---
conversation_id: "215474355411697"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474355411697?view=List"
shopify_domain: "the-midnight-gang.myshopify.com"
shopify_url: "https://the-midnight-gang.myshopify.com"
company_name: "The Midnight Gang"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-18T23:53:03Z"
closed_at: null
state: "snoozed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "AUS"
region_source: "contact_location"
assignee_admin_id: "6857170"
assignee_name: "Stella"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Grace", "Rick", "Stella"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Angelique Woodburn"
customer_email: "goodnight@themidnightgang.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 515
seconds_to_first_admin_reply: 548
seconds_from_start_to_review_ask: 2684
seconds_from_handoff_to_review_ask: 2169
seconds_from_first_reply_to_review_ask: 2136
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 55
customer_message_count: 18
admin_message_count_total: 42
note_count: 4
customer_word_count: 155
admin_word_count: 715
count_reopens: 0
count_assignments: 7
handling_time_seconds: null
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: null
review_ticket_id: "215474359483115"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474359483115?view=List"
review_rating: 5
review_posted_at: "2026-05-19T10:29:35Z"
seconds_from_ask_to_review: 35508
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 215474355411697 — The Midnight Gang ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474355411697?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474359483115?view=List)  ·  🔗 [Visit Shopify store](https://the-midnight-gang.myshopify.com)

## Overview
- **Merchant:** Angelique Woodburn — `goodnight@themidnightgang.com` (personal business email (likely the founder or a named employee))
- **Store:** the-midnight-gang.myshopify.com · 🌍 Melbourne, Victoria, Australia
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** AUD
- **Store created on Shopify:** 2017-02-09
- **Public review score (StoreLeads):** 5.0 (7 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Starter (YEARLY)
- **Installed on:** 2025-03-27 03:18:16 UTC
- **Install to conversation start:** 1y 1mo before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 53
- **Wishlist items count:** 1

## Summary
Merchant Angelique Woodburn requested two UI customizations: moving the 'back in stock' (Notify Me) widget above the wishlist widget and adding a colored background to the Notify Me button. Both were implemented successfully via custom CSS by agent Grace. Separately, the merchant raised a billing issue — she was incorrectly placed on an annual plan and wanted access to the discounted Kickstarter/monthly plan; a refund for the annual charge was initiated but not yet confirmed as complete by the end of the transcript.

> "oh my goodness yes please. I didn't realise. Please switch me to monthlt"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-18 23:53:03 | +0s | — |
| Handed to human (Stella) | 2026-05-19 00:01:38 | +8m 35s | +0s |
| First reply to customer | 2026-05-19 00:02:11 | +9m 8s | +33s |
| Review requested by Grace | 2026-05-19 00:37:47 | +44m 44s | +36m 9s |
| Conversation closed | — *(still open)* | — | — |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-19 10:29:35 | +10h 36m | +10h 27m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Widget placement and styling | Merchant asked to move the Notify Me widget above the wishlist widget and give the Notify Me button a colored background. | yes |
| 2 | Billing | Kickstarter plan eligibility | Merchant asked to be granted access to the $9.95 Kickstarter plan despite her store being older than one year. | yes |
| 3 | Billing | Accidental annual plan charge / refund | Merchant accidentally subscribed to an annual plan and requested to be switched to monthly billing with a refund for the annual charge. | partial |

## 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 collected initial context from the merchant and routed the conversation to the human support team, but did not resolve any issue itself.

## Review request
- **Asked:** Yes — +44m 44s after conversation start (+36m 9s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-19 10:29:35 UTC
- **Time from ask to review publish:** +9h 51m
- **Time from conversation start to publish:** +10h 36m
- **Match method:** `ok`
- **Shop name on review:** The Midnight Gang
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Thanks Grace, excellent help

## Statistics
- **Messages:** 55 (18 customer, 42 admin)
- **Internal notes:** 4
- **Word count:** customer 155, admins 715
- **Reopens:** 0
- **Assignments:** 7
- **SLA:** Free Chats First 15min — ✅ hit

## People involved
- **Agents who worked on it:** 3 (Grace, Rick, Stella)
- **Primary assignee:** Stella
- **Team / Inbox:** Chat

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

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** yes
- **Competitors mentioned:** —
- **External blockers:** - Older installs may not be able to see the Kickstarter plan even after it is manually enabled in the backend
- No annual Shopify invoice was found to process the refund

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

**[2026-05-18 23:53:03] user/Angelique Woodburn [source]**

> Hello. Can you move the back in stock widget so it is above the wishlist widget on the product page?

