E-commerce
July 1, 2026
"You promise results in 30 days, I don't see any, refund me." "What proof do I need to send to activate the warranty?" "The agent says it's not a breakdown so no product warranty applies." Three tickets where a poorly framed performance guarantee generates a refund dispute, chargeback, and negative public review.
The e-commerce performance guarantee support covers commercial promises, eligibility conditions, proof, and remedy refunds. Quality distinct from product warranty #62: here, it's a promise of measurable performance or satisfaction, not a material defect.
This guide #731 covers policy PERFGUAR-SUP, flow PG-1 to PG-8, and the PERFGUAR-MAP matrix. Paired with the customer service of the future bot PERFGUAR (#732).
Summary
Why do result guarantees generate tickets?
The brand promises visible results within X days, measurable satisfaction, or a refund if the goal is not met: food supplement, beauty device, fitness program, or ROI software. The customer believes they have respected the conditions but does not see the promised result. Without an SOP, the agent confuses product breakdown #62, change of mind return, or promises a refund without checking the proof_requirements map.
Five typical friction points of result guarantees
Vague promise: customer does not understand guarantee_promise_copy map
Opaque conditions: usage dosage duration not listed map
Insufficient proof: missing photos or usage log map
Premature request: claim before measurement_period map
Product warranty confusion: agent routes warranty #62 instead of perf map
The FTC reminds that performance guarantees require transparency of conditions and proof to avoid deceptive business practices (FTC, advertising guidance 2026). Without PERFGUAR-MAP, support and legal diverge on remedy.
PERFGUAR #731 vs guarantee #62, return, TBYB #629 and bot #732
Six contents, six distinct promise regimes.
Quick Matrix
#731 PERFGUAR: result promise conditions evidence remedy refund
Product warranty #62: defect breakdown compliance distinct from performance promise
Return policy: change of mind cooling-off period distinct from result guarantee
TBYB #629: trial payment auth capture distinct from measurable promise
Extended warranty: extended breakdown coverage distinct from result
#732 PERFGUARbot: bot explain conditions without overpromising tier 1
#62 = defective or non-compliant product. #731 = commercial promise result not achieved despite compliant use under map conditions.
Which perf_guar_* typologies should be classified?
Eight guaranteed result ticket scenarios.
Eight perf_guar typologies
perf_guar_how_it_works: understand map business promise
perf_guar_conditions: map usage eligibility conditions
perf_guar_timeline: measurement_period lead time before map claim
perf_guar_proof: what evidence to provide map
perf_guar_claim_submit: submit remedy claim map
perf_guar_claim_denied: claim denied why map
perf_guar_vs_warranty: breakdown vs result confusion map
perf_guar_remedy_status: what is the status of my refund replacement map
Tags: perf_guar, performance_guarantee, satisfaction_guarantee. PROMISE-CITE: guarantee_promise_copy map only.
How should the PERFGUAR-MAP matrix be structured?
The PERFGUAR-MAP matrix documents each result guarantee program for agents and future bot #732.
PERFGUAR-MAP Columns
perfguar_program_id: result guarantee program identifier map
eligible_skus: concerned SKUs performance_guarantee_flag map
guarantee_promise_copy: result promise verbatim map
eligibility_conditions: usage dosage frequency duration map
measurement_period_days: minimum delay before claim map
proof_requirements: photos usage log proof map
claim_process_steps: form portal review delay map
remedy_type: refund replacement partial credit map
exclusions_copy: excluded and non-eligible cases map
legal_disclaimer_copy: regulatory disclaimer map
customer_communication_copy: macro PDP checkout map
bot_intent_map: bot_perf_guar_* #732 mapping
Sync PDP result guarantee badge, post-purchase conditions email and helpdesk macros.
PERFGUAR-SUP policy in six rules
Six rules supporting a guaranteed result.
PERFGUAR-MAP-GROUNDED: promise conditions remedy from map only
PROMISE-CITE: guarantee_promise_copy cites map verbatim
CONDITIONS-CITE: eligibility_conditions cites if claim map
PROOF-CITE: proof_requirements cites before accepting claim map
NO-REFUND-PROMISE: no refund confirmed without claim review map
WARRANTY62-REROUTE: product defect failure → #62 product warranty distinct from promise of result
PERFGUAR flow PG-1 to PG-8
Flow agent eight steps guarantee of result.
