AI agent
An AI agent that follows rules you can read
Choose what Counter handles, topic by topic, and how far it can go. It answers from your knowledge base, checks every order change against your published rules, and hands off when it isn't sure.
7-day free trial. Unlimited team seats on every plan.
Topics
Eight topics, each with its own rules.
Turn on the topics you want Counter to take, and leave the rest with your team. Each one has its own mode, limits and exceptions.
- Every plan
Product & policy questions
Quotes the exact passage from your knowledge base. If nothing covers the question, it says so and hands off.
AutomaticHuman only - Every plan
Order tracking
Sends a code to the order's email, then shares the live status, carrier and tracking link.
AutomaticHuman only - Growth+
Product recommendations
Asks what they want and their budget, then suggests in-stock products at live prices.
AutomaticHuman only - Growth+
Returns
Checks the window from delivery, the items and their condition, then creates the return with a refund, store credit or exchange.
AutomaticApprovalHuman only - Growth+
Refunds
Quotes the exact refund from your store and issues it up to your automatic limit.
AutomaticApprovalHuman only - Growth+
Cancellations
Cancels unfulfilled orders inside your window, once a teammate confirms the warehouse hasn't started.
AutomaticApprovalHuman only - Growth+
Address changes
Validates the new address and updates the order before it's picked, after a warehouse check.
AutomaticApprovalHuman only - Growth+
Discount codes
Creates a code for this basket only, inside your savings cap and minimum margin.
AutomaticApprovalHuman only
Modes
Decide how far it goes, topic by topic.
Every topic runs in one mode. Automatic acts within your limits, Approval required prepares the exact change for a teammate, and Human only hands the chat to your inbox with the details gathered. Pause any topic at any time.
- Automatic still escalates: a refund over your limit, or a shopper over your refund-history threshold, goes to approval
- Cancellations and address changes always wait for a teammate to confirm the warehouse hasn't started
- Approval applies to order changes; answers are either automatic or handled by your team
- Quotes expire, and the live order is checked again before anything runs
- Product & policy questionsAutomaticHuman only
- Order trackingAutomaticHuman only
- ReturnsAutomaticApprovalHuman only
- RefundsApproval above $100AutomaticApprovalHuman only
- Address changesAutomaticApprovalHuman only
Rules & exceptions
Rules written like your policy, versioned like code.
Return windows, refund limits, required photos and item conditions are form fields, not prompts. Edit a draft, test it, then publish. Only the published version runs.
- Exceptions in plain language, such as “Customer mentions a chargeback”, that hand off, decline or flag for review
- Answer boundaries like “Never promise a delivery date the carrier hasn't confirmed”
- Choose what to collect before a handoff, so your teammate starts with the order number and email
- Every save is a version you can compare and restore
- Return window
- 30 days from delivery
- Reasons
- DamagedWrong itemNot as describedChanged mind
- Photo required
- Damaged
- Item condition
- UnwornTags attachedOriginal packaging
- Resolution
- Original paymentStore creditExchange
- Review history
- 2 refunds in 90 days
Exceptions
- Customer says the item has been usedReview manually
- Customer mentions a chargebackSend to a person
Handoff
It knows when to stop and get a person.
Some handoffs are always on. Others you choose. When a chat goes to your team, Counter tells the shopper a teammate will follow up and moves the conversation to your inbox with the reason attached.
- Always hands off when the shopper asks for a person or no source supports an answer
- Optionally hands off when a shopper seems upset or an order is over a value you set
- Set support hours, and choose whether it takes a message or keeps answering after hours
- A daily reply limit and a pause switch keep you in control of volume
Always hand off when
- Asks for a person
- No supporting source
- Shopper seems upset
- High-value orderOver $250
- Support hours
- Mon–Fri, 9:00–17:00
- When nobody's online
- Take a message
Knowledge base
Answers quoted from your sources, never made up.