**[2026-05-18 23:53:14] bot/Luna**

> I'll connect you with someone from our team who can help with that. Meanwhile, could you share any other details or preferences you have for the widget placement? This will help them assist you more efficiently.

**[2026-05-18 23:53:47] bot/Luna**

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

**[2026-05-18 23:55:21] user/Angelique Woodburn**

> I have a question

**[2026-05-18 23:55:22] 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:

**[2026-05-18 23:55:22] bot/Luna**

> [Conversation Rating Request]

**[2026-05-18 23:55:23] 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 goodnight@themidnightgang.com.

**[2026-05-18 23:56:27] user/Angelique Woodburn**

> I need the notify me widget much more obvious. Can you make the notify me button with a coloured background so it is more obvious for people?

**[2026-05-19 00:02:11] admin/Grace**

> Hi Angelique!
>  This is Grace from Notify Me Support.
>  How are you today? (:

**[2026-05-19 00:03:07] user/Angelique Woodburn**

> fine thanks

**[2026-05-19 00:03:42] admin/Grace**

> Glad to hear it 😍
>  From my understanding you'd like some customizations, is that right?

**[2026-05-19 00:03:51] admin/Grace**

> I'll grab you a preview right away (:

**[2026-05-19 00:05:10] admin/Grace**

> This is a design I quickly drafted specifically for your theme💙
>  Could you please kindly check it out and let me know if you like it?😍
>  Before:
>  [Image] After:
>  [Image]

**[2026-05-19 00:05:57] user/Angelique Woodburn**

> Thank you. Could you only use the coloured background for the 'notify me' button and move it on above the wishlist widget?

**[2026-05-19 00:07:05] admin/Grace**

> Absolutely! (:

**[2026-05-19 00:07:22] admin/Grace**

> Could you please give me a few moments to work on this ? 🙌

**[2026-05-19 00:07:29] admin/Grace**

> [GIF]

**[2026-05-19 00:07:29] user/Angelique Woodburn**

> ok

**[2026-05-19 00:08:16] admin/Grace**

> Thank you so much for bearing with me,
>  I'll get back to you with an update in less than 10 minutes 😍

**[2026-05-19 00:08:27] user/Angelique Woodburn**

> ok

**[2026-05-19 00:10:25] admin/Grace [note]**

> .restock-alerts-notify-button {
>  background: #7c96af !important;
>  color: white !important
>  }
> 
>  /* Only applies when BOTH the wishlist AND notify me buttons are present in the submit area */
>  .product-form__item--submit:has(.nm-PRODUCT_PAGE-wishlist-button):has(.restock-alerts-notify-button) {
>  display: flex;
>  flex-direction: column;
>  }
> 
>  /* Keep the Sold out / Add to cart button first */
>  .product-form__item--submit:has(.nm-PRODUCT_PAGE-wishlist-button):has(.restock-alerts-notify-button) &gt; .product-form__cart-submit {
>  order: 1;
>  }
> 
>  /* Move the NOTIFY ME portal to come before the wishlist */
>  .product-form__item--submit:has(.nm-PRODUCT_PAGE-wishlist-button):has(.restock-alerts-notify-button) &gt; .nm-portal:has(.restock-alerts-notify-button) {
>  order: 2;
>  }
> 
>  /* Move the WISHLIST portal below notify me */
>  .product-form__item--submit:has(.nm-PRODUCT_PAGE-wishlist-button):has(.restock-alerts-notify-button) &gt; .nm-portal:has(.nm-PRODUCT_PAGE-wishlist-button) {
>  order: 3;
>  }
> 
>  /* Keep the payment/other elements after */
>  .product-form__item--submit:has(.nm-PRODUCT_PAGE-wishlist-button):has(.restock-alerts-notify-button) &gt; .shopify-payment-button,
>  .product-form__item--submit:has(.nm-PRODUCT_PAGE-wishlist-button):has(.restock-alerts-notify-button) &gt; .product-form__shop-pay,
>  .product-form__item--submit:has(.nm-PRODUCT_PAGE-wishlist-button):has(.restock-alerts-notify-button) &gt; .store-availability-container__wrapper {
>  order: 4;
>  }

**[2026-05-19 00:10:33] admin/Grace**

> I appreciate it (:

**[2026-05-19 00:12:36] admin/Grace**

> Tadaaa✨
>  All done (:
>  [Image]

**[2026-05-19 00:12:51] admin/Grace**

> Could you please kindly check it out and let me know if you like it?💙

**[2026-05-19 00:13:25] user/Angelique Woodburn**

> Amazing. Thanks. Also, I noticed I had this app 1 year ago so it is saying I do not qualify for the lowest price subscription

**[2026-05-19 00:13:41] user/Angelique Woodburn**

> Can you fix that please? It was 1 year ago and I did not get any of the data

**[2026-05-19 00:14:05] admin/Grace**

> You are absolutely welcome Angelique 😍

**[2026-05-19 00:14:13] admin/Grace**

> Do you mean the kickstarter plan perhaps?

