---
conversation_id: "215474138914493"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474138914493?view=List"
shopify_domain: "inktkenners1.myshopify.com"
shopify_url: "https://inktkenners1.myshopify.com"
company_name: "Inktkenners"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-01T09:16:32Z"
closed_at: "2026-05-05T08:58:10Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "NLD"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mason", "Mo Ramez", "Nilou"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Ahmed Moussa"
customer_email: "info@inktkenners.nl"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 2
seconds_to_first_admin_reply: 41
seconds_from_start_to_review_ask: 73
seconds_from_handoff_to_review_ask: 71
seconds_from_first_reply_to_review_ask: 32
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 46
customer_message_count: 20
admin_message_count_total: 38
note_count: 1
customer_word_count: 160
admin_word_count: 655
count_reopens: 0
count_assignments: 4
handling_time_seconds: 6024
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: 3
review_ticket_id: "215474144770764"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474144770764?view=List"
review_rating: 5
review_posted_at: "2026-05-01T18:19:07Z"
seconds_from_ask_to_review: 32482
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 215474138914493 — Inktkenners ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474138914493?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474144770764?view=List)  ·  🔗 [Visit Shopify store](https://inktkenners1.myshopify.com)

## Overview
- **Merchant:** Ahmed Moussa — `info@inktkenners.nl` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** inktkenners1.myshopify.com · 🌍 Amsterdam, North Holland, Netherlands
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** EUR
- **Store created on Shopify:** 2021-12-01
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Starter (MONTHLY)
- **Installed on:** 2026-05-01 09:13:57 UTC
- **Install to conversation start:** 2 minutes before this conversation
- **Status:** REMOVED
- **Total back-in-stock requests received:** 0

## Summary
Ahmed Moussa installed the Notify Me app and needed help with widget text visibility and placement for his pre-order button, which was resolved by the agent fixing a theme conflict and repositioning the widget text. Later, Ahmed raised a more critical issue: customers could only pay with credit card when selecting pre-order items, with iDEAL (a popular Dutch payment method) being unavailable. The agent explained this is a Shopify platform limitation for pre-orders and pointed to Shopify's documentation, leaving Ahmed dissatisfied as the issue could not be resolved by the app.

> "my clients rely on IDEAL. which is a payment method in the netherlands"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-01 09:16:32 | +0s | — |
| Handed to human (Mason) | 2026-05-01 09:16:34 | +2s | +0s |
| First reply to customer | 2026-05-01 09:17:13 | +41s | +39s |
| Review requested by Nilou | 2026-05-01 09:17:45 | +1m 13s | +1m 11s |
| Conversation closed | 2026-05-05 08:58:10 | +3d 23h | +3d 23h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-01 18:19:07 | +9h 2m | +9h 2m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Widget text not visible | The merchant reported that the pre-order widget text was not visible on the product page. | yes |
| 2 | How-To / Setup | Widget text placement | The merchant wanted the pre-order widget text repositioned to appear below the first add-to-cart button and for both add-to-cart buttons to be changed to pre-order buttons. | yes |
| 3 | Technical Bug | Payment methods restricted on pre-order | The merchant reported that customers can only pay with credit card when selecting pre-order items, with iDEAL and other payment methods disappearing. | no |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +1m 13s after conversation start (+1m 11s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-01 18:19:07 UTC
- **Time from ask to review publish:** +9h 1m
- **Time from conversation start to publish:** +9h 2m
- **Match method:** `ok`
- **Shop name on review:** Inktkenners
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> they have a really good app.

## Statistics
- **Messages:** 46 (20 customer, 38 admin)
- **Internal notes:** 1
- **Word count:** customer 160, admins 655
- **Total handling time (Intercom):** +1h 40m
- **Reopens:** 0
- **Assignments:** 4

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

## Tags & Topics
- **Tags:** Started by Proactive, Automate Snoozing Started, Automate Snoozing End
- **Topics:** NM - Asked for review, NM - New Installation - Proactive

## Intercom-side signals
- **Intercom CX Score (AI grading):** 3 / 5
  - Explanation: The customer experienced a product feature limitation related to pre-order payment methods, expressing dissatisfaction with the policy. The teammate provided high-quality support resolving the widget display issue.

