{"id":31405,"date":"2026-08-21T11:09:24","date_gmt":"2026-08-21T09:09:24","guid":{"rendered":"https:\/\/botnation.ai\/after-sales-chatbot\/"},"modified":"2026-08-21T12:47:08","modified_gmt":"2026-08-21T10:47:08","slug":"after-sales-chatbot","status":"publish","type":"post","link":"https:\/\/botnation.ai\/en\/after-sales-chatbot\/","title":{"rendered":"After-sales chatbot: who should handle each request, and the 4 legal rules (2026)"},"content":{"rendered":"<p><script>(function(){var s=document.createElement(\"style\");s.appendChild(document.createTextNode(\".bn-art{ --bn-cream:#faf8f2; --bn-card:#faf6ea; --bn-sand:#ebe3cb; --bn-sand-2:#f3ecd9; --bn-sand-zebra:#f6f0df; --bn-coral:#fe716b; --bn-coral-soft:#fdeeed; --bn-coral-line:#f6c9c6; --bn-coral-txt:#bd3a34; --bn-blue:#3358f0; --bn-blue-soft:#eef1fe; --bn-blue-line:#c9d4fb; --bn-green:#427632; --bn-green-soft:#eef6ea; --bn-ink:#3d351f; --bn-text:#414b56; --bn-muted:#6d6653; --bn-border:#e6dcc2; --bn-r:16px; --bn-r-sm:11px; --bn-sp:22px; 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color:var(--bn-muted); margin:14px 0 0; font-style:italic} .bbot-kb,.bbot-fallback{display:none} .bn-shot{margin:16px 0 2px; border:1px solid var(--bn-border); border-radius:var(--bn-r-sm); background:#fff; overflow:hidden} .bn-shot-bar{display:flex; align-items:center; gap:8px; padding:9px 13px; background:var(--bn-sand-2); border-bottom:1px solid var(--bn-border)} .bn-shot-dot{width:8px;height:8px;border-radius:50%;background:var(--bn-green);flex:none} .bn-shot-bar b{color:var(--bn-ink); font-size:.9em} .bn-shot-bar span{margin-left:auto; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.06em; color:var(--bn-muted)} .bn-shot-log{padding:13px 14px; display:flex; flex-direction:column; gap:8px} .bn-shot .bn-bot-msg{max-width:86%; font-size:.9em} .bn-shot-quick{display:flex; flex-wrap:wrap; gap:6px; margin-top:2px} .bn-shot-quick span{font-size:14px; color:var(--bn-ink); background:#fff; border:1px solid var(--bn-coral-line); border-radius:999px; padding:4px 11px} .bn-exlink{margin:13px 0 0; font-weight:700; display:flex; align-items:center; gap:6px} .bn-exlink svg{width:16px;height:16px;flex:none;color:var(--bn-coral)} .bn-lb{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-lb h3{margin:.1em 0 .3em} .bn-lb>p{font-size:.95em; color:var(--bn-muted); margin:0 0 16px} .bn-lb-ctrl{display:flex; flex-wrap:wrap; gap:11px; align-items:center; margin:0 0 16px} .bn-lb-ctrl br{display:none} .bn-lb-search{flex:1; min-width:200px; font-family:inherit; font-size:16px; color:var(--bn-ink); background:#fff; border:1px solid var(--bn-border); border-radius:999px; padding:11px 18px; outline:none} .bn-lb-search:focus{border-color:var(--bn-coral)} .bn-lb-filters{display:flex; flex-wrap:wrap; gap:8px} .bn-art .bn-lb-fbtn{font-family:inherit; font-size:16px; color:var(--bn-ink); background:#fff; border:1px solid var(--bn-coral-line); border-radius:999px; padding:9px 16px; cursor:pointer; transition:.15s} .bn-art .bn-lb-fbtn:hover{background:var(--bn-coral-soft)} .bn-art .bn-lb-fbtn.on{background:var(--bn-coral); color:#fff; border-color:var(--bn-coral)} .bn-lb .bn-lb-th{cursor:pointer; user-select:none; white-space:nowrap} .bn-lb .bn-lb-th:hover{color:#fbf7ec; opacity:.85} .bn-lb-rank{font-family:var(--bn-mono); font-weight:700; color:var(--bn-coral); text-align:center} .bn-lb-score{font-family:var(--bn-mono); font-weight:700; color:var(--bn-ink); text-align:right; white-space:nowrap} .lb-empty{padding:16px; text-align:center; color:var(--bn-muted); font-size:.95em} .bn-lb-foot{font-size:16px; color:var(--bn-muted); margin:14px 0 0; font-style:italic} @media(max-width:680px){ .bn-art{font-size:17px} .bn-stats,.bn-grid,.bn-cols,.bn-ex .bn-ba,.bns-grid,.bn-roi-fields,.bn-roi-out{grid-template-columns:1fr} .bn-roi-field:last-child{grid-column:auto} .bn-toc ol{columns:1} .bn-art h2{font-size:1.5em} .bn-bot-msg{max-width:90%} } .bn-art sup,.bn-art sub{font-size:14px;line-height:0} .bn-klabel.hc{color:var(--bn-coral-txt)} .bn-cdc{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-cdc h3{margin:.1em 0 .3em} .bn-cdc>p{font-size:.95em; color:var(--bn-muted); margin:0 0 18px} .bn-cdc br{display:none} .bn-cdc p:empty{display:none; margin:0} .cdc-q{padding:15px 0; border-top:1px solid var(--bn-border)} .cdc-q:first-of-type{border-top:none; padding-top:2px} .bn-art .cdc-qt{font-weight:700; color:var(--bn-ink); margin:0 0 11px; font-size:16px; line-height:1.45} .cdc-chips{display:flex; flex-wrap:wrap; gap:8px} .cdc-chips p:not([class]){display:contents} .bn-art .cdc-chip{display:inline-flex; align-items:center; font-size:16px; line-height:1.35; color:var(--bn-ink); background:#fff; border:1px solid var(--bn-coral-line); border-radius:999px; padding:9px 16px; cursor:pointer; transition:.15s} .bn-art .cdc-chip:hover{background:var(--bn-coral-soft)} .bn-art .cdc-chip:has(input:checked){background:var(--bn-coral); color:#332c19; border-color:var(--bn-coral); font-weight:700} .cdc-chip input{position:absolute; opacity:0; width:1px; height:1px; pointer-events:none} .cdc-out{margin:22px 0 0; border-radius:var(--bn-r-sm); background:var(--bn-sand-2); border:1px solid var(--bn-sand); padding:20px 22px} .cdc-line{padding:14px 0; border-top:1px solid var(--bn-sand)} .cdc-line:first-of-type{border-top:none; padding-top:2px} .cdc-line p:not([class]){margin:0} .bn-art .cdc-line b{display:block; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.08em; color:var(--bn-coral-txt); margin-bottom:6px} .bn-art .cdc-line span{display:block; font-size:16px; line-height:1.62; color:var(--bn-text)} .bn-art .cdc-copy{margin-top:18px; display:inline-block; background:var(--bn-coral); color:#332c19; border:none; font-family:inherit; font-weight:800; font-size:16px; padding:13px 28px; border-radius:999px; cursor:pointer; box-shadow:0 6px 16px rgba(254,113,107,.28); transition:.15s} .bn-art .cdc-copy:hover{background:#ff8782} .bn-art .cdc-note{font-size:16px; color:var(--bn-muted); margin:12px 0 0; font-style:italic; min-height:1.5em} @media(max-width:680px){ .cdc-chips{flex-direction:column; align-items:stretch} .bn-art .cdc-chip{justify-content:flex-start} } .bn-niv{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-niv h3{margin:.1em 0 .3em} .bn-niv>p{font-size:.95em; color:var(--bn-muted); margin:0 0 18px} .bn-niv br{display:none} .bn-niv p:empty{display:none; margin:0} .niv-q{padding:15px 0; border-top:1px solid var(--bn-border)} .niv-q:first-of-type{border-top:none; padding-top:2px} .bn-art .niv-qt{font-weight:700; color:var(--bn-ink); margin:0 0 11px; font-size:16px; line-height:1.45} .niv-out{margin:24px 0 