---
conversation_id: "215474171500822"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474171500822?view=List"
shopify_domain: "ioniqtan.myshopify.com"
shopify_url: "https://ioniqtan.myshopify.com"
company_name: "IONIQ"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-04T16:39:47Z"
closed_at: "2026-05-10T14:47:44Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Grace", "Matin", "Nareh", "Nilou", "Pearl", "Rick"]
agent_count: 6
agent_count_bucket: "3+"
customer_name: "Ben Wessels"
customer_email: "trina.eibon@ioniqskin.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 187
seconds_to_first_admin_reply: 187
seconds_from_start_to_review_ask: 957
seconds_from_handoff_to_review_ask: 770
seconds_from_first_reply_to_review_ask: 770
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 103
customer_message_count: 37
admin_message_count_total: 63
note_count: 6
customer_word_count: 313
admin_word_count: 887
count_reopens: 1
count_assignments: 6
handling_time_seconds: 19914
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: 5
intercom_cx_score: 5
review_ticket_id: "215474177084467"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177084467?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-05T02:18:20Z"
seconds_from_ask_to_review: 33756
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 215474171500822 — IONIQ ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474171500822?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177084467?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://ioniqtan.myshopify.com)

## Overview
- **Merchant:** Ben Wessels — `trina.eibon@ioniqskin.com` (personal business email (likely the founder or a named employee))
- **Store:** ioniqtan.myshopify.com · 🌍 Chaska, Minnesota, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2024-08-30
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Discounty
- **Discounty plan:** Starter
- **Installed on:** 2026-02-09 21:11:30 UTC
- **Install to conversation start:** 2 months before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 20,271
- **Total orders through Discounty:** 186

## Summary
Merchant Ben Wessels had three questions: understanding why a Shopify native discount appeared as 'Active' even when the related Discounty campaign was deactivated, requesting UI customizations to make the Buy X Get Y popup product card larger and the variant selector wider, and then reporting a bug where selecting a variant in the popup caused the product card to disappear. The first two issues were resolved by agent Nilou through explanation and live CSS customizations. The variant selection bug was escalated to the technical team, a Jira ticket was created, and the fix was confirmed deployed within 48 hours.

> "so I just should leave it and not doing anything. As long as the campaign is not active and the customer can't still get that discount"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-04 16:39:47 | +0s | — |
| Handed to human (Nilou) | 2026-05-04 16:42:54 | +3m 7s | +0s |
| First reply to customer | 2026-05-04 16:42:54 | +3m 7s | +0s |
| Review requested by Nilou | 2026-05-04 16:55:44 | +15m 57s | +12m 50s |
| Conversation closed | 2026-05-10 14:47:44 | +5d 22h | +5d 22h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-05 02:18:20 | +9h 38m | +9h 35m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Active Shopify discount tied to deactivated campaign | Merchant asked whether the 'Active' discount showing in Shopify's standard discounts page should be deactivated when the corresponding Discounty campaign is inactive. | yes |
| 2 | Feature Request | Popup UI customization | Merchant asked if the Buy X Get Y popup product card could be made larger and the variant selector wider so customers could more easily identify the dropdown. | yes |
| 3 | Technical Bug | Buy X Get Y popup variant selection not working | Merchant reported that selecting a variant in the Buy X Get Y popup caused the product card to disappear, making the discount non-functional. | 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 attempted to gather details about the merchant's issue and route them to a human agent, but was unable to resolve any issue itself and escalated to the support team.

## Review request
- **Asked:** Yes — +15m 57s after conversation start (+12m 50s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-05 02:18:20 UTC
- **Time from ask to review publish:** +9h 22m
- **Time from conversation start to publish:** +9h 38m
- **Match method:** `ok`
- **Shop name on review:** IONIQ
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Great live support and the app is extremely user friendly.

