E-commerce
July 1, 2026
For certain products, the certificate of authenticity is an important piece of proof. The customer may need it for reassurance, to gift the product, resell it, insure it, or verify that they have received the correct item.
A chatbot can help locate and explain a certificate, but it must remain precise. It must not certify a product without proof or invent a number.
This guide explains how to respond to requests for certificates of authenticity with clarity and caution.
Summary
Why do certificates of authenticity matter?
A certificate guarantees to the customer the origin, series, material, provenance, or compliance of a product. When it is missing or seems inconsistent, doubt quickly arises.
The chatbot must help in understanding what exists: paper certificate, digital certificate, serial number, invoice, product card, or internal proof.
A certificate is a proof. The bot must therefore speak from a verified source.
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Which products are affected?
Requests often concern premium fashion, jewelry, watches, collectibles, numbered products, artworks, high-end accessories, or refurbished items.
The expected level of proof depends on the product. A simple email may suffice for some items, while a valuable product requires a dedicated number or document.
The response must therefore be adapted to the level of risk. A customer purchasing a standard accessory does not ask the same question as a customer purchasing a rare piece or a high-value gift.
Which cases to recognize?
The bot must recognize requests regarding a missing certificate, lost document, missing serial number, digital certificate, inconsistency between product and document, or doubt about a second-hand purchase.
It must also differentiate between a pre-purchase request and a post-receipt request. Pre-purchase, it explains what will be provided. Post-purchase, it helps to find or verify.
Which data to connect?
The chatbot must be able to consult the order, the SKU, the serial number if available, the expected type of certificate, and the issuance procedure.
It must also know if a duplicate can be provided and under what conditions. Without this rule, it risks promising a document that is impossible to produce.
Which rules apply?
The bot must never confirm the authenticity of a product without reliable data. It may state that the order corresponds to a product sold by the shop, but certification must follow the designated procedure.
If the customer purchased elsewhere, the bot must be even more cautious and hand over according to the verification policy.
Which flow to follow?
The flow must find the available proof.
Identify the order or product.
Check if a certificate is planned.
Verify the number or reference if available.
Explain the format of the certificate.
Forward if a duplicate or manual verification is required.
Which messages should be used?
For a scheduled certificate: "This product is accompanied by a [format] certificate. You can find it at [location] or request a duplicate from us if the policy allows."
For a missing document: "I will forward your request with the order reference so that our team can verify the associated certificate."
For a verification: "I can help you prepare the request, but the authenticity validation must be done by the authorized team."
When to transfer?
The transfer is necessary if the certificate is missing, if the number does not match, if the customer requests a duplicate, or if the product comes from an unverified channel.
The bot must transmit the order, the SKU, the visible number, and the exact request.
The transfer must also be seamless for the customer. They must not feel like their request is blocked because the bot does not know how to answer. They must understand that the verification is intentionally handed over to an authorized person.
Which KPIs should be monitored?
Track missing certificates, duplicate requests, number discrepancies, and response times.
If there are many requests, the placement of the certificate within the package or the customer account needs to be improved.
Which mistakes should be avoided?
Avoid guaranteeing authenticity without verification, inventing a certificate, or promising a systematic duplicate.
The bot must distinguish between an official purchase, a document request, and an authenticity expertise.
How can Qstomy help?
Qstomy can find order information, explain the type of certificate planned, and transfer verification requests.
The bot helps the customer understand the procedure without exceeding the available level of proof.
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AUTHCERTbot Checklist (8 steps)
Sync AUTHCERT-MAP #565: RAG bot + verify_url registry API
Policy AUTHCERTBOT-SUP: 6 AUTH-VERIFY-BOT rules
8 intents bot_authcert_*: flow ACB-1 to ACB-8
4 templates TPL-AUTHCERTbot-*: COA VERIFY DIGITAL HANDOFF
Page verify embed: bot_authcert_verify entry
GIFT-CERT reroute: phygcert intents → #548
Red team 10 prompts: fake auth duplicate promised owner
Dashboard KPI: authcert_bot_* section 9
FAQ
Difference #565?
#565 = reissue agents mismatch duplicate execute. #566 = bot tier 1 verify explain lookup handoff.
Authentic serial?
TPL-AUTHCERTbot-VERIFY verify_url registry API only.
Duplicated COA?
bot_authcert_duplicate_info cite policy. Execution → #565.
Missing COA?
NO-REISSUE-BOT. Handoff #565.
Going further
This week: sync AUTHCERT-MAP verify_url bot, red team "confirm authentic", measure authcert_bot_auth_invented. Activate premium COA PDP chip.
Enzo
July 1, 2026
