E-commerce
July 1, 2026
"The bot promised me -15% even though I have never ordered." "The AI cannot find my guest purchase and refuses the returning code." "Chatbot explain why my neighbor has the loyalty offer without checking orders_count." Three failures where a badly calibrated bot offering to existing customers issues a code out of rule or frustrates a legitimate repeat buyer.
An e-commerce existing customer offers AI chatbot does not replace REXOFF agents (#697). It reads REXOFF-MAP, looks up orders_count last_order API, quotes new_customer_response_copy returning_eligibility_rule, and handoffs/merges guest to humans.
This guide #698 covers intents bot_rexoff_*, flow REXOFFbot, and KPI rexoff_bot. Companion bot of the REXOFF playbook (#697). Retention AI use case: verify purchase history eligibility without issuing code or promising first-time offer.
Summary
Why automate returning-only eligibility by bot?
"My old customer code doesn't work", "am I eligible?" and "why not me, I'm new?" come up post-win-back email and at checkout discount error. A calibrated bot looks up REXOFF-MAP, verifies orders_count Shopify API, and cites returning rule without invented codes or first-time promises.
What the tier 1 returning offer bot resolves
Elig verify: orders_count last_order API map
Code reject explain: returning_only expiry min_spend map
New customer cite: new_customer_response_copy first-time
Guest merge explain: guest_order_merge_policy map
Win-back vs active: winback_segment_rule active_repeat_rule map
Shopify customer eligibility on existing customers only discounts requires profile lookup before replying (Shopify, discount eligibility 2026).
REXOFFbot vs REXOFF #697, POFFbot #574, MEMSALEbot #584 and BDAYbot #586
Five contents, five distinct retention discount models.
Quick matrix
#698 REXOFFbot: bot tier 1 elig orders_count new customer handoff
#697 REXOFF: agents merge guest resend escalate marketing
POFFbot #574: CRM offer segment behavior distinct returning rule
MEMSALEbot #584: member sale tier status distinct order history
BDAYbot #586: birthday profile date distinct returning
Pipeline: #698 bot elig verify tier 1 → #697 agents merge guest post_purchase escalate.
Which bot_rexoff_* intents should be configured?
Eight bot intents offer legacy mapped rexoff_* typologies #697.
Eight bot_rexoff intents
bot_rexoff_eligibility: orders_count returning_eligibility_rule map
bot_rexoff_code_status: code reject reason Shopify API map
bot_rexoff_new_customer: first-time exclusion NEW-CUSTOMER-CITE
bot_rexoff_guest_merge: guest_order_merge_policy explain handoff
bot_rexoff_winback: winback_segment_rule lapsed explain map
bot_rexoff_conditions: stack_rules expiry_ttl min_spend map
bot_rexoff_history_not_found: email mismatch lookup fail explain
bot_rexoff_handoff: merge resend post_purchase → #697
Tier 1 auto: eligibility, code_status, new_customer, winback, conditions if email auth + REXOFF-MAP + ELIG-VERIFY-BOT.
bot_rexoff_handoff guest merge resend post_purchase → agents #697 payload email code intent.
How do I consume REXOFF-MAP #697?
The bot reads REXOFF-MAP #697: rexoff_program_id, returning_eligibility_rule, winback_segment_rule, active_repeat_rule, discount_type, code_type, shopify_eligibility_flag, guest_order_merge_policy, new_customer_response_copy, stack_rules, expiry_ttl.
Lookup grounded
ELIG-VERIFY-BOT: orders_count last_order_date API before respond
RETURNING-RULE-CITE-BOT: returning_eligibility_rule cite map verbatim
NEW-CUSTOMER-CITE-BOT: new_customer_response_copy first-time only
GUEST-MERGE-EXPLAIN-BOT: guest_order_merge_policy explain handoff
NO-CODE-ISSUE-BOT: bot does not issue or extend returning code
NO-FIRST-TIME-PROMISE-BOT: no returning offer promised to new customer
DISCOUNT-API-CITE-BOT: reject reason Shopify discount API only
REXOFF697-HANDOFF-BOT: merge resend post_purchase → #697 agents RX-7
Anti-hallucination alignment (#123): returning eligibility = REXOFF-MAP + Shopify customer API only.
REXOFFBOT-SUP policy in six rules
Six bot rules offer returning clients responsible.
REXOFF-MAP-GROUNDED-BOT : eligibility conditions from map only
ELIG-VERIFY-BOT : orders_count last_order API before elig respond
NEW-CUSTOMER-CITE-BOT : new_customer_response_copy first-time exclusion
NO-CODE-ISSUE-BOT : bot neither issues nor extends code returning
NO-FIRST-TIME-PROMISE-BOT : no discount returning promised without history
NO-MERGE-EXECUTE-BOT : guest account merge agents #697 never bot alone
Flow REXOFFbot RXB-1 to RXB-8
Flow eight-step bot offer returning-only.
RXB-1 Classify: bot_rexoff_* intent detect checkout error email widget
RXB-2 Collect: email code discount error context logged in Y/N
RXB-3 REXOFF-MAP: returning winback active stack expiry rules
RXB-4 Customer lookup: orders_count last_order guest orders Shopify API
RXB-5 Guardrail: ELIG NEW-CUSTOMER NO-CODE NO-FIRST-TIME GUEST-MERGE
RXB-6 Respond: TPL-REXOFFbot grounded customer_communication_copy
RXB-7 Handoff or close: guest merge resend post_purchase #697 payload
RXB-8 Log: intent rexoff_program_id tag rexoff_bot elig handoff Y/N
Example TPL-REXOFFbot-ELIG
"Offer [rexoff_program_id map]: [returning_eligibility_rule map verbatim]. Profile [email]: [orders_count API] order(s), last [last_order_date]. [Eligible / not according to map.] ELIG-VERIFY-BOT."
