Counter

Counter for Medusa

AI customer support for Medusa stores

Counter connects to your Medusa v2 backend with API keys, answers shoppers from your policies and live catalog, and handles return requests and refunds within the rules you publish. One script tag puts the chat on your storefront.

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7-day free trial on every plan. Billed by card through Stripe.

What it handles

Support topics, read live from your Medusa backend.

Each topic can run on its own, wait for a teammate's approval, or always go to a person. You choose per topic.

  • Product and policy questions

    Every plan

    Upload policies, guides and FAQs. Counter answers from them, and when nothing covers a question it says so and hands off.

  • Verified order tracking

    Every plan

    Shoppers confirm a code sent to their order email, then get the order's status and tracking from Medusa.

  • Product recommendations

    Growth+

    Suggestions use the live prices of the region you choose and follow your collection priorities.

  • Return requests

    Growth+

    Counter confirms the items with the shopper and creates the return request in Medusa.

  • Refunds

    Growth+

    The exact amount is quoted to the shopper before anything is refunded, and nothing runs without their confirmation.

  • Cancellations and address changes

    Growth+

    Cancel an unfulfilled order or update where it ships, after a teammate checks with your warehouse.

  • Discount codes

    Growth+

    Create a single-use Medusa promotion for the shopper's basket, within your margin and savings limits.

Setup

Set up Counter on Medusa in three steps

  1. 01

    Connect your Medusa v2 backend

    Add your backend URL, a publishable API key and the region whose prices Counter should quote. A secret API key, stored encrypted, enables order lookups, tracking and order actions.

  2. 02

    Teach it and set the rules

    Upload your policies and guides, then choose for each topic whether Counter acts, asks a teammate or hands off.

  3. 03

    Add the script tag

    Set your storefront address and product page path, test real questions in the playground, then paste one script tag into your storefront.

Billing

Billed by card through Stripe.

Medusa stores have the same plans, trial and limits as Shopify stores, billed by card through Stripe. Every plan starts with a 7-day free trial, changes apply right away, and a cancelled plan runs to the end of the period you've paid for.

  • Starter: $29 per 30 days, 500 AI conversations
  • Growth: $99 per 30 days, 2,500 AI conversations
  • Scale: $249 per 30 days, 7,500 AI conversations

Safety

When in doubt, it stops and asks.

  • Verified before anything is shared

    Shoppers confirm a code sent to their order email before Counter shows a single order detail. Codes expire after 10 minutes.

  • Exact quotes, your rules

    Every return, refund or change is quoted exactly from the live order and only runs when your published rule allows it. Returns and refunds also wait for the shopper to confirm the quote.

  • Fails closed

    Right before an action runs, Counter rereads the order and your rules. Missing facts or an unclear result go to your team, never to a guess.

FAQ

Counter on Medusa, answered.

Which versions of Medusa does Counter support?

Medusa v2. Counter talks to your backend through its API with the keys you provide, so it works with a hosted or self-hosted backend.

Why does Counter need a secret API key?

Questions and recommendations only need the publishable key. Order lookups, tracking, order actions and discount codes need a secret API key, which Counter stores encrypted and uses only after a shopper verifies their order by email.

Can Counter cancel orders or change addresses on Medusa?

Yes. Counter cancels a whole unfulfilled order or changes its shipping address within the same country, when your rule allows it and after a teammate confirms with your warehouse. Medusa refunds any payment when it cancels. It can also create discount codes once your storefront passes its cart ID to the chat.

How do I add the chat to my Medusa storefront?

Paste one script tag into your storefront. You can style the chat's name, greeting, color, logo and position to match your brand, and it only answers shoppers after you activate it.

How is Counter billed for Medusa stores?

By card through Stripe. Each store has its own plan, and annual billing charges ten months for twelve.

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.

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