## Statistics
- **Messages:** 103 (37 customer, 63 admin)
- **Internal notes:** 6
- **Word count:** customer 313, admins 887
- **Total handling time (Intercom):** +5h 31m
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 6 (Grace, Matin, Nareh, Nilou, Pearl, Rick)
- **Primary assignee:** Nilou
- **Team / Inbox:** Chat

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer initially sought help from the AI Agent but quickly escalated to a teammate due to unresolved issues. The teammate provided clear, helpful answers and resolved most questions, including a technical issue that required escalation. The customer expressed satisfaction and gratitude throughout.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Buy X Get Y popup variant selection caused product card to disappear when a variant was selected

## Full transcript
<details>
<summary>Click to expand — 103 messages</summary>

**[2026-05-04 16:39:47] user/Ben Wessels [source]**

> agent

**[2026-05-04 16:39:58] bot/Luna**

> Would you like me to connect you with a human agent? Or if you tell me what you're looking for help with, I'd be happy to try assisting you first!

**[2026-05-04 16:40:05] user/Ben Wessels**

> yes

**[2026-05-04 16:40:09] 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?

**[2026-05-04 16:40:22] user/Ben Wessels**

> question on a campaign

**[2026-05-04 16:40:30] bot/Luna**

> Could you share a bit more about the campaign you’re asking about?
>  For example:
>  - What type of campaign is it (bulk price editor, quantity discount, cart goal, etc.)?
> - What exactly is happening or what are you trying to achieve?
> - Are you seeing a specific issue with the discount not applying or appearing?
>  Once I know the campaign type and the situation, I can guide you more precisely.
>  Source: Will my Discounty discounts work in ChatGPT, Gemini, and other UCP-based AI checkouts?

**[2026-05-04 16:40:31] bot/Luna**

> Did that answer help, or do you still need help from someone?

**[2026-05-04 16:40:57] user/Ben Wessels**

> No, I still need help 👤

**[2026-05-04 16:41:01] bot/Luna**

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

**[2026-05-04 16:41:44] user/Ben Wessels**

> I have a question

**[2026-05-04 16:41:45] 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:

**[2026-05-04 16:41:46] bot/Luna**

> [Conversation Rating Request]

**[2026-05-04 16:41:46] 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 trina.eibon@ioniqskin.com.

**[2026-05-04 16:42:54] admin/Nilou**

> Hi Ben, This is Nilou here from the team. Hope you're having a great day/night😊 Thank you for reaching out

**[2026-05-04 16:43:04] admin/Nilou**

> How can I help you today?

**[2026-05-04 16:43:15] user/Ben Wessels**

> [Image] wondering if this highlighted "Active" discount that is in the Shopify starndard discount page should be set to inactive and what this is tied to in the Discounty campaign?

**[2026-05-04 16:44:14] admin/Nilou**

> Yes! This should be tied to the Quantity or cart goal campaigns

**[2026-05-04 16:44:48] admin/Nilou**

> Basically when these types of campaigns are created an automatic Shopify campaign is added on the Discounts panel which should be active

**[2026-05-04 16:46:24] admin/Nilou**

> Does that help answer your question? Is there anything else I could help you with? ^-^

**[2026-05-04 16:46:49] user/Ben Wessels**

> ok but I think I deactivated that campaign so should I make it deactivated in the discounts section as well? ​

**[2026-05-04 16:48:18] admin/Nilou**

> No, the discount added on this panel should remain active If you try at the moment, the deactivated Quantity discounts should no longer apply discounts But this section needs to remain active It's basically there for the app's function Does that make sense?

**[2026-05-04 16:48:50] user/Ben Wessels**

> not really :) so it will always be set as "active" on the shopify discounts even if it's not active?

**[2026-05-04 16:50:28] admin/Nilou**

> Yes! ^-^ Basically the way Quantity campaigns are created is by adding an automatic discount to the Discounts section The discount itself is not directly dependent on this discount though

**[2026-05-04 16:51:09] user/Ben Wessels**

> ok but it won't work if someone tries to get the discount because the Discounty campaign expired right?

