---
conversation_id: "215474376184880"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474376184880?view=List"
shopify_domain: "c6af72-43.myshopify.com"
shopify_url: "https://c6af72-43.myshopify.com"
company_name: "Aiko Graven"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-20T11:33:32Z"
closed_at: "2026-05-21T11:48:58Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "NLD"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat"
team_id: 7907909
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Aiko Graven"
customer_email: "aikoillustrations@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 238
seconds_to_first_admin_reply: 238
seconds_from_start_to_review_ask: 954
seconds_from_handoff_to_review_ask: 716
seconds_from_first_reply_to_review_ask: 716
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 33
customer_message_count: 12
admin_message_count_total: 21
note_count: 0
customer_word_count: 469
admin_word_count: 464
count_reopens: 1
count_assignments: 7
handling_time_seconds: 7370
sla_name: "Paid Chats First 5min"
sla_status: "hit"
fin_participated: true
fin_resolution_state: "Escalated"
fin_source_workflow: "All Apps - Chat - Let Fin answer first"
intercom_in_chat_rating: null
intercom_cx_score: 2
review_ticket_id: "215474381686135"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474381686135?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-20T18:23:18Z"
seconds_from_ask_to_review: 23632
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 215474376184880 — Aiko Graven ⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474376184880?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474381686135?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://c6af72-43.myshopify.com)

## Overview
- **Merchant:** Aiko Graven — `aikoillustrations@gmail.com` (personal address on a free email provider)
- **Store:** c6af72-43.myshopify.com · 🌍 Krimpen aan den IJssel, South Holland, Netherlands
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** EUR
- **Store created on Shopify:** 2024-07-14

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-14 05:08:32 UTC
- **Install to conversation start:** 6 days before this conversation
- **Status:** REMOVED
- **Total back-in-stock requests received:** 33

## Summary
Merchant Aiko Graven contacted support to cancel her free trial before being charged. Agent Pearl guided her through the downgrade process via a screenshot, and the issue was resolved. After leaving a 4-star review, the merchant provided detailed feedback citing negative experiences with the AI bot, aggressive upsell prompts, and excessive email notifications, ultimately explaining she had already deleted the app.

> "I thought this would be a quiet app that could help me, instead it felt like I was being yelled at to upgrade my plan and getting constant notifications that things were happening in the extension."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-20 11:33:32 | +0s | — |
| Handed to human (Pearl) | 2026-05-20 11:37:30 | +3m 58s | +0s |
| First reply to customer | 2026-05-20 11:37:30 | +3m 58s | +0s |
| Review requested by Pearl | 2026-05-20 11:49:26 | +15m 54s | +11m 56s |
| Conversation closed | 2026-05-21 11:48:58 | +1d 0h | +1d 0h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-20 18:23:18 | +6h 49m | +6h 45m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Cancel free trial / downgrade plan | The merchant wanted to cancel her free trial before the first payment was charged but could not find the option in her settings. | yes |
| 2 | Billing | Concern about being charged after cancellation | The merchant was unsure whether she would still be charged for the first month after downgrading her plan. | yes |
| 3 | Technical Bug | Excessive email notifications from chat | The merchant reported receiving over 5 separate emails for each individual chat message sent by the support team, which felt spammy. | partial |
| 4 | Feature Request | Opt out of AI first-contact | The merchant expressed dissatisfaction with being routed through an AI assistant as the first point of contact. | partial |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The AI bot Luna attempted to handle the initial cancellation request, collected routing information, and escalated the conversation to a human agent when the merchant requested one.

## Review request
- **Asked:** Yes — +15m 54s after conversation start (+11m 56s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-20 18:23:18 UTC
- **Time from ask to review publish:** +6h 33m
- **Time from conversation start to publish:** +6h 49m
- **Match method:** `ok`
- **Shop name on review:** Aiko Graven
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Tried this app with a free trial and worked as I thought it would. I was also assisted by their customer service in a really quick and helpful way (thank you Pearl!)

