, deflection et chargebacks.
Huit métriques clés
mcur_bot_resolution_rate : résolu sans handoff / sessions mcur_bot
mcur_bot_ticket_delta : baisse tickets #452 vs baseline
mcur_bot_fx_resolution : FX explained presentment match / amount gap tickets
mcur_bot_wrong_currency_detect : bugs routed finance / total refunds
mcur_bot_route370_rate : pending routed REF-STAT correctly
mcur_bot_handoff_452_rate : invoice VAT finance routed
mcur_bot_chargeback_fx_delta : chargebacks motif devise vs baseline
mcur_bot_csat : satisfaction tag mcur_bot resolved
Benchmark DTC Markets
mcur_bot_resolution 84-90 %, mcur_bot_fx_resolution 88-94 %, mcur_bot_ticket_delta -45-55 %, mcur_bot_chargeback_fx_delta -40-52 %, mcur_bot_csat > 4,3/5.
Dashboard mensuel
Market breakdown, presentment match rate MB-4, FX vs pending vs wrong currency split, handoff accuracy.
A/B T4 proactive
50 % international refund success +7 j proactive MCUR-FX vs none 8 semaines. Measure chargeback FX delta.
Presentment match rate KPI
Track MB-4 paid = refunded presentment % sessions. Target 100 % verify before FX macro send.
mcur_bot_route370 accuracy
Audit monthly : pending-only tickets correctly routed REF-STAT not MCUR-FX. Target misroute < 5 %.
Quels anti-patterns éviter sur bot FX refund ?
Douze anti-patterns bot remboursement multi-devises à bannir.
1. FX compensation default
Règle 3 explain not compensate bank drift.
2. Invent refund amount
Règle 2 MB-4 API only.
3. Cross-currency refund promise
Règle 4 presentment only.
4. Re-refund execute bot
Règle 5 handoff #452 finance.
5. FX math on pending
Règle 6 route #370 timing first.
6. Skip presentment cite
Client needs numbers before disclaimer accept.
7. Settlement to client
Règle 7 internal payout confusion.
8. Confondre #393 display
Pre-pay checkout → bot_mcur_route_393.
9. Generic REF-STAT on FX gap
Amount dispute presentment equal needs MCUR-FX not pending macro.
10. Ignore wrong currency bug
P1 handoff not FX explain when currency mismatch.
11. Deploy before MCUR-MAP #452
No MCUR-BOT prod without fx_drift_disclaimer published.
12. Invoice generate bot
bot_mcur_handoff_452 not Sufio execute.
13. Blame bank tone
MCUR-FX neutral language. Empathy + facts not « contactez votre banque seule » dismiss.
14. Duplicate REF-STAT macro
Erreur : full REF-STAT response when client cites CAD vs USD amount. MCUR-BOT presentment first always.
Comment Qstomy automatise les remboursements multi-devises ?
Qstomy sur Shopify exécute MCUR-BOT : MB-2 order lookup, MB-4 presentment refunds read, bot_mcur_presentment_cite, bot_mcur_fx_drift_explain MCUR-FX-01, wrong currency detect, route #370 #393, handoff #452 finance VAT invoice pre-filled.
Capacités bot_mcur Qstomy
mcur_presentment_lookup : MB-4 paid refunded
mcur_fx_template : MCUR-FX-01 auto grounded
mcur_wrong_currency_flag : P1 handoff trigger
mcur_route_ref_stat : #370 pending disambiguation
mcur_handoff_ticket : #452 finance pre-fill
mcur_map_rag : MCUR-MAP disclaimer sync
Pipeline #452 → #453
#452 MCUR-SUP MCUR-MAP prérequis. #453 bot tier 1 deflect 85 %+ mcur_refund_fx. Shared MCUR-FX-01 template.
Scénario DTC chiffré
Markets 4 regions, 38 tickets mcur_refund_fx/mois, mcur_fcr 61 % baseline #452.
Après MCUR-BOT Qstomy T1 T2 : mcur_bot_resolution 88 %, mcur_bot_ticket_delta -49 %, mcur_bot_fx_resolution 93 %, mcur_bot_chargeback_fx_delta -46 %, mcur_bot_csat 4,5/5.
Explorez support client et demander une démo.
Continuity #370
REF-STAT bot handles pending. MCUR-BOT adds presentment FX layer same widget intent router.
Weekly mcur_bot audit
Transcript scan FX compensation promises zero. Presentment cite rate 100 % on amount responses.
RAG corpus mcur bot
Feed MCUR-MAP + 40 transcripts MB-8 anonymisés for intent bot_mcur tuning quarterly with ops #452.
Quelle checklist pour déployer MCUR-BOT ?
Checklist MCUR-BOT (12 étapes)
Valider MCUR-SUP #452 + MCUR-MAP /pages/multi-currency-orders
Export MCUR-MAP fx_drift_disclaimer JSON + refund API read
Configurer 12 intents bot_mcur_* section 3
Implémenter flow MB-1 à MB-8 + presentment gate MB-4
Deploy T1 FX keywords + T2 order status refund chip
Guardrails no FX compensation + no cross-currency promise
Router pending #370 vs FX gap MB-3 disambiguation
Wrong currency P1 handoff #452 template
Tests staging 8 scénarios : FX drift equal, wrong currency bug, pending route 370, partial presentment, PayPal, route 393, handoff invoice 452, failed 369
Dashboard KPI mcur_bot_fx_resolution mensuel
RAG sync MCUR-MAP on policy change
Coexistence REF-STAT #370 widget router doc
En bref
#453 = bot FX refund, pas SAV #452 ni pending seul #370
Presentment grounded : MB-4 before FX explain
FX drift : banque convertit, MCUR-FX-01
No compensation : explain default not delta goodwill
KPI mcur_bot_fx_resolution : cible > 88 %
FAQ
Bot vs agents #452 ?
#452 invoice VAT re-refund execute. #453 bot tier 1 presentment FX explain.
Différence #370 ?
#370 pending délai banque. #453 montant devise quand presentment match mais relevé différent.
Remboursé moins que payé ?
MB-4 compare presentment. Égal → MCUR-FX-01 bank. Inégal currency → handoff #452 P1.
Compenser écart FX ?
Non par défaut MCUR-BOT règle 3. Goodwill seulement #393 bug proven finance.
Triggers bot ?
T1 keywords FX, T2 order status refund, T4 proactive +7 j international.
Aller plus loin
Cette semaine : validez MCUR-MAP #452, configurez intents bot_mcur_*, déployez T1 keywords FX helpdesk, testez MB-4 presentment compare logic, connectez router #370 pending, lancez dashboard mcur_bot_fx_resolution.
Partagez ce guide #453 avec finance et support : un bot qui cite presentment avant disclaimer vaut dix chargebacks FX, une promesse compensation drift vaut cent tickets escalade finance et zéro marge Markets.
Go-live test matrix
8 scenarios sign-off : FX drift equal presentment, wrong currency bug, pending route 370, partial presentment, PayPal wallet, route 393, handoff 452 invoice, failed 369.
Document MB-3 classifier decision tree pending vs FX vs wrong currency before production traffic enable.
BFCM proactive T4
Schedule T4 +7 j international refund check-in pre-Black Friday config. Reduces January FX ticket backlog 20-30 % pilots.
Review MB-8 logs monthly with finance team for wrong currency bug trend.
Enzo
1 juillet 2026
