---
conversation_id: "215474010324774"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474010324774?view=List"
shopify_domain: "leonessaswitzerland.myshopify.com"
shopify_url: "https://leonessaswitzerland.myshopify.com"
company_name: "VAVAS STUDIO"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-21T18:36:01Z"
closed_at: "2026-04-21T22:30:36Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Switzerland"
region_source: "company_country"
assignee_admin_id: "7549323"
assignee_name: "Harry"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Harry", "Nilou", "Rina"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Vanessa Ravasio"
customer_email: "vanessa.ravasio@hotmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 0
seconds_to_first_admin_reply: 443
seconds_from_start_to_review_ask: 1305
seconds_from_handoff_to_review_ask: 1305
seconds_from_first_reply_to_review_ask: 862
review_asked: true
review_ask_admin_name: "Harry"
num_messages: 30
customer_message_count: 9
admin_message_count_total: 19
note_count: 5
customer_word_count: 61
admin_word_count: 359
count_reopens: 1
count_assignments: 3
handling_time_seconds: 1389
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: 5
review_ticket_id: "215474015332905"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474015332905?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-22T02:16:56Z"
seconds_from_ask_to_review: 26350
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 215474010324774 — VAVAS STUDIO ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474010324774?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474015332905?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://leonessaswitzerland.myshopify.com)

## Overview
- **Merchant:** Vanessa Ravasio — `vanessa.ravasio@hotmail.com` (personal address on a free email provider)
- **Store:** leonessaswitzerland.myshopify.com · 🌍 Zurich, Zurich, Switzerland
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** CHF
- **Store created on Shopify:** 2021-12-02
- **Public review score (StoreLeads):** 5.0 (5 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-04-21 18:36:00 UTC
- **Install to conversation start:** 1 seconds before this conversation
- **Uninstalled on:** 2026-04-12 20:01:43 UTC ⚠️
- **Active:** Yes
- **Sales revenue through Discounty:** CHF 3,658
- **Total orders through Discounty:** 42

## Summary
Merchant Vanessa Ravasio reinstalled Discounty after a previous installation and was concerned about being charged again within 3 days. Agent Harry explained that plans cannot be transferred between installations, confirmed that 24 unused days from the prior plan were eligible for a refund, and processed the refund successfully. The merchant was satisfied with the resolution and agreed to leave a review.

> "thats great"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-21 18:36:01 | +0s | +0s |
| Handed to human (Harry) | 2026-04-21 18:36:01 | +0s | +0s |
| First reply to customer | 2026-04-21 18:43:24 | +7m 23s | +7m 23s |
| Review requested by Harry | 2026-04-21 18:57:46 | +21m 45s | +21m 45s |
| Conversation closed | 2026-04-21 22:30:36 | +3h 54m | +3h 54m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 02:16:56 | +7h 40m | +7h 40m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Refund for unused subscription days after reinstall | The merchant asked why they would be charged again after reinstalling the app and how to fix it. | yes |
| 2 | Technical Bug | Campaign migration after reinstall | The agent needed to check whether an active campaign from the previous installation was still affecting prices. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +21m 45s after conversation start (+21m 45s after human handoff)
- **Requested by:** Harry
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 02:16:56 UTC
- **Time from ask to review publish:** +7h 19m
- **Time from conversation start to publish:** +7h 40m
- **Match method:** `ok`
- **Shop name on review:** VAVAS STUDIO
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Best app for bulk discounts, super fast and no issues at all. Harry’s support was amazing and really helpful. Highly recommend!

## Statistics
- **Messages:** 30 (9 customer, 19 admin)
- **Internal notes:** 5
- **Word count:** customer 61, admins 359
- **Total handling time (Intercom):** +23m 9s
- **Reopens:** 1
- **Assignments:** 3

## People involved
- **Agents who worked on it:** 3 (Harry, Nilou, Rina)
- **Primary assignee:** Harry
- **Team / Inbox:** Chat

## Tags & Topics
- **Tags:** Started by Proactive, Discounty - asked for review
- **Topics:** New installation, DS - Asked for review, DIS - Reinstallation

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a billing concern about reinstalling the app and was helped by a teammate who clearly explained the policy and refund process. The customer accepted the solution and left a positive review.

## Related conversations (referenced in transcript)
- 215474010336943

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** yes
- **Competitors mentioned:** —
- **External blockers:** - Plans cannot be transferred between app installations, requiring merchants to repurchase a plan upon reinstall

## Full transcript
<details>
<summary>Click to expand — 30 messages</summary>

**[2026-04-21 18:36:01] user/Vanessa Ravasio [source]**

> I just reinstalled Discounty.

