E-commerce
July 1, 2026
An advertisement announces "-30% and free delivery". The landing page displays the normal price, no code is indicated, and fees appear at checkout. For the customer, the promise was not kept. They abandon their cart and contact support with the feeling of having been deceived.
The support for inconsistencies between advertising, landing page and checkout must reconstruct the exact journey, verify the active campaign, and propose a solution without dismissing the report too quickly. This scenario is different from an expired offer or a simple catalog price error.
The guide #931 presents the ADLC-SUP policy, the ALC-1 to ALC-8 flow, and the ADLC-MAP matrix. It complements the future campaign inconsistency detection bot (#932), which is responsible for collecting the first pieces of evidence before an agent intervenes.
Summary
Why does an inconsistent promise cause abandonment and a ticket?
Advertisements, landing pages, promotional rules, and the checkout are not always updated at the same time. A creative may still show a discount even though the landing page has changed, or Shopify might apply a different shipping rule. Without a shared reference, the agent risks contradicting the customer or offering a commercial gesture without correcting the root cause.
The Five Most Common Inconsistencies
Ad and landing page: the advertised discount does not appear on the landing page.
Landing page and checkout: the code or price displayed on the page is not applied at checkout.
Shipping: the ad promises free shipping, but fees are added to the cart.
Product: the advertising visual links to a different SKU or another collection.
Cart abandonment: the customer leaves the journey before asking for an explanation.
Retail Example
A fashion brand used to receive fourteen adlc_ tickets per month. After the creation of ADLC-MAP, 81% of inquiries were resolved in the correct path and the number of campaign corrections triggered by support increased by 60% in six weeks.
Convert over 2,000 customers on average per month with Qstomy.
The world’s 1st Shopify AI dedicated to customer conversion
Empowering 200+ e-commerce merchants
How do you distinguish ADLC from other promotional issues?
A missing discount can stem from an expired campaign, an incorrect catalog price, an invalid code, or a genuine inconsistency between the steps of the funnel. The diagnosis determines which team needs to be mobilized.
Which guide to use?
#931 ADLC: the promise is active, but it is not consistent between the advertisement, the landing page, and the checkout.
EXPIAD #929: the advertisement or the offer has expired.
Pricing errors: the catalog displays an incorrect price, independent of a campaign.
Promo codes: the code is invalid or subject to poorly understood conditions.
CHECKOUT #386: the customer needs help filling out or using the checkout.
ATTACH #877: support needs to collect a screenshot or a document.
Bot #932: the bot collects evidence and qualifies the journey.
Guide #929 concerns a promise that is no longer valid. Guide #931 concerns a promise currently visible, but applied inconsistently in the online journey.
What guide #931 provides
ADLC brings together the ADLC-SUP policy, the ADLC-GATE tree, response macros, the campaign promise registry, and the adlc_resolution_rate KPI.
Which adlc_* typologies should be used?
The typology must indicate at which step the promise is broken. This precision makes it possible to reproduce the issue and send an actionable signal to the marketing or merchandising teams.
The eight ADLC-MAP typologies
adlc_ad_landing_gap: the promise of the ad is not repeated on the landing page.
adlc_landing_checkout_gap: the offer presented on the landing page disappears at checkout.
adlc_shipping_mismatch: the delivery advertised as free becomes paid.
adlc_product_mismatch: the ad and the landing page do not display the same product.
adlc_bundle_mismatch: a bundle is advertised, but the journey only contains a single item.
adlc_locale_mismatch: the campaign redirects to the wrong market, the wrong currency, or the wrong price.
adlc_abandon_report: the customer reports abandoning their cart because of the inconsistency.
adlc_ops_flag: the ticket must trigger a correction of the campaign or the funnel.
Which ADLC-SUP rules must agents apply?
The ADLC-SUP policy requires verifying the user journey before rejecting a request or granting compensation. It aims to resolve the customer's issue while correcting the source of the inconsistency.
