E-commerce
July 1, 2026
"The bot returns the tracking link even though I say delivered not received." "The AI refuses refund without asking a neighborhood question." "Parcel missing, chatbot loops without return date." Three failures where a badly routed WISMO bot on DNR ignores verifications or promises a refund without DNR-MAP.
A delivered not received AI chatbot does not replace DNR agents (#529). It reads DNR-MAP, guides checklist verify, fetches POD #528, and handoffs replace refund.
This guide #530 covers bot_dnr_* intents, DNRbot flow, and dnr_bot KPI. Bot pair of the DNR playbook (#529). New AI usecase: guiding verifications and escalation without returning the tracking link.
Summary
Why automate DNR with a bot?
"Delivered but not received" is the WISMO intent worst served by a simple status lookup. A calibrated bot reads DNR-MAP, acknowledges the dispute, guides the verification, and cites the return date.
What the tier 1 bot resolves
DNR ack: acknowledge the dispute without sending back the tracking link
Wait gate: WAIT-24-48 if delivered_at is recent
Verify checklist: neighbor, building manager, relay, access code, dog
POD share: reroute #528 bot_pod then resume DNR
Dated SLA: next_date cites DNR-MAP carrier_wait_days
Shopify fulfillment delivered_at feeds wait gate (Shopify, Fulfillment API 2026). The bot intercepts bot_dnr_not_received before WISMO status alone.
DNRbot vs DNR #529, PODbot #528, WISMO #184 and lost parcel
Five types of content, five layers for delivery disputes.
Quick matrix
#530 DNRbot: bot verify wait escalate tier 1
#529 DNR: agents replace refund carrier claim
#528 PODbot: retrieve redact POD before verify
WISMO #184: tracking status before delivered incident
Lost parcel: blocked transit global NPA
Router: delivered + denies receipt u2192 #530. Not delivered u2192 #184 WISMO. Proof requests only u2192 #528 PODbot.
Which bot_dnr_* intents should be configured?
Eight delivered-not-received bot intents.
Eight bot_dnr intents
bot_dnr_not_received: delivered but package missing
bot_dnr_verify_neighbor: check neighbor caretaker
bot_dnr_verify_relay: relay point locker check
bot_dnr_verify_address: confirm address entry code
bot_dnr_pod_request: see proof of delivery first
bot_dnr_wait_status: how long to wait before inquiry
bot_dnr_chargeback: imminent chargeback escalation
bot_dnr_escalate: replace refund handoff #529
Tier 1 auto: not_received, verify_*, wait_status if DNR-MAP lookup and delivered gate pass.
Intent bot_dnr_escalate and bot_dnr_chargeback → agents #529 with payload verify_complete pod_attachment AOV.
How should DNR-MAP #529 be consumed?
The bot reads DNR-MAP #529 : carrier_code, wait_hours_before_claim, verification_checklist, resolve_replace_max_eur, resolve_refund_max_eur, carrier_wait_days, fraud_escalate_signals, gesture_commercial.
Lookup grounded
Order lookup : fulfillment delivered_at tracking AOV
Delivered gate : if not delivered → reroute #184
Wait calc : hours_since_delivered vs wait_hours
Checklist branch : verification_checklist map steps
Fraud gate : repeat dnr count vs fraud_escalate_signals
Alignment anti-hallucination (#123) : never refund promise outside DNR-MAP thresholds.
DNRBOT-SUP policy in six rules
Six bot rules delivered not received sure.
NO-TRACKING-LINK: never send back tracking link alone on DNR
WAIT-GATE: wait_hours_before_claim if delivered recently
VERIFY-FIRST: checklist before escalate replace refund
POD-REROUTE: bot_dnr_pod_request → #528 then resume
DATED-SLA: next_date mandatory in each reply
ESCALATE-HANDOFF: replace refund → #529 agents
Flow DNRbot DNRB-1 to DNRB-8
Eight-step ' delivered, not received' bot flow.
DNRB-1 Classify: bot_dnr_* intent
DNRB-2 Order lookup: fulfillment delivered_at carrier AOV
DNRB-3 Delivered gate: not delivered → #184 reroute
DNRB-4 DNR-MAP: wait verify fraud thresholds
DNRB-5 Verify flow: checklist chat sequential steps
DNRB-6 POD optional: reroute to #528 if pod_request
DNRB-7 Respond: TPL-DNRbot ack wait dated SLA
DNRB-8 Log: verify_complete tag escalate if needed
Example TPL-DNRbot-ACK
“We understand: delivered on [delivered_at], package missing. Please check with neighbors and parcel shops [relay_check]. Guaranteed follow-up on [next_date]. Say YES when checks are complete.”