**[2026-05-04 16:52:13] admin/Nilou**

> I hope it makes sense Basically if the campaign is added but inactive the Discount panel may not show a change But if the Discount on your Shopify panel is deactivated, even if the campaign is enabled, the tier discount would no longer work

**[2026-05-04 16:52:21] admin/Nilou**

> Yes!

**[2026-05-04 16:53:09] user/Ben Wessels**

> so I just should leave it and not doing anything. As long as the campaign is not active and the customer can't still get that discount

**[2026-05-04 16:54:11] admin/Nilou**

> Yes, you can just ignore it To manage the discounts especially regarding activating or deactivating them, it's best to check the Discounty panel

**[2026-05-04 16:54:26] user/Ben Wessels**

> ok got it. Thank you

**[2026-05-04 16:54:35] admin/Nilou**

> My pleasure! ^-^

**[2026-05-04 16:54:39] admin/Nilou**

> All set for now?

**[2026-05-04 16:54:43] admin/Nilou**

> 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.

**[2026-05-04 16:54:47] user/Ben Wessels**

> yes thank you

**[2026-05-04 16:55:23] admin/Nilou**

> This message was deleted

**[2026-05-04 16:55:44] admin/Nilou**

> Thank you! Would you be willing to take a few moments to write a review for us?
> 
>  Your feedback can help us improve our customer service, and may give others more confidence to choose us if they hear it from you.
> 
>  To leave a review on Shopify, you can click on the link below:
>  Discounty Review Link
> 
>  Also, it will really make my day! Your kindness is greatly appreciated!😊 ﻿Of course, if you would like to do that!

**[2026-05-04 16:56:34] admin/Nilou**

> I'd be truly grateful if you consider it🥹

**[2026-05-04 17:01:36] user/Ben Wessels**

> sorry, not sure what is the favor? also I ahve another question

**[2026-05-04 17:02:30] admin/Nilou**

> Of course! Also the favor I was referring to was would you be willing to take a few moments to write a review for us? You can write it here: Discounty Review Link

**[2026-05-04 17:04:04] user/Ben Wessels**

> oh sorry, I didn't see that. Yes, I can. So for the current campaign I have active called May Free Gift with Sprayer Bundle, the pop up is hard to see the product, is there a way to get it more clear?

**[2026-05-04 17:04:36] user/Ben Wessels**

> [Image]

**[2026-05-04 17:04:44] admin/Nilou**

> Thank you so much!😍 And yes, absolutely Let me check please and suggest you a customization

**[2026-05-04 17:05:02] admin/Nilou**

> I see, would you like me to make the product card bigger?

**[2026-05-04 17:05:36] user/Ben Wessels**

> yes please

**[2026-05-04 17:05:46] admin/Nilou**

> [GIF]

**[2026-05-04 17:06:36] user/Ben Wessels**

> Thank you! Also is it possible to make this wider so the customer can tell they need to do the drop down for different tan levels

**[2026-05-04 17:06:39] user/Ben Wessels**

> [Image]

**[2026-05-04 17:08:30] admin/Nilou**

> Yes, that can also be done Let me prepare that and send you a preview in a few minutes

**[2026-05-04 17:08:41] user/Ben Wessels**

> thanks so much

**[2026-05-04 17:13:07] admin/Nilou**

> Happy to help! 😍

**[2026-05-04 17:13:36] admin/Nilou**

> Before:
>  [Image] After:
>  [Image]

**[2026-05-04 17:14:12] admin/Nilou**

> I'd love to hear your feedback before making it live ^-^

**[2026-05-04 17:14:37] user/Ben Wessels**

> so much better

**[2026-05-04 17:14:42] user/Ben Wessels**

> thank you!

**[2026-05-04 17:14:46] admin/Nilou**

> Awesome!

