---
conversation_id: "215474020927984"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474020927984?view=List"
shopify_domain: "dtv9ib-te.myshopify.com"
shopify_url: "https://dtv9ib-te.myshopify.com"
company_name: "Dapper Fragrances"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-22T13:46:18Z"
closed_at: "2026-04-25T16:10:52Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "7165326"
assignee_name: "Sam"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mason", "Rina", "Sam"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Travis Gearhart"
customer_email: "dapperfragrances@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 89
seconds_from_start_to_review_ask: 4268
seconds_from_handoff_to_review_ask: 4267
seconds_from_first_reply_to_review_ask: 4179
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 66
customer_message_count: 20
admin_message_count_total: 53
note_count: 11
customer_word_count: 316
admin_word_count: 463
count_reopens: 0
count_assignments: 16
handling_time_seconds: 6320
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474025052154"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474025052154?view=List"
review_rating: 5
review_posted_at: "2026-04-22T18:20:41Z"
seconds_from_ask_to_review: 12195
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 215474020927984 — Dapper Fragrances ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474020927984?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474025052154?view=List)  ·  🔗 [Visit Shopify store](https://dtv9ib-te.myshopify.com)

## Overview
- **Merchant:** Travis Gearhart — `dapperfragrances@gmail.com` (personal address on a free email provider)
- **Store:** dtv9ib-te.myshopify.com · 🌍 El Paso, Texas, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** USD
- **Store created on Shopify:** 2025-07-24

## App usage — Discounty
- **Discounty plan:** Discounty — $49/monthly
- **Installed on:** 2026-04-22 13:49:47 UTC
- **Install to conversation start:** 3 minutes after this conversation
- **Uninstalled on:** 2026-04-22 13:48:53 UTC ⚠️
- **Active:** Yes
- **Sales revenue through Discounty:** USD 32,038
- **Total orders through Discounty:** 351

## Summary
Merchant Travis Gearhart set up his first Buy X Get Y campaign but hit a 100-variant limit for the Y (gift) products, when he needed to select ~245 variants of 5ml fragrances. The agent confirmed this is a known limitation being worked on. A secondary issue arose where campaign revenue reporting counted all orders containing campaign products rather than only orders where the offer was actually used; this was escalated as a feature/analytics improvement request but not resolved.

> "I will say that this app is the best one I've tried for variant discounts!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-22 13:46:18 | +0s | — |
| Handed to human (Sam) | 2026-04-22 13:46:19 | +1s | +0s |
| First reply to customer | 2026-04-22 13:47:47 | +1m 29s | +1m 28s |
| Review requested by Mason | 2026-04-22 14:57:26 | +1h 11m | +1h 11m |
| Conversation closed | 2026-04-25 16:10:52 | +3d 2h | +3d 2h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 18:20:41 | +4h 34m | +4h 34m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | BXGY variant selection limit | Merchant cannot select more than 100 variants for the Y (gift) product pool in a BXGY campaign, but needs to select approximately 245 variants. | no |
| 2 | Feature Request | Campaign revenue attribution accuracy | Merchant wants campaign revenue reporting to only count orders where the specific offer was actually redeemed, not all orders containing a product in the campaign. | no |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +1h 11m after conversation start (+1h 11m after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 18:20:41 UTC
- **Time from ask to review publish:** +3h 23m
- **Time from conversation start to publish:** +4h 34m
- **Match method:** `ok`
- **Shop name on review:** Dapper Fragrances
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Mason was very knowledgable and kind! He helped us solve our issue quickly and took our recommendations to improve the app. It's always a good sign when a company listens to customer feedback! This app is working great for us so far.

## Statistics
- **Messages:** 66 (20 customer, 53 admin)
- **Internal notes:** 11
- **Word count:** customer 316, admins 463
- **Total handling time (Intercom):** +1h 45m
- **Reopens:** 0
- **Assignments:** 16

## People involved
- **Agents who worked on it:** 3 (Mason, Rina, Sam)
- **Primary assignee:** Sam
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Discounty - asked for review, Automate Snoozing Started, Automate Snoozing End
- **Topics:** DS - First campaign - Proactive, DS - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced a product limitation with variant selection but appreciated the app overall. The teammate provided helpful answers, acknowledged feedback, and the customer showed positive sentiment and low effort.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - 100-variant limit on Y product selection in BXGY campaigns prevents merchant from including all required product variants
- Campaign analytics counts revenue from any order containing a campaign product rather than only orders where the discount offer was redeemed

## Full transcript
<details>
<summary>Click to expand — 66 messages</summary>

**[2026-04-22 13:46:18] user/Travis Gearhart [source]**

> I just created my first Discounty campaign.

