---
conversation_id: "215474236771032"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474236771032?view=List"
shopify_domain: "wfquzv-ub.myshopify.com"
shopify_url: "https://wfquzv-ub.myshopify.com"
company_name: "Beauty Allure Ltd"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-05-09T13:26:14Z"
closed_at: "2026-05-13T12:53:06Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GBR"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Mason"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Divine Ngalu"
customer_email: "admin@beautyalluresalon.co.uk"
contact_email_type: "team_mailbox"
contact_email_role_hint: "admin"
seconds_to_human_handoff: 3879
seconds_to_first_admin_reply: 3948
seconds_from_start_to_review_ask: 5213
seconds_from_handoff_to_review_ask: 1334
seconds_from_first_reply_to_review_ask: 1265
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 67
customer_message_count: 19
admin_message_count_total: 32
note_count: 1
customer_word_count: 178
admin_word_count: 442
count_reopens: 3
count_assignments: 5
handling_time_seconds: 13758
sla_name: "Free Chats First 15min"
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: 4
review_ticket_id: "215474239116533"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474239116533?view=List"
review_rating: 5
review_posted_at: "2026-05-09T18:21:21Z"
seconds_from_ask_to_review: 12494
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 215474236771032 — Beauty Allure Ltd ⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474236771032?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474239116533?view=List)  ·  🔗 [Visit Shopify store](https://wfquzv-ub.myshopify.com)

## Overview
- **Merchant:** Divine Ngalu — `admin@beautyalluresalon.co.uk` (team mailbox (`admin@…` — a shared inbox, not a single person))
- **Store:** wfquzv-ub.myshopify.com · 🌍 Glasgow, Scotland, United Kingdom
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** GBP
- **Store created on Shopify:** 2026-04-18

## App usage — Subi
- **Subi plan:** Free
- **Installed on:** 2026-05-09 09:56:54 UTC
- **Install to conversation start:** 3h 29m before this conversation

## Summary
Merchant Divine Ngalu needed help configuring subscription and one-time purchase options for different product variants in the Subi app. The AI bot Luna handled initial how-to questions but could not resolve the merchant's specific need for a 'one-time purchase only' variant option, leading to escalation. Human agent Mason resolved the issue by visually demonstrating how to select specific variants within a plan using a GIF.

> "I am looking for the option to have one variant as both subscription and one time purchase and another variant as one time purchase only"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-09 13:26:14 | +0s | — |
| Handed to human (Mason) | 2026-05-09 14:30:53 | +1h 4m | +0s |
| First reply to customer | 2026-05-09 14:32:02 | +1h 5m | +1m 9s |
| Review requested by Mason | 2026-05-09 14:53:07 | +1h 26m | +22m 14s |
| Conversation closed | 2026-05-13 12:53:06 | +3d 23h | +3d 22h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-09 18:21:21 | +4h 55m | +3h 50m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Subscription-only product setup | Merchant wanted to remove the one-time purchase option and make a product subscription-only. | yes |
| 2 | How-To / Setup | Different prices for one-time vs subscription | Merchant asked how to set a different price for one-time purchase versus subscription. | yes |
| 3 | How-To / Setup | Per-variant purchase type configuration | Merchant wanted some variants to offer both subscription and one-time purchase while other variants are one-time purchase only. | yes |
| 4 | Technical Bug | Missing one-time purchase only option | Merchant reported there is no visible option in the app to set a variant as one-time purchase only. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna answered initial how-to questions about subscription setup and pricing, but could not explain how to configure one-time-purchase-only variants and escalated the merchant to a human agent.

## Review request
- **Asked:** Yes — +1h 26m after conversation start (+22m 14s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-09 18:21:21 UTC
- **Time from ask to review publish:** +3h 28m
- **Time from conversation start to publish:** +4h 55m
- **Match method:** `ok`
- **Shop name on review:** Beauty Allure Ltd
- **App listed on review:** Subi Subscriptions App

**Review text:** *(empty — merchant only gave a star rating, no written feedback)*

## Statistics
- **Messages:** 67 (19 customer, 32 admin)
- **Internal notes:** 1
- **Word count:** customer 178, admins 442
- **Total handling time (Intercom):** +3h 49m
- **Reopens:** 3
- **Assignments:** 5
- **SLA:** Free Chats First 15min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer initially interacted with the AI Agent for subscription and purchase options but escalated due to a product limitation. The teammate provided clear guidance and visual aid, leading to resolution and positive customer engagement.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - No visible in-app option to set a variant as one-time purchase only without a subscription plan attached

## Full transcript
<details>
<summary>Click to expand — 67 messages</summary>

**[2026-05-09 13:26:14] user/Divine Ngalu [source]**

> Hey

**[2026-05-09 13:26:41] user/Divine Ngalu**

> How can I remove the option for one time purchase? I want subscription only option for customers

**[2026-05-09 13:26:56] bot/Luna**

> Hi Divine - I’m Luna, an AI assistant. You can remove the one time purchase option and make a product subscription only by changing the plan’s purchase type in Subi.
>  Steps:
>  1. Open Subi in your Shopify admin.
> 2. Go to Plans and select the plan you want to edit.
> 3. In Purchase type, choose Subscription (instead of “Both”).
> 4. Click Save.
>  After that, customers will only see the subscription option at checkout.
>  Source: How do I remove the one-time purchase option to offer only subscriptions or memberships?

