E-commerce
July 1, 2026
"The bot showed me the gift amount while confirming the return." "I don't have the account of the person who got me the gift, how do I exchange it?" "The AI is asking for my email but the package is in my sister's name." Three bot failures where the AI reveals the price, fails the recipient authentication, or routes it as a classic buyer return.
An e-commerce gift return AI chatbot does not replace GFTRCP-FLOW agents (#459). It authenticates orders without an account, verifies return eligibility without showing the amount, generates an exchange link or label, blocks any price leaks, and hands off to an agent in case of dispute or fraud.
This guide #460 covers intents bot_gftret_*, flow GFTRTN-BOT, and KPI gftret_bot. Distinct from gift receipt customer service (#459) and the eligibility bot (#365): here, AI gift return use case: order lookup, price confidentiality, recipient exchange.
Summary
Why automate gift returns with a bot?
A generic return bot that asks for the buyer's email or displays the order total breaks gift privacy and generates legitimate return abandonments.
Volume and sensitivity of gftret bot
Post-holidays, 25 to 40% of January returns involve gift orders (shipping address ≠ billing address, gift flag). The recipient often has neither an account nor a gift receipt. A grounded GFTRCP-MAP bot filters 60 to 75% of lookups without an agent.
Three risks of an unstructured gift return bot
Price disclosure: total, refund, and unit prices displayed
Auth failure: requires the inaccessible buyer's email
Wrong refund path: refunding the recipient instead of the buyer
Narvar observes that 67% of consumers consult the return policy before purchasing, and a promise-portal gap generates disputes (Narvar, 2025 returns). Loop Returns estimates that a calibrated self-service portal deflects 40 to 55% of simple return tickets (Loop Returns, 2026 policy).
Angle #460 vs neighboring content
Customer Service #459: GFTRCP-FLOW agents. #460 = AI automation layer.
Eligibility bot #365: buyer RET-ELIG. #460 = recipient auth without price.
Returns bot #10: complete exchange. #460 = privacy-first gift gate.
Gift order #205: gift ops. #460 = post-receipt return.
Guest lookup #guest: guest lookup. #460 = no price display gift mode.
Q4 beauty DTC example
52 gftret bot sessions/month in January, 44% price leak or auth fail with baseline return bot. After GFTRTN-BOT + guardrails: gftret_bot_auto_resolve 68%, gftret_bot_price_disclosure 0, gftret_bot_return_success 89%, gftret bot CSAT 4.5/5.
Lookup bot, not refund promise
GFTRTN-BOT-SUP: probable eligibility, portal link without amount, never "refund of €X" to the recipient.
January post-holiday bot scale
Pre-scale GFTRTN-BOT capacity and NO-PRICE audit before January recipient return spike 3x baseline.
Recipient privacy expectation
Post-gift survey: 78% of recipients expect zero price visibility on the return path for 2026 DTC beauty pilots.
How does GFTRTN-BOT differ from RET-ELIG #365 and GFTRCP #459?
Standard return eligibility, gift receipt CS, and gift return bot: three distinct privacy layers.
Role u2192 bot flow matrix
#460 GFTRTN-BOT: gift lookup, zip auth, return no price
#459 GFTRCP-FLOW: agents gift receipt dispute reissue
#365 RET-ELIG: buyer SKU exclusions date
#10 returns bot: RMA execute post-eligible
#364 LATE-RET: out of time exception
Shared GFTRCP-MAP corpus
#459 publishes GFTRCP-MAP: recipient_return_allowed, auth_required, refund_to. #460 bot consumes same JSON + return policy dates.
Four BOT-GFTRET-TYPE flows
bot_gftret_lookup: order number + zip auth
bot_gftret_exchange: swap variant no price shown
bot_gftret_reissue_receipt: digital gift receipt link
bot_gftret_escalate: leak, fraud, expired, hostile
#460 Promise
Policy GFTRTN-BOT-SUP, 12 intents bot_gftret_*, flow GFTRTN-BOT GB-1 to GB-8, guardrails NO-PRICE, KPI gftret_bot_*.
