---
conversation_id: "215474000644020"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474000644020?sidebar_tab=details&view=List"
shopify_domain: "sunbear-3621.myshopify.com"
shopify_url: "https://sunbear-3621.myshopify.com"
company_name: "Sunbear"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-04-21T05:14:43Z"
closed_at: "2026-04-21T05:52:39Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Rick"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Trashawn Price"
customer_email: "support@sunbear.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "support"
seconds_to_human_handoff: 1059
seconds_to_first_admin_reply: 1059
seconds_from_start_to_review_ask: 1756
seconds_from_handoff_to_review_ask: 697
seconds_from_first_reply_to_review_ask: 697
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 46
customer_message_count: 14
admin_message_count_total: 25
note_count: 0
customer_word_count: 87
admin_word_count: 474
count_reopens: 0
count_assignments: 5
handling_time_seconds: 1227
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: 5
review_ticket_id: "215474002853056"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474002853056?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-21T10:21:20Z"
seconds_from_ask_to_review: 16641
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 215474000644020 — Sunbear ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474000644020?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474002853056?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://sunbear-3621.myshopify.com)

## Overview
- **Merchant:** Trashawn Price — `support@sunbear.com` (team mailbox (`support@…` — a shared inbox, not a single person))
- **Store:** sunbear-3621.myshopify.com · 🌍 Hawthorne, New Jersey, United States
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2023-07-12
- **Public review score (StoreLeads):** 5.0 (4 reviews)

## App usage — Subi
- **Subi plan:** Growth — $19.0/mo
- **Installed on:** 2025-08-29 16:59:32 UTC
- **Install to conversation start:** 7 months before this conversation
- **Uninstalled on:** 2025-08-05 03:08:19 UTC ⚠️

## Summary
Merchant Trashawn Price was confused about why failed subscription payments were being pushed to the next billing cycle instead of retried sooner. Agent Rick explained that this is default behavior and that automatic payment retry (Billing Recovery) is a paid feature. Rick then arranged for the feature to be enabled on the merchant's current plan free of charge, fully resolving the issue.

> "Wow , ok thank you. will definitely leave a review"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-21 05:14:43 | +0s | — |
| Handed to human (Rick) | 2026-04-21 05:32:22 | +17m 39s | +0s |
| First reply to customer | 2026-04-21 05:32:22 | +17m 39s | +0s |
| Review requested by Rick | 2026-04-21 05:43:59 | +29m 16s | +11m 37s |
| Conversation closed | 2026-04-21 05:52:39 | +37m 56s | +20m 17s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-21 10:21:20 | +5h 6m | +4h 48m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Failed payment retry scheduling | The merchant asked why failed contract payments skip to the following month and whether retry payments can be automatically rescheduled to an earlier date. | yes |
| 2 | Billing | Feature locked behind paid plan | The merchant noted that the Billing Recovery / automatic retry feature was locked and not available on their current free plan. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna greeted the merchant, attempted to gather context before escalating, and routed the conversation to a human agent when the merchant requested one.

## Review request
- **Asked:** Yes — +29m 16s after conversation start (+11m 37s after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-21 10:21:20 UTC
- **Time from ask to review publish:** +4h 37m
- **Time from conversation start to publish:** +5h 6m
- **Match method:** `ok`
- **Shop name on review:** Sunbear
- **App listed on review:** Subi: Subscriptions & Loyalty

**Review text:**
> We have been using this subscription app for a while it's one of the best ones on Shopify for us. their are a lot of useful features and easy to setup pricing is also great and the response time. : ) will be upgrading to their higher plans as our business grows.

## Statistics
- **Messages:** 46 (14 customer, 25 admin)
- **Internal notes:** 0
- **Word count:** customer 87, admins 474
- **Total handling time (Intercom):** +20m 27s
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ❌ missed

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had an issue with payment retry scheduling and was initially confused about automatic rescheduling. The teammate clarified the policy, explained the feature, and ultimately enabled the feature for free, resolving the customer's issue positively.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Billing Recovery / automatic payment retry feature is locked behind a paid plan or $12/mo add-on, preventing merchants on lower-tier plans from accessing it without cost

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

**[2026-04-21 05:14:43] user/Trashawn Price [source]**

> hello

**[2026-04-21 05:14:54] bot/Luna**

> Hello! I'm Luna, your AI assistant here to help with quick questions and concerns! If I can't handle something myself, a real human teammate will step in 💫 How can I assist you today?

**[2026-04-21 05:17:03] user/Trashawn Price**

> agent

**[2026-04-21 05:17:07] bot/Luna**

> Would you like me to connect you with a human agent? Or if you tell me what you're looking for help with, I'd be happy to try assisting you first!

**[2026-04-21 05:17:51] user/Trashawn Price**

> yes

**[2026-04-21 05:17:55] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share a bit more about what you need help with? This will help them assist you more efficiently.

