---
conversation_id: "215474206539435"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474206539435?sidebar_tab=details&view=List"
shopify_domain: "grin-natural.myshopify.com"
shopify_url: "https://grin-natural.myshopify.com"
company_name: "Grin Natural Products"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-05-07T03:11:18Z"
closed_at: "2026-05-07T07:09:35Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "PHL"
region_source: "contact_location"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Rick"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Sarah Gurnsey"
customer_email: "fiona.fang@grinnatural.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 1034
seconds_to_first_admin_reply: 1982
seconds_from_start_to_review_ask: 11211
seconds_from_handoff_to_review_ask: 10177
seconds_from_first_reply_to_review_ask: 9229
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 32
customer_message_count: 7
admin_message_count_total: 28
note_count: 2
customer_word_count: 162
admin_word_count: 488
count_reopens: 0
count_assignments: 2
handling_time_seconds: 5715
sla_name: "Free Chats First 15min"
sla_status: "hit"
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: 5
intercom_cx_score: 5
review_ticket_id: "215474209033316"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474209033316?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-07T10:31:00Z"
seconds_from_ask_to_review: 15171
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 215474206539435 — Grin Natural Products ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474206539435?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474209033316?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://grin-natural.myshopify.com)

## Overview
- **Merchant:** Sarah Gurnsey — `fiona.fang@grinnatural.com` (personal business email (likely the founder or a named employee))
- **Store:** grin-natural.myshopify.com · 🌍 Dasmariñas, Calabarzon, Philippines
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** NZD
- **Store created on Shopify:** 2015-07-01
- **Public review score (StoreLeads):** 5.0 (3 reviews)

## App usage — Subi
- **Subi plan:** Subi — $69.0/mo
- **Installed on:** 2025-05-20 02:31:10 UTC
- **Install to conversation start:** 11 months before this conversation

## Summary
Merchant Sarah Gurnsey initially asked about a Cart Drawer subscription upgrade (quickly dismissed as a misoperation), then requested a double-confirmation step at checkout for subscription products, which was explained to be unsupported due to Shopify's checkout restrictions. She also had trouble locating features after a recent app update and could not get subscription details copy to display on her store; the agent resolved this by guiding her to enable the Subscription Details section within her selling plans.

> "No problem at all. I'd be happy to leave you a review, you've really been such a great help."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-07 03:11:18 | +0s | — |
| Handed to human (Rick) | 2026-05-07 03:28:32 | +17m 14s | +0s |
| First reply to customer | 2026-05-07 03:44:20 | +33m 2s | +15m 48s |
| Review requested by Rick | 2026-05-07 06:18:09 | +3h 6m | +2h 49m |
| Conversation closed | 2026-05-07 07:09:35 | +3h 58m | +3h 41m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-07 10:31:00 | +7h 19m | +7h 2m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Feature Request | Checkout subscription confirmation step | Merchant asked if a double-confirmation step could be added at checkout to inform customers they are purchasing a subscription. | no |
| 2 | How-To / Setup | Finding features after app update | Merchant could not locate several features after a recent app template update. | partial |
| 3 | Technical Bug | Subscription details text not displaying | Merchant asked why the subscription description copy was not showing up on the website. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +3h 6m after conversation start (+2h 49m after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-07 10:31:00 UTC
- **Time from ask to review publish:** +4h 12m
- **Time from conversation start to publish:** +7h 19m
- **Match method:** `ok`
- **Shop name on review:** Grin Natural Products
- **App listed on review:** Subi Subscriptions App

**Review text:**
> So far, this app has been able to meet most of my needs, and it offers a good variety of features and options. The team is continuously improving and updating the app, and overall the experience has been really positive. Definitely worth trying out. Also, whenever I ran into issues, I could easily reach out to their team for support. Responses were fairly quick, and most problems were resolved smoothly. Communication has been easy throughout, and the team has been very patient and helpful.

## Statistics
- **Messages:** 32 (7 customer, 28 admin)
- **Internal notes:** 2
- **Word count:** customer 162, admins 488
- **Total handling time (Intercom):** +1h 35m
- **Reopens:** 0
- **Assignments:** 2
- **SLA:** Free Chats First 15min — ✅ hit

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

## Tags & Topics
- **Tags:** Expected reply time sent, Subify - asked for review
- **Topics:** SB - Asked for review, SB - UX Issue, SB - early access to cart drawer

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer sought help with subscription upgrade features and was guided by the teammate through limitations and settings. The teammate's clear, patient support led to a positive resolution and customer satisfaction.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Shopify does not allow third-party apps to add custom confirmation steps or widgets to the checkout page
- Merchant could not locate reminder text setting after app UI update

## Full transcript
<details>
<summary>Click to expand — 32 messages</summary>

**[2026-05-07 03:11:18] user/Sarah Gurnsey [source]**

> Hi! I would like early access to the Cart Drawer subscription upgrade.

