---
conversation_id: "215474172632998"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474172632998?view=List"
shopify_domain: "2qx0xf-1c.myshopify.com"
shopify_url: "https://2qx0xf-1c.myshopify.com"
company_name: "FemAura"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-05-04T18:32:11Z"
closed_at: "2026-05-04T20:16:22Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "French"
region: "BEL"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Nilou"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "FemAura Admin"
customer_email: "contact@myfemaura.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "contact"
seconds_to_human_handoff: 272
seconds_to_first_admin_reply: 272
seconds_from_start_to_review_ask: 5915
seconds_from_handoff_to_review_ask: 5643
seconds_from_first_reply_to_review_ask: 5643
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 71
customer_message_count: 34
admin_message_count_total: 30
note_count: 0
customer_word_count: 616
admin_word_count: 1047
count_reopens: 1
count_assignments: 6
handling_time_seconds: 6077
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: 5
review_ticket_id: "215474177083682"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177083682?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-05T02:18:09Z"
seconds_from_ask_to_review: 22043
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 215474172632998 — FemAura ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474172632998?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177083682?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://2qx0xf-1c.myshopify.com)

## Overview
- **Merchant:** FemAura Admin — `contact@myfemaura.com` (team mailbox (`contact@…` — a shared inbox, not a single person))
- **Store:** 2qx0xf-1c.myshopify.com · 🌍 Brussels, Brussels Capital, Belgium
- **App:** Subi
- **Channel:** customer_initiated · **Language:** French

## Store profile
- **Shopify plan:** Basic
- **Currency:** EUR
- **Store created on Shopify:** 2025-09-01
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Subi
- **Subi plan:** Growth — $19.0/mo
- **Installed on:** 2025-09-01 19:31:58 UTC
- **Install to conversation start:** 8 months before this conversation

## Summary
A new merchant (FemAura) needed help configuring Subify for a bimonthly subscription box business with specific billing and delivery cycle rules: immediate charge on first purchase, then renewal on the 4th of every other month. Agent Nilou walked the merchant through the recommended Subify settings (2-month delivery frequency, charge on specific day set to the 4th, first-order delivery policy) and advised using the reschedule feature for edge cases. The merchant agreed to test the configuration and said they would return after a few days.

> "j'ai un système d'abonement bimestrielle , donc la clientes doit etre livrée tous les 2 mois . voici ce que je voudrait : 1) Période de précommande : 14 mai → 24 juin => Paiement immédiat à l'achat."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-04 18:32:11 | +0s | — |
| Handed to human (Nilou) | 2026-05-04 18:36:43 | +4m 32s | +0s |
| First reply to customer | 2026-05-04 18:36:43 | +4m 32s | +0s |
| Review requested by Nilou | 2026-05-04 20:10:46 | +1h 38m | +1h 34m |
| Conversation closed | 2026-05-04 20:16:22 | +1h 44m | +1h 39m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-05 02:18:09 | +7h 45m | +7h 41m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Subscription billing cycle configuration | The merchant needed help configuring Subify for a bimonthly subscription box with immediate first-charge and recurring billing on the 4th of every other month. | partial |
| 2 | Technical Bug | Possible duplicate charge on test orders | The merchant suspected a configuration error caused customers (herself and her sisters) to be charged more than once. | partial |

## 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 greeted the merchant, attempted to troubleshoot the widget/configuration issue with a checklist, and then escalated to a human agent after the merchant indicated she needed to speak with a person.

## Review request
- **Asked:** Yes — +1h 38m after conversation start (+1h 34m after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-05 02:18:09 UTC
- **Time from ask to review publish:** +6h 7m
- **Time from conversation start to publish:** +7h 45m
- **Match method:** `ok`
- **Shop name on review:** FemAura
- **App listed on review:** Subi Subscriptions App

**Review text:**
> Merci à Milou pour sa patience et l'aide qu'elle m'a apporté avec une grande gentillesse :).

## Statistics
- **Messages:** 71 (34 customer, 30 admin)
- **Internal notes:** 0
- **Word count:** customer 616, admins 1047
- **Total handling time (Intercom):** +1h 41m
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced a configuration issue causing double charges and received high-effort, detailed assistance from the teammate, who provided clear guidance and resolution. The customer acknowledged the help and agreed to follow the suggested settings.

## Attachments referenced in transcript
- `Animation.gif`

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Subify cannot natively prevent monthly charges when a purchase falls in a mid-cycle period without manual rescheduling of each contract's next order date

## Full transcript
<details>
<summary>Click to expand — 71 messages</summary>

**[2026-05-04 18:32:11] user/FemAura Admin [source]**

> hello ,

**[2026-05-04 18:32:22] bot/Luna**

> Bonjour ! Je suis Luna, votre assistante IA chez Subi. Comment puis-je vous aider aujourd'hui ?

