# Recoup Recoup is a refund audit for ecommerce brands that run an AI support agent (Gorgias AI Agent, Intercom Fin, Zendesk AI, Sierra, Siena and others). It reads the tickets the agent closed, extracts every money promise (refund, partial refund, store credit, discount code, replacement) and matches each one to Shopify orders and refunds and to Stripe refunds. It flags three failure types: promised but never issued, issued twice or for the wrong amount, and outside the brand's written policy. Brands can run the audit themselves in the browser at https://recoupaudit.com/audit/ (files never leave the browser) or request a free 90-day audit done for them. Ongoing monitoring starts at $500 a month. Recoup is built by AGUNA Wellness Ltd (RC 9590421, Nigeria). --- # Use Recoup from an AI agent URL: https://recoupaudit.com/agents/ Updated: 2026-10-17 Recoup / For AI agents # Use Recoup from an AI agent Updated 17 Oct 2026 · 3 min read Recoup runs a public, read-only MCP server at https://recoupaudit.com/mcp/. Add it to Claude, ChatGPT, Cursor or any client that supports remote MCP servers, and the agent can ask what Recoup does, what it costs, whether it fits, and run the same estimate as this website. No API key, and it reads no customer data. ## Connect it - Claude: Settings, Connectors, Add custom connector, paste https://recoupaudit.com/mcp/. - ChatGPT: in developer mode, add a connector with the same URL. - Cursor, VS Code, Windsurf and other clients: add it to your MCP config: { "mcpServers": { "recoup": { "type": "http", "url": "https://recoupaudit.com/mcp/" } } } ## Tools | | Tool | What it returns | get_recoup_overview | What Recoup checks, who it is for, what it needs and what it never does. | get_recoup_pricing | The free browser audit, the free 90-day done-for-you audit, Monitor $500 a month and Monitor Plus $1,500 a month. | estimate_refund_exposure | Money promises, mismatches and dollars at stake per month from your ticket volume. Defaults come from our labelled sample dataset. | list_supported_sources | Help desks and money systems Recoup reads, with the page for each. Every tool is marked read-only. The server speaks MCP over Streamable HTTP and answers in JSON. A GET request to https://recoupaudit.com/mcp/ shows its name and tools. ## Things to ask it - How do I check whether refunds our Gorgias AI Agent promised were actually issued in Shopify? - We close 4,000 AI tickets a month. Roughly how much refund money could be off? - Is there a read-only tool that audits Intercom Fin refunds against Stripe? ## Other machine-readable files - /llms.txt: a short index of every page. - /llms-full.txt: the full text of the site in one file. - /pricing.md: pricing in markdown. - /.well-known/mcp/server-card.json: the server card for MCP discovery. - Every page has a markdown copy: add .md to its path, for example /security.md. ## Questions Does the Recoup MCP server need an API key? No. It is public and read-only. It answers questions about Recoup and runs estimates from the numbers you give it. It does not read or store any customer data. Which AI apps can use it? Any client that supports remote MCP servers over HTTP, including Claude (custom connectors), ChatGPT (developer mode connectors), Cursor, VS Code and Windsurf. Add the URL https://recoupaudit.com/mcp/ as a remote server. Can an agent change anything through it? No. Every tool is read-only. It cannot move money, change a subscription, send a message or read your store, help desk or billing data. Where else can agents read about Recoup? Plain-text summaries live at https://recoupaudit.com/llms.txt and https://recoupaudit.com/llms-full.txt, pricing at https://recoupaudit.com/pricing.md, and every page has a markdown copy at the same path ending in .md. ## Prefer to try it yourself? The refund audit runs in your browser and your files never leave it. Open audit →How we handle data --- # What is the difference between AI agent QA and refund reconciliation? URL: https://recoupaudit.com/ai-agent-qa-vs-refund-reconciliation/ Updated: 2026-10-17 Recoup / Guides / QA vs reconciliation # What is the difference between AI agent QA and refund reconciliation? Updated 17 Oct 2026 · 6 min read AI agent QA grades the conversation: was the answer correct, on policy and polite. Refund reconciliation checks the ledger: did each refund, credit or discount the agent promised appear in Shopify or Stripe, once, for the right amount. Shopify refund visibility apps sit in between: they report refunds that happened, but they do not read what was promised. A ticket can pass QA and still fail reconciliation. We make Recoup, which does refund reconciliation, so read this with that in mind. When we researched this on 17 Oct 2026 we found no other tool that matches AI agent tickets against Shopify and Stripe refunds. That is the reason Recoup exists, and also a reason to be careful: the category is new, and so is Recoup. We are onboarding the first brands by hand. ## Four kinds of check, defined Definition ### AI agent QA Checking the conversations an AI support agent has against your knowledge base, policies and quality rules: correct facts, right tone, no invented policy, escalation when needed. The evidence is the transcript. Definition ### Refund visibility Reporting the refunds that already exist in a store, for example by staff member, channel, product or discount. The evidence is the order system. It does not read what support promised. Definition ### Refund pre-approval Scoring a refund request before anyone approves it, to decide whether it should be paid. It works before the money moves, not after. Definition ### Refund reconciliation Reading support replies for promises of money, then matching each promise to the refunds, credits and discounts recorded in Shopify and Stripe, and classifying it as matched, missing, duplicated, wrong amount or outside policy. ## What each tool checks, and what it cannot see | | Category | Examples and public price | What it checks | What it cannot see | Source / Checked on | AI agent QA | Oversai: $500/mo platform fee billed annually, plus credit packages $499 to $2,999/mo. Observability $0.03 per interaction. | AI agent answers against your knowledge base, in real time, across Gorgias, Zendesk, Intercom, Kustomer, Sierra, Decagon, Ada and Fin | Shopify and Stripe records. Its page does not mention them. | oversai.com, 17 Oct 2026 | AI agent QA | Zendesk QA, Solidroad, Enterpret, Typewise. Prices not captured. | Conversations scored against QA and audit rubrics | No matching against the order or payment ledger found on their sites | zendesk.com, solidroad.com, enterpret.com, typewise.app, 17 Oct 2026 | Help desk action log | Intercom auditing tab. Free with the Shopify app. | Shopify refunds, gift cards and replacement orders made by teammates in the inbox, each with a reason | Fin's promises, and anything that happened outside Intercom | Intercom changelog, 17 Jun 2026, read 17 Oct 2026 | Shopify refund visibility | RefundAudit $7.99/mo. LeakScout from $5/mo. LeakSentry free, Pro $29/mo. | Refunds by staff member and channel (RefundAudit). Refund leakage by SKU and discount (LeakScout). Revenue leak signals including coupon abuse and refund fraud risk (LeakSentry). | What the support agent promised in the ticket. Their listings describe Shopify data only. | RefundAudit, LeakScout, LeakSentry listings, 17 Oct 2026 | Refund pre-approval | ApproveShield: $29, $79 or $199 per month | AI scoring of refund requests before approval | Whether a promised refund was later issued, since it works before the money moves | ApproveShield listing, 17 Oct 2026 | Refund reconciliation | Recoup: free in-browser audit, free 90-day done-for-you audit. Monitor $500/mo up to 2,000 orders, Monitor Plus $1,500/mo up to 10,000 orders. | Money promises in agent replies, matched to Shopify orders and refunds and Stripe refunds. Flags promised but not issued, issued twice, wrong amount, outside policy and repeat claimants. | Tone and accuracy of answers that do not involve money. In the in-browser audit, store credit, gift cards and new discount codes are not in the exports, so they are checked against policy only. | Recoup audit and pricing, 17 Oct 2026 Competitor details from each vendor's own site or Shopify App Store listing, read 17 Oct 2026. Products change: check each vendor before you buy. ## One ticket, three checks The clearest way to see the gap is to run the same ticket through each kind of tool. | | What happened | AI agent QA | Refund visibility app | Refund reconciliation | Agent wrote "I've refunded the $18.00 shipping." No refund was created. | Pass The reply is polite and on policy. | Nothing to show No refund exists to report. | Promised, not issued | Agent cancelled with a full $64.00 refund. A teammate refunded $64.00 again. | Pass The conversation was fine. | Two refunds shown Not which one the customer was promised. | Issued twice | Agent invented a 60-day return window. No money was promised. | Fail Wrong policy. | Nothing to show | Not in scope No money promise. Illustration. These rows show how each kind of check behaves. They are not from a real store. ## Which one do you need? - Your agent only answers questions. QA is the main check. A money audit has little to find. - Your agent can cancel, refund, credit, discount or replace. Add refund reconciliation. QA reads the words and cannot see the ledger. - You want to know who refunds what in Shopify. A visibility app answers that cheaply. It will not tell you about refunds that were promised and never made. - You want to stop bad refunds before they happen. Pre-approval scoring does that. Reconciliation then checks what got through. For a side-by-side with one QA tool, see Recoup vs Oversai. For the agents that can move money and how to check each, see AI support agents that issue refunds. Terms are defined in the glossary. ## FAQ What is the difference between AI agent QA and refund reconciliation? QA grades what the agent said in the conversation. Refund reconciliation checks whether the money it promised was recorded correctly in Shopify and Stripe. A conversation can pass one and fail the other. Is refund reconciliation the same as a Shopify refund report? No. A refund report lists refunds that happened. Reconciliation starts from what the support agent promised and checks each promise against those refunds, so it also finds refunds that never happened and refunds that were made twice. Can a QA tool catch a missing refund? Only if it reads the order and payment records. Oversai's page did not mention Shopify or Stripe checks when we read it on 17 Oct 2026. Ask your QA vendor whether it compares promises with refund records. Do I need both? If your agent only answers questions, QA may be enough. If it can refund, cancel, credit or discount, add a money check. The two read different evidence, so they rarely overlap. 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 the money side Your QA tool reads the words. Recoup reads the ledger. Run the audit on your own exports, with files kept in your browser, or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # When AI support agents get money wrong: incident log URL: https://recoupaudit.com/ai-agent-refund-incidents/ Updated: 2026-10-17 Recoup / Research / Incident log # When AI support agents get money wrong: incident log Updated 17 Oct 2026 · 5 min read Companies have been held to refunds and policies their AI chatbots made up. In February 2024 a Canadian tribunal ordered Air Canada to pay $483 plus fees after its chatbot wrongly promised a bereavement discount, rejecting the argument that the chatbot was a "separate legal entity" (CP via Yahoo News). This log lists dated, sourced cases where an AI support bot promised money or invented policy, and what happened next. ## The log | | Date | Company | What the bot said | Money | Outcome | Source | 18 Dec 2023 | Chevrolet of Watsonville | Agreed to sell a 2024 Tahoe for $1 | $1 offer | Logged as AIID incident 6228 | AIID | 19 Feb 2024 | Air Canada | Bereavement discount could be claimed up to 90 days after flying | $483 plus fees | Tribunal ordered Air Canada to pay | CP via Yahoo | May 2025 | Cursor | Invented a one-device-per-subscription policy | Not stated | Apology, user refunded, AI replies to be labelled | Fanatical Futurist (secondary) | 28 Oct 2025 | Priceline | Non-refundable GBP386.91 booking was "eligible for a full refund" | GBP363.11 paid | Paid nearly six months after booking, after press coverage | Vibe Graveyard (secondary) Dates are the incident date where the source gives one, otherwise the date of the report. The Air Canada date is the date of the article reporting the decision. Checked 17 Oct 2026. ## Who is liable when an AI chatbot promises a refund? We are not lawyers and this is not legal advice. The one tribunal decision in this log went against the company. In the Air Canada case, tribunal member Christopher Rivers ordered the airline to pay Jake Moffatt $483 plus nominal fees. The chatbot had told Moffatt he could claim a bereavement discount up to 90 days after flying. Air Canada argued that the chatbot was a "separate