**[2026-04-21 18:36:01] admin/Rina [note]**

> This merchant has previously uninstalled and now reinstalled Discounty.
>  1. Review their past installations to check if any campaigns were active or in-progress at the time of uninstall.
> 2. Contact the merchant to:
>  - Gather feedback on why they uninstalled and reinstalled.
> - If needed, explain that discounts from old campaigns may still be active.
> - If needed, Advise them to wait until we deactivate previous campaigns to avoid issues.
> - If needed, take appropriate actions based on campaign status.
>  Shop installation records: https://api-discounty.hengam.io/admin/app_installer/shop/?q=leonessaswitzerland.myshopify.com
>  Campaign records: https://api-discounty.hengam.io/admin/campaign/campaign/?q=leonessaswitzerland.myshopify.com

**[2026-04-21 18:40:43] user/Vanessa Ravasio [open]**

> Hello, I started using the app this month and just reinstalled it, but it says I’ll have to pay again in 3 days. How can I fix this?

**[2026-04-21 18:41:48] admin/Nilou [note]**

> dear Harry They have an active convo with you

**[2026-04-21 18:42:01] admin/Nilou [note]**

> I assign this bayjaze

**[2026-04-21 18:42:15] admin/Harry [note]**

> Thank you

**[2026-04-21 18:43:24] admin/Harry**

> Hi Vanessa!
>  This is Harry from Discounty.
> 
>  It looks like in your previous installation, there was a campaign that hadn’t fully expired when the app was uninstalled. To handle this correctly, we need to follow a couple of steps.
>  Before we move forward, I just want to check one thing. Have you already updated your prices, or are they still discounted from that campaign? Since reverting the campaign would impact those prices, I want to make sure we don’t change anything you’ve already set intentionally.
> 
>  The steps we need to take are:
>  1. Migrate the campaign to your new installation
> 2. Revert and deactivate it properly
>  I look forward to your response and to resolving this for you.

**[2026-04-21 18:44:13] admin/Harry [note]**

> https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474010336943?view=List

**[2026-04-21 18:45:32] user/Vanessa Ravasio**

> The prices are normal, I just turned off a campaign I started a little while ago.

**[2026-04-21 18:46:00] admin/Harry**

> Thank you for clarifying

**[2026-04-21 18:48:08] admin/Harry**

> Regarding your question about the plans, each installation requires its own plan in Shopify and cannot be transferred between installations. That’s why you’ll need to upgrade your plan on this new installation. However, rest assured, we will refund any unused days from your previous installation. Does that sound good?

**[2026-04-21 18:48:32] user/Vanessa Ravasio**

> thats great

**[2026-04-21 18:48:45] admin/Harry**

> 😊

**[2026-04-21 18:52:01] admin/Harry**

> It looks like you uninstalled the app on April 12 after activating the Essential plan on April 6. This means you used 6 days of your monthly plan, and 24 days would need to be refunded. Is that correct?

**[2026-04-21 18:52:28] user/Vanessa Ravasio**

> yes

**[2026-04-21 18:53:03] admin/Harry**

> Thank you for confirming. I'll take care of the refund and get back to you shortly. Does that sound good?

**[2026-04-21 18:53:48] user/Vanessa Ravasio**

> yes,thank you

**[2026-04-21 18:54:02] admin/Harry**

> My pleasure! 😊

**[2026-04-21 18:56:08] admin/Harry**

> It's done!
>  The refund has been made back to the original method of payment. You will also see this reflected on your financial statement in 3-10 business days, depending on how quickly your payment provider processes refunds.
> 
>  [Image]

**[2026-04-21 18:57:02] admin/Harry**

> Is there anything else I can help you with?

**[2026-04-21 18:57:17] user/Vanessa Ravasio**

> thats all, thank you so much

**[2026-04-21 18:57:39] admin/Harry**

> You're very welcome! 😊

**[2026-04-21 18:57:46] admin/Harry**

> Also, I was wondering, can you make me happy by leaving us a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: Discounty Review Link

**[2026-04-21 18:58:53] user/Vanessa Ravasio**

> sure

**[2026-04-21 18:59:19] admin/Harry**

> That's very kind of you. Thank you so much!

**[2026-04-21 18:59:31] admin/Harry**

> Could you please let me know once it’s done? Shopify takes a few days to publish, and I’d like to keep an eye out for it.

**[2026-04-21 19:02:42] user/Vanessa Ravasio**

> done

**[2026-04-21 19:03:05] admin/Harry**

> Thank you! 😊

**[2026-04-21 22:30:47] bot/Luna**

> Help Harry understand how they’re doing:

**[2026-04-21 22:30:48] bot/Luna**

> [Conversation Rating Request]

</details>
