E-commerce
July 28, 2026
"Send me my invoice." "I didn't receive the confirmation." "Where can I download the PDF?" Three phrasing options, one same post-purchase administrative need: finding a document related to an already paid order.
Fin estimates that invoice and billing requests become a growing segment once WISMO is automated (Fin, ecommerce 2026). Shop Circle points out that an auto PDF link in the confirmation email reduces "where is my invoice" tickets by 40 to 60% (Shop Circle, auto invoices 2026).
This #360 guide formalizes the AI chatbot to find invoice or confirmation: a simple and frequent administrative use case. It completes documents bot (#255) (comprehensive tax safeguards) and unfound invoice support (#359) with the angle of lightweight lookup bot confirmation + PDF, double auth, portal in 30 seconds.
Summary
Why automate invoice lookup and confirmation with a bot?
A document lookup bot responds via searching: invoice link, status page or resending confirmation. No VAT correction, no issuing complex pro invoices. This is the most common administrative use case post-WISMO.
Three generic bot failures
Contact link: bot sends a form, customer insists
No auth: PDF sent to the wrong recipient gift
Document confusion: confirmation presented as a tax invoice
Tactas recommends supervised automatic lookup and resending, with tax corrections handled by a human (Tactas, ecommerce AI 2026).
Angle #360
#255 covers all document intents + finance escalations. #358 and #359 set up human CS workflows. #360 isolates the simple lookup bot: find_invoice, find_confirmation, portal, confusion sorting.
ROI find doc bot
On a brand with 120 doc tickets/month (invoice + confirmation), targeted lookup bot: 70 to 85% auto-resolved vs 15% generic bot without order API.
DTC Example
Skincare brand, 134 find_doc tickets/month. After FIND-DOC bot: find_doc_bot_resolution 81%, response time 28 s, wrong email PDF incidents 0 over 6 months.
Journey moment
Peak Day+0 to Day+3 post-purchase: accounting, expense reports, "did I actually order" anxiety. Chat trigger: "invoice", "confirmation", "receipt", "PDF".
Ops prerequisites
INV-MISSING policy (#359) and CONF-EMAIL policy (#358) in place. Bot executes lookup, does not invent document.
Why a dedicated lookup bot
Coupling find doc with the general WISMO bot dilutes accuracy: the customer says "invoice" and receives parcel tracking. A dedicated find_doc_* intent router avoids this mismatch and allows for specific document auth guardrails, which are stricter than standard WISMO.
Combined invoice + confirmation volume
On DTC without a visible portal, expect 4 to 10% of post-purchase administrative tickets (invoice, confirmation, proof). Bot #360 targets this block before expanding to tax bot #255.
How does it differ from bot #255 and guides #358/#359?
Seven document contents, seven distinct bot roles.
Full documents bot (#255)
Guide #255: tier 1-3 intents, VAT, credit note, pro collection. The #360 = tier 1 lookup subset: find_invoice, find_confirmation, invoice_where.
Invoice not found support (#359)
Guide #359: INV-MISS macros, ops portal. The #360 implements the self-service bot layer.
Missing confirmation (#358)
Guide #358: human CONF-EMAIL policy. The #360 automates the find_confirmation_resend intent.
Gift/pro invoices (#254)
Guide #254: issuance and correction. The #360 handoffs if pro_invoice_collect or VAT correction.
Auth support (#122)
Auth (#122): general rules. The #360: email + order_id mandatory before PDF link.
Post-purchase (#9)
Post-purchase automation (#9): global WISMO. The #360 = find_doc_* sub-intent.
Promise #360
find_doc_* intents, FIND-DOC-GATE flow, FIND-DOC-GUARD safeguards, handoff #255/#359, find_doc_bot KPI.
Which find_doc intents should the bot classify?
Map the find_doc_bot intents before flows. Voluntarily narrow scope: lookup, no fiscal write.
Ten find document intents
find_invoice_link: where to download invoice PDF
find_confirmation_resend: resend confirmation email
find_order_status_page: order status page link
find_doc_confusion: invoice vs confirmation, clarify
find_invoice_pending: invoice not yet generated
find_invoice_spam: guidance for email folders
find_multi_order: list recent orders with same email
find_gift_doc: recipient requests invoice, redirect buyer
find_account_docs: customer account access to documents
find_doc_handoff: pro pending, VAT, correction → #255
Required session fields
order_id, customer_email, payment_status, invoice_url, invoice_generated (bool), confirmation_sent (bool), gift_flag. See taxonomy (#135).
Parent router
Message contains "invoice", "invoice", "PDF", "confirmation", "receipt", "proof of order" → route find_doc_* (#360). "Correct VAT", "credit note" → route #255 tier 3.
90-day ticket mining
Export tags missing_invoice + missing_confirmation. Prioritize top verbatim intents before API integration.
MVP Prioritization
Week 1: find_invoice_link + find_order_status_page (80% volume). Week 2: find_confirmation_resend + find_doc_confusion. Week 3: find_gift_doc + find_multi_order. Handoff #255 from day 1 if VAT keywords detected.
