---
conversation_id: "215474359071037"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474359071037?view=List"
shopify_domain: "0fdfda-61.myshopify.com"
shopify_url: "https://0fdfda-61.myshopify.com"
company_name: "Van Voyage Designs"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-19T09:36:02Z"
closed_at: "2026-05-19T11:29:30Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "UK"
region_source: "company_country"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Mason", "Melissa"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Alex Evans"
customer_email: "vanvoyagedesigns@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 955
seconds_to_first_admin_reply: 5087
seconds_from_start_to_review_ask: 6593
seconds_from_handoff_to_review_ask: 5638
seconds_from_first_reply_to_review_ask: 1506
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 64
customer_message_count: 23
admin_message_count_total: 38
note_count: 2
customer_word_count: 167
admin_word_count: 321
count_reopens: 2
count_assignments: 7
handling_time_seconds: 1730
sla_name: "Paid Chats First 5min"
sla_status: "missed"
fin_participated: true
fin_resolution_state: "Escalated"
fin_source_workflow: "All Apps - Chat - Let Fin answer first"
intercom_in_chat_rating: 5
intercom_cx_score: null
review_ticket_id: "215474366424304"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474366424304?view=List"
review_rating: 5
review_posted_at: "2026-05-19T18:22:25Z"
seconds_from_ask_to_review: 24990
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 215474359071037 — Van Voyage Designs ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474359071037?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474366424304?view=List)  ·  🔗 [Visit Shopify store](https://0fdfda-61.myshopify.com)

## Overview
- **Merchant:** Alex Evans — `vanvoyagedesigns@gmail.com` (personal address on a free email provider)
- **Store:** 0fdfda-61.myshopify.com · 🌍 Bath, England, United Kingdom
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** GBP
- **Store created on Shopify:** 2024-04-18
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-04-05 12:38:12 UTC
- **Install to conversation start:** 1 month before this conversation
- **Uninstalled on:** 2026-04-05 12:35:03 UTC ⚠️
- **Active:** Yes
- **Sales revenue through Discounty:** GBP 4,562
- **Total orders through Discounty:** 78

## Summary
Merchant Alex Evans could not get the bulk/quantity price discount widget to display on a newly switched theme. Agent Mason fixed the widget's location on the page and also repositioned it relative to product variants per the merchant's preference. A secondary feature request about dynamic unit price updates on quantity change was raised but confirmed as not currently supported.

> "yes they were working on an old theme template but now not working on my new one"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-19 09:36:02 | +0s | — |
| Handed to human (Mason) | 2026-05-19 09:51:57 | +15m 55s | +0s |
| First reply to customer | 2026-05-19 11:00:49 | +1h 24m | +1h 8m |
| Review requested by Mason | 2026-05-19 11:25:55 | +1h 49m | +1h 33m |
| Conversation closed | 2026-05-19 11:29:30 | +1h 53m | +1h 37m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-19 18:22:25 | +8h 46m | +8h 30m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Widget not showing on new theme | The merchant asked why the quantity discount widget was not displaying on their new theme even though it was enabled. | yes |
| 2 | How-To / Setup | Widget placement / ordering | The merchant wanted the variant selectors to appear above the discount table on the product page. | yes |
| 3 | Feature Request | Dynamic unit price update on quantity change | The merchant asked whether the displayed unit price could update dynamically when a customer changes the quantity on the product page. | no |

## 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 gathered initial context from the merchant and assigned the conversation to the human support team, but did not resolve any technical issues itself.

## Review request
- **Asked:** Yes — +1h 49m after conversation start (+1h 33m after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-19 18:22:25 UTC
- **Time from ask to review publish:** +6h 56m
- **Time from conversation start to publish:** +8h 46m
- **Match method:** `ok`
- **Shop name on review:** Van Voyage Designs
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Had a small issue with one of the widgets but Mason was extremely quick to sort this with me on the live chat and my website was back to normal within minutes! Great customer service!

## Statistics
- **Messages:** 64 (23 customer, 38 admin)
- **Internal notes:** 2
- **Word count:** customer 167, admins 321
- **Total handling time (Intercom):** +28m 50s
- **Reopens:** 2
- **Assignments:** 7
- **SLA:** Paid Chats First 5min — ❌ missed

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

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Dynamic unit price update on product page when quantity changes is not currently supported

## Full transcript
<details>
<summary>Click to expand — 64 messages</summary>

**[2026-05-19 09:36:02] user/Alex Evans [source]**

> hi i cant get the bulk price discount widget to show on my product page

**[2026-05-19 09:36:14] bot/Luna**

> I'll connect you with someone from our team who can help with this. Meanwhile, could you share any additional details about your setup or what you've tried so far? This will help them assist you more efficiently.

**[2026-05-19 09:36:49] bot/Luna**

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

**[2026-05-19 09:51:59] admin/Melissa [note]**

> ⚠️ Auto-closed due to inactivity in an important inbox. Reopened by workflow.

**[2026-05-19 10:54:40] user/Alex Evans**

> I have an issue that's slowing me down

**[2026-05-19 10:54:41] bot/Luna**

> Thank you, 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:

**[2026-05-19 10:54:41] bot/Luna**

> [Conversation Rating Request]

**[2026-05-19 10:54:42] 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 vanvoyagedesigns@gmail.com.

**[2026-05-19 11:00:49] admin/Mason**

> Hi Alex,
>  I hope you're doing well.
>  This is Mason from the Customer Care Team.

