E-commerce
July 1, 2026
"The bot promises cash when the policy prohibits counter cash." "The AI cites 3 days for reimbursement outside the refund_timing map." "Chatbot directs to store exchange instead of return refund." Three failures where a poorly calibrated store return bot invents refunds, ignores hours, or confuses STEXCH #743.
An e-commerce store return AI chatbot does not replace STORRET agents (#745). It reads STORRET-MAP, cites return_policy_copy refund_method_policy_copy store_hours_policy_copy and hands off refund delay dispute refusal POS to store humans.
This guide #746 covers intents bot_storret_*, flow STORRETbot and KPI storret_bot. Bot pair of the STORRET playbook (#745). Omnichannel AI use case: reimbursement schedule rules without promised return or online exchange confusion.
Summary
Why automate in-store returns with a bot?
"Can I return to the store after a website purchase?", "card refund or store credit?" and "what are the hours for returns in Lyon?" arrive post-delivery on the return help page chat widget. A calibrated bot cites STORRET-MAP policy proof refund hours without promising the return is executed nor routing exchange #743.
What the bot resolves tier 1 store return
Eligibility explain: return_policy_copy POLICY-CITE-BOT map
Proof guide: proof_requirements_copy PROOF-CITE-BOT map
Refund method: refund_method_policy_copy REFUND-METHOD-CITE-BOT map
Refund timing: refund_timing_days_copy cite map
Store hours: store_hours_policy_copy HOURS-CITE-BOT map
Shopify POS allows return refund online order if unified policy (Shopify POS, return exchange 2026). Without a grounded bot, AI promises cash or cites an invented refund delay.
STORRETbot vs STORRET #745, bot return #10, STEXCH #744 and omnichannel #272
Six contents, six distinct omnichannel return flows.
Quick matrix
#746 STORRETbot: tier 1 bot schedule rules refund handoff without promised return
#745 STORRET: dispute agents refund delay refusal POS escalate store ops
Return bot #10: label portal separate shipment counter return
STEXCHbot #744: exchange size color separate store refund
Omni bot #272: general store stock separate formalized return map
Return online policy: portal separate shipment counter refund
Pipeline: #746 bot schedule rules refund tier 1 → #745 dispute agents refund delay escalate store ops.
Which bot_storret_* intents should be configured?
Eight bot return-to-store intents mapped to storret_* typologies #745.
Eight bot_storret intents
bot_storret_policy : return_policy_copy POLICY-CITE-BOT map
bot_storret_eligibility : order_ref delivered return_window verify map
bot_storret_proof : proof_requirements_copy PROOF-CITE-BOT map
bot_storret_refund_method : refund_method_policy_copy REFUND-METHOD-CITE-BOT map
bot_storret_refund_timing : refund_timing_days_copy cite map
bot_storret_store_hours : store_hours_policy_copy HOURS-CITE-BOT map
bot_storret_process : pos_return_process_copy explain map
bot_storret_handoff : refusal POS refund delay → #745
Tier 1 auto: policy, eligibility, proof, refund, hours if STORRET-MAP active + guardrails NO-RETURN-PROMISE-BOT.
bot_storret_handoff dispute refund delay counter refusal → agents #745 payload order_ref store intent.
How should STORRET-MAP #745 be consumed?
The bot reads STORRET-MAP #745: storret_program_id, eligible_skus, store_locations, return_policy_copy, return_window_days, proof_requirements_copy, pos_return_process_copy, refund_method_policy_copy, refund_timing_days_copy, store_hours_policy_copy, exclusions_copy, customer_communication_copy.
Lookup grounded
POLICY-CITE-BOT: return_policy_copy cite map verbatim
PROOF-CITE-BOT: proof_requirements_copy cite map only
REFUND-METHOD-CITE-BOT: refund_method_policy_copy cite cashless if forbidden map
HOURS-CITE-BOT: store_hours_policy_copy cite location map
NO-RETURN-PROMISE-BOT: no return confirmed bot handoff #745 POS ops
STEXCH743-REROUTE-BOT: exchange → STEXCHbot #744 distinct from refund
RETURNONLINE-REROUTE-BOT: label portal → return bot #10 distinct from counter
STORRET745-HANDOFF-BOT: refund delay dispute → #745 agents SR-7
Alignment anti-hallucination (#123): eligibility refund delay hours = STORRET-MAP whitelist only.
STORRETBOT-SUP policy in six rules
Six bot rules for responsible in-store return.
STORRET-MAP-GROUNDED-BOT : refund proof eligibility from map only
POLICY-CITE-BOT : return_policy_copy quotes without omission
REFUND-METHOD-CITE-BOT : refund_method_policy_copy quotes without cash if prohibited by map
NO-RETURN-PROMISE-BOT : no return confirmed by bot handoff #745 POS ops
HOURS-CITE-BOT : store_hours_policy_copy quotes location before guide
STEXCH743-REROUTE-BOT : exchange → STEXCH #743 separate from refund
Flow STORRETbot SRB-1 to SRB-8
Flow of the eight steps for the web post-purchase in-store return bot.
