E-commerce
July 1, 2026
"Why is my power bank being shipped by road and not by plane?" "I paid for express air shipping, but I'm told perfume is banned from cargo." "Nobody explained that aerosols block shipments to the island." Three tickets where a poorly explained air transport restriction delays an order and creates a delivery time dispute.
The e-commerce air transport restriction support covers lithium batteries, flammable liquids, pressurized aerosols, and IATA hazardous materials. Distinct from #478 country-specific restrictions: here, the focus is on air vs. road transport carrier rules for SKU DG.
This guide #611 covers policy AIRREST-SUP, flow AS-1 to AS-8, and the AIRREST-MAP matrix. It complements RESTINT (#478). To be paired with the next-gen customer service bot AIRREST (#612).
Summary
Why does air transport generate customer service tickets?
The customer chooses express delivery or orders to an island zone relying on air transport. Ops flags the battery or aerosol line. Without an explanation of the transport mode, they believe it is a warehouse error or a lead-time scam.
Five typical air transport frictions
Lithium battery: powerbank device Wh limit cargo
Pressurized aerosol: spray deo hairspray forbidden air
Flammable liquid: perfume alcohol nail polish
Express vs reality: customer paid air SKU ground only map
Vague split shipment: partial parcel air route without status
IATA regulates the transport of dangerous goods in civil aviation, including lithium and aerosols depending on quantity and packaging (IATA, dangerous goods 2026). Without AIRREST-MAP, agents promise air transport or invent carrier rules.
AIRREST #611 vs RESTINT #478, expired #261, customs #65 and bot #612
Five contents, five distinct compliance delivery layers.
Quick Matrix
#611 AIRREST: air mode liquid batteries aerosols DG carrier
#478 RESTINT: SKU banned in import country legal
Expired #261: BBD cold hot corridor distinct DG
Customs #65: DDP fees post-delivery seizure
#612 AIRRESTbot: tier 1 bot filter transport constraints
#478 = banned destination country. #611 = air mode corridor carrier rejects DG map SKU.
Which airrest_* typologies should be classified?
Eight scenarios for air transport restriction tickets.
Eight airrest typologies
airrest_lithium_battery: powerbank device battery Wh limit air
airrest_aerosol_pressurized: spray pressurized aerosol prohibited cargo
airrest_flammable_liquid: perfume alcohol flammable liquid ml
airrest_air_vs_ground: why road OK air no map
airrest_express_downgrade: express paid downgrade ground carrier
airrest_split_shipment: partial shipment air road status
airrest_postpay_hold: order paid hold ops air restriction
airrest_carrier_refused: carrier refuses DG deposit
Tags: airrest, dg, lithium, aerosol. AIRREST-MAP-GROUNDED: air_allowed ship_method from map only.
How should the AIRREST-MAP matrix be structured?
The AIRREST-MAP matrix documents air transport constraints by SKU or DG category for agents and future bot #612.
AIRREST-MAP Columns
airrest_code: AIR-LITH-100Wh AIR-AERO-SPRAY AIR-FLAM-PARF
sku_or_category: reference or DG family
dg_class: lithium aerosol flammable_liquid magnet dry_ice
max_wh_battery: lithium Wh limit if applicable
volume_ml_limit: max ml of liquid aerosol per unit
air_allowed: Y restricted N ground_only
ship_method_alternative: road sea split deferred
carrier_rules: DHL FedEx Colissimo surface note map
split_shipment_allowed: Y/N partial shipment
express_refund_policy: downgrade express diff refund
customer_copy: customer phrase PDP shipping
postpay_refund_policy: cancel hold refund if air impossible
Sync WMS hold flags, carrier matrix ops, PDP badge shipping and helpdesk macros. Audit: customer_copy visible if air_allowed ground_only.
AIRREST-SUP policy in six rules
Six rules support air transport restriction.
AIRREST-MAP-GROUNDED: air_allowed ship_method carrier from map only
NO-AIR-PROMISE: agent does not promise air cargo if ground_only map
MODE-DISTINCT: explain air vs road vs sea cite ship_method_alternative
REST478-REROUTE: prohibited import country → #478 REST-MAP distinct
POSTPAY-REFUND-SCOPE: hold cancel refund cite postpay_refund_policy map
NO-IATA-INVENT: cite carrier_rules customer_copy no invented IATA rules
Flow AIRREST AS-1 to AS-8
Flow agent eight steps air transport restriction.