## Statistics
- **Messages:** 33 (12 customer, 21 admin)
- **Internal notes:** 0
- **Word count:** customer 469, admins 464
- **Total handling time (Intercom):** +2h 2m
- **Reopens:** 1
- **Assignments:** 7
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Pearl)
- **Primary assignee:** Pearl
- **Team / Inbox:** Chat

## Tags & Topics
- **Tags:** Started by Chat, Low CSAT for Fin, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 3

## Intercom-side signals
- **Intercom CX Score (AI grading):** 2 / 5
  - Explanation: The customer experienced frustration with the AI Agent and app's subscription policy, escalating to a human teammate who successfully resolved the cancellation. The customer expressed strong negative sentiment about the product and policy but appreciated the teammate's support.

## Sentiment & Resolution
- **Sentiment:** negative
- **Resolution status:** partially_resolved
- **Refund discussed:** yes
- **Competitors mentioned:** —
- **External blockers:** - No visible self-service option to cancel or downgrade the free trial within the app settings
- Aggressive upsell prompts during the trial period before the merchant could evaluate the app
- Each individual support chat message triggering a separate notification email, causing inbox spam

## Full transcript
<details>
<summary>Click to expand — 33 messages</summary>

**[2026-05-20 11:33:32] user/Aiko Graven [source]**

> Hi, I would like to cancel my free trial / cancel before I have to pay the first payment is made

**[2026-05-20 11:33:44] bot/Luna**

> Thanks for reaching out! I understand you want to cancel your free trial before the first payment. Would you like me to connect you with a human agent to assist with this? Or if you want, you can share more details here and I’ll do my best to help!

**[2026-05-20 11:35:12] user/Aiko Graven**

> yes connect me with a human agent

**[2026-05-20 11:35:18] bot/Luna**

> I understand you would like to speak with a member of our team. I am sharing this conversation with them now so they can help you directly.

**[2026-05-20 11:35:51] bot/Luna**

> Let’s connect you with the team. ​ Just, which option best applies to your reason for contacting us today?

**[2026-05-20 11:36:03] user/Aiko Graven**

> I have a question

**[2026-05-20 11:36:04] bot/Luna**

> Thank you, I've assigned you to the team. ✋🏻 ​ In the meantime, Could you add any more details and examples? (e.g., screenshots and relevant URLs) It’ll help our teammates understand and assist you faster. ​ Also please help us understand your experience with my help as AI agent:

**[2026-05-20 11:36:04] bot/Luna**

> [Conversation Rating Request]

**[2026-05-20 11:36:05] 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 aikoillustrations@gmail.com.

**[2026-05-20 11:37:30] admin/Luna [assignment]**

> We're really sorry that your experience didn't meet your expectations. 😔 To assist you more quickly, we're passing your conversation along to the team for further review. If you have any additional details, such as screenshots or specific examples, please feel free to share them with us. We're here to help! 💙

**[2026-05-20 11:39:30] admin/Pearl**

> Hi there,
>  I hope you are doing well.
> 
>  This is Pearl from the Customer Care Team🙋‍♀️
>  Thank you for contacting us.

**[2026-05-20 11:42:15] user/Aiko Graven**

> Hi! I would like to cancel my free trial / cancel before I have to pay the first payment is made. I don't see a way to do this within my settings so I need some help :)

**[2026-05-20 11:42:43] admin/Pearl**

> Let me show you

**[2026-05-20 11:44:06] admin/Pearl**

> [Image]

**[2026-05-20 11:46:14] user/Aiko Graven**

> Alright I clicked on that and downgraded to a free month trial

**[2026-05-20 11:46:18] user/Aiko Graven**

> is that all I have to do?

**[2026-05-20 11:47:09] admin/Pearl**

> Great, yes. You are all set

**[2026-05-20 11:47:17] user/Aiko Graven**

> alright thank you!

**[2026-05-20 11:48:05] admin/Pearl**

> No problem :)
>  Any thing else I can do to help please?

**[2026-05-20 11:48:16] user/Aiko Graven**

> That was all thank you for your help!

**[2026-05-20 11:48:35] admin/Pearl**

> My pleasure.
>  Please feel free to reach out any time!