**[2026-05-09 13:26:56] bot/Luna**

> Is that what you were looking for?

**[2026-05-09 13:30:57] bot/Luna**

> If you need any more help with setting up your subscription options, I’m here to assist! Would you like to share more about what you’re trying to achieve or any other questions you have?

**[2026-05-09 13:32:56] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-09 13:32:56] bot/Luna**

> [Conversation Rating Request]

**[2026-05-09 14:09:19] user/Divine Ngalu [open]**

> how can I make my one time purchase a different price from my subscription price?

**[2026-05-09 14:09:26] bot/Luna**

> You can’t set a separate one-time purchase price that’s different from the subscription price, because the one-time purchase price is simply the product’s Shopify price.
>  So if you change the Shopify product price to make one-time higher or lower, it will also change the price for any active subscriptions linked to that product.
>  What you can do is set a different subscription price by editing the selling plan and using a discount or a flat rate (so the subscription price differs from the Shopify product price).
>  [Image] Source: What features can I use in a Subi selling plan?

**[2026-05-09 14:09:26] bot/Luna**

> Did that answer your question?

**[2026-05-09 14:13:05] user/Divine Ngalu**

> give me step by step to do this

**[2026-05-09 14:13:15] bot/Luna**

> You can’t set a separate one-time purchase price, but you can make the subscription price different by using a discount or a flat rate in the selling plan.
>  Steps:
>  1. In Subi, go to Subscription Plans.
> 2. Select the plan you want to edit (or create a new one).
> 3. Click Add/Edit Selling Plan.
> 4. Choose the order frequency.
> 5. Turn on Offer Discount or Flat Rate.
> 6. Set the discount (percentage or fixed amount) or set a flat rate price, then click Done and Save.
>  Extra: The one-time purchase price will always match the Shopify product price, and changing it affects any active subscriptions too.
>  [Image] Sources: What features can I use in a Subi selling plan? How do I adjust the price or discount after a specific number of subscription payments?

**[2026-05-09 14:13:15] bot/Luna**

> Is that what you were looking for?

**[2026-05-09 14:17:17] bot/Luna**

> If you still need help adjusting your subscription pricing or have any other questions, I’m here to assist! Would you like to provide more details about what you’re trying to set up?

**[2026-05-09 14:19:16] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-09 14:19:16] bot/Luna**

> [Conversation Rating Request]

**[2026-05-09 14:20:40] user/Divine Ngalu [open]**

> What if I want some variants of my service to have a one time purchase and a subscription option and some of them to only be subcription

**[2026-05-09 14:20:52] bot/Luna**

> Yes, you can do that by setting up separate plans per variant, and choosing a different purchase type for each plan.
>  Steps:
>  1. In Shopify, make sure each variant exists on the product (e.g., Variant A, Variant B).
> 2. In Subi, go to Plans and create a separate subscription plan for each variant you want to sell on a recurring basis.
> 3. For variants that should be subscription only: open that plan → set Purchase type to Subscription → Save.
> 4. For variants that should offer both: open that plan → set Purchase type to Both → Save.
>  Extra: Each variant has its own Shopify ID, so plans don’t automatically apply across variants unless you set them up separately.
>  Source: How do I remove the one-time purchase option to offer only subscriptions or memberships?

**[2026-05-09 14:20:52] bot/Luna**

> Did that answer your question?

**[2026-05-09 14:23:10] user/Divine Ngalu**

> What if I actually want some variants to be subscription and one time purchase and some to be one time purchase only

**[2026-05-09 14:23:20] bot/Luna**

> Yes, you can do that by setting up separate plans per variant, and choosing a different purchase type for each plan.
>  Steps:
>  1. In Shopify, make sure each variant exists on the product (Variant A, Variant B, etc.).
> 2. In Subi, go to Plans and create a separate subscription plan for each variant you want to sell on a recurring basis.
> 3. For variants that should be subscription + one time: open that plan → set Purchase type to Both → Save.
> 4. For variants that should be one time only: open that plan → set Purchase type to Subscription → Save (this removes one time from the widget).
>  Extra: Each variant has its own Shopify ID, so plans don’t automatically apply across variants unless you set them up separately.
>  Source: How do I remove the one-time purchase option to offer only subscriptions or memberships?

**[2026-05-09 14:23:20] bot/Luna**

> Is that what you were looking for?

