E-commerce
July 1, 2026
"The bot says yes to the exchange even though the request is outside the map delay." "The AI promises size M on the shelf without a stock lookup." "Chatbot redirects to the return portal instead of store exchange." Three failures where a poorly calibrated store exchange bot invents eligibility, ignores proof of purchase, or confuses online refund.
An e-commerce store exchange AI chatbot does not replace STEXCH agents (#743). It reads STEXCH-MAP, cites exchange_policy_copy proof_requirements_copy, lookups stock location, and handoffs counter refusal, transfer price to store humans.
This guide #744 covers intents bot_stexch_*, flow STEXCHbot, and KPI stexch_bot. Bot pair of the STEXCH playbook (#743). Omnichannel AI use case: stock eligibility proof without promised exchange or online return confusion.
Summary
Why automate in-store communication with a bot?
"Can I exchange in-store after an online purchase?", "what proof do I need to provide?", and "is size L available in Bordeaux?" arrive post-delivery on the help page, returns, or chat widget. A calibrated bot cites internal STEXCH-MAP policy proof stock without promising an executed exchange or routing refund portal.
What the bot resolves tier 1 store exchange
Eligibility explain: exchange_policy_copy POLICY-CITE-BOT map
Proof guide: proof_requirements_copy PROOF-CITE-BOT map
Stock location: STOCK-CITE-BOT lookup chosen store map
Process POS: pos_exchange_process_copy explain map
Vs online portal: RETURNONLINE-REROUTE-BOT if refund map
Shopify POS allows return exchange online order if unified policy (Shopify POS, return exchange 2026). Without a grounded bot, AI promises over-the-counter exchange or cites an invented lead time.
STEXCHbot vs STEXCH #743, bot return #10, EXCH #371, omni #272 and store return #745
Six contents, six distinct omnichannel exchange-return flows.
Quick Matrix
#744 STEXCHbot: tier 1 bot eligibility stock proof handoff without promised exchange
#743 STEXCH: agents counter rejection transfer price escalate store ops
Return bot #10: distinct refund portal store exchange POS
EXCH-UX #371: distinct PDP exchange block SOP store post-delivery
Omni bot #272: general store stock distinct formalized exchange map
#745 store return: distinct counter refund size color exchange
Pipeline: #744 eligibility bot stock proof tier 1 → #743 agents counter rejection transfer stock price exception ops.
Which bot_stexch_* intents should be configured?
Eight store exchange bot intents mapped to stexch_* typologies #743.
Eight bot_stexch intents
bot_stexch_policy : exchange_policy_copy POLICY-CITE-BOT map
bot_stexch_eligibility : order_ref delivered exchange_window verify map
bot_stexch_proof : proof_requirements_copy PROOF-CITE-BOT map
bot_stexch_stock : STOCK-CITE-BOT location variant lookup map
bot_stexch_process : pos_exchange_process_copy explain map
bot_stexch_price_diff : price_difference_policy_copy cite map
bot_stexch_vs_online : store vs portal EXCH371 reroute map
bot_stexch_handoff : refusal POS transfer price → #743
Tier 1 auto : policy, eligibility, proof, stock if STEXCH-MAP active + guardrails NO-EXCHANGE-PROMISE-BOT.
bot_stexch_handoff counter refusal stock transfer price exception → agents #743 payload order_ref store intent.
How do I use STEXCH-MAP #743?
The bot reads STEXCH-MAP #743: stexch_program_id, eligible_skus, store_locations, exchange_policy_copy, exchange_window_days, proof_requirements_copy, pos_exchange_process_copy, stock_check_policy_copy, price_difference_policy_copy, exclusions_copy, customer_communication_copy.
Lookup grounded
POLICY-CITE-BOT: exchange_policy_copy cite map verbatim
PROOF-CITE-BOT: proof_requirements_copy cite map only
STOCK-CITE-BOT: location inventory API lookup map
NO-EXCHANGE-PROMISE-BOT: no confirmed exchange bot handoff #743 POS ops
RETURNONLINE-REROUTE-BOT: refund → return bot #10 distinct store exchange
FINAL-SALE-REROUTE-BOT: SKU final sale → exclusion exchange map
STEXCH743-HANDOFF-BOT: POS price transfer refusal → #743 agents SE-7
Alignment anti-hallucination (#123): proof eligibility window = STEXCH-MAP whitelist only.
STEXCHBOT-SUP Policy in six rules
Six bot rules for responsible in-store exchanges.
STEXCH-MAP-GROUNDED-BOT : eligibility proof process from map only
POLICY-CITE-BOT : exchange_policy_copy quotes without omission
PROOF-CITE-BOT : proof_requirements_copy quotes if map exchange
NO-EXCHANGE-PROMISE-BOT : no exchange confirmed bot handoff #743 POS ops
STOCK-CITE-BOT : location lookup before store guide
RETURNONLINE-REROUTE-BOT : refund → online return distinct from counter exchange
STEXCHbot flow SEB-1 to SEB-8
Eight-step flow for the web post-purchase in-store exchange bot.
