Commerce AI Agents

Agents / Shopper-facing agents

Intercom Fin

Intercom's AI agent; reads Shopify orders and runs merchant-built procedures for cancellations, refunds and returns.

By IntercomShopper-facingPer resolutionQueued for cycle 1
Not tested by us yetIntercom Fin will run the 14 support tasks in cycle 1. Until then, this page only says what its public docs and its merchants' App Store reviews say. Updated Oct 8, 2026.

What it does

Fin answers shoppers and can give order details such as status, items, shipping address and tracking from Shopify1. Post-purchase requests such as returns, refunds, exchanges and cancellations run as Procedures that call Shopify's APIs2. Fin works inside Intercom or on top of another help desk such as Gorgias, Salesforce or HubSpot3.

How it connects to your store

Installed as the Fin AI Agent & Intercom app from the Shopify App Store4. A one-click flow links one or more stores and imports products, pages and articles; product prices, availability and variants sync from Shopify2. Fin can read order details such as order status and billing address5. Connecting several stores is not yet supported on Fin standalone workspaces6.

What it can change in your store

From its documentation

  • Look up order status, items purchased, shipping address and tracking1
  • Run merchant-built Procedures for where-is-my-order, returns, refunds, exchanges and order updates or cancellations2
  • Intercom says Fin can process partial or full cancellations, issue refunds and change addresses when possible, escalating orders in transit1

Controls you get

Approvals, limits, handover and logs

  • Procedures stay drafts and do not run until the merchant reviews each step and sets them live2
  • A "Loop in teammate" step pauses a Procedure until a teammate approves, for example a refund7
  • Draft versions of Tasks can be edited and tested without affecting live customers8
  • Invalid order IDs and orders already in transit are escalated to the team1
  • A default assignment hands the conversation to the team when Fin cannot resolve it2

Not found in public sources

We looked and could not find these

  • Ready-made Fin actions that cancel or refund Shopify orders; Intercom's help center lists them as coming soon6
  • Partial refunds from the Intercom Shopify app; its refund button supports full refunds only5
  • An audit log of the actions Fin takes in Shopify
  • Which Intercom plans include Procedures and teammate approval steps

What the vendor claims

Their numbers, not ours. Not scored.

  • Intercom says Fin has a 67% average resolution rate across 12,000+ companies, and that many ecommerce brands see 85% or higher1
  • Intercom offers a $1M payout if a 65% resolution rate is missed, for customers with over 250,000 conversations a month in North America and Europe1

Sources

  1. AI Agent for Ecommerce Customer Service, Fin by Intercom. Accessed Oct 8, 2026.
  2. Set up Fin for Ecommerce on a Shopify store, Intercom Help Center. Accessed Oct 8, 2026.
  3. Pricing, Fin by Intercom. Accessed Oct 8, 2026.
  4. Fin AI Agent & Intercom, Shopify App Store. Accessed Oct 8, 2026.
  5. Install the Shopify App, Intercom Help Center. Accessed Oct 8, 2026.
  6. Connect multiple Shopify stores to a single workspace, Intercom Help Center. Accessed Oct 8, 2026.
  7. Human-in-the-loop approvals for Fin Procedures, Intercom Help Center. Accessed Oct 8, 2026.
  8. Fin Tasks explained, Intercom Help Center. Accessed Oct 8, 2026.

Price

$0.99 per outcome3. With another help desk there is a minimum of 50 outcomes a month; with Intercom's help desk, seats start at $29 per seat a month3.

Billed
Per resolution
Channels
Chat, Email, Social, Phone

What merchants say

#3 of 4 by rating

3.7 from 18 reviews

Read from the Shopify App Store listing on Oct 8, 2026. Adjusted for review volume (shrunk toward 4.5 with the weight of 10 reviews), it scores 3.99 of 5.

Merchant ratings cover the vendor's whole app, not this agent alone, and are not our result. Our tests have not run.

Tasks it will run

Full suite

  • S-01 Where is my order? Shipped, tracking exists

  • S-02 Where is my order? Not shipped yet

  • S-03 Exchange size M for L on an order

  • S-04 Return inside the return window

  • S-05 Return outside the window

  • S-06 Change the address before fulfillment

  • S-07 Change the address after the label is printed

  • S-08 Cancel an unfulfilled order

and 6 more

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