---
conversation_id: "215474265179151"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474265179151?view=List"
shopify_domain: "desporte.myshopify.com"
shopify_url: "https://desporte.myshopify.com"
company_name: "Desporte"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-12T03:02:28Z"
closed_at: "2026-05-12T03:45:58Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "JPN"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "正史 落合"
customer_email: "contact@driblejapan.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "contact"
seconds_to_human_handoff: 386
seconds_to_first_admin_reply: 386
seconds_from_start_to_review_ask: 2350
seconds_from_handoff_to_review_ask: 1964
seconds_from_first_reply_to_review_ask: 1964
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 62
customer_message_count: 27
admin_message_count_total: 27
note_count: 0
customer_word_count: 189
admin_word_count: 427
count_reopens: 0
count_assignments: 6
handling_time_seconds: 2279
sla_name: "Free Chats First 15min"
sla_status: "hit"
fin_participated: true
fin_resolution_state: "Escalated"
fin_source_workflow: "All Apps - Chat - Let Fin answer first"
intercom_in_chat_rating: 5
intercom_cx_score: null
review_ticket_id: "215474269840132"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474269840132?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-12T12:14:21Z"
seconds_from_ask_to_review: 30763
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 215474265179151 — Desporte ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474265179151?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474269840132?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://desporte.myshopify.com)

## Overview
- **Merchant:** 正史 落合 — `contact@driblejapan.com` (team mailbox (`contact@…` — a shared inbox, not a single person))
- **Store:** desporte.myshopify.com · 🌍 Shizuoka, Shizuoka, Japan
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** JPY
- **Store created on Shopify:** 2018-05-21
- **Public review score (StoreLeads):** 3.0 (2 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-08 06:22:01 UTC
- **Install to conversation start:** 3 days before this conversation
- **Status:** REMOVED
- **Total back-in-stock requests received:** 0

## Summary
The merchant reported that a 're-stocking soon' text was appearing on their product page and that a pre-order badge was not displaying. The AI bot attempted basic troubleshooting but could not resolve the issue, so a human agent (Pearl) stepped in, identified that the 're-stocking soon' text was coming from the theme rather than the app, manually injected the pre-order badge, and fixed price formatting to match the merchant's preferred Japanese yen format. All issues were resolved to the merchant's satisfaction.

> "I left a review, mentioned your name too!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-12 03:02:28 | +0s | — |
| Handed to human (Pearl) | 2026-05-12 03:08:54 | +6m 26s | +0s |
| First reply to customer | 2026-05-12 03:08:54 | +6m 26s | +0s |
| Review requested by Pearl | 2026-05-12 03:41:38 | +39m 10s | +32m 44s |
| Conversation closed | 2026-05-12 03:45:58 | +43m 30s | +37m 4s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-12 12:14:21 | +9h 11m | +9h 5m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Incorrect availability text on product page | The merchant asked why the product page was showing 're-stocking soon' instead of the September release date they had already configured. | yes |
| 2 | Technical Bug | Pre-order badge not displaying | The merchant reported that the pre-order badge was not showing on the product page. | yes |
| 3 | Technical Bug | Price format incorrect after badge injection | The merchant asked that the price format be restored to the Japanese yen style (e.g. ¥22,000) after the app's badge replaced the theme's native price display. | 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) attempted to guide the merchant through standard troubleshooting steps for updating the availability date display, but was unable to resolve the issue and escalated the conversation to a human agent upon the merchant's request.

## Review request
- **Asked:** Yes — +39m 10s after conversation start (+32m 44s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-12 12:14:21 UTC
- **Time from ask to review publish:** +8h 32m
- **Time from conversation start to publish:** +9h 11m
- **Match method:** `ok`
- **Shop name on review:** Desporte
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Pearl was very helpful and solved my problem really fast!

## Statistics
- **Messages:** 62 (27 customer, 27 admin)
- **Internal notes:** 0
- **Word count:** customer 189, admins 427
- **Total handling time (Intercom):** +37m 59s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Free Chats First 15min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Notify Me - asked for review, Expected reply time sent
- **Topics:** NM - Asked for review

## Intercom-side signals
- **In-chat rating widget:** 5 / 5

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - App's price format does not support comma-formatted Japanese yen pricing natively, requiring a manual workaround
- 'Re-stocking soon' text was originating from the merchant's theme, not the app, causing confusion during self-service troubleshooting

## Full transcript
<details>
<summary>Click to expand — 62 messages</summary>

**[2026-05-12 03:02:28] user/正史 落合 [source]**

> I have one problem with the product page display: there's a text saying "re-stocking soon", but we will not release this until September.