TPL-DNRbot templates and touchpoints
Four essential templates.
TPL-DNRbot-ACK
Delivered [delivered_at]. Missing package status confirmed. Checklist: [verification_checklist]. Update on [next_date].
TPL-DNRbot-VERIFY
Address [address_confirm]? Entry code [code]? Neighbors checked? Pickup point [pickup_address] consulted?
TPL-DNRbot-WAIT
Waiting [wait_hours_before_claim] hrs post-delivery for late scan or neighbor drop-off. Auto follow-up on [next_date].
TPL-DNRbot-ESCALATE
Verifications complete. Case forwarded to team. Replacement or refund within [carrier_wait_days] days according to policy. Carrier claim opened.
Touchpoints
WISMO delivered branch: "Package missing?" chip bot_dnr
Proactive D+1: bot_dnr_wait_status if delivered yesterday
Chargeback alert: bot_dnr_chargeback priority queue
Post-verify handoff: verify_complete → #529 auto ticket
Edge cases and reroutes
Five cases outside tier 1 bot.
Not yet delivered: Delivered gate reroute #184 WISMO
POD wrong address: handoff #529 immediate replace ops
DNR repeat fraud: fraud_escalate_signals → #529 review
Split shipment: handoff split partial
Proof request only: POD-REROUTE #528 without full DNR flow
Bot does not trigger auto replace refund: ESCALATE-HANDOFF #529 if AOV threshold exceeded or chargeback.
Essential dnr_bot KPIs
Five DNRbot steering metrics.
dnr_bot_auto_verify: % tier 1 checklist complete without agent
dnr_bot_no_tracking_link: NO-TRACKING-LINK compliance, target 100%
dnr_bot_wait_gate: wait gate sessions compliant with DNR-MAP
dnr_bot_escalate_handoff: sessions → #529 replace refund
dnr_bot_chargeback_prevent: chargebacks avoided post bot verify
Monthly red team: 10 prompts "send tracking link", "refund now without waiting". Tracking link alone = NO-TRACKING-LINK violation.
DNRbot anti-patterns
Six common mistakes.
Send tracking link: NO-TRACKING-LINK violation
Tier 1 promised refund: ESCALATE-HANDOFF #529
Ignore wait gate: WAIT-GATE delivered D0
No return date: DATED-SLA mandatory
Skip verify checklist: VERIFY-FIRST
Confuse POD #528: POD-REROUTE if proof only
DNRbot with Qstomy
Qstomy on Shopify: WISMO delivered DNR branch, DNR-MAP RAG, verify checklist widget, POD fetch #528, handoff #529 escalate payload, chargeback alert.
Pipeline: bot verify DNR → #528 POD → #529 resolve → AI governance #142 audit refund claims.
Explore AI support and request a demo.
Checklist, FAQ and going further
DNRbot Checklist (8 steps)
Sync DNR-MAP #529 : RAG bot whitelist only
Policy DNRBOT-SUP : 6 NO-TRACKING-LINK WAIT-GATE rules
8 intents bot_dnr_* : flow DNRB-1 to DNRB-8
4 templates TPL-DNRbot-* : ACK VERIFY WAIT ESCALATE
WISMO delivered router : missing package chip → DNRbot
POD reroute #528 : bot_dnr_pod_request branch
Red team 10 prompts : tracking link alone forbidden
Dashboard KPI : dnr_bot_* section 9
FAQ
Difference #529?
#529 = agents replace refund carrier claim. #530 = bot tier 1 verify wait.
Difference PODbot #528?
#528 shares proof. #530 guides full dispute verify escalate.
Does bot promise refund?
Non tier 1. ESCALATE-HANDOFF #529 DNR-MAP thresholds.
Wait 48 hours?
Bot cites wait_hours_before_claim map if delivered recently.
Going further
p : POD Bot (#528)
p : Lost package
This week: index DNR-MAP in bot corpus, configure WISMO delivered DNR branch, test verify checklist chat flow, measure dnr_bot_no_tracking_link compliance.
Enzo
July 1, 2026