The Six ADLC-SUP Rules
FUNNEL-REGISTRY-FIRST: Compare the advertisement, the landing page, and the checkout with the campaign registry.
Proof path: Ask, whenever possible, for the URL, the UTM, a screenshot, and the exact step of abandonment.
Reproduce first: Reproduce the journey using the same device, market, and link before drawing a conclusion.
Fix not just refund: When a discrepancy is confirmed, create an ops_flag to correct the campaign instead of just processing the ticket.
Goodwill bridge: Grant a temporary gesture only when the correction is documented and in progress.
Handoff #932: Pass the necessary fields to the bot to collect first-level evidence.
The Minimal Promise Registry
Ad creative: Text, price, delivery, and code advertised.
Landing URL: URL and UTM tested on mobile and desktop.
Checkout rules: Automatic code, delivery threshold, and active terms.
Eligible products: SKUs and collections included in the campaign.
Marketing Lead: Contact details and channel when an ops_flag is created.
What path should be followed from complaint to correction?
The ALC-1 to ALC-8 flow helps the agent reconstruct the funnel, resolve the ticket, and forward directly actionable information to the responsible team.
The Eight ALC Steps
ALC-1 — Gather the customer journey: identify the ad seen, the landing page, and the stage where the customer dropped off.
ALC-2 — Classify: select the appropriate adlc_* typology.
ALC-3 — Compare: compare the journey against the FUNNEL-REGISTRY.
ALC-4 — Replicate: test using the same link, same device, same currency, and same UTM.
ALC-5 — Resolve: apply the correct macro, fix the code, or restore the shipping rule.
ALC-6 — Report: escalate the confirmed discrepancy to the advertising, marketing, or merchandising teams.
ALC-7 — Create a workaround: offer an approved gesture when the technical fix is not immediate.
ALC-8 — Document: record the KPI, the root cause, and the correction brief.
Which macros should be used to respond clearly?
ADLC macros must explain what has been verified and what the customer can do now. They must never promise a discount before the path has been reproduced.
ADLC Library
ADLC-PROOF-ASK: “Thank you for your report. Could you send us the link or a screenshot of the advertisement and the page you visited?”
ADLC-MISMATCH-OK: “We have confirmed a discrepancy between {{étape_A}} and {{étape_B}}.”
ADLC-FIX-LINK: “The page has been corrected. You can resume your purchase here: {{url}}. The code to use is {{code}}.”
ADLC-SHIPPING-FIX: “Free shipping has been reapplied. Here is your cart link: {{lien}}.”
ADLC-BRIDGE: “While the campaign is being corrected, we can offer you {{geste}}.”
ADLC-OPS-FLAG: “We have forwarded the inconsistency to the marketing team. Thank you for reporting it to us.”
ADLC-NO-MISMATCH: “We have reproduced the path. It is currently compliant for the following reason: {{explication}}.”
ADLC-DONE: “Here is the summary of ticket {{id}} and the applied solution: {{résolution}}.”
How to use ADLC-GATE and coordinate the teams?
The ADLC-GATE tree prevents the agent from denying a promise without verification or from escalating a ticket without proof.
ADLC-GATE decision tree
Proof or a link is available: launch PROOF-ASK if necessary, then reproduce the path.
The discrepancy lies between the advertisement and the landing page: confirm it, provide the corrected link, and create an ops_flag.
The discrepancy lies between the landing page and the checkout: check the code, delivery, and merchandising rules.
The path is compliant: use NO-MISMATCH and explain the conditions precisely.
A fix is in progress: offer only the documented transitional gesture.
Five or more tickets concern the same UTM within 24 hours: ask the marketing team to evaluate pausing the campaign.
Ritual before launching a campaign
Test the advertisement, landing page, and checkout on mobile and desktop on the same day. Update the promise registry and synchronize the proof fields used by bot #932.
Which KPIs and quality controls should be monitored?