Gift return pipeline
GB-1 intent u2192 GB-4 auth u2192 GB-5 elig #365 subset u2192 GB-7 portal link u2192 #10 RMA if eligible. Price never in bot UI recipient path.
Bot gift return stack
Shopify order API sanitize middleware, Loop ReturnGO gift mode, GFTRCP-MAP JSON RAG, Qstomy intents bot_gftret_*, NO-PRICE regex guard, Gorgias handoff #459.
Which intents should bot_gftret_* classify?
Twelve gift return bot intents aligned with gftrec_* typologies #459.
Twelve bot_gftret intents
bot_gftret_start_return: I want to return a gift
bot_gftret_no_account: no buyer account
bot_gftret_order_lookup: order number + zip code
bot_gftret_missing_receipt: no package gift receipt
bot_gftret_exchange_size: exchange size without seeing price
bot_gftret_eligibility_check: still eligible for return?
bot_gftret_refund_question: who receives the refund?
bot_gftret_buyer_on_behalf: buyer initiates on behalf of recipient
bot_gftret_expired_window: outside policy deadline
bot_gftret_partial_bundle: partial bundle return
bot_gftret_price_accident: bot or package showed price
bot_gftret_store_return: store return with gift receipt
Mandatory bot session fields
order_id_partial, shipping_zip, caller_role recipient buyer, auth_pass Y/N, gift_flag, eligible_hypothesis, price_disclosed N mandatory, return_portal_url_issued.
Guest lookup distinction
Guest order lookup shows tracking may show value. bot_gftret path strips all monetary fields from API response before LLM.
Mining chat logs
Export 90 days "gift return", "offered", "no account", "exchange size", "lost gift receipt". Peak January post-holidays.
Confidence threshold gift intent
Intent confidence below 0.75: ask "gift received or personal purchase?" before GB-2 role bifurcation.
How does the bot consume GFTRCP-MAP #459?
The bot reads GFTRCP-MAP and masks Shopify API price fields before any LLM response.
Lookup GB-4 bot
auth_required : order_number + shipping_zip validate
recipient_return_allowed : exchange, store_credit, none
refund_to : buyer explain bot_gftret_refund_question
gift_receipt_digital : reissue URL if missing
store_return_accept : bot_gftret_store_return POS path
return_window_days : elig calc no amount display
API response sanitization
Strip before LLM : line_price, total_price, subtotal, discount, refund_amount, presentment_money. Keep : sku, title, variant, qty, fulfillment_status, delivery_date.
Return portal gift mode
Loop ReturnGO gift return URL token : UI hides amounts recipient view. Bot issues link post GB-5 auth pass.
RAG corpus GFTRCP
/pages/gift-returns FAQ + GFTRCP-EXPLAIN three docs. Bot cite chunk never invent refund rules.
Buyer path bifurcation
caller_role buyer + email match : route standard return #10 with full visibility. Recipient path GFTRTN-BOT only.
Shopify order API field denylist
Document explicit denylist monetary fields GB-4. Code review any new Shopify API version for new price fields.
Gift receipt QR deep link
QR on insert pre-fills order token GB-3 skip manual entry reduce auth fail 25-35 %.
How to write the GFTRTN-BOT-SUP policy in eight rules?
The GFTRTN-BOT-SUP gift return bot policy governs AI lookup without price leaks or incorrect refund paths.
