---
conversation_id: "215474107805134"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474107805134?view=List"
shopify_domain: "mahi-leather.myshopify.com"
shopify_url: "https://mahi-leather.myshopify.com"
company_name: "MAHI Leather"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-29T10:56:42Z"
closed_at: "2026-04-29T12:24:39Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "UK"
region_source: "company_country"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Nilou", "Sam"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Jamie Rose"
customer_email: "camilla@mahileather.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 72
seconds_to_first_admin_reply: 72
seconds_from_start_to_review_ask: 843
seconds_from_handoff_to_review_ask: 771
seconds_from_first_reply_to_review_ask: 771
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 90
customer_message_count: 32
admin_message_count_total: 52
note_count: 5
customer_word_count: 272
admin_word_count: 713
count_reopens: 0
count_assignments: 6
handling_time_seconds: 4414
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: 5
review_ticket_id: "215474114274919"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474114274919?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-29T18:21:17Z"
seconds_from_ask_to_review: 25832
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 215474107805134 — MAHI Leather ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474107805134?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474114274919?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://mahi-leather.myshopify.com)

## Overview
- **Merchant:** Jamie Rose — `camilla@mahileather.com` (personal business email (likely the founder or a named employee))
- **Store:** mahi-leather.myshopify.com · 🌍 Coventry, England, United Kingdom
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2016-01-05
- **Public review score (StoreLeads):** 3.5 (4 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-04-28 11:48:05 UTC
- **Install to conversation start:** 23h 8m before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 0
- **Total orders through Discounty:** 0

## Summary
Merchant Jamie Rose requested visual customisation of their volume discount table widget, including header row colour changes and spacing adjustments, which the agent Nilou implemented live. Jamie also asked about preventing customers from stacking other discount codes on top of the volume discount, which Nilou explained and resolved by disabling combination with product-type discounts via a collaborator access request.

> "We have thousands of discount codes so we cant edit those"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-29 10:56:42 | +0s | — |
| Handed to human (Nilou) | 2026-04-29 10:57:54 | +1m 12s | +0s |
| First reply to customer | 2026-04-29 10:57:54 | +1m 12s | +0s |
| Review requested by Nilou | 2026-04-29 11:10:45 | +14m 3s | +12m 51s |
| Conversation closed | 2026-04-29 12:24:39 | +1h 27m | +1h 26m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-29 18:21:17 | +7h 24m | +7h 23m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Table style customisation | The merchant wanted the discount table's heading row changed to a black (#363636) background with white text and the discount text changed to a specific hex colour, with bolding and padding adjustments. | yes |
| 2 | How-To / Setup | Discount code stacking / combination | The merchant wanted to prevent customers from applying additional discount codes on top of the volume discount. | yes |

## 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 asked the merchant for more details about their issue and routed them to the human support team, but did not resolve any issues itself.

## Review request
- **Asked:** Yes — +14m 3s after conversation start (+12m 51s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-29 18:21:17 UTC
- **Time from ask to review publish:** +7h 10m
- **Time from conversation start to publish:** +7h 24m
- **Match method:** `ok`
- **Shop name on review:** MAHI Leather
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Great/quick support. Nilou was especially helpful in applying customisation to the display.

## Statistics
- **Messages:** 90 (32 customer, 52 admin)
- **Internal notes:** 5
- **Word count:** customer 272, admins 713
- **Total handling time (Intercom):** +1h 13m
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 2 (Nilou, Sam)
- **Primary assignee:** Nilou
- **Team / Inbox:** Chat

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer requested customization and clarification on discount code stacking, receiving helpful and timely assistance from the teammate who resolved all issues to the customer's satisfaction.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - No native in-app setting to disable discount code stacking; required agent collaborator access to manually adjust combination settings

## Full transcript
<details>
<summary>Click to expand — 90 messages</summary>

**[2026-04-29 10:56:42] user/Jamie Rose [source]**

> Can I speak to a human?

**[2026-04-29 10:56:49] bot/Luna [duplicate_conversation_note]**

> This could be a duplicate conversation.
>  This user has 1 other open or snoozed conversation(s) with activity in the last 10 hours:
>  -
>  215474090931254

**[2026-04-29 10:56:55] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share a bit more about your issue so they can assist you more efficiently?

**[2026-04-29 10:57:28] bot/Luna**

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

**[2026-04-29 10:57:32] user/Jamie Rose**

> I have a question

**[2026-04-29 10:57:33] 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:

**[2026-04-29 10:57:34] bot/Luna**

> [Conversation Rating Request]

**[2026-04-29 10:57:34] 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 camilla@mahileather.com.

**[2026-04-29 10:57:54] admin/Nilou**

> Hello Jamie,
> 
>  Thank you for contacting us.
>  I'm Nilou from the Customer Support team here, and I'm happy to be assisting you today 🙋‍♀️

**[2026-04-29 10:58:00] admin/Nilou**

> How can I help you today?

