---
conversation_id: "215474375971199"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474375971199?sidebar_tab=details&view=List"
shopify_domain: "8cb939.myshopify.com"
shopify_url: "https://8cb939.myshopify.com"
company_name: "Vip Make Up"
is_vip: true
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-20T11:12:42Z"
closed_at: "2026-05-23T13:41:10Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "Italian"
region: "Italy"
region_source: "company_country"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Rick"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Vip Makeup"
customer_email: "colore@vip-makeup.it"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 1922
seconds_to_first_admin_reply: 1922
seconds_from_start_to_review_ask: 2772
seconds_from_handoff_to_review_ask: 850
seconds_from_first_reply_to_review_ask: 850
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 62
customer_message_count: 24
admin_message_count_total: 31
note_count: 0
customer_word_count: 312
admin_word_count: 419
count_reopens: 2
count_assignments: 6
handling_time_seconds: 8516
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: "215474381685324"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474381685324?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-20T18:23:11Z"
seconds_from_ask_to_review: 23057
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 215474375971199 — Vip Make Up ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474375971199?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474381685324?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://8cb939.myshopify.com)

## Overview
- **Merchant:** Vip Makeup — `colore@vip-makeup.it` (personal business email (likely the founder or a named employee))
- **Store:** 8cb939.myshopify.com 💎 **VIP** · 🌍 Padua, Veneto, Italy
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** Italian

## Store profile
- **Shopify plan:** Grow
- **Currency:** EUR
- **Store created on Shopify:** 2023-08-01

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2025-11-17 13:18:40 UTC
- **Install to conversation start:** 6 months before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** EUR 229,522
- **Total orders through Discounty:** 3711

## Summary
Merchant Paolo from Vip Makeup needed help setting up tiered cart-based discounts and understanding why they weren't working as expected. The AI bot Luna correctly advised using a single Cart goal campaign with multiple tiers instead of three separate campaigns, and human agent Rick resolved a UI customization question about translating and styling the discount table, pointing Paolo to the 'Personalizzazione' tab. A perceived discount calculation bug was also clarified by Rick as expected behavior, since the app calculates discounts on the pre-discount cart value.

> "scusami ho detto una cosa stupida. Funziona tutto come dovrebbe. Ho fatto male i conti io"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-20 11:12:42 | +0s | — |
| Handed to human (Rick) | 2026-05-20 11:44:44 | +32m 2s | +0s |
| First reply to customer | 2026-05-20 11:44:44 | +32m 2s | +0s |
| Review requested by Rick | 2026-05-20 11:58:54 | +46m 12s | +14m 10s |
| Conversation closed | 2026-05-23 13:41:10 | +3d 2h | +3d 1h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-20 18:23:11 | +7h 10m | +6h 38m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Tiered cart discount configuration | The merchant wanted to know how to set up incremental cart discounts that apply a higher discount tier as the cart value increases. | yes |
| 2 | How-To / Setup | Discount widget design customization | The merchant asked how to translate and change the colors and styles of the discount table displayed on the product page. | yes |
| 3 | Technical Bug | Discount tier applying on post-discount total | The merchant believed the app was incorrectly applying a higher discount tier even though the post-discount cart total fell below the threshold. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna the AI bot provided guidance on using a single Cart goal campaign with multiple tiers instead of separate campaigns, and escalated the design customization question to a human agent.

## Review request
- **Asked:** Yes — +46m 12s after conversation start (+14m 10s after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-20 18:23:11 UTC
- **Time from ask to review publish:** +6h 24m
- **Time from conversation start to publish:** +7h 10m
- **Match method:** `ok`
- **Shop name on review:** Vip Make Up
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Sempre disponibili e professionali, inoltre l'app funziona davvero molto bene

## Statistics
- **Messages:** 62 (24 customer, 31 admin)
- **Internal notes:** 0
- **Word count:** customer 312, admins 419
- **Total handling time (Intercom):** +2h 21m
- **Reopens:** 2
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Rick)
- **Primary assignee:** Rick
- **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
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced initial confusion and product issues with discount campaigns, received detailed help from the AI Agent, and ultimately got clear, high-quality support from the teammate who resolved the main concerns.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** —

## Full transcript
<details>
<summary>Click to expand — 62 messages</summary>

**[2026-05-20 11:12:42] user/Vip Makeup [source]**

> buongiorno, devo creare degli sconti che variano in base al carrello. Ho creato 3 campagne diverse con 3 scontisitche diverse in denaro. ma il sistema non sembra funzionare correttamente

**[2026-05-20 11:13:13] bot/Luna**

> Ciao Vip, sono Luna, un’assistente AI. Posso aiutarti a risolvere questo problema e, se necessario, puoi chiedere di far intervenire un collaboratore umano.
>  Per assicurarmi di guidarti nel modo giusto: le tue 3 campagne sono campagne Cart goal (importi fissi diversi in base al valore minimo del carrello) e devono essere eseguite tutte insieme o una dopo l’altra?
>  Alcuni motivi comuni per cui “non funziona”:
>  - Se lo stesso prodotto è incluso in più campagne attive, verrà applicata solo quella avviata per prima (l’altra viene esclusa automaticamente).
> - Se vuoi più livelli di sconto uno dopo l’altro, imposta la fine di ogni campagna “appena prima” dell’inizio della successiva, lasciando un intervallo di 1-2 minuti per evitare sovrapposizioni.
>  Dimmi il tipo di campagna + se i prodotti si sovrappongono, e ti indico la configurazione giusta.
>  Sources: Getting started with Discounty How to create a Cart goal discount campaign in Discounty Frequently Asked Questions (FAQs) Tips to manage your Discounty campaigns effectively