0; border-radius:var(--bn-r-sm); background:var(--bn-sand-2); border:1px solid var(--bn-sand); padding:20px 22px} .bn-art .niv-score{display:flex; align-items:baseline; gap:10px; margin:0 0 13px} .bn-art .niv-score b{font-family:var(--bn-mono); font-size:2.1em; line-height:1; color:var(--bn-coral-txt); font-weight:800; letter-spacing:-.02em} .bn-art .niv-score span{font-size:16px; color:var(--bn-muted)} .niv-gauge{height:10px; border-radius:999px; background:var(--bn-sand); overflow:hidden; margin:0 0 18px} .niv-gauge p:not([class]){display:contents} .niv-gauge i{display:block; height:10px; background:var(--bn-coral); border-radius:999px; width:0} .nivv{display:none; border-radius:var(--bn-r-sm); padding:17px 19px; background:#fff; border:1px solid var(--bn-border)} .nivv.on{display:block} .bn-art .nivv b{display:block; font-size:1.08em; color:var(--bn-ink); margin-bottom:5px} .bn-art .nivv p{margin:0; font-size:16px; line-height:1.62} .bn-art .niv-weak{margin:15px 0 0; font-size:16px; color:var(--bn-text)} .bn-art .niv-weak b{font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.08em; color:var(--bn-coral-txt); display:block; margin-bottom:4px} .bn-art blockquote{margin:26px 0; padding:18px 22px; background:var(--bn-card); border:1px solid var(--bn-border); border-left:4px solid var(--bn-blue); border-radius:var(--bn-r); box-shadow:var(--bn-sh-sm)} .bn-art blockquote p{margin:0; font-size:17px; line-height:1.65; color:var(--bn-text)} .bn-chk{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-chk h3{margin:.1em 0 .3em} .bn-chk>p{font-size:.95em; color:var(--bn-muted); margin:0 0 18px} .bn-chk br{display:none} .bn-chk p:empty{display:none; margin:0} .chk-doc{border-radius:var(--bn-r-sm); background:#fff; border:1px solid var(--bn-border); padding:16px 18px; margin:0 0 6px} .bn-art .chk-doc b{display:block; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.08em; color:var(--bn-coral-txt); margin-bottom:6px} .bn-art .chk-doc span{display:block; font-size:16px; line-height:1.62; color:var(--bn-text)} .chk-q{padding:15px 0; border-top:1px solid var(--bn-border)} .bn-art .chk-qt{font-weight:700; color:var(--bn-ink); margin:0 0 11px; font-size:16px; line-height:1.45} .chk-out{margin:22px 0 0; border-radius:var(--bn-r-sm); background:var(--bn-sand-2); border:1px solid var(--bn-sand); padding:20px 22px} .chk-pieces{display:grid; gap:10px; margin:0 0 16px} .chk-piece{border-radius:var(--bn-r-sm); background:#fff; border:1px solid var(--bn-border); padding:12px 14px} .chk-piece.hit{border-color:var(--bn-green); background:var(--bn-green-soft)} .bn-art .chk-piece b{display:block; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.08em; color:var(--bn-muted); margin-bottom:5px} .bn-art .chk-piece.hit b{color:var(--bn-green)} .bn-art .chk-piece span{display:block; font-size:16px; line-height:1.6; color:var(--bn-text)} .bn-art .chk-verdict{border-radius:var(--bn-r-sm); padding:14px 16px; font-size:16px; line-height:1.55; background:var(--bn-green-soft); border:1px solid #cfe6c4; color:var(--bn-text); margin:0 0 12px} .bn-art .chk-verdict.ko{background:var(--bn-coral-soft); border-color:var(--bn-coral-line)} .bn-art .chk-stats{margin:0; font-size:16px; line-height:1.6; color:var(--bn-text)} .bn-art .chk-stats b{font-family:var(--bn-mono); color:var(--bn-coral-txt); font-weight:700} .bn-dev{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-dev h3{margin:.1em 0 .3em} .bn-dev>p{font-size:.95em; color:var(--bn-muted); margin:0 0 18px} .bn-dev br{display:none} .bn-dev p:empty{display:none; margin:0} .dev-q{padding:15px 0; border-top:1px solid var(--bn-border)} .dev-q:first-of-type{border-top:none; padding-top:2px} .bn-art .dev-qt{font-weight:700; color:var(--bn-ink); margin:0 0 11px; font-size:16px; line-height:1.45} .dev-out{margin:24px 0 0; border-radius:var(--bn-r-sm); background:var(--bn-sand-2); border:1px solid var(--bn-sand); padding:20px 22px} .dev-tiles{display:grid; grid-template-columns:repeat(4,1fr); gap:14px; margin:0 0 16px} .dev-stat{background:#fff; border:1px solid var(--bn-border); border-radius:var(--bn-r-sm); padding:16px 12px; text-align:center} .bn-art .dev-stat b{display:block; font-family:var(--bn-mono); font-size:1.5em; line-height:1.12; font-weight:800; letter-spacing:-.02em; color:var(--bn-coral-txt)} .bn-art .dev-stat:nth-child(2) b{color:var(--bn-blue)} .bn-art .dev-stat:nth-child(3) b{color:var(--bn-green)} .bn-art .dev-stat:nth-child(4) b{color:var(--bn-ink)} .bn-art .dev-stat span{display:block; margin-top:7px; font-size:14px; color:var(--bn-muted); line-height:1.4} .bn-art .dev-line{margin:0 0 14px; font-size:16px; line-height:1.6; color:var(--bn-text)} .bn-art .dev-line b{font-family:var(--bn-mono); color:var(--bn-coral-txt); font-weight:700} .dvv{display:none; border-radius:var(--bn-r-sm); padding:16px 18px; background:#fff; border:1px solid var(--bn-border)} .dvv.on{display:block} .bn-art .dvv b{display:block; font-size:1.06em; color:var(--bn-ink); margin-bottom:5px} .bn-art .dvv p{margin:0; font-size:16px; line-height:1.62} @media(max-width:680px){ .dev-tiles{grid-template-columns:1fr 1fr} } .bn-fig.doc img{max-width:520px; margin:0 auto} .bn-nlu{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-nlu h3{margin:.1em 0 .3em} .bn-nlu>p{font-size:.95em; color:var(--bn-muted); margin:0 0 18px} .bn-nlu br{display:none} .bn-nlu p:empty{display:none; margin:0} .nlu-q{padding:15px 0; border-top:1px solid var(--bn-border)} .nlu-q:first-of-type{border-top:none; padding-top:2px} .bn-art .nlu-qt{font-weight:700; color:var(--bn-ink); margin:0 0 11px; font-size:16px; line-height:1.45} .bn-art .nlu-in{width:100%; font-family:inherit; font-size:16px; color:var(--bn-ink); background:#fff; border:1px solid var(--bn-border); border-radius:999px; padding:12px 18px; outline:none} .bn-art .nlu-in:focus{border-color:var(--bn-coral)} .nlu-ex{display:flex; flex-wrap:wrap; gap:8px; margin-top:12px} .nlu-ex p:not([class]){display:contents} .bn-art .nlu-exb{font-family:inherit; font-size:16px; line-height:1.35; color:var(--bn-ink); background:#fff; border:1px solid var(--bn-coral-line); border-radius:999px; padding:9px 16px; cursor:pointer; transition:.15s; text-align:left} .bn-art .nlu-exb:hover{background:var(--bn-coral-soft)} .nlu-out{margin:24px 0 0; border-radius:var(--bn-r-sm); background:var(--bn-sand-2); border:1px solid var(--bn-sand); padding:20px 22px} .bn-art .nlu-toks{margin:0 0 14px; font-size:16px; line-height:1.7; color:var(--bn-text)} .bn-art .nlu-toks b{font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.08em; color:var(--bn-coral-txt); display:block; margin-bottom:8px} .bn-art .nlu-tk{display:inline-block; font-family:var(--bn-mono); font-size:14px; background:#fff; border:1px solid var(--bn-border); border-radius:999px; padding:3px 11px; margin:0 6px 6px 0; color:var(--bn-ink)} .nlu-row{display:grid; grid-template-columns:1fr 130px 54px; gap:12px; align-items:center; padding:10px 0; border-top:1px solid var(--bn-sand)} .nlu-row:first-child{border-top:none} .bn-art .nlu-lab{font-size:16px; line-height:1.4; color:var(--bn-ink); font-weight:700} .nlu-bar{height:10px; border-radius:999px; background:var(--bn-sand); overflow:hidden} .nlu-bar i{display:block; height:10px; background:var(--bn-coral); border-radius:999px; width:0} .nlu-row.win .nlu-bar i{background:var(--bn-green)} .bn-art .nlu-sc{font-family:var(--bn-mono); font-size:16px; font-weight:700; color:var(--bn-coral-txt); text-align:right} .nlu-verdict{margin:16px 0 0; border-radius:var(--bn-r-sm); padding:16px 18px; background:#fff; border:1px solid var(--bn-border); border-left:4px solid var(--bn-green)} .nlu-verdict.ko{border-left-color:var(--bn-coral)} .bn-art .nlu-verdict b{display:block; font-size:1.06em; color:var(--bn-ink); margin-bottom:5px} .bn-art .nlu-verdict p{margin:0; font-size:16px; line-height:1.62} .bn-art .nlu-note{font-size:16px; color:var(--bn-muted); margin:14px 0 0; font-style:italic} @media(max-width:680px){ .nlu-row{grid-template-columns:minmax(0,1fr) 64px 48px; gap:9px} .bn-art .nlu-lab{font-size:16px} } @media(max-width:560px){ .nlu-row{grid-template-columns:minmax(0,1fr) auto; gap:7px 10px; padding:12px 0} .bn-art .nlu-lab{grid-column:1; grid-row:1} .bn-art .nlu-sc{grid-column:2; grid-row:1; text-align:right} .nlu-bar{grid-column:1\/3; grid-row:2} } .bn-art code{font-family:var(--bn-mono); font-size:16px; line-height:1.5; background:var(--bn-sand-2); border:1px solid var(--bn-sand); border-radius:6px; padding:1px 7px; color:var(--bn-ink); word-break:break-word} .bn-art pre{background:var(--bn-sand-2); border:1px solid var(--bn-sand); border-radius:var(--bn-r-sm); padding:16px 18px; overflow-x:auto; margin:22px 0} .bn-art pre code{background:none; border:none; padding:0; font-size:16px} .bn-hd{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-hd h3{margin:.1em 0 .3em} .bn-hd>p{font-size:.95em; color:var(--bn-muted); margin:0 0 18px} .bn-hd br{display:none} .bn-hd p:empty{display:none; margin:0} .hd-q{padding:15px 0; border-top:1px solid var(--bn-border)} .hd-q:first-of-type{border-top:none; padding-top:2px} .bn-art .hd-qt{font-weight:700; color:var(--bn-ink); margin:0 0 11px; font-size:16px; line-height:1.45} .hd-out{margin:22px 0 0; border-radius:var(--bn-r-sm); background:var(--bn-sand-2); border:1px solid var(--bn-sand); padding:20px 22px} .hd-head{display:grid; grid-template-columns:minmax(0,auto) minmax(0,1fr); gap:18px; align-items:center} .hd-n{font-family:var(--bn-mono); font-weight:800; line-height:1; color:var(--bn-ink); white-space:nowrap} .bn-art .hd-n span{font-size:34px} .bn-art .hd-n i{font-style:normal; font-size:16px; color:var(--bn-muted); font-weight:600} .hd-track{position:relative; height:14px; border-radius:999px; background:#fff; border:1px solid var(--bn-sand); overflow:hidden} .hd-fill{position:absolute; left:0; top:0; bottom:0; width:0; background:var(--bn-coral); transition:width .18s} .hd-parts{display:grid; grid-template-columns:repeat(4,minmax(0,1fr)); gap:10px; margin-top:16px} .hd-part{background:#fff; border:1px solid var(--bn-sand); border-radius:var(--bn-r-sm); padding:11px 8px; text-align:center} .bn-art .hd-part span{display:block; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.05em; color:var(--bn-muted); line-height:1.3} .bn-art .hd-part b{display:block; font-family:var(--bn-mono); font-size:20px; font-weight:800; color:var(--bn-coral-txt); margin-top:4px} .hdv{display:none; margin-top:18px; border-radius:var(--bn-r-sm); background:#fff; border:1px solid var(--bn-sand); padding:17px 19px} .hdv-1{display:block; border-left:4px solid var(--bn-green)} .hdv-2{border-left:4px solid var(--bn-blue)} .hdv-3{border-left:4px solid var(--bn-coral)} .hdv-4{border-left:4px solid var(--bn-ink)} .bn-art .hdv b{display:block; font-size:18px; line-height:1.4; color:var(--bn-ink); margin-bottom:7px} .bn-art .hdv p{margin:0; font-size:16px; line-height:1.62; color:var(--bn-text)} .bn-art .hd-note{font-size:16px; color:var(--bn-muted); margin:14px 0 0; font-style:italic; line-height:1.55} @media(max-width:680px){ .bn-hd{padding:20px 17px} .hd-out{padding:17px 15px} .hd-head{grid-template-columns:minmax(0,1fr); gap:12px} .hd-parts{grid-template-columns:repeat(2,minmax(0,1fr))} } .bn-tri{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-tri h3{margin:.1em 0 .3em} .bn-tri>p{font-size:.95em; color:var(--bn-muted); margin:0 0 18px} .bn-tri br{display:none} .bn-tri p:empty{display:none; margin:0} .tri-q{padding:15px 0; border-top:1px solid var(--bn-border)} .tri-q:first-of-type{border-top:none; padding-top:2px} .bn-art .tri-qt{font-weight:700; color:var(--bn-ink); margin:0 0 11px; font-size:16px; line-height:1.45} .tri-out{margin:22px 0 0; border-radius:var(--bn-r-sm); background:var(--bn-sand-2); border:1px solid var(--bn-sand); padding:20px 22px} .triv{display:none; border-radius:var(--bn-r-sm); background:#fff; border:1px solid var(--bn-sand); padding:17px 19px} .triv-1{border-left:4px solid var(--bn-ink)} .triv-2{border-left:4px solid var(--bn-coral)} .triv-3{border-left:4px solid var(--bn-blue)} .triv-4{border-left:4px solid var(--bn-muted)} .triv-5{display:block; border-left:4px solid var(--bn-green)} .bn-art .triv em{display:block; font-style:normal; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.06em; color:var(--bn-coral-txt); margin-bottom:7px; line-height:1.4} .bn-art .triv b{display:block; font-size:18px; line-height:1.4; color:var(--bn-ink); margin-bottom:8px} .bn-art .triv p{margin:0 0 .7em; font-size:16px; line-height:1.62; color:var(--bn-text)} .bn-art .triv p:last-child{margin-bottom:0} .tri-lines{display:grid; grid-template-columns:repeat(2,minmax(0,1fr)); gap:12px; margin-top:16px} .tri-line{background:#fff; border:1px solid var(--bn-sand); border-radius:var(--bn-r-sm); padding:13px 15px} .bn-art .tri-line span{display:block; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.05em; color:var(--bn-muted); line-height:1.3; margin-bottom:6px} .bn-art .tri-line b{display:block; font-size:16px; line-height:1.55; color:var(--bn-ink); font-weight:600} .bn-art .tri-note{font-size:16px; color:var(--bn-muted); margin:14px 0 0; font-style:italic; line-height:1.55} .bn-tri .bn-tablewrap{margin-top:22px} .bn-art .tri-load{font-family:var(--bn-mono); font-size:16px; line-height:1.2; color:var(--bn-ink); background:#fff; border:1px