**[2026-04-21 05:18:29] bot/Luna**

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

**[2026-04-21 05:18:38] user/Trashawn Price**

> I have an issue that's slowing me down

**[2026-04-21 05:18:39] 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:

**[2026-04-21 05:18:39] bot/Luna**

> [Conversation Rating Request]

**[2026-04-21 05:18:40] 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 support@sunbear.com.

**[2026-04-21 05:19:29] user/Trashawn Price**

> why do contracts rescheduled dates automatically

**[2026-04-21 05:20:46] user/Trashawn Price**

> skip to the next month is their a way to set all retry payments automatically to a earlier date ?

**[2026-04-21 05:32:22] admin/Rick**

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

**[2026-04-21 05:32:43] user/Trashawn Price**

> hi

**[2026-04-21 05:33:35] admin/Rick**

> The contracts do not reschedule dates automatically,
>  What issue did you face that made you believe that was the case?

**[2026-04-21 05:34:42] user/Trashawn Price**

> when some contracts payment is declined the next attempt to charge them is skipped to the following month

**[2026-04-21 05:35:17] admin/Rick**

> Ah, I understand now, let me explain ..

**[2026-04-21 05:36:21] admin/Rick**

> It's not considered a reschedule, to be exact,
>  By default, when a payment fails, that order is skipped, and the next attempt will happen on the next billing day, based on the interval.

**[2026-04-21 05:36:35] admin/Rick**

> We do have a feature that enables you to automatically retry failed payments ...

**[2026-04-21 05:37:00] admin/Rick**

> You can find it here in the app:
>  the Settings tab -&gt; Inventory &amp; billing -&gt; Billing recovery

**[2026-04-21 05:37:34] admin/Rick**

> You can also read all about this feature here in this article:
>  [App: Article Inserter]

**[2026-04-21 05:38:34] user/Trashawn Price**

> its locked not free

**[2026-04-21 05:39:44] admin/Rick**

> Yes, that feature is only available to users on the Subi plan, or those who purchase this add-on feature for $12/mo.
>  Is that something you might consider? 😊

**[2026-04-21 05:40:24] admin/Rick**

> If this is the ONLY feature you need from the Subi plan, I can check with the team, see if there's anyway we can activate this feature for you on your current plan, free of charge.

**[2026-04-21 05:40:30] admin/Rick**

> How does that sound? 😊

**[2026-04-21 05:41:24] admin/Rick**

> Are we still connected, my friend?

**[2026-04-21 05:41:49] user/Trashawn Price**

> yes , ill add on at a later time

**[2026-04-21 05:42:17] admin/Rick**

> Great! But do you want me to check if we can get you this feature for FREE? 😉

**[2026-04-21 05:42:47] user/Trashawn Price**

> sure

**[2026-04-21 05:43:01] admin/Rick**

> Awesome! Let me check this and get back to you.

**[2026-04-21 05:43:16] admin/Rick**

> Also, while I check that, can I ask for a little favor? 🥹
>  I promise it'll just take less than a minute of your time.

**[2026-04-21 05:43:37] user/Trashawn Price**

> sure

**[2026-04-21 05:43:59] admin/Rick**

> Thanks 😍
> 
>  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:
>  Subi | Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-04-21 05:44:54] admin/Rick**

> And DONE 😍 I got the team to enable this feature for you on your current plan,
>  TOTALLY FREE OF CHARGE! 🥳
>  [Image]

**[2026-04-21 05:45:16] admin/Rick**

> Just make sure to read the article I sent you above, and set the settings as you wish 😉

**[2026-04-21 05:46:11] user/Trashawn Price**

> Wow , ok thank you. will definitely leave a review

**[2026-04-21 05:46:47] admin/Rick**

> Wow! I appreciate your kindness 😍 ﻿Can't wait to read your kind words!
> 
>  And my absolute pleasure, my friend 😇 You're more than welcome!

**[2026-04-21 05:47:28] admin/Rick**

> You can leave a review on Shopify in seconds via the link below:
>  Subi | Review Link

**[2026-04-21 05:47:36] admin/Rick**

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

**[2026-04-21 05:49:58] user/Trashawn Price**

> No thank you that was all

**[2026-04-21 05:50:18] admin/Rick**

> Again, you're more than welcome 🤗

**[2026-04-21 05:52:30] admin/Rick**

> It looks like you're all set for now. I’ll close this conversation, but please do feel free to reach out if you have any further questions.
> 
>  Have a great day! 🫶🏻

**[2026-04-21 05:52:33] admin/Rick**

> [GIF]

**[2026-04-21 05:52:50] bot/Luna**

> Help Rick understand how they’re doing:

**[2026-04-21 05:52:50] bot/Luna**

> [Conversation Rating Request]

</details>