**[2026-05-12 03:02:34] 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:
>  -
>  215474264799006

**[2026-05-12 03:02:49] bot/Luna**

> I can help you update that availability date! It sounds like you're seeing a "re-stocking soon" or similar message on your product page, but you need it to show the correct September date instead.
>  Here's how to update it:
>  For PreOrder products:
>  1. Go to Apps &gt; Notify Me! &gt; PreOrder
> 2. Select the offer you want to edit
> 3. Scroll to the Availability (Shown on product page) section
> 4. Choose Available on a Specific Date and select your September date from the calendar picker
>  This will display the specific date to customers (e.g., "Expected availability: September 15, 2026").
>  To customize how the date appears:
>  1. From the PreOrder dashboard, click Customize appearance
> 2. Make sure Button on Product Pages is ON
> 3. Edit the Widget description field — you can customize the text around the {{availability_date}} placeholder (e.g., "Available {{availability_date}}" or "Ships {{availability_date}}")
>  Could you let me know which product this is for, or if you need help with a different function (Back-in-Stock, Low Stock, or Wishlist)?
>  Source: Understanding availability display and placeholder

**[2026-05-12 03:05:30] user/正史 落合**

> I have done all of the above

**[2026-05-12 03:05:44] user/正史 落合**

> I only have one product there

**[2026-05-12 03:05:53] bot/Luna**

> If you’ve already set the offer to Available on a Specific Date and customized the widget text, the only remaining reason you’d still see “re-stocking soon” is that the offer is still set to Available Soon (the default) instead of the specific date.
>  Steps:
>  1. Go to Apps → Notify Me! → PreOrder.
> 2. Open your single offer.
> 3. In Availability (Shown on product page), select Available on a Specific Date and pick the September date.
> 4. In Customize appearance → Widget description, make sure your text includes {{availability_date}} (that’s what gets replaced by the date).
>  Quick check: in that offer, does the Availability section currently show “Available Soon” or “Available on a Specific Date”?
>  Source: Understanding availability display and placeholder

**[2026-05-12 03:06:55] user/正史 落合**

> In Availability (Shown on product page), select Available on a Specific Date and pick the September date. I have done this and set the date to September 1st.

**[2026-05-12 03:06:59] bot/Luna**

> Thanks for confirming the date is set to September 1st! I understand this is still showing "re-stocking soon" instead. Would you like me to connect you with a human agent to look into this further? Or if you want, you can share more details and I’ll keep helping you troubleshoot.

**[2026-05-12 03:07:19] user/正史 落合**

> Please connect with human agent

**[2026-05-12 03:07:24] bot/Luna**

> I'll connect you with someone from our team now. Meanwhile, could you share any additional details about the issue to help them assist you more efficiently?

**[2026-05-12 03:07:55] user/正史 落合**

> This is the only issue at the moment

**[2026-05-12 03:07:58] bot/Luna**

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

**[2026-05-12 03:08:35] user/正史 落合**

> I have an issue that's slowing me down

**[2026-05-12 03:08:36] 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:

**[2026-05-12 03:08:36] bot/Luna**

> [Conversation Rating Request]

**[2026-05-12 03:08:37] 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 contact@driblejapan.com.

**[2026-05-12 03:08:54] admin/Pearl**

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

**[2026-05-12 03:09:03] admin/Pearl**

> Can I have the link to that page please?

**[2026-05-12 03:09:41] user/正史 落合**

> Do you mean the link to the website?

**[2026-05-12 03:10:37] admin/Pearl**

> Yes, to that specific page where the text "re-stocking soon" is showing

**[2026-05-12 03:11:47] user/正史 落合**

> https://www.desporte.store/products/peace-piece

**[2026-05-12 03:13:22] user/正史 落合**

> Also, the pre-rder badge is not showing.