Eight GFTRTN-BOT-SUP rules
NO-PRICE recipient: zero amount bot UI email portal recipient
Auth before portal: order zip or gift_code verify GB-5
GFTRCP-MAP grounded: return rules refund_to from JSON
Refund buyer explain: bot_gftret_refund_question cite refund_to never amount
Buyer bifurcation: email match buyer → #10 standard path
Elig before RMA: date exclusions #365 subset no price in check message
Leak escalate P1: bot_gftret_price_accident handoff #459 supervisor
Fraud throttle: 3 failed auth / 15 min block escalate
NO-PRICE guardrail scope
Prohibited: "refund of", "value", "order total", "you will receive X €". Allowed: "exchange", "return label", "refund to original buyer without amount".
Missing receipt bot path
bot_gftret_missing_receipt: auth pass → GFTRCP-REISSUE digital link GB-7. No price in reissue email template.
Expired handoff
bot_gftret_expired_window: empathy + policy cite. Handoff #364 LATE-RET if holiday extend flag.
Legal privacy recipient comms
GDPR: recipient auth minimal order zip only. No buyer PII disclosed to recipient bot session.
How to apply the GFTRTN-BOT flow in eight steps?
The GFTRTN-BOT GB-1 to GB-8 flow structures the privacy-first gift return lookup.
Eight steps GB-1 to GB-8
GB-1 Intent classify: bot_gftret_* typology section 3
GB-2 Role detect: recipient vs buyer email ask bifurcate
GB-3 Collect auth: order number partial + shipping zip
GB-4 Order lookup sanitize: API fetch strip price fields
GB-5 Auth verify + gift flag: zip match shipping address gift order
GB-6 Eligibility check: window exclusions no amount in response
GB-7 Branch execute: portal link | exchange | reissue | deny | escalate
GB-8 Log: intent, auth_pass, price_disclosed N, portal_issued, handoff Y/N
GB-7 portal branch
Eligible: return portal gift mode URL. TPL-GFTRET-PORTAL-01: "Gift Return: [link]. Select item and reason. Amount not displayed. Eventual refund to the buyer."
GB-7 exchange branch
bot_gftret_exchange_size: variant picker stock live no price delta shown recipient unless policy charges recipient.
GB-7 reissue branch
bot_gftret_missing_receipt: digital gift receipt email no amounts GFTRCP-REISSUE template.
GB-6 ineligible branch
Final sale hygiene expired: TPL-GFTRET-DENY-01 reason no refund amount. Handoff #364 if late_ret grid match.
GB-2 buyer on behalf
Buyer authenticated: full #10 path allowed. Explain recipient can use gift portal separately if prefers privacy.
GB-6 elig message template
Eligible: "You can return before [date]" without amount. Ineligible: reason code only no refund estimate.
SLA bot gift return response
GB-5 auth result under 8 s. Portal link issue under 15 s post auth pass target.
Which bot templates and guardrails should be configured?
Eight gift return bot templates and NO-PRICE NO-REFUND-AMOUNT guardrails.
TPL-GFTRET-AUTH (auth collection)
"Gift return without account: enter the last 4 digits of order #[hint] and the delivery zip code. No amount will be displayed."
TPL-GFTRET-PORTAL (return link)
"Order found. Gift return: [portal link]. Choose exchange or return according to policy. Any potential refund will go to the original buyer, with no amount disclosed here."
TPL-GFTRET-REFUND-EXPLAIN (who refunds)
"Refund according to policy: to the original buyer [refund_to map]. You will not see the amount. Size exchange available for free if in stock."
TPL-GFTRET-EXCHANGE (size exchange)
"Exchange [SKU]: choose new size [picker link]. No price displayed. Real-time stock."
TPL-GFTRET-REISSUE (digital gift receipt)
"Gift receipt resent: [email link]. Document without amount for future return."
Guardrail NO-PRICE-01
Regex block output containing currency symbols amounts € $ digits price total refund of. Hard stop regenerate.
Guardrail AUTH-FAIL-03
3 failed zip match: block further lookup 15 min fraud flag handoff.
