E-commerce
July 1, 2026
"I enabled notifications but I'm not receiving anything." "Stop sending me alerts on my old phone." "What's the difference between this and your promotional emails?" Three tickets where the push channel (browser or app) confuses opt-in, OS permissions, and store preferences.
The e-commerce push notification support covers activation, deactivation, iOS/Android troubleshooting, frequency, and email confusion. Distinct from email preferences (#833) and stock alerts: here, the customer wants to control or repair the push, not a missing email.
This guide #835 deploys policy PUSHNOTIF-SUP, flows PN-1 to PN-8, and matrix PUSHNOTIF-MAP. Support pair of the future push bot (#836).
Summary
Why do push notifications generate support tickets?
Push notifications depend on three layers: browser or OS permission, store-side subscription (OneSignal, Klaviyo, Firebase, Shopify native), and message type (promo, order, stock). The agent promises "notifications disabled" without checking the active device token.
Five typical push frictions
Failed opt-in: customer believes they have enabled it, permission denied on iOS
Too many push notifications: daily promos, no preference center
Old device: zombie token on replaced phone
Push vs email: confusion with newsletters (#833)
Missing order push: app tracking enabled but flow not connected
The CNIL treats push notifications as trackers or communications depending on the purpose; marketing consent remains distinct from order-related notifications (CNIL, trackers 2026).
DTC Example
DTC Fashion, 19 pushnotif_ tickets/month. After PUSHNOTIF-MAP: pushnotif_clarity_resolution_rate 91%, reopens "still getting notifications" -38% in 6 weeks.
PUSHNOTIF #835 vs TXNPREF #833, stock, privacy #154 and bot #836
Six contents, six distinct channels or intentions.
Quick Matrix
#835 PUSHNOTIF: browser/app push, permissions, tokens
#833 TXNPREF: transactional vs marketing email preferences
Stock: restock alert for a specific product, not global push management
Privacy #154: cross-cutting GDPR support, not iOS permission troubleshooting
ACCTDEL #823: account deletion must revoke push tokens
Bot #836: opt-in and tier 1 preferences
#835 = I want to enable, disable, or fix my push notifications. #833 = I want to manage my emails.
Promise #835
Policy PUSHNOTIF-SUP, tree PUSHNOTIF-GATE, 8 macros, push types matrix, KPI pushnotif_clarity_resolution_rate.
Which pushnotif_* typologies to classify?
Action-oriented classifier: opt-out device ≠ fix iOS permission ≠ reduce promo frequency.
Eight PUSHNOTIF-MAP typologies
pushnotif_optin_help: wants to receive, does not know how to enable
pushnotif_optout_request: stop all push notifications
pushnotif_not_receiving: opt-in OK on client side, nothing received
pushnotif_too_many: excessive promo frequency
pushnotif_wrong_device: notifications on old phone
pushnotif_ios_blocked: permission denied or Focus mode active
pushnotif_android_channel: Android channel disabled
pushnotif_confused_email: confusing push and email marketing
Policy PUSHNOTIF-SUP: agent and escalation rules
The PUSHNOTIF-SUP policy sets out what the agent can do without dev access.
Six PUSHNOTIF-SUP rules
Identify device: browser, iOS app, Android app before action
Opt-out = revoke token: OneSignal/Klaviyo unsubscribe, not just email
Explain mandatory order push: shipping push can remain if contract is active
Guide OS permission: PUSHNOTIF-IOS-PERMS or ANDROID-CHANNEL macro
Never promise zero notifications: if order is in progress and transactional push is active
Document token action: device, revocation date, tool in ticket
Push type matrix (agent)
Transactional: shipping, ready for pickup, app order status
Marketing: promo, flash sales, recommendations
Hybrid: cart abandonment push depending on store consent
Flow PN-1 to PN-8: standard resolution
Eight sequential steps, SLA P3 push preferences < 8 h.
Flow PN-1 to PN-8
PN-1 Triage: read request, tag pushnotif_*, device indicated
PN-2 Lookup: OneSignal/Klaviyo subscription status, customer email
PN-3 Educate: PUSHNOTIF-CHANNEL-DIFF if confused_email
PN-4 Classify: pushnotif_* via PUSHNOTIF-MAP
PN-5 Execute: revoke token, adjust segment, permission guide
PN-6 Confirm: macro PUSHNOTIF-DONE exact scope
PN-7 Test: ask to confirm absence of promo for 48 h or receipt of test
PN-8 Close: KPI pushnotif_clarity_resolution_rate
Eight PUSHNOTIF-* macros ready to paste
Clear macros on push vs email channel and OS permissions.
