---
conversation_id: "215473999360599"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215473999360599?sidebar_tab=details&view=List"
shopify_domain: "little-trooper.myshopify.com"
shopify_url: "https://little-trooper.myshopify.com"
company_name: ""
is_vip: false
app: "Discounty"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-04-21T00:51:23Z"
closed_at: "2026-04-23T03:08:26Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "Unknown"
region_source: ""
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Fin"
team_id: 9259521
all_admins_involved: ["Melissa", "Miles", "Rick"]
agent_count: 3
agent_count_bucket: "3"
customer_name: null
customer_email: "notifications@nativeforms.com"
contact_email_type: "system"
contact_email_role_hint: "notifications"
seconds_to_human_handoff: 7
seconds_to_first_admin_reply: 1344
seconds_from_start_to_review_ask: 181013
seconds_from_handoff_to_review_ask: 181006
seconds_from_first_reply_to_review_ask: 179669
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 25
customer_message_count: 9
admin_message_count_total: 16
note_count: 1
customer_word_count: 434
admin_word_count: 253
count_reopens: 2
count_assignments: 5
handling_time_seconds: 7009
sla_name: null
sla_status: null
fin_participated: true
fin_resolution_state: "Confirmed Resolution"
fin_source_workflow: "All Apps - Email Inbox"
intercom_in_chat_rating: null
intercom_cx_score: 4
review_ticket_id: "215474018429547"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474018429547?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-22T10:18:49Z"
seconds_from_ask_to_review: -60567
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 215473999360599 — Little Trooper Limited ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215473999360599?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474018429547?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://little-trooper.myshopify.com)

## Overview
- **Merchant:** (no name) — `notifications@nativeforms.com` (automated system address (e.g. Shopify/Native Forms notification))
- **Store:** little-trooper.myshopify.com
- **App:** Discounty *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

## App usage — Discounty
- **Discounty plan:** —
- **Installed on:** 2024-11-20 23:50:00 UTC
- **Install to conversation start:** 1y 5mo before this conversation

## Summary
Merchant Cynthia from Little Trooper reported that her checkout page was flashing whenever discounted items were in the cart. The AI bot Luna identified the cause as the Discounty app's 'Payments Messaging' block triggering page refreshes, and guided Cynthia to disable the savings widget, which resolved the flashing. The remaining concern about customers not seeing their savings discount was partially addressed with a workaround involving theme code changes, which Cynthia forwarded to her IT/website team. Cynthia ultimately submitted a review for the app.

> "I've managed to disable the widget. It fixed the issue. However it's not great as our customer can't see the discount that they are saving."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-21 00:51:23 | +0s | — |
| Handed to human (Rick) | 2026-04-21 00:51:30 | +7s | +0s |
| First reply to customer | 2026-04-21 01:13:47 | +22m 24s | +22m 17s |
| Review requested by Rick | 2026-04-23 03:08:16 | +2d 2h | +2d 2h |
| Conversation closed | 2026-04-23 03:08:26 | +2d 2h | +2d 2h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 10:18:49 | +1d 9h | +1d 9h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Checkout page flashing | The merchant reported that the checkout page was flashing across all browsers and devices whenever discounted items were added to the cart. | partial |
| 2 | How-To / Setup | Displaying discount savings without widget | The merchant asked how to show customers their discount savings after the Savings Widget was disabled. | partial |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Email Inbox
- **Intercom's resolution state:** Confirmed Resolution
- **What Fin did:** Luna (the AI bot) identified the root cause of the checkout flashing as the Discounty Savings Widget, guided the merchant through disabling it, and provided workaround advice for displaying compare-at prices via theme code edits.