**[2026-05-04 18:33:57] user/FemAura Admin**

> bonjour , je viens de commencer ma boutique et j'aimerai de l'aide pour les parametrage de subify svp , j'ai déjà fait un test a faisant un achat moi meme et puis j'ai demandé à mes soeurs également de passer 2 commandes et il y'a une erreur de parapetrage je pense

**[2026-05-04 18:34:13] bot/Luna**

> Bonjour FemAura 👋
>  Si vous avez fait des commandes tests et que quelque chose ne semble pas correct, il y a souvent un problème de configuration ou de synchronisation.
>  Voici les points à vérifier rapidement :
>  - Produit dans Subi • Allez dans votre dashboard Subi • Vérifiez que le produit apparaît bien • Si non, attendez quelques minutes puis rafraîchissez la page • Vérifiez aussi que le produit est actif dans Shopify
> - Widget Subi visible sur la page produit • Shopify Admin → Online Store → Themes • Cliquez sur Customize • Ouvrez App Embed • Activez le Subi App Embed
> - Conflit avec une autre app • Certaines apps (bundle, discount, précommande, etc.) peuvent créer des erreurs avec les abonnements
>  Si vous voulez, vous pouvez aussi me dire :
>  - ce qui ne fonctionne pas exactement (paiement, abonnement, widget, email, etc.)
> - ou envoyer une capture d’écran
>  Je pourrai vous guider plus précisément. 😊
>  [Image] Source: What to Do When Your Subscription Widget Doesn’t Appear

**[2026-05-04 18:34:14] bot/Luna**

> Est-ce ce que vous cherchiez ?

**[2026-05-04 18:34:40] user/FemAura Admin**

> non j'ai besoin de parler à quelqu'un pour m'aider

**[2026-05-04 18:34:45] bot/Luna**

> Je vous connecte à quelqu’un de notre équipe pour vous aider directement. Pendant ce temps, n’hésitez pas à préciser votre problème pour qu’ils puissent vous assister au mieux.

**[2026-05-04 18:34:53] user/FemAura Admin**

> merci

**[2026-05-04 18:35:01] bot/Luna**

> Mettons-vous en relation avec l'équipe. ​ Alors, quelle option correspond le mieux à la raison pour laquelle vous nous contactez aujourd'hui ?

**[2026-05-04 18:35:14] user/FemAura Admin**

> J'ai un problème qui me ralentit

**[2026-05-04 18:35:14] bot/Luna**

> Merci, je vous ai assigné à l'équipe. ✋🏻 ​ En attendant, pourriez-vous ajouter plus de détails et d'exemples ? (par exemple, captures d'écran et URL pertinentes) Cela aidera nos coéquipiers à comprendre et à vous assister plus rapidement. ​ Merci également de nous aider à comprendre votre expérience avec mon aide en tant qu'agent IA :

**[2026-05-04 18:35:15] bot/Luna**

> [Conversation Rating Request]

**[2026-05-04 18:35:15] bot/Luna [channel_and_reply_time_expectation]**

> Notre équipe va vous répondre. Son délai de réponse habituel est de quelques heures. Vous recevrez les réponses ici et à l’adresse contact@myfemaura.com.

**[2026-05-04 18:36:43] admin/Nilou**

> Hello there,
> 
>  Thank you for contacting us.
>  I'm Nilou from the Customer Support team here, and I'm happy to be assisting you today 🙋‍♀️

**[2026-05-04 18:37:31] admin/Nilou**

> What was the error? And would you like to describe what you'd like to offer so I could check the best setting for you? ^-^

**[2026-05-04 18:37:48] user/FemAura Admin**

> bonjour

**[2026-05-04 18:38:13] user/FemAura Admin**

> bonjour , je viens de commencer ma boutique et j'aimerai de l'aide pour les parametrage de subify svp , j'ai déjà fait un test a faisant un achat moi meme et puis j'ai demandé à mes soeurs également de passer 2 commandes et il y'a une erreur de parapetrage je pense

**[2026-05-04 18:38:14] admin/Nilou**

> Hi there! ^-^

**[2026-05-04 18:38:33] user/FemAura Admin**

> *parametrage

**[2026-05-04 18:39:01] admin/Nilou**

> I see, may I ask what error that was? And what would you like to offer the customers?

**[2026-05-04 18:40:09] user/FemAura Admin**

> non la commande a été passée au mois d'avril et il y'a eu un prélèvement et aussi un nouveau prélèvemeent

**[2026-05-04 18:41:06] admin/Nilou**

> Do you mean the customer was charged twice?

**[2026-05-04 18:41:46] user/FemAura Admin**

> on dirait , mais mes parametres ont été mal fait je pense.

