Audit every refund your Gorgias AI Agent promised
Gorgias AI Agent can move money on Shopify in three ways: cancelling an unfulfilled order refunds the full amount paid, removing an item refunds that item's value, and replacing an item refunds the difference if the total drops (Gorgias docs). Recoup checks every ticket the agent closed against Shopify and Stripe to confirm the refund it described actually happened, once, for the right amount, and inside your policy.
Recoup is new. We are onboarding the first brands by hand, so this page explains the method. It does not quote results from past customers, because we do not have any yet.
Can Gorgias AI Agent issue refunds on Shopify?
Yes, but only inside specific order actions. The table lists each Shopify action Gorgias documents for AI Agent, what it does to money, and what Recoup checks afterwards.
| AI Agent action | Money effect (Gorgias docs) | What Recoup checks |
|---|---|---|
| Cancel an unfulfilled order | Full refund of the amount paid | The order is cancelled, exactly one refund exists, and it equals the amount paid. If Stripe took the payment, a Stripe refund matches it. |
| Remove an item | Refund of the item's value | One refund for that line, equal to the value the agent quoted. No second refund for the same item. |
| Replace an item | Difference refunded if the total drops. One item only. | The replacement order exists and any refund equals the price difference. |
| Reship for free | No refund. A new order at no charge. | The free reship is not paired with a refund for the same problem, which would pay the customer twice. |
| Update shipping address | Cannot process refunds or extra charges | Any reply that promises a refund or a fee alongside an address change is flagged, because this action cannot deliver it. |
| Add an order note | None | Notes that mention a refund or credit are treated as a promise and matched. |
Source: Gorgias Help Center, AI Agent Shopify actions. Checked 17 Oct 2026.
A separate comparison by Macha, which sells a competing refund agent, reaches the same reading: Gorgias issues refunds only inside cancel, remove and replace (Macha action matrix, vendor source about competitors, checked 28 Sep 2026). A standalone "here is 20% back for the dented box" is not one of the documented actions.
Where Gorgias refund errors appear
None of these are bugs in Gorgias. They are gaps between what the agent writes and what an action can do.
- The reply says "refunded" but no action ran. The text and the action are separate. A customer who reads "I have refunded you" and sees nothing will write again, or ask their bank for a credit not processed dispute.
- Address changes with a promise attached. Gorgias docs say the address action cannot process refunds or extra charges. If the agent also promises to refund shipping, nothing moves unless a person does it.
- Replace covers one item. A two-item problem solved with one replacement leaves the second item open.
- Older orders. Gorgias does not allow order edits on orders older than 60 days, per Macha's summary of Gorgias docs (secondary source, checked 28 Sep 2026). A promise made on an older order needs a human to finish it.
- Agent and teammate both act. The agent cancels with a full refund, then a teammate refunds the same order by hand. Two refunds for one problem.
What a finding looks like
Each finding names the ticket, the order and the gap in money, so someone can fix it in a few clicks.
Ticket 48213, order #10442
Agent wrote "I've refunded the $18.00 shipping." No refund on the Shopify order and no Stripe refund on the charge, 9 days later.
Ticket 48390, order #10517
AI Agent cancelled the order with a full refund of $64.00. A teammate refunded $64.00 again 40 minutes later.
Ticket 48455, order #10530
Agent quoted $25.00 for a removed item. The Shopify refund was $29.00, the price before the order discount.
Ticket 48601, order #10288
Full refund on a final-sale item, 47 days after delivery. The written policy allows 30 days.
Illustration. These cards show the format of a finding. They are not from a real store.
Why this matters as automation grows
More tickets now close without a person reading them. That is the point of the agent. It also means fewer people see the money.
| Figure | Value | Source |
|---|---|---|
| Share of ecommerce customer interactions handled by AI, 2025 average | 31% | Gorgias report 2026 (vendor) |
| Brands in the Gorgias dataset | 16,000+ | Gorgias report 2026 (vendor) |
| Conversations on Gorgias in 2025 | 350M+ | Gorgias report 2026 (vendor) |
| Gorgias automation rate, pooled over four weeks | 64% | SaaStr, 6 Oct 2026 |
| Median automation rate across 13 vendors | 48% | SaaStr, 6 Oct 2026 |
| Gorgias rating on the Shopify App Store | 4.3 (706 reviews) | Shopify App Store, read 17 Oct 2026 |
AI Agent is a paid add-on on every Gorgias plan (Shopify App Store listing), and each automated interaction is billed, from $0.90 on annual plans per Macha's summary (secondary). A ticket that closes with the wrong refund costs the fee and the refund. Automation rate tells you a ticket closed. It does not tell you the money in it was right.
How the free 90-day audit works
- You send a Gorgias ticket export for the last 90 days, or create read-only access we can use. We never ask for write access.
- You send a Shopify orders export, or read-only access to orders. Add a Stripe export if Stripe processes any of your payments.
- We pull every money promise from AI Agent replies: refunds, partial refunds, store credit, discount codes, replacements and reships.
- We match each promise to Shopify and Stripe and flag five things: promised but not issued, issued twice, wrong amount, outside policy and repeat claimants.
- You get a report with each finding, its ticket, its order and the money gap, plus totals by type.
Prefer to do it yourself? The in-browser audit runs the same checks on exports you upload, and the files never leave your browser. After the audit, monitoring plans start at $500 a month for up to 2,000 orders.
Related: Shopify refund reconciliation, Stripe refund checks, how to audit AI agent refunds by hand and the incident log.
FAQ
Does Recoup change anything in Gorgias?
No. Recoup reads tickets. It never posts replies, closes tickets, edits orders or issues refunds. For the done-for-you audit we work from exports or read-only access that you create and can revoke at any time.
Does it read every ticket?
It reads every ticket in the export, then keeps the ones where AI Agent replied and money came up: refunds, partial refunds, store credit, discount codes, replacements and reships. Tickets without a money promise are counted but not matched.
What about Recharge discount codes?
If a code was applied to a Shopify order, it shows in the Shopify orders export and Recoup matches it to the promise. Recoup does not read Recharge directly today, so codes that live only in Recharge are listed for you to check by hand.
Can Gorgias AI Agent issue refunds on Shopify?
Yes, inside three actions: cancel an unfulfilled order (full refund), remove an item (item value) and replace an item (the difference, one item only). Per Gorgias docs, address updates cannot trigger refunds or extra charges.
Who is behind Recoup?
Recoup is built by AGUNA Wellness Ltd (RC 9590421). It is new, and we are onboarding the first brands by hand. Questions go to support@recoupaudit.com.
Check your Gorgias refunds
Run the audit on your own exports, with files kept in your browser. Or send us read-only access and we run the first 90 days for you, free.