**[2026-05-04 17:14:54] admin/Nilou**

> [GIF]

**[2026-05-04 17:14:59] admin/Nilou**

> I'll add it now

**[2026-05-04 17:15:02] user/Ben Wessels**

> ok great

**[2026-05-04 17:16:55] admin/Nilou**

> ✅Done

**[2026-05-04 17:18:02] user/Ben Wessels**

> Great, thank you! that is it so I'll go do the review, thank you!

**[2026-05-04 17:20:07] admin/Nilou**

> Thank you so much! Really appreciate that🙏

**[2026-05-04 17:20:12] admin/Nilou**

> If it is not too much trouble, can you let me know when it’s submitted so I can keep an eye out for it? Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈

**[2026-05-04 17:20:46] user/Ben Wessels**

> just did :) Thank yu

**[2026-05-04 17:21:57] admin/Nilou**

> Thanks so much!😍

**[2026-05-04 17:22:03] admin/Nilou**

> All set for now? ^-^

**[2026-05-04 17:22:20] user/Ben Wessels**

> of course. Have a great day and thanks again for all your help!

**[2026-05-04 17:22:47] admin/Nilou**

> My absolute pleasure! 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,

**[2026-05-04 17:23:16] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-04 17:23:16] bot/Luna**

> [Conversation Rating Request]

**[2026-05-04 17:25:26] user/Ben Wessels [open]**

> oh no

**[2026-05-04 17:25:28] user/Ben Wessels**

> I"m so sorry,

**[2026-05-04 17:25:37] user/Ben Wessels**

> can I ask 1 more thing, promise this will be the last time

**[2026-05-04 17:27:15] admin/Nilou**

> Hi there, Oh no worries at all! Of course you can What is it?

**[2026-05-04 17:27:34] user/Ben Wessels**

> so when the pop up comes up to select which level, it won't work

**[2026-05-04 17:28:14] user/Ben Wessels**

> [Image]

**[2026-05-04 17:28:22] admin/Nilou**

> I don't understand The pop up does not display?

**[2026-05-04 17:28:54] admin/Nilou**

> So you can't select other variants? Is that correct?

**[2026-05-04 17:28:54] user/Ben Wessels**

> [Image]

**[2026-05-04 17:29:01] user/Ben Wessels**

> correct

**[2026-05-04 17:29:14] admin/Nilou**

> Aha, got it Let me check please

**[2026-05-04 17:31:22] admin/Nilou [note]**

> @media (min-width: 769px) {
>  .discounty-bxgy-product-card__inner {
>  padding-left: 15px;
>  padding-right: 15px;
>  width: 120%;
>  }
>  .discounty-bxgy-product-card__variant-selector {
>  width: 150%;
>  }
>  .discounty-bxgy-product-card__image-wrapper {
>  padding-bottom: 10px;
>  padding-top: 10px;
>  transform: scale(1.1);
>  }
>  .discounty-bxgy-product-card__variant-selector-wrapper::before {
>  content: "select variant:";
>  font-size: 14px;
>  }
>  .discounty-bxgy-product-card:nth-of-type(2) {
>  margin-left: 60px;
>  }
>  .discounty-bxgy-product-card:nth-of-type(2) .discounty-bxgy-product-card__variant-selector-wrapper::before {
>  content: "no variants";
>  }
>  }

**[2026-05-04 17:34:44] admin/Nilou**

> I'll have to investigate this further Thank you so much for your patience and thank you for pointing it out

**[2026-05-04 17:34:54] user/Ben Wessels**

> ok thank you

**[2026-05-04 17:41:58] bot/Luna**

> The agent you were working with is currently unavailable.
> 
>  Your message has been received and will be followed up as soon as they are back online. ​
>  If you would like, you can add any relevant details now to help us resolve this faster.

**[2026-05-04 17:48:47] admin/Nilou**

> Sorry for the bot and for the delay in getting back to you I reverted the changes I made and the issue was still happening So I"ll escalate this to the technical team to check further and resolve the issue For our team to investigate this further, may I send you a collaboration access request?

