---
conversation_id: "215474343860894"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474343860894?view=List"
shopify_domain: "apjjwy-x2.myshopify.com"
shopify_url: "https://apjjwy-x2.myshopify.com"
company_name: "Bling Baddies"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-05-18T08:22:39Z"
closed_at: "2026-05-18T09:03:26Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "Simplified Chinese"
region: "HKG"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "joshua lee"
customer_email: "bbhkshopify@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1133
seconds_to_first_admin_reply: 1133
seconds_from_start_to_review_ask: 2172
seconds_from_handoff_to_review_ask: 1039
seconds_from_first_reply_to_review_ask: 1039
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 55
customer_message_count: 23
admin_message_count_total: 23
note_count: 0
customer_word_count: 24
admin_word_count: 436
count_reopens: 1
count_assignments: 5
handling_time_seconds: 1343
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: null
intercom_cx_score: null
review_ticket_id: "215474351691945"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474351691945?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-18T18:22:15Z"
seconds_from_ask_to_review: 33804
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 215474343860894 — Bling Baddies ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474343860894?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474351691945?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://apjjwy-x2.myshopify.com)

## Overview
- **Merchant:** joshua lee — `bbhkshopify@gmail.com` (personal address on a free email provider)
- **Store:** apjjwy-x2.myshopify.com · 🌍 Hong Kong
- **App:** Subi
- **Channel:** customer_initiated · **Language:** Simplified Chinese

## Store profile
- **Shopify plan:** Grow
- **Currency:** HKD
- **Store created on Shopify:** 2025-04-07

## App usage — Subi
- **Subi plan:** Subi — $69.0/mo
- **Installed on:** 2025-12-13 09:28:39 UTC
- **Install to conversation start:** 5 months before this conversation
- **Uninstalled on:** 2026-05-19 09:25:05 UTC ⚠️

## Summary
Merchant Joshua Lee was charged for a subscription after uninstalling the app shortly after a trial period, during which they did not use the app. Agent Pearl confirmed the charge, issued a full refund to the original payment method, and canceled the merchant's subscription plan. The merchant was satisfied with the resolution and agreed to leave a review.

> "因为我很久没登陆后台，忽然看到有账单，但确实没有使用过这个应用"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-18 08:22:39 | +0s | — |
| Handed to human (Pearl) | 2026-05-18 08:41:32 | +18m 53s | +0s |
| First reply to customer | 2026-05-18 08:41:32 | +18m 53s | +0s |
| Review requested by Pearl | 2026-05-18 08:58:51 | +36m 12s | +17m 19s |
| Conversation closed | 2026-05-18 09:03:26 | +40m 47s | +21m 54s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-18 18:22:15 | +9h 59m | +9h 40m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Unexpected charge after trial/uninstall | The merchant was charged for a subscription after uninstalling the app post-trial and wanted to understand why and seek resolution. | yes |
| 2 | Billing | Subscription cancellation | The merchant asked to have their subscription plan canceled to avoid future charges. | yes |

## 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 greeted the merchant, attempted to gather details about the issue, and routed the conversation to a human agent after the merchant repeatedly requested live support.

## Review request
- **Asked:** Yes — +36m 12s after conversation start (+17m 19s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-18 18:22:15 UTC
- **Time from ask to review publish:** +9h 23m
- **Time from conversation start to publish:** +9h 59m
- **Match method:** `ok`
- **Shop name on review:** Bling Baddies
- **App listed on review:** Subi Subscriptions App

**Review text:**
> 客服能完美的解决我提出的需求，这点很重要，至少在绝大多数应用来讲，做的很棒

## Statistics
- **Messages:** 55 (23 customer, 23 admin)
- **Internal notes:** 0
- **Word count:** customer 24, admins 436
- **Total handling time (Intercom):** +22m 23s
- **Reopens:** 1
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ❌ missed

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

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent
- **Topics:** SB - Asked for review, Urgency 3

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** yes
- **Competitors mentioned:** —
- **External blockers:** —

## Full transcript
<details>
<summary>Click to expand — 55 messages</summary>

**[2026-05-18 08:22:39] user/joshua lee [source]**

> 你好

**[2026-05-18 08:22:45] bot/Luna [duplicate_conversation_note]**

> This could be a duplicate conversation.
>  This user has 1 other open or snoozed conversation(s) with activity in the last 10 hours:
>  -
>  215474343575435

**[2026-05-18 08:22:55] bot/Luna**

> 你好！我是Subi的AI助手Luna，很高兴为你服务！有什么我可以帮忙的吗？

**[2026-05-18 08:26:55] bot/Luna**

> 如果你还有其他问题或需要帮助，随时告诉我！你想继续聊聊你想解决的事情吗？

**[2026-05-18 08:35:27] user/joshua lee [open]**

> 人工

**[2026-05-18 08:35:31] bot/Luna**

> 你想让我帮你转接人工客服吗？如果你愿意，也可以继续告诉我你的问题，我会尽力帮你！

**[2026-05-18 08:35:37] user/joshua lee**

> 人工

**[2026-05-18 08:35:42] bot/Luna**

> 好的，我这就帮你转接给人工客服。为了让他们更快了解情况，能否先告诉我你需要帮助的具体内容？

**[2026-05-18 08:36:01] user/joshua lee**

> 人工客服，关于订阅问题

**[2026-05-18 08:36:11] bot/Luna**

> 让我们帮你联系团队。 ​ 请问，哪种选项最符合你今天联系我们的原因？

**[2026-05-18 08:36:19] user/joshua lee**

> 我有一个问题

**[2026-05-18 08:36:20] bot/Luna**

> 谢谢你，我已将你分配到团队。 ✋🏻 ​ 同时，你能否添加更多细节和示例？ （例如，截图和相关网址） 这将帮助我们的队友更快地理解和协助你。 ​ 另外，请帮助我们了解你作为AI代理接受我帮助的体验：

**[2026-05-18 08:36:20] bot/Luna**

> [Conversation Rating Request]

**[2026-05-18 08:36:20] bot/Luna [channel_and_reply_time_expectation]**

> 团队将就此事与您联系。我们通常的回复时间是 几小时。 您将在此处 (bbhkshopify@gmail.com) 收到回复。

**[2026-05-18 08:41:32] admin/Pearl**

> Hi there,
>  I hope you are doing well.
> 
>  This is Pearl from the Customer Care Team🙋‍♀️
>  Thank you for contacting us.