Bot touchpoints
/pages/gift-returns chat widget GB-1 entry
Gift receipt QR scan mobile deep link bot session
Post-delivery email recipient return link no price
Help center "return a gift" intent route bot_gftret
TPL-GFTRET-DENY ineligible
"Return unavailable: [reason grounded policy]. No amount involved. Options: [alternative if map]."
Which fraud, bundle, and store cases should be processed?
Special gift return bot cases require escalation or guardrail override.
Auth brute force
Multiple order guesses: AUTH-FAIL-03 throttle. Never reveal whether order exists on fail.
Partial bundle coffret
bot_gftret_partial_bundle: route partial #185 rules GFTRCP-MAP. Portal line select no prorate amount shown.
Store return POS
bot_gftret_store_return: store_return_accept Y cite GFTRCP-STORE barcode. N: online portal only.
Price leak incident
bot_gftret_price_accident: P1 handoff #459 GFTRCP-LEAK empathy. Bot session log price_disclosed Y incident review.
Holiday extend
bot_gftret_expired_window + holiday flag: holiday returns extend elig recalc no amount.
Wrong recipient #274
Return initiated wrong person address: route #274 before label wrong address.
Third party order #461
Assistant parent not buyer: auth limited handoff #461 identity verify.
Overlap size exchange #size
Size exchange ops post bot portal issue. Bot does not show price delta recipient.
Digital gift no physical return
gftrec_digital_product: bot route digital return policy GFTRCP-MAP no ship label path.
Which gftret_bot KPIs should be measured?
The gift return bot KPIs link auto-resolve, return success, and zero price disclosure.
Eight Key Metrics
gftret_bot_session_rate: bot_gftret sessions / 100 gift orders delivered
gftret_bot_auto_resolve: resolved without agent / sessions
gftret_bot_return_success: returns completed post portal link / issued
gftret_bot_auth_pass_rate: auth success / lookup attempts
gftret_bot_price_disclosure: sessions price leaked bot or portal (target 0)
gftret_bot_auth_fail_fraud: throttle triggers / sessions
gftret_bot_handoff_rate: agent escalation / sessions
gftret_bot_csat: satisfaction post bot_gftret session
DTC Q4 Bot Benchmark
gftret_bot_auto_resolve 60-72%, gftret_bot_return_success > 85%, gftret_bot_price_disclosure 0, gftret_bot_csat > 4.3/5.
Weekly Bot Ops Dashboard
Intent breakdown, auth funnel, portal completion, price guardrail blocks, handoff reason leak vs expired vs fraud.
A/B Gift Portal Entry
4 weeks /pages/gift-returns bot chip vs generic return: measure gftret_bot_return_success and price_disclosure zero.
Portal Completion Funnel
Track link click to return submitted by auth method optimize zip vs gift code friction.
Recipient vs Buyer Sessions Segmentation
gftret_bot_auto_resolve dashboard split by role to optimize templates per path.
Which gift return bot anti-patterns should be avoided?
Twelve gift return bot anti-patterns to ban from production.
1. Display order total
NO-PRICE-01 guardrail. API sanitize GB-4 mandatory.
2. Refund amount visible to recipient
TPL-GFTRET-REFUND-EXPLAIN no € digits.
3. Require buyer email on recipient path
Auth order zip not buyer email GB-3.
4. Skip gift flag verify
GB-5 confirm gift or shipping≠billing pattern.
5. RMA link before elig
GB-6 before GB-7 portal issue.
6. Confirm order exists on auth fail
Fraud: generic "verify your information".
7. Invent refund_to rules
GFTRCP-MAP grounded rule 3.
8. Route buyer path without auth
GB-2 email verify before full #10 amounts.
9. Portal standard not gift mode
Gift mode UI hides amounts recipient.
10. Ignore leak P1
Rule 7 escalate #459 same day.
11. Partial bundle full refund promise
Route #185 no amount prorate display.
12. Mix generic RET-ELIG copy with amounts
#365 subset gift path strips refund estimate fields.
