---
conversation_id: "215474117628711"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474117628711?sidebar_tab=details&view=List"
shopify_domain: "mr-beer1.myshopify.com"
shopify_url: "https://mr-beer1.myshopify.com"
company_name: "Mr Beer"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-29T23:40:31Z"
closed_at: "2026-04-30T03:07:09Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Grace", "Stella"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Matt Cole"
customer_email: "support@mrbeer.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "support"
seconds_to_human_handoff: 2012
seconds_to_first_admin_reply: 2178
seconds_from_start_to_review_ask: 2788
seconds_from_handoff_to_review_ask: 776
seconds_from_first_reply_to_review_ask: 610
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 28
customer_message_count: 7
admin_message_count_total: 12
note_count: 5
customer_word_count: 96
admin_word_count: 531
count_reopens: 0
count_assignments: 4
handling_time_seconds: 10386
sla_name: "Paid Chats First 5min"
sla_status: "missed"
fin_participated: true
fin_resolution_state: "Escalated"
fin_source_workflow: "All Apps - Chat - Let Fin answer first"
intercom_in_chat_rating: 1
intercom_cx_score: 4
review_ticket_id: "215474122661917"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474122661917?view=List"
review_rating: 5
review_posted_at: "2026-04-30T10:31:00Z"
seconds_from_ask_to_review: 36241
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 215474117628711 — Mr Beer ⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474117628711?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474122661917?view=List)  ·  🔗 [Visit Shopify store](https://mr-beer1.myshopify.com)

## Overview
- **Merchant:** Matt Cole — `support@mrbeer.com` (team mailbox (`support@…` — a shared inbox, not a single person))
- **Store:** mr-beer1.myshopify.com · 🌍 Phoenix, Arizona, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** USD
- **Store created on Shopify:** 2026-02-12

## App usage — Discounty
- **Discounty plan:** Lite — $9/monthly
- **Installed on:** 2026-04-29 23:31:26 UTC
- **Install to conversation start:** 9 minutes before this conversation
- **Uninstalled on:** 2026-04-30 01:21:41 UTC ⚠️
- **Active:** No
- **Sales revenue through Discounty:** USD 0
- **Total orders through Discounty:** 0

## Summary
Merchant Matt Cole contacted Discounty support because discount prices were not displaying correctly on his collection page, which uses Boost.ai for list pages. After initial troubleshooting, the support agent informed Matt that his store (mrbeer.com) was being restricted under Discounty's Terms of Service due to 'alcohol production intent', despite the merchant clarifying he sells beer-making kits and not alcohol itself. The conversation ended with the merchant asking how to uninstall the app and being directed to the safe uninstall panel.

> "We sell kits. No alcohol sale on our site"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-29 23:40:31 | +0s | — |
| Handed to human (Grace) | 2026-04-30 00:14:03 | +33m 32s | +0s |
| First reply to customer | 2026-04-30 00:16:49 | +36m 18s | +2m 46s |
| Review requested by Grace | 2026-04-30 00:26:59 | +46m 28s | +12m 56s |
| Conversation closed | 2026-04-30 03:07:09 | +3h 26m | +2h 53m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-30 10:31:00 | +10h 50m | +10h 16m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount not displaying on collection page | Merchant asked why discount prices were not showing on his collection/listing pages when using Boost.ai for list pages. | no |
| 2 | Account / Access | Store restricted / service denial | Merchant disputed the restriction of his store under Discounty's Terms of Service, arguing he does not sell alcohol but rather beer-making kits. | no |
| 3 | How-To / Setup | App uninstall instructions | Merchant asked how to uninstall the Discounty app. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The Luna bot triaged the incoming conversation, flagged a possible duplicate ticket, classified the issue as 'Unable to Service', routed the merchant to a human agent, and sent a conversation rating request at the end.

## Review request
- **Asked:** Yes — +46m 28s after conversation start (+12m 56s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-30 10:31:00 UTC
- **Time from ask to review publish:** +10h 4m
- **Time from conversation start to publish:** +10h 50m
- **Match method:** `ok`
- **Shop name on review:** Mr Beer
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Wouldn't let me use the app because they claim my site sells alcohol, which it does not. Then they claimed well it's alcohol intent. Whatever. I can't sell Wine glasses? Useless. Find a better app

## Statistics
- **Messages:** 28 (7 customer, 12 admin)
- **Internal notes:** 5
- **Word count:** customer 96, admins 531
- **Total handling time (Intercom):** +2h 53m
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ❌ missed

## People involved
- **Agents who worked on it:** 2 (Grace, Stella)
- **Primary assignee:** Grace
- **Team / Inbox:** Chat 1

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent, Discounty - Unable to service
- **Topics:** —

## Intercom-side signals
- **In-chat rating widget:** 1 / 5
  - Remark: "We do not sell alcohol"
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer faced issues with discounts not displaying properly and was restricted due to a policy on alcohol sales. The teammate clarified the policy and provided uninstall instructions, resolving the customer's concerns.

## Sentiment & Resolution
- **Sentiment:** negative
- **Resolution status:** unresolved
- **Refund discussed:** no
- **Competitors mentioned:** Boost.ai
- **External blockers:** - Discounty's Terms of Service restricts stores with perceived alcohol production intent, blocking legitimate kit-sellers from using the app
- Discount prices not rendering on collection pages when Boost.ai is used for list pages

## Full transcript
<details>
<summary>Click to expand — 28 messages</summary>

**[2026-04-29 23:40:31] user/Matt Cole [source]**

> I have an issue with my Discounty campaign: - Other problem
>  I use Boost.ai for my list pages, and I don't see the discount on the listings https://www.mrbeer.com/collections/2-gallon-complete-kits ​

**[2026-04-29 23:40:37] 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:
>  -
>  215474117602005

**[2026-04-29 23:40:40] bot/Luna**

> Thanks for sharing the details, Matt. I understand this can be frustrating, so I’ll connect you with one of our human teammates who can assist you further with this issue.