legal entity" responsible for its own actions, and that argument did not succeed (CP via Yahoo News, 19 Feb 2024). For a store, the practical reading is simple: plan as if a customer can hold you to what your support agent writes. ## The cases in detail ### Priceline "Penny": a refund on a non-refundable booking On 28 Oct 2025, Priceline's AI assistant Penny told a UK customer that a non-refundable booking worth GBP386.91 was "eligible for a full refund". The refund did not follow. After The Telegraph took up the case, Priceline admitted "misinformation" and paid GBP363.11, nearly six months after the booking (Vibe Graveyard, secondary, citing The Telegraph, May 2026). This is the clearest public example of a promised-not-issued refund: the promise was in writing, and paying it took months and a newspaper. ### Cursor "Sam": an invented policy Cursor's AI support bot, "Sam", told users that a subscription was limited to one device. No such policy existed. Users cancelled in public. Co-founder Michael Truell apologised, the affected user was refunded, and the company said AI email replies would be labelled (Fanatical Futurist, 22 May 2025, secondary). The direct money was small. The cost was cancellations and trust. ### Chevrolet of Watsonville: a $1 car A dealer's website chatbot agreed to sell a 2024 Chevrolet Tahoe for $1. The AI Incident Database records it as incident 6228, dated 18 Dec 2023 (AIID). It shows how easily a bot can be led into an offer the business never intended. ### Not incidents: two hypothetical failures An essay on HackerNoon describes two failures that would return success: a refund applied to the wrong transaction, and a duplicate refund after a timeout retry (HackerNoon). The author presents them as hypothetical. We list them here only so they are not mistaken for real cases elsewhere. ## What ecommerce brands can learn - The written promise is what counts. In every case above, the problem started with what the bot wrote, not with a payment system failing. Check what your agent writes against what your systems did. - Invented policy is a money problem. A bot that makes up a rule, generous or strict, changes what customers expect to be paid or refused. - Slow fixes cost more. Priceline paid months later, after press coverage. Finding a missing refund within days is cheaper than finding it from a journalist or a bank dispute. - Label and limit. Cursor's fix included labelling AI replies. Limits on refund amounts and escalation for anything the agent cannot action are the ecommerce equivalent. The step-by-step method is in how to audit AI support agent refunds. Wider numbers are on the 2026 statistics page, and terms such as promised-not-issued are in the glossary. ## Report an incident Know a case we missed? Email support@recoupaudit.com with a link to a primary source or a named news report. We add cases only when the source states what the bot said and what happened next. Recoup is new, and this log will grow as cases are reported. ## FAQ Has an AI chatbot ever promised a refund the company then had to pay? Yes. Air Canada was ordered to pay $483 plus fees in 2024, and Priceline paid GBP363.11 nearly six months after its assistant promised a full refund on a non-refundable booking. Is a company liable when its AI chatbot promises a refund? In the Air Canada case, a tribunal held the airline responsible and rejected the claim that the chatbot was a separate legal entity. Rules differ by country. This is not legal advice. Has an AI support bot ever invented a refund policy? Yes. Cursor's support bot invented a one-device policy in 2025. Users cancelled, one was refunded, and the company said AI email replies would be labelled. How do I make sure my AI agent's refund promises are kept? Match each promise in your tickets to the refunds in Shopify and Stripe on a regular schedule. Recoup does this, or you can follow our step-by-step guide by hand. Who keeps this log? Recoup, built by AGUNA Wellness Ltd (RC 9590421). Send corrections or new cases to support@recoupaudit.com. ## Check your agent's promises Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # AI support agents that can issue refunds in 2026, and how to audit each URL: https://recoupaudit.com/ai-support-agents-that-issue-refunds/ Updated: 2026-10-17 Recoup / Guides / AI agents that issue refunds # AI support agents that can issue refunds in 2026, and how to audit each Updated 17 Oct 2026 · 8 min read Public sources show five AI support agents with actions that move money on Shopify: Gorgias AI Agent, Zendesk AI agents, Intercom Fin, Macha and Fini. Sierra and Siena are common in the same buying lists, but we could not confirm their refund actions from a public source. For every one of them the proof is the same: the Shopify order's refunded amount, plus the Stripe refund if Stripe took the payment. The agent's own log shows an action ran, not that the money was right. Recoup does not rank agents. We make an audit tool, not an agent, so we have no reason to favour one and no data on which one makes fewer money mistakes. The list is in alphabetical order. Each row says what the vendor documents, what it charges in public, and which field to compare after the agent says "refunded". Recoup is new, and we are onboarding the first brands by hand. ## Which AI support tools can issue Shopify refunds? | | Agent | Money actions it can take | Public pricing | Where its action log lives | How to check it moved the money | Source / Checked on | Fini | Refund-capable AI agent | From $0.49 per resolution (vendor) | Not documented in the sources we read | Shopify orders export: Refunded Amount on the order. Stripe: the charge's Amount Refunded. | usefini.com, 17 Oct 2026 | Gorgias AI Agent | Cancel an unfulfilled order (full refund), remove an item (item value), replace an item (difference if the total drops, one item only). Address updates cannot refund or charge. | Helpdesk plans $10, $60, $360 and $900 a month. AI Agent is a paid add-on on every plan. | Not documented in the sources we read. Shopify records the cancel or refund on the order. | Cancel: Cancelled at is set and Refunded Amount equals Total. Remove: Refunded Amount equals the item price paid. Replace: a new order exists and any refund equals the difference. | Gorgias docs and Shopify App Store, 17 Oct 2026 | Intercom Fin | Shopify refund action, gift card template. Stripe templates are read-only. | From $0.99 per Fin outcome. Seats $29, $85 or $132 per seat a month. | Intercom's auditing tab logs teammate Shopify refunds, gift cards and replacements. The post does not cover Fin. | Shopify: Refunded Amount on the order, or a gift card for the promised value. Stripe: any refund Fin promised was made by a person, so check Amount Refunded on the charge. | Macha matrix (vendor, about competitors, 28 Sep 2026), Intercom pricing and changelog, 17 Oct 2026 | Macha | Refund-capable agent for Gorgias and Zendesk, with confirmation cards | From $299 a month for 750 tickets, about $0.40 a ticket (vendor) | Not documented in the sources we read | Shopify: Refunded Amount equals the amount on the confirmation, and only one refund exists for the problem. | getmacha.com, 17 Oct 2026 | Siena | Not confirmed from a public source | $750 a month platform fee plus $0.90 per automated ticket (secondary, competitor-written) | Not documented in the sources we read | Ask which order and payment actions your setup has. Then the same Shopify and Stripe fields. | eesel, edited 25 Jun 2026, read 17 Oct 2026 | Sierra | Not confirmed from a public source | No public prices. 12-month platform fee plus per-outcome charges (secondary). | Not documented in the sources we read | Ask which order and payment actions your setup has. Then the same Shopify and Stripe fields. | Macha summary, 23 Sep 2026, read 17 Oct 2026 | Zendesk AI agents | Native Shopify refund, full refunds only | Not captured in our research | Not documented in the sources we read | Shopify: Financial Status is refunded and Refunded Amount equals Total, with one refund only. Partial promises need a person, so look for a later partial refund. | Macha matrix (vendor, about competitors), 28 Sep 2026 Vendor = a number a company publishes about its own product. Secondary = a page reporting someone else's number. Field names are the column names in the standard Shopify orders export and Stripe payments export. Actions depend on how each agent is configured, so check your own setup. ## Why the agent's log is not the proof An agent's reply and an agent's action are two different things. The reply is text. The action runs in Shopify or Stripe. They can disagree in three ways: - Reply without action. The agent writes "I've refunded your shipping" and no action runs, often because the agent has no action for a partial amount. - Action with a different amount. A full refund runs where a partial one was promised, or the item price before discount is refunded. - Action plus a person. The agent refunds, then a teammate refunds the same order again by hand. Only the ledger shows all three. Shopify records every refund on the order, whoever issued it. That is why the check column in the table names a field, not a log. The glossary has the full definitions. ## How to audit each agent The method is the same for all seven: export the tickets the agent replied to, pull out each money promise, then find the order and compare. The step-by-step guide covers the spreadsheet version. Below is what changes for each agent. ### Fini Fini is a refund-capable AI agent priced from $0.49 per resolution (usefini.com, vendor). A billed resolution means the conversation closed. For each resolved ticket that mentions money, check that the order's Refunded Amount matches the amount in the reply, and that only one refund exists. ### Gorgias AI Agent Gorgias documents refunds only inside three Shopify actions (Gorgias docs). For cancels, check Cancelled at is set and Refunded Amount equals Total. For removed items, check the refund equals what the customer paid for that item after discounts. Flag any reply that promises money alongside an address change, since that action cannot refund. Gorgias does not allow order edits on orders older than 60 days, per Macha's summary (secondary), so promises on older orders need a person. More on the Gorgias AI Agent refund audit page. ### Intercom Fin Fin has a Shopify refund action and a gift card template, and its Stripe templates are read-only (Macha matrix, vendor, about competitors). Check Shopify refunds on the order and gift cards issued to the same customer. If Fin promised a Stripe refund, a person had to make it, so check Amount Refunded on the Stripe charge. Intercom's auditing tab logs what teammates did in the inbox, which helps, but it does not compare Fin's promises with the ledger. See Intercom Fin refund audit. ### Macha Macha is a refund-capable agent that runs on Gorgias and Zendesk and uses confirmation cards before a refund (getmacha.com, vendor). The confirmation records intent. Check that the Shopify refund equals the confirmed amount and that a teammate did not refund the same order again. ### Siena We could not find a public Siena document that lists its refund actions. Pricing is reported at $750 a month plus $0.90 per automated ticket (eesel, secondary and written by a competitor). SaaStr measured a 46% automation rate for Siena (SaaStr). Ask Siena which Shopify and payment actions are switched on in your store, then check those orders the same way. ### Sierra Sierra publishes no prices. Contracts are reported to combine a 12-month platform fee with per-outcome charges (Macha summary, secondary). We could not confirm its refund actions from a public source. As with any outcome-billed agent, an outcome is not proof of a correct refund, so check the order and the charge. ### Zendesk AI agents Zendesk AI agents have a native Shopify refund action for full refunds only (Macha matrix, vendor, about competitors). Check full refunds for a second, manual refund on the same order. For replies that promise a partial amount, look for a partial refund after the ticket closed. If none exists, the promise was not paid. See Zendesk AI agent refund audit. ## How much each agent already handles More automation means fewer people see each refund. SaaStr pooled four weeks of data across 13 vendors. Macha and Fini were not in its set. This is not a measure of refund accuracy. | | Agent | Automation rate | Source / Checked on | Gorgias | 64% | SaaStr, 6 Oct 2026, read 17 Oct 2026 | Sierra | 48% | SaaStr, 6 Oct 2026, read 17 Oct 2026 | Siena | 46% | SaaStr, 6 Oct 2026, read 17 Oct 2026 | Intercom | 42% | SaaStr, 6 Oct 2026, read 17 Oct 2026 | Zendesk | 37% | SaaStr, 6 Oct 2026, read 17 Oct 2026 | Median across 13 vendors | 48% | SaaStr, 6 Oct 2026, read 17 Oct 2026 Source: SaaStr, How much of your customer support can AI really resolve, published 6 Oct 2026. For more numbers, see AI support agent refund statistics. For how a refund audit differs from conversation QA, see AI agent QA vs refund reconciliation. ## FAQ Which AI support tools can issue Shopify refunds? From public docs: Gorgias AI Agent (inside cancel, remove and replace), Zendesk AI agents (full refunds), Intercom Fin (a Shopify refund action), Macha and Fini. We could not confirm Sierra's or Siena's refund actions from a public source. What any agent can do depends on how it is set up. What are the best AI customer service agents for refunds? Recoup does not rank agents. We make an audit tool, not an agent, and we have no data on which agent makes fewer money mistakes. This page lists what each one documents and how to check its refunds in Shopify and Stripe. Is the agent's own action log enough to prove a refund happened? No. A log shows that an action ran. It does not show that the amount matched the promise, that no teammate refunded again, or that a promise with no action behind it was ever paid. Compare each promise with the Shopify order and the Stripe charge. How often is this list checked? Each source was read on the date in the table. We plan to recheck every 60 days, because vendors change actions and prices often. If something here is out of date, email support@recoupaudit.com and we will correct it. 