solid var(--bn-coral-line); border-radius:999px; padding:8px 15px; cursor:pointer; white-space:nowrap; transition:.15s} .bn-art .tri-load:hover{background:var(--bn-coral-soft)} @media(max-width:680px){ .bn-tri{padding:20px 17px} .tri-out{padding:17px 15px} .tri-lines{grid-template-columns:minmax(0,1fr)} } .bn-art .bn-steps ol{list-style:none;padding:0;margin:0} .bn-art .bn-tip,.bn-art .bn-warn,.bn-art .bn-info{background:var(--bn-card);border:1px solid var(--bn-border);border-radius:var(--bn-r);padding:18px 20px;margin:24px 0;box-shadow:var(--bn-sh-sm)} .bn-art .bn-tip{border-left:4px solid var(--bn-green)} .bn-art .bn-warn{border-left:4px solid var(--bn-coral)} .bn-art .bn-info{border-left:4px solid var(--bn-blue)} .bn-art .bn-tip .bn-klabel,.bn-art .bn-warn .bn-klabel,.bn-art .bn-info .bn-klabel{margin-bottom:6px} .bn-art .bn-tip p,.bn-art .bn-warn p,.bn-art .bn-info p{margin:0} .bn-art .bn-tri table{table-layout:fixed;min-width:640px} .bn-art .bn-tri th:nth-child(1),.bn-art .bn-tri td:nth-child(1){width:22%} .bn-art .bn-tri th:nth-child(2),.bn-art .bn-tri td:nth-child(2){width:14%} .bn-art .bn-tri th:nth-child(3),.bn-art .bn-tri td:nth-child(3){width:14%} .bn-art .bn-tri th:nth-child(4),.bn-art .bn-tri td:nth-child(4){width:13%} .bn-art .bn-tri th:nth-child(5),.bn-art .bn-tri td:nth-child(5){width:22%} .bn-art .bn-tri th:nth-child(6),.bn-art .bn-tri td:nth-child(6){width:15%} .bn-art .bn-tri thead th,.bn-art .bn-tri tbody td{padding:11px 8px} .bn-art .tri-load{padding:4px 10px} .bn-art .bn-cta-in{text-align:center;margin:26px 0} .bn-lng{background:var(--bn-card); border:1px solid var(--bn-border); border-radius:var(--bn-r); padding:24px 26px; margin:28px 0; box-shadow:var(--bn-sh)} .bn-lng h3{margin:.1em 0 .3em} .bn-lng>p{font-size:.95em; color:var(--bn-muted); margin:0 0 18px} .bn-lng br{display:none} .bn-lng p:empty{display:none; margin:0} .lng-q{padding:15px 0; border-top:1px solid var(--bn-border)} .lng-q:first-of-type{border-top:none; padding-top:2px} .bn-art .lng-qt{font-weight:700; color:var(--bn-ink); margin:0 0 11px; font-size:16px; line-height:1.45} .lng-out{margin:22px 0 0; border-radius:var(--bn-r-sm); background:var(--bn-sand-2); border:1px solid var(--bn-sand); padding:20px 22px} .lng-lines{display:grid; grid-template-columns:repeat(2,minmax(0,1fr)); gap:12px} .lng-line{background:#fff; border:1px solid var(--bn-sand); border-radius:var(--bn-r-sm); padding:13px 15px} .bn-art .lng-line b{display:block; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.05em; color:var(--bn-muted); line-height:1.3; margin-bottom:6px} .bn-art .lng-line span{display:block; font-size:16px; line-height:1.55; color:var(--bn-ink); font-weight:600} .lngv{display:none; margin-top:16px; border-radius:var(--bn-r-sm); background:#fff; border:1px solid var(--bn-sand); padding:17px 19px} .lngv-1{display:block; border-left:4px solid var(--bn-blue)} .lngv-2{border-left:4px solid var(--bn-coral)} .lngv-3{border-left:4px solid var(--bn-green)} .lngv-4{border-left:4px solid var(--bn-ink)} .bn-art .lngv em{display:block; font-style:normal; font-family:var(--bn-mono); font-size:14px; text-transform:uppercase; letter-spacing:.06em; color:var(--bn-coral-txt); margin-bottom:7px; line-height:1.4} .bn-art .lngv b{display:block; font-size:18px; line-height:1.4; color:var(--bn-ink); margin-bottom:8px} .bn-art .lngv p{margin:0 0 .7em; font-size:16px; line-height:1.62; color:var(--bn-text)} .bn-art .lngv p:last-child{margin-bottom:0} .bn-art .lng-note{font-size:16px; color:var(--bn-muted); margin:14px 0 0; font-style:italic; line-height:1.55} .bn-lng .bn-tablewrap{margin-top:22px} .bn-art .bn-lng table{table-layout:fixed; min-width:620px} .bn-art .bn-lng th:nth-child(1),.bn-art .bn-lng td:nth-child(1){width:26%} .bn-art .bn-lng th:nth-child(2),.bn-art .bn-lng td:nth-child(2){width:28%} .bn-art .bn-lng th:nth-child(3),.bn-art .bn-lng td:nth-child(3){width:32%} .bn-art .bn-lng th:nth-child(4),.bn-art .bn-lng td:nth-child(4){width:14%} .bn-art .bn-lng thead th,.bn-art .bn-lng tbody td{padding:11px 10px} @media(max-width:680px){ .bn-lng{padding:20px 17px} .lng-out{padding:17px 15px} .lng-lines{grid-template-columns:minmax(0,1fr)} } .bn-gem{background:var(--bn-card);border:1px solid var(--bn-border);border-radius:var(--bn-r);padding:24px 26px;margin:28px 0;box-shadow:var(--bn-sh)} .bn-gem h3{margin:.1em 0 .3em} .bn-gem>p{font-size:16px;color:var(--bn-muted);margin:0 0 18px} .bn-gem br{display:none} .bn-gem p:empty{display:none;margin:0} .gem-q{padding:15px 0;border-top:1px solid var(--bn-border)} .gem-q:first-of-type{border-top:none;padding-top:2px} .bn-art .gem-qt{font-weight:700;color:var(--bn-ink);margin:0 0 11px;font-size:16px;line-height:1.45} .gem-out{margin:22px 0 0;border-radius:var(--bn-r-sm);background:var(--bn-sand-2);border:1px solid var(--bn-sand);padding:20px 22px} .giv{display:none;border-radius:var(--bn-r-sm);background:#fff;border:1px solid var(--bn-sand);padding:17px 19px;border-left:4px solid var(--bn-coral)} .giv.on{display:block} .giv0{border-left-color:var(--bn-green)} .giv4{border-left-color:var(--bn-blue)} .bn-art .giv em{display:block;font-style:normal;font-family:var(--bn-mono);font-size:14px;text-transform:uppercase;letter-spacing:.06em;color:var(--bn-coral-txt);margin-bottom:7px;line-height:1.4} .bn-art .giv b{display:block;font-size:18px;line-height:1.4;color:var(--bn-ink);margin-bottom:8px} .bn-art .giv p{margin:0;font-size:16px;line-height:1.62;color:var(--bn-text)} .bn-gem .bn-tablewrap{margin-top:22px} @media(max-width:680px){.bn-gem{padding:20px 17px}.gem-out{padding:17px 15px}} .bn-sav{background:var(--bn-card);border:1px solid var(--bn-border);border-radius:var(--bn-r);padding:24px 26px;margin:28px 0;box-shadow:var(--bn-sh)} .bn-sav h3{margin:.1em 0 .3em} .bn-sav>p{font-size:16px;color:var(--bn-muted);margin:0 0 18px} .bn-sav br{display:none} .bn-sav p:empty{display:none;margin:0} .sav-q{padding:15px 0;border-top:1px solid var(--bn-border)} .sav-q:first-of-type{border-top:none;padding-top:2px} .bn-art .sav-qt{font-weight:700;color:var(--bn-ink);margin:0 0 11px;font-size:16px;line-height:1.45} .sav-out{margin:22px 0 0;border-radius:var(--bn-r-sm);background:var(--bn-sand-2);border:1px solid var(--bn-sand);padding:20px 22px} .savv{display:none;border-radius:var(--bn-r-sm);background:#fff;border:1px solid var(--bn-sand);padding:17px 19px} .savv.on{display:block} .savv-1{border-left:4px solid var(--bn-green)} .savv-2{border-left:4px solid var(--bn-blue)} .savv-3{border-left:4px solid var(--bn-coral)} .savv-4{border-left:4px solid var(--bn-ink)} .bn-art .savv