## Review request
- **Asked:** Yes — +2d 2h after conversation start (+2d 2h after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 10:18:49 UTC
- **Time from ask to review publish:** —
- **Time from conversation start to publish:** +1d 9h
- **Match method:** `fuzzy_via_shopify_handle_substring`
- **Shop name on review:** Little Trooper Limited
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> We love the customer service and using their discount manager! Life savings

## Statistics
- **Messages:** 25 (9 customer, 16 admin)
- **Internal notes:** 1
- **Word count:** customer 434, admins 253
- **Total handling time (Intercom):** +1h 56m
- **Reopens:** 2
- **Assignments:** 5

## People involved
- **Agents who worked on it:** 3 (Melissa, Miles, Rick)
- **Primary assignee:** Rick
- **Team / Inbox:** Fin

## Tags & Topics
- **Tags:** Started by Email, process-nativeform-with-fin, Smiley Closure Review Potential - Fin Resolved, Discounty - asked for review, Automate Snoozing Started
- **Topics:** DS - Asked for review, Urgency 1

## Intercom-side signals
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer experienced a checkout flashing issue caused by a third-party app widget. The AI Agent provided a high-quality solution that resolved the issue, though the customer expressed dissatisfaction with the tradeoff affecting discount visibility.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Discounty 'Payments Messaging' block causes checkout page to flash when sale items are in the cart
- Disabling the Savings Widget removes discount visibility for customers — no in-app fix available without theme code customisation

## Full transcript
<details>
<summary>Click to expand — 25 messages</summary>

**[2026-04-21 00:51:23] lead/(unknown) [source]**

> Email us was completed. Name: Little Trooper Email: hello@littletrooper.co.nz Message: Thank you for allowing us to investigate this matter for you. I'm sending this follow-up email to provide an update and a summary of our conversation regarding the checkout page flashing. We identified that the flashing occurs specifically when items from your sale sections are in the cart because the Discounty app's "Payments Messaging" block is attempting to refresh the page to display savings. To resolve this immediately and ensure your customers can complete their purchases without interruption, please disable the app embed for that specific block within your Discounty settings. Since this behavior stems from the third-party app's script, contacting the Discounty support team via their contact page or your store admin is the best next step to receive a permanent fix for this bug. Please let us know if their team requires any specific adjustments from the Shopify side to assist with their resolution. https://shopify.click/40097-1781-78059-41139-58940.webm What's this about? A major feature has stopped working. intercom_user_id: 69e6c7e96465dfdf7148862e user_id: f6dfb2b3-aff2-4b49-b1c8-9034b9bd0377 type: visitor referrer: https://www.discounty.ai/contact-us avatar: https://static.intercomassets.com/app/pseudonym_avatars_2019/turquoise-crown.png form_created_by: melika.soleimani@partnerz.io You can check completed form here: https://app.nativeforms.com/rQ50C/Ss8tJSpmhr

**[2026-04-21 00:51:55] bot/Luna**

> Hi there,
>  I understand you're experiencing a checkout page flashing issue caused by the Discounty app's "Payments Messaging" block that's affecting a major feature.
>  The checkout page flashing you're experiencing with the Discounty app's "Payments Messaging" block can be resolved by disabling that specific app embed in your Discounty settings. This flashing occurs when the block attempts to refresh the page to display savings information for sale items in the cart.
>  To troubleshoot this issue further, you can also try deactivating and reactivating your Discounty campaign, which re-syncs the discounted prices and ensures campaign settings are applied correctly. Additionally, check for conflicts with other pricing or discount apps that might be overriding your campaign settings, and clear your browser cache by performing a hard refresh or checking the page on a different device.
>  Since this behavior stems from the third-party app's script, contacting the Discounty support team through their contact page or your store admin would be the best approach for receiving a permanent fix for this bug.
>  Are you seeing this flashing issue consistently across all browsers and devices, or does it only occur in specific situations?

