E-commerce
July 1, 2026
"Why can't I put this fabric on this module?" "The site let me order, and then my order is cancelled: impossible combo." "Nobody explains why the XL size blocks the premium finish." Three tickets where poorly communicated incompatible options generate configurator abandonment, post-payment frustration, and ops disputes.
The e-commerce incompatible options customer support covers configurator rules and Shopify variants, explanation of technical constraints, valid alternatives, and post-order config error reroutes (#481). Distinct from configurator bot guidance (#482) and bundle choice assistance (#97).
This guide #483 covers the INCOMPAT-SUP policy, COMPAT-MAP matrix, and INCOMPAT-FLOW flow. First content dedicated to option constraints. Future CS companion of the incompat bot (#484).
Summary
Why do incompatible options generate customer service tickets?
An incompatible option ticket arises when the customer does not understand why two choices cannot coexist in the configurator or the cart.
Five typical frictions
Block checkout: greyed-out combo without a clear message
Post-pay cancel: ops cancels the impossible combo order
Shopify variant: size + color unavailable unexplained
Upsell conflict: accessory incompatible with the chosen base
Customer insists: u201cwhy does the competitor allow itu201d
Kickflip points out that compatibility rules must be visible before add-to-cart (Kickflip, configurator 2026). Baymard notes that a product error message without an alternative drives an additional 12 to 18% of abandonments (Baymard, PDP 2025).
Angle #483 vs neighboring content
Config error #481: pre-fabrication edit. #483 = upstream incompatibility rule.
Bot config #482: choice guidance. #483 = agent playbook constraints.
Bundle #97: bundle conversion help. #483 = technical constraints of options.
Failed design #417: post-delivery. #483 = pre-purchase prevention.
Future bot #484: AI filtering. #483 = human support.
Example furniture config: incompat_ticket_rate 9% of configurator sessions. After COMPAT-MAP + macros: incompat_resolve_pre_checkout 76%, postpay_cancel -41%.
How does INCOMPAT-SUP differ from CFG #481 and CFGBOT #482?
Three layers: option constraint, bot guidance, post-order correction.
Rule u2192 guide matrix
#483 INCOMPAT-FLOW: explain block, suggest valid alt
#482 CFGBOT: tier 1 bot choose price lead
#481 CFG-FLOW: edit post-order if bad combo passed
#418 VALID: custom text only
Stock variants: Shopify inventory matrix size color
Four INCOMPAT-TYPE
incompat_configurator: third-party app rule A excludes B
incompat_variant: SKU variant combo out of stock or N/A
incompat_accessory: add-on does not fit base
incompat_mto_rule: lead time option incompatible with other
Promise #483: policy INCOMPAT-SUP, matrix COMPAT-MAP, 10 typologies incompat_*, flow INCOMPAT-FLOW IC-1 to IC-8, macros INCOMPAT-*, KPI incompat_*.
Which incompat_* typologies should be mapped?
Ten incompatible option ticket typologies.
Ten incompat scenarios
incompat_why_blocked: why option is greyed out
incompat_combo_request: customer wants A + B together
incompat_alt_suggest: request for a valid substitute
incompat_postpay_cancel: order cancelled due to impossible combo
incompat_variant_oos: size or color combo unavailable
incompat_price_confusion: price changes when option is removed
incompat_lead_time: option incompatible due to MTO lead time
incompat_technical_why: workshop/material constraint
incompat_competitor_compare: another site would allow it
incompat_workaround_ask: workaround requested
Helpdesk tags
incompat, incompat_config, incompat_variant, incompat_resolved, incompat_postpay.
Intake data IC-1
sku, options_selected[], blocked_option, compat_code COMPAT-MAP, cart_state pdp|checkout|paid, alternative_option if any.
Which COMPAT-MAP matrix should be documented?
The COMPAT-MAP compatibility matrix lists forbidden pairs and alternatives.
COMPAT-MAP Columns
compat_code: COMPAT-TISSU-MOD-A, COMPAT-SIZE-FIN-PREM
option_a: velvet fabric, size XL
option_b: compact module, premium finish
rule_type: technical | stock | mto | brand
client_label_fr: configurator block message
alternative_option: authorized substitute
why_short: 1 client phrase without jargon
COMPAT-TISSU-MOD-A Example
Velvet incompatible with compact module (thickness). Alternative: linen fabric or standard module. Message: "This fabric requires a standard module."
Publication
/pages/configurator-help or PDP tooltip per option block. Link macros INCOMPAT-*.
.
How to write the INCOMPAT-SUP policy in eight rules?
Eight INCOMPAT-SUP support + product rules.