**[2026-04-29 10:58:04] admin/Sam [note]**

> Can i take this? :(

**[2026-04-29 10:58:08] admin/Sam [note]**

> too late

**[2026-04-29 10:58:10] admin/Nilou [note]**

> I just sawww sorry

**[2026-04-29 10:58:19] admin/Nilou [note]**

> :(sorry

**[2026-04-29 10:58:33] user/Jamie Rose**

> [Image] Hello Nilou - can you add some customisation to our table pleaes?

**[2026-04-29 10:58:36] user/Jamie Rose**

> It doesnt really stand out right now

**[2026-04-29 10:58:46] admin/Sam [note]**

> [GIF]

**[2026-04-29 10:59:07] admin/Nilou**

> Yes! For sure! Let me send you a suggestion

**[2026-04-29 10:59:23] user/Jamie Rose**

> ok

**[2026-04-29 11:01:28] admin/Nilou**

> Here's a preview of a style customization I had in mind:
>  [Image] I'd love to hear your thoughts on it

**[2026-04-29 11:02:55] user/Jamie Rose**

> Hmm no I prefer the original but thank you.
>  Can you just make the following changes to the original:
>  1. Top heading row: Black background with white text
>  2. 'x% Off' text change to hex code #7A1C24

**[2026-04-29 11:03:17] admin/Nilou**

> Yes! Absolutely! On it

**[2026-04-29 11:04:55] admin/Nilou**

> Is this what you expected?
>  [Image]

**[2026-04-29 11:05:07] admin/Nilou**

> Just added this change👍

**[2026-04-29 11:05:14] user/Jamie Rose**

> great - can you push it live please

**[2026-04-29 11:05:29] admin/Nilou**

> Yes! Already done✅^-^

**[2026-04-29 11:05:48] admin/Nilou**

> Anything else I could do for you? Is all to your liking now?😃

**[2026-04-29 11:05:51] user/Jamie Rose**

> can you show me a screenshot of the discount text bolded please?

**[2026-04-29 11:06:24] admin/Nilou**

> Yep! Here it is: (not live)
>  [Image]

**[2026-04-29 11:06:45] user/Jamie Rose**

> for the top row, can we make the background colour: #363636

**[2026-04-29 11:07:44] admin/Nilou**

> Here's a preview:
>  [Image]

**[2026-04-29 11:08:00] admin/Nilou**

> Shall I make this live?

**[2026-04-29 11:08:19] user/Jamie Rose**

> Thank you. Is the top row the same colour as the 'ADD TO CART' button? That was my aim, but it looks a little darker?

**[2026-04-29 11:08:23] user/Jamie Rose**

> Thanks for this btw!

**[2026-04-29 11:08:44] admin/Nilou**

> Yes! You were totally right The add to cart button is also #363636

**[2026-04-29 11:08:52] admin/Nilou**

> You're most welcome! Happy to help ^-^

**[2026-04-29 11:08:53] user/Jamie Rose**

> ok can we see it live

**[2026-04-29 11:09:14] admin/Nilou**

> ✅Done It's live now

**[2026-04-29 11:09:53] admin/Nilou**

> It looks way more eye-catching now✨

**[2026-04-29 11:10:08] user/Jamie Rose**

> Yeah agree - thanks for your help

**[2026-04-29 11:10:19] admin/Nilou**

> Anytime! ^-^ Also, if nothing else for now, can I ask for a little favor? 🥹
>  I promise it'll just take less than a minute of your time.

**[2026-04-29 11:10:45] admin/Nilou**

> I was wondering, can you make me happy by leaving us a review, my friend? This would mean a lot to us as we're a small start-up team that works hard to delight our customers and it helps others know they’re in good hands too.
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: Discounty Review Link

**[2026-04-29 11:11:19] admin/Nilou**

> [Image]

**[2026-04-29 11:11:39] user/Jamie Rose**

> Haha done

**[2026-04-29 11:12:00] admin/Nilou**

> Thank you so much! Really appreciate it!😍🙏

**[2026-04-29 11:12:11] admin/Nilou**

> Should I be expecting a 5-star one?🫣

**[2026-04-29 11:12:29] user/Jamie Rose**

> [Image] is there padding underneath the table? It would be nice is the spacing was the same as the distance between the ADD TO CART and BUY WITH SHOP button?

**[2026-04-29 11:12:47] user/Jamie Rose**

> [Image]

**[2026-04-29 11:13:06] admin/Nilou**

> There's a default padding for the widget Let me reduce the spacing for you so it looks more neat

**[2026-04-29 11:15:09] admin/Nilou**

> ✅Done
>  [Image]

**[2026-04-29 11:15:29] user/Jamie Rose**

> looks great

**[2026-04-29 11:15:37] admin/Nilou**

> Perfect! ^-^

**[2026-04-29 11:15:40] user/Jamie Rose**

> am I correct in assuming this prevents customers from using other discount codes?