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 the refunds your agent promised Whichever agent you run, the check is the same. Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Run an AI agent refund audit in your browser URL: https://recoupaudit.com/audit/ Updated: 2026-10-17 Self-serve audit, free # Run an AI agent refund audit in your browser Add a ticket export from Gorgias, Zendesk or Intercom and a Shopify orders export. Recoup finds every refund, credit, discount and replacement the agent promised, then checks what actually happened in Shopify and Stripe. Your files never leave this browser. Nothing is uploaded. Try it with sample data → Use my own exports The sample is Northline Outfitters (sample data), a made-up store with 60 tickets. Step 1 of 3 ## Add your exports CSV files only. Drop a file on a box, or select the box and press Enter to choose one. We detect the columns for you. ### Tickets Gorgias ticket export, Zendesk ticket export or Intercom conversation export (.csv) Ticket export CSV file Choose a file or drop it here ### Shopify orders Shopify Orders export, "All orders" or a date range (.csv) Shopify orders export CSV file Choose a file or drop it here ### Stripe Optional Stripe Payments export and Refunds export (.csv). Add one or both. Stripe payments or refunds export CSV files Choose files or drop them here Try it with sample data Loads four sample CSVs from this site and runs the audit. Check the column mapping Add a file to see which columns were detected. Fields marked * are needed. Step 2 of 3 ## Set your policy Use the limits your agent is meant to follow. Amounts are in your store currency. Max discountPercent off Max store creditPer ticket Max refund without a humanAI agent only Refund windowDays after the order Repeat claimantPromises to one email in 90 days Step 3 of 3 ## Run the audit It takes a second or two. Nothing is sent anywhere, so it works offline once this page has loaded. Run audit → Add a ticket export and a Shopify orders export to start. Recoup refund audit ## Audit results Findings by status | | Status | What it means | Promises | At stake ShowAll findingsOnly problems Download CSV Print report One row per money promise the agent made | | Status | Ticket | Date | Customer | Order | Promise | At stake | Details ## What happens next Fix the open items first: issue the refunds that were promised, recover the duplicates, and tighten the agent's rules where it went past your policy. Then run this again next week on the new tickets. - We run the same checks on every ticket, every week, with read-only access. - You get the findings list and the money at stake before chargebacks land. - We are onboarding the first brands by hand, and the first 90-day audit is free. Want us to run it on all your tickets every week? → ## What the audit checks The audit reads the agent's replies with fixed rules, not AI. It finds money promises, ignores refusals such as "we can't refund this", and matches each promise to an order by order number, or by email and the closest order in the 90 days before the ticket. Then it compares the promise with Shopify's refunded amount and Stripe's refunds. | | Status | Rule | Promised, not issued | A refund was promised, Shopify shows nothing refunded, and Stripe has no refund for that order or email within 14 days. | Wrong amount | The refund differs from the promise by more than 1% or 0.50, whichever is larger. A full refund is compared with the order total. | Issued twice | Two refunds of the same amount on one order within 72 hours, or refunds that add up to more than the order total. | Outside policy | A discount, credit or AI refund above your limits, or a refund asked for after your refund window. | Repeat claimant | One email reaches your threshold of money promises in 90 days. | No order found | No order number matched and the email has no order in the 90 days before the ticket. | Matched | The ledger agrees with the promise and the promise is inside your policy. Store credit, gift cards and new discount codes do not appear in these exports, so the audit checks them against your policy only. For the full method, read how to audit AI support agent refunds. Using Gorgias? See the Gorgias AI Agent refund audit. Using Stripe outside Shopify? See Stripe refund reconciliation. Last updated 17 Oct 2026 Rate it ## Did the audit help? Tell us straight. With your permission we publish reviews with your first name and company, and only real ones. ★★★★★ What did it find, and what was missing? Name and company (optional) Email (optional, only if you want a reply) You can publish this review on recoupaudit.com with my first name and company. Leave empty Send review Thank you. We read every one. That did not send. Email us instead. --- # Recoup vs Oversai: conversation QA or money audit? URL: https://recoupaudit.com/compare/oversai-alternative/ Updated: 2026-10-17 Recoup / Compare / Oversai # Recoup vs Oversai: conversation QA or money audit? Updated 17 Oct 2026 · 5 min read Oversai and Recoup answer different questions. Oversai is real-time quality assurance for AI support agents: it checks conversations against your knowledge base across Gorgias, Zendesk, Intercom, Kustomer, Sierra, Decagon, Ada and Fin. Recoup checks whether the money an agent promised actually moved in Shopify and Stripe, which Oversai's page does not mention. Many brands with an AI agent touching refunds could use both. We make Recoup, so read this with that in mind. We have tried to describe Oversai the way its own site does (oversai.com, read 17 Oct 2026). Recoup is new and we are onboarding the first brands by hand. Oversai is a live product with public pricing and a wider set of integrations. If anything here is out of date, email support@recoupaudit.com and we will correct it. ## Side by side | | | Oversai | Recoup | Main question | Was the conversation accurate and on-brand? | Did the money the agent promised move correctly? | What it checks | AI agent answers against your knowledge base and quality rules | Money promises in replies against Shopify orders and refunds and Stripe refunds | Help desks | Gorgias, Zendesk, Intercom, Kustomer, Sierra, Decagon, Ada, Fin | Gorgias, Intercom Fin, Zendesk and any help desk that exports tickets | Shopify and Stripe checks | Not mentioned on its page | Yes, this is the whole product | Timing | Real time | After the fact: an audit, then ongoing monitoring | Pricing | $500/mo platform fee billed annually, plus credit packages from $499 to $2,999/mo. Observability $0.03 per interaction. | Free in-browser audit. Free 90-day done-for-you audit. Monitor $500/mo up to 2,000 orders. Monitor Plus $1,500/mo up to 10,000 orders. Invoiced during early access. | Track record | Live product with published integrations | New. No customer results yet. Oversai details from oversai.com, read 17 Oct 2026. Recoup pricing from our pricing section. ## What is the difference between AI agent QA and refund reconciliation? AI agent QA reads the conversation and asks whether it was good: correct facts, right tone, no invented policy, escalated when it should be. The evidence is the transcript and your knowledge base. Refund reconciliation reads the conversation for promises of money, then leaves the conversation and looks at the ledger. The evidence is the Shopify order, the refund records and the Stripe charge. A conversation can pass QA and still fail reconciliation. "I've refunded your $40, sorry for the trouble" is accurate, polite and on-policy. If no refund was created, or two were, only the ledger shows it. The reverse is also true: a conversation can have the right refund behind it and still be rude or wrong about delivery times, which only QA catches. More on this in the glossary. ## When to choose Oversai - Your main worry is what the agent says: invented policies, wrong product facts, tone. - You run several AI agents across Sierra, Decagon, Ada or Kustomer and want one QA layer. - You want checks in real time, while conversations happen. - Your agent does not touch money, or rarely does. ## When to choose Recoup - Your AI agent can cancel, refund, credit, discount or replace on a Shopify store. - You want to know how much money the agent's promises cost or saved, with ticket and order for each case. - You want to start free, on your own exports, before deciding anything. - You want read-only access only. ## When to use both If your agent both answers questions and moves money, the two do not overlap much. QA catches bad answers. Recoup catches bad money. Running the free Recoup audit next to an existing QA tool is a cheap way to see whether the money side needs its own check. ## Other options | | Option | What it does | Price | Zendesk QA, Solidroad, Enterpret, Typewise | Conversation QA and audit rubrics. No ledger matching found on their sites. | Not captured | Intercom audit tab | Logs teammate Shopify refunds, gift cards and replacements in the inbox (Jun 2026). One system, teammates only. | Free with the Shopify app | RefundAudit | Shopify refunds by staff member and channel. Visibility only. | $7.99/mo | ApproveShield | Scores refund requests before approval. | $29 to $199/mo | Do it by hand | Sample tickets and check orders in a spreadsheet. Our guide shows how. | Your time Shopify app prices from each App Store listing, read 17 Oct 2026. See also: Gorgias AI Agent refund audit and AI support agent refund statistics. ## FAQ Is Recoup a replacement for Oversai? Not really. Oversai checks what an AI agent says. Recoup checks whether the money it promised moved in Shopify and Stripe. If you only need one, pick the one that matches your bigger risk. Does Oversai check Shopify or Stripe refunds? Its website did not mention Shopify or Stripe checks when we read it on 17 Oct 2026. Ask Oversai directly, as products change. Can I run Recoup and Oversai together? Yes. Recoup only reads exports or read-only API data, so it does not interfere with a QA tool that reads the same conversations. How does the pricing compare? Oversai lists a $500/mo platform fee billed annually plus credit packages from $499/mo. Recoup's audits are free, and monitoring is $500/mo up to 2,000 orders or $1,500/mo up to 10,000 orders. 