Gorgias for BigCommerce: Order Tools, Plan Gate and AI Limits

Gorgias connects to BigCommerce on the Basic plan and higher, not on Starter. Basic costs $60 a month billed monthly or $50 a month billed annually ($600 a year) for the whole account and 300 tickets, and it lets agents see BigCommerce customers and orders beside each ticket and create, duplicate and refund orders without leaving the help desk.^[1] Every ticket past the allowance adds $0.40 on Basic. What a BigCommerce store does not get is the AI layer. AI Agent, Shopping Assistant and Order Management work only with a connected Shopify store. Our verdict is plain: Gorgias suits a BigCommerce brand that wants order-aware support, rules and self-service Flows, and it is the wrong buy if AI Agent is the reason you are shopping.

What your agents can do with a BigCommerce order

Once the store is connected, a BigCommerce widget sits in the ticket sidebar with the customer's details and order data. Gorgias's BigCommerce page lists three order actions inside the help desk: create, duplicate and refund.^[2] A new order can be saved as Draft or Paid, and a draft comes with a cart URL the agent can paste into the reply so the shopper finishes checkout alone.^[3] That covers the usual rescue jobs: a checkout that failed, an order taken over chat, a wholesale buyer who wants a quote turned into a cart.

Duplicating is the replacement tool. An agent copies an existing order and changes the product, quantity, discount or shipping address before saving it as a draft or paid order, which handles a wrong-size exchange or a lost parcel in one step. Refunds cover the full order or a manual amount; the agent picks the refund method, a reason and the new order status. Gorgias then logs an event in the ticket thread and shows its status in the widget. The next agent sees it.

The gaps in the order tools

Editing an existing order is not on the list. Neither is a built-in cancel button. Gorgias's custom HTTP widgets can cancel an order and create a refund, so a team with someone comfortable calling an API can close that gap; everyone else cancels in the BigCommerce admin and notes it on the ticket. Macros still pull BigCommerce order data through variables, which keeps templated replies about shipping and totals accurate. One quirk costs time: some variable paths start with ticket.customer.bigcommerce and others with ticket.customer.integrations.bigcommerce, so copy each one exactly as the variable list shows it.

Rules, routing and several stores in one account

Rules can read BigCommerce data. Conditions cover the last order's status, its total price including tax, the shipping date, the tracking number and the shipping country, state and city. A team can route every message tied to a Canadian address to one group, tag tickets about high-value orders, or push shipping-date questions into their own view. Gorgias's BigCommerce page says rules and macros can automate up to 20% of support tickets; treat that as the vendor's estimate, not a forecast. One billing detail matters. A Rule that sends an auto-reply makes the ticket billable, so automatic acknowledgments draw down the plan's monthly tickets.

One Gorgias account can hold several BigCommerce stores, but each store connects to only one Gorgias account. Two help desks cannot share a store. Inside the account, one store can have several support email addresses while each address maps to a single store, and the chat widget gets its own integration per store. Gorgias's Fall 2025 release added views filtered by store and reports broken down by store, and business hours and holiday hours can be set per store integration on Basic and higher. Headcount does not move the price: Basic allows 500 user seats.

Self-service without AI Agent: Flows and Article Recommendations

AI Agent does not run on BigCommerce. Two older automations do: Flows, and Article Recommendations, which Gorgias has retired for Shopify but keeps for BigCommerce and Magento. Both need an AI Agent subscription, the same add-on Shopify stores buy for AI Agent itself. On Basic that component costs $30 a month billed monthly or $27 a month billed annually, so the Basic account runs $90 a month billed monthly or $77 a month billed annually with AI Agent. A BigCommerce store pays the full component and uses part of it.

Flows are guided menus that run in chat, the Help Center and the contact form. A Flow has no step limit, each option step holds up to six answers, and you can build as many as you like, but only six can be enabled per integration. An HTTP request step can call outside systems with GET, POST, PUT or DELETE, so a Flow can look up or update data in another app. Article Recommendations answer chat questions with matching Help Center articles. They need a thorough help center.

