---
conversation_id: "215474177696044"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474177696044?sidebar_tab=details&view=List"
shopify_domain: "cc43e6-2b.myshopify.com"
shopify_url: "https://cc43e6-2b.myshopify.com"
company_name: ""
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-05-05T04:39:05Z"
closed_at: "2026-05-05T05:09:21Z"
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: "Kane Shirley"
customer_email: "cutrawperformance@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 791
seconds_to_first_admin_reply: 791
seconds_from_start_to_review_ask: 1274
seconds_from_handoff_to_review_ask: 483
seconds_from_first_reply_to_review_ask: 483
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 48
customer_message_count: 16
admin_message_count_total: 20
note_count: 0
customer_word_count: 165
admin_word_count: 333
count_reopens: 1
count_assignments: 6
handling_time_seconds: 1080
sla_name: "Paid Chats First 5min"
sla_status: "canceled"
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: 4
review_ticket_id: "215474180788580"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474180788580?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-05T11:16:36Z"
seconds_from_ask_to_review: 22577
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 215474177696044 — Cut Raw Performance ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474177696044?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474180788580?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://cc43e6-2b.myshopify.com)

## Overview
- **Merchant:** Kane Shirley — `cutrawperformance@gmail.com` (personal address on a free email provider)
- **Store:** cc43e6-2b.myshopify.com · 🌍 Easley, South Carolina, United States
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## App usage — Subi
- **Subi plan:** —
- **Installed on:** 2026-01-07 19:06:18 UTC
- **Install to conversation start:** 3 months before this conversation

## Summary
Merchant Kane Shirley reported that the one-time purchase option had disappeared from all his products, forcing customers into subscriptions only. The AI bot Luna attempted to provide self-service steps but was unable to resolve the issue. Human agent Rick identified a configuration problem and fixed it on the backend for all products, also removing the 'Powered by Subi' branding as a goodwill gesture. The merchant was very happy with the outcome and left a positive review.

> "not tonight but ill be in touch for sure. thanks for being quick helped me out with an order haha"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-05 04:39:05 | +0s | — |
| Handed to human (Rick) | 2026-05-05 04:52:16 | +13m 11s | +0s |
| First reply to customer | 2026-05-05 04:52:16 | +13m 11s | +0s |
| Review requested by Rick | 2026-05-05 05:00:19 | +21m 14s | +8m 3s |
| Conversation closed | 2026-05-05 05:09:21 | +30m 16s | +17m 5s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-05 11:16:36 | +6h 37m | +6h 24m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | One-time purchase option not displaying | The merchant's one-time purchase option had disappeared from all products, automatically forcing customers into subscriptions with no way to change. | yes |
| 2 | Feature Request | Branding removal | Agent proactively offered to remove 'Powered by Subi' branding as a goodwill gesture, which the merchant accepted. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna provided self-service troubleshooting steps for restoring the one-time purchase option but failed to resolve the issue, ultimately escalating to a human agent.

## Review request
- **Asked:** Yes — +21m 14s after conversation start (+8m 3s after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-05 11:16:36 UTC
- **Time from ask to review publish:** +6h 16m
- **Time from conversation start to publish:** +6h 37m
- **Match method:** `fuzzy_via_email_domain(cutrawperformance)`
- **Shop name on review:** Cut Raw Performance
- **App listed on review:** Subi Subscriptions App

**Review text:**
> great app and service. nice to be able to give customers an option to subscribe and save to help boost your website! Wouldn't worry about any problems or bugs, i experienced something and under 5-10min Rick with their customer service had me back good and ready to go all in time for my customer to place their order how they wanted! Thanks Rick and Thanks Subi!!!

## Statistics
- **Messages:** 48 (16 customer, 20 admin)
- **Internal notes:** 0
- **Word count:** customer 165, admins 333
- **Total handling time (Intercom):** +18m 0s
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ❌ canceled

## 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
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: Customer was frustrated that the one-time purchase option disappeared and forced subscription only. The AI Agent's help was insufficient, leading to escalation. The teammate quickly resolved the issue, earning customer appreciation.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - One-time purchase option misconfiguration required backend fix by support agent — merchant could not resolve via self-service steps

## Full transcript
<details>
<summary>Click to expand — 48 messages</summary>

**[2026-05-05 04:39:05] user/Kane Shirley [source]**

> some reason my 1 time purchase option has disappeared

**[2026-05-05 04:39:23] bot/Luna**

> Hi Kane 👋 I’m Luna, your AI assistant here to help! If something’s off, a human teammate can jump in too.
>  Answer: The one-time purchase option usually disappears when the product or plan is set to subscription-only.
>  Steps to fix it:
>  - Go to Shopify Admin → Products
> - Open the product
> - Scroll to Purchase options
> - Uncheck “Only sell this product as a subscription”
> - Save and refresh your storefront
>  If it’s a plan setting:
>  - Go to Subi → Plans
> - Open the plan
> - Set Purchase type to include one-time purchase
> - Save
>  This should bring the option back on your product page.
>  [Image] Sources: How to set up a Membership Plan in Subi How do I remove the one-time purchase option to offer only subscriptions or memberships?

**[2026-05-05 04:39:23] bot/Luna**

> Is that what you were looking for?