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. Contact support@recoupaudit.com. ## See what your agent's promises cost Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Glossary: AI support refunds and reconciliation URL: https://recoupaudit.com/glossary/ Updated: 2026-10-17 Recoup / Glossary # Glossary: AI support refunds and reconciliation Updated 17 Oct 2026 · 6 min read This glossary defines the terms used when checking an AI support agent's refunds against Shopify and Stripe. A "credit not processed" dispute is a chargeback where the customer says a promised refund or credit never arrived; Stripe maps Visa 13.6 and 13.7, Mastercard 4860 and Amex C02, C04 and C05 to it (Stripe docs). The other terms below explain how such gaps arise and how they are found. ## Quick index | | Term | In one line | Recoup flag | Promised-not-issued refund | Told the customer, never paid | Promised, not issued | Duplicate refund | Paid twice for one problem | Issued twice | Wrong-amount refund | Paid more or less than promised | Wrong amount | Off-policy credit or discount | Paid, but against your own rules | Outside policy | Repeat claimant | Same customer, many claims | Repeat claimant | Refund leakage | All money lost to refund errors | Report total | Credit not processed | Dispute over a missing refund | Risk on missing refunds | Idempotency key | Stops a retry from repeating a refund | Context | Resolution, automation, outcome | Ticket closed, not money correct | Context | Agent action vs agent answer | Doing it vs saying it | Context | Refund reconciliation | Matching promises to the ledger | What Recoup does | Read-only access | Can see, cannot change | How Recoup connects ## Failure types ### Promised-not-issued refund A refund, partial refund, store credit or discount that a support agent told the customer they would get, with no matching record in Shopify or Stripe afterwards. This is Recoup's own term. It usually happens when an AI agent writes the promise in a reply but has no action that can carry it out, or hands off to a person who never picks it up. ### Duplicate refund Two or more refunds for one problem on one order. Causes include a tool retrying a refund call after a timeout, an AI agent and a teammate both refunding, or one refund in Shopify and another in the Stripe Dashboard. Each refund looks valid on its own. Only comparing them with the promise shows that one is extra. ### Wrong-amount refund A refund that exists but differs from what was promised. Common causes: refunding the price before an order discount, adding or missing shipping and tax, or using a full refund where a partial one was promised. Recoup compares the refunded amount with the amount written in the reply. ### Off-policy credit or discount A refund, credit or discount code given outside the brand's written rules: after the return window, above an amount ceiling, on a final-sale item, or to a customer already compensated for the same order. The amount can be exactly what was promised and still be a finding, because the promise itself broke policy. ### Repeat claimant A customer who has asked for refunds, credits or replacements several times across orders. An AI agent that treats every conversation fresh cannot see the pattern. Recoup lists repeat claimants with their history so a person can decide. A repeat claim is not proof of abuse; it is a prompt to look. ### Refund leakage The total money a business loses through refunds that should not have happened or should have been smaller: duplicates, overpayments, off-policy refunds and abuse. It is an ecommerce finance term rather than a support term. Missing refunds are the opposite problem, money kept that was owed, and carry dispute and trust costs instead. ## Payments and platform terms ### Credit not processed A card dispute category used when a customer says they were promised a refund or credit and did not receive it. Stripe groups Visa 13.6 and 13.7, Mastercard 4860, and Amex C02, C04 and C05 under it (Stripe docs). A written promise from your own support agent, with no refund behind it, is hard to contest. ### Idempotency key A unique value sent with an API request so that, if the request is retried, the platform performs it only once. Shopify added optional idempotency keys to refundCreate in Admin GraphQL API 2026-01, released 12 Dec 2025, and planned to make them mandatory in 2026-04 (Shopify changelog). They stop retry duplicates, not two separate actors refunding. ## AI agent terms ### Resolution rate, automation rate and outcome Measures of how many conversations an AI agent closes without a person. Vendors define them differently; SaaStr compared 13 vendors on automation rate, with a median of 48% (SaaStr). Intercom bills Fin per outcome. None of these measures checks that money promised in the conversation moved correctly. ### AI agent action vs AI agent answer An action is something the agent does in another system, such as cancelling a Shopify order with a refund. An answer is text it writes to the customer. They can disagree: the agent can write "refunded" without running an action, or run an action that refunds a different amount from the one it wrote. Recoup checks the answer against the ledger. ## Audit terms ### Refund reconciliation Matching each money promise in support tickets with the refunds, credits and discounts recorded in the order system and payment processor, then classifying each as matched, missing, duplicated, wrong amount or outside policy. It differs from AI agent QA, which grades the conversation itself. See Recoup vs Oversai for the comparison. ### Read-only access Access that lets a tool see data but not change it. For Recoup this means exports you download yourself, or API keys and scopes limited to reading tickets, orders, refunds and charges. Read-only access cannot issue refunds, edit orders or reply to customers, and you can revoke it at any time. For the method that uses these terms, see how to audit AI support agent refunds. For sourced numbers, see the 2026 statistics. ## FAQ What is a credit not processed chargeback? A dispute where the cardholder says a promised refund or credit never arrived. Stripe maps Visa 13.6 and 13.7, Mastercard 4860 and Amex C02, C04 and C05 to this category. What is the difference between AI agent QA and refund reconciliation? QA grades what the agent said in the conversation. Refund reconciliation checks whether the money it promised was recorded correctly in Shopify and Stripe. A conversation can pass one and fail the other. Is "promised-not-issued" an industry term? No. It is Recoup's name for a refund or credit an agent promised with no matching record afterwards. We use it because no common term existed. Do idempotency keys stop all duplicate refunds? No. They stop a retried request from running twice. They do not stop an AI agent and a teammate from each issuing a separate refund for the same problem. Who maintains this glossary? Recoup, built by AGUNA Wellness Ltd (RC 9590421). Suggest a term or correction at support@recoupaudit.com. ## Find these in your own tickets Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Audit every refund your Gorgias AI Agent promised URL: https://recoupaudit.com/gorgias-ai-agent-refund-audit/ Updated: 2026-10-17 Recoup / Integrations / Gorgias # Audit every refund your Gorgias AI Agent promised Updated 17 Oct 2026 · 6 min read 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. Promised, not issued ### 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. Issued twice ### 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. Wrong amount ### Ticket 48455, order #10530 Agent quoted $25.00 for a removed item. The Shopify refund was $29.00, the price before the order discount. Outside policy ### 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. Run the audit in your browser →Get the free 90-day audit → --- # Recoup for Gorgias: setup guide URL: https://recoupaudit.com/gorgias-app-setup-guide/ Updated: 2026-10-18 Recoup / Gorgias setup guide # Recoup for Gorgias: setup guide Last updated 18 Oct 2026 Install Recoup from the Gorgias App Store, approve read-only access, then press Run the audit. Recoup reads your recent tickets and the Shopify orders Gorgias already holds, finds every refund, credit or discount an agent promised, and tells you which ones were never paid. Nothing in Gorgias or Shopify is changed. ## What you need - A Gorgias account with admin rights, so you can approve an app. - Shopify connected to Gorgias. Recoup reads orders from the Shopify data Gorgias already shows in the customer sidebar. Without it, Recoup can still list every promise, but cannot check it against an order. ## 1. Install - In Gorgias, open the App Store and find Recoup: AI Agent Refund Audit. - Press the button to connect it. Gorgias asks you to approve read-only access to tickets and customers. Press Allow. - You land on the Recoup report page for your account. ## 2. Run the audit - Pick how many recent tickets to check (100 to 1,000) and whether to check AI Agent replies only or every agent's replies. - Press Run the audit. Recoup reads the tickets, their messages and each customer's Shopify orders through the Gorgias API. A progress bar shows how far it has got. - Large accounts take a few minutes, because Gorgias limits how fast an app may read. ## 3. Read the report - Tickets checked and Money promises: how many tickets were read, and how many contained a refund, store credit, discount or replacement offer. - Mismatches: each promise that was not paid as written in the customer's Shopify order, with the ticket, what was promised, the exact sentence, the order and the reason. - At stake: the total value of the mismatches. - Each mismatch links straight to its Gorgias ticket. Download CSV exports the full list. Matching uses written rules, not a language model. Every finding shows the sentence and the order line behind it. See security and data access. ## Permissions | Scope | Why | tickets:read | Read recent tickets and their messages to find promises. | customers:read | Read the Shopify orders Gorgias holds for each customer. | openid, email, offline | Identify the account and keep the connection without asking you to sign in every day. Recoup asks for no write scopes. It cannot reply to tickets, change tags or touch orders. ## Disconnect Press Disconnect Recoup at the bottom of the report page. Recoup revokes its Gorgias access and deletes the stored token at once. You can also remove the app in Gorgias under Settings, then Integrations. ## Help Email support@recoupaudit.com. We reply within one business day. --- # How to audit the refunds your AI support agent handles URL: https://recoupaudit.com/guides/how-to-audit-ai-support-agent-refunds/ Updated: 2026-10-17 Recoup / Guides / How to audit AI refunds # How to audit the refunds your AI support agent handles Updated 17 Oct 2026 · 6 min read To audit an AI support agent's refunds, export the tickets it closed, pull out every money promise (amount, type and order), match each one to refunds in Shopify and Stripe, and classify it as matched, missing, duplicated, wrong amount or outside policy. Then fix the gaps and change the agent's rules so they stop recurring. You can do this by hand in a spreadsheet with the six steps below. Steps - Export the tickets - Extract the promise - Match to Shopify and Stripe - Classify each promise - Apply your policy rules - Fix and prevent ## Why reading conversations is not enough Most AI agent reviews read transcripts. That catches wrong answers and bad tone. It cannot catch a refund that was promised and never made, because the transcript looks fine. A HackerNoon essay makes the same point about agents in general: an API can return "200 OK" when the wrong thing happened, such as a refund on the wrong transaction or a second refund after a timeout retry (HackerNoon; the author presents these as hypothetical examples). Proof lives in the order system and the payment processor, not in the chat. ## Step 1: Export the tickets the AI agent closed Export 30 to 90 days of tickets where the AI agent replied, with the reply text, ticket ID, customer email, any order number and timestamps. Filter to tickets that mention money: refund, credit, discount, code, gift card, replace, reship, cancel. If the volume is large, take a random sample of 200 money tickets rather than the first 200. ## Step 2: Extract the promise For each ticket, write down what the customer was told in one row: promise type (full refund, partial refund, credit, discount code, replacement), amount, currency, order number and the time of the reply. If the agent hedged ("I've asked the team to refund you"), record it as a promise anyway, because the customer will read it as one. ## Step 3: Match to Shopify refunds and Stripe refunds Find the order in a Shopify orders export and note its refunded amount, financial status and any discount code. If Stripe takes payments directly, find refunds on the customer's charges and note amount, charge, created time and status. Look only at refunds created after the promise. Count how many refunds exist for that order. ## Step 4: Classify each promise Give every row one label: matched, promised but not issued, issued twice, wrong amount, or outside policy. Use the table below as the rule. Where you had to match on email instead of an order number, mark the row for a second look. | | What you see | Label | One refund, same amount, after the promise | Matched | No refund, credit or code after the promise | Promised, not issued | Two or more refunds for one promise, in one system or across Shopify and Stripe | Issued twice | A refund whose amount differs from the promise | Wrong amount | Correct refund that breaks a written rule | Outside policy ## Step 5: Apply your policy rules Write your refund policy as checkable rules: return window in days, maximum amount without approval, final-sale products, and how many claims one customer can make in a period. Run every refund, matched or not, through them. List customers with several claims as repeat claimants; it is a prompt to look, not proof of abuse. ## Step 6: Fix and prevent Issue the missing refunds and tell those customers. Decide whether to recover duplicates or write them off. Then change the agent: escalate any partial refund it cannot action, block refunds outside the window or above a ceiling, and make it say "a teammate will process this" rather than "refunded" when it has not run an action. ## Spreadsheet columns to use A sheet with these columns covers all six steps. Build it once and reuse it each month. | | Column | Filled in at | Example | Ticket ID and link | Step 1 | 48213 | Reply time | Step 1 | 2026-09-14 10:22 | Customer email | Step 1 | a@example.com | Promise type and amount | Step 2 | Partial refund, 18.00 USD | Order number | Step 2 | #10442 | Shopify refunded amount and count | Step 3 | 0.00, 0 refunds | Stripe refund amount, charge, status | Step 3 | none | Label | Step 4 | Promised, not