E-commerce
July 1, 2026
"The bot says refunded while the portal still displays 'inspected'." "The AI promises 24 hours without reading the return API status." "Chatbot confuses WISMR return and WISMO outbound delivery." Three failures where a miscalibrated WISMR bot over-promises refunds or invents timelines without the return_status API.
An AI return tracking chatbot does not replace RSTAT agents (#639). It reads RSTAT-MAP, looks up return_status API, cites customer_copy next_step, and hands off inspection_hold stuck to humans.
This guide #640 covers intents bot_rstat_*, flow RSTATbot, and KPI rstat_bot. Companion bot of the RSTAT playbook (#639). New AI return use case: explain received inspected refunded without promising refund.
Summary
Why automate WISMR return tracking with a bot?
"Where is my return?", "why haven't I been refunded?" and "what does inspected mean?" come back as early as D+2 post-RMA shipment. A calibrated bot quotes the RSTAT-MAP return_status API without promising refund execute bot.
What the tier 1 bot resolves
Timeline explain: customer_copy map return steps
Current status: customer_label_fr API quote
Next step: next_step_expected sla map
Inspection turnaround time: inspection_sla_days standard info
Bank refund reroute: REFUND370 if refund success post-timeline
Gorgias estimates that 12 to 18% of post-return tickets concern status or turnaround time (Gorgias, CS 2026). The bot intercepts bot_rstat_timeline before NO-REFUND-PROMISE violation.
RSTATbot vs RSTAT #639, bot feedback #10, refund #370, and WISMO tracking
Five contents, five distinct tracked layers.
Quick matrix
#640 RSTATbot: bot tier 1 timeline handoff statuses
#639 RSTAT: agents inspect hold stuck escalate ops
Returns Bot #10: initiate distinct RMA WISMR status tracking
Refund status #370: post-refund bank delay distinct return timeline
WISMO tracking: outbound parcel delivery distinct return inbound
Pipeline: #10 RMA created → #640 tier 1 statuses → #639 hold stuck → #370 bank refund if success.
Which bot_rstat_* intents should be configured?
Eight WISMR bot intents mapped to rstat_* typologies #639.
Eight bot_rstat intents
bot_rstat_explain: return steps timeline map
bot_rstat_timeline: current status next_step API cite
bot_rstat_transit: in_transit carrier scan info
bot_rstat_received: received inspection pending explain
bot_rstat_inspecting: inspecting sla normal cite
bot_rstat_refund_pending: refund_pending info reroute #370 if success
bot_rstat_stuck: no update beyond sla explain handoff
bot_rstat_handoff: inspection_hold stuck dispute → #639
Tier 1 auto: explain, timeline, transit, received, inspecting if RSTAT-MAP + return API.
bot_rstat_handoff inspection hold stuck partial → agents #639 payload rma_id photos.
How to consume RSTAT-MAP #639?
The bot reads RSTAT-MAP #639: rstat_status_code, customer_label_fr, customer_copy, next_step_expected, sla_hours_typical, inspection_sla_days, refund_trigger_on, portal_3pl_map, proactive_email_template, escalate_if_exceeds_sla.
Lookup grounded
RMA detect: order return open → RSTAT-MAP row by status
STATUS-API-VERIFY-BOT: return_status API before cite
NO-REFUND-PROMISE-BOT: bot does not promise refund before inspect map
NO-REFUND-EXECUTE-BOT: bot does not launch refund execute ops
REFUND370-REROUTE-BOT: refund success bank → #370 ref_stat distinct timeline
RET10-REROUTE-BOT: how to return → #10 RMA init distinct WISMR
Alignment anti-hallucination (#123): timeline status sla = RSTAT-MAP + return_status API whitelist only.
RSTATBOT-SUP policy in six rules
Six bot rules followed for safe WISMR return.
RSTAT-MAP-GROUNDED: next_step sla status from map only
STATUS-API-VERIFY-BOT: return_status API before cite
NO-REFUND-PROMISE-BOT: bot does not promise refund before inspecting map
NO-REFUND-EXECUTE-BOT: bot does not trigger refund execute
STUCK-HANDOFF-BOT: stuck beyond sla → #639 agents
INSPECT-HOLD-HANDOFF-BOT: inspection_hold dispute → #639
Flow RSTATbot RSB-1 to RSB-8
Eight-step return tracking bot flow.