**[2026-04-29 23:40:44] bot/Luna**

> I've assigned you to the team.
> 
>  Our team will look into your case. and we’ll get back to you as soon as we have an update.
> 
>  Thanks for your patience. 🙌🏻

**[2026-04-29 23:40:44] 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 support@mrbeer.com.

**[2026-04-29 23:40:46] bot/Luna [note]**

> Luna classified this as Unable to Service. ​ If you think the topic was detected incorrectly, please mention Melissa in the conversation so they can review it.

**[2026-04-30 00:16:49] admin/Grace**

> Hi there, dear Matt!
>  This is Grace from Discounty Support.
>  I hope you're having a lovely day and thank you so much for kindly bearing with us during this busy day

**[2026-04-30 00:22:47] admin/Grace**

> I'm currently seeing the discount on the product page of this example product,
>  Are the discounts perhaps not displaying only on this collection page?
>  [Image] To explain a bit, the way our bulk price editor discount works is that it updates the price and compare-at price of the products in Shopify. Then your theme takes over and displays the new price and compare-at price however it’s configured to do so.
>  So in short, Discounty applies the discounts, and the theme displays them.
> 
>  If the compare-at prices are not being displayed on your collection page, this should be adjusted in your theme configurations and on the theme side. :)
>  Could you please kindly let me know if that makes sense?🙌

**[2026-04-30 00:24:27] admin/Grace**

> I do however have some bad news,
>  Thank you for your interest in our Shopify app and for being part of our community.
> 
>  However, we regret to inform you that we are unable to provide our services to your store, mr-beer1.myshopify.com, as your business sells alcohol. Unfortunately, this places the store within a restricted category under our Terms of Service.
> 
>  For more information on our service restrictions and terms, please review section 6 of our Terms of Service.
> 
>  we want to express our deep respect for you and your business. We truly value every merchant who considers working with us. That said, we are obligated to abide by our internal guidelines and Terms of Service . Please know this decision is based solely on those requirements, and we genuinely wish you the greatest success with your business moving forward.

**[2026-04-30 00:24:33] user/Matt Cole**

> It does, and I can deal with that... but for some reason I can't get all of my discounts to show up properly, So I'm going through and turning them on and off again. IS there perhaps a cache issue I might be dealing with?

**[2026-04-30 00:24:59] user/Matt Cole**

> Oh - we do not sell alcohol

**[2026-04-30 00:25:06] user/Matt Cole**

> None

**[2026-04-30 00:25:28] user/Matt Cole**

> We sell kits. No alcohol sale on our site

**[2026-04-30 00:26:59] admin/Grace**

> I see,
>  Thank you so much for kindly explaining i really appreciate it.
>  Could you perhaps give me a minute to review your store once more?

**[2026-04-30 00:27:09] user/Matt Cole**

> Sure!

**[2026-04-30 00:29:20] admin/Stella [note]**

> https://www.mrbeer.com/products/oktoberfest-complete-beer-making-kit

**[2026-04-30 00:30:00] admin/Stella [note]**

> https://www.mrbeer.com/products/mrrootbeer-root-beer-kit

**[2026-04-30 00:31:03] admin/Grace [note]**

> this sits in a grey area, but unfrotunately our platforms still restrict it due to clear alcohol production intent🙏

**[2026-04-30 00:33:44] admin/Grace**

> Hi Matt,Firstly
>  Thank you so much for your patience and for taking the time to clarify this, I truly appreciate it. you have been a saint through this and I am very grateful for your cooperation

**[2026-04-30 00:34:06] admin/Grace**

> After taking another careful look, I completely understand your point that you are not directly selling alcohol.but unfrotunately our platforms still restrict it due to clear alcohol production intent🙏

**[2026-04-30 00:34:41] admin/Grace**

> our platform policies still require us to treat this category as restricted. I sincerely apologize for any confusion or inconvenience this may cause.
>  Please know that this decision is not a reflection of your business itself, but rather us following our internal policies and compliance requirements. We truly respect what you’re building and genuinely wish we could support you here.

**[2026-04-30 00:36:35] admin/Grace**

> You will still have full access to your panel for the next 3 days, so there is no immediate disruption. During this time, you can safely downgrade to the free plan to ensure that no charges occur.
>  Of course, we are absolutely here for you in the meantime if you would like to discuss this further or if there’s anything at all we can help clarify.
> 
>  Thank you once again for your understanding 🙏

**[2026-04-30 00:37:30] user/Matt Cole**

> How can I uninstall?

**[2026-04-30 00:41:58] admin/Grace**

> In the Discounty app you can navigate to the safe uninstall panel
>  and uninstall through there🙏
>  [Image]

**[2026-04-30 01:15:52] admin/Grace [note]**

> Fingers crossed

**[2026-04-30 01:32:13] admin/Grace [note]**

> I tried to be a sympathetic as possible so hopefully they won't leave a review.😞
> 
>  On another note, The Monitoring tickets for Discounty Suspension are not being created.
>  Reminder to myself to mention this in Discord✅

**[2026-04-30 03:07:21] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-04-30 03:07:21] bot/Luna**

> [Conversation Rating Request]

</details>