## Sentiment & Resolution
- **Sentiment:** negative
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Shopify platform restriction prevents non-Shopify Payments and non-PayPal payment methods (e.g. iDEAL) from being available at checkout for pre-order products

## Full transcript
<details>
<summary>Click to expand — 46 messages</summary>

**[2026-05-01 09:16:32] user/Ahmed Moussa [source]**

> I just installed Notify Me

**[2026-05-01 09:16:34] admin/Mo Ramez [note]**

> shopify_domain: inktkenners1.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: False
> pre_order_is_activated: True
> low_stock_is_activated: False
> wishlist_is_activated: False

**[2026-05-01 09:17:13] admin/Nilou**

> Hi Ahmed, ﻿​﻿
>  Welcome to Notify Me! This is Nilou from our Customer Care team, and yes, I’m a real human here to help 😊
>  I’m going to take a quick look at your widgets to make sure everything is set up perfectly. In the meantime, if you have any questions at all, just reply to this message and I’ll personally help you out.

**[2026-05-01 09:17:45] admin/Nilou**

> For the Pre-order button to work, the product needs these 3 conditions:
>  1. Inventory tracked is on
> 2. Quantity is 0 or less
> 3. "Continue selling when out of stock" is checked
>  Please navigate to your Products in the Shopify admin, open the product, and update each variant’s inventory settings like in the screenshot below:
>  [Image]
>  Would you like to set this up on a product now and share its URL from your store with me?
>  I’ll happily review it with you and make sure the Pre-order button is showing correctly. ✨

**[2026-05-01 09:43:58] user/Ahmed Moussa**

> hello

**[2026-05-01 09:44:05] user/Ahmed Moussa**

> the widget text is not visible

**[2026-05-01 09:44:30] user/Ahmed Moussa**

> [Image] [Image]

**[2026-05-01 09:45:33] admin/Nilou**

> Hi there, I'm glad you reached out. Would you please share the link?

**[2026-05-01 09:48:54] user/Ahmed Moussa**

> https://inktkenners.nl/products/huismerk-brother-dr421-dr321-b-c-m-y-drum-units-inktkenners?variant=53031311409483&amp;is_shop_owner=true

**[2026-05-01 09:49:46] admin/Nilou**

> Thank you Let me check please

**[2026-05-01 09:59:25] admin/Nilou**

> There was a slight conflict with the store's theme which prevented the widget's display. It's fixed now. Would you check and confirm everything is to your liking now?

**[2026-05-01 10:15:02] user/Ahmed Moussa**

> i still do not see this text:
>  Dit product wordt direct bij onze leverancier besteld en zo snel mogelijk naar je verzonden.

**[2026-05-01 10:16:28] admin/Nilou**

> This is my current view:
>  [Image] Can you please try hard refreshing your browser? Sometimes changes made to the website aren't always visible until you perform a hard refresh.
>  To hard refresh on Google Chrome on Windows, there are two ways you can do it:
>  1. Hold down Ctrl and click the Reload button.
> 2. Or Hold down Ctrl and press F5.
>  To do a hard refresh on Google Chrome on Mac, there are two ways that you can do it:
>  1. Hold down Shift and click the Reload button.
> 2. Or Hold down Command, Shift and click the ‘R’ key. ​

**[2026-05-01 10:27:13] user/Ahmed Moussa**

> thank you

**[2026-05-01 10:27:31] user/Ahmed Moussa**

> but i want the text above the upsell buttons

**[2026-05-01 10:27:46] admin/Nilou**

> You're most welcome! Let me change that placement for you

**[2026-05-01 10:28:07] user/Ahmed Moussa**

> also i have 2 add to cart buttons.
>  please use the text for the first add 2 cart button

**[2026-05-01 10:28:13] user/Ahmed Moussa**

> i noticed that you changed it

**[2026-05-01 10:29:15] admin/Nilou**

> Sorry I didn't understand that Is this text not correct?
>  [Image]

**[2026-05-01 10:31:13] admin/Nilou**

> Oh I see, you have 2 add to cart buttons One for the product and one for the bundle Would you like both of them changed to the Preorder button?