**[2026-04-22 13:46:19] admin/Rina [note]**

> BXGY
>  Campaign Name: Free gift with purchase
>  Campaign Type: BXGY
>  Campaign Status: Downloading
>  Reward selection method: Manual selection
>  Customer buy X
>  Product Filters: Products and variants
>  Minimum quantity required: 3
>  Customer get Y
>  Product filter: Products and variants: 14 selected
>  Reward quantity: 1
>  Discount type: Percentage
>  Discount value: 100.0
>  App embed: False
>  Widget status: Popup: not configured, FAB: not configured
>  Include Filters: Products and variants
>  Exclude Filters: None
>  Sample Product List:
>  - Alpha Mist
> - Absolute Power
> - Ambrosial Throne

**[2026-04-22 13:47:47] admin/Mason**

> Hi Travis!
>  This is Mason from Discounty. Congrats on launching your first campaign! ✨
>  I’m going to check it right now and send over a preview. Sounds good?

**[2026-04-22 14:11:35] admin/Mason**

> I noticed that you've already deactivated your campaign.
>  Was there anything specific holding you back, or would you like help getting it live again?

**[2026-04-22 14:15:03] user/Travis Gearhart**

> I'm doing a buy 3, get 1 free offer and under the customer gets Y section, I can only select up to 100 variants

**[2026-04-22 14:15:27] user/Travis Gearhart**

> I need to select all of my 5ml fragrances which is like 245

**[2026-04-22 14:22:08] 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.

**[2026-04-22 14:29:14] user/Travis Gearhart**

> I can wait

**[2026-04-22 14:29:15] bot/Luna**

> Got it! We will reply here as soon as possible. ​ Thanks for being patient with us. 🙌🏻

**[2026-04-22 14:29:15] bot/Luna [note]**

> Please snooze the ticket for the assignee.

**[2026-04-22 14:32:26] admin/Mason**

> Thanks for being patient with me. Today is a busy day on our side!

**[2026-04-22 14:32:37] user/Travis Gearhart**

> All good! No worries at all

**[2026-04-22 14:33:24] admin/Mason**

> Yes. That's correct, unfortunately currently there is a limit for Y gifts and only up to 100 variants can be considered for product Y.
>  [Image]

**[2026-04-22 14:34:02] admin/Mason**

> We are aware of this case and are working on improving this section to be able to add more products for Y.

**[2026-04-22 14:34:47] admin/Mason**

> For now, is there anything else I can help you with?

**[2026-04-22 14:54:27] user/Travis Gearhart**

> Okay sounds good! I think that's it for now. Once we can select more for y gifts, we'll enable the automatic discount instead of the popup. I will say that this app is the best one I've tried for variant discounts!

**[2026-04-22 14:56:48] admin/Mason**

> That sounds like a great plan 🙂

**[2026-04-22 14:57:06] admin/Mason**

> Really appreciate the kind words, means a lot! If you need anything when you switch things over, just let me know.

**[2026-04-22 14:57:26] admin/Mason**

> Also for now, if there nothing else, I was wondering, can you make me happy by leaving us a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍

**[2026-04-22 14:57:31] admin/Mason**

> [GIF]

**[2026-04-22 14:57:36] admin/Mason [note]**

> You can write it here: Discounty Review Link

**[2026-04-22 14:59:12] admin/Mason**

> Are we still connected?🥺

**[2026-04-22 15:00:01] admin/Sam [note]**

> SEND ITTTTTTTTTTTTTTT

**[2026-04-22 15:00:19] user/Travis Gearhart**

> Yep! I will leave a review! Do you happen to know when the new rollout of selecting more Y products will happen? Just want to have an idea

**[2026-04-22 15:01:11] admin/Mason**

> Thanks so much!

**[2026-04-22 15:01:13] admin/Mason**

> You can write it here: Discounty Review Link

**[2026-04-22 15:01:58] admin/Mason**

> I will now talk to the team to see if we have an estimated time for it or not.

**[2026-04-22 15:07:27] user/Travis Gearhart**

> Sweet, thank you!

**[2026-04-22 15:07:57] admin/Sam [note]**

> [GIF]

**[2026-04-22 15:08:05] admin/Mason [note]**

> 😅

**[2026-04-22 15:08:10] admin/Mason [note]**

> 💙

**[2026-04-22 15:09:05] admin/Mason**

> I have left a message for the team, and as soon as I receive a response from them, I will update you.