**[2026-05-20 11:17:15] bot/Luna**

> Se hai bisogno di ulteriore aiuto per far funzionare correttamente le tue campagne di sconto, sono qui per supportarti. Vuoi dirmi di più su come hai configurato le campagne o su cosa stai cercando di ottenere?

**[2026-05-20 11:19:13] bot/Luna**

> Aiuta Luna a capire come sta lavorando:

**[2026-05-20 11:19:13] bot/Luna**

> [Conversation Rating Request]

**[2026-05-20 11:22:34] user/Vip Makeup [open]**

> le campagne devono coesistere, e man mano che il prezzo del carrello sale, viene applicata la fasca più alta di sconto

**[2026-05-20 11:22:55] bot/Luna**

> Per far convivere più livelli di sconto e passare automaticamente al livello più alto man mano che aumenta il valore del carrello, dovresti usare una sola campagna Cart goal con più fasce di sconto (non 3 campagne separate).
>  Passaggi:
>  1. Crea una singola campagna Cart goal.
> 2. Nella sezione Discount, aggiungi fasce come: €50+ = €10 off, €100+ = €25 off, €150+ = €40 off.
> 3. Assicurati che gli stessi prodotti siano inclusi in quella campagna, perché solo i prodotti selezionati contano per il valore minimo del carrello e ricevono lo sconto.
>  Extra: non c’è alcun limite massimo, quindi una volta che il cliente raggiunge la fascia più alta, quello sconto continua ad applicarsi anche se spende di più.
>  Controllo veloce per non andare a intuito: le tue 3 campagne sono tutte Cart goal, oppure alcune sono campagne Quantity discount o codici sconto?
>  Source: How to create a Cart goal discount campaign in Discounty

**[2026-05-20 11:26:56] bot/Luna**

> Se hai bisogno di ulteriore supporto per configurare correttamente la tua campagna Cart goal, sono qui per aiutarti! Vuoi spiegarmi meglio quali tipi di campagne stai usando o quali risultati desideri ottenere?

**[2026-05-20 11:28:55] bot/Luna**

> Aiuta Luna a capire come sta lavorando:

**[2026-05-20 11:28:55] bot/Luna**

> [Conversation Rating Request]

**[2026-05-20 11:42:59] user/Vip Makeup [open]**

> come faccio a cambiare graficamente le visualizzazioni sopra agli sconti sui prodotti?

**[2026-05-20 11:43:06] bot/Luna**

> Ti sto passando a qualcuno del nostro team che potrà aiutarti direttamente; nel frattempo, se vuoi, puoi dirmi qualche dettaglio in più su cosa vorresti modificare nella visualizzazione degli sconti, così potranno assisterti al meglio.

**[2026-05-20 11:43:40] bot/Luna**

> Ti mettiamo in contatto con il team. ​ Quale opzione si adatta meglio al motivo per cui ci contatti oggi?

**[2026-05-20 11:44:31] user/Vip Makeup**

> Ho una domanda

**[2026-05-20 11:44:32] bot/Luna**

> Grazie, ti ho assegnato al team. ✋🏻 ​ Nel frattempo, potresti aggiungere altri dettagli ed esempi? (ad esempio, screenshot e URL rilevanti) Aiuterà i nostri colleghi a capire e assisterti più rapidamente. ​ Per favore aiutaci anche a capire la tua esperienza con il mio aiuto come agente AI:

**[2026-05-20 11:44:32] bot/Luna**

> [Conversation Rating Request]

**[2026-05-20 11:44:33] bot/Luna [channel_and_reply_time_expectation]**

> Il team ti contatterà in merito alla tua richiesta. Il nostro tempo di risposta abituale è di poche ore. Riceverai le risposte qui e all'indirizzo colore@vip-makeup.it.

**[2026-05-20 11:44:44] admin/Rick**

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

**[2026-05-20 11:45:01] user/Vip Makeup**

> Ciao RIck! Piacere di conoscerti! sono Paolo

**[2026-05-20 11:45:27] user/Vip Makeup**

> Ho 2 problemi da risolvere con gli sconti incrementali sul carrello.

**[2026-05-20 11:45:28] admin/Rick**

> Nice to meet you too, Paolo!
>  How can I help you? 😊

**[2026-05-20 11:46:29] user/Vip Makeup**

> [Image] io ho inserito questi parametri per gli sconti, ma credo che vadano in contrasto con altri sconti presenti nel sito

**[2026-05-20 11:47:49] user/Vip Makeup**

> infatti se io applico un codice sconto nella parte del checkout, l'importo diminuisce ma lo sconto resta attiva

**[2026-05-20 11:49:21] admin/Rick**

> I didn't quite understand,
>  So you mean when you apply a code at the checkout, it combines with the discount applied by Discounty, and you don't want that?