SRB-1 Classify : bot_storret_* intent detect help page post-delivery returns widget
SRB-2 Collect : order_ref store_location sku refund question
SRB-3 STORRET-MAP : policy proof process refund_method timing hours exclusions
SRB-4 Lookup : order delivered status return_window verify
SRB-5 Guardrail : POLICY PROOF REFUND-METHOD HOURS NO-RETURN STEXCH743 RETURNONLINE HANDOFF
SRB-6 Respond : TPL-STORRETbot grounded customer_communication_copy
SRB-7 Handoff or close : dispute refund delay refusal POS #745 payload
SRB-8 Log : intent storret_program_id tag storret_bot policy_cited handoff Y/N
Example TPL-STORRETbot-ELIGIBILITY
“Order [order_ref map]: in-store return [store_locations map.] Return window [return_window_days map] days post-delivery. [exclusions_copy map.] POLICY-CITE-BOT NO-RETURN-PROMISE-BOT.”
TPL-STORRETbot and touchpoints templates
Four essential templates.
TPL-STORRETbot-POLICY
Program [storret_program_id]: [return_policy_copy map.] Window [return_window_days map] d. [exclusions_copy map.] POLICY-CITE-BOT NO-RETURN-PROMISE-BOT.
TPL-STORRETbot-REFUND
Refund: [refund_method_policy_copy map.] Window [refund_timing_days_copy map] d after counter return. REFUND-METHOD-CITE-BOT. No cash if prohibited map.
TPL-STORRETbot-HOURS
In-store return [store_location map]: [store_hours_policy_copy map.] [pos_return_process_copy map.] HOURS-CITE-BOT PROOF-CITE-BOT.
TPL-STORRETbot-VS-EXCHANGE
Return refund: [pos_return_process_copy map.] Size exchange: STEXCHbot #744 distinct refund. STEXCH743-REROUTE-BOT if exchange preferred map.
Touchpoints
In-store return help page: bot_storret_policy proactive
Post-delivery email footer: bot_storret_eligibility entry
Returns page chat widget: bot_storret_refund_method trigger
Keyword return in store: bot_storret_proof bot_storret_hours entry
Edge cases and reroutes
Five non-tier 1 cases bot standard store return.
Desired exchange: STEXCH743-REROUTE-BOT #744 distinct exchange refund
Preferred label portal: RETURNONLINE-REROUTE-BOT bot return #10 distinct counter
Custom final sale: FINAL-SALE-REROUTE-BOT exclusion return map
Gift recipient: GFTRCPbot proof without price store return map
Refund delay dispute: bot_storret_handoff STORRET745-HANDOFF-BOT store finance ops
Bot explain policy proof refund hours tier 1. Dispute refund delay refusal counter → agents #745.
Essential storret_bot KPIs
Five STORRETbot management metrics.
storret_bot_eligibility_deflect: proof refund hours eligibility resolved without agent
storret_bot_policy_cite_rate: POLICY-CITE-BOT / bot_storret policy eligibility
storret_bot_return_promise_violations: return promised bot audit target 0
storret_bot_cash_promise_violations: cash promised if forbidden audit target 0
storret_bot_handoff_rate: dispute refund delay POS refusal / total storret bot
Target: storret_bot_return_promise_violations 0 and storret_bot_eligibility_deflect greater than 50%.
STORRETbot anti-patterns
Five common bot store return errors.
Confirmed return bot: NO-RETURN-PROMISE-BOT handoff #745 POS API
Cash promised forbidden: REFUND-METHOD-CITE-BOT refund_method_policy_copy map
Confusing exchange #744: STEXCH743-REROUTE-BOT exchange distinct refund
Invented refund delay bot: REFUND-METHOD-CITE-BOT refund_timing_days_copy map only
Invented hours bot: HOURS-CITE-BOT store_hours_policy_copy map only
STORRETbot with Qstomy
Qstomy on Shopify: detect bot_storret intent, STORRET-MAP RAG grounded, refund method hours cite, NO-RETURN guardrail, handoff #745 ops tier 2.
Pipeline: #746 bot rules refund hours tier 1 → #745 agents dispute refund delay escalate store ops.
Explore AI support and request a demo.
Checklist, FAQ and going further
STORRETbot Checklist (8 steps)
Sync STORRET-MAP #745: RAG bot help page email post-delivery feedback
Policy STORRETBOT-SUP: 6 rules POLICY REFUND-METHOD NO-RETURN HOURS STEXCH743
8 intents bot_storret_*: flow SRB-1 to SRB-8
4 templates TPL-STORRETbot-*: POLICY REFUND HOURS VS-EXCHANGE
Order lookup API sync: delivered return_window verify test agents
Store return help page chat embed: bot_storret_policy proactive
Red team 10 prompts: promised cash return confused exchange invented timeframe
Dashboard KPI: storret_bot_* section 9 return_violations cash_violations deflect
FAQ
Difference #745?
#745 = dispute agents refund delay POS refusal escalate store ops. #746 = tier 1 bot schedule rules refund handoff without return promised.
Does the bot confirm counter return?
No. TPL-STORRETbot-POLICY NO-RETURN-PROMISE-BOT STORRET745-HANDOFF-BOT.
Difference online return bot #10?
Label portal = RETURNONLINE-REROUTE-BOT. Store return = bot_storret_* map.
Difference store exchange #744?
#744 = size color exchange. #746 = store counter refund post-web purchase.
Next steps
This week: index STORRET-MAP RAG store return help page, red team cash_promise_violations audit, sync email post-delivery widget eligibility entry.
Enzo
July 1, 2026