**[2026-05-04 18:42:12] admin/Nilou**

> Got it, I'll be more than happy to check the settings for you

**[2026-05-04 18:43:34] user/FemAura Admin**

> j'ai un système d'abonement bimestrielle , donc la clientes doit etre livrée tous les 2 mois . voici ce que je voudrait : 1) Période de précommande : 14 mai → 24 juin =&gt; Paiement immédiat à l'achat.

**[2026-05-04 18:44:33] user/FemAura Admin**

> 2) 25 juin → 24 août ( commande passés pour cycle suivant ) 4 août (renouvellement)

**[2026-05-04 18:44:48] admin/Nilou**

> Got it! let me check the panel further and suggest the best configuration for your described setting

**[2026-05-04 18:45:17] user/FemAura Admin**

> 25 août → 24 octobre ( commande passés pour cycle suivant ) 4 octobre (renouvellement)

**[2026-05-04 18:50:17] admin/Nilou**

> Regarding the Immediate payment upon purchase part, do you mean you'd customers to be charged for the 2 cycles up front? or the amount reducted from their account each month?

**[2026-05-04 18:52:59] user/FemAura Admin**

> pour la première fois qu'il s'abonnent que qu'il soitent débité directement , et puis ensuite prélevé au nouveau cycle

**[2026-05-04 18:55:38] user/FemAura Admin**

> 2 mois après

**[2026-05-04 19:03:23] admin/Nilou**

> Would you kindly explain a bit on the delivery behavior you'd like? Would you like the orders to be shipped as soon as the customers are charged?

**[2026-05-04 19:16:39] user/FemAura Admin**

> les livraisons se feront à partir du 14 de tous les 2 mois , après que les prélèvements aient été fait à partir du 4 pour les clients existant , et les nouveaux client se font débuter directement à l'achat

**[2026-05-04 19:23:51] admin/Nilou**

> So let me make sure I understand your need please From May 14th to June 24th customers can put in subscription orders and their first order is immediately shipped Next cycle is on the closest 4th So if order put in May 16th -&gt; Next order is June 4th and next cycle is August 4th and so on if order put in June 3rd -&gt; Next order is June 4th and the next cycle is August 4th and so on if order put in June 10th -&gt; Next order is July th and the next cycle is September 4th and so on Is this what you expected?

**[2026-05-04 19:27:51] user/FemAura Admin**

> en fait l'expédition se passe plutot à la moitié du mois de la sortie de chaque coffret. mais les dates d'expéditions sont pas importante ici pour nous car je le communiquerai directement aux clientes . c qui est important ici que vous compreniez c'est :

**[2026-05-04 19:29:52] user/FemAura Admin**

> à partir du 14 mai , les clientes pourront passer leur commandes et devront etre prélever à l'achat; les comandes passées Du 14 mai au 24 juin, sont pour la box du mois de juin.

**[2026-05-04 19:33:15] admin/Nilou**

> Thank you so much for your kindness and patience in explaining your need so thoroughly I'll look into this further The exact configuration you'd like may need some out-of-Subi monitoring and configuration as well but I'll try to provide you with the best Subi setting for this. I'll get back to you in about 30 minutes Feel free to add any notes while I check this

**[2026-05-04 19:34:48] user/FemAura Admin**

> Le cycle suivant est la box du mois d'aout ,les clients qui avait été débuté directement à l'achat au mois de juin vont etre prélevé pour leur nouvelle box le 4 aout . entre temps les nouveux clients qui arrivent seront prélévé à l'achat et le prochain cycle de prélèvement débutera le 04 octobre

**[2026-05-04 19:35:51] user/FemAura Admin**

> ok je vous remercie , une autre date importante à mettre dans les parametrage c'est le début du nouveau cycle

**[2026-05-04 19:41:39] user/FemAura Admin**

> pour la livraison on peut cocher "livrer la première commande immédiatement"

**[2026-05-04 19:54:30] admin/Nilou**

> You'd need to: -&gt; set Delivery frequency to 2 and delivery interval to Months -&gt; Enable charge on specific days, set specific day of the month to 4th -&gt; Set Delivery of first order to closest specific date -&gt; If an order comes close to the specific date, Deliver on the next cycle and this is if the order comes within 11 days before the specific day So if order is put past 24th of the month, it will be delivered on the next cycle Both the 11 day cut off and the first delivery policy is to ensure you have enough time to supply the boxes rather than running low on time to supply them on time. For exact configuration of what you shared you can also: -&gt; Put the product in draft until May 14th and publish the item then so customers can only put in purchase from May 14th -&gt; Monitor the deliveries as you said -&gt; You can also adjust the next order of each subscription contract if one contract should be on another cycle For this recommended configuration:
>  [Image] Here are some automated workflow examples we expect to happen: Customer purchases on May 5th -&gt; Delivery day 4th of June and customer charged for next cycle -&gt; Next cycle is set to 4th of August Customer purchases on May 31st -&gt; Delivery day 4th of July and customer charged for next cycle -&gt; Next cycle is set to 4th of September Customer purchases on June 16th -&gt; Delivery day 4th of July and customer charged for next cycle -&gt; Next cycle is set to 4th of September

