---
conversation_id: "215474302226902"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474302226902?view=List"
shopify_domain: "iflight-rc-europe.myshopify.com"
shopify_url: "https://iflight-rc-europe.myshopify.com"
company_name: "iFlight Europe"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-14T12:40:11Z"
closed_at: "2026-05-14T13:31:16Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "AUT"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Nilou"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Patrick Klimek"
customer_email: "service@iflight-rc.eu"
contact_email_type: "team_mailbox"
contact_email_role_hint: "service"
seconds_to_human_handoff: 771
seconds_to_first_admin_reply: 771
seconds_from_start_to_review_ask: 2169
seconds_from_handoff_to_review_ask: 1398
seconds_from_first_reply_to_review_ask: 1398
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 54
customer_message_count: 26
admin_message_count_total: 21
note_count: 0
customer_word_count: 197
admin_word_count: 449
count_reopens: 0
count_assignments: 4
handling_time_seconds: 2596
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: "215474307671371"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474307671371?view=List"
review_rating: 5
review_posted_at: "2026-05-14T18:21:53Z"
seconds_from_ask_to_review: 18333
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 215474302226902 — iFlight Europe ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474302226902?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474307671371?view=List)  ·  🔗 [Visit Shopify store](https://iflight-rc-europe.myshopify.com)

## Overview
- **Merchant:** Patrick Klimek — `service@iflight-rc.eu` (team mailbox (`service@…` — a shared inbox, not a single person))
- **Store:** iflight-rc-europe.myshopify.com · 🌍 Vienna, State of Vienna, Austria
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** EUR
- **Store created on Shopify:** 2022-12-16
- **Public review score (StoreLeads):** 3.8 (5 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Standard (MONTHLY)
- **Installed on:** 2024-07-31 21:34:15 UTC
- **Install to conversation start:** 1y 9mo before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 829
- **Wishlist items count:** 1

## Summary
Merchant Patrick Klimek contacted support about pre-order translation issues, where non-English store languages were displaying generic text instead of the configured availability dates and timeframes. He objected to the $499 USD cost for translations and requested a free workaround. Agent Nilou resolved the issue from the backend at no extra charge by applying the correct translation content across all languages, and the merchant confirmed both 'Available on a Specific Date' and 'Available on a Timeframe' features were working correctly.

> "if translations are so expensive, then please leave the option for english only"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-14 12:40:11 | +0s | — |
| Handed to human (Nilou) | 2026-05-14 12:53:02 | +12m 51s | +0s |
| First reply to customer | 2026-05-14 12:53:02 | +12m 51s | +0s |
| Review requested by Nilou | 2026-05-14 13:16:20 | +36m 9s | +23m 18s |
| Conversation closed | 2026-05-14 13:31:16 | +51m 5s | +38m 14s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-14 18:21:53 | +5h 41m | +5h 28m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Pre-order translations showing generic text in non-English languages | The merchant reported that pre-order availability text (specific date and timeframe options) displayed correctly in English but reverted to generic text in other languages. | yes |
| 2 | Billing | Translation feature cost | The merchant complained that the $499 USD cost for translations is excessive and asked for a free alternative. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna gathered initial context about the translation pricing complaint, attempted to collect more details, classified the issue as an Annual plan question, and escalated to a human agent after the merchant repeatedly requested one.

## Review request
- **Asked:** Yes — +36m 9s after conversation start (+23m 18s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-14 18:21:53 UTC
- **Time from ask to review publish:** +5h 5m
- **Time from conversation start to publish:** +5h 41m
- **Match method:** `ok`
- **Shop name on review:** iFlight Europe
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Awesome Support!

## Statistics
- **Messages:** 54 (26 customer, 21 admin)
- **Internal notes:** 0
- **Word count:** customer 197, admins 449
- **Total handling time (Intercom):** +43m 16s
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ❌ missed

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

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
  - Remark: "Nice help"

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Non-English store translations for pre-order availability features (specific date and timeframe) not reflecting configured values, requiring a manual backend fix rather than a self-serve solution

## Full transcript
<details>
<summary>Click to expand — 54 messages</summary>

**[2026-05-14 12:40:11] user/Patrick Klimek [source]**

> hi there

**[2026-05-14 12:40:24] bot/Luna**

> Hi there! I'm Luna, your AI assistant here at Notify Me! How can I help you today?

**[2026-05-14 12:40:39] user/Patrick Klimek**

> I still have this issue with the translations of your pre-order feature

**[2026-05-14 12:40:54] user/Patrick Klimek**

> 499 USD is excessive just for translations

**[2026-05-14 12:40:56] user/Patrick Klimek**

> human

**[2026-05-14 12:41:01] bot/Luna**

> I understand the pricing for translations might feel high! Would you like me to connect you with a human agent? Or if you want, you can share more details about your concerns, and I’ll do my best to assist you.

**[2026-05-14 12:41:11] user/Patrick Klimek**

> human

**[2026-05-14 12:41:17] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share more details about your concerns with the pre-order translations? This will help them assist you more effectively.

**[2026-05-14 12:41:50] bot/Luna**

> I've assigned you to the team. ✋🏻 ​
>  We will get back to you as soon as possible.

**[2026-05-14 12:41:51] 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 service@iflight-rc.eu.

**[2026-05-14 12:41:52] bot/Luna [note]**

> Luna classified this as an Annual plan issue or question. ​ If you think the topic was detected incorrectly and it is not actually about migration or the annual plan, please mention Melissa in the conversation so they can review it.