13. LLM hallucination refund amount
Even with sanitize LLM may invent amount: NO-PRICE regex post-generation mandatory not optional.
How does Qstomy implement GFTRTN-BOT?
Qstomy on Shopify runs GFTRTN-BOT: GB-4 API sanitize strip prices, GB-5 order zip auth, TPL-GFTRET-PORTAL gift mode link, NO-PRICE-01 output guardrail, GFTRCP-MAP RAG refund_to explain, fraud AUTH-FAIL-03 throttle.
Qstomy gftret bot capabilities
gftret_api_sanitize: strip monetary fields pre-LLM
gftret_auth_order_zip: GB-3 GB-5 verify
gftret_portal_gift_link: Loop ReturnGO gift token
gftret_no_price_guard: regex output block
gftret_reissue_digital: GFTRCP-REISSUE trigger
gftret_handoff_payload: #459 leak expired fraud
Pipeline #459 #460 #365 #10
#459 GFTRCP-MAP source. #460 bot lookup privacy. #365 elig subset. #10 RMA buyer path. Shared NO-PRICE governance.
Encrypted DTC scenario
Beauty January, 52 gftret bot sessions/month, 44% leak or auth fail baseline.
After GFTRTN-BOT-SUP + Qstomy: gftret_bot_auto_resolve 70%, gftret_bot_return_success 90%, gftret_bot_price_disclosure 0, gftret_bot_csat 4.6/5.
Explore customer support and request a demo.
AI privacy governance
GB-8 logs feed AI governance (#124) monthly gftret_bot_price_disclosure zero audit.
Weekly NO-PRICE transcript audit
Sample 25 bot_gftret sessions regex scan currency digits zero tolerance recipient path.
What is the checklist for deploying GFTRTN-BOT?
Checklist GFTRTN-BOT (12 steps)
Validate GFTRCP-MAP #459 + return portal gift mode
Configure API sanitize strip price fields GB-4
Draft policy GFTRTN-BOT-SUP 8 rules NO-PRICE
Deploy 12 intents bot_gftret_* classifier
Implement GB-1 to GB-8 + guardrails NO-PRICE AUTH-FAIL
Templates TPL-GFTRET-* grounded map
/pages/gift-returns bot entry chip deploy
Test auth order zip 8 scenarios
Verify portal recipient UI zero amounts
Dashboard KPI gftret_bot section 9
Handoff #459 #364 test leak expired fraud
Sync GFTRCP-MAP version bot deploy pipeline
In brief
#460 = gift return bot, not customer service #459 deploy
Auth order + zip: no buyer email for recipient
NO-PRICE guard: API sanitize + output block
Refund buyer: explain without amount
KPI gftret_bot_price_disclosure: target 0
FAQ
Can a recipient without an account make a return?
Yes, GB-3 auth order zip + portal gift mode without amount.
Does the bot display the price?
Prohibited NO-PRICE-01. API sanitize GB-4.
Difference from #459?
#459 agents gift receipt dispute. #460 bot lookup return automation.
Difference from #365?
#365 general eligibility. #460 gift privacy no amount.
Who receives the refund?
TPL-GFTRET-REFUND-EXPLAIN refund_to map without numbers.
Go further
This week: deploy API sanitize, activate portal gift mode, configure intents bot_gftret_*, test NO-PRICE guardrail 20 scenarios, publish /pages/gift-returns bot chip, launch dashboard gftret_bot_price_disclosure.
Share this guide #460 with bot ops and customer support: one API price sanitize is worth ten expectations ruined by a bot citing the amount, one auth order zip is worth twenty recipients blocked due to a missing buyer account for an otherwise legitimate return.
Go-live bot test matrix
8 scenarios: recipient auth pass portal, missing receipt reissue, exchange no price, refund explain buyer, auth fail no leak, buyer bifurcation full path, expired handoff 364, price guardrail block.
Enzo
July 1, 2026