How do I build the FIND-DOC-GATE flow?
The FIND-DOC-GATE flow routes each message via order lookup before any document link.
Six sequential gates
Gate auth: email + order_id or logged-in customer match
Gate payment: order paid vs pending
Gate intent: invoice vs confirmation vs confusion
Gate document: invoice_url exists vs pending vs absent
Gate gift: recipient vs buyer
Gate exit: portal link, resend confirm, spam guide, handoff
Branch find_invoice_link
If invoice_url: portal link response + invoice number. If pending: find_invoice_pending + 24h ETA. If absent + pro tag: handoff find_doc_handoff #255.
Branch find_confirmation_resend
If confirmation_sent timeline: trigger Shopify resend or status page link (#358 CONF-EMAIL-RESEND). If unpaid: explain pending, do not resend.
Branch find_doc_confusion
"Is it the confirmation or the invoice?" → explain difference + PDF link if exists + examples link #27.
Max turns
2 auth clarifications max. Then agent handoff with order snapshot.
Unified dual document response
If customer asks for "invoice and confirmation": a single response with two distinct links, status page + invoice PDF, to avoid double session and repeat ticket.
Which data sources does the find doc bot read?
The doc finder bot reads Shopify order + invoicing app + timeline notifications.
Five Shopify sources
Order API: id, email, payment_status, created_at
Order status URL: unique status page
Timeline notifications: confirmation sent, resend available
Customer account: logged-in match email
Order tags: gift, pro, intracom
Shopify generates a status page URL per order (Shopify, status page 2026). Shopify also documents resending confirmation from Timeline (Shopify, order details 2026).
Invoicing app layer
Sufio, Order Printer Pro: order/paid webhook → invoice_url, invoice_number, sent_at. Bot reads API cache, does not scrape PDF.
RAG Policy #359 and #358
FAQ chunks "where is invoice", "confirmation spam" for find_invoice_spam and find_doc_confusion. Bot cites policy, does not invent.
Cache and TTL
invoice_generated refresh 15 min post-paid. If customer insists "still not received": re-fetch API before handoff.
Mapping confirmation vs invoice
Store confirmation_url (status page) and invoice_url (PDF) separately in session. The bot must never merge the two into a single "document" link: professional accounting rejects the Shopify confirmation as tax proof.
What guardrails should be imposed on the document search bot?
The FIND-DOC-GUARD safeguards prevent PDF leaks and tax promises.
Five strict rules
Dual Auth: email + order_id before PDF link
No confirmation = invoice: clarify if pro request
Gift: PDF to buyer only, never shipping email
No VAT correction: immediate handoff #255
Resend limit: 2 resends / 24 h / order anti-abuse
Find doc system prompt
« You lookup order and send portal link or confirmation. You never promise VAT exemption or invoice correction. If gift_flag, you only send document to buyer email. » See anti-hallucination.
Standard response find_invoice_link
« Order #7842 paid on July 14. Invoice #INV-1204: [portal link]. Same PDF as the billing email. Check spam folder if missing. »
Regression tests
20 scenarios: invoice OK, pending, gift recipient, confirm confusion, unpaid, auth fail, multi-order, pro handoff, spam guide, logged-in account. find_doc_hallucination target 0 %.
Audit logging
Each find_doc session logs order_id, intent, link sent, auth_method. Monthly audit of 10 random sessions: verify recipient email = order email, never shipping on gift.
Which bot flows for post-purchase documents?
The find doc bot operates on administrative post-purchase touchpoints.
"My invoice" chat flow
Auth → find_invoice_link or pending → portal link 30 s.
"Confirmation not received" chat flow
Auth → find_confirmation_resend → status page + resend option if timeline OK. Align #358.
Thank-you page widget flow
"Download invoice" or "Resend confirmation" pre-auth order_id checkout session.
Async email flow
Pre-filled chat link order_id from support signature. Bot resumes context without asking for the number again.
Customer account flow
find_account_docs: guide to Orders section if logged-in, otherwise guest find_order_status_page.
Find doc handoff payload
order_id, intent find_doc_*, invoice_url, gift_flag, auth_result, session_log, handoff_reason.
Proactive post-payment
Message 5 min after checkout on status page: "Your confirmation is on its way. Need the invoice? Click here." Reduces D+1 accounting tickets by 20 to 35% on tested DTC pilots.
How do I connect the find doc bot to Shopify?
The Shopify find doc bot setup connects the order API, billing app, and router intents.
Technical Checklist
Activate read orders scope Admin API
Connect billing app webhook invoice.created
Index invoice_url cache by order_id
Configure keyword router find_doc_*
Draft prompt FIND-DOC-GUARD section 6
Index RAG policies #358 #359
Connect handoff #255 find_doc_handoff
Test 20 regression scenarios
Resend confirmation integration
Shopify Timeline resend via admin action or API notification. Bot triggers agent handoff resend if write API is restricted.