TPL-REXOFFbot templates and touchpoints
Four essential templates.
TPL-REXOFFbot-ELIG
Program [rexoff_program_id]: [returning_eligibility_rule map]. Your history: [orders_count] order(s). [Eligible / not.] [If winback: winback_segment_rule map.] RETURNING-RULE-CITE-BOT.
TPL-REXOFFbot-REJECT
Code [code] rejected: [DISCOUNT-API-CITE-BOT reason map]. History: [orders_count API]. [If guest: GUEST-MERGE-EXPLAIN-BOT guest_order_merge_policy.] [If handoff: REXOFF697-HANDOFF-BOT.]
TPL-REXOFFbot-NEW
Offer reserved for customers who have already ordered. [new_customer_response_copy map verbatim.] Open offers: site promo #111 if applicable. NEW-CUSTOMER-CITE-BOT NO-FIRST-TIME-PROMISE-BOT.
TPL-REXOFFbot-HANDOFF
Request [merge guest / resend code / post purchase adjust] forwarded to team. Recap [email code orders_count intent]. NO-MERGE-EXECUTE-BOT REXOFF697-HANDOFF-BOT.
Touchpoints
Checkout discount error chip: bot_rexoff_code_status proactive
Email win-back footer link: bot_rexoff_eligibility entry
Account logged-in widget: bot_rexoff_winback orders_count display
Chat keyword former customer: bot_rexoff_new_customer trigger
Edge cases and reroutes
Five cases outside tier 1 bot returning standard offer.
CRM email segment offer: POFF574-REROUTE-BOT #574 segment behavior distinct returning
Tier member sale: #584 MEMSALEbot tier status reroute
Birthday offer: #586 BDAYbot profile date reroute
Open site promo: #111 promo first-time eligible reroute
Merge guest execute: NO-MERGE-EXECUTE-BOT handoff #697 RX-7 guest_order_merge_policy
Bot verify elig and explain tier 1. Merge resend post_purchase → agents #697 REXOFF-REJECT-01.
Essential rexoff_bot KPIs
Five REXOFFbot management metrics.
rexoff_bot_elig_deflect: elig code reject resolved without agent
rexoff_bot_elig_verify_rate: ELIG-VERIFY-BOT / bot_rexoff_eligibility
rexoff_bot_new_customer_cite_rate: NEW-CUSTOMER-CITE-BOT / bot_rexoff_new_customer
rexoff_bot_code_issue_violations: code issued bot audit target 0
rexoff_bot_first_time_promise_violations: returning offer promised first-time audit target 0
Target: rexoff_bot_code_issue_violations 0 and rexoff_bot_elig_deflect greater than 60%.
REXOFFbot anti-patterns
Five common errors the bot offers to returning customers.
Code issued bot: NO-CODE-ISSUE-BOT handoff #697 only
Elig without API verify: ELIG-VERIFY-BOT orders_count first
Offer promised first-time: NEW-CUSTOMER-CITE NO-FIRST-TIME-PROMISE map
Merge guest bot alone: NO-MERGE-EXECUTE handoff #697 RX-7
Confusing POFFbot #574: distinct CRM segment returning-only rule
REXOFFbot with Qstomy
Qstomy on Shopify: detect bot_rexoff intent, REXOFF-MAP RAG grounded, orders_count lookup, elig explain new customer copy, handoff #697 merge guest tier 2.
Pipeline: #698 bot elig verify tier 1 → #697 agents merge guest escalate marketing post_purchase.
Explore AI support and request a demo.
Checklist, FAQ and going further
REXOFFbot Checklist (8 steps)
Sync REXOFF-MAP #697: RAG bot checkout error email widget
Policy REXOFFBOT-SUP: 6 rules ELIG NEW-CUSTOMER NO-CODE NO-MERGE
8 intents bot_rexoff_*: flow RXB-1 to RXB-8
4 templates TPL-REXOFFbot-*: ELIG REJECT NEW HANDOFF
Shopify customer API sync: orders_count last_order bot agents
Checkout error chip embed: bot_rexoff_code_status proactive
Red team 10 prompts: code issued first-time promised merge bot guest confused POFF
Dashboard KPI: rexoff_bot_* section 9 elig_deflect code_issue
FAQ
Difference #697?
#697 = agents merge guest resend escalate marketing. #698 = bot tier 1 ELIG-VERIFY handoff.
Difference POFFbot #574?
#574 = offer CRM segment behavior. #698 = returning-only orders_count mandatory.
Does bot create a code?
No. NO-CODE-ISSUE-BOT TPL-REXOFFbot-HANDOFF #697 resend policy.
Does new customer get offer?
TPL-REXOFFbot-NEW new_customer_response_copy NEW-CUSTOMER-CITE-BOT except map exception.
Going further
This week: index REXOFF-MAP RAG checkout chip, sync orders_count API, red team code issued first-time promise violations.
Enzo
July 1, 2026
