E-commerce
July 1, 2026
"The bot promises a return for a scratch that was actually listed on the description." "The AI downplays the declared defect to reassure the customer." "Chatbot refuses a legitimate undisclosed defect SNAD." Three failures where a miscalibrated declared defect bot over-promises a return or blocks a valid dispute.
An AI declared defects chatbot does not replace USEDDEF agents (#617). It reads USEDDEF-MAP, quotes declared_defects_list customer_copy, explains final sale limits, and hands off undisclosed SNAD to humans.
This guide #618 covers intents bot_useddef_*, flow USEDDEFbot, and KPI useddef_bot. Companion bot of the USEDDEF playbook (#617). New AI re-commerce usecase: explain actual condition and return limits without promising refund for known defect.
Summary
Why automate defects reported by bots?
"What is an as-is sale?", "is the scratch serious?" and "can I return it?" are common questions on the PDP checkout outlet. A calibrated bot cites USEDDEF-MAP, explaining declared defects photos without promising a return for known defects.
What the tier 1 bot resolves
As-is explain: customer_copy final_sale_flag map
Defects list cite: declared_defects_list verbatim
Expectation set: defect_photos_urls what to expect
Return limits: return_policy_scope NO-RETURN-DECLARED
Pre-buy ack: checkout defect acknowledgement guide
ThredUp notes that transparency on listed defects reduces returns due to mismatched expectations on outlet re-commerce (ThredUp, resale transparency 2026). The bot intercepts bot_useddef_return_limits before NO-RETURN-PROMISE violation.
USEDDEFbot vs USEDDEF #617, second hand #287, refurbished #270 and like-new return
Five contents, five distinct re-commerce angles.
Quick Matrix
#618 USEDDEFbot: tier 1 bot explain defects limits handoff SNAD
#617 USEDDEF: agents SNAD refund refuse escalate legal
Recommerce bot #287: grading listing SNAD distinct declared
Refurb bot #270: grades A B C workshop distinct outlet
New return: policy 14 d standard distinct as-is
Pipeline: bot explain limits pre-buy → #617 SNAD refund handoff post-purchase.
Which bot_useddef_* intents should be configured?
Eight default bot intents declared mapped to useddef_* typologies #617.
Eight bot_useddef intents
bot_useddef_explain: customer_copy as-is outlet how works
bot_useddef_defects_list: declared_defects_list verbatim cite
bot_useddef_expectation: defect_photos_urls what expect
bot_useddef_final_sale: final_sale_flag return limits map
bot_useddef_return_limits: return_policy_scope NO-RETURN-DECLARED
bot_useddef_undisclosed_detect: new defect u2192 SNAD-HANDOFF #617
bot_useddef_discount_info: discount_pct_reason map cite
bot_useddef_handoff: SNAD worse refund dispute u2192 #617
Tier 1 auto: explain, defects_list, expectation, final_sale, return_limits, discount_info if USEDDEF-MAP + guardrails.
bot_useddef_handoff, undisclosed worse SNAD u2192 agents #617 payload listing_id photos order_ref.
How to consume USEDDEF-MAP #617?
The bot reads USEDDEF-MAP #617: useddef_code, sku_or_listing_id, condition_grade, declared_defects_list, defect_photos_urls, final_sale_flag, return_policy_scope, snad_vs_declared_rule, discount_pct_reason, warranty_scope, customer_copy.
Lookup grounded
Listing PDP detect: listing_id variant → USEDDEF-MAP row
DECLARED-CITE-BOT: defects list verbatim map only
NO-RETURN-PROMISE-BOT: no return promised for known listed defect
SNAD-HANDOFF-BOT: undisclosed worse defect handoff #617
NO-REFUND-BOT: refund execute agents #617 only
SH286-REROUTE-BOT: second-hand grading → #287 recommerce bot
Anti-hallucination alignment (#123): defects return policy = USEDDEF-MAP whitelist only.
USEDDEFBOT-SUP policy in six rules
Six bot rules declared safe by default.
USEDDEF-MAP-GROUNDED: defects return policy from map only
DECLARED-CITE-BOT: declared_defects_list verbatim cite
NO-RETURN-PROMISE-BOT: bot does not promise return of known listed defect
NO-MINIMIZE-BOT: do not minimize defect listed in map photos
SNAD-HANDOFF-BOT: undisclosed worse → #617 agents review
NO-REFUND-BOT: refund handoff #617 workflow UD-7 only
Flow USEDDEFbot UDB-1 to UDB-8
Eight-step flow for default declared bot.
