---
conversation_id: "215474265413859"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474265413859?view=List"
shopify_domain: "df891a-00.myshopify.com"
shopify_url: "https://df891a-00.myshopify.com"
company_name: "MELIJA"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-12T03:38:57Z"
closed_at: "2026-05-12T05:18:57Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "AUS"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Melissa Knight"
customer_email: "hello@melija.com.au"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 539
seconds_to_first_admin_reply: 539
seconds_from_start_to_review_ask: 4548
seconds_from_handoff_to_review_ask: 4009
seconds_from_first_reply_to_review_ask: 4009
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 63
customer_message_count: 23
admin_message_count_total: 37
note_count: 0
customer_word_count: 166
admin_word_count: 500
count_reopens: 1
count_assignments: 6
handling_time_seconds: 4954
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: null
review_ticket_id: "215474269565990"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474269565990?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-12T12:03:40Z"
seconds_from_ask_to_review: 25735
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 215474265413859 — MELIJA ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474265413859?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474269565990?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://df891a-00.myshopify.com)

## Overview
- **Merchant:** Melissa Knight — `hello@melija.com.au` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** df891a-00.myshopify.com · 🌍 Melbourne, Victoria, Australia
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** AUD
- **Store created on Shopify:** 2024-05-28

## App usage — Notify Me!
- **Notify Me! plan:** Starter (MONTHLY)
- **Installed on:** 2025-07-28 05:13:07 UTC
- **Install to conversation start:** 9 months before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 13

## Summary
Merchant Melissa Knight reported that her pre-order button was showing 'out of stock' instead of allowing customers to pre-order. After the AI bot's troubleshooting steps failed to resolve the issue, human agent Pearl investigated via collaborator access and identified that the shipping was not configured for the assigned warehouse location. Once Melissa corrected the shipping settings, pre-orders worked correctly. The agent also proactively improved the styling of the confirmation message and answered an additional question about capturing customer country data.

> "it was the shipping not configured to that location as well"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-12 03:38:57 | +0s | — |
| Handed to human (Pearl) | 2026-05-12 03:47:56 | +8m 59s | +0s |
| First reply to customer | 2026-05-12 03:47:56 | +8m 59s | +0s |
| Review requested by Pearl | 2026-05-12 04:54:45 | +1h 15m | +1h 6m |
| Conversation closed | 2026-05-12 05:18:57 | +1h 40m | +1h 31m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-12 12:03:40 | +8h 24m | +8h 15m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Pre-order button not showing / showing out of stock | The merchant's pre-order products were displaying as 'out of stock' instead of allowing customers to place pre-orders despite all recommended settings appearing correct. | yes |
| 2 | How-To / Setup | Confirmation message styling | The agent proactively offered and applied an improved style for the pre-order confirmation message to better match the merchant's theme. | yes |
| 3 | How-To / Setup | Capturing customer country on pre-order form | The merchant asked whether it was possible to capture the country of customers who submit a pre-order or notify-me request. | 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 provided standard troubleshooting steps for the pre-order button not showing, and when those failed, collected context and escalated the conversation to a human agent.

## Review request
- **Asked:** Yes — +1h 15m after conversation start (+1h 6m after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-12 12:03:40 UTC
- **Time from ask to review publish:** +7h 8m
- **Time from conversation start to publish:** +8h 24m
- **Match method:** `ok`
- **Shop name on review:** MELIJA
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Pearl was great.

## Statistics
- **Messages:** 63 (23 customer, 37 admin)
- **Internal notes:** 0
- **Word count:** customer 166, admins 500
- **Total handling time (Intercom):** +1h 22m
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 1

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Shipping not configured for the fulfillment location, causing the pre-order button to display as out of stock despite all other settings being correct

## Full transcript
<details>
<summary>Click to expand — 63 messages</summary>

**[2026-05-12 03:38:57] user/Melissa Knight [source]**

> i just realised that when people try to pre-order my products they cannot and it says out of stock, what is wrong

