---
conversation_id: "215474369505039"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474369505039?view=List"
shopify_domain: "hvmfhq-1g.myshopify.com"
shopify_url: "https://hvmfhq-1g.myshopify.com"
company_name: "psARTWARE"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-19T20:51:53Z"
closed_at: "2026-05-20T08:34:33Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7165326"
assignee_name: "Sam"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["CJ", "Miles", "Sam"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Pamela Shipley"
customer_email: "pamelashipleyart@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 224
seconds_from_start_to_review_ask: 4088
seconds_from_handoff_to_review_ask: 4087
seconds_from_first_reply_to_review_ask: 3864
review_asked: true
review_ask_admin_name: "Sam"
num_messages: 97
customer_message_count: 37
admin_message_count_total: 53
note_count: 5
customer_word_count: 389
admin_word_count: 806
count_reopens: 1
count_assignments: 2
handling_time_seconds: 4495
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: null
review_ticket_id: "215474372220076"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474372220076"
review_rating: 5
review_posted_at: "2026-05-20T02:34:43Z"
seconds_from_ask_to_review: 16482
summary: null
sentiment: null
resolution_status: null
merchant_agreed_to_review: null
num_issues: null
competitors_mentioned: []
refund_discussed: null
blockers: []
key_quote: null
---

# Conversation 215474369505039 — psARTWARE ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474369505039?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474372220076)  ·  🔗 [Visit Shopify store](https://hvmfhq-1g.myshopify.com)

## Overview
- **Merchant:** Pamela Shipley — `pamelashipleyart@gmail.com` (personal address on a free email provider)
- **Store:** hvmfhq-1g.myshopify.com · 🌍 Jacksonville, Florida, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2024-12-16

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-19 20:42:35 UTC
- **Install to conversation start:** 9 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1
- **Wishlist items count:** 1

## Summary
Merchant Pamela Shipley had just installed the Notify Me app and needed help setting up a pre-order button for a new scarf product, including configuring a deferred payment option so customers would be charged only when the product became available. Agent Sam walked her through the inventory conditions required for pre-order, helped configure a partial payment setup with a customized widget description, and hid the billing details from the cart view. The conversation concluded successfully with Pamela understanding the setup, and she agreed to leave a review.

> "Hardly, but now I see what you mean . . . thanks again for your help Sam. Time for dinner, and a new try tomorrow."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-19 20:51:53 | +0s | — |
| Handed to human (Sam) | 2026-05-19 20:51:54 | +1s | +0s |
| First reply to customer | 2026-05-19 20:55:37 | +3m 44s | +3m 43s |
| Review requested by Sam | 2026-05-19 22:00:01 | +1h 8m | +1h 8m |
| Conversation closed | 2026-05-20 08:34:33 | +11h 42m | +11h 42m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-20 02:34:43 | +5h 42m | +5h 42m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Pre-order button setup | The merchant wanted to know how to set up a pre-order button for a new product variant. | yes |
| 2 | How-To / Setup | Deferred/partial payment configuration | The merchant wanted to configure pre-orders so customers are charged later when the product arrives, not at time of order. | yes |
| 3 | How-To / Setup | Widget description customization | The merchant asked how to customize the pre-order widget description and where to find the edit option in the app. | yes |
| 4 | How-To / Setup | Customize appearance navigation | The merchant was confused about how to find the customize appearance section and why it showed a sample preview rather than her actual product. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +1h 8m after conversation start (+1h 8m after human handoff)
- **Requested by:** Sam
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-20 02:34:43 UTC
- **Time from ask to review publish:** +4h 34m
- **Time from conversation start to publish:** +5h 42m
- **Match method:** `ok`
- **Shop name on review:** psARTWARE
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Excellent, responsive and patient tech support - thank you Sam!!

## Statistics
- **Messages:** 97 (37 customer, 53 admin)
- **Internal notes:** 5
- **Word count:** customer 389, admins 806
- **Total handling time (Intercom):** +1h 14m
- **Reopens:** 1
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 3 (CJ, Miles, Sam)
- **Primary assignee:** Sam
- **Team / Inbox:** Chat

## Tags & Topics
- **Tags:** password-protected-store, Started by Proactive, Expected reply time sent
- **Topics:** NM - Asked for review, NM - New Installation - Proactive, password-protected

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - The mandatory 'days after purchase' date field for partial payment collection was confusing and not a natural fit for the merchant's fulfillment workflow, requiring a workaround by hiding the offer details and using a custom widget description instead.