issued | Policy rule broken | Step 5 | none | Money gap | Step 4 | 18.00 owed | Fix and owner | Step 6 | Refund issued, Sam Example values are an illustration, not real data. ## How long does it take? By hand, steps 2 and 3 take the time, because each promise needs reading and a lookup in two systems. As a rough guide, a few hundred tickets can take an afternoon and a few thousand can take a week. That is why sampling makes sense when you check by hand. The in-browser audit runs steps 2 to 5 on your exports automatically, and the files stay in your browser. If you would rather not do it at all, the free 90-day audit is done for you. Recoup is new and we are onboarding the first brands by hand. Help desk notes: Gorgias AI Agent, Intercom Fin, Zendesk AI. Terms are defined in the glossary, and real cases are in the incident log. ## FAQ How do I check whether refunds my AI support agent promised were actually issued? Export the tickets it closed, note each promised amount and order, then look for a matching refund on that order in Shopify, and in Stripe if it takes payments directly. No refund after the promise means promised but not issued. What guardrails should an AI support agent have for refunds? Escalate partial refunds it cannot action, block refunds outside the return window or above a set amount, exclude final-sale items, flag repeat claimants, and never say "refunded" unless an action actually ran. How many tickets should I sample? If you check by hand, a random sample of about 200 money-related tickets per month is a practical start. If you find gaps, widen it or check every ticket with a tool. Is it safe to let an AI agent issue refunds? It can be, with limits on amount and window, escalation for anything it cannot action, and a regular check that the refunds it promised match what was issued. The check is the part most teams skip. Who wrote this guide? Recoup, built by AGUNA Wellness Ltd (RC 9590421). Recoup is new. Questions go to support@recoupaudit.com. ## Skip the spreadsheet Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Your AI agent promised the refund. Did the money move? URL: https://recoupaudit.com/ Updated: 2026-10-17 For Shopify brands running an AI support agent # Your AI agent promised the refund. Did the money move? Recoup reads the tickets your AI support agent closed and checks every refund, credit and discount it promised against Shopify and Stripe. It shows you what never happened, what happened twice, and what broke your policy, with the dollar amount on each. Run a free audit in your browser → Have us run it for you No signup. Your files never leave your browser. How Recoup works, in 44 secondsPlay with sound Works with exports from - Gorgias - Intercom - Zendesk - Shopify - Stripe Product names and logos belong to their owners. Recoup reads your exports from these tools and is not affiliated with or endorsed by them. The gap ## AI agents close the ticket. Nobody checks the money. Your help desk marks a ticket solved the moment the agent replies. The refund, the credit or the replacement happens in another system. Nothing lines the two up, so the misses only show up as angry follow-ups and chargebacks. Promised, not issued ### The refund that never happened "I've refunded your order." The order still shows $0.00 refunded. The customer waits, then disputes the charge. Issued twice ### The refund that happened twice A timeout and a retry, and the same $72.00 goes back twice. Or a whole order refunded when one item was promised. Outside policy ### The credit nobody approved 40% off when your policy says 15%. Store credit above your limit. The fourth refund this quarter to the same email. How it works ## Three exports in. One list of money mistakes out. 01 ### Drop in your exports Closed tickets from Gorgias, Intercom or Zendesk. Orders from Shopify. Payments and refunds from Stripe if you use it. No logins, no app to install. 02 ### Every promise gets matched Recoup finds each sentence where the agent promised money, ties it to the order and the payment, and checks it against your written policy. Plain rules, so the same files always give the same answer. 03 ### You get the list The ticket, the exact sentence, what the ledger shows, and the money at stake. Download it as a CSV or print the report, then fix each one in your own admin. | | Ticket | The agent said | The ledger shows | Status | At stake | #20418 | "I've refunded your order, you'll see it in 3 to 5 days." | Order #4821, $0.00 refunded | Promised, not issued | $84.00 | #20397 | "Your refund is on its way." | Two Stripe refunds of $72.00 in 4 minutes | Issued twice | $72.00 | #20376 | "Refund processed for the jacket." | $129.00 refunded, jacket was $64.00 | Wrong amount | $65.00 | #20391 | "Here's 40% off as an apology." | Your policy caps apology codes at 15% | Outside policy | $31.60 | #20402 | "Refund issued for the shirt." | $42.00 refunded on the right line | Matched | $0.00 Illustration in the real report format. Try it on sample data in the in-browser audit. Works with ## The agents and ledgers you already use. Recoup reads; it never writes. Anything it finds, your team fixes in your own Shopify or Stripe admin. All integrations → | | Tool | What Recoup reads | Gorgias AI Agent | Closed tickets and the agent's replies | Intercom Fin | Conversations Fin resolved | Zendesk AI agents | Solved tickets and comments | Shopify | Orders, refunds, discounts | Stripe | Payments and refunds Pricing ## Start free. Pay only if it keeps finding money. ### Audit it yourself $0 In your browser, on your own exports. - Every money promise checked - CSV and printable report - Files never leave your browser Run the audit ### Done for you, 90 days $0 while we onboard We run it on your last 90 days and walk you through it. - All AI-closed tickets, not a sample - Your refund policy written into the rules - Report in 5 business days Request the audit ### Monitor $500 / month Up to 2,000 orders a month. Monitor Plus: $1,500 up to 10,000. - Weekly checks and an agent error rate - New mistakes flagged within days - Cancel any month Talk to us ### No model moves a dollar Finding promises and matching them to the ledger is written rules, not a language model. Every finding shows the sentence and the ledger line behind it. ### Read-only, always Recoup never issues, edits or reverses a refund. The self-serve audit does not even upload your files. ### New, and honest about it We are onboarding our first brands by hand. No customer logos or quotes here until real customers say we can use them. Reviews come from the rating box on the audit page. Free 90-day audit ## Have us run it on your store. Tell us where to send the instructions. We reply within one business day with exactly which exports to send. Leave empty Work email Store URL Help desk and AI agentGorgias AI AgentIntercom FinZendesk AIOther Orders a monthUnder 2,0002,000 to 10,000Over 10,000 Request my audit Thanks. Check your inbox within one business day. That did not send. Email support@recoupaudit.com instead. Questions ## Straight answers What does Recoup check? Every ticket your AI support agent closed where money was promised: refunds, partial refunds, store credit, discount codes, replacements and cancellations. Each promise is matched to the Shopify order and to Stripe refunds, and flagged if it was never issued, issued twice, issued for the wrong amount, or outside your written policy. Is the in-browser audit really free, and do my files leave my computer? Yes, it is free with no signup. The audit at recoupaudit.com/audit runs entirely in your browser. Your ticket, order and payment exports are read on your own machine and nothing is uploaded to us. Which help desks and AI agents does it work with? Gorgias AI Agent, Intercom Fin and Zendesk AI agents on Shopify stores, with Shopify Payments or Stripe. Any help desk that can export tickets with the agent's replies works, including Kustomer, Gladly, Re:amaze, Sierra, Siena and Yuma. Does Recoup need write access to my store? No. The self-serve audit uses exports. The done-for-you audit and monitoring use exports or read-only access. Recoup never issues, edits or reverses a refund; your team fixes anything it finds in your own admin. Does an AI decide what is a mistake? No. Finding the promise and matching it to the ledger is plain, deterministic code with written rules, so the same files always give the same result. You can see the exact sentence and the exact ledger line behind every finding. How much does it cost? The in-browser audit is free. The done-for-you 90-day audit is free while we onboard our first brands. Weekly monitoring is $500 a month up to 2,000 orders a month and $1,500 a month up to 10,000. Larger stores are priced by volume. Who is behind Recoup? Recoup is built by AGUNA Wellness Ltd (RC 9590421), a software company in Abuja, Nigeria, which also makes the AGUNA app. Recoup is new: we are onboarding the first brands by hand and will publish anonymised audit numbers once there are enough to be meaningful. Read more: how to audit your AI agent's refunds · AI support refund statistics 2026 · incident log · glossary --- # Integrations URL: https://recoupaudit.com/integrations/ Updated: 2026-10-17 Recoup / Integrations # Integrations Updated 17 Oct 2026 Recoup reads three things: the tickets your AI support agent closed, your Shopify orders and refunds, and, if you use it, your Stripe refunds. It matches each money promise in a ticket to what happened in Shopify and Stripe. All access is read-only: Recoup never replies to customers, edits orders or moves money. ## Help desks ### Gorgias AI Agent Reads tickets AI Agent replied to: reply text, ticket ID, customer email, order number and times. Checks cancel, remove-item and replace refunds against Shopify. ### Intercom Fin Reads conversations Fin handled. Checks Shopify refunds, gift cards and any promised Stripe refund, which Fin cannot issue itself. ### Zendesk AI Reads tickets the AI agent replied to. Catches partial refunds promised in text that the native full-refund action cannot deliver. ### Any help desk that exports tickets Kustomer, Gladly, Sierra, Siena, Yuma, Re:amaze and others. If you can export tickets with the reply text, customer email and times, Recoup can read them. ## Order and payment systems ### Shopify Reads orders, refunds, transactions, discounts, gift cards and store credit. The in-browser audit needs only the standard orders export. ### Stripe Reads refunds and the charges they belong to. Optional, for brands where Stripe takes payments directly or the team refunds from the Stripe Dashboard. ## What is read, and how | | System | Data read | How you connect | Write access | Help desk | Ticket ID, AI agent reply text, customer email, order number, times | Export, or read-only API access | Never | Shopify | Orders, refunds, transactions, discounts, gift cards, store credit | Orders export, or read-only API access | Never | Stripe | Refunds, charges, disputes, customers | Export, or a restricted key set to Read | Never With the in-browser audit, you download the exports yourself and load them in the page. Nothing is uploaded: the matching runs in your browser. With the free 90-day audit, you send exports or create read-only access that you can revoke at any time. How we handle that data is in the privacy policy. Recoup is new. We are onboarding the first brands by hand, and listings in the Shopify, Gorgias, Zendesk and Stripe app stores are not live yet. ## Start with your own exports Run the audit in your browser, or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Check Fin's refunds against Shopify and Stripe URL: https://recoupaudit.com/intercom-fin-refund-audit/ Updated: 2026-10-17 Recoup / Integrations / Intercom Fin # Check Fin's refunds against Shopify and Stripe Updated 17 Oct 2026 · 5 min read Intercom Fin can issue a Shopify refund through an action and send a gift card through a template, while its Stripe templates are read-only, according to a comparison of help desk AI agents published by Macha (vendor source, checked 28 Sep 2026). Intercom bills from $0.99 per Fin outcome (Intercom pricing). A billed outcome means the conversation was resolved, not that the money moved correctly, so Recoup checks each Fin promise against Shopify and Stripe. Recoup is new and we are onboarding the first brands by hand. This page sets out what we check and why. It does not claim results we do not have. ## What Fin can do with money The capability column comes from Macha's matrix, which was built from vendor docs. Macha sells a competing agent, so treat it as a useful map and confirm against your own Intercom setup. | | Money move | Fin capability (per matrix) | What Recoup checks | Shopify refund | Documented refund action | A refund exists on the order, equals the amount Fin quoted, and exists only once. | Gift card | Template | A gift card or credit for the promised amount was issued to the same customer. | Stripe refund | Templates are read-only | Fin can look things up in Stripe but not refund there. Any Fin reply that promises a Stripe refund needs a person, so Recoup checks one