AS-1 Intake: airrest_* intent + order_ref SKU ship_method question
AS-2 SKU lookup: AIRREST-MAP dg_class air_allowed carrier
AS-3 Order verify: Shopify ship method hold status ops queue
AS-4 Classify: lithium aerosol liquid mode split postpay
AS-5 Respond: macro AIRREST grounded map customer_copy
AS-6 Execute: split ship downgrade express refund escalate ops
AS-7 Document: airrest_code carrier note ticket
AS-8 Close: tag airrest_resolved airrest_code
SLA: airrest_air_vs_ground answered with MODE-DISTINCT ship_method_alternative map in one interaction.
Essential AIRREST macros
Four macro agents air transport restriction.
AIRREST-EXPLAIN-01
"Product [SKU]: [customer_copy map]. Transport class: [dg_class]. Air transport: [air_allowed map]. [If ground_only: shipment by [ship_method_alternative].] Carrier rule: [carrier_rules map]."
AIRREST-MODE-01
"Order [order_ref]: line [SKU] [dg_class]. Air: [unauthorized / restricted according to map]. Mode applied: [ship_method_alternative]. Indicative lead time: [carrier ETA route]. [If express downgrade: [express_refund_policy map].]"
AIRREST-SPLIT-01
"Order [order_ref]: partial shipment. Parcel 1 [SKUs air OK]: [tracking air]. Parcel 2 [SKU ground_only]: [tracking route]. [If split_shipment_allowed N: all shipment [ship_method_alternative].]"
AIRREST-POSTPAY-01
"Pending order [order_ref]: air transport restriction [dg_class map]. [If cancellation: [postpay_refund_policy map timeframe].] Alternative: remove line or [ship_method_alternative]."
Edge cases: banned country, expired, customs, and cumulative RESTINT
Five cases outside of standard air macro.
Forbidden destination country: REST478-REROUTE #478 REST-MAP legal import
Expired hot corridor: #261 cold route cumulative possible
Parcel seized by customs: #65 customs distinct carrier DG
Alcohol age restriction: #543 AGEREST distinct mode transport
Cumulative RESTINT + AIRREST: country block first then ship mode if authorized
SKU forbidden in USA ≠ SKU ground only in France. Lookup #478 then #611 if country OK.
Essential arrest KPIs
Five AIRREST tracking metrics.
airrest_ticket_rate: airrest_* tickets / DG SKU orders
airrest_mode_explain_rate: air_vs_ground resolved macro only
airrest_postpay_hold_sla: hold resolved within SLA limit
airrest_express_refund_rate: express downgrade refunded policy
airrest_air_promise_violations: air promise outside map audit target 0
Target: airrest_air_promise_violations 0 and airrest_mode_explain_rate above 80% with customer_copy PDP shipping.
AIRREST Anti-patterns
Five common mistakes in air transport support.
Promising air cargo: NO-AIR-PROMISE air_allowed map
Inventing IATA rules: NO-IATA-INVENT carrier_rules customer_copy
Confusing forbidden countries: REST478-REROUTE #478 distinct DG mode
Unauthorized split: split_shipment_allowed map only
Express refund out of policy: express_refund_policy map only
AIRREST with Qstomy
Qstomy on Shopify: detect airrest intent, AIRREST-MAP RAG grounded, SKU DG lookup, mode air route cite, handoff #612 bot tier 1 shipping restrictions.
Pipeline: #611 agents split refund escalate ops → #612 bot filter constraints tier 1.
Explore AI support and request a demo.
Checklist, FAQ and going further
AIRREST Checklist (8 steps)
AIRREST-MAP v1: SKU DG lithium aerosol liquid
AIRREST-SUP Policy: 6 NO-AIR-PROMISE rules
8 airrest_* typologies: helpdesk tags
4 AIRREST-* macros: EXPLAIN MODE SPLIT POSTPAY
PDP shipping badge: customer_copy ground_only visible
WMS hold sync: ops queue airrest_code flag
30-min agent training: AIRREST vs #478 quiz
KPI Dashboard: airrest_* section 9
FAQ
Difference #478 RESTINT?
#478 = prohibited SKU import country. #611 = transport mode air liquid aerosol batteries.
Can a powerbank go on a plane?
AIRREST-EXPLAIN-01 max_wh_battery air_allowed map.
Express paid downgrade route?
AIRREST-MODE-01 express_refund_policy map.
Relation to #612 bot?
#612 = bot tier 1 filter constraints. #611 = agents split refund escalate ops.
Going further
This week: index AIRREST-MAP DG SKUs, ground_only PDP badge, AIRREST-MODE-01 macro test with agents.
Enzo
July 1, 2026
