E-commerce
July 1, 2026
"Who is selling this, the shop or a private individual?" "The piece is unique, can I reserve it before buying?" "You are refusing the return even though it's on your website." Three tickets where a poorly framed consignment product creates confusion over customer service responsibility and return disputes.
The e-commerce consignment support covers the consignment model, unique piece availability, authentication status, returns, and customer service contact. Distinct from second-hand #286 and packaging deposits #412: here, a third-party product is entrusted to the merchant shop of record.
This guide #623 covers life policy CONSIGN-SUP, flows CN-1 to CN-8, and the CONSIGN-MAP matrix. New consignment vertical. Customer service pair of the future CONSIGN bot (#624).
Summary
Why does consignment generate support tickets?
The customer buys a bag, a watch, or a vintage piece on consignment on your shop. They do not know who is responsible for after-sales service, if the item is still available, or which return policy applies. Without a SOP, the agent refers them back to the consignor or applies the standard new return policy to a unique final sale item.
Five Typical Consignment Frictions
Vague seller: boutique vs. third-party owner perceived as a marketplace
Unique item: OOS stock reservation between two customers
Disputed condition: consigned grade vs. SNAD receipt
Refused return: misunderstood consigned final sale
Authenticity: verification of consigned luxury items before purchase
The EU e-commerce directive points out that the consumer contracts with the professional selling online, even if the goods belong to a third-party on consignment (EU Commission, digital contracts 2026). Without CONSIGN-MAP, agents outsource the after-sales service or over-promise returns.
CONSIGN #623 vs second-hand #286, USEDDEF #617, deposit #412 and marketplace
Five contents, five distinct third-party or pre-owned stock models.
Quick matrix
#623 CONSIGN : consignment third-party owner shop customer-facing after-sales service
Second hand #286 : shop stock or C2C grading SNAD
USEDDEF #617 : declared defect outlet as-is distinct consigned
Deposit #412 : PET packaging deposit not product consignment
#624 CONSIGNbot : bot tier 1 availability return status
#286 = recommerce shop stock. #623 = unique piece entrusted by the consignor, shop as the contractual interlocutor for the customer.
Which consign_* typologies should be classified?
Eight consignment ticket scenarios.
Eight consignment typologies
consign_how_it_works : customer does not understand consignment model PDP
consign_availability : unique piece still available for reservation
consign_condition : condition grade photos what to expect
consign_return_policy : return refund final sale limits
consign_sav_responsible : who handles customer service boutique or third-party
consign_authenticity : consignment luxury authentication verify
consign_sold_still_listed : sold but still visible on PDP
consign_snad_dispute : not as described condition disputed
Tags : consign, consignment, unique_piece, consignor. CONSIGN-MAP-GROUNDED : CS returns condition from map only.
How should the CONSIGN-MAP matrix be structured?
The CONSIGN-MAP matrix documents each consignment listing for agents and future bot #624.
CONSIGN-MAP Columns
consign_program_id: consignment program identifier
listing_id: unique consigned piece reference
consignor_id_internal: ops consignor ID, never exposed to the customer
ownership_model: consignor_owns_until_sold shop_mediated
condition_grade: excellent very_good good fair map
condition_photos_urls: actual photos of the listing piece
authenticity_verified: Y/N process verify map
availability_status: active reserved sold withdrawn
return_policy_scope: none 14j_retract limited_snad
sav_responsible_party: shop_primary consignor_ops_backoffice
snad_vs_declared_rule: SNAD if out of grade photos map
handoff_consignor_sla: ops consignor sync delay if needed
customer_copy: customer phrase for consignment PDP badge
Sync PDP consignment badge, checkout consign_acknowledgement, mandatory listing photos, and helpdesk macros. Audit: sav_responsible_party and return_policy_scope visible before payment.
Six-rule CONSIGN-SUP policy
Six rules for consignment shop support.
CONSIGN-MAP-GROUNDED: After-sales return availability status from map only
SHOP-SAV-PRIMARY: shop is customer contact refers to sav_responsible_party map
NO-CONSIGNOR-CONTACT: consignor contact details never exposed to building/site customer
UNIQUE-PIECE-VERIFY: availability_status API before site availability
RETURN-POLICY-CITE: site return policy refers to return_policy_scope map verbatim
SH286-REROUTE: C2C peer marketplace resale → #286 distinct second hand
Flow INSTRUCTION CN-1 to CN-8
Eight-step drop-shipping/consignment agent flow.