followed. | Discount or store credit in text | No action | Matched like any promise: is there a code or credit on a later order or the customer record? Source: Macha, help desk AI agents that take actions (vendor, about competitors), checked 28 Sep 2026. ## Intercom's audit tab and Recoup do different jobs On 17 Jun 2026 Intercom shipped Shopify refunds, gift cards and replacement orders inside the inbox. Every action needs a reason and is logged in a filterable, exportable auditing tab (Intercom changelog). The post covers teammates, not Fin. That tab is useful and free with the Shopify app. Use it. | | | Intercom audit tab | Recoup | Who is covered | Teammates acting in the inbox | Fin's promises, plus any refund on the order, whoever made it | Systems | Intercom's record of inbox actions | Tickets, Shopify orders and refunds, Stripe refunds | Question it answers | Who did what, and why? | Did what the customer was told match what the ledger shows? | Catches a promise with no action | No, there is no action to log | Yes, that is the main check | Catches a refund made twice in two systems | Only the inbox side | Yes, by comparing both systems ## Outcome pricing is not a refund check Fin pricing starts at $0.99 per outcome, and seats are $29 (Essential), $85 (Advanced) or $132 (Expert) per seat per month (Intercom pricing, read 17 Oct 2026). Outcome billing is a fair model: you pay when Fin resolves something. But "resolved" is judged from the conversation. If Fin tells a customer "your refund of $40 is on its way" and the customer says thanks, the conversation looks resolved. Nothing in the conversation itself shows whether a refund was created. Only Shopify or Stripe can show that. For context, SaaStr measured Intercom's automation rate at 42% over four weeks, against a median of 48% across 13 vendors (SaaStr, 6 Oct 2026). Whatever the rate, every automated conversation that touches money is one a person did not read. ## The checks Recoup runs on each Fin conversation - Did Fin promise money? Refund, partial refund, gift card, store credit, discount code or replacement. - What amount, on which order, for which customer? - Is there a matching refund or credit in Shopify, or a Stripe refund on the right charge? - Is there more than one refund for the same order or line? - Does the amount match the promise, including tax and shipping? - Is it inside your written policy: return window, amount ceiling, final-sale items? - Has this customer claimed before? Repeat claimants are listed with their history. The method behind these checks is written up step by step in how to audit AI support agent refunds. The terms are defined in the glossary. ## Setup - Try it yourself first. Export the conversations Fin handled, export Shopify orders, and optionally export Stripe refunds. Load them into the in-browser audit. Nothing is uploaded to us. - Or ask for the free 90-day audit. Send the same exports, or create read-only access we can use. We never ask for permission to send messages, edit orders or move money. - Read the report. Each finding lists the conversation, the order, the promise and the gap. You fix what needs fixing in Shopify or Intercom. - Decide on monitoring. If the audit finds enough to matter, monitoring starts at $500 a month for up to 2,000 orders. If it finds nothing, you have a clean bill of health and owe nothing. Using another help desk too? See Gorgias AI Agent, Zendesk AI agents and Stripe refund checks. ## FAQ Can Intercom Fin issue Shopify refunds? Per Macha's vendor matrix (checked 28 Sep 2026), Fin has a documented Shopify refund action and a gift card template, while its Stripe templates are read-only. Check your own Intercom workspace, because what Fin can do depends on how you set up its procedures. Does Recoup replace Intercom's Shopify audit tab? No. The audit tab logs what teammates did in the inbox. Recoup compares what Fin told customers with what Shopify and Stripe actually show. Keep both. Is a Fin outcome the same as a correct refund? No. An outcome is billed when Fin resolves the conversation. A conversation can end politely with a refund promised and none created. Recoup checks the ledger, not the tone of the conversation. Does Recoup change anything in Intercom? No. Recoup reads conversations and never replies, closes, tags or refunds. For the done-for-you audit we use exports or read-only access that you create and can revoke at any time. 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. Write to support@recoupaudit.com with questions. ## Check Fin's refunds Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Privacy policy URL: https://recoupaudit.com/privacy/ Updated: 2026-10-17 Recoup / Privacy # Privacy policy Last updated 17 Oct 2026 The in-browser audit uploads nothing. The lead form stores what you type and emails it to us. Data you send for a done-for-you audit is used only for your report and deleted 30 days after delivery, unless you keep Recoup. We do not sell or share data. ## Who we are Recoup is run by AGUNA Wellness Ltd (RC 9590421), Flat 6, Plot 084 C4 M/Odili River Park, Lugbe, Abuja, FCT, Nigeria. AGUNA Wellness Ltd is the controller of the personal data described here. Contact: support@recoupaudit.com. ## The in-browser audit The audit at /audit/ processes the files you choose on your own device, inside your browser. The files and the results are not uploaded to us or anyone else. ## The lead form When you ask for the free audit, we store the email address and the answers you give (store or app, help desk or billing system, order or subscription volume) and email them to support@recoupaudit.com. We use them only to reply to you and to run the audit you asked for. ## Done-for-you audit data If you send exports or give us read-only access for an audit, we use that data only to produce your report. We delete it 30 days after we deliver the report, unless you continue with a Recoup plan, in which case we keep it for as long as the plan runs. You can ask us to delete it sooner at any time. ## Sharing and cookies - We do not sell personal data, and we do not share it with anyone for their own use. - We use no cookies, apart from any involved in serving our fonts from Google Fonts. Google Fonts receives your IP address when your browser loads them. ## Your rights You can ask to see, correct or delete the personal data we hold about you by writing to support@recoupaudit.com. --- # AI support agents and refunds: the 2026 numbers URL: https://recoupaudit.com/research/ai-support-agent-refund-statistics/ Updated: 2026-10-17 Recoup / Research / Refund statistics 2026 # AI support agents and refunds: the 2026 numbers Updated 17 Oct 2026 · 5 min read AI handled an average of 31% of customer interactions for ecommerce brands in 2025 (Gorgias), and the median AI support vendor automated 48% of conversations in SaaStr's October 2026 data (SaaStr). No public source yet measures how often the refunds these agents promise are issued correctly. This page collects the numbers that do exist, each linked to its source, and will add Recoup's own anonymised audit data once audits have run. On this page - Adoption - Automation and resolution rates - Customer trust and wrong answers - Incidents with money attached - Platform rules on refunds - Recoup's own data ## How much support do AI agents handle? | | Figure | Value | Source | Share of ecommerce customer interactions handled by AI, 2025 average | 31% | Gorgias, 2026 (vendor) | Share that companies with $100M+ revenue expect AI to handle within two years | at least 53% | Gorgias, 2026 (vendor) | Conversations on Gorgias in 2025 | 350M+ | Gorgias, 2026 (vendor) | Brands in the Gorgias dataset, plus a survey of 400 decision-makers | 16,000+ | Gorgias, 2026 (vendor) | Common service issues Gartner predicts agentic AI will resolve without a human by 2029 | 80% | Gartner, 5 Mar 2025 | Reduction in operational costs Gartner links to that prediction | 30% | Gartner, 5 Mar 2025 Gorgias is a help desk vendor reporting on its own customers, so treat its figures as vendor data. The Gartner figure is a prediction, not a measurement. ## What resolution rate do Gorgias, Sierra and Intercom AI agents get? SaaStr pooled four weeks of data across 13 vendors and published it on 6 Oct 2026. The top five averaged 70%, the median vendor was 48% and the volume-weighted rate was 46%. | | Vendor | Automation rate | Rep AI | 75% | Decagon (34 conversations) | 73% | Yuma | 71% | Ada | 68% | Gorgias | 64% | DigitalGenius | 50% | Sierra | 48% | Siena | 46% | Kodif | 44% | Intercom | 42% | Zendesk | 37% | Envive | 22% | Klaviyo | 21% Source: SaaStr, 6 Oct 2026. The Decagon figure rests on 34 conversations, a small sample. An automation rate says a conversation ended without a person. It says nothing about whether money promised in it moved correctly. That gap is what the glossary calls the difference between resolution and a correct outcome. ## How often do AI support bots give customers wrong information? | | Figure | Value | Source | Customers who say they have received incorrect information from an AI self-service bot | 53% | Shep Hyken, 2026 | Customers who say offering a human option is essential when using GenAI | 87% | Gartner, 4 Aug 2026 | Customers who say interactions are easier with GenAI | 50% | Gartner, 4 Aug 2026 | Customers in the Gartner survey (B2B and B2C, Feb to Mar 2026) | 3,566 | Gartner, 4 Aug 2026 Hyken's figure is from his 2026 State of Customer Service and CX research, reported in an article dated 25 Mar 2026. It covers incorrect information in general, not refunds specifically. ## Has a company paid because of a chatbot's refund promise? Yes. The cases below have a money figure attached. The full list, with cases that had no money figure, is in the incident log. | | Case | Money | Outcome | Source | Air Canada chatbot promised a bereavement discount after travel | $483 plus fees | Tribunal ordered Air Canada to pay | Yahoo News / CP, 19 Feb 2024 | Priceline "Penny" called a non-refundable GBP386.91 booking eligible for a full refund | GBP363.11 | Paid nearly six months after booking, after press coverage | Vibe Graveyard (secondary, citing The Telegraph) | Chevrolet dealer chatbot agreed to sell a 2024 Tahoe for $1 | $1 offer | Logged as AI Incident Database incident 6228 | AIID ## Platform rules that affect refund errors | | Rule | Date | Source | Shopify adds optional idempotency keys to refundCreate in Admin GraphQL API 2026-01, to prevent duplicates on retry. Planned to become mandatory in 2026-04. | 12 Dec 2025 | Shopify changelog | Shopify App Store requirement 1.1.15: refunds only through the original payment processor; store credit via refundCreate or returnProcess. | 22 Apr 2026 | Shopify changelog | Stripe "credit not processed" dispute category covers Visa 13.6 and 13.7, Mastercard 4860, Amex C02, C04 and C05. | Current | Stripe docs ## Recoup's own data Recoup is new and has no aggregate data yet. We are onboarding the first brands by hand. Once at least 10 audits have run, we will publish anonymised totals here: the share of AI-closed money promises that were never issued, issued twice, issued for the wrong amount or outside policy, and the median money gap per 1,000 orders. No brand will be named, and no figure will be published from fewer than 10 audits. Until then, the best way to get a number for your own store is to run the in-browser audit on your exports, or follow the manual method. ## How this page is kept Every figure was read on the linked page on or before 17 Oct 2026. Vendor numbers are labelled as vendor numbers and secondary sources as secondary. We leave out figures we could not trace to a source. We review this page at least every 60 days. To report an error or a new source, email support@recoupaudit.com. ## FAQ What share of ecommerce support do AI agents handle? An average of 31% of customer interactions in 2025, according to Gorgias' State of Conversational Commerce 2026, which covers 16,000+ brands. That is vendor data. What is a typical AI support automation rate? In SaaStr's October 2026 data across 13 vendors, the median was 48% and the volume-weighted rate 46%. The top five averaged 70%. How often do AI bots give customers wrong information? 