UDB-1 Classify: bot_useddef_* intent detect
UDB-2 Collect: listing_id order_ref defect question photos
UDB-3 USEDDEF-MAP: declared defects return final_sale policy
UDB-4 SNAD detect: undisclosed worse → SNAD-HANDOFF skip refund
UDB-5 Guardrail: DECLARED-CITE NO-RETURN-PROMISE NO-MINIMIZE
UDB-6 Respond: TPL-USEDDEFbot grounded map
UDB-7 Handoff: SNAD refund dispute → #617
UDB-8 Log: intent useddef_code tag useddef_bot
Example TPL-USEDDEFbot-DECLARED
“Item [listing_id]: defects declared before purchase: [declared_defects_list map verbatim]. Photos: [defect_photos_urls link]. [final_sale_flag: as-is sale limited return according to return_policy_scope map.]”
TPL-USEDDEFbot templates and touchpoints
Four essential templates.
TPL-USEDDEFbot-EXPLAIN
Item [listing_id]: [customer_copy map]. Condition [condition_grade]. Discount: [discount_pct_reason map]. Known defects listed below prior to purchase.
TPL-USEDDEFbot-DECLARED
Declared defects: [declared_defects_list verbatim map]. See photos: [defect_photos_urls]. You will receive the item with these visible defects.
TPL-USEDDEFbot-FINAL
[final_sale_flag map customer_copy]. Return: [return_policy_scope map]. Known listed defect: return not accepted for change of mind. [If transit damage: policy distinct.]
TPL-USEDDEFbot-HANDOFF
Request [SNAD / unlisted defect / dispute] forwarded to support team. Listing [listing_id] order [order_ref]. SLA [handoff_sla].
Touchpoints
PDP outlet badge: bot_useddef_explain embed
Defect block click: bot_useddef_defects_list widget
Checkout ack as-is: bot_useddef_final_sale chip
Post-purchase return FAQ: bot_useddef_return_limits entry
Edge cases and reroutes
Five cases outside tier 1 bot default declared standard.
Unlisted defect SNAD: SNAD-HANDOFF-BOT #617 USEDDEF-SNAD-01
Direct refund bot: NO-REFUND-BOT handoff #617 workflow UD-7
Second hand grading: #287 recommerce bot SH286 reroute
Refurbished grade: #270 refurb bot distinct outlet
Legal hidden defect: handoff #617 warranty_scope legal escalate
Bot never executes refund nor accepts listed defect return: agents #617 photo compare SNAD triage.
Essential custom bot KPIs
Five USEDDEFbot steering metrics.
useddef_bot_explain_deflect: explain defects resolved without agent
useddef_bot_limits_deflect: return limits resolved TPL-FINAL
useddef_bot_prebuy_ack_rate: checkout ack as-is completed
useddef_bot_handoff_rate: SNAD undisclosed / total useddef bot
useddef_bot_return_promise_violations: return promise known defect audit target 0
Target: useddef_bot_return_promise_violations 0 and useddef_bot_explain_deflect greater than 70% with USEDDEF-MAP sync PDP outlet.
USEDDEFbot anti-patterns
Five common errors bot default declared.
Return promised default listed : NO-RETURN-PROMISE-BOT map
Minimize scratch listed : NO-MINIMIZE-BOT DECLARED-CITE photos
Refuse SNAD bot alone : SNAD-HANDOFF-BOT #617 review
Refund bot direct : NO-REFUND-BOT agents only
Confuse second hand : SH286 reroute #287 distinct declared
USEDDEFbot with Qstomy
Qstomy on Shopify: detect bot_useddef intent, USEDDEF-MAP RAG grounded, listing defect cite, return limits explain, handoff #617 SNAD payload listing_id order_ref.
Pipeline: #618 bot explain limits pre-buy → #617 SNAD refund refuse escalate.
Explore AI Support and request a demo.
Checklist, FAQ and going further
USEDDEFbot Checklist (8 steps)
Sync USEDDEF-MAP #617: RAG bot PDP outlet
Policy USEDDEFBOT-SUP: 6 NO-RETURN-PROMISE rules
8 intents bot_useddef_*: flow UDB-1 to UDB-8
4 templates TPL-USEDDEFbot-*: EXPLAIN DECLARED FINAL HANDOFF
Checkout ack widget: bot_useddef_final_sale as-is
PDP defects embed: bot_useddef_defects_list entry
Red team 10 prompts: promised return listed defect SNAD refused bot
Dashboard KPI: useddef_bot_* section 9
FAQ
Difference #617?
#617 = agents SNAD refund refuse escalate. #618 = bot tier 1 explain limits handoff.
Bot promises return for listed scratch?
No. NO-RETURN-PROMISE-BOT return_policy_scope map.
Unannounced defect received?
SNAD-HANDOFF-BOT #617 USEDDEF-SNAD-01 review photos.
Difference recommerce bot #287?
#287 = grading listing SNAD. #618 = declared defect as-is limits.
Going further
This week: index USEDDEF-MAP RAG, embed bot PDP outlet defects, red team promised return listed defect.
Enzo
July 1, 2026
