Yes—evaluate it against the orders your team actually handles
Gorgias lets agents take Shopify order actions from a support ticket, including refunds and address changes. That makes it worth a closer look if your team repeatedly leaves the inbox to find an order, make a change and return to the customer conversation. Official Shopify integration overview
The useful buying question is whether those actions fit your store's orders. A demo built around a straightforward refund can miss the cases that take your team the most effort: a partial refund, an older order or a customer asking about a previous purchase.
This guide covers actions taken by human agents in Helpdesk. Official sources were checked on October 3, 2026. For initial connection steps, use our Gorgias setup guide.
Know which edits belong in Gorgias
Gorgias covers common order changes, with specific limits. Its documentation excludes archived orders, orders older than 60 days and orders placed in a different currency from the store's currency from the Edit order action. An existing draft order must be edited in Shopify. Shopify Actions documentation
Build your evaluation around those boundaries. A store selling primarily to domestic customers may want to start with a recent order in its home currency. A store handling international orders should bring a separate example instead of assuming the same workflow applies.
Write down where each request ends: an agent completes it in Gorgias, a manager handles it in Shopify, or the team needs input from fulfillment. A workflow can still be useful when some cases require another screen. What matters is that agents know the next step.
Ask for Helpdesk and AI costs separately
Price the workflow you intend to use first. The official App Store listing advertises Gorgias from $10 per month. Our pricing summary identifies that as the Starter Helpdesk component; AI adds to the cost. It is not a quote for every configuration.
The pricing page describes Helpdesk in terms of ticket volume and AI in terms of resolved conversations. Bring your normal and peak support volumes to the demo, together with the channels you need.
Be explicit: “We want agents to handle address changes and partial refunds. Please price that workflow, then show us the additional AI configuration.” This makes the proposal easier to compare with the work you need done. Our Gorgias pricing guide covers the broader plan decision.
Walk through an address change from request to reply
The address field is only one part of the job. The order's shipping address can be changed through Gorgias and reflected in Shopify. Your team still needs to decide whether the fulfillment process can accommodate the change. Official address-editing instructions
For your demo, use a fictional customer with two recent orders. Ask the agent to identify the order in the request, confirm the new address, explain who contacts the warehouse and check the saved result before replying.
This is a useful distinction for stores that outsource fulfillment. An updated address in an order record should not, by itself, be treated as confirmation that a parcel already being prepared will use it. Define the point in your own process when an agent can promise a change, and when they must wait for confirmation.
Also decide what the customer receives. A clear reply identifies the order, states what was changed and explains any next step. An internal note should tell the next agent what has already happened.
Treat a partial refund as its own workflow
Separate the money being returned from the items being returned. Gorgias starts refund quantities at zero to distinguish a refund from a return. Refunds involving multiple payment methods and gift cards have limitations, so include your store's payment combinations in the discussion. Official refund guidance
Use two scenarios: a goodwill adjustment where the customer keeps the product, and a return involving one item from a larger order. Ask the demonstrator to explain the item quantity, shipping amount and intended customer message before confirming anything.
Your operating procedure should record the order, reason, agreed amount and any approval needed. After the action, the agent should verify the result and leave enough context to prevent a colleague from processing the same request again.
If you introduce macros, distinguish a reusable message from one that also performs an order action. Our macro guide explains how to organize those shortcuts. The person applying one should know what it will do.
Bring three scenarios to your demo
A focused demo will tell you more than a long feature tour. We suggest an address correction, a partial refund and an order that falls outside the editing conditions.
For each scenario, ask the same questions: How does the agent identify the order? Who decides whether the change is allowed? Where is it performed? What confirms completion? What does the customer hear next?
Use made-up customer details while preserving the operational issue. There is no need to send a real customer's personal information to explain a payment combination or an old order.
The outcome you want is a short procedure your team can follow. If an agent can explain the normal case and the exception without guessing, you have a concrete basis for judging the fit.
Questions to settle before signing up
Does connecting Shopify enable automatic AI refunds?
The human Helpdesk workflow described here is separate from deciding what AI may do. If you also want automation, use our AI Agent setup guide to plan its scope.
Can every Shopify task move into Gorgias?
Some order conditions require a different route, including the editing limits described above. Compare the requests your store receives with the documented actions and assign an owner for exceptions.
What should I do next?
Choose three representative requests, remove customer details and note your monthly ticket volume. Then request a Gorgias demo centered on those cases. You will be able to discuss both the workflow and the configuration it needs.
