Re:amaze is a useful first comparison for a four-person Shopify team seeking native refunds and cancellations with a predictable human-support subscription. Basic costs $29 per staff user monthly, and user-based plans allow unlimited conversations. Its AI agent adds a separate resolution meter, so the fixed staffing bill does not make unlimited AI processing free.
Native order work
The Shopify integration shows order history, purchased items, fulfillment details, refunds and order status. Agents can pin orders to conversations, refund or cancel them and create draft orders for customers to pay. This supports the common workflow of checking a purchase and taking an action without leaving the support conversation.
If last-minute address changes drive your queue, require that exact workflow before choosing Re:amaze. Its Order Bot can answer status and delivery questions, but that is different from shoppers executing refunds or cancellations themselves.
Human inbox and plan boundaries
Basic includes unlimited email inboxes, live chat, social channels, FAQs, macros and templates. Pro costs $49 per user monthly and adds multiple brands, advanced reporting, SMS/voice channels and AI intents. Plus is $69 per user and adds departments, roles, staff reporting, shifts and customer ratings. Four seats cost $116, $196 or $276 monthly respectively, before AI overages.
A separate Starter option is $59 monthly for unlimited staff and 500 responded conversations. It is a volume plan, so it behaves differently when promotion traffic triples. Do not describe that allowance as unlimited human support merely because it permits unlimited users.
AI meter and spending control
The AI billing definition counts a thread handled entirely by AI without human escalation. Multiple AI replies are one resolution. Escalated conversations do not consume AI resolutions. Basic includes five monthly resolutions per seat, Pro ten and Plus twenty; additional resolutions cost $0.85 each.
Usage Overage can be disabled, with classic chatbots continuing as a no-cost fallback. That provides a practical overage control while changing what automation remains available after the allowance.
Use the normal and triple-volume cost example to separate seat costs from AI resolutions. Compare alternatives when address edits or controlled autonomous refunds are essential, and use the Shopify comparison for the wider shortlist.
Test one ordinary delivery question, one cancellation and one partial refund with the same four staff members. Check which person owns each conversation, where internal notes remain and whether the Shopify change actually completes. For a promotion-month budget, keep staffing constant and raise human conversations and AI-only resolutions separately; those two workload changes affect different parts of the subscription.