**[2026-05-19 11:00:57] admin/Mason**

> Let me check your store.

**[2026-05-19 11:01:01] user/Alex Evans**

> thank you

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

> I will get back to you shortly.

**[2026-05-19 11:03:10] admin/Mason**

> Do you mean the quantity discount widget?
>  [Image]

**[2026-05-19 11:03:43] user/Alex Evans**

> yes they were working on an old theme template but now not working on my new one

**[2026-05-19 11:03:50] user/Alex Evans**

> even though the widget is turned on

**[2026-05-19 11:04:14] admin/Mason**

> I see, I will check it now.

**[2026-05-19 11:09:15] admin/Mason**

> Could you please check it now?

**[2026-05-19 11:10:15] user/Alex Evans**

> thats perfect what was i doing wrong?

**[2026-05-19 11:10:45] user/Alex Evans**

> ideally id like the variants above the discounts table

**[2026-05-19 11:11:18] admin/Mason**

> There was no particular problem, it was just necessary to change the widget's location from our side.

**[2026-05-19 11:11:28] admin/Mason**

> Sure thing, I will do it now.

**[2026-05-19 11:12:40] admin/Mason**

> Is it good now?
>  [Image]

**[2026-05-19 11:13:25] user/Alex Evans**

> no id like it so its
>  Price QTY Fixing Type Colour
>  Then the price discount table

**[2026-05-19 11:13:27] user/Alex Evans**

> if possible :)

**[2026-05-19 11:15:49] admin/Mason**

> Actually, it was there :)
>  [Image]

**[2026-05-19 11:15:56] admin/Mason**

> Do you mean like this?

**[2026-05-19 11:16:28] user/Alex Evans**

> yes like that please

**[2026-05-19 11:16:54] admin/Mason**

> I made that change. Could you please refresh your browser and check it again?

**[2026-05-19 11:17:51] user/Alex Evans**

> [Image]

**[2026-05-19 11:17:59] user/Alex Evans**

> its still showing above the colour variant

**[2026-05-19 11:18:22] admin/Mason**

> Could you please share the product link that you are checking?

**[2026-05-19 11:18:39] user/Alex Evans**

> https://vanvoyagedesigns.co.uk/products/blink-outdoor-2-van-camera-mount

**[2026-05-19 11:18:45] admin/Mason**

> Thanks.

**[2026-05-19 11:20:12] user/Alex Evans**

> perfect now :)

**[2026-05-19 11:20:19] admin/Mason**

> It is fixed now. Could you please take a moment and check it?

**[2026-05-19 11:20:34] admin/Mason**

> Great then☺️

**[2026-05-19 11:20:42] admin/Mason**

> Is there anything else I can help you with?

**[2026-05-19 11:21:25] user/Alex Evans**

> im not sure if this is something you can do. but it shows the price above. when the user click the plus arrow on the quantity, is it possible for it to show the updated unit price?

**[2026-05-19 11:24:27] admin/Mason**

> At the moment, we unfortunately don’t support dynamic price updates directly on the product page when the quantity changes.

**[2026-05-19 11:24:34] admin/Mason**

> However, our team is currently exploring this functionality to see if it can be added in a future update

**[2026-05-19 11:25:04] admin/Mason**

> That said, the discounted prices are still correctly updated and displayed in the cart and at checkout, so customers will see the new pricing before completing their purchase

**[2026-05-19 11:25:29] user/Alex Evans**

> yeah thats fine thanks. i thought i would ask :)

**[2026-05-19 11:25:32] user/Alex Evans**

> thanks for your help

**[2026-05-19 11:25:40] admin/Mason**

> You're most welcome.

**[2026-05-19 11:25:47] admin/Mason**

> Anything else i can help you with?

**[2026-05-19 11:25:55] user/Alex Evans**

> no thanks :)

**[2026-05-19 11:25:55] admin/Mason**

> Also, 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! 🍒😍

**[2026-05-19 11:26:02] admin/Mason**

> [GIF]

**[2026-05-19 11:26:09] admin/Mason [note]**

> You can write it here: Discounty Review Link

**[2026-05-19 11:26:23] user/Alex Evans**

> of course

**[2026-05-19 11:26:28] admin/Mason**

> Thanks so much!

**[2026-05-19 11:26:29] admin/Mason**

> You can write it here: Discounty Review Link

**[2026-05-19 11:27:38] user/Alex Evans**

> all done :)

**[2026-05-19 11:27:51] admin/Mason**

> [GIF]

**[2026-05-19 11:28:10] admin/Mason**

> Thanks a ton for your kindness.

**[2026-05-19 11:28:34] user/Alex Evans**

> not a problem at all :)

**[2026-05-19 11:28:38] admin/Mason**

> If you’re all set for now, I will go ahead and close this ticket on my end. Please know that any reply from you will reopen it right where we left off. I’m here to help you succeed with your account, so don’t hesitate to reach out with any questions you may have.

**[2026-05-19 11:28:56] user/Alex Evans**

> thanks!

**[2026-05-19 11:29:08] admin/Mason**

> You're welcome.

**[2026-05-19 11:29:09] admin/Mason**

> Have a great day!

**[2026-05-19 11:29:16] admin/Mason**

> [GIF]

**[2026-05-19 11:29:22] user/Alex Evans [open]**

> [GIF]

**[2026-05-19 11:29:41] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-05-19 11:29:42] bot/Luna**

> [Conversation Rating Request]

</details>