## Full transcript
<details>
<summary>Click to expand — 97 messages</summary>

**[2026-05-19 20:51:53] user/Pamela Shipley [source]**

> I just installed Notify Me

**[2026-05-19 20:51:54] admin/CJ [note]**

> shopify_domain: hvmfhq-1g.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: True
> low_stock_is_activated: False
> wishlist_is_activated: True

**[2026-05-19 20:51:59] admin/Miles [note]**

> 🔒 This store is password-protected

**[2026-05-19 20:52:20] bot/Luna**

> Hi there,
>  Welcome to Notify Me! We were about to check your widget setup, to make sure it's working perfectly, 🔍 but it looks like your shop is password-protected. Could you please share the password and let me know if you want to talk to the team? You can change it afterward for privacy. 🔐

**[2026-05-19 20:54:22] user/Pamela Shipley [open]**

> password is psartware

**[2026-05-19 20:54:24] bot/Luna**

> Is it password?

**[2026-05-19 20:54:31] user/Pamela Shipley**

> Yes

**[2026-05-19 20:54:31] bot/Luna**

> Sure, I'll get one of our team members for you.

**[2026-05-19 20:54:32] bot/Luna [channel_and_reply_time_expectation]**

> The team will get back to you on this. Our usual reply time is a few hours. You'll get replies here and to pamelashipleyart@gmail.com.

**[2026-05-19 20:55:37] admin/Sam**

> Hi Pamela, ﻿​﻿
>  Welcome to Notify Me! This is Sam from our Customer Care team, and yes, I’m a real human here to help 😊
>  I’m going to take a quick look at your widgets to make sure everything is set up perfectly. In the meantime, if you have any questions at all, just reply to this message and I’ll personally help you out.

**[2026-05-19 20:56:36] user/Pamela Shipley**

> Thanks Sam - I'd like to set up a pre order button for a new scarf I'm creating. Can you help me to do this please?

**[2026-05-19 20:57:12] admin/Sam**

> Sure thing!

**[2026-05-19 20:57:47] admin/Sam**

> For the Pre-order button to work, the product needs these 3 conditions:
>  1. Inventory tracked is on
> 2. Quantity is 0 or less across all locations
> 3. "Continue selling when out of stock" is checked

**[2026-05-19 20:58:03] admin/Sam**

> Please navigate to your Products in the Shopify admin, open the product, and update each variant’s inventory settings like in the screenshot below:
>  [Image]

**[2026-05-19 20:58:42] admin/Sam**

> Once done, I'll happily check your new scarf to make sure everything's running smoothly.

**[2026-05-19 20:59:29] user/Pamela Shipley**

> Okay, all done

**[2026-05-19 21:01:15] user/Pamela Shipley**

> Hi Sam - does all look good on my end?

**[2026-05-19 21:01:24] admin/Sam**

> [Image]

**[2026-05-19 21:01:36] user/Pamela Shipley**

> Hahaha

**[2026-05-19 21:02:54] admin/Sam**

> Yep! Everything's running smoothly.
>  Would you like me to customize the pre-order badge to better align with the product page?
>  [Image]

**[2026-05-19 21:04:30] user/Pamela Shipley**

> Ah, can you add the other sized one too please? And also, I don't want to accept pre-payment. Can you remove that?

**[2026-05-19 21:05:24] admin/Sam**

> For the other size to be a pre-order, you need to apply those 3 conditions I mentioned earlier on the variant.

**[2026-05-19 21:05:44] user/Pamela Shipley**

> Okay. Will do

**[2026-05-19 21:05:58] admin/Sam**

> Regarding the payment, do you mean that you'd like to charge customers later?

**[2026-05-19 21:06:53] user/Pamela Shipley**

> Yes. I'll charge them when the product comes in stock.

**[2026-05-19 21:08:28] admin/Sam**

> Got it. In that case, you need to enable partial payment and receive 0% upfront.
>  Here's how you can edit the offer:
>  [Image]
>  [Image] Then once the product's available, you can capture the payment on Shopify orders panel.

**[2026-05-19 21:08:34] admin/Sam**

> Does that help?

