E-commerce
July 1, 2026
"I tried size M in the store, how do I order the same one online?" "The sales assistant told me it would be reserved for 24 hours, but the site says out of stock." "Store price is different from the website, which one applies?" Three tickets where an unregulated in-store try-on then online purchase customer journey generates cart abandonment, price disputes, and stock frustration.
The in-store try-on support before online e-commerce purchase covers in-store fitting, stock reservation, web checkout journey, and price parity. Distinct from Click & Collect #177: here, offline try-on then online order, not BOPIS post-purchase pickup.
This guide #739 covers policy INSTTRY-SUP, flow IT-1 to IT-8, and matrix INSTTRY-MAP. CX pair of the future bot INSTTRY (#740).
Summary
Why does the showrooming concept of trying in-store and buying online generate support tickets?
The customer visits the store, tries on the size, color, and model, then prefers to order online for a promotion, delivery, or deferred payment. Without a SOP, the agent does not know how to reserve store stock, quotes an obsolete web price, or routes to Click & Collect #177 instead of the try-then-buy online map journey.
Five typical friction points of in-store trial to online
Unclear journey: customer does not know how to order after the in-store fitting map
Stock reservation: store hold expired before online checkout map
Variant mismatch: tried-on size unavailable on the web map
Price discrepancy: counter price vs site price unexplained map
Associate code: associate_referral lost at checkout map
McKinsey points out that 60 to 70% of retail journeys begin offline but often conclude online, requiring consistency in stock and journeys (McKinsey, omnichannel 2026). Without INSTTRY-MAP, support and the store diverge on reservation and pricing.
INSTTRY #739 vs BOPIS #177, AVAIL #271, RDV #717 and bot #740
Six pieces of content, six distinct omnichannel flows.
Quick matrix
#739 INSTTRY: in-store trial reservation stock online purchase final
Click & Collect #177: online purchase in-store pickup distinct from try-then-buy
Availability #271: cross-channel stock pre-purchase distinct from post-fitting journey
Product appointment #717: booking consultation distinct from free walk-in fitting
Pop-up #579: temporary stand local stock ops distinct from permanent boutique
#740 INSTTRYbot: bot stock trial final purchase tier 1
#177 = online → in-store pickup. #739 = in-store fitting → online order delivery or web checkout.
Which insttry_* typologies should be classified?
Eight scenarios for instore try-on online purchase tickets.
Eight insttry typologies
insttry_how_it_works: understand instore try-on online purchase customer journey map
insttry_reservation: reserve tried-on item in store map
insttry_variant_match: same size/color tried on available online map
insttry_checkout_path: checkout link cart code after visit map
insttry_price_parity: store price vs website price, which one to apply map
insttry_associate_code: sales associate referral checkout code map
insttry_oos_online: tried on in store out of stock online map
insttry_store_hours: store opening hours for try-on map
Tags: insttry, store_try, buy_online, omnichannel. RESERVE-CITE: try_reservation_policy_copy map only.
How should the INSTTRY-MAP matrix be structured?
The INSTTRY-MAP matrix documents each try-store-buy-online program for agents and future bot #740.
INSTTRY-MAP Columns
insttry_program_id : try-then-buy map program identifier
eligible_skus : relevant SKUs insttry_flag map
store_locations : participating stores location_id map
try_reservation_policy_copy : stock hold duration conditions map
stock_hold_duration_hours : post-try-on reservation hours map
online_checkout_path_copy : cart URL deep link checkout map
price_match_policy_copy : store-web price parity map
associate_referral_code_flag : active checkout sales associate code map
variant_sync_note : size-color alignment POS web map
store_hours_tryon_copy : try-on hours by location map
customer_communication_copy : counter sign macro map
bot_intent_map : bot_insttry_* #740 mapping
Sync counter sign, post-store visit email QR checkout, and helpdesk macros.
INSTTRY-SUP policy in six rules
Six rules support store trial online purchase.
INSTTRY-MAP-GROUNDED: reservation price journey from map only
RESERVE-CITE: try_reservation_policy_copy cite map verbatim
STOCK-CITE: variant online availability lookup map API
PRICE-CITE: price_match_policy_copy cite if map price difference
NO-RESERVE-PROMISE: no hold confirmed without POS ops map
BOPIS177-REROUTE: online post-purchase pickup → #177 C&C distinct try-then-buy
Flow INSTTRY IT-1 to IT-8
Flow agent eight steps store trial online purchase.