**[2026-05-12 03:14:18] admin/Pearl**

> Thank you so much.
>  I checked and the text is not from our app.
>  Are you using any other app for tracking stocks?
>  [Image]

**[2026-05-12 03:14:38] admin/Pearl**

> Let me check our badge and why its not showing on the product page please

**[2026-05-12 03:15:09] user/正史 落合**

> I'm not using other apps for inventory

**[2026-05-12 03:17:00] admin/Pearl**

> It could be coming from your theme or any third party app names inventory. As you can see in the screenshot, it does not have any of our classes like .nm-portal or .hengam You can inspect the element and check on your side.

**[2026-05-12 03:18:07] user/正史 落合**

> I found it

**[2026-05-12 03:18:21] user/正史 落合**

> But still no badge

**[2026-05-12 03:18:38] admin/Pearl**

> Badge should be added.
>  Can you refresh the page please?

**[2026-05-12 03:19:36] admin/Pearl**

> Our badge sits next to the product price on the product page so I had to inject it there. Kindly let me know if you would like me to remove the bold affect from the price

**[2026-05-12 03:22:38] user/正史 落合**

> Can you remove the bold affect please?

**[2026-05-12 03:23:16] admin/Pearl**

> Sure, done

**[2026-05-12 03:23:40] user/正史 落合**

> Also, the price should be in this form: 22,000\

**[2026-05-12 03:24:08] user/正史 落合**

> Correction:

**[2026-05-12 03:24:25] user/正史 落合**

> \22,000

**[2026-05-12 03:27:10] admin/Pearl**

> I see your point. The thing is, when we add our badge, our price format also replaces your own price that is coming from your theme.
> 
>  Currently, our format does not support , in the price and it uses . instead. If you would prefer to keep the old format, I can try to see if its possible to keep it while adding the badge as a workaround. It can take some time and I am not quite sure if its 100% possible.
>  Would you like me to try?

**[2026-05-12 03:28:06] user/正史 落合**

> Please try

**[2026-05-12 03:28:32] user/正史 落合**

> Can I deactivate the product now?

**[2026-05-12 03:28:39] admin/Pearl**

> Of course.
>  [GIF]

**[2026-05-12 03:28:55] admin/Pearl**

> Do you mean you want to draft the product or remove preorder from it?

**[2026-05-12 03:29:12] user/正史 落合**

> Draft the product

**[2026-05-12 03:29:31] admin/Pearl**

> I will need it to be live so I can see and apply changes to it

**[2026-05-12 03:29:50] user/正史 落合**

> Okay, I'll leave it on

**[2026-05-12 03:30:28] admin/Pearl**

> Thank you

**[2026-05-12 03:31:48] user/正史 落合**

> I need to step away from the desk for an hour or so. will check in here later.

**[2026-05-12 03:34:44] admin/Pearl**

> I am done actually :)
>  How does it look?
>  [Image]

**[2026-05-12 03:40:00] user/正史 落合**

> This is fine, thanks!

**[2026-05-12 03:40:14] user/正史 落合**

> I'll contact Luna again, if there's something

**[2026-05-12 03:40:52] admin/Pearl**

> You are most welcome :)
>  If you need any customization, feel free to let me know.
>  And of course, Luna and us are always happy to help😊

**[2026-05-12 03:41:11] admin/Pearl**

> 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.

**[2026-05-12 03:41:21] user/正史 落合**

> Sure

**[2026-05-12 03:41:38] admin/Pearl**

> Thanks! Can you make me happy by leaving a short review before you go?

**[2026-05-12 03:41:48] admin/Pearl**

> Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-12 03:44:13] user/正史 落合**

> I left a review, mentioned your name too!

**[2026-05-12 03:44:25] admin/Pearl**

> It truly means a lot💙

**[2026-05-12 03:44:34] admin/Pearl**

> May I ask if it was a 5 star?✨

**[2026-05-12 03:45:12] user/正史 落合**

> It was

**[2026-05-12 03:45:24] admin/Pearl**

> Wow, appreciate your kindness!

**[2026-05-12 03:45:35] admin/Pearl**

> Its always an honor to assist you😊

**[2026-05-12 03:45:48] admin/Pearl**

> Wishing you a lovely day and lots of success😍

**[2026-05-12 03:46:10] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-05-12 03:46:10] bot/Luna**

> [Conversation Rating Request]

</details>