The billing rule is what separates these tools from AI Agent. When a Flow or an Article Recommendation resolves a request without a human, it carries only the automation fee, with no ticket fee.^[4] Basic with AI Agent includes 30 automated interactions a month, at $1.00 each on monthly billing or $0.90 on annual billing, then $1.50 per automated interaction. A request counts as automated only if the shopper does not reach a human within 72 hours; picking the need-more-help option opens a ticket instead. Past the allowance, a Flow resolution costs $1.50 while an extra ticket on Basic costs $0.40. Flows pay off in agent time, not on the invoice.

The chat widget installs on BigCommerce, and advanced chat customization with HTML and JavaScript is open to owners and admins on every Helpdesk plan; the BigCommerce store connection itself needs Basic or higher. Up to three light campaigns with two triggers stay free inside Helpdesk pricing, and stores without Shopify can create basic campaigns on any plan. Convert, the paid campaign tool, installs on BigCommerce by manual script, and not all of its triggers work there. It is billed per click on its own plan, starting at $30 a month for 150 clicks.

What a BigCommerce store gives up next to Shopify

Gorgias is built Shopify first, and the difference is easiest to see side by side. The largest loss is AI Agent, with Shopping Assistant and the Actions that cancel, refund or edit orders on a shopper's behalf. Order Management, the self-service portal where shoppers track, return or cancel, is Shopify only. Gorgias's revenue report needs a connected Shopify store, so the revenue analytics that headline the Pro plan do not reach a BigCommerce-only account. A brand that runs both platforms should read Gorgias for Shopify before choosing where support lives.

Teams for whom BigCommerce is one channel among several marketplaces can also weigh eDesk, which connects BigCommerce, Shopify, Magento, WooCommerce, Amazon, eBay and Walmart. eDesk prices per agent: Essential runs $45 per agent a month billed annually or $55 billed monthly with one connected online store, and its AI Agent is billed at $0.99 per outcome on every plan. The full field, with each billing model explained, is in our Gorgias alternatives guide.

What Gorgias costs a BigCommerce team

The entry point is Basic, because Starter, at $10 a month billed monthly only, leaves out the BigCommerce connection. Basic costs $60 a month billed monthly or $50 a month billed annually ($600 a year) for 300 billable tickets, and the bill grows with ticket volume rather than headcount, at $0.40 per ticket past the allowance. A ticket is billable once a human agent, a Rule or AI Agent sends at least one message, and it counts once however long the thread runs. Spam, newsletters and auto-responders are filtered out and not billed. A customer reply after inactivity opens a new ticket: email after 10 days, chat after 3.

By our arithmetic, a Basic account billed monthly that answers 400 tickets pays $100 a month. Pro costs $360 a month billed monthly or $300 a month billed annually ($3,600 a year) for 2,000 tickets, with overage at $0.36 per ticket. Basic plus overage reaches Pro's price at 1,050 tickets a month on monthly billing and at 925 tickets on annual billing. Below those volumes, stay on Basic. Above them Pro is cheaper and adds audit logs, though its revenue report will not help a BigCommerce-only store. Annual billing costs about 17% less than paying monthly for a year, by the same arithmetic.

Read the terms before signing. Plans renew automatically, annual plans need written cancellation notice at least 30 days before the term ends (set a reminder 45 to 60 days out), there is no mid-term downgrade, and fees are non-refundable under the Master Subscription Agreement except where the law requires or at Gorgias's discretion; the Gorgias pricing guide covers every plan and add-on.

The bottom line

Gorgias on BigCommerce is a capable, order-aware help desk with its AI engine switched off. From Basic you get the sidebar, three order actions, rule conditions on order and shipping data, several stores in one account and Flows if you add the AI Agent subscription. You do not get AI Agent, Shopping Assistant, Order Management or the revenue report. Count your monthly tickets first. If the volume sits under about a thousand and your team answers most questions by hand, Gorgias fits. If automated answers are the goal, BigCommerce is the wrong half of Gorgias.