**[2026-05-19 21:11:47] user/Pamela Shipley**

> Darn it - I can't see those fields on my end where do I find them?

**[2026-05-19 21:12:33] admin/Sam**

> Let me grab quick GIF please.

**[2026-05-19 21:13:52] admin/Sam**

> [Image]

**[2026-05-19 21:14:06] admin/Sam**

> Please follow this path.

**[2026-05-19 21:14:55] user/Pamela Shipley**

> That image is illegible.

**[2026-05-19 21:15:56] user/Pamela Shipley**

> I just located the preOrder area in the app but I cannot read your image at all

**[2026-05-19 21:16:42] admin/Sam**

> You can click on the images to open them, but I'll write down the path here as well.

**[2026-05-19 21:18:22] admin/Sam**

> Pre-order tab &gt; under recent offers select default offer &gt; PreOrder logics for DTC &gt; billing policy &gt; partial payment

**[2026-05-19 21:19:38] admin/Sam**

> If you'd like, I can edit the settings for you.
>  May I know when you'd like to charge the customers so I can edit the date?

**[2026-05-19 21:21:37] user/Pamela Shipley**

> I see the default offer, and checked it off but the other things "preorder logics for DTC and billing policy and partial payment - I don't see.

**[2026-05-19 21:22:11] admin/Sam**

> May I have a screenshot of your view?

**[2026-05-19 21:22:13] user/Pamela Shipley**

> OH I see it!!!

**[2026-05-19 21:22:29] admin/Sam**

> Great!

**[2026-05-19 21:24:15] user/Pamela Shipley**

> Can you see what I've done so far?

**[2026-05-19 21:24:56] admin/Sam**

> Yes, but first you should save the changes so I can see them on my end too.

**[2026-05-19 21:26:15] user/Pamela Shipley**

> Saved. Only weird thing is the days after purchase. I don't understand. I'll notify buyer when they arrive and expect payment then, before I ship out.

**[2026-05-19 21:27:01] admin/Sam**

> Changes are now reflected:
>  [Image]

**[2026-05-19 21:27:23] admin/Sam**

> I understand your confusion. I'll explain it.

**[2026-05-19 21:28:55] admin/Sam**

> The app requires a date for collecting the remaining fee so that it can mark the payment status as 'due' on Shopify orders. This is used to help merchants filter and collect payment for partial payments.

**[2026-05-19 21:29:33] admin/Sam**

> Here's an example of how it works:
>  [Image]

**[2026-05-19 21:30:30] user/Pamela Shipley**

> Is there any way around this? Won't make sense to my buyers.

**[2026-05-19 21:33:02] admin/Sam**

> What we can do is to hide the offer, and then mention in the widget description that payment will be collected later once the product's ready.
>  (removing the crossed out part and using the description instead)
>  [Image]

**[2026-05-19 21:33:52] admin/Sam**

> Let me know what message you'd like to show to customers and I'll take care of it.

**[2026-05-19 21:34:27] user/Pamela Shipley**

> Ahh, so it'll just have the preorder button, no other details.

**[2026-05-19 21:35:04] admin/Sam**

> Pre-order button and a description (if you'd like. It's optional)

**[2026-05-19 21:35:32] admin/Sam**

> The description can be customized, unlike the offer you currently see on PDP.

**[2026-05-19 21:36:32] user/Pamela Shipley**

> Okay, so something like . . you will be notified as soon as the scarves arrive. . or something like that?

**[2026-05-19 21:36:44] user/Pamela Shipley**

> What do you recommend?

**[2026-05-19 21:37:49] admin/Sam**

> Yes. We can let them know that they'll be charged later once the scarf is ready to be shipped.
>  This is the approach most users take but it's totally up to you.

**[2026-05-19 21:38:40] user/Pamela Shipley**

> Sounds good to me.

**[2026-05-19 21:39:24] admin/Sam**

> Great then.
>  Would you like to write out the message so I can add it for you?

**[2026-05-19 21:40:46] user/Pamela Shipley**

> Something like . . . Pre-Order now, and you'll be notified when the scarves arrive. Payment will be requested at that time.

**[2026-05-19 21:41:03] user/Pamela Shipley**

> Can I adjust the text later from my end?

**[2026-05-19 21:41:07] user/Pamela Shipley**

> If I need?