**[2026-05-05 04:43:24] bot/Luna**

> If you still need help with the one-time purchase option or anything else, I’m here to assist! Would you like to share more about what you’re trying to resolve or understand?

**[2026-05-05 04:45:23] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-05 04:45:23] bot/Luna**

> [Conversation Rating Request]

**[2026-05-05 04:50:25] user/Kane Shirley [open]**

> hello

**[2026-05-05 04:50:29] bot/Luna**

> Hello! I'm Luna, your AI assistant here to help with any questions or concerns you have. How can I assist you today?

**[2026-05-05 04:50:31] user/Kane Shirley**

> yea nothing is working

**[2026-05-05 04:50:35] bot/Luna**

> I'm sorry to hear that nothing is working for you! Would you like me to connect you with a human agent? Or if you can share more details about what’s not working, I’m happy to keep helping you.

**[2026-05-05 04:50:44] user/Kane Shirley**

> my 1 time purhcase will not appear for any products

**[2026-05-05 04:50:47] bot/Luna**

> I'll connect you with someone from our team who can help with this. Meanwhile, could you share any additional details about the issue? This will help them assist you more efficiently.

**[2026-05-05 04:51:20] bot/Luna**

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

**[2026-05-05 04:51:30] user/Kane Shirley**

> I have an issue that's slowing me down

**[2026-05-05 04:51:31] 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:

**[2026-05-05 04:51:31] bot/Luna**

> [Conversation Rating Request]

**[2026-05-05 04:51:32] bot/Luna [channel_and_reply_time_expectation]**

> We'll be back online tomorrow You'll get replies here and to cutrawperformance@gmail.com.

**[2026-05-05 04:51:57] user/Kane Shirley**

> from my knowledge everything is correctly selected but still all of my products do not show the options for 1 time purchase, its automatically forcing ppl to subscrition w no way to change

**[2026-05-05 04:52:16] admin/Rick**

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

**[2026-05-05 04:52:29] admin/Rick**

> No worries, let me have a check and get back to you real quick 😊

**[2026-05-05 04:52:39] user/Kane Shirley**

> okay thanks brotha

**[2026-05-05 04:53:20] admin/Rick**

> My pleasure
>  [GIF]

**[2026-05-05 04:54:10] user/Kane Shirley**

> 😆

**[2026-05-05 04:56:25] admin/Rick**

> All Done ✅ it just needed a bit of configuration on our end.
>  [Image]

**[2026-05-05 04:56:34] admin/Rick**

> Also, I'd love to offer you something special!

**[2026-05-05 04:56:44] user/Kane Shirley**

> is it fixed for all products?

**[2026-05-05 04:57:09] admin/Rick**

> Yes, it's fixed on all the products, you can check and ensure 🤗
> 
>  I'll remove the 'Powered by Subi' branding (normally reserved for users on the paid plans), free of charge, as I'm genuinely impressed with your store.

**[2026-05-05 04:57:18] admin/Rick**

> How does that sound? 😉

**[2026-05-05 04:57:50] user/Kane Shirley**

> ah thanks brotha, learning as i go i would appreciate that 😇

**[2026-05-05 04:58:05] admin/Rick**

> No worries at all!
>  Just a sec ..

**[2026-05-05 04:58:49] admin/Rick**

> Done ✅
>  [Image]

**[2026-05-05 04:59:01] admin/Rick**

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

**[2026-05-05 04:59:16] admin/Rick**

> Also, if nothing else for now, can I ask for a little favor? I promise it'll just take less than a minute of your time 🥹

**[2026-05-05 04:59:41] user/Kane Shirley**

> not tonight but ill be in touch for sure. thanks for being quick helped me out with an order haha

**[2026-05-05 04:59:48] user/Kane Shirley**

> yea whats up brotha i got you

**[2026-05-05 05:00:02] admin/Rick**

> Awesome! Glad I could be helpful 😎

**[2026-05-05 05:00:19] admin/Rick**

> Thanks, bro 😍
> 
>  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.

**[2026-05-05 05:02:00] user/Kane Shirley**

> yea let me finish sweeping and ill do that for you. give me like 5min haha. ill name drop you too 😎

**[2026-05-05 05:02:43] admin/Rick**

> Bro, you are a LEGEND 🫶🏻 ﻿Can't wait to read your kind words!!!

**[2026-05-05 05:06:15] user/Kane Shirley**

> just left one for ya! thanks again brotha

**[2026-05-05 05:07:24] user/Kane Shirley**

> anything i can do to help feel free to reach out, love to help fellow start ups and entrepreneurs 💪

**[2026-05-05 05:08:12] admin/Rick**

> Thanks a ton, my man 🤩
> 
>  My absolute pleasure, Kane 😇 You're more than welcome!

**[2026-05-05 05:08:21] admin/Rick**

> Sure, will do 🫶🏻 We also offer support that is active almost 24/7, so please don't hesitate to reach out if you face any questions/issues!

**[2026-05-05 05:08:56] user/Kane Shirley**

> [GIF]

**[2026-05-05 05:09:12] 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, brotha ✌🏻

**[2026-05-05 05:09:15] admin/Rick**

> [GIF]

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

> Help Rick understand how they’re doing:

**[2026-05-05 05:09:33] bot/Luna**

> [Conversation Rating Request]

</details>
