# AI in your helpdesk that edits the order.

Aide drafts and answers inside Zendesk, Gorgias or Front, or runs on its own. Its AI changes shipping addresses and offers partial refunds on Shopify orders, and you can start free today.

Aide is a Macha alternative that works inside Zendesk, Gorgias and Front and cancels, refunds or changes the address on Shopify orders for verified shoppers, with refunds approved by your team. You set Aide up yourself on a free plan; Macha's team builds your agent after a call.

Source: https://aide.app/compare/macha · Updated 2026-11-03 · By Ziyad Basheer

| | |
|---|---|
| Pricing unit | Aide: per AI reply. Macha: per ticket, one thread up to 50 messages. |
| Entry price | Aide: free, then $39 for 1,000 replies. Macha: $299 for 750 tickets. |
| Trial | Macha: $50 of usage, set up after a discovery call. Aide: self-serve, no card. |
| Helpdesks | Macha: Zendesk, Freshdesk, Gorgias, Front. Aide: Zendesk, Gorgias, Front, or standalone. |
| Setup | Macha's team builds and tunes your agents. Aide is self-serve; Pro adds a setup call. |
| Checked | November 3, 2026, using Macha's pricing page, Shopify connector page and docs. |

## New address, before the label prints.

A shopper who moves after checkout needs the change made now. Aide confirms the order is theirs and updates the address in Shopify.

Macha's own write-ups list eight built-in Shopify tools, none of which edits a shipping address. Its team builds a custom API tool for that during onboarding.

> Customer: I just moved. Can #1063 go to 22 Birch Lane, Austin, TX 78704 instead?
>
> Aide: No problem, Sam. Order #1063 hasn't shipped yet, so it's now going to 22 Birch Lane, Austin, TX 78704.
>
> Order #1063 verified · Shipping address updated in Shopify

## Side by side

| | Aide | Macha |
|---|---|---|
| Cancel an order | Yes, for verified shoppers | Yes, after a person confirms |
| Refund amount | Full or partial, up to what's refundable | Everything still refundable; no custom amount |
| Who approves refunds | A teammate by default; you can raise the limit | A person confirms each Shopify refund |
| Change a shipping address | Yes, before it ships | Custom API tool built by Macha's team |
| Start a return | Yes, by your Shopify return rules | Custom API tool |
| Without a helpdesk | Aide Helpdesk and Aide Chat | Macha Chatbot; built to run on your helpdesk |

*Checked November 3, 2026 against Macha's public pages. Sources below.*

## 750 tickets, both ways

Take 750 tickets a month, each one drafted or answered by the AI.

- Macha: $299 a month for 750 tickets, whatever their length. No overage; agents pause at the limit.
- Aide at 2 AI replies per ticket: 1,500 replies. Starter is $39 plus 500 extra at $0.15, so $114. Pro is $149 with 4,000 included.
- Aide at 5 replies per ticket: 3,750 replies, still inside Pro at $149.

Macha's price includes its team doing the setup and the tuning after go-live. With Aide that work is yours, with help on a call from Pro.

## Sources

Macha facts were checked on November 3, 2026 against its [pricing page](https://www.getmacha.com/pricing), [home page](https://www.getmacha.com/) for supported helpdesks, [Shopify integration page](https://www.getmacha.com/integrations/shopify), [connectors docs](https://www.getmacha.com/docs/connectors) for which Shopify actions need a person to confirm, and its articles on the [Shopify connector](https://www.getmacha.com/blog/macha-shopify-integration) and [help desk actions](https://www.getmacha.com/blog/help-desk-ai-agents-that-take-actions-matrix). A Shopify App Store search found no Macha listing; it connects to Shopify through OAuth. Aide's facts come from the shipped product and [aide.app/pricing](https://aide.app/pricing). This page is written by Aide, so if a Macha detail is wrong, tell support@aide.app and we will update it.

## Frequently asked questions

### Can Macha change a Shopify order's shipping address?

Not with its built-in Shopify tools. Macha's connector page and blog, checked November 3, 2026, list Cancel Order and Create Refund as the write actions, and route address changes and returns through a custom API tool its team builds. Aide changes the address on unshipped orders for verified shoppers with nothing to build.

### How is Macha priced?

Per ticket. $299 a month for 750, $599 for 1,500, $1,199 for 3,000 and $1,999 for 5,000, about $0.40 each, with a quote above 10,000. Drafts count, Copilot chats count, and agents pause when the month's tickets run out.

### Can Macha refund part of an order?

Its Shopify Create Refund tool refunds everything still refundable on the order, using Shopify's suggested refund, so a partial amount goes to a person or a custom tool. Aide refunds a full or partial amount, capped at what the order can still refund.

### When is Macha the better choice?

When you want a team to analyse your tickets, build and test each agent and keep tuning it, with no implementation fee. Also when you run Freshdesk, need agents calling your own internal systems or Stripe, or have long threads, which Macha bills as one ticket.

### When is Aide not the right fit?

Phone and voice support are outside what Aide does today. WooCommerce stores get answers from their order data, but changes to an order are Shopify only.

### Who sets Aide up?

You do, from the dashboard. Connect Shopify and your helpdesk, import your help center and website, and Aide starts drafting. Owners can also ask Aide Superintelligence to do the setup, and Pro includes a setup call.

## Related
- [Keep Zendesk. Add AI that acts on orders.](https://aide.app/compare/zendesk-ai)
- [Aide vs My AskAI](https://aide.app/compare/my-ask-ai)
- [Address changes, done before the order ships.](https://aide.app/shopify/address-changes)

Start free: https://my.aide.app/register