**[2026-05-20 11:48:46] admin/Pearl**

> Also, I was wondering, can I ask for a little favor? 🥹
>  I promise it'll just take less than a minute of your time.

**[2026-05-20 11:48:56] user/Aiko Graven**

> sure

**[2026-05-20 11:49:26] admin/Pearl**

> Thanks!
>  Can you make me happy by leaving a review before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-20 11:51:03] user/Aiko Graven**

> Just reviewed and added your name, hope that helps :)

**[2026-05-20 11:51:10] user/Aiko Graven**

> Have a nice day!

**[2026-05-20 11:51:55] admin/Pearl**

> Appreciate it so much!
>  Hope it was a 5 star✨

**[2026-05-20 11:52:01] admin/Pearl**

> Have a lovely day!

**[2026-05-20 12:03:03] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-05-20 12:03:03] bot/Luna**

> [Conversation Rating Request]

**[2026-05-21 08:09:06] admin/Pearl [open]**

> Hi there!
>  It's Pearl here :) Hope you're having a wonderful day!
>  Thank you so much for leaving a review and for the sweetest shoutout!
> 
>  I noticed your review came in at 4 stars. I just wanted to ask — was there anything that fell short for you? I'd truly love to know so I can do better.
> 
>  And I'll be real with you; for a small app like ours, the difference between 4 and 5 stars has a huge impact on our reputation and, in turn, our business.
> 
>  If it was perhaps a small oversight, or if you feel the experience was worth a 5th star, can I ask for a personal favor?🥹 I'd be over the moon if you'd consider updating it, using the link below:
>  Notify me! | Review Link
>  And if there's something we can improve first — just tell me and I'm on it!
> 
>  Either way, thank you for being so lovely. 💛
> 
>  With appreciation,
>  Pearl | Notify Me! Customer Care

**[2026-05-21 09:47:02] user/Aiko Graven**

> Hi Pearl!
>  I gave 4 starts because of 3 reasons:
>  1. The ai assistant I got in contact with first when I needed help. I’ve had very bad experiences with ai assistants before and this being the first contact you receive when you need help gave me a bad feeling
>  2. I was barely able to use the features of the app to test it out without being bombarded with text that I had to pay a monthly fee. I didn’t even know how much I was going to use the app, and to pay nearly €20 per month for that felt a bit excessive. I’m also not sure now that I cancelled my free trial, if I still have to pay the monthly subscription for the first month, cause it looked on my shopify page that this would be the case.
>  I understand that you need to earn money as well, but it felt like I had to buy something without knowing it was right for me and that didn’t sit right with me.
>  3. When I first downloaded the app, someone from your team was apparently in the chat trying to assist me. I didn’t notice this. In the shopify screen I didn’t see or hear anything but later found over 5+ emails in my inbox, of each separate message they send in chat. That felt very spammy and stressed me out.
>  Overal my experience cancelling was great, you helped me very well. But I deleted the app right after as I felt like my experience up until that point was taking way too much attention off of other parts of my business. I thought this would be a quiet app that could help me, instead it felt like I was being yelled at to upgrade my plan and getting constant notifications that things were happening in the extension.
>  I hope this explains enough. I will not be responding to any further contact as this has taken me too much time already
>  Wishing you the best!
>  -Aiko ​
>  Op do 21 mei 2026 om 10:12 schreef Pearl from Notify Me! &lt;support@notify-me.io&gt;
>  [Image]

**[2026-05-21 11:21:23] admin/Pearl**

> Hi Aiko,
>  Thank you so much for your honest words. We truly hear you💖
> 
>  Because of what you shared, we want you to know that if you ever reach out again, we'll connect you directly to a human agent from the very first message. No AI, no waiting. Your other feedback is already with our product team.
> 
>  Your plan is cancelled and you will not be charged. Shopify manages billing, but we're watching on our end too. If anything comes through by mistake, we'll refund it immediately.
> 
>  As a token of appreciation, we'd love to offer you 3 months of free access to the Standard plan, in case you ever want to try again.
> 
>  Take care and all the best✨

</details>