em{display:block;font-style:normal;font-family:var(--bn-mono);font-size:14px;text-transform:uppercase;letter-spacing:.06em;color:var(--bn-coral-txt);margin-bottom:7px;line-height:1.4} .bn-art .savv b{display:block;font-size:18px;line-height:1.4;color:var(--bn-ink);margin-bottom:8px} .bn-art .savv p{margin:0 0 .7em;font-size:16px;line-height:1.62;color:var(--bn-text)} .bn-art .savv p:last-child{margin-bottom:0} .sav-note{font-size:16px;color:var(--bn-muted);margin:14px 0 0;font-style:italic;line-height:1.55} .bn-sav .bn-tablewrap{margin-top:22px} @media(max-width:680px){.bn-sav{padding:20px 17px}.sav-out{padding:17px 15px}} .bn-art .bn-cta a{color:#fbf7ec;text-decoration:underline;text-underline-offset:2px} .bn-art .bn-cta a:hover{color:#fff}\"));document.head.appendChild(s)})()<\/script><\/p>\n<div class=\"bn-art\">\n<p><span class=\"bn-klabel\"><svg viewbox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M21 15a2 2 0 0 1-2 2H7l-4 4V5a2 2 0 0 1 2-2h14a2 2 0 0 1 2 2z\"><\/path><\/svg>Practical guide<\/span><\/p>\n<div class=\"bn-tldr\">\n<p><b>In short.<\/b> An after-sales chatbot does not replace your customer service team: it absorbs repetitive requests (order tracking, simple returns, product questions) and prepares the cases your agents validate. Four legal rules under French and EU law frame what the bot can do on its own: the 14-day withdrawal period, the refund within 14 days, the 2-year legal conformity warranty and the duty to disclose that the customer is talking to an AI (Regulation (EU) 2024\/1689). The router below tells you, request by request, who should handle it: the chatbot, the chatbot then an agent, or an agent alone.<\/p>\n<\/div>\n<div class=\"bn-call bn-info\">\n<svg viewbox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><circle cx=\"12\" cy=\"12\" r=\"10\"><\/circle><path d=\"M12 16v-4M12 8h.01\"><\/path><\/svg>\n<div><span class=\"bn-klabel\">Scope<\/span>\n<p>The legal rules in this guide are <b>French law<\/b> (French Consumer Code) and <b>EU law<\/b> (Directive 2011\/83\/EU on consumer rights, Regulation (EU) 2024\/1689 on artificial intelligence). They apply to sales made in France and, where stated, across the EU. In the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 grant a 14-day cancellation right and the Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described; other countries (United States, Canada) have their own rules. Check the law that applies to your customers before automating consumer-facing answers.<\/p>\n<\/div>\n<\/div>\n<p>After-sales service is the most emotional touchpoint of your brand. A customer writing to support is not browsing your catalogue: they want an answer, a repair or a refund, and they want it fast. An after-sales chatbot gives the immediate answer for simple cases, and prepares the ground properly for the cases that need a human: that is the division of work this guide details.<\/p>\n<p>This guide gives you the method to decide what your after-sales chatbot can handle alone, what must go to an agent, and the legal rules most competing guides ignore. An interactive tool applies the method to your real cases, and everything is illustrated with examples of actual requests.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_86 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #3d351f;color:#3d351f\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #3d351f;color:#3d351f\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#What_an_after-sales_chatbot_can_handle_alone\" >What an after-sales chatbot can handle alone<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#The_router_who_should_handle_this_request\" >The router: who should handle this request?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#After-sales_request_router\" >After-sales request router<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#The_4_legal_rules_most_guides_ignore\" >The 4 legal rules most guides ignore<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#1_The_14-day_withdrawal_period\" >1. The 14-day withdrawal period<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#2_The_refund_within_14_days\" >2. The refund within 14 days<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#3_The_2-year_legal_conformity_warranty\" >3. The 2-year legal conformity warranty<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#4_The_duty_to_say_that_you_are_talking_to_an_AI\" >4. The duty to say that you are talking to an AI<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#What_must_stay_human_and_why\" >What must stay human, and why<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#How_to_set_up_an_after-sales_chatbot_in_4_steps\" >How to set up an after-sales chatbot in 4 steps<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#How_much_does_an_after-sales_chatbot_cost\" >How much does an after-sales chatbot cost?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#Frequently_asked_questions\" >Frequently asked questions<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/botnation.ai\/en\/after-sales-chatbot\/#Ready_to_automate_your_after-sales_service\" >Ready to automate your after-sales service?<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2 id=\"ce-quun-chatbot-sav-peut-traiter-seul\"><span class=\"ez-toc-section\" id=\"What_an_after-sales_chatbot_can_handle_alone\"><\/span>What an after-sales chatbot can handle alone<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The basic principle is simple: <b>the more repetitive a request, the more it belongs in the chatbot<\/b>. Absorbing recurring requests depends on one condition: the bot must be connected to your real data (orders, carriers, knowledge base), like the <a href=\"https:\/\/botnation.ai\/en\/products\/client-support\/\">customer support<\/a> module of Botnation. Here are the requests the chatbot can close on its own, without any human intervention:<\/p>\n<ul>\n<li><b>Order and delivery tracking<\/b>: \u201cWhere is my parcel?\u201d, \u201cWhen will I be delivered?\u201d. The bot reads the status in your system and answers with the carrier tracking link.<\/li>\n<li><b>Product questions and documentation<\/b>: compatibility, dimensions, user manual, commercial warranty. Anything that lives in your FAQ or your technical sheets.<\/li>\n<li><b>After-sales appointment requests<\/b>: booking a workshop or repair appointment, with automatic reminder, without going through an agent.<\/li>\n<li><b>Simple return requests<\/b>: the bot collects the order number, the reason and the product condition, then sends the automatically generated return label.<\/li>\n<li><b>Questions about delays<\/b>: return processing time, refund time, repair time. Up-to-date answers, 24\/7.