SEB-1 Classify : bot_stexch_* intent detect post-delivery returns help page widget
SEB-2 Collect : order_ref store_location sku variant question
SEB-3 STEXCH-MAP : policy proof process stock price exclusions
SEB-4 Lookup : order delivered status stock location API verify
SEB-5 Guardrail : POLICY PROOF STOCK NO-EXCHANGE RETURNONLINE FINAL-SALE HANDOFF
SEB-6 Respond : TPL-STEXCHbot grounded customer_communication_copy
SEB-7 Handoff or close : POS refusal transfer price #743 payload
SEB-8 Log : intent stexch_program_id tag stexch_bot policy_cited handoff Y/N
Example TPL-STEXCHbot-ELIGIBILITY
“Order [order_ref map]: in-store exchange [store_locations map.] Return window [exchange_window_days map] days post-delivery. [exclusions_copy map.] POLICY-CITE-BOT NO-EXCHANGE-PROMISE-BOT.”
TPL-STEXCHbot and touchpoints templates
Four essential templates.
TPL-STEXCHbot-POLICY
Program [stexch_program_id]: [exchange_policy_copy map.] Deadline [exchange_window_days map] days. [exclusions_copy map.] POLICY-CITE-BOT NO-EXCHANGE-PROMISE-BOT.
TPL-STEXCHbot-PROOF
In store [store_location map]: [proof_requirements_copy map.] [pos_exchange_process_copy map.] PROOF-CITE-BOT. No proof: [alternative portal online map.]
TPL-STEXCHbot-STOCK
[variant map] store [store_location map]: stock [STOCK-CITE-BOT lookup map.] [If OOS: stock_check_policy transfer to other store map.] NO-EXCHANGE-PROMISE-BOT.
TPL-STEXCHbot-VS-ONLINE
In-store exchange: [pos_exchange_process_copy map.] Web portal: EXCH-UX #371 distinct parcel shipment. RETURNONLINE-REROUTE-BOT if refund desired map.
Touchpoints
In-store exchange help page: bot_stexch_policy proactive
Post-delivery email footer: bot_stexch_eligibility entry
Return page chat widget: bot_stexch_vs_online trigger
Keyword exchange in-store: bot_stexch_proof bot_stexch_stock entry
Edge cases and reroutes
Five cases outside tier 1 bot standard store exchange.
Desired refund: RETURNONLINE-REROUTE-BOT #745 distinct store return exchange
Custom final sale: FINAL-SALE-REROUTE-BOT map exchange exclusion
Gift recipient: GFTRCPbot map store exchange no-price proof
Counter refusal dispute: bot_stexch_handoff STEXCH743-HANDOFF-BOT store ops
Bot executed exchange: STEXCH743-HANDOFF-BOT agents #743 POS only
Bot explain policy proof stock tier 1. Counter refusal transfer price exception → agents #743.
Essential stexch_bot KPIs
Five STEXCHbot steering metrics.
stexch_bot_eligibility_deflect: proof stock eligibility resolved without agent
stexch_bot_policy_cite_rate: POLICY-CITE-BOT / bot_stexch policy eligibility
stexch_bot_exchange_promise_violations: promised exchange bot audit target 0
stexch_bot_return_misroute_rate: routed return online on store exchange / total low target
stexch_bot_handoff_rate: deflection POS transfer price / total stexch bot
Target: stexch_bot_exchange_promise_violations 0 and stexch_bot_eligibility_deflect over 50%.
STEXCHbot anti-patterns
Five common bot-assisted in-store exchange errors.
Bot-confirmed exchange: NO-EXCHANGE-PROMISE-BOT handoff #743 POS API
Confusing online return #10: RETURNONLINE-REROUTE-BOT refund distinct from exchange
Invented bot eligibility: POLICY-CITE-BOT exchange_policy_copy map only
Stock without lookup: STOCK-CITE-BOT location API before store guide
Omitted proof bot: PROOF-CITE-BOT proof_requirements_copy map
STEXCHbot with Qstomy
Qstomy on Shopify: detect bot_stexch intent, STEXCH-MAP RAG grounded, stock location lookup, NO-EXCHANGE guardrail, handoff #743 ops tier 2.
Pipeline: #744 bot stock eligibility proof tier 1 → #743 agents counter refusal transfer price escalate store ops.
Explore AI support and request a demo.
Checklist, FAQ and going further
STEXCHbot Checklist (8 steps)
Sync STEXCH-MAP #743: RAG bot help page email post-delivery feedback
Policy STEXCHBOT-SUP: 6 POLICY PROOF NO-EXCHANGE STOCK RETURNONLINE rules
8 intents bot_stexch_*: flow SEB-1 to SEB-8
4 templates TPL-STEXCHbot-*: POLICY PROOF STOCK VS-ONLINE
Order lookup API sync: delivered exchange_window verify test agents
Store exchange help page chat embed: bot_stexch_policy proactive
Red team 10 prompts: promised exchange vs return confusion invented eligibility
Dashboard KPI: stexch_bot_* section 9 exchange_violations deflect misroute
FAQ
Difference #743?
#743 = desk refusal agents stock transfer price escalate store ops. #744 = bot tier 1 stock eligibility proof handoff without promised exchange.
Bot confirms desk exchange?
No. TPL-STEXCHbot-POLICY NO-EXCHANGE-PROMISE-BOT STEXCH743-HANDOFF-BOT.
Difference online return bot #10?
Portal refund = RETURNONLINE-REROUTE-BOT. Store exchange = bot_stexch_* map.
Difference store return #745?
#745 = desk refund for web order. #744 = store size/color exchange after web purchase.
Going Further
This week: index STEXCH-MAP RAG store-exchange help page, red team exchange_promise_violations audit, sync email post-delivery widget eligibility entry.
Enzo
July 1, 2026