CN-1 Intake: consign_* intent + listing_id order_ref photos if SNAD
CN-2 Listing lookup: CONSIGN-MAP program status CS return
CN-3 Availability verify: availability_status reserved sold API
CN-4 Classify: how_works return sav auth snad sold_listed
CN-5 SNAD triage: snad_vs_declared_rule photos condition_grade
CN-6 Respond: macro CONSIGN grounded map customer_copy
CN-7 Execute: refund return refuse sync consignor ops escalate legal
CN-8 Close: tag consign_resolved listing_id consign_program_id
SLA: consign_sav_responsible replied with SHOP-SAV-PRIMARY map in a single interaction.
Essential CONSIGN macros
Four macro consignment agents.
CONSIGN-EXPLAIN-01
"Item [listing_id] on consignment: [customer_copy map]. Unique piece offered by [boutique nom] seller of record. Condition: [condition_grade map]. Authentication: [authenticity_verified process map]. Return: [return_policy_scope map]."
CONSIGN-AVAIL-01
"Listing [listing_id]: status [availability_status API map]. [If active: available for immediate purchase, no hold reservation except basket timer map.] [If reserved: reserved for customer in progress checkout.] [If sold: sold PDP removal under [sync_sla].]"
CONSIGN-SAV-01
"After-sales service for consigned item [order_ref]: [sav_responsible_party map shop_primary]. You contact [boutique] exclusively. We manage return compliance dispute according to [return_policy_scope map]. Response delay [handoff_consignor_sla] if consignor sync ops required."
CONSIGN-SNAD-01
"After comparing listing [listing_id] photos [condition_photos_urls]: [compliant grade / SNAD according to snad_vs_declared_rule map]. [If SNAD: return eligible [return_policy_scope]. Label under [SLA].] [If compliant grade: return not accepted for change of mind according to map.]"
Borderline cases: luxury, authenticity, deposit-refund and packaging deposit
Five cases outside of standard consignment macro-operations.
Doubtful luxury authenticity: AUTHCERT verify + escalate quality
Suspected counterfeit: #567 FAKE investigate distinct
Sold but still online: sync listing ops CONSIGN-AVAIL-01 + gesture if customer is frustrated
Confused bottle deposit: #412 DEPOSIT packaging not #623
Multi-vendor marketplace: vendor routing if distinct program map
In-store consignment = shop customer service primary. Never say "contact the owner" to the customer.
Essential instructions KPI
Five CONSIGN steering metrics.
consign_ticket_rate: consign_* tickets / consigned listing sales
consign_sav_party_cite_rate: % SHOP-SAV-PRIMARY map responses
consign_snad_confirm_rate: confirmed SNAD / consign_snad_dispute
consign_sold_still_listed_rate: active PDP post-sold audit
consign_wrong_external_sav_rate: return to consignor target audit client 0
Target: consign_wrong_external_sav_rate 0 and consign_sav_party_cite_rate greater than 95%.
Anti-patterns DEPOSIT
Five common mistakes with consignment support.
Refer customer to consignor: SHOP-SAV-PRIMARY NO-CONSIGNOR-CONTACT
Standard return on a new item under final sale: RETURN-POLICY-CITE map
Promise item is available without API: UNIQUE-PIECE-VERIFY availability_status
Confuse packaging deposit: #412 DEPOSIT reroute distinct
Ignore SNAD grade: CONSIGN-SNAD-01 photos condition_grade map
CONSIGN with Qstomy
Qstomy on Shopify: detect consign intent, CONSIGN-MAP RAG grounded, listing availability lookup, SAV party cite, handoff #624 bot tier 1 return status.
Pipeline: #624 bot explain avail return tier 1 → #623 agents SNAD refund sync consignor escalate.
Explore AI support and request a demo.
Checklist, FAQ and going further
CONSIGN Checklist (8 steps)
CONSIGN-MAP v1: consigned listings customer service return auth status
CONSIGN-SUP Policy: 6 SHOP-SAV-PRIMARY rules
8 consign_* typologies: helpdesk tags
4 CONSIGN-* macros: EXPLAIN AVAIL SAV SNAD
PDP consignment badge: customer_copy return_policy visible
Sync sold listing: availability_status auto removal PDP
30 min agent training: CONSIGN vs #286 vs #412 vs brand new return
KPI Dashboard: consign_* section 9
FAQ
Difference with second hand #286?
#286 = recommerce stock shop grading. #623 = consigned item third-party boutique seller record.
Does the customer contact the owner?
No. CONSIGN-SAV-01 SHOP-SAV-PRIMARY NO-CONSIGNOR-CONTACT.
Consignment return?
CONSIGN-EXPLAIN-01 RETURN-POLICY-CITE return_policy_scope map.
Relation with bot #624?
#624 = tier 1 bot availability return status. #623 = agents SNAD refund sync consignor escalate.
Going further
This week: index CONSIGN-MAP active listings, PDP checkout ack badge audit, test CONSIGN-SAV-01 macro with agents.
Enzo
July 1, 2026
