Gorgias alternatives for Shopify stores

The main Gorgias alternatives for Shopify merchants are Resolvas, Fin (formerly Intercom), Richpanel, Yuma AI, and Rep AI. All of them resolve support tickets with an AI agent that can act on real orders. They differ most in what they cost per resolved ticket, and in what decides whether the AI is allowed to move money.

Comparison at a glance

Prices are list prices published by each vendor in July 2026 and change often. Check the current pricing page before deciding.

Why do merchants look for a Gorgias alternative?

Three complaints come up repeatedly in Gorgias reviews: pricing that becomes unpredictable as ticket volume grows, an AI that sometimes invents return-policy details that were never in the knowledge base, and a setup process that takes real work before the automation pays off.

The second one deserves attention, because it is the expensive one. When an AI support agent states a policy the store does not actually have (a longer return window, a shipping refund that is not offered), the merchant usually honors it rather than fight the customer. Air Canada lost exactly this argument in court in 2024 after its chatbot invented a bereavement-fare refund policy, and had to pay.

What does Gorgias actually cost?

Gorgias plans start at $10/month for 50 tickets, but AI resolutions are billed separately at $0.90–$1.00 each. A store whose AI resolves 50 tickets in a month pays the plan fee plus roughly $50 in resolution fees. The headline price and the real price are different numbers.

That structure suits stores with high volume and a support team already in place. It suits a small store much less well, because the per-resolution fee applies from the first ticket. For comparison, Resolvas bills $29/month for 50 tickets with no separate resolution fee, and the free tier handles 10 tickets a month with no card.

How do these tools decide whether the AI can issue a refund?

This is the question that separates them, and almost nobody asks it during a demo. Every tool here can execute a refund. What differs is what stands between the language model and your money.

Most of the category uses AI checking AI. Gorgias routes each reply through a second model that scores confidence, and sends only above a threshold. Yuma runs 15–20 quality checks across multiple models. Richpanel adds a separate AI QA layer reviewing the first system's output. These are real safeguards, and they are still models making judgment calls about other models.

Resolvas is built the other way around. The language model reads the ticket, talks to the customer, and proposes an action. A separate policy engine, written in ordinary code, then authorizes or refuses that action against the rules you configured: refund caps per ticket, per day, and per customer, the return window, final-sale exclusions, evidence requirements, and duplicate-refund checks. It denies by default. Anything over a cap comes to you with a one-click approve or decline.

The practical consequence is narrow and worth stating precisely. We do not claim our AI never says anything wrong. It writes language, and language models are imperfect. What the architecture guarantees is that a wrong statement cannot become a wrong payout, because the part of the system that talks to your customer is not the part that authorizes money. A confidence score is an opinion. A cap is arithmetic.

Does Gorgias only draft replies, or does it send them?

Gorgias sells two different products, and they are easy to confuse. Copilot drafts replies for a human agent to review and send. AI Agent resolves tickets autonomously, sending replies and executing Shopify actions like cancellations, address changes, item removals, and reships on its own. If you evaluated Gorgias more than a year ago, you may have seen only the first one.

The alternatives, one by one

Resolvas

An AI support agent that works the whole inbox and resolves the ticket by taking the action in Shopify: order tracking, returns, exchanges, refunds, cancellations, order and address edits, store credit, and billing questions. It reads your existing return policy document and compiles it into the rules it enforces, rather than keeping it as text to paraphrase.

Best for: stores handling roughly 0–500 tickets a month that want autonomy without handing a language model an unlimited budget. Honest caveat: Resolvas is new. It does not have Gorgias's review count or track record, and if a long list of public reviews is what you need before trusting a vendor, that is a fair reason to choose an established one.

Fin (formerly Intercom)

The largest player here. Fin resolves conversations across chat, email, WhatsApp, SMS, and phone, and executes Shopify actions through its Procedures workflow builder. Salesforce agreed to acquire it for about $3.6 billion in June 2026.

Best for: larger companies that support customers well beyond a Shopify storefront. Trade-offs: it is a general-purpose support platform with ecommerce layered on, not an ecommerce-native tool, and Fin's own comparison content concedes that Gorgias is the ecommerce specialist. Pricing at $0.99 per outcome draws the same unpredictability complaints as Gorgias, since better performance produces more billable resolutions.

Richpanel

A helpdesk with AI agents that handle refunds, store credit, product swaps, and subscription cancellations end to end, plus a strong customer self-service portal. Best for: teams that want a full helpdesk with a capable self-service layer. Pricing is quote-based, so budget comparison takes a sales conversation.

Yuma AI

Deep ecommerce automation with full, partial, and percentage refunds, cancellations, reships, and order edits through the Shopify API. Best for: high-volume merchants with the budget for it. Pricing starts around $850/month, which puts it out of reach for most small and mid-sized stores.

Rep AI

Closer to a sales assistant than a support agent: it engages browsing shoppers proactively and also handles support questions, with escalation into Gorgias or Zendesk. Zendesk is a strategic investor. Best for: stores whose main goal is conversion lift rather than ticket deflection. Its published materials describe refund workflows as “configurable” without documenting a spending cap.

When is Gorgias still the right choice?

Often, and it would be dishonest to pretend otherwise. Gorgias is the right pick if you run a support team that needs a mature multi-channel helpdesk with SMS, social, and voice in one inbox; if you handle well over a thousand tickets a month; if you need a large app ecosystem and established integrations; or if buying from a vendor with 15,000+ merchants and years of track record matters more to you than price.

Resolvas is a narrower product. It resolves tickets and executes the actions; it is not a full helpdesk replacement with a social inbox and a voice channel. If that is what you need, Gorgias is a better fit, and we would rather tell you now.

Common questions

Can an AI agent issue refunds automatically on Shopify?

Yes. Gorgias, Fin, Richpanel, Yuma, and Resolvas can all execute refunds through the Shopify Admin API without a human clicking approve. The meaningful question is what limits that ability. Look for a hard spending cap you set yourself, and ask whether it is enforced by code or by a model's confidence score.

What happens when the AI is not sure?

With Resolvas, anything over a cap, missing required evidence, or flagged as higher-risk is not executed. It is handed to your team with a plain summary of what the customer asked and what the policy says, plus one-click approve, decline, or counter-offer. You decide how much runs on its own; caps ship at $0, so it starts fully conservative.

Do I have to leave my current helpdesk?

No. Resolvas runs inside Gorgias if you already use it, and also works over email or a storefront chat widget. You do not have to migrate to try it.

How long does setup take?

You paste or upload your return and refund policy, and it compiles into the rules the engine enforces. You set your caps. Most stores are live the same day. It runs in your Shopify admin, so there is no separate dashboard to learn.

Install Resolvas on Shopify, free for 10 tickets a month, no card required. Questions about a specific policy or edge case? Get in touch and we will tell you honestly whether it fits.

Competitor details verified against vendor documentation and public pricing pages in July 2026. Pricing and features change; verify current details with each vendor. Gorgias, Fin, Intercom, Richpanel, Yuma, Rep AI, and Zendesk are trademarks of their respective owners, and this page is not affiliated with or endorsed by any of them.