**[2026-05-12 03:39:32] bot/Luna**

> This usually happens when the product meets “out of stock” but one of the pre-order requirements isn’t enabled, so it shows as sold out instead of letting customers pre-order.
>  Steps to fix it (for each product and each variant):
>  1. In Shopify, set inventory to 0 or less.
> 2. Turn on Track quantity.
> 3. Turn on Continue selling when out of stock (Allow out-of-stock purchases).
> 4. Make sure the product is included in an active Pre-order Offer in our app (Default Offer is active by default).
> 5. If it still won’t show, reset “Continue selling when out of stock” in bulk (uncheck, save, then re-check).
>  Extra: If you recently changed themes, re-enable the Notify Me app embed in Online Store → Themes → Customize.
>  [Image] Sources: Troubleshooting: Pre-Order Button Not Showing on Sold-Out Products When and Where The Pre-Order Button Appears

**[2026-05-12 03:39:33] bot/Luna**

> Is that what you were looking for?

**[2026-05-12 03:43:34] bot/Luna**

> If you still need help with the pre-order issue, I'm here to assist you further. Would you like to provide more details about what you're trying to resolve or any other challenges you're facing?

**[2026-05-12 03:45:33] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-12 03:45:33] bot/Luna**

> [Conversation Rating Request]

**[2026-05-12 03:45:52] user/Melissa Knight [open]**

> i tried everything you suggested and it looks set up correctly and still does not work

**[2026-05-12 03:45:56] bot/Luna**

> Thanks for sharing that you’ve tried everything and it’s still not working! Would you like me to connect you with a human agent? Or if you want, you can share more details and I’ll keep helping you troubleshoot.

**[2026-05-12 03:46:06] user/Melissa Knight**

> yes connect with person

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

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

**[2026-05-12 03:46:44] bot/Luna**

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

**[2026-05-12 03:46:51] user/Melissa Knight**

> A major feature has stopped working

**[2026-05-12 03:46:52] bot/Luna**

> Got it, 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 03:46:53] bot/Luna**

> [Conversation Rating Request]

**[2026-05-12 03:46:54] 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 hello@melija.com.au.

**[2026-05-12 03:46:57] bot/Luna [conversation_summary]**

> Question The customer contacted us because their pre-order function shows "out of stock" despite correctly configuring all required settings. Summary • Customer reports pre-order function shows "out of stock" despite following all setup steps: inventory zero, track quantity on, allow out-of-stock sales enabled, product included in active pre-order offer, and theme embed active.
> • Customer confirms all recommended settings are correct but issue persists.
> • Customer requests escalation to a human agent for further assistance.
> • Agent assigns case to team, requests additional details, screenshots, and URLs to expedite support.
> • Agent informs customer of expected response time and confirms communication channels.

**[2026-05-12 03:47:29] user/Melissa Knight**

> it is this product https://www.melija.com.au/products/mira-backpack-16?variant=52247375118629 - says the preorders are sold out

**[2026-05-12 03:47:45] user/Melissa Knight**

> but i have not sold any and it's not working

**[2026-05-12 03:47:56] admin/Pearl**

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

**[2026-05-12 03:49:21] admin/Pearl**

> When all conditions are met and yet preorder is not clickable and shows as sold out, this usually means there are no locations assigned to the product in the products settings in your Shopify admin or that you are using another app for locations other than Shopify's own settings.

**[2026-05-12 03:50:59] admin/Pearl**

> To test this, you can disable our preorder feature and then check the product page. Since "Continue selling when OOS" is enabled, Add to cart button should show and it must be clickable. If it does not act that way, it means the location is wrongly assigned or not configured right.

**[2026-05-12 03:51:04] admin/Pearl**

> Does that make sense?

**[2026-05-12 03:55:14] user/Melissa Knight**

> Ok i will try this

**[2026-05-12 03:55:56] admin/Pearl**

> Thank you.
>  Let me know how it goes please.

**[2026-05-12 03:56:33] user/Melissa Knight**

> yes the products are assigned to a location - and not using an ap.

**[2026-05-12 03:57:09] admin/Pearl**

> Can I send you a collaborator access request to have a look please?

**[2026-05-12 03:57:15] user/Melissa Knight**

> yes please

**[2026-05-12 03:58:00] admin/Pearl**

> Done. Kindly let me know when its accepted.

