Counter vs Shopify Inbox
Shopify Inbox is Shopify's free chat app, now with an AI agent that answers shoppers and helps them buy. Counter is a paid AI assistant that also handles returns, refunds and order changes within rules you publish. Here's where each one fits.
7-day free trial on every Counter plan.
The short version
Choose Counter if
- You want the assistant to handle returns, refunds, cancellations, address changes and discount codes, not just answer questions
- You want refunds and other changes to wait for a teammate's approval when your rules say so
- Guest shoppers should be able to check an order with a code sent to their email, without signing in
- You want discount codes created in chat within your savings and margin limits, instead of shared by staff
- You want unlimited team seats, not a cap tied to your Shopify plan's staff accounts
Choose Shopify Inbox if
- You want free chat, and most of your chats are pre-sale questions and recommendations
- You want the AI to add items to the cart and personalize from shoppers' Shop sign-in history
- You're happy to handle returns, refunds and order changes yourself
Side by side
Counter vs Shopify Inbox
| Feature | Counter | Shopify Inbox |
|---|---|---|
| Price | $29 to $249 per 30 days by AI conversation allowance; $0.04 per extra conversation; 7-day free trial | Free, with no separate charge for the AI agent |
| Platforms | Shopify and Medusa v2 | Shopify only |
| AI answers shoppers | Yes, from your policies, uploaded knowledge and live store data | Yes, from your catalog, policies, knowledge base and storefront content |
| Order status | After the shopper confirms a code sent to the order email | After the shopper signs in to their customer account |
| Returns, refunds, cancellations, address changes | Yes, within your published rules, each quoted exactly from the live order | Not documented for the AI agent; handed to staff |
| Discount codes | Created by the assistant within your rules | Shared by staff |
| Product recommendations | From live prices and inventory, following your collection priorities | From preferences, sizes and purchase history; can add items to the cart |
| Approval before an action | Per topic: run automatically, wait for a teammate's approval, or always hand to a person | No AI order actions to approve |
| When to answer | Per topic, and you can pause the assistant for a store at any time | All conversations, only when staff are unavailable, or never |
| Team seats | Unlimited | Limited by your Shopify plan's staff accounts |
| Staff apps | Web workspace | Web, iOS and Android |
Key differences
Answering, or acting
Shopify Inbox's AI agent answers product and policy questions, recommends products, adds items to the cart and looks up order status for signed-in shoppers. Shopify's documentation doesn't list returns, refunds, cancellations, address edits or discount codes among its abilities; those conversations go to your staff.
Counter handles those post-purchase requests itself. It verifies the shopper, quotes the exact return, refund or change, and carries it out only when your published rule, your plan and your store's permissions allow it. Any topic can be set to wait for a teammate's approval instead.
Verifying the shopper
Inbox looks up orders once the shopper signs in to their customer account, and Shopify notes merchants can't change that requirement. Counter asks the shopper to confirm a code sent to the email on the order, so a guest who checked out without an account can still get help.
Cost and team size
Inbox is free, which is hard to beat if most of your chats are pre-sale. Counter starts at $29 per 30 days, but chats your team handles are free and every plan has unlimited seats, while Inbox's seats follow your Shopify plan's staff account limit.
FAQ
Counter vs Shopify Inbox, answered.
Is Counter a Shopify Inbox alternative?
- Yes, for stores that want the assistant to resolve post-purchase requests. Both answer shoppers with AI; Counter also handles returns, refunds, cancellations, address changes and discount codes within your rules, which Shopify's Inbox documentation doesn't list for its agent.
Is Shopify Inbox's AI agent free?
- Shopify lists Inbox as free with no separate charge for the agent. The agent requires a Basic, Grow, Advanced or Plus plan and new customer accounts.
Can Shopify Inbox process refunds or returns?
- Shopify's documentation for the Inbox agent doesn't include refunds, returns, cancellations or address changes; complex or sensitive requests are handed to staff. Counter can handle them itself or prepare them for a teammate's approval.
Do shoppers need an account to check an order?
- With Shopify Inbox's agent, yes: order lookups need a signed-in customer. With Counter, shoppers confirm a code sent to their order email instead.
Does Counter work outside Shopify?
- Yes. Counter also supports Medusa v2 stores. Shopify Inbox works only with Shopify.
Sources
Shopify Inbox details were checked on October 4, 2026 against the pages below. Plans and features change, so confirm current details on Shopify Inbox's site. Counter's details come from our pricing and FAQ. Shopify Inbox is a trademark of its owner.
- Shopify Inbox on the Shopify App Store
- Shopify Help Center: Shopify Inbox
- Shopify Help Center: assigning your AI agent
- Shopify Help Center: agent persona and limits
- Shopify Help Center: training your agent
- Shopify Help Center: Inbox conversations
- Shopify Help Center: Inbox setup
- Shopify pricing (staff accounts)
Let Counter take the first reply.
Connect your store, publish your rules and test everything in the playground before a single shopper sees it. Every plan starts with a 7-day free trial.