# Gorgias for Shopify: Order Actions, AI Limits and Real Cost

> Gorgias on Shopify: what agents can do with orders from a ticket, where edits and refunds stop, which AI features need Shopify, and what plans cost.

_Source: https://professionalstoolkit.com/articles/gorgias-for-shopify — The Professional's Toolkit · updated November 2026_

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Gorgias is a strong fit for a store that runs on Shopify, because Shopify is the one platform where its whole feature set works. Every Helpdesk plan connects a Shopify store, from Starter at $10 a month billed monthly, and agents can create, edit, cancel and refund orders without leaving the ticket. The AI layer is stricter. **AI Agent, Shopping Assistant and Order Management run only on a connected Shopify store**[1], and AI order actions need Basic or higher. The bill follows tickets, not agents. Pick it for a Shopify-first brand. Look harder if your orders live on several platforms.


**60 days** — Shopify orders older than this cannot be edited from a Gorgias ticket, on any plan.



- **10 orders** — Most recent Shopify orders shown in the ticket sidebar
- **Basic+** — Lowest plan for AI Agent order Actions, with an AI Agent subscription
- **$10 a month** — Starter, billed monthly only: 50 tickets, 3 user seats


## What an agent can do with a Shopify order from the ticket

Connecting Shopify is available on every Helpdesk plan and is required before AI Agent can run at all. Once the store is connected, the ticket sidebar shows the customer's 10 most recent orders next to the conversation, so the agent answering a *where is my order* email sees the fulfillment status without opening Shopify admin. From that widget agents create, duplicate, edit, cancel and refund orders, change the shipping address (the edit is written back to Shopify) and generate one-time discount codes. The last 5 draft orders also appear, read-only.

Macros carry the same power on send. Gorgias ships Shopify macro actions that cancel the last order or a chosen one, duplicate the last order, edit its shipping address, refund its shipping cost and partially refund it. The agent picks the macro, the reply goes out and the order changes in one step. Shopify Plus stores can also create gift card codes from a macro, once per ticket; stores on other Shopify plans cannot.

### Where the order actions stop

The limits matter as much as the list. Agents cannot edit archived orders, orders older than 60 days or orders in a currency other than the store's. **Orders paid through more than one payment gateway cannot be refunded from Gorgias**, and gift cards are left out of the refundable amount[2]. Draft orders cannot be edited in Gorgias at all; that work stays in Shopify admin. When a macro action fails, the message is held back and the agent can retry, send without the action or cancel. One more catch. Macros with Shopify actions cannot run inside Rules, so Rules cannot change orders; outside AI Agent Actions, order changes need an agent.


> 💡 **Import the metafields you route on:** Metafields no longer appear automatically. Import up to 10 per store from each of customers, orders and draft orders; they apply only to records created or updated after the import.


## The data that syncs, and where multi-store setups break

Customer notes sync both ways between Shopify and Gorgias, and the sync can be switched off on the integration page; if both sides edit a note at once, the first save wins. Profile changes travel one way. Edits made in Shopify reach Gorgias (removing a phone number or email is the exception), while edits made in Gorgias never reach Shopify. Metafields are no longer shown automatically. An admin imports up to 10 per store from each of customers, orders and draft orders, chosen from up to 200 listed, and they then work as macro variables and rule conditions, but only for records created or updated after the import.

Rules read Shopify too. Conditions can match the last order's financial and fulfillment status, total price, tracking number and shipping country, plus the customer's order count, tags and total spent. Gorgias's Shopify Order Status template, for example, replies with a tracking link and closes the ticket when the order is under 20 days old and has tracking. That auto-reply makes the ticket billable, like any Rule reply. Customer matching by phone is off by default. An admin can turn it on; it uses only the phone number in the default shipping address and merges every profile that shares it.

Several Shopify stores can share one Gorgias account, with views filtered and reports broken down by store. The caveats land on shoppers who bought from two of them. Some Shopify macro actions fail when a customer has profile data in more than one store, notes stop syncing for that customer, and rules with Shopify conditions skip customers with orders in two stores. Each store gets its own AI Agent with its own actions library and knowledge. Headless storefronts lose pieces as well: Help Center auto-embed works only on non-headless Shopify stores, and three Convert cart and product triggers do not work headless.