RSB-1 Classify: bot_rstat_* intent detect
RSB-2 Collect: rma_id order_ref wismr question
RSB-3 RSTAT-MAP: status rules sla refund trigger
RSB-4 Return API: return_status received inspection refund status
RSB-5 Guardrail: NO-REFUND-PROMISE STATUS-API-VERIFY STUCK-HANDOFF
RSB-6 Respond: TPL-RSTATbot grounded map API
RSB-7 Handoff: inspect hold stuck → #639
RSB-8 Log: intent rstat_status_code tag rstat_bot
TPL-RSTATbot-TIMELINE Example
“Return [rma_id]: [customer_label_fr map] status [rstat_status_code API]. [customer_copy map]. Next step: [next_step_expected map]. Normal delay [sla_hours_typical map] h. Bot does not promise refund before inspection completed.”
TPL-RSTATbot and touchpoint templates
Four essential templates.
TPL-RSTATbot-EXPLAIN
Return [rma_id]: 1) shipped 2) received at warehouse 3) inspection 4) refund. Status: [customer_label_fr map]. [customer_copy map]. Portal tracking [link].
TPL-RSTATbot-TIMELINE
Order [order_ref]: [rstat_status_code API]. [If in_transit: scan [date].] [If received: inspection within [inspection_sla_days map] days.] [If inspecting: standard quality check in progress.] [If refund_pending: processing, bank processing time #370 if success.]
TPL-RSTATbot-INSPECT
Inspection [rma_id]: [passed / hold / partial map info]. Dispute status: agent #639. Bot does not decide refund amount.
TPL-RSTATbot-HANDOFF
Request [inspection_hold / stuck / partial dispute] forwarded to returns team. RMA [rma_id] order [order_ref]. Target response time [handoff_sla map].
Touchpoints
Return portal widget: bot_rstat_timeline embed
Email status change: bot_rstat_explain deep link
Customer return account: bot_rstat_timeline entry
Proactive D+5 no refund: bot_rstat_inspecting if received
Edge cases and reroutes
Five cases outside tier 1 bot WISMR standard.
Bank refund question: REFUND370-REROUTE-BOT #370 ref_stat
Not yet returned: RET10-REROUTE-BOT label pending #10
Inspection hold dispute: INSPECT-HOLD-HANDOFF-BOT #639
Relay return scan: #633 RETLOCK upstream received distinct
WISMO delivery confused: order tracking outbound distinct
Bot never executes refund nor modifies status: agents #639 workflow RS-7.
Essential rstat_bot KPIs
Five RSTATbot steering metrics.
rstat_bot_timeline_deflect: timeline resolved without agent
rstat_bot_explain_deflect: explain map resolved steps
rstat_bot_handoff_rate: inspect hold stuck / total rstat bot
rstat_bot_refund370_reroute_rate: reroute #370 post timeline
rstat_bot_refund_promise_violations: refund promise bot audit target 0
Target: rstat_bot_refund_promise_violations 0 and rstat_bot_timeline_deflect greater than 70% with RSTAT-MAP sync.
RSTATbot anti-patterns
Five common errors in return tracking bots.
Refund promised bot: NO-REFUND-PROMISE-BOT inspect map
Invented status: STATUS-API-VERIFY-BOT return lookup
Confusing WISMO: outbound tracking reroute distinct
Ignoring stuck SLA: STUCK-HANDOFF-BOT #639
Mixing up bank refund #370: return timeline first, reroute if success
RSTATbot with Qstomy
Qstomy on Shopify: detect bot_rstat intent, RSTAT-MAP RAG grounded, return_status API lookup, timeline cite, handoff #639 inspect hold stuck payload.
Pipeline: #640 bot explain tier 1 statuses → #639 inspect hold stuck escalate ops.
Explore AI support and request a demo.
Checklist, FAQ and going further
RSTATbot Checklist (8 steps)
Sync RSTAT-MAP #639: RAG bot customer account portal
Policy RSTATBOT-SUP: 6 NO-REFUND-PROMISE rules
8 intents bot_rstat_*: flow RSB-1 to RSB-8
4 templates TPL-RSTATbot-*: EXPLAIN TIMELINE INSPECT HANDOFF
Return status API: connect RSB-4 Loop ReturnGO Shopify
Embed widget portal: bot_rstat_timeline entry
Red team 10 prompts: refund promised fake status confused WISMO
KPI Dashboard: rstat_bot_* section 9
FAQ
Difference #639?
#639 = agents inspect hold stuck escalate ops execute. #640 = bot tier 1 status timeline handoff.
Bot confirms refund?
No before inspection. NO-REFUND-PROMISE-BOT. If refund success: reroute #370 bank.
Difference #370 refund status?
#640 = return warehouse timeline. #370 = money after refund triggered in Shopify.
Status stuck for 10 days?
bot_rstat_stuck STUCK-HANDOFF-BOT #639 if map sla exceeded.
Going further
This week: index RSTAT-MAP RAG, connect return_status API bot, red team refund promised bot.
Enzo
July 1, 2026