PUSHNOTIF-* Library
PUSHNOTIF-CHANNEL-DIFF: "Push notifications appear on your phone. Emails arrive in your inbox. These are two distinct channels."
PUSHNOTIF-OPTIN-GUIDE: "Enable notifications: Settings > {{app_name}} > Notifications > Allow. Then reopen the app and accept the banner."
PUSHNOTIF-IOS-PERMS: "iPhone: Settings > Notifications > {{app_name}} > Allow Notifications. Also check Focus Mode."
PUSHNOTIF-ANDROID-CHANNEL: "Android: Long press a notification > Settings > enable the Promotions or Orders channel as needed."
PUSHNOTIF-MARKETING-OFF: "Promotional push disabled for your account. Ongoing order alerts remained unchanged if order is active."
PUSHNOTIF-DEVICE-REVOKE: "Old device removed from our push lists. Only {{device_current}} remains subscribed if enabled."
PUSHNOTIF-FREQUENCY: "Promo frequency reduced: max {{freq}} push / week. Transactional unchanged."
PUSHNOTIF-DONE: "Summary: marketing push {{status}}. Transactional {{txn_status}}. Contact us if promo notification persists after 48 hrs."
PUSHNOTIF-GATE tree and push tools configuration
Decision tree before "no more notifications" promise.
PUSHNOTIF-GATE
Wants to stop everything? u2192 PUSHNOTIF-MARKETING-OFF + revoke promo tokens
Receiving nothing? u2192 IOS-PERMS or ANDROID-CHANNEL then opt-in test
Old phone? u2192 DEVICE-REVOKE + multi-device lookup
Confusing with email? u2192 CHANNEL-DIFF then route #833 if needed
Push ops checklist
Separate marketing and transactional segments in OneSignal/Klaviyo. Revoke tokens upon account deletion (#823). Tag pushnotif_* on tickets for device audit.
KPI, QA and handoff to bot #836
Measuring PUSHNOTIF detects impossible promises without token revocation.
Four PUSHNOTIF KPIs
pushnotif_clarity_resolution_rate: client understands channel and scope / total
pushnotif_token_revoke_success: % opt-out with confirmed revocation
pushnotif_permission_guide_sent: % not_receiving with OS macro sent
pushnotif_repeat_7d: reopening of the same topic within 7 days
Bot handoff #836
Export PUSHNOTIF-MAP to intents bot_pushnotif_optin, bot_pushnotif_optout. Guardrail PUSHNOTIF-NO-ZERO-PROMISE-BOT: never promise no notifications if there is an active order.
Edge cases: PWA, web push, deleted account
Three cases outside the standard flow.
Browser web push
Chrome/Safari desktop: site permission, not app settings. Guide: padlock icon > Notifications > Allow or Block.
Deleted account #823
Account deletion must revoke all push tokens linked to the email. Verify OneSignal/Klaviyo sync in the ACCTDEL flow.
Multi-device family
Opt-out on one device does not cut off the tokens of other devices on the same account. List active devices before closing.
Agent training: 20 minutes PUSHNOTIF
Module: push ≠ email, OS permission before dev escalation.
Exercises
Ticket A: stop everything → MARKETING-OFF + DEVICE-REVOKE if needed
Ticket B: received nothing iOS → IOS-PERMS then OPTIN-GUIDE
Ticket C: confuses email → CHANNEL-DIFF then handoff #833
How Qstomy structures PUSHNOTIF in your stack
Qstomy route pushnotif_*, displays push subscription status and blocks zero-notification macros.
Three building blocks
Routing: push_preferences vs email_preferences intent (#833)
Guardrails: NO-ZERO-PROMISE before close
Bot #836: opt-in guide and tier-1 opt-out
FAQ and PUSHNOTIF deployment checklist
FAQ
Can we legally cut everything off?
Marketing yes via token revocation. Order push can remain if the contract is active. PUSHNOTIF-MARKETING-OFF.
Difference from #833?
#833 = emails. #835 = app or browser push notifications.
Why does the old phone still receive them?
Token not revoked. DEVICE-REVOKE + multi-device audit.
7-Day Checklist
D1: PUSHNOTIF-SUP + PUSHNOTIF-MAP + push types matrix
D2: 8 helpdesk macros
D3: marketing vs transactional segments audit OneSignal/Klaviyo
D4: 20-min agent training
D5: pushnotif_* tags + KPIs
D6: token revocation test + ACCTDEL #823 sync
D7: bot brief #836 NO-ZERO-PROMISE
Linking
Enzo
July 1, 2026
