Billing & Usage
Everything you need to know about pricing, your free tier, monthly caps, and how to keep track of costs.
How Pricing Works
Supportify uses pay-per-session pricing. A "session" is one customer conversation — from the moment they send their first message until the chat ends.
You pay a small fixed price per chat session (shown on your Billing page in the app), plus a 1.5x markup on return labels. Support tickets are free — when a conversation escalates to a ticket, you are never charged extra for it.
You only pay for sessions that are resolved. A session is resolved when the customer gives positive feedback (4+ stars), or when 24 hours pass without any negative feedback. Sessions with bad ratings are not charged.
Billing is optional — you can use Supportify with just the free tier without setting up billing. Setting up a billing cap is only needed if you want more sessions than your free allotment.
Your Free Tier
Every store gets 50 free chat sessions — customer conversations at no cost. Your Billing page shows exactly how many you have left.
- One-time allotment — the 50 free sessions are a one-time allowance to get you started, not a monthly renewal. Once they're used, additional sessions are billed per session.
- No credit card required — you can use your free sessions without setting up billing.
- Full features — free sessions get the same AI capabilities as paid ones.
You can see how many free sessions you've used on the Billing page in the Supportify app (under Settings).
Tip
The free tier is plenty for trying out Supportify before committing. Once you've used your 50 free sessions, you can set up billing to keep going.
Setting Up a Billing Cap
If you need more than your free sessions, you can optionally set up a monthly billing cap. This is the maximum amount you're willing to spend in a given month. You'll never be charged more than this.
To set it up:
- Go to Settings → Billing in the Supportify app.
- Click "Adjust Monthly Cap".
- Choose your desired cap amount (the page shows how many sessions it covers at your per-session rate).
- Click Confirm. Shopify will ask you to approve the subscription.
- Approve it in Shopify, and billing is active.
If you don't set up a billing cap, you can still use the app with your free sessions.
How Shopify billing works
All charges go through Shopify's built-in billing system. You don't enter a credit card with us — Shopify handles payment using whatever payment method you have on file with them. Charges appear on your regular Shopify invoice.
What Happens When You Approach Your Cap
Supportify watches your usage and alerts you before you hit your limit:
At 90% of your cap — Warning
You'll see a yellow warning banner on the Billing page letting you know you're close to your limit. This is a heads-up to either increase your cap or be prepared for reduced service.
At 102% of your cap — Fallback Mode
Once you exceed your cap (with a small 2% grace period), your chatbot enters fallback mode:
- The AI switches to a lighter, faster model (so responses are still instant).
- Customers can only create support tickets — advanced features like order lookup and returns are paused.
- Fallback sessions are free — you're not charged for them.
To get back to full service, increase your monthly cap. It takes effect immediately.
Monitoring Your Usage
The Billing page gives you a full breakdown of your costs:
- Current status — Is your subscription active? How close are you to your cap?
- Usage breakdown — See costs split by chat sessions, support tickets, and shipping labels.
- Progress bar — A visual indicator showing how much of your cap you've used.
- Free tier tracker — Shows how many of your free sessions are remaining.
You can also view your billing history for a detailed log of every charge — date, type, amount, and status. This can be exported as a CSV file.
Adjusting Your Cap
You can change your billing cap at any time:
- Go to Settings → Billing.
- Click "Adjust Monthly Cap".
- Choose a new amount.
- Approve the change in Shopify.
Tip
You can also adjust your cap directly in your Shopify admin (under the app subscription). Supportify will automatically detect the change and sync it.