<\/li>\n<\/ul>\n<p>The useful reflex: for each request type, write down the number of tickets received over 30 days and the average handling time. Frequent requests that take long to process are the first candidates for automation.<\/p>\n<figure class=\"bn-fig\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2026\/08\/chatbot-sav-body1.jpg\" alt=\"Hands preparing an after-sales return parcel with a blank label and a tablet showing empty chat bubbles\" loading=\"lazy\"><figcaption>An after-sales return prepared by a chatbot: the bot collects the information, the label is sent automatically.<\/figcaption><\/figure>\n\n<div class=\"bn-call bn-info\">\n<svg viewbox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><circle cx=\"12\" cy=\"12\" r=\"10\"><\/circle><path d=\"M12 16v-4M12 8h.01\"><\/path><\/svg>\n<div><span class=\"bn-klabel\">Good to know<\/span>\n<p>The after-sales chatbot answers on weekends, at night and during peaks. That is the first measurable benefit: the Monday morning queue is gone, and your agents no longer spend their first hour answering requests the bot could have closed.<\/p>\n<\/div>\n<\/div>\n<h2 id=\"repartiteur-demandes-sav\"><span class=\"ez-toc-section\" id=\"The_router_who_should_handle_this_request\"><\/span>The router: who should handle this request?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This router applies the method of the guide. Choose the customer request type, then their situation, and the tool tells you who should handle it: the chatbot alone, the chatbot then an agent, an agent alone, or a case where a legal rule applies (detailed in the next section).<\/p>\n<div class=\"bn-sav\" id=\"savw\">\n<h3><span class=\"ez-toc-section\" id=\"After-sales_request_router\"><\/span>After-sales request router<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Two clicks are enough: the request type, then the customer situation.<\/p>\n<div class=\"sav-q\">\n<p class=\"sav-qt\">What is the customer request?<\/p>\n<div class=\"cdc-chips\">\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savt\" value=\"suivi\" data-a=\"1\" data-b=\"1\" data-c=\"1\" checked>Order or delivery tracking<\/label><br>\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savt\" value=\"retour\" data-a=\"4\" data-b=\"2\" data-c=\"2\">Return or exchange<\/label><br>\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savt\" value=\"remb\" data-a=\"4\" data-b=\"3\" data-c=\"3\">Refund<\/label><br>\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savt\" value=\"panne\" data-a=\"4\" data-b=\"2\" data-c=\"3\">Fault or defective product<\/label><br>\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savt\" value=\"recla\" data-a=\"3\" data-b=\"3\" data-c=\"3\">Complaint or dispute<\/label><br>\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savt\" value=\"info\" data-a=\"1\" data-b=\"1\" data-c=\"1\">Product question or documentation<\/label>\n<\/div>\n<\/div>\n<div class=\"sav-q\">\n<p class=\"sav-qt\">What is the customer situation?<\/p>\n<div class=\"cdc-chips\">\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savs\" value=\"a\" data-s=\"a\" checked>Product received less than 14 days ago<\/label><br>\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savs\" value=\"b\" data-s=\"b\">Product under legal warranty (less than 2 years)<\/label><br>\n<label class=\"cdc-chip\"><input type=\"radio\" name=\"savs\" value=\"c\" data-s=\"c\">Other situation<\/label>\n<\/div>\n<\/div>\n<div class=\"sav-out\">\n<div class=\"savv savv-1 on\">\n<em>Verdict<\/em><br>\n<b>The chatbot can handle it alone<\/b>\n<p>This request does not need a human. The bot answers immediately with the status, the tracking link or the product sheet, from your real-time data. If the customer needs a detail the bot does not know, it switches to the after-sales contact form without losing their history.<\/p>\n<\/div>\n<div class=\"savv savv-2\">\n<em>Verdict<\/em><br>\n<b>The chatbot prepares, an agent validates<\/b>\n<p>The bot collects the useful information (order number, reason, product photos, return or exchange preference) and creates the case file. An agent then validates the decision: return label, opening of a warranty case, exchange voucher. The customer is 90% done before even talking to a human.<\/p>\n<\/div>\n<div class=\"savv savv-3\">\n<em>Verdict<\/em><br>\n<b>A human agent is mandatory<\/b>\n<p>Complaint, dispute or out-of-warranty case: the decision has commercial or legal consequences, it must be made by a human. The chatbot gathers the context, the history and the attachments, then escalates to the right agent with an already structured file. Never let the bot decide alone on this type of request.<\/p>\n<\/div>\n<div class=\"savv savv-4\">\n<em>Verdict<\/em><br>\n<b>Legal rule to respect<\/b>\n<p>A consumer right applies in this case. The chatbot must inform the customer of their right (14-day withdrawal from receipt of the goods, refund within 14 days, 2-year legal conformity warranty, disclosure that they are talking to an AI) and never block or discourage them from exercising it. It can handle the request, but the answer must mention the applicable right, as detailed below.<\/p>\n<\/div>\n<\/div>\n<div class=\"bn-tablewrap\">\n<table>\n<thead>\n<tr>\n<th>Request<\/th>\n<th>Recommended handling<\/th>\n<th>Specific rule<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Order or delivery tracking<\/td>\n<td>Chatbot alone<\/td>\n<td>None specific (general pre-contractual information duties apply)<\/td>\n<\/tr>\n<tr>\n<td>Product question or documentation<\/td>\n<td>Chatbot alone<\/td>\n<td>None specific (general pre-contractual information duties apply)<\/td>\n<\/tr>\n<tr>\n<td>Return or exchange<\/td>\n<td>Chatbot then agent<\/td>\n<td>Withdrawal: 14 days (art. L221-18 of the French Consumer Code)<\/td>\n<\/tr>\n<tr>\n<td>Refund<\/td>\n<td>Chatbot then agent, or agent alone<\/td>\n<td>Refund within 14 days, deferrable until the goods are recovered or proof of dispatch (art. L221-24)<\/td>\n<\/tr>\n<tr>\n<td>Fault or defective product<\/td>\n<td>Chatbot then agent (under warranty)<\/td>\n<td>Legal conformity warranty: 2 years (art. L217-3)<\/td>\n<\/tr>\n<tr>\n<td>Complaint or dispute<\/td>\n<td>Agent alone<\/td>\n<td>Free consumer mediation (art. L612-1)<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p class=\"sav-note\">Sources: French Consumer Code (articles L. 221-18, L. 221-24, L. 217-3, L. 217-7, L. 612-1), Regulation (EU) 2024\/1689 (art. 50), Service-Public.fr fact sheets consulted on 21 August 2026. French law applies to sales made in France; in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (14-day cancellation) and the Consumer Rights Act 2015 (satisfactory quality, fit for purpose, as described) apply, and in the EU, Directive 2011\/83\/EU.