**[2026-05-09 14:27:05] user/Divine Ngalu**

> there is no option for one time purchase only

**[2026-05-09 14:27:09] bot/Luna**

> Thanks for sharing that! It sounds like you’re still blocked on setting up one-time purchase only variants. Would you like me to connect you with a human agent? Or if you want, you can provide more details and I’ll keep helping you!

**[2026-05-09 14:27:24] user/Divine Ngalu**

> yes human

**[2026-05-09 14:27:29] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share any additional details about your setup or issue? This will help them assist you more efficiently.

**[2026-05-09 14:28:02] bot/Luna**

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

**[2026-05-09 14:28:25] user/Divine Ngalu**

> I have an issue that's slowing me down

**[2026-05-09 14:28:26] 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:

**[2026-05-09 14:28:26] bot/Luna**

> [Conversation Rating Request]

**[2026-05-09 14:28:27] 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 admin@beautyalluresalon.co.uk.

**[2026-05-09 14:28:53] user/Divine Ngalu**

> okay, I need urgent help

**[2026-05-09 14:32:02] admin/Mason**

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

**[2026-05-09 14:32:26] admin/Mason**

> Let me take a look at your panel. I will get back to you shortly.

**[2026-05-09 14:33:12] user/Divine Ngalu**

> Hey Mason, thank you

**[2026-05-09 14:33:25] admin/Mason**

> You need to set this section to subscription only:
>  [Image]

**[2026-05-09 14:34:17] user/Divine Ngalu**

> I am looking for the option to have one variant as both subscription and one time purchase and another variant as one time purchase only

**[2026-05-09 14:36:53] admin/Mason**

> In this section, please select only the variants for which you want both options to be available. If you prefer a variant to be a one-time purchase only, there is no need to select it here.
>  [Image]

**[2026-05-09 14:38:08] user/Divine Ngalu**

> I'm not sure how to get to that page

**[2026-05-09 14:39:22] admin/Mason**

> Let me send you a GIF.

**[2026-05-09 14:39:52] user/Divine Ngalu**

> thank you

**[2026-05-09 14:40:24] admin/Mason**

> Could you please take a look at this GIF?
>  [Image]

**[2026-05-09 14:44:01] user/Divine Ngalu**

> thank you very much

**[2026-05-09 14:44:14] admin/Mason**

> You're most welcome :)

**[2026-05-09 14:44:24] admin/Mason**

> is there anything else I can help you with?

**[2026-05-09 14:51:02] admin/Mason**

> Are we still connected?

**[2026-05-09 14:52:28] user/Divine Ngalu**

> I think that is all for now

**[2026-05-09 14:52:59] admin/Mason**

> Okay, great then.

**[2026-05-09 14:53:01] admin/Mason**

> Feel free to let me know whenever you have any questions or concerns.

**[2026-05-09 14:53:07] 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! 🍒😍

**[2026-05-09 14:53:13] admin/Mason**

> [GIF]

**[2026-05-09 14:53:15] admin/Mason [note]**

> You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-05-09 14:53:38] user/Divine Ngalu**

> of course, no worries

**[2026-05-09 14:53:44] admin/Mason**

> Thanks sooo much!

**[2026-05-09 14:53:45] admin/Mason**

> You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-05-09 14:55:00] admin/Mason**

> Dear Divine, 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?

**[2026-05-09 14:55:12] admin/Mason**

> That would mean a lot to me.😊

**[2026-05-09 14:55:42] user/Divine Ngalu**

> Yeah no worries, writing it just now

**[2026-05-09 14:58:52] admin/Mason**

> [GIF]

**[2026-05-09 15:00:51] user/Divine Ngalu**

> Done 😊

**[2026-05-09 15:01:13] admin/Mason**

> Thanks a ton for your kindness!

**[2026-05-09 15:01:27] admin/Mason**

> Is that a 5-star?🫣

**[2026-05-09 15:06:07] admin/Mason**

> Dear Divine,
> 
>  It sounds like you’re all set for now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off. I'm here to set you up for success in your account, so please don’t hesitate to direct all of your questions my way.

**[2026-05-09 15:06:23] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-05-09 15:06:23] bot/Luna**

> [Conversation Rating Request]

**[2026-05-09 18:29:45] admin/Mason**

> Hi Divine,
>  I just saw your review, thank you so much for taking the time to share it, I truly appreciate it 😊
>  I noticed it came through as 4 stars, so I wanted to check in personally. If there’s anything that didn’t feel perfect or could’ve been better, I’d really love the chance to improve that for you.
> 
>  If you feel like we’re not quite at a 5-star experience yet, that’s totally fair. You can always update or even remove the review for now, and revisit it later if we get there together.
>  Thanks again for your support, it really means a lot 🙏
>  Best,
>  Mason

**[2026-05-11 11:37:17] admin/Mason**

> Hi Divine,
>  I hope you're doing well.
> 
>  It looks like you're busy as I haven't heard from you in a while.
>  Here's a quick check-in to see if my previous message has reached you🥺
> 
>  I look forward to hearing back from you.
>  Kind regards,

</details>