Counter answers product and policy questions with an exact passage from your knowledge base. When nothing covers the question, it says so and hands off instead of guessing.
- Import your Shopify refund, shipping and other policies in one click
- Upload PDF, Word, text or Markdown files up to 4 MB
- Write answers directly, up to 12,000 characters each
- Re-import a policy any time to pick up changes you made in Shopify
You can return unused items within 30 days of delivery. Boards must have the original wrapping and no binding marks.
Quoted from Refund & returns policy
Voice & language
Sounds like your store, in your shopper's language.
Give the assistant a name, a greeting and tone instructions. It writes in the language the shopper uses, with US or UK spelling for English stores.
- Tone instructions up to 1,000 characters, also used for your team's AI drafts
- Tone shapes the wording only; it can't raise a limit or skip a check
- Store languages: English (US or UK), Spanish, French and German
- Answers quoted from your knowledge base stay in the language you wrote them in
Tone & instructions
Warm and brief. Use the customer's first name. Answer only from saved knowledge; offer a person when you're unsure.
Playground
Test on real orders before shoppers see it.
The playground runs conversations through the same agent your shoppers talk to, in dry-run mode. Load a real order, try a draft rule, and see every check it made. Nothing is sent and nothing changes in your store.
- Test a draft before you publish it, straight from the rule page
- Load a real Shopify or Medusa order and customer
- Simulate email verification and photo uploads
- Build a test basket to see the exact discount decision
- Save conversations and replay them after you change a rule
Checks
- Within return window · 12 of 30 days since delivery
- Reason allowed · Changed mind
- Item condition confirmed · Unworn · Tags attached
- Refund history · 0 refunds in the last 90 days
Would create the return in Shopify after the shopper confirms
Dry run. Nothing is sent and nothing changes in your store.
Guardrails
The AI collects the details. Your rules decide.
The model never decides whether a refund is allowed. Counter checks your published rule against the live order on the server, every time.
Verified before anything is shared
Shoppers confirm a code sent to their order email before Counter shows an order detail. The code never reaches the AI.
Your rules decide, not the model
Eligibility and amounts come from your published rule and the live order. A shopper can't set the amount, and the AI can't skip a check.
Checked again right before it runs
On confirmation and on approval, Counter rereads the order and your rule. If anything changed, the quote is void and a new one is needed.
One change per order at a time
Only one action can run on an order at once. If a result is unclear, a person checks it in your store. Nothing is retried blindly.
Closes chats only with evidence
A conversation is marked resolved only when an action completed or an answer came from your sources.
Every decision on record
Each answer and action records the rule version, the checks it passed and who approved it.
FAQ
The AI agent, answered.
What can the AI agent do without a person?
- On every plan it answers product and policy questions from your knowledge base and shares order status after the shopper verifies. On Growth and above it also recommends products and handles returns, refunds, cancellations, address changes and discount codes within your rules. Cancellations and address changes always wait for a teammate to confirm the warehouse hasn't started.
What happens when it doesn't know the answer?
- It says so and hands the chat to your team. Product and policy answers must come from a passage in your knowledge base, so there's nothing to guess from.
Does the AI decide whether a refund is allowed?
- No. The AI collects the details and the shopper's confirmation. Counter checks your published rule against the live order on the server, and anything over your limits goes to a teammate.
Can I test it before shoppers see it?
- Yes. The playground runs conversations through the same agent in dry-run mode. You can load real orders and test draft rules. Nothing is sent and nothing changes in your store.
Which languages does it speak?
- It writes replies in the language the shopper uses. Fixed messages use your store language: English (US or UK), Spanish, French or German. Answers quoted from your knowledge base stay in the language you wrote them in.
Can I limit how much it handles?
- Yes. Set any topic to Human only, pause a topic or the whole assistant, and set a daily reply limit. Handoffs go to your inbox with the details gathered so far.
Keep reading
More questions are answered on the main FAQ.
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.