<\/p>\n<\/div>\n<h2 id=\"trois-regles-legales\"><span class=\"ez-toc-section\" id=\"The_4_legal_rules_most_guides_ignore\"><\/span>The 4 legal rules most guides ignore<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Most pages ranking for \u201cafter-sales chatbot\u201d talk about absorption rates, channels and costs. None of them mentions the legal framework, even though it is what defines what a bot can or cannot do. Four rules are enough to secure your setup.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_The_14-day_withdrawal_period\"><\/span>1. The 14-day withdrawal period<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>For an online purchase in France, the consumer has <b>14 calendar days<\/b> to withdraw, without having to justify it (art. L221-18 of the French Consumer Code). The period starts from the receipt of the goods. Your chatbot must never suggest that this right has expired or is limited: if it handles a return request within this period, it must remind the customer of the withdrawal right and make it easy to exercise.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_The_refund_within_14_days\"><\/span>2. The refund within 14 days<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>When the customer exercises their withdrawal right, you must refund them <b>the total amount paid, no later than 14 days after the notice<\/b> of their decision (art. L221-24 of the French Consumer Code), using the same payment method. The same article provides an option: unless you offer to collect the goods yourself, you may <b>defer the refund until you receive the goods back or until the customer provides proof of dispatch<\/b>. A chatbot announcing \u201c14 days, no matter what\u201d therefore commits beyond the law: the right automated wording is \u201crefund within 14 days after we receive your return\u201d or after proof of dispatch.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_The_2-year_legal_conformity_warranty\"><\/span>3. The 2-year legal conformity warranty<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The seller is liable for conformity defects that appear <b>within 2 years of delivery<\/b> of the goods (art. L217-3 of the French Consumer Code). Article L217-7 sets the presumption of prior existence: for 24 months (12 months for second-hand goods), a defect that appears is presumed to have existed <b>at the time of delivery<\/b>, unless the seller proves otherwise. Your chatbot therefore cannot answer \u201cout of warranty\u201d for a product less than 2 years old, nor send the customer to a paid after-sales service without checking the purchase date.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_The_duty_to_say_that_you_are_talking_to_an_AI\"><\/span>4. The duty to say that you are talking to an AI<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Since 2 August 2026, Regulation (EU) 2024\/1689 (the AI Act) requires that people who interact with an AI system <b>are informed that they are talking to an AI<\/b>, unless this is obvious from the circumstances and context of use (art. 50(1)). An after-sales chatbot must therefore introduce itself as an automated assistant, for example at the start of the conversation. Non-compliance can lead to administrative penalties.<\/p>\n<div class=\"bn-call bn-warn\">\n<svg viewbox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M10.29 3.86L1.82 18a2 2 0 0 0 1.71 3h16.94a2 2 0 0 0 1.71-3L13.71 3.86a2 2 0 0 0-3.42 0z\"><\/path><path d=\"M12 9v4M12 17h.01\"><\/path><\/svg>\n<div><span class=\"bn-klabel\">Warning<\/span>\n<p>An unresolved complaint opens the right to <b>free consumer mediation<\/b> (art. L612-1 of the French Consumer Code), then to legal action. A chatbot that refuses a refund, denies the legal warranty or makes human contact impossible turns a simple commercial dispute into a legal risk. Always keep a clear path to a human.<\/p>\n<\/div>\n<\/div>\n<h2 id=\"ce-qui-reste-humain\"><span class=\"ez-toc-section\" id=\"What_must_stay_human_and_why\"><\/span>What must stay human, and why<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The classic mistake is trying to automate everything. Three families of requests must remain in human hands:<\/p>\n<ul>\n<li><b>Complaints and disputes<\/b>: an unhappy customer needs to be heard, and the decision commits your company. The chatbot prepares the case, the agent decides.<\/li>\n<li><b>Out-of-warranty cases with commercial stakes<\/b>: refusing a claim, offering a goodwill gesture, negotiating a credit note. That is relationship, not information.<\/li>\n<li><b>Sensitive or ambiguous requests<\/b>: a contested refund request, a damaged product with an unclear origin, a complaint involving significant amounts. Escalation must be the rule, not the exception, as for a <a href=\"https:\/\/botnation.ai\/en\/call-center-chatbot\/\">call center chatbot<\/a>.<\/li>\n<\/ul>\n<p>The right architecture is a <b>two-step journey<\/b>, which we also describe for the <a href=\"https:\/\/botnation.ai\/en\/helpdesk-chatbot\/\">helpdesk chatbot<\/a>: the chatbot qualifies and prepares (order number, reason, photos, preferences), then hands a complete file to the agent with all the conversation context. The agent does not start from scratch, and the customer never repeats their story.<\/p>\n<h2 id=\"mettre-en-place-chatbot-sav\"><span class=\"ez-toc-section\" id=\"How_to_set_up_an_after-sales_chatbot_in_4_steps\"><\/span>How to set up an after-sales chatbot in 4 steps<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ol class=\"bn-steps\">\n<li><b>Map your requests, as detailed in our guide to the <a href=\"https:\/\/botnation.ai\/en\/employee-support-chatbot\/\">employee support chatbot<\/a>.<\/b> Export 90 days of after-sales tickets, sort them by type (tracking, return, refund, fault, complaint, question) and note the volume and handling time of each. This list feeds your internal router.<\/li>\n<li><b>Connect the chatbot to your data.<\/b> The bot only answers well if it reads your real information: order status, carrier, knowledge base, warranty grid. Without up-to-date data, it invents answers or sends users to a generic page.<\/li>\n<li><b>Write the answers to the 10 most frequent requests.<\/b> Each answer must give the useful information and an action (tracking link, return label, contact form). Add the legal mentions: withdrawal period, refund period, 2-year warranty.<\/li>\n<li><b>Define the escalation rules.