**[2026-04-21 00:54:03] user/(unknown)**

> Hi Luna
>  Thank you for the quick reply.
>  It's started this morning across all browers and devices.
>  Only when discounted items are in the cart , see below what it does
>  https://shopify.click/40097-1781-78059-41139-58940.webm
>  Kind regards, Cynthia
> 
>  [Image] p. +64 7 579 4731 ​

**[2026-04-21 00:54:28] bot/Luna**

> Hi Cynthia,
>  Thanks for confirming it's happening across all browsers and devices, and only when discounted items are in the cart. That strongly points to the discount messaging feature trying to refresh or re-sync the cart savings display.
>  To stop the flashing immediately, the most direct fix is to disable the savings widget (the "Payments Messaging" style block) in Discounty, since it's the component that shows savings labels and can trigger refresh behavior.
>  If you still want savings messaging to show, the next best step is to deactivate and then reactivate the campaign, which re-syncs discounted prices and can resolve display issues. Also double-check for conflicts with other pricing or discount apps, since overlapping rules can cause unexpected behavior.
>  Please let me know if this helps or if you have any further questions.

**[2026-04-21 00:57:53] user/(unknown)**

> hi luna
>  Where can i deactivate the widget?
>  ​
>  ​
>  Kind regards, Cynthia
> 
>  [Image] p. +64 7 579 4731 ​

**[2026-04-21 00:58:20] bot/Luna**

> Hi Cynthia,
>  You can deactivate the widget inside Discounty's settings under the Savings Widget area.
>  Steps:
>  - Open Discounty in your Shopify admin.
> - Go to the section where you manage discount visibility and messaging.
> - Find Savings Widget and choose the option to Disable the Savings Widget (this turns off the savings label and any related messaging).
>  If you tell me whether you're using Discounty's auto campaigns or a specific campaign, I can point you to the exact place in the menu you'll see it.

**[2026-04-21 01:04:37] user/(unknown)**

> I've managed to disable the widget. It fixed the issue. However it's not great as our customer can't see the discount that they are saving.
>  It affects all the active campaign (8 in total).
>  Kind regards, Cynthia
> 
>  [Image] p. +64 7 579 4731 ​

**[2026-04-21 01:05:07] bot/Luna**

> Hi Cynthia,
>  Totally understand the tradeoff here. Disabling the Savings Widget stops the checkout flashing, but it also removes the "you're saving X" messaging customers rely on.
>  A practical workaround is to keep the widget off and instead make the discount visible through pricing labels. Many stores do this by showing both the discounted price and the compare-at price (original price) in the cart and checkout, which clearly shows the savings without needing the widget. This usually requires a small theme code change in your Shopify theme's cart and checkout templates.
>  If you want, I can share the exact places to edit in your theme (Cart and Checkout templates) so you can add the compare-at price display.
>  Please let me know if this helps or if you have any further questions.

**[2026-04-21 01:06:47] user/(unknown)**

> That would be great if you can share how to do it, thank you!
>  Kind regards, Cynthia
> 
>  [Image] p. +64 7 579 4731 ​

**[2026-04-21 01:07:18] bot/Luna**

> Hi Cynthia,
>  To show the discount savings without the Discounty widget, the cleanest approach is to display both the discounted price and the compare-at price in your cart and checkout. This requires a small theme code change.
>  Here's the path to make the edits:
>  - Shopify Admin → Online Store → Themes → (your active theme) → Edit code.
> - Update the Cart and Checkout templates to render the compare-at price alongside the discounted price, then publish the theme.
>  One important note: Shopify themes typically show the discounted price only in cart and checkout, so the compare-at price will not appear unless you add it in the theme templates.
>  If you tell me your theme name, I can point you to the most likely template files to edit (for example, cart.liquid and checkout.liquid).
>  Does this help resolve your concern about customers still being able to see their savings?

