Compare / vs Gorgias
Arbyn
Flat $149/month
VS
Gorgias
Tiered, per ticket, plus AI

You pay per ticket.
Arbyn charges $149, flat.

Gorgias is the Shopify support standard. It's also the reason most stores end up looking for alternatives. Here's the real pricing, the hidden fees, and what operators are saying in 2026.

Their starting price
$10/mo (50 tickets)
Their AI add‑on
$0.99 per resolution
Their overage
$0.36–$0.40 per ticket
Arbyn
$149/mo · unlimited
THE REAL BILL

What you'd actually pay.

Three real scenarios at three real volumes. Math uses Gorgias' published 2026 pricing, annual billing, and the typical 30% AI automation rate Gorgias' own sales team recommends. AI resolutions also double‑count as tickets, per Gorgias billing rules.

SOLO STORE
500tickets / month
Early DTC brand, 1 owner answering support between other tasks.
Basic plan (300 tix)$60
Overage (200 × $0.40)$80
AI Agent (150 × $0.90)$135
Gorgias total$275/mo
Arbyn at this volume: $149 flat
Save$126/ month
GROWING DTC
2,000tickets / month
$1–5M DTC apparel brand. 2 part‑time agents. The "sweet spot" Gorgias recommends.
Pro plan (2,000 tix)$360
Overage$0
AI Agent (600 × $0.90)$540
Gorgias total$900/mo
Arbyn at this volume: $149 flat
Save$751/ month
BFCM / SCALE
5,000tickets / month
Established brand or seasonal spike. 3–4 agents. Where the bill gets ugly.
Advanced plan (5,000 tix)$900
Overage$0
AI Agent (1,500 × $0.90)$1,350
Gorgias total$2,250/mo
Arbyn at this volume: $149 flat
Save$2,101/ month

Pricing data: gorgias.com/pricing. AI Agent rate $0.90/resolution on annual contracts ($1.00 monthly). Gorgias confirms AI resolutions count as billable helpdesk tickets and incur the AI Agent fee, per their official billing FAQ.

PRICING MODEL DECODED

Five tiers. Three hidden meters.

Gorgias pricing looks like a normal SaaS table until you read the footnotes. Three things are billed separately from the headline plan price, and one of them double‑counts.

Plan
Starter
Basic
Pro
Advanced
Enterprise
Monthly price
$10/mo
$60/mo
$360/mo
$900/mo
Custom
Tickets included
50
300
2,000
5,000
5,000+
Overage per ticket
$0.40
$0.40
$0.36
$0.36
~$0.32
AI Agent
$0.90–1.00 per resolution
$0.90–1.00 per resolution
$0.90–1.00 per resolution
$0.90–1.00 per resolution
Negotiated
Agent seats
3
Unlimited
Unlimited
Unlimited
Unlimited
Where the bill actually grows
2×
Double‑billing on AI resolutions. Per Gorgias billing rules, an AI Agent resolution counts as a helpdesk ticket AND incurs the per‑resolution AI fee. You're charged twice for the same conversation.
+$0.40
Overage on every ticket past your cap. Black Friday, viral product, shipping delay: any volume spike puts your bill on autopilot. No cap, no warning bell.
Voice
+ SMS
Phone and SMS are separate. Billed at a different per‑ticket rate on top of your plan and your AI fee. A growing store handling 400 voice + 250 SMS pays roughly $310/mo extra.
Social
Every reply to a Meta ad comment counts. If you respond to Instagram or Facebook ad comments via Gorgias, each one is a billable ticket. High ad spend means high ticket count, regardless of real support volume.
SIDE BY SIDE

Feature for feature. Honestly.

Where Gorgias and Arbyn actually differ. Not marketing checkboxes. Real, working capabilities in production as of 2026.