ADLC KPIs measure support's ability to confirm true discrepancies and trigger a funnel correction, rather than multiplying isolated compensations.
The four main KPIs
adlc_resolution_rate: share of tickets resolved without escalation or unjustified compensation.
adlc_reproduce_confirm_rate: share of discrepancies confirmed by reproducing the user journey.
adlc_ops_flag_rate: share of marketing reports that result in a fix within 48 hours.
adlc_abandon_linked_rate: share of tickets associated with a shopping cart abandonment.
Prepare the handoff to bot #932
Export ADLC-MAP to the bot, giving priority to adlc_ad_landing_gap and adlc_landing_checkout_gap. The FUNNEL-REGISTRY-GATE safeguard must require the collection of the URL, UTM, device, and screenshot before any escalation.
How do you handle A/B testing, markets and influencer links?
Some apparent discrepancies stem from a campaign variant or an incorrect browsing context. They must be verified before being considered as errors.
Landing page A/B test
A customer may have received variant B without a promotion. The registry must indicate the variant associated with each UTM. Explain the test or redirect to the eligible variant if the campaign provides for it.
French advertisement and page from another market
Classify the ticket as adlc_locale_mismatch. Redirect the customer to the correct market or explain the currency and local conditions. The registry must be organized by country.
Custom influencer link
Partner campaigns sometimes use a dedicated landing page and code. Check the affiliate registry rather than the main Meta or Google campaign.
How to train agents in 25 minutes?
The training module must teach how to consult FUNNEL-REGISTRY, replicate the path, create an ops_flag, and distinguish ADLC from an expired offer, a price error, or bot #932.
Four exercises
Ticket A: the advertisement announces -30%, but the landing page displays the normal price. The agent replicates, confirms the discrepancy, and provides the corrected link.
Ticket B: the code appears on the landing page but fails at checkout. The agent classifies it as landing_checkout_gap and verifies the promotional rule.
Ticket C: the path is compliant. The agent uses NO-MISMATCH and explains the eligibility conditions.
Ticket D: six tickets concern the same UTM. The agent creates an ops_flag and requests a campaign review.
How does Qstomy structure ADLC in your stack?
Qstomy can detect adlc_* intentions, consult the campaign registry, suggest the appropriate macros, and transmit the necessary evidence to bot #932.
The three building blocks
Routing: distinguishes a funnel inconsistency, an expired advertisement, and a pricing error.
Funnel registry: centralizes advertisements, landing pages, checkout rules, shipping, and SKUs.
Bot #932: collects first-level evidence before marketing escalation.
In the example of a fashion brand receiving fourteen tickets per month, funnel control prior to launch helped achieve an 81% resolution rate and increased corrections completed within 48 hours by 60%.
ADLC deployment FAQ and checklist
FAQ
Can the promotion be granted without reproducing the user journey?
No. Step ALC-4 is necessary before confirming an inconsistency.
What is the difference with #929?
#929 deals with an expired advertisement. #931 deals with a promise that is still visible, but inconsistent within the current user journey.
What is the difference with a pricing error?
A pricing error concerns the catalog. ADLC concerns an unfulfilled advertising promise between several steps.
What is the role of bot #932?
Guide #931 structures the work of the agents. Bot #932 collects evidence and qualifies simple requests.
Should we correct or refund?
The priority is to correct the funnel. A temporary solution may be offered once the correction is documented.
Checklist before launch
Validate ADLC-SUP and create the ADLC-MAP model.
Test the advertisement, the landing page, and the checkout on mobile and desktop.
Verify the promotional code, the shipping threshold, and a test cart.
Configure the adlc_* tags, the UTM, and the campaign ID.
Create a clear channel for marketing and merchandising ops_flags.
Synchronize bot #932 with FUNNEL-REGISTRY-GATE.
Train agents with the exercises in section 10.
Going further
Enzo
July 1, 2026
