E-commerce
1 juillet 2026
« Le bot dit livraison gratuite mais j'ai 2,99 € de frais de service. » « L'IA promet remboursement fee sans vérifier refund policy. » « Chatbot confond manutention et service fee. » Trois échecs où un bot frais de service mal calibré invente utilité, promet refund ou mélange port manutention service.
Un chatbot IA frais de service e-commerce ne remplace pas les agents SVCFEE (#715). Il lit SVCFEE-MAP, cite purpose_explanation_copy, breakdown itemized et handoff refund waive vers humains.
Ce guide #716 couvre intents bot_svcfee_*, flow SVCFEEbot et KPI svcfee_bot. Paire bot du playbook SVCFEE (#715). Cas d'usage IA : expliquer calcul utilité opt-out sans refund inventé ni confusion port.
Sommaire
Pourquoi automatiser les frais de service par bot ?
« C'est quoi ce frais ? », « pourquoi en plus du port ? » et « comment le retirer ? » arrivent dès step shipping checkout ou post-commande email confirmation. Un bot calibré cite SVCFEE-MAP purpose, breakdown port manutention service et opt_out_path sans refund promis hors policy.
Ce que le bot résout tier 1 frais de service
Utilité fee : purpose_explanation_copy PURPOSE-CITE map
Breakdown itemized : port manutention service FEE-BREAKDOWN map
Opt-out guide : opt_out_path checkout steps map
Petit panier : amount_rule threshold small_order map
Cart API verify : Shopify fee line before claim
Baymard estime que 48 % des abandons panier sont liés à coûts additionnels imprévus (Baymard, abandon panier 2026). Sans bot grounded, l'IA amplifie abandon ou promesses refund hors map.
SVCFEEbot vs SVCFEE #715, bot #411, manutention #410 et port #204
Six contenus, six types frais checkout distincts.
Matrice rapide
#716 SVCFEEbot : bot tier 1 purpose breakdown opt-out handoff
#715 SVCFEE : agents refund exception waive redirect #410
Bot frais #411 : breakdown panier global reroute si service fee focus
Manutention #410 : HANDLING SAV distinct service fee platform
Port #204 : shipping rate transporteur distinct service
Checkout form #386 : aide champs coupon CP distinct frais
Pipeline : #716 bot explain service fee tier 1 → #715 agents refund exception redirect #410.
Quels intents bot_svcfee_* configurer ?
Huit intents bot frais de service mappés typologies svcfee_* #715.
Huit intents bot_svcfee
bot_svcfee_why : purpose_explanation_copy PURPOSE-CITE map
bot_svcfee_breakdown : port manutention service itemized cart
bot_svcfee_opt_out : opt_out_path checkout steps map
bot_svcfee_small_order : amount_rule threshold explain map
bot_svcfee_cart_check : Shopify cart API fee line verify
bot_svcfee_refund : refund_policy cite handoff #715
bot_svcfee_vs_handling : HAND410-REROUTE si manutention concern
bot_svcfee_handoff : refund waive exception → #715
Tier 1 auto : why, breakdown, opt_out, small_order si SVCFEE-MAP actif + guardrails.
bot_svcfee_handoff refund waive exception → agents #715 payload order intent.
Comment consommer SVCFEE-MAP #715 ?
Le bot lit SVCFEE-MAP #715 : svcfee_program_id, fee_type, amount_rule, trigger_rule, purpose_explanation_copy, opt_out_path, refund_policy, pdp_display_copy, customer_communication_copy.
Lookup grounded
PURPOSE-CITE-BOT : purpose_explanation_copy cite map verbatim
FEE-BREAKDOWN-BOT : service port handling itemized cart API
OPT-OUT-CITE-BOT : opt_out_path cite si opt_out map
NO-REFUND-PROMISE-BOT : refund_policy cite map only
CART-API-VERIFY-BOT : Shopify fee line amount before claim
ADDFEE411-REROUTE-BOT : total panier global → #411 breakdown all fees
HAND410-REROUTE-BOT : manutention → #410 HANDLING distinct service
SVCFEE715-HANDOFF-BOT : refund waive → #715 agents SF-7
Alignement anti-hallucination (#123) : purpose amount opt-out = SVCFEE-MAP whitelist only.
Policy SVCFEEBOT-SUP en six règles
Six règles bot frais de service responsable.
SVCFEE-MAP-GROUNDED-BOT : purpose amount opt-out depuis map only
PURPOSE-CITE-BOT : purpose_explanation_copy cite fee confirmé
FEE-BREAKDOWN-BOT : itemized port manutention service jamais lump sum
OPT-OUT-CITE-BOT : opt_out_path cite si retirer option map
NO-REFUND-PROMISE-BOT : refund_policy cite map handoff #715
CHECKOUT-CONTEXT-ONLY : bot actif cart shipping step pas step paiement PCI
Flow SVCFEEbot SFB-1 à SFB-8
Flow huit étapes bot frais de service.
