Which Shopify Tickets Count as an AI Resolution

This guide covers each ticket type. Read it before your next invoice so you know what you're paying for.

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What "resolution" usually means

Each vendor writes its own definition of a resolution. Most follow the same logic.

• No human takeover. If a conversation is escalated to your team, it is usually not billed as a resolution. You don't save that agent's time either.
• A real answer. The AI has to reply with something relevant, based on your rules or your help content.
• A check once the conversation goes quiet. Many vendors wait for a set period, then decide whether the request was resolved. How long they wait depends on the vendor and the channel.

Before you sign, read the vendor's definition in its terms. Ask two questions: how long is the waiting window, and what happens when a customer replies after it closes.

Each Shopify ticket type meets these conditions in its own way.

Which Shopify tickets count as a resolution

• Where is my order. Likely counts: the AI gives the tracking status and the customer doesn't come back. Likely doesn't: the parcel is stuck and an agent steps in. Watch on the bill: customers who write back after the window closes.
• Return or refund request. Likely counts: the AI explains the policy, or acts within your rules. Likely doesn't: the case needs a human to approve it. Watch on the bill: policy-only answers billed while the return itself stays open.
• Address change. Likely counts: the AI updates the order before it ships. Likely doesn't: the order has shipped or needs manual edits. Watch on the bill: whether the AI can act in Shopify or only give instructions.
• Product question. Likely counts: the answer is in your knowledge base. Likely doesn't: the answer is missing and gets escalated. Watch on the bill: gaps in your help content.

Order tracking (WISMO)

These are the easiest tickets to automate. The waiting window also affects them the most. Say a customer emails on Monday. The AI shares the tracking link. The customer says nothing until the window closes, so the conversation counts. If the parcel is still stuck on Friday, the customer writes again. You paid for a resolution, but the problem isn't solved.

Ask the vendor how a reply after the window is handled, and track reopens yourself. Our guide to automating WISMO tickets on Shopify covers the order data the AI needs to give an answer that holds up.

Returns and refunds

Returns split in two. If the AI only explains the policy, the conversation can count as resolved when the customer is satisfied. A refund that needs human approval gets escalated, so it is usually not billed. The risk: you pay for answers that only explain the policy, while your team still handles the actual return.

Set clear limits for what the AI may approve. Our article on AI for Shopify returns and refunds lists the rules to write first.

Address changes

An address change is only solved if the order is updated before it ships. If the AI can't edit the order in Shopify, it can only tell the customer what to do or pass the ticket to a human. Before you sign, ask which Shopify actions the AI agent can run on its own and which need an extra integration.

Product questions

Sizing, materials, compatibility, care instructions. If the answer is in your help content, the AI can close the ticket and it counts. If the answer is missing, the ticket goes to a human and usually isn't billed. A thin knowledge base means fewer billed resolutions and more work for your team. Fill the gaps your agents answer most often.

Three settings that change what gets counted

• Your ticket mix. A store where most tickets ask "where is my order" will produce more billed resolutions than a store with complex returns. Order tracking rarely needs a human.
• The waiting window. If your vendor lets you set it, a short window may count a customer as resolved before they've had time to reply. A longer window gives them time to come back before the check runs.
• Escalation rules. Strict escalation lowers the bill but sends more work to your team. Loose escalation does the opposite. Choose based on the hours you want back, not only on the invoice.

Before you change any of these, see how an agent built for Shopify handles your real tickets.

How to check what you were billed for

Don't rely on the invoice total alone. Tag your tickets with the same four types as the list above, then compare billed resolutions with real outcomes for each type. Our guide to measuring Shopify AI support results in 30 days explains how. It covers the formulas for resolution rate, reopen rate and cost per ticket, plus a day-30 scorecard.

How Relay is priced

Relay has a monthly subscription based on your ticket volume tier. Annual billing gives you two months free. There is a 14-day trial.

Relay connects to your Shopify orders and follows your store's rules. Within the permissions you set, it can refund, cancel or change an address. It hands the conversation to your team when a human should take over.

FAQ

What is an AI resolution in support billing? It is a conversation the AI agent closes without handing it to a human. Most vendors also require a relevant answer and a check confirming the request was resolved. The exact definition is in each vendor's terms.

When does a ticket count as resolved? That depends on the vendor. Many wait for a set period after the conversation goes quiet, then run the check. The window can be different for email and messaging, so ask for both.

Does an escalated Shopify ticket cost a resolution? Usually not, because a human took over. That ticket still takes your team's time.

Can a return request be billed if the return isn't processed? Yes, it can. If the AI explains the return policy and the customer is satisfied, the conversation can count as resolved. Your team may still have to handle the return itself afterwards.