> ⚠ **Uninstalling is not cancelling:** Removing the Gorgias app from Shopify leaves the Gorgias subscription running and charges accruing; cancel under Settings > Billing.




> ⚠ **Multi-gateway orders cannot be refunded:** Shopify orders paid through more than one payment gateway cannot be refunded from Gorgias, and gift cards are excluded from the refundable amount.

## The AI layer works only on Shopify

This is where the platform question becomes decisive. Gorgias supports AI Agent on Shopify and not on BigCommerce, Magento, WooCommerce or PrestaShop; Order Management is Shopify-only too, while Flows also run on BigCommerce and Magento 2. Working as the Support Agent, AI Agent can cancel an order, edit the shipping address, remove or replace an item, reship for free and add an order note. Cancellations and address edits apply only to unfulfilled orders and are not passed on to 3PL or fulfillment apps, so a store shipping through a 3PL should connect that app's actions as well.

The same subscription works as the Shopping Assistant before the sale. It reads your Shopify catalog and the shopper's session (products viewed, current page, cart contents) and sees purchase history only when the shopper is signed in to the store. In chat it shows product cards that add items to the cart, and it issues discount codes that are unique, single-use and valid for 3 days. It is included for accounts that signed up after 28 May 2025; older AI Agent subscribers may need an upgrade. Order Management adds Track, Return, Cancel and Report Issue options, but its refund, cancel and return buttons only submit a request an agent must process.


> 💡 **Connect your 3PL's actions too:** AI Agent cancellations and address edits in Shopify are not passed to 3PL or fulfillment apps. Gorgias documents AI Agent actions for ShipBob, ShipHero, ShipStation and ShipMonk.


The gate that trips Shopify buyers sits on the plan, not the platform. Starter can buy AI Agent, at $40 a month billed monthly with 30 automated interactions, but Starter gets neither Actions nor brand voice and guardrails. For an AI that really cancels or edits orders, Basic with AI Agent is the floor: $90 a month billed monthly or $77 a month billed annually. Past the included interactions, each automated interaction costs $1.50. Every AI Agent resolution also counts as a billable helpdesk ticket, while Flows and Order Management resolutions carry only the automation fee. The full mechanics are in our [Gorgias AI playbook](/articles/gorgias-ai-playbook).

## What a Shopify store pays

Gorgias charges the whole account by billable tickets a month, so two agents and twenty agents on Basic or Pro pay the same price (Starter caps at 3 user seats)[3]. A ticket becomes billable when an agent, a Rule or AI Agent replies; spam, newsletters and auto-responders are filtered out and never billed. Seats are a cap rather than a price. Here is how the plans line up for a Shopify store, helpdesk only, before any AI Agent line.

| Plan | Price a month | Tickets a month | Overage | What it adds for Shopify |
|---|---|---|---|---|
| Starter | $10 billed monthly only | 50 | $0.40 per ticket | Order actions and sidebar; 3 user seats |
| Basic | $60 billed monthly, $50 billed annually | 300 | $0.40 per ticket | AI Actions and brand voice with AI Agent |
| Pro | $360 billed monthly, $300 billed annually | 2,000 | $0.36 per ticket | Revenue report, audit logs |
| Advanced | $900 billed monthly, $750 billed annually | 5,000 | $0.36 per ticket | Custom SSO |

By our arithmetic, Starter plus overage reaches the Basic monthly price of $60 at 175 tickets a month, and Basic plus overage reaches the Pro monthly price of $360 at 1,050 tickets. On annual billing the lines move down: Starter passes Basic's $50 at about 150 tickets, and Basic passes Pro's $300 at about 925. Below that first line the smallest plan is cheaper, but only if three seats are enough. Above it Basic wins, and annual billing costs about 17% less than paying monthly over a year. Pro earns its price in two cases: volume past about 925 tickets a month on annual billing (1,050 on monthly), or a need for the revenue report, which needs a connected store and starts on Pro.

Billing can run through Shopify itself. If you installed Gorgias from the Shopify App Store, you can pay on Shopify's 30-day cycle, the charges sit on the Shopify bill and Gorgias issues no invoice. **Uninstalling the Gorgias app from Shopify does not cancel the subscription**[4]; charges keep accruing until you cancel under Settings > Billing. Plans renew automatically, annual plans need written notice at least 30 days before the term ends, and fees are non-refundable under the Master Subscription Agreement except where the law requires or at Gorgias's discretion; our [Gorgias pricing guide](/articles/gorgias-pricing) covers the rest.

