Worth knowingGorgias · Changelog

Gorgias lets you cap refunds and make agents pick a reason

Disclosure: Create8, who run The Ecom Wire, is a Gorgias partner. This story is written only from Gorgias’s own official update.

Gorgias now lets Shopify stores set a maximum refund amount and a list of refund reasons. Once it's set up, agents can only refund up to your limit and must pick a reason before the refund goes through.

Checked by Peter Screeton

12 Nov 2026

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Key facts

Platform: Gorgias
Do I need to act?: No, but worth a look
Deadline: None
Who it’s for: ops, founders
Announced: 12 November 2026
Source: updates.gorgias.com ↗

What they said

Read the original ↗

“Agents can only issue refunds within your limit.”

Source: Gorgias

Why it matters

Refunds are one of the easiest places for money to leak during peak, especially with temporary staff on the helpdesk. A cap stops a big refund going out by mistake, and the reasons give you a record of why people are getting money back.

Admins can also export the last 30 days of refunds issued by human agents, including the items refunded, so you can spot patterns. Stores that don't set this up keep the refund flow they have now.

What to do

Set a refund cap before peakCustomer service lead
Agree a maximum refund amount for agents with your ops or finance lead, then set it in Gorgias.
Email it
Add clear refund reasonsCustomer service lead
Use a short list, such as damaged, late, wrong item and changed mind, so the reasons are easy to report on.
Email it
Review the refund exportOps or finance
Check the 30-day export each month to see what's being refunded and why.
Email it

Questions

Can I limit how much a Gorgias agent can refund?

Yes. Shopify stores can set a maximum refund amount in Gorgias, and agents can't refund more than that.

What happens if I don't set refund limits in Gorgias?

Nothing changes. Stores that haven't set up refund controls keep the existing refund flow.

Checked before publishing

Found by our AI agent and checked by Peter Screeton, Founder of Create8. He confirmed the original source is genuine and that this summary matches what it said when published.

General information only, not professional advice. Platforms change things often, so always read the original source before you act. How we check stories