**[2026-04-22 15:09:22] admin/Mason**

> Also, dear Travis, since Shopify has been running a new process for validating the reviews, it won't publish it immediately and I can read your review with a 2-3 day delay. Would you please let me know when you submit your review so that I can keep it in mind to read it when it's published?

**[2026-04-22 15:09:23] admin/Mason**

> That would mean a lot to me.😊

**[2026-04-22 15:23:13] user/Travis Gearhart**

> Just submitted the review!

**[2026-04-22 15:23:46] admin/Mason**

> [GIF]

**[2026-04-22 15:23:58] admin/Mason**

> Thanks a million for your kindness!

**[2026-04-22 15:26:17] user/Travis Gearhart**

> Of course! One more question actually. I am seeing that one of the campaigns is showing $30 in revenue but I don't see an order with the offer in the orders tab in Shopify

**[2026-04-22 15:27:03] admin/Sam [note]**

> You got the review and we're left w the questions 😂

**[2026-04-22 15:28:35] admin/Sam**

> Hi Travis,
>  This is Sam here from the team. I hope you are doing well.
> 
>  I'm glad you reached out to us.

**[2026-04-22 15:28:43] user/Travis Gearhart**

> Hello1

**[2026-04-22 15:30:19] admin/Sam**

> Let me check your panel please.

**[2026-04-22 15:30:26] user/Travis Gearhart**

> Okay thank you

**[2026-04-22 15:34:14] admin/Sam**

> I just checked our logs and I can see there are two orders placed that include products from this campaign:
>  [Image] Would you please check the order IDs on your panel?

**[2026-04-22 15:40:02] admin/Mason [note_and_unsnooze]**

> NOOOOOO :(( Sam Why do they just keep replying :(( Sorry Sam :((

**[2026-04-22 15:40:26] admin/Mason [note]**

> Why didn't you mention me? :((

**[2026-04-22 15:43:34] admin/Sam [note]**

> Just kidding baba Mason

**[2026-04-22 15:57:27] user/Travis Gearhart**

> Hmm I'm confused. I don't see any new orders in my Shopify

**[2026-04-22 15:59:07] user/Travis Gearhart**

> There is only one new order and they did not use the offer I made in Discounty

**[2026-04-22 16:02:06] user/Travis Gearhart**

> So it's showing revenue of $30 in the campaign for 5ml. So this means anytime someone buys a 5ml fragrance, it will show as revenue in that campaign?
>  I'd prefer it only show revenue made from this specific offer

**[2026-04-22 16:02:22] admin/Sam**

> Would you please search the orders by ID and not only look through new ones?

**[2026-04-22 16:03:51] admin/Sam**

> I'm not sure I understand your question. If the product's already in the offer, then the revenue is related to that campaign.

**[2026-04-22 16:03:52] user/Travis Gearhart**

> [Image] That's what I did, and it shows this order

**[2026-04-22 16:04:36] user/Travis Gearhart**

> This customer did not use the Buy 3, Get 1 Free offer but in that offer campaign, it's showing as revenue

**[2026-04-22 16:05:06] user/Travis Gearhart**

> Is there a way that in the campaigns it shows only revenue and orders that used that offer?

**[2026-04-22 16:05:55] admin/Sam**

> I see. Thanks for the clarification.

**[2026-04-22 16:06:53] admin/Sam**

> I understand your point and appreciate your feedback. We're currently working on improving the analytics data and I'll make sure to escalate your feedback to the dev team for consideration.

**[2026-04-22 16:08:40] user/Travis Gearhart**

> Okay sounds good, thank you! Otherwise, we're getting data that is not true at all. We would need to know how much revenue the offer itself has actually made us

**[2026-04-22 16:10:19] admin/Sam**

> Sure. Understood. ✅

**[2026-04-22 16:10:43] user/Travis Gearhart**

> Thank you!

**[2026-04-22 16:10:50] admin/Sam**

> Anytime.

**[2026-04-22 18:10:03] admin/Sam [note]**

> Take some rest Mason :))

**[2026-04-22 18:34:46] admin/Mason [note_and_unsnooze]**

> 🫣

**[2026-04-22 18:35:12] admin/Mason [note]**

> [GIF]

**[2026-04-25 16:10:52] bot/Luna**

> Hey there,
>  Just a quick check-in to see if our previous message has reached you? 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 to help - just give us a shout at anytime if you have follow-up questions and we'll go from there. ​
>  In the meantime, have a great day! 👋🏻

**[2026-04-25 16:10:53] bot/Luna**

> [Conversation Rating Request]

</details>