## How it compares with Zendesk's Shopify app, and what reviewers say

Gorgias says it is Shopify-invested and describes AI Agent as purpose-built for Shopify e-commerce brands; its comparison pages also claim that 40% of the 250 largest Shopify stores choose it. The useful test is narrower. Zendesk, also in our catalog, offers a free Shopify app built by Zendesk, with 16,495 installs, that handles orders, refunds and cancellations from the sidebar across multiple storefronts. Zendesk prices per agent. Its Suite Team plan, the first with live chat and messaging, costs $55 per agent a month billed annually or $69 billed monthly.

By our arithmetic, five agents on Zendesk Suite Team cost $275 a month billed annually, against $50 a month billed annually for Gorgias Basic with 300 tickets or $300 for Gorgias Pro with 2,000. The numbers buy different things. The Zendesk seat price includes AI resolutions, 5 per agent a month on Suite Team, while the Gorgias AI Agent is a separate line. A small team with heavy ticket volume points toward per-agent pricing such as Zendesk; a large team with light volume per agent points toward Gorgias's per-ticket pricing.


**What users rate it, by platform**

| Platform | Rating | Reviews | As of |
|---|---|---|---|


_Rendered from our current record; these are other platforms' user scores, separate from our own Toolkit Score._


Read the ratings by source. The Shopify App Store score is the one to weigh here, because it rates the Shopify app that merchants install. Trustpilot reads differently: its reviewers are mostly unhappy ones, and their complaints cluster around support, billing and charges, and account access, with some calling the Shopify integration basic. Those themes map onto facts above, such as ticket overage, automatic renewal and the uninstall rule. The mobile-app store ratings judge the Gorgias mobile app, which cannot place calls, not the web help desk.


## FAQ

**Is there a free Gorgias plan for Shopify stores?**

No. Gorgias has no free plan; it offers a 7-day trial with all features and no card, and an account that never upgrades is deleted after 90 days.

**Do I need Shopify Plus to use Gorgias?**

No. The Shopify integration works with Shopify and Shopify Plus on every Helpdesk plan; creating gift card codes from a Gorgias macro is the feature limited to Shopify Plus.

**Does Shopping Assistant know about Shopify automatic discounts?**

Yes. It detects active Shopify automatic discounts without setup and can mention all four types, but not discounts targeted at customer segments, and detection works only on standard storefronts, not headless ones.

**Can Shopping Assistant see stock across several Shopify locations?**

Only after you update the Shopify app permissions for Gorgias. Even then it may still discuss an out-of-stock product in some cases, such as when the shopper asks about it directly.


## The bottom line

For a Shopify brand, Gorgias puts order history and order actions inside the ticket on every plan and adds an AI layer that no other store platform gets. Check three things before buying. Do your orders hit the 60-day, currency or multi-gateway limits? Do several stores share customers? And does your monthly ticket count land below about 150, between 150 and 925, or above it on annual billing (175 and 1,050 on monthly)? Those answers pick the plan. If part of your catalog sells through another platform, our [Gorgias for BigCommerce guide](/articles/gorgias-for-bigcommerce) shows what you lose off Shopify.



## Sources

[1] Gorgias help: Which ecommerce platforms support automation features — https://docs.gorgias.com/en-US/compatibility-of-automation-features-with-ecommerce-store-providers-1749413 (2026-11)
[2] Gorgias help: Shopify actions in the ticket sidebar — https://docs.gorgias.com/en-US/shopify-actions-461552 (2026-11)
[3] Pricing page with plan cards (Monthly, Annual, Add AI Agent states), comparison table, Voice and SMS add-ons and billing/security FAQ — https://www.gorgias.com/pricing (2026-11)
[4] Gorgias help: How to cancel a Gorgias subscription or remove an add-on, and what happens afterwards. — https://docs.gorgias.com/en-US/cancel-a-gorgias-subscription-289527 (2026-11)
[5] Gorgias help center — https://docs.gorgias.com/
[6] Gorgias Master Subscription Agreement — https://www.gorgias.com/legal/terms-of-service
[7] Shopify App Store, Gorgias listing — https://apps.shopify.com/helpdesk