**[2026-05-12 03:59:31] user/Melissa Knight**

> Ok done

**[2026-05-12 03:59:51] admin/Pearl**

> Appreciate it.
>  Checking now..

**[2026-05-12 04:03:47] admin/Pearl**

> May I ask if the location that is assigned to this product (Warehouse) fulfills online orders?

**[2026-05-12 04:04:09] user/Melissa Knight**

> yes

**[2026-05-12 04:04:21] user/Melissa Knight**

> its my house!

**[2026-05-12 04:06:30] user/Melissa Knight**

> it may be that the shipping is not configured properly for those? I will check

**[2026-05-12 04:08:35] user/Melissa Knight**

> it worked!

**[2026-05-12 04:08:49] user/Melissa Knight**

> it was the shipping not configured to that location as well

**[2026-05-12 04:08:59] user/Melissa Knight**

> thank you

**[2026-05-12 04:10:05] admin/Pearl**

> Perfect :)
>  Glad to hear that its working now.

**[2026-05-12 04:10:13] admin/Pearl**

> Any thing else I can do to help?

**[2026-05-12 04:10:20] user/Melissa Knight**

> no thank you

**[2026-05-12 04:10:46] admin/Pearl**

> You are most welcome.
>  Please feel free to reach out any time!

**[2026-05-12 04:10:53] admin/Pearl**

> Btw, I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-05-12 04:14:44] admin/Pearl**

> Before that, I could not help but notice how the confirmation message currently appears on your store:
>  [Image]
>  I had an idea that might help it better match your theme and make it stand out even more:
>  [Image]
>  What do you think?
>  Are you interested in the above-mentioned changes (or any other style)? Its absolutely free of charge😊

**[2026-05-12 04:30:45] user/Melissa Knight**

> yes that looks better. where is that, I don't see that message

**[2026-05-12 04:32:37] admin/Pearl**

> Yay, sure. Let me apply it please.
> 
>  When customer clicks on the Notify me button, a form opens and they can put in their email. On that form, there is a submit button. When they submit, they see this confirmation message on the bottom right corner of the product page for a few seconds to let them know their info is submitted.

**[2026-05-12 04:35:11] admin/Pearl**

> Here's a preview:
>  [Image]

**[2026-05-12 04:46:15] admin/Pearl**

> Are we still connected?👀

**[2026-05-12 04:50:05] user/Melissa Knight**

> yes ok thank you

**[2026-05-12 04:50:57] admin/Pearl**

> My absolute pleasure :)

**[2026-05-12 04:51:15] user/Melissa Knight**

> is there a way to also ask what country the people are from?

**[2026-05-12 04:52:39] admin/Pearl**

> If you have SMS enabled, the submit form shows the default code number based on the customers device and the number that is submitted references the country

**[2026-05-12 04:54:02] admin/Pearl**

> You can also see from which market they submitted their request (without SMS), from the requests tab:
>  [Image]

**[2026-05-12 04:54:19] user/Melissa Knight**

> ok great thank you

**[2026-05-12 04:54:42] admin/Pearl**

> No problem

**[2026-05-12 04:54:45] admin/Pearl**

> Also, I never properly cashed in on that favor I asked earlier 👀 — would you be up for leaving a quick review when you get a sec?
> 
>  No essays needed, just a few words (and maybe my name 🙈)!

**[2026-05-12 04:54:54] admin/Pearl**

> You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-12 05:09:15] user/Melissa Knight**

> done

**[2026-05-12 05:13:50] admin/Pearl**

> Thank you so much!
>  It truly means a lot💙

**[2026-05-12 05:13:57] admin/Pearl**

> May I ask if it was a 5 star?

**[2026-05-12 05:17:32] user/Melissa Knight**

> Yes ​

**[2026-05-12 05:18:47] admin/Pearl**

> Appreciate your kindness💖
>  Its always an honor to assist you😊
>  Wishing you a lovely day and lots of success😍
> 
>  Best regards,

**[2026-05-12 05:19:09] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-05-12 05:19:09] bot/Luna**

> [Conversation Rating Request]

</details>