**[2026-05-01 10:37:33] user/Ahmed Moussa**

> yes

**[2026-05-01 10:38:07] user/Ahmed Moussa**

> the text should be below the first add to cart. so that it will be more clear to our customers

**[2026-05-01 10:38:40] admin/Nilou**

> [GIF]

**[2026-05-01 10:52:42] admin/Nilou**

> ✅All done Could you please check it now?

**[2026-05-01 11:02:31] user/Ahmed Moussa**

> can you send me a screenshot

**[2026-05-01 11:02:45] admin/Nilou**

> Yes!

**[2026-05-01 11:03:48] admin/Nilou**

> [Image]

**[2026-05-01 11:06:44] admin/Nilou**

> Is all to your liking on this product page?

**[2026-05-01 11:17:22] user/Ahmed Moussa**

> yes this is great thanks

**[2026-05-01 11:17:39] admin/Nilou**

> My pleasure! ^-^

**[2026-05-01 11:17:42] admin/Nilou**

> Anything else?

**[2026-05-01 11:17:49] 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.

**[2026-05-01 11:18:46] user/Ahmed Moussa**

> ofcourse

**[2026-05-01 11:18:56] admin/Nilou**

> Thankssss 😍
> 
>  If you were satisfied with the service we're providing here, Would you mind writing a review for us? ﻿​﻿﻿It will only take 2 tics. We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. ﻿And also it'll really make my day! ✨🥹
> 
>  You can leave a review on Shopify in seconds via the link below: ﻿​﻿﻿​﻿Notify me! | Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-05-01 11:19:30] admin/Nilou**

> I'd be truly grateful if you'd consider it It would mean a lot to us
>  [Image]

**[2026-05-02 08:41:29] user/Ahmed Moussa**

> for some reason, my clients can only pay with credit card. all the other payment methods are gone

**[2026-05-02 08:41:43] user/Ahmed Moussa**

> its only if i select the items that are on pre-order

**[2026-05-02 08:41:49] user/Ahmed Moussa**

> what could be the issue

**[2026-05-02 08:48:33] 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.

**[2026-05-02 08:49:42] admin/Mason**

> Hi Ahmed,
>  I hope you're doing well.
>  Nilou is on the weekend, so this is Mason here.

**[2026-05-02 08:50:36] admin/Mason**

> The issue is due to Shopify platform restrictions on payment methods for pre-orders. When a product is set as a pre-order, only certain payment methods are supported:
> 
>  - Only Shopify Payments and PayPal Express are compatible with pre-orders.
> - With Shopify Payments, customers can use credit/debit cards and other options available through Shopify Payments.
> - If PayPal Express is set up, customers can also use PayPal for pre-orders.
> - Other payment methods (such as Klarna, Stripe, Razorpay, or cash on delivery) are not supported for pre-orders and will not appear at checkout for these items.
>  This limitation is specific to pre-orders and does not affect regular product purchases.

**[2026-05-02 08:53:10] user/Ahmed Moussa**

> this is a problem to be honest

**[2026-05-02 08:53:27] user/Ahmed Moussa**

> my clients rely on IDEAL. which is a payment method in the netherlands

**[2026-05-02 08:57:15] admin/Mason**

> Yes, that's correct. However, this is a limitation on Shopify's side. You might find this article helpful for more information on the issue.
> 
>  https://help.shopify.com/en/manual/products/purchase-options/pre-orders
>  [Image]

**[2026-05-05 08:58:10] 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! 👋🏻

**[2026-05-05 08:58:11] bot/Luna**

> [Conversation Rating Request]

</details>
