The short version
Re:amaze is a multi-channel shared inbox for ecommerce, licensed per agent seat. Its AI Agent is still labelled Beta by the vendor.
Aiders is a Shopify email agent, priced per store. The money actions are the shipped product, not a preview: it refunds, credits, cancels and edits orders inside Shopify under limits you set.
How each one charges
| Re:amaze | Aiders | |
|---|---|---|
| Billing unit | Per agent seat, per month | Per store, per month |
| Published tiers | Per-agent plans, see their pricing page | From EUR 49 per store, 250 emails included |
| Cost curve | Follows headcount | Flat inside your plan |
| AI status | AI Agent labelled Beta by the vendor | Shipped feature, not a preview |
| A seasonal temp for December | Another seat | No change |
| Channels | Email, chat, SMS, social, voice |
Prices move. Check the Re:amaze pricing page and ours before you decide.
What that means when the volume comes
A per-seat licence prices the exact thing you were hoping not to buy. Volume goes up, you add a person, the licence follows the person. Seats are also sticky in one direction only. You add them for the peak and carry them through the quiet quarter, because letting a trained agent go in January to save a monthly seat fee is not a decision anyone actually makes.
The Beta label is the vendor's own word, not our characterisation, and it tells you where the product's centre of gravity sits. The shared inbox is the finished thing. The AI is the newer part. That is a perfectly reasonable place for a helpdesk to be, but it means you should plan your staffing around the inbox and treat the AI as upside.
Aiders is the other way round. The agent is the product and the price is per store, so the number of people who log in does not change what you pay.
What Aiders does here
- Issues partial and full refunds itself in Shopify, into the original payment method.
- Waits for carrier confirmation that a return arrived before refunding.
- Edits the real order to change a variant, with a live stock check and a payment link if the price rises.
- Issues store credit or a gift card, spendable at checkout with no code.
- Enforces a refund ladder in code and a cash ceiling: under it Aiders pays immediately, over it the refund queues for your team, and the customer hears the same wording either way.
- Will not compensate the same order twice. It checks the negotiation record, the compensation ledger and the raw refund and credit data before any offer, and refunds are idempotent, so a retry after a dropped connection cannot pay twice.
- Will not hand more money to a customer with a recent chargeback.
- Detects a chargeback threat in the email and alerts you with the customer's exact words, the reasoning, a recommended action and a de-escalation strategy, on the order it relates to.
Where that sits against the chargeback tools
Chargeflow, Disputifier, Signifyd, Riskified and Kount all act on the transaction: at checkout, at fraud screening, or once a dispute exists. Chargeflow does read helpdesk tickets, but after the dispute exists, to assemble evidence and win it. Aiders sits earlier on the same timeline, on the sentence in the email, while it is still a customer you can satisfy.
Timing decides the cost. On 1 April 2026 Visa cut the threshold at which a merchant is flagged Excessive under its Acquirer Monitoring Program from 2.2% to 1.5% across the US, Canada, the EU and Asia-Pacific. Card network monitoring programmes do not consider dispute outcomes, so every chargeback counts, including the ones you win. Industry treats activity above 0.75% as excessive, and a sudden spike can flag you before you get there.
What Re:amaze is good at
Per seat, Re:amaze is one of the better-value helpdesks in ecommerce, and it is genuinely broad: email, live chat, SMS, social and voice in one inbox, plus a help site and proactive chat. It integrates with Shopify and other carts, it is quick to learn, and a small team can run all of their customer contact through it without a big bill. If you want people with good tools, it is a sensible buy.
Who should pick which
Pick Re:amaze if you have a small team who like talking to customers, you want every channel in one place, and you would rather equip people than replace the work.
Pick Aiders if your email is mostly order questions, you want them resolved rather than assigned, and you do not want the answer to be another seat.
If you need someone live on chat during business hours, that is Re:amaze. We do email, and we do the actions behind it.
Start free
Install Aiders on Shopify. The first 100 emails are free, once, not per month. Only emails that get a reply count.