SFB-1 Classify : bot_svcfee_* intent detect cart checkout widget
SFB-2 Collect : cart_id token order_ref if post-purchase
SFB-3 SVCFEE-MAP : fee_type amount purpose opt-out refund
SFB-4 Cart lookup : Shopify API fee lines shipping handling verify
SFB-5 Guardrail : PURPOSE BREAKDOWN OPT-OUT NO-REFUND HAND410 HANDOFF
SFB-6 Respond : TPL-SVCFEEbot grounded customer_communication_copy
SFB-7 Handoff or close : refund waive post-purchase #715 #410 payload
SFB-8 Log : intent svcfee_program_id tag svcfee_bot purpose handoff Y/N
Exemple TPL-SVCFEEbot-PURPOSE
« Frais [svcfee_program_id map] [amount_rule map] : [purpose_explanation_copy map verbatim.] Distinct port [shipping] € et manutention [handling si map] €. PURPOSE-CITE-BOT FEE-BREAKDOWN-BOT. »
Templates TPL-SVCFEEbot et touchpoints
Quatre templates essentiels.
TPL-SVCFEEbot-PURPOSE
Frais [svcfee_program_id] [amount_rule map] : [purpose_explanation_copy map.] PURPOSE-CITE-BOT.
TPL-SVCFEEbot-BREAKDOWN
Panier : Produits [subtotal] € · Port [shipping] € · Manutention [handling si map] € · Service [service fee map] € · Total [total] €. FEE-BREAKDOWN-BOT.
TPL-SVCFEEbot-OPT
Retirer [fee_type map] : [opt_out_path map checkout steps.] Avant paiement si commande non expédiée. OPT-OUT-CITE-BOT.
TPL-SVCFEEbot-HANDOFF
Demande [refund fee / waive / manutention litige] transmise équipe. Récap [order_ref intent]. SVCFEE715-HANDOFF-BOT ou HAND410-REROUTE-BOT.
Touchpoints
Cart shipping step widget : bot_svcfee_breakdown proactive
Keyword frais service fee : bot_svcfee_why entry
Option gift wrap checked : bot_svcfee_opt_out trigger
Post-order confirmation chat : bot_svcfee_refund handoff
Cas limites et reroutes
Cinq cas hors tier 1 bot frais de service standard.
Breakdown panier global : ADDFEE411-REROUTE-BOT #411 all fees distinct service focus
Manutention entrepôt : HAND410-REROUTE-BOT #410 handling post-achat
Consigne dépôt : #412 DEP distinct service fee
Taxes checkout : #758 taxes distinct frais service option
Refund execute bot : NO-REFUND-PROMISE-BOT agents #715 only
Bot explain purpose tier 1. Refund waive exception → agents #715.
KPI svcfee_bot essentiels
Cinq métriques pilotage SVCFEEbot.
svcfee_bot_purpose_deflect : why breakdown résolu sans agent
svcfee_bot_purpose_cite_rate : PURPOSE-CITE-BOT / bot_svcfee_why
svcfee_bot_breakdown_cite_rate : FEE-BREAKDOWN-BOT / bot_svcfee_breakdown
svcfee_bot_refund_promise_violations : refund promise bot audit cible 0
svcfee_bot_cart_save_rate : session continue checkout post explain
Cible : svcfee_bot_refund_promise_violations 0 et svcfee_bot_purpose_deflect supérieur à 55 %.
Anti-patterns SVCFEEbot
Cinq erreurs fréquentes bot frais de service.
Utilité inventée bot : PURPOSE-CITE purpose_explanation_copy map
Lump sum opaque bot : FEE-BREAKDOWN itemized obligatoire
Promettre refund bot : NO-REFUND-PROMISE refund_policy handoff #715
Confondre port service bot : cart API shipping vs service line
Bot step paiement PCI : CHECKOUT-CONTEXT-ONLY cart shipping step
SVCFEEbot avec Qstomy
Qstomy sur Shopify : detect bot_svcfee intent, SVCFEE-MAP RAG grounded, purpose breakdown cite, opt-out guide, handoff #715 refund tier 2.
Pipeline : #716 bot explain service fee tier 1 → #715 agents refund exception redirect #410.
Explorez support IA et demander une démo.
Checklist, FAQ et aller plus loin
Checklist SVCFEEbot (8 étapes)
Sync SVCFEE-MAP #715 : RAG bot cart shipping step widget
Policy SVCFEEBOT-SUP : 6 règles PURPOSE BREAKDOWN OPT-OUT NO-REFUND
8 intents bot_svcfee_* : flow SFB-1 à SFB-8
4 templates TPL-SVCFEEbot-* : PURPOSE BREAKDOWN OPT HANDOFF
Shopify cart API sync : fee lines bot agents test
Checkout shipping embed : bot_svcfee_breakdown proactive
Red team 10 prompts : refund promis purpose inventé port confondu bot
Dashboard KPI : svcfee_bot_* section 9 purpose_deflect refund_violations
FAQ
Différence #715 ?
#715 = agents refund exception waive redirect #410. #716 = bot tier 1 explain purpose handoff.
Différence bot #411 ?
#411 = breakdown panier global all fees. #716 = focus service fee purpose opt-out.
Bot rembourse le fee ?
Non. NO-REFUND-PROMISE-BOT TPL-SVCFEEbot-HANDOFF #715.
Retirer emballage cadeau bot ?
TPL-SVCFEEbot-OPT opt_out_path OPT-OUT-CITE-BOT map.
Aller plus loin
Cette semaine : indexer SVCFEE-MAP RAG checkout shipping, sync Shopify cart fee API bot, red team refund promis bot violations.
Enzo
1 juillet 2026