**[2026-04-21 01:10:30] user/(unknown)**

> Hi Luna
>  I might pass this on to our IT team. But could this be our template? Your current version: Dawn 7.0.1 ?
>  Kind regards, Cynthia
> 
>  [Image] p. +64 7 579 4731 ​

**[2026-04-21 01:11:15] bot/Luna**

> Hi Cynthia,
>  Yes, this is very likely your template (theme). Dawn 7.0.1 is a Shopify theme, and most themes only show the discounted price in cart and checkout by default, so the compare-at price will not appear unless the theme is customized to render it.
>  So the "template" part is correct: to show both prices, you'll need a small theme code change in the Cart and Checkout templates (add the compare-at price rendering), then publish the updated theme.
>  One extra thing to check: if you sell to EEA customers, Shopify can hide compare-at prices by default, so you may also need to enable them in Shopify Admin under Settings → Markets (for the relevant market) by unchecking "Hide compare-at prices for European Economic Area (EEA) customers."
>  Please let me know if this helps or if you have any further questions.

**[2026-04-21 01:12:58] user/(unknown)**

> Thank you for the clarification. I will forward this to our website team as I don't want to stuff it up.
>  At least we've resolved the flashing part. Thanks for that and thank you for your help.
>  Kind regards, Cynthia
> 
>  [Image] p. +64 7 579 4731 ​

**[2026-04-21 01:13:26] bot/Luna**

> Hi Cynthia,
>  You're very welcome! I'm glad we could resolve the flashing issue for you. If your website team has any questions or needs further assistance, just let me know—I'm here to help!

**[2026-04-21 01:13:31] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-04-21 01:13:31] bot/Luna**

> [Conversation Rating Request]

**[2026-04-21 01:13:47] admin/Melissa [assign_and_reopen]**

> Hi there! Melissa here from the team behind Luna. I noticed Luna reached out, and I'm glad to see everything is working well.😍 Also, I was wondering if I could ask for a small favor that would take less than 1 minute of your time. Would you mind writing a review for us? You can submit it through this link only: 👉 Your feedback helps us improve Luna for you and for other merchants. Can't wait to see your kind words! Thank you so much for your time 💙

**[2026-04-21 01:14:01] bot/Luna**

> Help Melissa understand how they’re doing:

**[2026-04-21 01:14:01] bot/Luna**

> [Conversation Rating Request]

**[2026-04-21 01:16:05] user/(unknown) [open]**

> Hi Melissa
>  The link doesn't work, please send again
>  Kind regards, Cynthia
> 
>  [Image] p. +64 7 579 4731 ​

**[2026-04-21 03:39:44] admin/Rick [note]**

> Hey Melissa
>  The link wasn't rendered in the email that was sent to them :(

**[2026-04-21 03:50:17] admin/Rick [assignment]**

> Hello Cynthia,
>  I'm Rick from the Customer Support team here, filling in for Melissa, who's out of the office now, and I'm happy to be assisting you today 🙋🏻‍♂️
> 
>  Sure, thing! You can leave a review on Shopify in seconds via the link below:
>  Discounty Review Link
> 
>  I also reviewed the conversation you had with Luna, and it looks like you passed the issue to your IT team.
>  Let me know if you need further help on this, I'm just a reply away 🤗
> 
>  Best Regards,

**[2026-04-22 03:50:19] bot/Luna**

> Hey there,
> 
>  It looks like you're busy as we haven't heard back from you. Just a quick check-in to see if our previous message has reached you?

**[2026-04-23 01:11:52] user/(unknown)**

> Yes, I have received it.
>  Thank you for your help.
>  Kind regards, Cynthia
> 
>  [Image] p. +64 7 579 4731 ​

**[2026-04-23 03:08:16] admin/Rick**

> Sorry for not getting back to you sooner, Cynthia.
>  I have been out of the office until now.
> 
>  My absolute pleasure, my friend 😇 You're more than welcome!
>  I also received the review you submitted for us, and I truly appreciate your kindness, my friend 😍 ​
>  It looks like you're all set for now. I’ll close this conversation, but please do feel free to reach out if you have any further questions.
> 
>  Have a great day! 🫶🏻

</details>