**[2026-05-20 11:49:44] user/Vip Makeup**

> devo farti un esempio per capire meglio

**[2026-05-20 11:50:11] admin/Rick**

> Sure, that would be great.

**[2026-05-20 11:50:39] user/Vip Makeup**

> sul carrello ho un totale di 94,50. la fascia di sconto è 65€ --&gt;12 euro di sconto

**[2026-05-20 11:51:30] user/Vip Makeup**

> scusami ho detto una cosa stupida. Funziona tutto come dovrebbe. Ho fatto male i conti io

**[2026-05-20 11:51:51] admin/Rick**

> Ah, no worries at all! happens to the best of us 😉

**[2026-05-20 11:52:04] admin/Rick**

> I'm glad it's all sorted out.
>  Is there anything else I can assist you with at the moment?

**[2026-05-20 11:52:25] user/Vip Makeup**

> l'altra mia domanda è realativa al design

**[2026-05-20 11:53:10] user/Vip Makeup**

> [Image] come posso tradurre questa tabella, e inoltre posso cambiare colori e stili??

**[2026-05-20 11:54:36] admin/Rick**

> You have some options to change the wording and some style details under the 'Personalizzazione' tab.
>  Would you please take a look there, see if that's what you were looking for? 😊

**[2026-05-20 11:54:55] user/Vip Makeup**

> si! è proprio lì! grazie mille

**[2026-05-20 11:54:59] admin/Rick**

> [Image]

**[2026-05-20 11:55:05] admin/Rick**

> My absolute pleasure, my friend 😇 You're more than welcome!

**[2026-05-20 11:55:17] admin/Rick**

> Is there anything else I can assist you with at the moment, Paolo?

**[2026-05-20 11:55:36] admin/Rick**

> 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.

**[2026-05-20 11:57:59] admin/Rick**

> Are we still connected, Paolo?

**[2026-05-20 11:58:35] user/Vip Makeup**

> si

**[2026-05-20 11:58:54] admin/Rick**

> Thanksss 😍
> 
>  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:
>  Discounty Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-05-20 11:59:33] user/Vip Makeup**

> [Image] C'è un'altra cosa, in effetti in questo esempio il sistema ha sbagliato

**[2026-05-20 12:00:00] user/Vip Makeup**

> perchè lo sconto nel carrello deve essere applicato al prezzo del carrello finale

**[2026-05-20 12:03:15] admin/Rick**

> I didn't understand your question,
>  Three different discounts are being applied in the screenshot you sent, and only the one in the middle is coming from Discounty:
>  [Image]

**[2026-05-20 12:04:07] user/Vip Makeup**

> il primo è un prodotto omaggio e non è di discoutny

**[2026-05-20 12:05:06] user/Vip Makeup**

> i secondo è di discounty, divide il valore di 20 euro per il numero di prodotti, il terzo è un codice sconto ( beauty che toglie il 25% dal carrello )

**[2026-05-20 12:06:06] user/Vip Makeup**

> però come vedi, il totale è inferiore a 100 euro ma continua ad essere presente lo sconto di 20 euro che dovrebbe essere applicato solo ad ordini superiori ai 100 euro

**[2026-05-20 12:06:31] user/Vip Makeup**

> lo sconto corretto da applicare dovrebbe essere di 12 euro per la fascia 65+

**[2026-05-20 12:07:31] admin/Rick**

> Ah, I understand what you're talkig about now.
>  It's not actually a fault in the system; Let me explain ..

**[2026-05-20 12:10:55] admin/Rick**

> As you can see, the total of this particular product, before discount, is 113.40 euros.

**[2026-05-20 12:11:13] admin/Rick**

> That's the amount that the app considers, not the total after applying the discount!

**[2026-05-20 12:11:53] admin/Rick**

> Questo messaggio è stato eliminato

**[2026-05-20 12:12:02] admin/Rick**

> So the app sees that the customer is purchasing 6 units of the product, which equals 113.40.
>  It's over 100, so it applied the discount accordingly.

**[2026-05-20 12:12:34] admin/Rick**

> Makes sense?

**[2026-05-20 12:19:02] admin/Rick**

> Are we still connected, Paolo?

**[2026-05-20 13:33:56] user/Vip Makeup**

> ciao Rick

**[2026-05-20 13:34:02] user/Vip Makeup**

> scusami ma ho dovuto assentarmi

**[2026-05-20 13:34:06] user/Vip Makeup**

> sì è corretto

**[2026-05-20 13:40:17] admin/Rick**

> No worries at all 😊

**[2026-05-20 13:41:04] admin/Rick**

> Great! Hope this cleared out the details for you.
>  Anything else I can help you with at the moment?
> 
>  Also, did you have a chance to review the favor I mentioned above? 🥹

**[2026-05-23 13:41:09] 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! 👋🏻

**[2026-05-23 13:41:10] bot/Luna**

> [Conversation Rating Request]

</details>