PG-1 Intake : perf_guar_* intent + order_ref sku claim question
PG-2 PERFGUAR-MAP : promise conditions proof remedy exclusions
PG-3 Order lookup : performance_guarantee_flag purchase date verify
PG-4 Classify : how conditions timeline proof claim denied warranty
PG-5 Triage : PROMISE CONDITIONS PROOF NO-REFUND WARRANTY62
PG-6 Respond : macro PERFGUAR grounded customer_communication_copy
PG-7 Execute : ops claim review remedy refund escalate legal
PG-8 Close : tag perf_guar_resolved promise_cited claim_status Y/N
SLA : perf_guar_conditions answered with CONDITIONS-CITE eligibility_conditions in one interaction.
Essential PERFGUAR macros
Four macro agents performance guarantee.
PERFGUAR-PROMISE-01
« [sku map] programme [perfguar_program_id] : [guarantee_promise_copy map verbatim.] [legal_disclaimer_copy map.] PROMISE-CITE. »
PERFGUAR-CONDITIONS-01
« Conditions: [eligibility_conditions map.] Minimum delay of [measurement_period_days map] days before claim. [exclusions_copy map.] CONDITIONS-CITE. »
PERFGUAR-PROOF-01
« To activate the guarantee: [proof_requirements map.] Submission: [claim_process_steps map.] PROOF-CITE. NO-REFUND-PROMISE before review. »
PERFGUAR-DENIED-01
« Claim [ref]: [motif map conditions not met / delay / insufficient proof.] [If product breakdown: WARRANTY62-REROUTE #62 distinct performance promise.] »
Edge cases: regulated, TBYB, B2B, and chargebacks
Five cases outside the macro standard performance guarantee.
Health efficacy claim: #119 REG disclaimers handoff legal distinct perf claim
Try-before-you-buy: TBYB629-REROUTE #629 auth void distinct measurable promise
Change of mind return: standard return policy distinct from performance guarantee
B2B pro account: SLA contract distinct from DTC perf guarantee
Chargeback threat: accelerated claim review without refund promise NO-REFUND-PROMISE map
Performance guarantee = commercial promise remedy. Product breakdown or standard return = distinct reroute playbooks.
Essential perf_guar KPIs
Five PERFGUAR steering metrics.
perf_guar_promise_cite_rate: PROMISE-CITE / total perf_guar how conditions
perf_guar_claim_rate: claims submitted / active eligible_skus orders
perf_guar_claim_approval_rate: remedy granted / reviewed claims map
perf_guar_warranty_misroute_rate: routed #62 on perf_guar / total low target
perf_guar_chargeback_rate: chargebacks post claim denied / total claims
Target: perf_guar_promise_cite_rate above 95% and decreasing perf_guar_warranty_misroute_rate post agent training.
PERFGUAR anti-patterns
Five common mistakes regarding the commitment to results.
Promise of a refund without review: NO-REFUND-PROMISE claim_process_steps map
Invented promise: PROMISE-CITE guarantee_promise_copy map only
Ignoring evidence: PROOF-CITE proof_requirements before accept
Confusing warranty #62: WARRANTY62-REROUTE breakdown distinct from result
Claim before deadline: measurement_period_days CONDITIONS-CITE map
PERFGUAR with Qstomy
Qstomy on Shopify: detect perf_guar intent, PERFGUAR-MAP RAG grounded, promise conditions cite, handoff #732 bot tier 1.
Pipeline: #732 bot conditions explain tier 1 → #731 agents claim review remedy ops execute.
Explore AI support and request a demo.
Checklist, FAQ and going further
PERFGUAR Checklist (8 steps)
PERFGUAR-MAP v1: SKU promise conditions proof remedy exclusions
PERFGUAR-SUP Policy: 6 rules PROMISE CONDITIONS PROOF NO-REFUND
8 perf_guar_* typologies: performance_guarantee helpdesk tags
4 PERFGUAR-* macros: PROMISE CONDITIONS PROOF DENIED
PDP result guarantee badge: guarantee_promise_copy visible pre-buy
Claim portal form: claim_process_steps proof upload sync
45-minute agent training: PERFGUAR vs #62 vs return vs #629
KPI Dashboard: perf_guar_* section 9 promise_cite misroute
FAQ
Difference with product warranty #62?
#62 = defect breakdown non-conformity. #731 = promise result not achieved compliant use.
Difference with standard return?
Return = change of mind short notice. #731 = remedy if map promise conditions met.
Client asking for immediate refund?
PERFGUAR-PROOF-01 NO-REFUND-PROMISE claim_process_steps review map.
Relationship with #732 bot?
#732 = bot to explain conditions without overpromising tier 1. #731 = agents claim review remedy ops.
Going further
This week: index PERFGUAR-MAP SKU performance_guarantee_flag, sync PDP promise badge, test macro PERFGUAR-CONDITIONS-01 early claim agents.
Enzo
July 1, 2026