**[2026-05-14 12:41:55] bot/Luna [conversation_summary]**

> Question The customer contacted us to complain about the $499 USD cost for translations related to the pre-order feature, which they consider excessive. Summary • Customer complains about the $499 USD cost for translations related to the pre-order feature, calling it excessive.
> • Bot offers to connect the customer with a human agent and requests more details about the issue.
> • Customer insists on speaking with a human; bot confirms connection to the team and asks for additional information to assist.
> • Bot informs the customer that the team will respond within a few hours via this chat and email (service@iflight-rc.eu).

**[2026-05-14 12:42:51] user/Patrick Klimek**

> I only want the english translation to be displayed, otherwise I can't use the Availability features like "available on a specific date" and "available on a timeframe"

**[2026-05-14 12:53:02] admin/Nilou**

> Hi Patrick, This is Nilou here from the team. Hope you're having a great day/night😊 Thank you for reaching out

**[2026-05-14 12:53:46] admin/Nilou**

> No worries at all! I'll take care of this for you with no extra charges Would you just please confirm which section you need to change the content of?

**[2026-05-14 12:54:20] user/Patrick Klimek**

> [Image] look in english it pulls the defined values

**[2026-05-14 12:54:46] user/Patrick Klimek**

> [Image] but as soon as it is another language, it just becomes a generic text

**[2026-05-14 12:55:01] user/Patrick Klimek**

> if translations are so expensive, then please leave the option for english only

**[2026-05-14 12:55:19] user/Patrick Klimek**

> otherwise I can't even use the features cause my store is translated

**[2026-05-14 12:56:36] admin/Nilou**

> I understand Let me look into a workaround for your from the backend that won't need any plan changes for you I'll be back in about 15 minutes thank you for your patience

**[2026-05-14 12:56:54] user/Patrick Klimek**

> Thank you :)

**[2026-05-14 13:08:59] admin/Nilou**

> Could you please check the German site now?

**[2026-05-14 13:09:18] admin/Nilou**

> If it's resolved I'll apply the same fix to all other available languages

**[2026-05-14 13:09:42] user/Patrick Klimek**

> that worked

**[2026-05-14 13:09:56] user/Patrick Klimek**

> this would be great if I had that for all languages

**[2026-05-14 13:10:12] user/Patrick Klimek**

> so I can use the dates for all future pre-order products?

**[2026-05-14 13:11:45] admin/Nilou**

> Awesome! I'll change them all now This should take about 15 more mins

**[2026-05-14 13:12:13] admin/Nilou**

> Yes! The Date is dynamic so if you update it on the offer, it will also change on the front store

**[2026-05-14 13:12:28] user/Patrick Klimek**

> thanks a lot

**[2026-05-14 13:12:36] user/Patrick Klimek**

> finally thats solved

**[2026-05-14 13:13:10] admin/Nilou**

> You're absolutely welcome! ^-^ We're always here for you

**[2026-05-14 13:13:28] admin/Nilou**

> While I adjust all the languages, is it ok if I ask you for a small favor?

**[2026-05-14 13:16:20] admin/Nilou**

> I was wondering if you feel I’ve provided you with 5-star service,
>  would you mind leaving us a quick review? As a startup team that works hard to delight our customers, your review would go a long way for us. And if you happen to mention my name, it would totally make my day😍 of course, only if you’d like. You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-14 13:18:39] admin/Nilou**

> ✅All done🙌 All these languages have been updated
>  [Image]

**[2026-05-14 13:18:55] user/Patrick Klimek**

> Thanks so much

**[2026-05-14 13:19:22] admin/Nilou**

> You're most welcome ^-^ All set for now?

**[2026-05-14 13:19:54] admin/Nilou**

> Also, if it's not too much trouble, I would absolutely be grateful if you could consider the favor I asked before; These reviews have a huge impact on our business, and this would mean the world! 🥹 ​
>  You can leave a review on Shopify in seconds via the link below: ​Notify me! | Review Link ​ ﻿Of course, it's totally optional and only if you feel like it

**[2026-05-14 13:21:15] user/Patrick Klimek**

> sent

**[2026-05-14 13:21:45] admin/Nilou**

> Thank you very much! I really appreciate that😍🙏 May I ask if I should expect a 5-star one?

**[2026-05-14 13:22:54] user/Patrick Klimek**

> but wait

**[2026-05-14 13:22:59] user/Patrick Klimek**

> I think we made a mistake

**[2026-05-14 13:23:08] user/Patrick Klimek**

> this counter is counting up? like after purchase?

**[2026-05-14 13:23:26] user/Patrick Klimek**

> for example today 3 days is tomorrow 3 days again?

**[2026-05-14 13:23:44] user/Patrick Klimek**

> so if I use the "Available on a Specific Date" option, is the translation applied too?

**[2026-05-14 13:26:24] admin/Nilou**

> Basically there's a fixed part and a dynamic part This is the default content: Product available after: {{availability_date}} So the "Product available after" is translated on all offers and also the {{availability_date}} is dynamic and depends on the date you set for offers

**[2026-05-14 13:27:24] admin/Nilou**

> I checked the offers quickly and the timeframe for 2 of the offers currently is 5 days and 30 days after purchase

**[2026-05-14 13:29:43] user/Patrick Klimek**

> ok seems to work for both specific date and timeframe now

**[2026-05-14 13:30:14] admin/Nilou**

> Awesome ^-^

**[2026-05-14 13:30:22] user/Patrick Klimek**

> thanks again that's it

**[2026-05-14 13:30:24] user/Patrick Klimek**

> have a good day

**[2026-05-14 13:30:43] admin/Nilou**

> You're absolutely welcome! Happy to help you

**[2026-05-14 13:31:04] admin/Nilou**

> If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-05-14 13:31:27] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-14 13:31:28] bot/Luna**

> [Conversation Rating Request]

</details>