**[2026-04-29 11:17:43] admin/Nilou**

> It would depend on the other discount and their combination set-up This discount (volume discounts) are product type discounts in nature which are default combined with other products and shipping discounts You can also put in a request so we can enable combination with orders discounts It would depend on the other part of the combination: whether it's a product, order or shipping and the combination set-up on that one

**[2026-04-29 11:18:19] admin/Nilou**

> This chart and this article: Shopify Discount Combination Guide.
>  [Image] Could be very helpful for you to check this

**[2026-04-29 11:18:45] user/Jamie Rose**

> We want it so a user cannot add other discount codes

**[2026-04-29 11:18:56] user/Jamie Rose**

> As it would be extremely complex to manage pricing

**[2026-04-29 11:18:59] user/Jamie Rose**

> Is there a way of doing this?

**[2026-04-29 11:19:09] user/Jamie Rose**

> We have thousands of discount codes so we cant edit those

**[2026-04-29 11:20:33] admin/Nilou**

> Got it! If the other discount is orders discount, they won't stack on each other However, if the other discount is products type discount, I could send you a collaboration access request to disable the combination with products discounts And then we can test if all goes exactly how you'd like How does that sound?

**[2026-04-29 11:21:17] user/Jamie Rose**

> [Image] it doesnt work with standard discount codes

**[2026-04-29 11:21:25] user/Jamie Rose**

> sure please send a request

**[2026-04-29 11:22:37] admin/Nilou**

> Oh so they must be orders Please note if the discounts can't be stacked on each other, then what happens when a customer is qualified for both is that the one with the most profit for the customer is applied only

**[2026-04-29 11:23:15] user/Jamie Rose**

> I don't understand - I just want it so no further discounts can be applied

**[2026-04-29 11:23:20] admin/Nilou**

> So for instance if customer could get 15% and 40% off discount code, the discont code applies to prevent stacking

**[2026-04-29 11:23:57] admin/Nilou**

> No worries, this could be a bit tricky ^-^ Let me explain it

**[2026-04-29 11:24:42] admin/Nilou**

> So here for instance, there's no combination 2 discounts could be applied But they're not combined So Shopify can only allow one discount to be applied

**[2026-04-29 11:25:06] admin/Nilou**

> In this scenario Shopify automatically applies the highest discount for the customer

**[2026-04-29 11:25:38] admin/Nilou**

> So if the Quantity discount is not higher than the code, it is over-ruled by the discount code

**[2026-04-29 11:25:45] admin/Nilou**

> Does that make sense?

**[2026-04-29 11:26:44] admin/Nilou**

> But let's imagine the discounts were combined Then customer would get the 15% discount from Quantity discount + 40% from the discount code

**[2026-04-29 11:27:05] admin/Nilou**

> Please let me know if you have any questions while I prepare the collaboration access request for you

**[2026-04-29 11:36:33] admin/Nilou**

> I have sent it.
>  Kindly go to the settings section of your Shopify admin &gt; Users and Permissions &gt; Collaborators and let me know when it is accepted please

**[2026-04-29 11:42:06] user/Jamie Rose**

> Hi sorry

**[2026-04-29 11:42:07] user/Jamie Rose**

> Just checking now

**[2026-04-29 11:43:31] admin/Nilou**

> No worries at all! Take your time

**[2026-04-29 11:43:36] user/Jamie Rose**

> Accepted

**[2026-04-29 11:43:57] admin/Nilou**

> Thank you! On it now
>  [GIF]

**[2026-04-29 11:47:12] user/Jamie Rose**

> Thanks

**[2026-04-29 11:54:12] admin/Nilou**

> My pleasure! This should take a few more minutes
>  [GIF]

**[2026-04-29 11:56:29] admin/Nilou**

> ✅Done
>  [Image] Now the quantity discount should only combine with Shipping Would you please tell me if anything looks off on your side?

**[2026-04-29 12:22:35] user/Jamie Rose**

> Great htank you

**[2026-04-29 12:23:00] admin/Nilou**

> [GIF]

**[2026-04-29 12:23:42] admin/Nilou**

> All set for now?

**[2026-04-29 12:23:59] user/Jamie Rose**

> All good

**[2026-04-29 12:24:01] user/Jamie Rose**

> thanks again for the help!

**[2026-04-29 12:24:22] admin/Nilou**

> My pleasure! Happy to help anytime!

**[2026-04-29 12:24:34] admin/Nilou**

> Thank you again for the review😊💗 If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-04-29 12:24:50] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-04-29 12:24:51] bot/Luna**

> [Conversation Rating Request]

</details>
