Questions, answered.

What can Resolvas actually do?

It doesn’t just reply. It carries out the resolution inside your Shopify admin. Resolvas issues refunds, starts returns and exchanges (it creates the return; your team generates and sends the return label), edits and cancels orders, issues store credit, and answers order-status, “where is my order,” and product and policy questions from your own knowledge base: more than a dozen distinct Shopify actions. Anything it can’t or shouldn’t finish (over your caps, missing evidence, or a genuine judgment call) it hands to your team with the full context, so nothing slips through. It works 24/7, and on Growth and Scale plans it replies in the customer’s language.

How does it learn my store’s policy, and can I change how it behaves later?

You give Resolvas your return and refund policy, by pasting or uploading it, and it turns that into the rules it enforces: the window, the fees, who pays return shipping, keep-it, store credit versus cash. It’s only as good as the policy you give it, so you can update your policy or your caps whenever you want and it answers the new way right away. You stay in control, with no waiting on us.

How is Resolvas different from other AI support tools?

Most AI support tools either draft a reply for a human to send, or auto-reply without ever touching your store. Resolvas executes the real Shopify action, end to end. Some tools can act too; where Resolvas is built differently is the combination:

• Priced per ticket, not per seat. No per-agent fees. Each plan includes a monthly ticket allotment, with a flat per-ticket rate beyond it. It scales with volume, not headcount, and spam and blocked attacks are never charged.
• The safety check lives outside the model. The LLM only proposes; a deterministic policy engine authorizes every action against your caps and rules before anything runs. Even a jailbroken prompt can’t exceed a cap you set.
• Guardrails are included, not add-ons. Fraud and abuse checks and a full audit log come standard on every plan; multilingual replies come with Growth and Scale.
• Lives in your Shopify admin. It uses the standard Admin API and is live in about five minutes.

And it isn’t either/or: if you already run a helpdesk like Gorgias, Resolvas plugs in and works inside it.

How is this different from Gorgias’s AI Agent specifically?

Billing: Gorgias charges per seat plus a per-AI-resolution fee on top of its subscription tiers. Resolvas is one monthly plan with unlimited seats and an included allotment of tickets; beyond that you pay a flat per-ticket rate, and never for spam or blocked attacks.

Architecture: Gorgias’s agent leans on prompts to constrain behavior. Resolvas treats the LLM as an untrusted proposer and puts a deterministic policy engine in front of every Shopify call: cheaper, safer, more predictable. And you don’t have to choose: if you’re on Gorgias, Resolvas plugs right into it.

What if I don’t trust AI with refunds yet?

That’s how Resolvas ships: every money cap defaults to $0, so out of the box it can never auto-refund. It only proposes actions for your team to approve in one click. We recommend running this “shadow mode” for two to four weeks, building trust from the audit log, then raising caps gradually. Caps are set per action type, so you can let routine order-status flow automatically while holding every refund for approval.

What happens if the agent makes a mistake?

Mistakes are designed to be rare and recoverable. The deterministic policy engine blocks the biggest class of errors before they happen, because the agent can’t act outside the caps and rules you set. Every action it does take is written to an audit log before the customer sees the reply, so nothing is hidden and you always have the full record to correct anything that needs it. On billing, if you believe a ticket was charged in error, email support@resolvas.com and confirmed errors are credited back. In our testing, most of what looked like “mistakes” were gaps or ambiguity in a store’s own policy config, which the dashboard surfaces so you can tighten the rules.

How does it handle fraud and prompt-injection attacks?

In layers. A separate fail-closed screening model checks every customer message for injection markers before the main agent sees it, and classification passes return structured labels only. The model only proposes; the deterministic engine authorizes, so even a fully jailbroken model can’t exceed your refund cap or act outside your rules. Bad-faith and over-cap claims never execute on their own (they’re held for your review), there’s a per-customer monthly billing cap, and we test the agent against a suite of adversarial injection attacks.

Can I review what the agent did before it goes out?

Yes. Keep your caps at $0 (the default) and every proposed money action lands in your queue for one-click approval before it executes. Caps are per action type, so you choose exactly which cases flow automatically and which wait for you.

How do customers reach Resolvas?

Through your storefront support widget, or by email (forward your support inbox to your Resolvas address). Already on a helpdesk? Resolvas plugs into Gorgias and works inside it, with more helpdesks on the roadmap. Customers keep contacting you exactly as they do now; Resolvas picks up the ticket, resolves what it can, and hands the rest to your team.

What customer data does Resolvas access?

Customer name, email, shipping and billing address, phone, and order, refund, and return history, handled under Shopify’s Protected Customer Data requirements (Level 2 categories). Before any message reaches our AI provider, those direct identifiers are replaced with placeholders, so the model never sees them, and the provider doesn’t train on your data. Everything is encrypted at rest with per-store keys and deleted on request or when you uninstall. Full detail in our Privacy Policy.

How does billing work?

One simple per-ticket price. Each plan includes a monthly allotment of tickets; past that you pay a flat per-ticket rate. A ticket counts only when Resolvas finishes it: resolved end to end, a prepared remedy you approve or deny in one click, or a return it executed where the one step left is sending the label. Tickets it escalates for your team to handle are never charged. Spam and blocked attacks are never charged, the same ticket is never billed twice, there’s a cap of five billable tickets per customer in any rolling 30 days, and if the customer replies within 72 hours saying it wasn’t resolved, the ticket’s charge is voided automatically. Think a ticket was billed in error? Email support@resolvas.com and confirmed errors are credited.

What Shopify plan do I need?

Basic and up. Everything Resolvas needs is on Shopify’s standard Admin API. Plus stores get higher GraphQL rate limits, which means faster average resolution times at very high volume.

When can I actually use this?

Resolvas is launching on the Shopify App Store. Founding offer, while slots last: the first 100 stores to subscribe keep the multilingual agent and the Value & savings dashboard on any paid plan, for the life of their subscription. Install on Shopify to get in early and shape the product.