**[2026-05-18 08:41:40] admin/Pearl**

> How can I help you today?

**[2026-05-18 08:42:06] user/joshua lee**

> 这个订阅计划的部分，我不太清楚

**[2026-05-18 08:42:46] user/joshua lee**

> 因为当时试用了两三天之后，我确认是卸载了这个应用的，但是还是产生了扣费，并且这段时间内我们也没有使用这个

**[2026-05-18 08:42:53] user/joshua lee**

> 您看要怎么处理

**[2026-05-18 08:43:56] admin/Pearl**

> Thanks for the explanation.
>  I can see that the app is still installed.

**[2026-05-18 08:44:06] admin/Pearl**

> The reason for being charged after canceling the plan or removing the app is that when the billing cycle starts (after the trial), an invoice is created for you in your Shopify admin --&gt; Billing section.
> 
>  If you cancel an app's plan after the billing cycle has started, you will still be charged for the current billing cycle. App subscriptions are billed on an independent 30-day billing cycle, and charges are generated on the first day of the app's billing cycle. Even if you uninstall an app shortly after the trial, a charge will still appear on your bill. Shopify Article
> 
>  However, there's nothing to worry about! We will investigate this and issue a full refund if the app wasn't used. Rest assured, you're in good hands.

**[2026-05-18 08:44:53] user/joshua lee**

> 是的，因为我很久没登陆后台，忽然看到有账单，但确实没有使用过这个应用

**[2026-05-18 08:45:01] user/joshua lee**

> 那大概多久会有结果呢

**[2026-05-18 08:46:19] admin/Pearl**

> I am going to check your plan logs and payment history on my side right now. In the meantime, could you please provide me with a screenshot of the invoice you received?
> 
>  If the invoice is paid and has entered our system, I can issue a refund to the original payment method.

**[2026-05-18 08:47:17] user/joshua lee**

> 我这边能提供这样一个截图您看可以么

**[2026-05-18 08:47:24] user/joshua lee**

> [Image]

**[2026-05-18 08:47:42] admin/Pearl**

> Yes, thank you so much.
>  I will be with you shortly.

**[2026-05-18 08:48:19] user/joshua lee**

> 好的，这是Shopify的商店账单

**[2026-05-18 08:48:38] admin/Pearl**

> The refund has been made back to the original method of payment. You will also see this reflected on your financial statement in 3-10 business days, depending on how quickly your payment provider processes refunds.
>  [Image]

**[2026-05-18 08:48:54] admin/Pearl**

> Would you like me to downgrade your plan to avoid further charges?

**[2026-05-18 08:49:26] user/joshua lee**

> 是的，能帮我取消订阅吗

**[2026-05-18 08:49:56] admin/Pearl**

> Done. Your plan has been canceled✅

**[2026-05-18 08:50:06] admin/Pearl**

> Any thing else I can do to help?

**[2026-05-18 08:50:08] user/joshua lee**

> 好的，十分感谢您

**[2026-05-18 08:50:13] user/joshua lee**

> 没有其他问题了

**[2026-05-18 08:50:27] admin/Pearl**

> You are most welcome.
>  All right, feel free to reach out any time.

**[2026-05-18 08:50:32] admin/Pearl**

> I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-05-18 08:54:21] user/joshua lee**

> 好的

**[2026-05-18 08:54:35] user/joshua lee**

> 欸，不过为什么我看到当前计划还是有呢

**[2026-05-18 08:56:43] admin/Pearl**

> Since your plan was already started, it is scheduled to downgrade to free after the cycle has finished.

**[2026-05-18 08:56:48] user/joshua lee**

> [Image] 当前计划还是有呢

**[2026-05-18 08:56:54] admin/Pearl**

> Rest assured, you wont see any charges

**[2026-05-18 08:57:06] admin/Pearl**

> but you still have access to the plan

**[2026-05-18 08:57:25] admin/Pearl**

> Does that help clarify?

**[2026-05-18 08:57:46] user/joshua lee**

> 好的

**[2026-05-18 08:58:51] admin/Pearl**

> Great. And about the favor you kindly agreed to earlier, if I was able to help you today, can you consider writing a short review?

**[2026-05-18 08:59:04] user/joshua lee**

> 可以的

**[2026-05-18 08:59:15] admin/Pearl**

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

**[2026-05-18 09:01:17] user/joshua lee**

> 写完了，到时如果未收到款项我再和你联系

**[2026-05-18 09:02:03] admin/Pearl**

> Appreciate you for writing a review.
>  Can not wait to read it and I hope it was a 5 star✨

**[2026-05-18 09:02:13] admin/Pearl**

> Absolutely, we are always happy to help

**[2026-05-18 09:02:15] user/joshua lee**

> bye~

**[2026-05-18 09:02:34] admin/Pearl**

> Have a good day😊

**[2026-05-18 09:03:37] bot/Luna**

> 帮助 Pearl 了解他们的表现如何：

**[2026-05-18 09:03:38] bot/Luna**

> [Conversation Rating Request]

</details>