Capability
Arbyn $149 flat
Gorgias
Pricing & limits
Pricing model
✓Flat monthly, no usage meters
×Ticket volume + AI resolutions + overage
Cost predictability
✓Same bill every month, regardless of volume
×Bill swings 40–60% above headline plan price
Unlimited tickets
✓Yes, no cap, no overage
×Capped per plan, then per‑ticket overage
Unlimited AI resolutions
✓Included, no per‑resolution fee
×$0.90–1.00 each, double‑counts as ticket
Unlimited seats
✓Unlimited
✓Unlimited on paid plans
Channels
Email
✓Included
✓Included
Live chat widget
✓Included
✓Included
Instagram + Facebook DMs
✓Included
✓Included, ad replies count as tickets
SMS
~Beta, no extra charge
×Add‑on, billed separately per ticket
Voice / phone
×Not supported
✓Add‑on, billed separately
AI & automation
AI agent (autoreply)
✓Included on every plan
~Add‑on at $0.90–1.00 per resolution
Voice fingerprint (replies in your tone)
✓Built‑in, configured from past replies
×Generic tone or manually written rules
Acts inside Shopify (refunds, cancels, edits)
✓Native, in the customer thread
~Shopify integration, but action steps still manual or rule‑driven
Auto‑logs to Shopify order timeline
✓Every action written to timeline
~Partial, varies by action
Setup & support
Setup time
✓~10 minutes, install from App Store
~Hours to days; Enterprise has paid onboarding
Free trial
✓21 days, no card
✓7 days, no card
Shopify App Store integrations
~~20 today
✓100+ integrations
THE HONEST PART

Where Gorgias actually wins.

A comparison page that only says "we win" is a sales pitch. Here's the truth. Three things Gorgias does better than Arbyn today. If any of these matter to you, Gorgias is the right call.

Gorgias has been running on Shopify since 2015. Arbyn launched February 2026.

Eleven years of engineering, integration partnerships, and learnings inside the Shopify ecosystem is real. Gorgias' integration library, voice and SMS infrastructure, and enterprise tooling are genuinely more mature than ours.

If your stack already depends on three Gorgias‑native integrations, or if you need phone support today, switching to Arbyn means losing things you have. We're not going to pretend otherwise.

Switch to Arbyn anyway when: cost is the dominant constraint, AI quality matters more than integration breadth, and you can live without phone for now.

  • 01
    Integration breadth. Gorgias has 100+ native integrations across the Shopify ecosystem — Klaviyo, Recharge, Loop Returns, Attentive, and more. Arbyn is at ~20 today and growing.
  • 02
    Voice / phone support. Gorgias has full voice channel infrastructure. Arbyn does not yet.
  • 03
    Enterprise tooling. Dedicated CSM at scale, SOC 2 Type II, advanced workflow routing. Arbyn's enterprise tier is still in‑flight.
WHERE ARBYN WINS

Three reasons operators actually switch.

01 / PRICING
Flat $149, no meters.
Arbyn does not bill per ticket, per resolution, per channel, or per seat. The bill in December is the same as the bill in June. No overage. No double‑billing. No surprise invoices the morning after BFCM.
The Gorgias quirk
AI resolutions count as both a helpdesk ticket and incur the AI Agent fee. The same conversation is billed twice.
02 / ACTION
Acts inside Shopify, in the thread.
Arbyn cancels orders, runs refunds, updates addresses, edits line items, and applies discount codes natively, inside the customer conversation. No rule engine to maintain. No human in the loop for routine actions.
The Gorgias quirk
Gorgias' Shopify integration mostly surfaces data. Refund and order actions usually still require an agent or a brittle automation rule.
03 / SETUP
Live in 10 minutes.
Install Arbyn from the Shopify App Store. It reads your orders, catalog, policies, and shipping zones automatically. No knowledge base required. No services contract. No engineer.
The Gorgias quirk
Enterprise tier and many migrations include paid onboarding fees (frequently four figures) before the first ticket is even resolved.
WHAT OPERATORS SAY

Real reviews. Sourced.

Verbatim quotes from operators currently using Gorgias, pulled from G2 and TrustRadius. We didn't cherry‑pick angry one‑star rants. These are paying customers, mid‑to‑high ratings, complaining about the same thing.

★★★★★
"It's a bit too expensive. I would like it to be more affordable or offer AI services at the integrated cost."
Verified G2 reviewer
Mid‑market Shopify brand
G2.com
★★★★★
"Pricing seems to be increasing due to the inclusion of more advanced AI that currently does not provide value."
TrustRadius reviewer
Verified buyer, 2026
TrustRadius
★★★★★
"I use Gorgias to handle customer inquiries and chat, streamlining customer service by consolidating locations."
Verified G2 reviewer
Shopify operator
G2.com
★★★★★
"There is too big a jump in Monthly tickets between the Basic Plan and the Pro Plan. We would like access to just one of the features available in the Pro plan, but we can't justify the cost or ticket count to change plans just to get this feature."
Verified G2 reviewer
Shopify DTC brand
G2.com
DONE COMPARING?

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