E-commerce
July 1, 2026
"The bot could have offered to merge my two orders before they shipped." "The AI promises a merge when an order has already been picked." "I said yes to the consolidation, but nothing happened on the warehouse side." Three failures where a poorly calibrated combine bot promises without a COMBINE-MAP or fails to trigger ops.
An AI order consolidation chatbot does not replace COMBINE agents (#497). It detects two unfulfilled orders for the same customer, checks eligibility, proactively offers a merge, collects consent, opens an ops ticket, and hands off if it's too late.
This guide #498 covers intents bot_combine_*, flow COMBINEBOT, and KPI combine_bot. Pair bot of the COMBINE playbook (#497). Focus is on proactive pre-shipping offers, not just incoming requests.
Summary
Why suggest merging via bot before shipping?
Two unfulfilled orders to the same address within 48 hours = opportunity for shipping savings and customer satisfaction. The bot intercepts before picking, not after double packaging.
What the bot solves
Proactive detection: 2 recent orders same customer
Eligibility check: COMBINE-MAP before proposal
Consent collection: customer OK before ops ticket
Refund shipping estimate: grounded amount map rule
The bot intercepts between the 2nd order and the warehouse pick, a window where the merge holds the most customer value.
Shopify order edit does not auto-merge: the bot prepares the ops request (Shopify, edit orders 2026). Goal: reduce combine_request tickets by addressing the intent before shipping.
COMBINEBOT vs COMBINE #497, duplicate #491 and DELAYSHIP #496
Four flows, four logistical moments.
Quick matrix
#498 COMBINEBOT: proposes proactive pre-ship merge
#497 COMBINE: execution agents merge refund
#491 REPREQ-DUP: cancel duplicate do not merge
#496 DELAYSHIP: hold ship date
#498 proposes and qualifies. #497 executes merge and refunds shipping.
Which bot_combine_* intents should be configured?
Eight order grouping bot intents.
Eight bot_combine intents
bot_combine_proactive_offer : bot proposes merging 2 orders
bot_combine_request : customer requests merge
bot_combine_eligible_check : can I merge #A #B
bot_combine_accept : customer accepts proposal
bot_combine_decline : customer refuses merge
bot_combine_too_late : one order already shipped
bot_combine_refund_estimate : how much shipping refunded
bot_combine_handoff : preorder mix B2B → #497
Tier 1 auto : eligible_check, proactive_offer, refund_estimate, too_late explanation.
How to consume COMBINE-MAP #497?
The bot reads COMBINE-MAP #497: merge_window_hours, same_address_required, unfulfilled_only, shipping_refund_rule, ops_sla_hours.
Lookup grounded
Customer recent orders: 2+ unfulfilled within window
Fulfillment status: none fulfilled shipped
Address hash match: shipping lines identical
Refund calc: second shipping from order API
NO-AUTO-MERGE: bot never modifies orders, ops ticket only.
COMBINEBOT-SUP policy in six rules
Six bot rules combine safely.
ELIGIBILITY-GROUNDED : COMBINE-MAP before offer
NO-AUTO-MERGE : ops execute, bot ticket only
CONSENT-REQUIRED : client accept before ops queue
PROACTIVE-WINDOW : offer only in merge_window_hours
NO-FALSE-REFUND : port estimate from API not LLM
HANDOFF-COMPLEX : preorder gift warehouse → #497
Flow COMBINEBOT CMB-1 to CMB-8
Eight-step combine bot flow.
CMB-1 Trigger : 2nd order placed or combine keyword
CMB-2 Lookup : orders fulfillment address
CMB-3 COMBINE-MAP : eligible Y/N reason
CMB-4 Offer : proactive TPL-COMBINE if eligible
CMB-5 Consent : customer accept or decline
CMB-6 Ops ticket : merge request payload both IDs
CMB-7 Confirm : COMBINE-PENDING customer copy
CMB-8 Log : combine_bot_accept tag session
TPL-COMBINE-OFFER Example
"Orders #{a} and #{b} have the same address and are not shipped. Merging is possible: one package, estimated shipping refund {amount} €. Accept the grouping?"
TPL-COMBINE templates and touchpoints
Four essential templates.
TPL-COMBINE-ELIGIBLE
Merge possible #{a} + #{b}. Ops processing within {sla} h.
TPL-COMBINE-LATE
#{a} already shipped. Merge impossible. Keep two packages.
TPL-COMBINE-ADDR
Different addresses. Modify address or send two shipments.
TPL-COMBINE-PENDING
Merge request forwarded to ops. Confirmation within {sla} h.
Touchpoints
Post 2nd checkout: proactive bot_combine_proactive_offer
/account orders: "Merge my orders" chip
Chat keyword fusionner: bot_combine_request
Edge cases and agent handoff
Five cases outside tier 1 bot.
Preorder mix: handoff #497 combine_preorder_mix
Gift order: coord #205
Multi-warehouse: reroute split warehouses
Partial pick: handoff #497 combine_partial_pick
Customer wants to cancel one: reroute #491 REPREQ-DUP
Essential combine_bot KPIs
Five COMBINEBOT steering metrics.
combine_bot_proactive_offer_rate: offers / 2nd orders eligible
combine_bot_accept_rate: % accept post offer
combine_bot_ops_ticket_sla: ops tickets processed under SLA
combine_bot_false_eligible: offers on ineligible, target 0
combine_bot_shipping_saved: € shipping saved by customers
Target: combine_bot_accept_rate > 35% on eligible proactive offers.
COMBINEBOT Anti-patterns
Six common mistakes.
Auto-merge without ops: NO-AUTO-MERGE violation
Offer without address check: ELIGIBILITY-GROUNDED
Proactive after ship: PROACTIVE-WINDOW
Refund of invented amount: NO-FALSE-REFUND
Confusing cancel with duplicate: #491 ≠ merge #497
No ops ticket post-accept: CONSENT-REQUIRED break
COMBINEBOT with Qstomy
Qstomy on Shopify: detect 2 recent unfulfilled, COMBINE-MAP check, proactive offer, consent log, ops ticket webhook, handoff #497 payload.
Pipeline: 2nd checkout → #498 offer → client accept → #497 ops merge → tracking unique.
Explore AI support and request a demo.
Checklist, FAQ and going further
COMBINEBOT Checklist (8 steps)
Sync COMBINE-MAP #497: RAG + eligibility API
Policy COMBINEBOT-SUP: 6 NO-AUTO-MERGE rules
8 intents bot_combine_*: flow CMB-1 to CMB-8
4 templates TPL-COMBINE-*: OFFER LATE ADDR PENDING
Trigger 2nd order webhook: proactive offer window
Ops ticket integration: auto merge request on accept
6 scenario tests: proactive, request, late, addr, decline, handoff
KPI Dashboard: combine_bot_* section 9
FAQ
Difference #497?
#497 = agents execute merge and refund. #498 = bot proposes and opens ops ticket.
Does the bot merge in Shopify?
No. Ops ticket with order IDs. Manual execution or merge app.
Aggressive proactive?
One offer per pair 48 h. Decline = suppress 7 days.
Going further
This week: activate 2nd command unfulfilled trigger, test eligible vs late, measure combine_bot_accept_rate.
Enzo
July 1, 2026