**[2026-05-04 17:50:15] user/Ben Wessels**

> yes

**[2026-05-04 17:52:32] admin/Nilou**

> Thank you.
>  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

**[2026-05-04 17:55:26] user/Ben Wessels**

> just accepted

**[2026-05-04 17:55:29] user/Ben Wessels**

> thank you

**[2026-05-04 17:56:56] admin/Nilou**

> Thank you! I will escalate this to technical team right away and as soon as I hear back from them, which should be in less than 48 hours, I will reach out to you to give you the updates. And in the meantime, please feel free to contact us regarding anything else. We're here for you.

**[2026-05-04 17:57:17] user/Ben Wessels**

> ok great, thanks a lot

**[2026-05-04 17:57:45] admin/Nilou**

> You're mostly welcome! We'll remain in touch ^-^

**[2026-05-04 18:11:40] admin/Nilou [note]**

> @Jira
>  1-Do you need an update in 24 hours : no
>  2-Issue in your words : once you select the variant in the Buy X Get Y pop-up the card disappeares ﻿3-What have you done : please check GIF attached ﻿4-Related URL : - ﻿5-Shop Password : -

**[2026-05-04 18:11:59] admin/Nareh [note]**

> 🔗 Jira ticket created
>  Jira link: https://partnerz.atlassian.net/browse/DIS-2807
>  Please Link the Jira ticket to the conversation.
>  The SLA for this issue is 24 hours in business days.

**[2026-05-04 18:12:40] admin/Nilou [note]**

> 🔗 Nilou linked DIS-2807: Buy X Get Y popup variant selection not working Jira · partnerz.atlassian.net

**[2026-05-04 21:38:12] admin/Matin [note_and_unsnooze]**

> 💬️ Support Team commented The merchant is following up already. on DIS-2807: Buy X Get Y popup variant selection not working Jira · partnerz.atlassian.net

**[2026-05-06 07:09:02] admin/Matin [note_and_unsnooze]**

> ⬆️ Ella changed the status to Moved to tech on DIS-2807: Buy X Get Y popup variant selection not working Jira · partnerz.atlassian.net

**[2026-05-06 07:10:02] admin/Matin [note]**

> 💬️ Ella commented This issue will be fixed today. on DIS-2807: Buy X Get Y popup variant selection not working Jira · partnerz.atlassian.net

**[2026-05-06 09:16:32] admin/Matin [note_and_unsnooze]**

> 💬️ Ella commented fixed. on DIS-2807: Buy X Get Y popup variant selection not working Jira · partnerz.atlassian.net

**[2026-05-06 09:16:37] admin/Matin [note]**

> ⬆️ Ella changed the status to Done on DIS-2807: Buy X Get Y popup variant selection not working Jira · partnerz.atlassian.net

**[2026-05-06 14:47:40] admin/Nilou**

> Hi Ben,
>  Thanks again for your patience, and really appreciate you granting us access 🙏
>  Just a quick update — the issue with the variant selection in the popup has now been resolved. Everything should be working as expected on your end. ✅
>  Please feel free to test it, and let me know if anything still seems off or if there’s anything else I can help with 😊
>  Best, Nilou

**[2026-05-07 14:47:42] bot/Luna**

> Hey there,
> 
>  It looks like you're busy as we haven't heard back from you. Just a quick check-in to see if our previous message has reached you?

**[2026-05-10 14:47:44] bot/Luna**

> It's been a little while since we've heard from you so we're going to step away and wrap up for now... ​
>  However, we are still here and ready to help - just give us a shout at anytime if you have follow-up questions or need anything clarified and we'll go from there. ​
>  In the meantime, have a great day ahead! 👋🏻

**[2026-05-10 14:47:45] bot/Luna**

> [Conversation Rating Request]

</details>