INC-01: Any explanation = COMPAT-MAP client_label, no improvisation
INC-02: Always offer alternative_option if the map provides for it
INC-03: No workshop or checkout bypass workaround
INC-04: Post-pay incompat = quick refund + INCOMPAT-POSTPAY macro
INC-05: Variant OOS ≠ technical incompat: distinct message
INC-06: Product escalation if compat_code is missing from map
INC-07: Competitor compare: factual technical, no disparagement
INC-08: Workaround ask = policy refusal + valid alt
Flow INCOMPAT-FLOW IC-1 to IC-8
Eight-step agent flow.
IC-1 Intake : options selected, blocked option, screenshot
IC-2 Lookup : COMPAT-MAP compat_code
IC-3 Classify : incompat_* typology
IC-4 Explain : INCOMPAT-WHY macro why_short
IC-5 Alternative : INCOMPAT-ALT suggest valid combo
IC-6 Post-pay : cancel line refund if paid
IC-7 Escalate : unknown combo → ops product ticket
IC-8 Close : tag incompat_resolved, log compat_code
SLA
P1 checkout block active: < 15 min. P2 post-pay cancel: refund initiated < 4 h.
INCOMPAT-* macros and safe formulations
Gorgias macros aligned with COMPAT-MAP.
Essential macros
INCOMPAT-WHY-01 : [A] incompatible [B] : [why_short]. Alternative : [alt].
INCOMPAT-ALT-01 : Valid combo: [list of options]. PDP link config reset.
INCOMPAT-VAR-01 : Size [X] + color [Y] out of stock. Alt: [variant] or notify me.
INCOMPAT-POSTPAY-01 : Order cancelled on combo item, refund in 5-10 days, valid combo suggested.
INCOMPAT-NO-WORK-01 : No workaround possible. Compliant options: [alt].
Forbidden formulations
"We can override in the workshop", "try another browser", "compatibility guaranteed" without lookup.
Pre-checkout vs post-order: two journeys
Separate pre-purchase block and post-payment.
Pre-checkout
UX: block tooltip + alt click, future bot #484
Agent: INCOMPAT-WHY + ALT, no refund
KPI: incompat_resolve_pre_checkout
Post-order
Ops: hold + INCOMPAT-POSTPAY, no manufacturing
Agent: refund + alt email combo
Link: if edit possible → #481
Which incompat_* KPIs should be tracked?
Incompatible dashboard options.
incompat_ticket_rate: tickets / configurator sessions
incompat_resolve_pre_checkout: % resolved without abandonment
incompat_postpay_cancel_rate: paid orders cancelled incompat
incompat_alt_accept_rate: % customers adopting alternative
incompat_unknown_escalation: combos missing from COMPAT-MAP
Monthly review: top compat_code → enrich COMPAT-MAP or correct configurator UX.
Agent and product sync errors
Five anti-patterns support incompatibility.
Inventing technical reason: without COMPAT-MAP
Promising workaround: INC-03 violation
Confusing breaking change and incompat: variant OOS vs rule
Blaming customer: chosen combo without explaining rule
Ignoring alt: block without proposed substitute
Combo passed checkout due to app bug: CFG-FLOW #481 + DEC #237.
How does Qstomy help with incompatibilities?
Qstomy reads COMPAT-MAP, detects combo block, proposes alternative_option before checkout, handoff post-pay, via Shopify.
Key Capabilities
Intent incompat_why_blocked: COMPAT-MAP lookup + why_short
Alt guided: reset configurator valid link
Guardrail NO-WORKAROUND: never bypass rule
Handoff postpay: order_id compat_code payload
Explore AI support and request a demo.
INCOMPAT checklist, FAQ and going further
8-Step Checklist
Audit: list top 20 incompatible configurator pairs
COMPAT-MAP v1: compat_code why alt client_label
Configurator UX: block message = client_label_fr
INCOMPAT-SUP: 8 rules + macros
Flow IC-1 to IC-8: agent training 30 min
Help page: /pages/configurator-help FAQ
Post-pay proc: hold refund SLA 4 h
KPI dashboard: monthly incompat_*
FAQ
Incompat vs out of stock?
Incompat = technical option rule. Out of stock = SKU temporarily unavailable.
Can an agent force a combo?
No, without product ops approval and COMPAT-MAP update.
Difference #482?
#482 global choice guidance. #483 block constraints and alternatives.
Going further
p: Config error (#481)
This week: publish COMPAT-MAP top 10 blocks, test INCOMPAT-WHY-01 on 3 combos, verify configurator message = client_label_fr.
Enzo
July 1, 2026