**[2026-05-19 21:42:11] admin/Sam**

> Absolutely.
>  You can edit it here:
>  pre-order tab &gt; customize appearance &gt; product page widge &gt; widget description

**[2026-05-19 21:42:21] admin/Sam**

> [Image]

**[2026-05-19 21:42:32] admin/Sam**

> Here's how it looks now. 😊

**[2026-05-19 21:42:42] user/Pamela Shipley**

> That looks fine. Thank you.
>  Where exactly will I see the edit feature?

**[2026-05-19 21:43:47] admin/Sam**

> You can just edit the text on the path I mentioned and once you change it, you'll see a save button.

**[2026-05-19 21:44:04] user/Pamela Shipley**

> I see that once it's in the cart though, it still has that partial payment and May 20th stuff.

**[2026-05-19 21:46:52] admin/Sam**

> pre-order tab &gt; customize appearance &gt; product page widge &gt; widget description
>  [Image]

**[2026-05-19 21:47:06] admin/Sam**

> I also hid the cart details for you.

**[2026-05-19 21:47:34] admin/Sam**

> Feel free to check it on your end as well. 🌸

**[2026-05-19 21:48:21] admin/Sam**

> Anything else I can help with? ^-^

**[2026-05-19 21:49:40] user/Pamela Shipley**

> I do see those changes THANK you Sam. But still I don't see the customize appearance under the preOrder tab on left, under Notify! app tab.

**[2026-05-19 21:50:46] admin/Sam**

> You're most welcome.
>  Customize appearance option is here, right side of the pre-order page:
>  [Image]

**[2026-05-19 21:51:11] admin/Sam**

> Does that help?

**[2026-05-19 21:53:24] user/Pamela Shipley**

> I see your LuxeCraft Mug page but not my scarf page

**[2026-05-19 21:53:44] admin/Sam**

> That's just a sample preview.

**[2026-05-19 21:54:05] admin/Sam**

> The changes you make will be reflected across all your pre-orders.

**[2026-05-19 21:55:33] user/Pamela Shipley**

> I still can't find but the sample preview.

**[2026-05-19 21:55:53] user/Pamela Shipley**

> It's like I can't get beyond the sample preview.

**[2026-05-19 21:56:13] admin/Sam [note]**

> OMG 😭

**[2026-05-19 21:57:18] admin/Sam**

> This section is just a mock-up. You edit the widget contents here and then check the final result on live store.
>  [Image]

**[2026-05-19 21:58:01] admin/Sam**

> It's not meant to display the scarf on customization page.
>  Does that make sense?

**[2026-05-19 21:58:56] user/Pamela Shipley**

> Hardly, but now I see what you mean . . . thanks again for your help Sam. Time for dinner, and a new try tomorrow.

**[2026-05-19 21:59:26] admin/Sam**

> You're most welcome. If you ever need anything else, I'll be just one message away and more than happy to help. 🌸

**[2026-05-19 22:00:00] user/Pamela Shipley**

> 🌻

**[2026-05-19 22:00:01] admin/Sam**

> Bon appetite!
>  Also, I was wondering...
>  Can I ask for a little favor? I’d love it if you could make my day by leaving us a short review before you go! 😍
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
>  I promise it would take just less than 1 minute and 2 clicks but would mean A LOT to me. 🙏

**[2026-05-19 22:00:27] user/Pamela Shipley**

> Sure.

**[2026-05-19 22:01:28] admin/Sam**

> Thank you! 😍

**[2026-05-19 22:01:55] admin/Sam**

> Since Shopify takes a few days to publish reviews, I'd love to know when you submit it so I can keep in mind to read your feedback once it's published. 🥹🙏

**[2026-05-19 22:02:29] user/Pamela Shipley**

> Done.😊

**[2026-05-19 22:03:07] admin/Sam**

> You're a peach. Hope that was a 5-star. ✨
>  Have a lovely evening.🫶

**[2026-05-19 22:03:29] user/Pamela Shipley**

> 😊

**[2026-05-19 22:03:38] user/Pamela Shipley**

> You too.

**[2026-05-19 22:03:54] admin/Sam [note]**

> [Image]

**[2026-05-19 22:04:47] admin/Sam [note]**

> rc

**[2026-05-20 08:34:45] bot/Luna**

> Help Sam understand how they’re doing:

**[2026-05-20 08:34:45] bot/Luna**

> [Conversation Rating Request]

</details>