**[2026-05-07 03:11:22] 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 fiona.fang@grinnatural.com.

**[2026-05-07 03:15:50] user/Sarah Gurnsey**

> Sorry, it was a misoperation. No need to reply.

**[2026-05-07 03:18:47] user/Sarah Gurnsey**

> Hi, I'm wondering if we can add a double confirmation step on the checkout page when a customer's order includes a subscription product. This will inform the customer that they are purchasing a subscription, which will be automatically charged and renewed each subsequent billing cycle—please ask them to confirm.

**[2026-05-07 03:28:32] admin/Rick [note]**

> Hey Melissa
>  This type of convo isn't getting assigned to any inboxes

**[2026-05-07 03:30:19] admin/Rick [note]**

> Just noticed you've already mentioned this in the Discord thread, nvm

**[2026-05-07 03:44:20] admin/Rick**

> Hello Sarah,
> 
>  Thank you for contacting us.
>  I'm Rick from the Customer Support team here, and I'm happy to be assisting you today 🙋🏻‍♂️

**[2026-05-07 03:48:11] admin/Rick**

> I'm afraid we don't offer such a confirmation message/widget as you described, and it's not quite possible, because Shopify doesn't allow applying changes or adding anything to the Checkout page; they're very strict with that.
> 
>  But, if it helps, Shopify automatically adds a paragraph explaining what you said on the Checkout page when there's a subscription product in their cart. Did you notice that paragraph? Wouldn't that serve the goal you have in mind?

**[2026-05-07 03:51:03] admin/Rick**

> Are we still connected, Sarah?

**[2026-05-07 03:57:06] user/Sarah Gurnsey**

> Thanks Rick, I get it now. If Shopify doesn’t allow this, then forget it. I’m wondering where I can set the reminder text? After this plugin update, I can’t find where many features are located, and I still need time to get used to it.

**[2026-05-07 03:58:58] admin/Rick**

> My absolute pleasure, my friend 😇
> 
>  Yeah, the new template has had some major changes, and I understand this might take some getting used to; But I promise, as soon as you get used to it, you'll see that the final UX has had a major improvement to it, as well 😉

**[2026-05-07 03:59:50] admin/Rick**

> Many of the features you can't find are most probably moved under the new Retention tab.
>  Have you checked that section yet?

**[2026-05-07 04:21:38] admin/Rick**

> Are we still connected, Sarah?
>  Did you find the feature you were looking for? 😊

**[2026-05-07 05:35:37] user/Sarah Gurnsey**

> [Image] I can’t find that setting, so let’s leave it for now. Why isn’t the copy here showing up on the website?

**[2026-05-07 05:47:13] admin/Rick**

> Hey there! Thanks for getting back to me 😊
> 
>  That phrase is not added by our app, but it's automatically added by the theme in most stores!

**[2026-05-07 05:47:26] admin/Rick**

> Let me have a check on that and get back to you 😊

**[2026-05-07 06:08:49] admin/Rick**

> Ah, I see why it's not showing up on your store!

**[2026-05-07 06:09:33] admin/Rick**

> You need to enable the showing of this Subscription Details section in the subscription plan, as well!

**[2026-05-07 06:10:48] admin/Rick**

> You just open the subscription plan you created, click on the Edit button next to each selling plan, and enable this option:
>  [Image] [Image]

**[2026-05-07 06:11:15] admin/Rick**

> If you enable this on each of those selling plans, the description will show up on the widget 🤗

**[2026-05-07 06:13:36] user/Sarah Gurnsey**

> Thanks a lot, Rick！It's displaying now!😝

**[2026-05-07 06:13:51] admin/Rick**

> Awesomeeee 😎

**[2026-05-07 06:13:55] admin/Rick**

> My absolute pleasure, my friend 😇 You're more than welcome!
> 
>  Is there anything else I can assist you with at the moment?

**[2026-05-07 06:14:11] admin/Rick**

> 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.

**[2026-05-07 06:17:43] admin/Rick**

> 此消息已删除

**[2026-05-07 06:18:09] admin/Rick**

> If you were satisfied with the service we're providing here, Would you mind writing a review for us? ﻿​﻿﻿It will only take 2 tics. We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. ﻿And also it'll really make my day! ✨🥹
> 
>  You can leave a review on Shopify in seconds via the link below:
>  Subi | Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-05-07 07:04:13] user/Sarah Gurnsey**

> No problem at all. I’d be happy to leave you a review, you’ve really been such a great help.

**[2026-05-07 07:08:36] admin/Rick**

> Wow! I appreciate your kindness, Sarah 😍 ﻿Can't wait to read your kind words.

**[2026-05-07 07:09:06] admin/Rick**

> It's been my pleasure 😇 always happy to help.

**[2026-05-07 07:09:26] admin/Rick**

> 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! 🫶🏻
>  [GIF]

**[2026-05-07 07:09:47] bot/Luna**

> Help Rick understand how they’re doing:

**[2026-05-07 07:09:47] bot/Luna**

> [Conversation Rating Request]

</details>