IT-1 Intake : insttry_* intent + store_location sku variant question
IT-2 INSTTRY-MAP : reservation checkout price associate hours variant
IT-3 Location lookup : store_locations insttry_flag POS inventory verify
IT-4 Classify : how reservation variant checkout price oos associate
IT-5 Triage : RESERVE STOCK PRICE NO-RESERVE BOPIS177 AVAIL271
IT-6 Respond : macro INSTTRY grounded customer_communication_copy
IT-7 Execute : ops POS hold reservation escalate store price exception
IT-8 Close : tag insttry_resolved reserve_cited checkout_sent Y/N
SLA : insttry_reservation answered with RESERVE-CITE try_reservation_policy_copy in one interaction.
Essential INSTTRY macros
Four macro agents trial store purchase online.
INSTTRY-PARCOURS-01
" [store_location map]: try [sku variant map] in store. To order online: [online_checkout_path_copy map.] Reservation possible [stock_hold_duration_hours map] h. [try_reservation_policy_copy map.] RESERVE-CITE. "
INSTTRY-RESERVE-01
" Reservation [variant map] store [location_id map]: [try_reservation_policy_copy map.] Duration [stock_hold_duration_hours map] h. NO-RESERVE-PROMISE before POS ops confirmation. Checkout: [online_checkout_path_copy map.] "
INSTTRY-PRICE-01
" Price: [price_match_policy_copy map.] [If discrepancy: web checkout rate [prix map] applies online.] PRICE-CITE. Seller code: [associate_referral_code_flag map if active.] "
INSTTRY-OOS-01
" [variant map] tried in store [location_id map]: web stock [STOCK-CITE lookup map.] [If OOS online: alternatives #271 AVAIL cross-channel or other location map.] "
Edge cases: BOPIS, webex, appointment and pop-up
Five cases outside the macro trial store standard online purchase.
Customer wants BOPIS pickup: BOPIS177-REROUTE #177 online purchase separate store pickup
Web exclusive SKU: WEBEX457-REROUTE not tryable in permanent store
Product consultation appointment: APPT717-REROUTE #717 separate booking walk-in fitting
Temporary pop-up stand: POP579-REROUTE #579 local stock ops separate boutique
Cross-channel pre-purchase stock: AVAIL271-REROUTE #271 before store visit map
Try-then-buy online = store fitting then web checkout. BOPIS or webex = separate reroute playbooks.
Essential industry KPIs
Five INSTTRY monitoring metrics.
insttry_reservation_cite_rate : RESERVE-CITE / total insttry reservation how
insttry_store_to_online_convert_rate : online orders post-store visit tag / reservations
insttry_hold_expired_rate : hold expired before checkout / total reservations map
insttry_price_dispute_rate : web-store price disputes / total insttry_price
insttry_bopis_misroute_rate : routed #177 on insttry / total low target
Target: insttry_reservation_cite_rate greater than 95% and insttry_store_to_online_convert_rate increasing post email checkout sync.
INSTTRY anti-patterns
Five common errors in store trial support for online purchases.
Confusing BOPIS #177: BOPIS177-REROUTE separate pickup try-then-buy
Promise hold without POS: NO-RESERVE-PROMISE ops confirmation map
Invented price: PRICE-CITE price_match_policy_copy map only
Unverified variant: STOCK-CITE lookup online before checkout link
Lost seller code: associate_referral_code_flag checkout path map
INSTTRY with Qstomy
Qstomy on Shopify: detect insttry intent, INSTTRY-MAP RAG grounded, reservation price cite, handoff #740 bot tier 1.
Pipeline: #740 bot trial stock final purchase tier 1 → #739 agents hold reservation price exception store ops.
Explore AI support and request a demo.
Checklist, FAQ and going further
INSTTRY Checklist (8 steps)
INSTTRY-MAP v1: locations reservation checkout price associate hours
Policy INSTTRY-SUP: 6 rules RESERVE STOCK PRICE NO-RESERVE
8 typologies insttry_*: tags helpdesk store_try buy_online
4 macros INSTTRY-*: PARCOURS RESERVE PRICE OOS
Counter sign QR checkout: online_checkout_path_copy visible store
POS hold workflow sync: stock_hold_duration_hours ops test
Store staff 30-min training: INSTTRY vs #177 vs #271 vs #717
Dashboard KPI: insttry_* section 9 reservation_cite convert misroute
FAQ
Difference Click & Collect #177?
#177 = online purchase, in-store pickup. #739 = in-store fitting then online order, delivery or web checkout.
Difference with availability #271?
#271 = cross-channel stock pre-purchase. #739 = post-fitting reservation checkout journey.
How long is a reservation held?
INSTTRY-RESERVE-01 RESERVE-CITE stock_hold_duration_hours try_reservation_policy_copy map.
Relation to #740 bot?
#740 = bot stock test purchase final tier 1. #739 = staff hold reservation price exception store ops.
Going further
This week: index INSTTRY-MAP locations insttry_flag, sync counter sign QR checkout, test macro INSTTRY-RESERVE-01 expired hold staff.
Enzo
July 1, 2026