**[2026-05-04 19:56:15] admin/Nilou**

> To test this you can once again put in test orders to ensure the flow is as automated as possible so it would be the least manual work for you Also you can create 100% exclusive discount codes for yourself and your sisters on your Shopify panel -&gt; Discounts to put in test orders free

**[2026-05-04 19:59:03] admin/Nilou**

> Does that sound helpful? Is there anything else I could help you with for now? ^-^

**[2026-05-04 20:00:13] user/FemAura Admin**

> pour le 14 mai si c'est loin je peux attendre encore jusqu'au 13 pour faire les parametrage ?

**[2026-05-04 20:01:45] user/FemAura Admin**

> vous avez expliqué ça "Le client achète le 31 mai -&gt; jour de livraison le 4 juillet et le client est facturé pour le cycle suivant -&gt; le cycle suivant est fixé au 4 septembre" , mais il ne faut pas qu'il yai des facturations tous les mois

**[2026-05-04 20:01:47] admin/Nilou**

> Do you mean publishing the product on 13th? Sure you could You could also add a product for the mere reason of testing and you could not publish it You can use it to test the setting on and publish the plan on the real product on May 13th How does that sound?

**[2026-05-04 20:02:58] user/FemAura Admin**

> j'ai 3 formules (produits) ils sont déjà tous sur mon site , mais je vais commencer à dirriger les gens vers mon site avec la pub seulement le 14 mai .

**[2026-05-04 20:06:54] admin/Nilou**

> I understand The thing is the second order would basically be the start point of the cycle which is set to the closest 4th of the month unless the purchase is made in the 11 day cut off period Unfortunately we can't change this behavior but you can adjust the first orders of each contract to postpone the charge for another month, using the reschedule next order feature on the contract like this:
>  [Attachment: "Animation.gif"]

**[2026-05-04 20:07:33] admin/Nilou**

> That sounds like a great idea

**[2026-05-04 20:09:35] admin/Nilou**

> Unfortunately my office hours have come to an end and I have to leave in a few minutes But no worries! We're stilll here for you and a team-mate of mine will be with you shortly if there's anything else we could help you with

**[2026-05-04 20:09:52] admin/Nilou**

> Before I go may I ask you for a favor, if it's ok with you?

**[2026-05-04 20:10:07] user/FemAura Admin**

> ok je vais reschedule pour les commandes déjà existantes , mais du coup pour les nouvelles commandes qui vont arriver au mois de juin je vais suivre ce que vous avez dit

**[2026-05-04 20:10:15] user/FemAura Admin**

> ok pas de soucis , bonne soirée

**[2026-05-04 20:10:22] user/FemAura Admin**

> oui dites la faveur

**[2026-05-04 20:10:46] admin/Nilou**

> Thank you so much! If I could make things a bit easier for you, can you consider writing a quick review?
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-05-04 20:11:10] admin/Nilou**

> This would absolutely make my day😄 Of course it's totally optional and no pressure at all

**[2026-05-04 20:11:33] user/FemAura Admin**

> ok , je vais le faire

**[2026-05-04 20:12:08] admin/Nilou**

> Thank you so much! Really made my day with your kindness after a long shift🥹🙏 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 20:13:29] user/FemAura Admin**

> c'est fait :)

**[2026-05-04 20:13:52] admin/Nilou**

> [GIF]

**[2026-05-04 20:14:03] user/FemAura Admin**

> 😀

**[2026-05-04 20:14:05] admin/Nilou**

> Thank you again😊💗 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 20:14:35] user/FemAura Admin**

> d'accord je vais attendre quelques jours et. revenir vers vous

**[2026-05-04 20:14:36] user/FemAura Admin**

> merci !

**[2026-05-04 20:15:14] admin/Nilou**

> Great! We'll be looking forward to your message You're entirely welcome and it's been a pleasure! ^-^🌻

**[2026-05-04 20:15:30] admin/Nilou**

> [GIF]

**[2026-05-04 20:15:37] user/FemAura Admin [open]**

> plaisir partagé

**[2026-05-04 20:15:41] user/FemAura Admin**

> bye :)

**[2026-05-04 20:16:17] admin/Nilou**

> 🥹🙏

**[2026-05-04 20:16:33] bot/Luna**

> Que pensez-vous du service de Nilou ?

**[2026-05-04 20:16:33] bot/Luna**

> [Conversation Rating Request]

</details>