53% of customers told Shep Hyken's 2026 research they had received incorrect information from an AI self-service bot. It measures customer experience, not error rates per conversation. Is there data on how often AI-promised refunds go wrong? Not publicly, as of 17 Oct 2026. Recoup will publish anonymised totals here once at least 10 audits have run. Can I use these numbers? Yes. Please cite the original source linked next to each figure, and this page if it helped you find it. ## Get the number for your own store Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Security and data access: is Recoup read-only? URL: https://recoupaudit.com/security/ Updated: 2026-10-17 Recoup / Security # Security and data access: is Recoup read-only? Updated 17 Oct 2026 · 4 min read Yes. Recoup is read-only and never moves money. The audit at /audit/ runs entirely in your browser, so your files never leave it. During early access, the done-for-you audit works from exports you send us: a ticket export, a Shopify orders export and an optional Stripe export. We never ask for passwords or write access. If you prefer, you can create a read-only API user yourself instead and delete it afterwards. Recoup is new. We are onboarding the first brands by hand, and this page describes exactly how that works today. If anything changes, this page changes first. ## What Recoup can see, and what it cannot do | | Part of Recoup | What Recoup can see | What Recoup cannot do | How you can check | In-browser audit at /audit/ | Nothing. Your browser reads the files on your device and shows the results on your screen. | Upload, store or send your files anywhere | Open your browser's developer tools, choose the Network tab, then run the audit. No request carries your files. | Done-for-you audit, early access | Only the exports you choose to send: tickets, Shopify orders and, if you want, Stripe payments | Log in to your help desk, store or Stripe account. Exports by default; read-only access only if you prefer it and create it yourself. | You pick the date range and columns before you send each file. | Your store, help desk and payments | Nothing directly | Issue, edit or reverse a refund, reply to a customer, close a ticket or change an order. Recoup never asks for write access and never moves money. | No Recoup app or key appears in your Shopify, help desk or Stripe settings. | Lead form at /#start | Your email, store URL, help desk and order volume, as you enter them | See anything in your store from the form | The form has four fields: email, store URL, help desk and orders a month. That is all it sends. | This website | Normal web requests to our host, Hostinger | Track you with analytics cookies or third-party trackers. There are none. | The Network tab shows requests only to recoupaudit.com and Google Fonts. Source: how Recoup works on 17 Oct 2026. Data handling and retention are set out in our privacy policy. ## The in-browser audit: files never leave your browser The audit page loads its code once. After that, the files you choose are read by your own browser. The matching runs on your device, and the findings stay on your screen until you export them as a CSV, which saves to your own computer. Nothing is uploaded to us or anyone else. The "Try it with sample data" button is the one exception: it downloads our own sample files from recoupaudit.com, not yours. ## The done-for-you audit: exports, or read-only access you control During early access we run the free 90-day audit by hand, from exports you create yourself: - A ticket export from Gorgias, Zendesk, Intercom or another help desk, with the agent's replies. - A Shopify orders export for the same period. - A Stripe export, only if Stripe processes some of your payments. By default we work from exports, and we never ask for passwords or write access. If sending exports is a hassle, you can instead create a read-only API user or token in your help desk yourself, give it to us, and delete it when the audit ends. You choose what goes in each file and can remove columns we do not need before you send it. We use the files only to produce your report. How long we keep them is in the privacy policy. Recoup never asks for write access and never moves money. When it finds a refund that is missing, doubled or wrong, it tells you the ticket, the order and the amount. A person on your team decides what to do and does it in your own admin. ## Recoup for Gorgias: read-only by design Recoup for Gorgias connects through Gorgias's own OAuth sign-in. It asks only for these permissions: openid, email, offline, tickets:read and customers:read. That lets it read tickets, their messages and the Shopify orders Gorgias already shows for each customer. It cannot reply, tag, close, refund or change anything. - The access token is stored on our server, outside the public web folder, and is used only when you press Run the audit. - Ticket and order data is read for the audit and is not stored: the report is built in your browser. - Disconnect Recoup from the report page or remove it in Gorgias under Settings, Integrations. Disconnecting revokes the access and deletes the stored token. ## Where the site runs and what it collects - Hosting: the site is hosted on Hostinger. - Lead form: when you ask for the free audit, the form stores your email, your store and the fields you typed in a file on our server, and emails them to support@recoupaudit.com, with a copy to our company inbox, support@aguna.app. That is how we reply. - Cookies and tracking: no analytics cookies and no third-party trackers. The only outside service the pages load is Google Fonts, for the typefaces. ## Who we are and how to reach us Recoup is built by AGUNA Wellness Ltd (RC 9590421), Abuja, Nigeria. For security questions, or to report a problem, email support@recoupaudit.com. Related reading: the read-only access definition, integrations and how to audit AI support agent refunds by hand. ## FAQ Is Recoup read-only? Yes. Recoup reads exports of tickets, orders and payments. It never asks for write access, and it cannot issue, edit or reverse a refund, reply to a customer or change an order. Your team fixes anything it finds in your own admin. Does Recoup need write access to my Shopify store? No. Recoup never asks for write access to Shopify, your help desk or Stripe. The browser audit works from export files. The Recoup for Gorgias app connects to Gorgias with read-only permissions and reads the Shopify orders Gorgias already holds. Do my files leave my browser when I use the audit? No. The audit at recoupaudit.com/audit runs entirely in your browser. Your ticket, order and payment exports are read on your own device and are not uploaded to us or anyone else. Do you need passwords or write access for the free 90-day audit? No. During early access the done-for-you audit uses exports you send: a ticket export, a Shopify orders export and, if you want, a Stripe export. If you prefer, you can create a read-only API user yourself and delete it after the audit. We never ask for passwords or write access. Does the site use cookies or trackers? No analytics cookies and no third-party trackers. The only outside service the pages load is Google Fonts, for the typefaces. Who is behind Recoup? Recoup is built by AGUNA Wellness Ltd (RC 9590421), a company in Abuja, Nigeria. Recoup is new, and we are onboarding the first brands by hand. Security questions go to support@recoupaudit.com. ## Start without sharing anything Run the audit on your own exports, with files kept in your browser. Or send us exports and we run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Reconcile support tickets with Shopify refunds URL: https://recoupaudit.com/shopify-refund-reconciliation/ Updated: 2026-10-17 Recoup / Integrations / Shopify # Reconcile support tickets with Shopify refunds Updated 17 Oct 2026 · 5 min read Shopify refund reconciliation for AI support means matching every ticket where an agent promised money to the refunds, credits and discounts that actually exist on the Shopify order. It finds three kinds of failure: refunds promised but never issued, refunds issued twice or for the wrong amount, and refunds or credits outside your written policy. Recoup does this with read-only access, from exports or the API. Recoup is new. We are onboarding the first brands by hand, so there are no customer results on this page, only the method. ## The three failure types | | Failure | What it looks like | How it is found | Promised, not issued | The agent wrote "I've refunded $18 for shipping". The order shows no refund. | A promise in the ticket with no refund, credit or code on the order after the ticket date. | Issued twice Wrong amount | Two refunds for one problem, or a refund larger or smaller than the promise. | Count refunds per order and line. Compare each amount to the promised amount. | Outside policy | A refund on a final-sale item, after the return window, or above your ceiling. | Apply your written rules to each refund: window, ceiling, excluded products, repeat claims. Each one costs money in a different way. A missing refund costs a customer and can turn into a credit not processed dispute. A duplicate or oversized refund is cash out of the door. An off-policy refund teaches customers that the policy is optional. ## What Recoup reads in Shopify Recoup only reads. It never creates refunds, edits orders or issues credit. | | Shopify data | Why Recoup reads it | Orders | To find the order named in the ticket, its total, items, customer and dates. | Refunds | To see what was refunded, when, for which lines and how much. | Transactions | To confirm the refund went back through a payment, and which gateway. | Discounts | To match promised discount codes to later orders. | Gift cards and store credit | To match promised credit to what was issued. The in-browser audit works from the standard Shopify orders export, which is enough for most checks. The done-for-you audit can also read the objects above through read-only API access. ## How do I prevent duplicate refunds on Shopify? Shopify added optional idempotency keys to the refundCreate mutation in Admin GraphQL API version 2026-01, released 12 Dec 2025, "to prevent duplicate operations when you retry". Shopify planned to make them mandatory in version 2026-04 (Shopify changelog). That is a real fix for one cause: a tool retrying the same refund call after a timeout. It does not cover: - Refunds made before the change, or by tools still on older API versions. - Two different actors refunding the same problem: the AI agent through its action and a teammate by hand. Those are two separate, valid calls. - A refund in Shopify plus a second refund made directly in a payment processor dashboard. Prevention reduces duplicates. Detection after the fact catches the rest. Recoup is the detection side. ## Shopify App Store rule 1.1.15 From 22 Apr 2026, published Shopify apps must process refunds only through the original payment processor, and store credit given during refunds must use refundCreate or returnProcess (Shopify changelog). This makes refunds made by apps easier to trace on the order. It also means a "refund" an agent promises as an off-platform credit should now show up as a Shopify refund or credit if it happened at all. ## How Recoup compares with Shopify refund apps A few Shopify apps launched in 2026 give refund visibility. They are useful and cheap. The difference is that they look at refunds alone, while Recoup starts from what the customer was told. | | Tool | What it does | Price | RefundAudit | Refunds by staff member and channel, 60-day import. Visibility only. Launched 14 Jul 2026. | $7.99/mo | LeakScout Refund Monitor | Refund leakage by SKU and discount, CSV actions. Launched 27 May 2026. | From $5/mo | ApproveShield | Scores refund requests before approval. Before the fact, where Recoup is after. | $29 to $199/mo | Recoup | Matches each ticket promise to the order, refunds and Stripe. Flags missing, duplicate, wrong-amount, off-policy and repeat claims. | Free audit, then from $500/mo App details from each Shopify App Store listing, read 17 Oct 2026. Recoup pricing on the home page. A staff-level refund report tells you who refunded. It cannot tell you that a refund was promised and never made, because a missing refund leaves no row. That needs the ticket. ## The free 90-day audit, step by step - Send a Shopify orders export covering 90 days, or create read-only access. - Send the matching ticket export from your help desk: Gorgias, Intercom, Zendesk or any help desk that exports tickets. - Add a Stripe export if Stripe takes any of your payments (why). - Share your written refund policy. - Get a report with every finding, its ticket and order, and totals by type. ## FAQ Does Recoup need write access to my Shopify store? No. Recoup reads orders, refunds, transactions, discounts and credit. It never creates refunds or edits orders. The in-browser audit needs no access at all, only an orders export you download yourself. How does Recoup catch duplicate refunds? It counts refunds per order and per line, then compares them with the promise in the ticket. Two refunds where one was promised, or a refund in Shopify plus one in Stripe for the same problem, are flagged. Is Recoup a Shopify app? Not yet. Today it works from exports in your browser, or from exports and read-only access in the done-for-you audit. A listed Shopify app is planned and will request read-only scopes. Does it work if I do not use Shopify Payments? Yes. Refunds recorded on the Shopify order are read whatever the gateway. If Stripe processes payments directly, add a Stripe export so refunds made there are matched too. 