<\/b> For each request type, decide who handles it (chatbot alone, chatbot then agent, agent alone) and when to switch: detected keyword, expressed dissatisfaction, second question without an answer.<\/li>\n<\/ol>\n<h2 id=\"combien-ca-coute\"><span class=\"ez-toc-section\" id=\"How_much_does_an_after-sales_chatbot_cost\"><\/span>How much does an after-sales chatbot cost?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The cost depends on the chosen route: a no-code platform your team configures itself, or custom creation by experts. To give you a reference point, the <a href=\"https:\/\/botnation.ai\/en\/pricing\/\">public Botnation pricing<\/a> (checked on 21 August 2026) starts at <b>0 EUR\/month excl. VAT<\/b> for the FOR FREE plan (500 users, chatbot on one channel), goes to <b>39 EUR\/month excl. VAT<\/b> on BASIC and <b>59 EUR\/month excl. VAT<\/b> on PRO (monthly billing, prices billed in euros; VAT applies if your legal entity is located in the European Economic Area), with 500 and 1,000 free AI credits at signup respectively, once only. For reference, at the ECB reference rate of 20 August 2026, 39 EUR correspond to about 46 USD or 33 GBP, and 59 EUR to about 69 USD or 51 GBP. The ENTREPRISE offer is custom and includes chatbot creation services by the platform experts: ask for a quote through the dedicated form.<\/p>\n<p>On top of that price, add the internal costs: your team\u2019s time to feed the knowledge base and review conversations. Count a few days of configuration for a standard after-sales setup, not months. The return on investment is measured on the requests absorbed: every ticket closed by the bot is a ticket your agents did not have to handle.<\/p>\n<h2 id=\"faq\"><span class=\"ez-toc-section\" id=\"Frequently_asked_questions\"><\/span>Frequently asked questions<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<details class=\"bn-faq\">\n<summary>What is an after-sales chatbot?<\/summary>\n<div class=\"bn-faq-b\">\n<p>An after-sales chatbot is a program that talks with your customers about after-sales topics: order tracking, returns, refunds, faults, warranties. It answers simple requests on its own and prepares complex cases before handing them to a human agent.<\/p>\n<\/div>\n<\/details>\n<details class=\"bn-faq\">\n<summary>Can a chatbot replace after-sales service?<\/summary>\n<div class=\"bn-faq-b\">\n<p>No, and that is not the goal. The chatbot absorbs repetitive requests and prepares complex cases, but complaints, disputes and commercial decisions stay with agents. The right objective is to free up time for humans, not to remove them.<\/p>\n<\/div>\n<\/details>\n<details class=\"bn-faq\">\n<summary>Which after-sales requests should you automate first?<\/summary>\n<div class=\"bn-faq-b\">\n<p>Start with order tracking and product questions: they are the most frequent requests, the easiest to connect to existing data and the ones that involve no decision. Then move on to simple returns and appointment requests.<\/p>\n<\/div>\n<\/details>\n<details class=\"bn-faq\">\n<summary>Does the chatbot have to mention the customer\u2019s legal rights?<\/summary>\n<div class=\"bn-faq-b\">\n<p>Yes, as soon as a request touches withdrawal, refund or warranty. The French Consumer Code sets precise deadlines (14-day withdrawal, refund within 14 days, 2-year warranty): the bot must respect and remind them, never circumvent them. Since 2 August 2026, it must also disclose that the customer is talking to an automated assistant (Regulation (EU) 2024\/1689, art. 50).<\/p>\n<\/div>\n<\/details>\n<details class=\"bn-faq\">\n<summary>Is the after-sales chatbot compatible with existing tools?<\/summary>\n<div class=\"bn-faq-b\">\n<p>A platform like Botnation connects to your systems through APIs and to your channels (website, WhatsApp, Messenger, Instagram). The chatbot reads the order status, writes in your CRM or helpdesk and sends complete conversations to your agents.<\/p>\n<\/div>\n<\/details>\n<div class=\"bn-cta\">\n<h3><span class=\"ez-toc-section\" id=\"Ready_to_automate_your_after-sales_service\"><\/span>Ready to automate your after-sales service?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Build your <a href=\"https:\/\/botnation.ai\/en\/chatbot-service-client-botnation\/\">customer service chatbot<\/a> in a few hours with the Botnation no-code platform, or have it built by our chatbot creation experts. Note: the dedicated quote form is available in French only; our English-speaking sales team answers through the contact page.<\/p>\n<p><a class=\"bn-cta-btn\" href=\"https:\/\/botnation.ai\/en\/contact\/\">Contact our team<\/a>\n<\/p><\/div>\n<\/div>\n<p><script>(function(){var w=document.getElementById(\"savw\");if(!w){return}var t1=w.querySelectorAll(\"input[name=savt]\"),t2=w.querySelectorAll(\"input[name=savs]\"),pv=w.querySelectorAll(\".savv\");function cur(n){var x=w.querySelector(\"input[name=\"+n+\"]:checked\");if(!x){return null}return x}function upd(){var a=cur(\"savt\"),b=cur(\"savs\"),v=1,i;if(a){if(b){var k=b.getAttribute(\"data-s\");v=Number(a.getAttribute(\"data-\"+k))||1}}for(i=0;pv.length>i;i++){pv[i].className=\"savv savv-\"+(i+1)+(i+1===v?\" on\":\"\")}}var i;for(i=0;t1.length>i;i++){t1[i].addEventListener(\"change\",upd)}for(i=0;t2.length>i;i++){t2[i].addEventListener(\"change\",upd)}upd()})()<\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Practical guide In short. An after-sales chatbot does not replace your customer service team: it absorbs repetitive requests (order tracking, simple returns, product questions) and prepares the cases your agents validate. Four legal rules under French and EU law frame what the bot can do on its own: the 14-day withdrawal period, the refund within [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":31410,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[362],"tags":[],"class_list":["post-31405","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chatbot-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/31405","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/comments?post=31405"}],"version-history":[{"count":2,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/31405\/revisions"}],"predecessor-version":[{"id":31409,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/31405\/revisions\/31409"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media\/31410"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=31405"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categories?post=31405"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/tags?post=31405"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}