Helpdesk sidebar
Display invoice_url + order_status_url for agent if bot handoff occurs. Bot / human consistency.
Gradual rollout
Phase 1: find_invoice_link + find_order_status_page. Phase 2: find_confirmation_resend. Phase 3: find_multi_order + find_gift_doc.
Fallback without billing app
If no Sufio: bot activates find_order_status_page + find_confirmation_resend only. Tag sessions find_invoice_no_app to measure demand and justify app deployment.
Which KPIs should be measured on the find document bot?
Without find_doc_bot KPIs, it is impossible to prove ROI vs human macros #358/#359.
Seven Key Metrics
find_doc_bot_resolution: resolved without agent / find doc sessions
find_doc_deflection: avoided doc tickets / bot sessions
find_invoice_auto_rate: PDF link without handoff / find_invoice
find_confirm_auto_rate: resend or status without agent / find_confirmation
find_doc_handoff_rate: escalations #255 or agent / sessions
find_doc_auth_fail_rate: auth failures / sessions
CSAT intent find_doc: post-response satisfaction
DTC Benchmark
Target find_doc_bot_resolution > 75%, find_doc_handoff_rate < 20%, CSAT find doc > 4.5/5.
Portal Correlation #359
Self-service portal + lookup bot: human missing_invoice_volume must decrease by 40%+ in 90 days.
Monthly Review
Top intent find_doc, top handoff reasons. Feed the thank-you FAQ and confirmation email.
Segmented Dashboard
Separate find_invoice_link CSAT vs find_confirmation_resend: a weak intent masks a global rate of 78%. Prioritize RAG spam guide enrichment if find_invoice_spam handoff is high.
A/B Proactive Messaging
Compare find_doc_deflection with a "Invoice available" thank-you widget vs without a widget. Light B2B brands often gain 0.4 CSAT points when the PDF link is offered before the accounting request.
What edge cases and escalations should be anticipated?
Five edge cases find doc bot require immediate handoff.
Pro-forma invoice correction
Customer requests company name or VAT change: find_doc_handoff → #255 tier 3, not single lookup.
Gift recipient insists
find_gift_doc: explain buyer policy, do not send PDF. Handoff if chargeback threat.
Marketplace order
Order source Amazon: no DTC shop invoice. Bot explains marketplace redirect.
Multi-order confusion
find_multi_order: list last 3 email orders, customer chooses # before lookup.
Archived invoice > 12 months
Cache empty: handoff to finance archive, do not promise instant link.
Unauthenticated customer insisting
After 2 auth failures: handoff to agent for manual 4-digit card verification.
Corporate email PDF filter
@company.com blocks attachment: bot suggests HTTPS portal link instead of resending email. If domain failure recurs: tag inv_enterprise_filter for ops review.
Incorrect document language
FR customer receives EN invoice: handoff ops market template, do not resend same PDF.
How does Qstomy find the invoice and confirmation?
Qstomy routes find_doc_* intents from Shopify order API, billing cache and policies #358/#359.
Capabilities
find_invoice_lookup: invoice_url + invoice number
find_confirmation_path: status page + resend guide
find_doc_confusion_triage: invoice vs confirmation
find_gift_guard: recipient sending block
Handoff #255: pro, VAT, payload correction
Encrypted DTC Scenario
Home brand, 127 find_doc tickets/month, generic bot without lookup.
After Qstomy find doc: 79% self-resolved, find_doc_bot_resolution 83%, response time 31 s, CSAT find doc 4.8/5.
Explore AI support, Shopify, book a demo.
What is the checklist for launching the find doc bot?
Checklist bot find doc (10 steps)
Audit invoice + confirmation tickets 90 days
Validate policies #358 and #359
Connect order API + cache billing app
Document FIND-DOC-GATE flow section 4
Configure router find_doc_* intents
Draft prompt FIND-DOC-GUARD section 6
Test 20 regression scenarios
Integrate handoff #255 find_doc_handoff
Weekly find_doc_bot_resolution dashboard
Monthly review of handoff reasons + FAQ
In brief
#360 = simple lookup bot, not full tax bot (#255)
FIND-DOC-GATE: auth → payment → document → link
10 find_doc_* intents: invoice, confirmation, confusion
Double auth mandatory before any PDF
find_doc_bot_resolution KPI: target > 75%
FAQ
Difference with bot #255?
#255 = all documents + VAT + credit note. #360 = frequent invoice/confirmation lookup only.
Difference with #359?
#359 = agent macros for missing invoices. #360 = bot automation on portal and resend.
Can the bot correct an invoice?
No. Handoff #255 or finance agent.
Is confirmation enough for pro accounting?
No. Bot points to PDF or handoff for pro collection.
Without the billing app?
Bot find_order_status_page + find_confirmation_resend. find_invoice handoff #359.
Going further
Test staging: test order, message "where is my invoice", check auth + portal link without premature handoff.
Share this guide #360 with ops and CRM: a well-tuned find doc bot transforms the administrative ticket into a 30-second response.
Enzo
July 28, 2026