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. Contact support@recoupaudit.com. ## Reconcile your Shopify refunds Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Match AI support promises to Stripe refunds URL: https://recoupaudit.com/stripe-refund-reconciliation/ Updated: 2026-10-17 Recoup / Integrations / Stripe # Match AI support promises to Stripe refunds Updated 17 Oct 2026 · 5 min read When an AI support agent tells a customer a refund is on its way and no refund follows, the customer can ask their bank to dispute the charge, and Stripe files that under "credit not processed" (Stripe docs). Recoup matches each money promise in your tickets to Stripe refunds by charge, amount and time, so missing, duplicate and wrong-amount refunds show up before a dispute does. Recoup is new. We are onboarding the first brands by hand, so this page describes the method rather than results. ## Why Stripe matters for Shopify brands If every payment runs through Shopify Payments, the Shopify order holds most of what you need. Many brands have a second money trail in Stripe: - Checkouts that use Stripe directly rather than Shopify Payments. - Subscriptions, memberships or pre-orders billed in Stripe. - Headless storefronts where Stripe takes the payment and Shopify holds the order. - Refunds a teammate issues straight from the Stripe Dashboard, which may never show on the Shopify order. In each case a promise can be kept in one system and missed, or repeated, in the other. Recoup reads both and lines them up. The Shopify side is covered on Shopify refund reconciliation. ## What is a "credit not processed" dispute? It is the dispute category a card network uses when a customer says they were promised a refund or credit and did not get it. Stripe groups several network reason codes under it. | | Card network | Reason codes Stripe maps to "credit not processed" | Visa | 13.6, 13.7 | Mastercard | 4860 | American Express | C02, C04, C05 Source: Stripe, dispute categories. Checked 17 Oct 2026. Stripe lists further codes for other networks. A written promise from your own support agent, with no refund behind it, is hard to defend. Companies have already been held to what their chatbot said: see the incident log, starting with the Air Canada tribunal case. ## How refunds get issued twice An essay on HackerNoon describes a failure that returns success: an agent calls a refund API, the call times out, the agent retries, and both calls go through. The same essay describes a refund applied to the wrong transaction that also reports success (HackerNoon). The author presents both as hypothetical, not as real incidents, and we do the same here. The point holds anyway. A successful API response proves the call was accepted. It does not prove the right amount went to the right charge once. Two other routes to a double refund need no bug at all: a teammate and an agent both acting on the same ticket, or one refund in Shopify and another in the Stripe Dashboard. ## What Recoup compares For each promise found in a ticket, Recoup looks for Stripe refunds on the customer's charges and compares these fields. | | Stripe refund field | Compared with | Flag if it differs | amount | The amount promised in the reply | Wrong amount | charge | The charge for the order named in the ticket | Wrong charge | created | The time of the reply that made the promise | Promised, not issued if none after it | status | "Refunded" in the reply | Not issued if failed or still pending | metadata | Order number and ticket ID, where your tools write them | Used to raise match confidence | Count per charge | One expected refund | Issued twice Each refund is also checked against your written policy (window, amount ceiling, excluded items) and against the customer's earlier claims, so repeat claimants are listed. ## Read-only setup For the in-browser audit, export refunds and payments from the Stripe Dashboard and load the file with your ticket and Shopify exports. Files never leave your browser. For the done-for-you audit, you can send the same export, or create a restricted API key. Stripe restricted keys let you set each resource to None, Read or Write. Give Read on charges, refunds, disputes and customers, and None on everything else. Name it "Recoup audit" so it is easy to find, and delete it whenever you like. We never ask for Write. Stripe also limits what third-party apps may call themselves on its App Marketplace: public app names cannot contain "Stripe", "app", "free" or "paid" (Stripe docs). Any Recoup listing there will follow that rule. Until then, access is by export or restricted key. More: the full audit method and the glossary. ## FAQ Can Recoup issue or reverse Stripe refunds? No. Recoup only reads. It reports what is missing, duplicated or wrong, and you fix it in Stripe or Shopify. A restricted key with Read access is all the done-for-you audit needs. What is a credit not processed chargeback? A dispute where the customer says a promised refund or credit never arrived. Stripe maps Visa 13.6 and 13.7, Mastercard 4860 and Amex C02, C04 and C05 to this category. Do I need Stripe if I use Shopify Payments? No. If every payment and refund goes through Shopify Payments, the Shopify export covers it. Add Stripe only if it takes payments directly, bills subscriptions, or your team refunds from the Stripe Dashboard. How does Recoup tell a duplicate from two genuine refunds? It compares refunds with the promises in the tickets. Two refunds on one charge with one promise is flagged. Two refunds that match two separate promises are not. 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. Contact support@recoupaudit.com. ## Check your Stripe refunds Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit → --- # Terms of service URL: https://recoupaudit.com/terms/ Updated: 2026-10-18 Recoup / Terms # Terms of service Last updated 18 Oct 2026 ## Who we are Recoup is provided by AGUNA Wellness Ltd (RC 9590421), Flat 6, Plot 084 C4 M/Odili River Park, Lugbe, Abuja, FCT, Nigeria ("we"). Contact: support@recoupaudit.com. ## What Recoup does Recoup checks the refunds, credits and discounts promised in support conversations against your order and payment records, and reports the differences. It covers the in-browser audit at /audit/, the done-for-you audit, the Monitor plans and Recoup for Gorgias. ## Read-only Recoup never issues, edits or reverses a refund, and never changes data in your help desk, store or payment provider. Any action you take on a finding is your own decision. ## Your data You keep all rights to your data. We use it only to produce your reports, as set out in the privacy policy. You confirm you have the right to share the data you give us. ## Accuracy Findings are produced by written rules and show the sentence and record behind each one so you can check them. Recoup can miss a promise or mark one wrongly, especially where wording is unusual or records are incomplete. Reports are provided as information, not as financial, legal or accounting advice. ## Fees The in-browser audit and Recoup for Gorgias are free. Paid plans are priced on our pricing section, billed monthly and can be cancelled any month. We will tell you before any price change takes effect. ## Acceptable use Do not use Recoup to break the law, to access accounts you are not authorised to use, or to disrupt the service. ## Liability To the extent the law allows, our total liability to you is limited to the fees you paid us in the 12 months before the claim, and we are not liable for indirect or consequential loss. ## Ending You can stop using Recoup at any time and disconnect any integration. We may suspend access that breaks these terms. These terms are governed by the laws of the Federal Republic of Nigeria. ## Changes We may update these terms. The date at the top shows the latest version. --- # Refund audit for Zendesk AI agents URL: https://recoupaudit.com/zendesk-ai-agent-refund-audit/ Updated: 2026-10-17 Recoup / Integrations / Zendesk AI # Refund audit for Zendesk AI agents Updated 17 Oct 2026 · 5 min read Zendesk AI agents have a native Shopify refund action for full refunds only, according to a comparison of help desk AI agents published by Macha (vendor source, checked 28 Sep 2026). When the agent promises a partial amount in a reply, a person has to finish it, and that hand-off is where refunds go missing or come out too large. Recoup matches every closed ticket to the Shopify order and the payment to find the gaps. Recoup is new. We are onboarding the first brands by hand and have no customer results to quote yet. This page explains what we check and why. ## What Recoup flags on Zendesk tickets Most mismatches start with a promise the native action cannot deliver. The table maps common promises to what the action can do and what Recoup reports. | | What the reply promises | Native action | What can go wrong | Recoup flag | Full refund | Yes | A teammate refunds again by hand | Issued twice | Partial refund, for example 20% for a late parcel | No, full only | Nobody issues it | Promised, not issued | Partial refund | No, full only | Someone uses the full refund to close the ticket | Wrong amount | Shipping refund only | No, it is a partial | Forgotten after the ticket closes | Promised, not issued | Store credit or discount code | Not in the matrix | Never created, or created twice | Promised, not issued | Full refund after the return window | Yes | Refund is correct in amount but breaks policy | Outside policy | Refund to a customer with earlier claims | Yes | Pattern of repeat claims nobody sees | Repeat claimant Native action column: Macha action matrix (vendor, about competitors), checked 28 Sep 2026. Check your own Zendesk setup, as apps and custom actions can change what the agent can do. ## Why "full refund only" creates mismatches Customers rarely ask for a full refund. They ask for something back on a late parcel, a missing item or a broken lid. A good agent offers a fair partial amount in plain words. If the only money action it has is a full refund, one of three things happens next: - A person picks it up and issues the right partial refund. That is the intended path, and it works when someone is watching. - Nobody picks it up. The ticket is closed, so it leaves every queue. The customer waits, then writes again or calls their bank. A bank dispute for a refund that never arrived is called credit not processed. - Someone uses the button that exists. A full refund closes the problem fast and costs more than was promised. None of these is a Zendesk bug. It is the gap between free text and a limited set of actions. The only way to see it is to read the promise and check the order, which is what Recoup does. ## How busy is the AI agent? SaaStr pooled four weeks of data across 13 AI support vendors. Zendesk's automation rate was 37%. The table shows it next to the other help desks covered on this site. | | Vendor | Automation rate | Gorgias | 64% | Intercom | 42% | Zendesk | 37% | Median across 13 vendors | 48% | Volume-weighted across 13 vendors | 46% Source: SaaStr, published 6 Oct 2026. A lower automation rate does not mean lower risk. It can mean the agent hands off more, and hand-offs are exactly where a promised refund can fall between the agent and the team. ## What Recoup reads - Zendesk: tickets the AI agent replied to, with the reply text, ticket ID, requester email, order number if present and timestamps. - Shopify: orders, refunds, discounts and the order's financial status. - Stripe (optional): refunds and the charges they belong to, if Stripe processes any of your payments. Access is read-only. Recoup is not listed on the Zendesk Marketplace yet. Today you either run the in-browser audit on exports, where files never leave your browser, or send exports for the done-for-you audit. If you prefer API access, we agree a read-only method with your Zendesk admin. We never ask for permission to reply to tickets or move money. ## The free 90-day audit - Send 90 days of Zendesk tickets, a Shopify orders export and, if relevant, a Stripe refunds export. - Share your written refund policy: window, ceilings, final-sale rules. - We extract each money promise, match it to the order and payment, and classify it. - You get a report of findings with ticket links and amounts, and totals by type. See also: Shopify refund reconciliation, Intercom Fin refund audit and the 2026 refund statistics. ## FAQ Can Zendesk AI agents refund Shopify orders? Per Macha's vendor matrix, checked 28 Sep 2026, Zendesk AI agents have a native full refund action only. Partial refunds need a person or a custom setup. Check your own account, since apps can add actions. Is Recoup on the Zendesk Marketplace? Not yet. Today you run the audit on exports in your browser, or send exports for the free done-for-you audit. Nothing about Recoup needs write access to Zendesk. Does Recoup work with Zendesk QA? Yes, they do different jobs. Zendesk QA scores conversations. Recoup checks whether the money promised in them moved in Shopify and Stripe. You can run both. What if our tickets do not include an order number? The match then uses the customer's email and the orders placed before the ticket. In the done-for-you audit, matches made that way are marked for a person to confirm before they count as findings. 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 Zendesk refunds Run the audit on your own exports, with files kept in your browser. Or let us run the first 90 days for you, free. Run the audit in your browser →Get the free 90-day audit →