**[2026-05-19 00:14:20] user/Angelique Woodburn**

> 9.95 one

**[2026-05-19 00:14:48] admin/Grace**

> Let me check your panel please.

**[2026-05-19 00:15:02] admin/Grace**

> Could you please bear with me once more?

**[2026-05-19 00:15:25] user/Angelique Woodburn**

> sure

**[2026-05-19 00:18:32] admin/Grace**

> Thanks for confirming, The kickstarter plan is a special discounted plan created to help small businesses for early stage Shopify stores.
>  To qualify, your store must meet both conditions:
>  - You are on the Shopify Basic plan
> - Your store is less than one year old
>  Unfortunately the age of your store must be less than one year old to qualify.

**[2026-05-19 00:19:08] admin/Grace**

> But, Just between us if you'd like I can make a special exception and ask our team to give you access to this plan. Would you like me to do that for you ?😍

**[2026-05-19 00:19:18] user/Angelique Woodburn**

> oh yes please

**[2026-05-19 00:19:40] admin/Grace**

> Please bear with me for a few moments ((:

**[2026-05-19 00:19:48] admin/Grace**

> [GIF]

**[2026-05-19 00:21:20] admin/Grace**

> All done (:
>  Could you please check it out and let me know if you can access it now? 🙌

**[2026-05-19 00:22:07] user/Angelique Woodburn**

> [Image] Still showing this message

**[2026-05-19 00:22:57] admin/Grace**

> Thanks for sharing that
>  Have you switched to/selected the kickstarter plan yet?🤔

**[2026-05-19 00:35:21] admin/Grace**

> Are we still connected? 👀

**[2026-05-19 00:35:43] user/Angelique Woodburn**

> yep all good now

**[2026-05-19 00:35:44] user/Angelique Woodburn**

> Thanks

**[2026-05-19 00:36:24] admin/Grace**

> Glad to hear it,
>  Is there anything else I can help you out with? (:

**[2026-05-19 00:36:48] user/Angelique Woodburn**

> no thanks

**[2026-05-19 00:37:05] admin/Grace**

> Also, before you go would you mind doing me a quick favor? I promise it’ll only take three clicks! but it would help me out A LOT😍

**[2026-05-19 00:37:47] admin/Grace**

> if I managed to make your day a bit easier, can you consider giving me a quick 5 star review?✨🥹
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here if you'd like: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-19 17:28:08] admin/Grace**

> Hi Angelique,
>  This is Grace from Notify Me! I hope you’re doing well
> 
>  While checking your panel, I noticed that you have switched to the Annual Starter plan,
>  [Image] Since annual plans are charged upfront, I wanted to proactively reach out and confirm just to make sure that was what you wanted.
> 
>  If you did mean to switch, that’s Great! But if you mistakenly chose the annual option, no worries at all just let me know what plan you'd like and I’d be happy to help you switch back to your preferred plan and assist with a refund.🙌
> 
>  Warm regards,
>  Grace

**[2026-05-19 17:30:36] admin/Grace [note]**

> Guys,
>  I have already given them access to the kickstarter plan in django, But I suspect they might not be able to see it since they are an older install (I Checked this with CJ)
>  if that is the case and this is reassigned while I'm away and they say want the Kickstarter plan, (9.95 one) you can just give them the starter plan for 50% off.

**[2026-05-20 23:36:24] admin/Grace**

> Hi Angelique,
>  I hope you're doing well.
> 
>  It looks like you're busy as I haven't heard back from you.
>  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,

**[2026-05-21 03:39:22] user/Angelique Woodburn**

> Hi Grace, oh my goodness yes please. I didn't realise. Please switch me to monthlt

**[2026-05-21 03:39:24] user/Angelique Woodburn**

> monthly

**[2026-05-21 12:34:50] admin/Grace [note]**

> Hi Guys,
>  I apologize for unassigning,
>  But I will be away tonight, and for the weekend,
>  Please help them with the annual refund, ask them which plan they want to switch to, and let them know of the price of that plan,
>  If they say they want kickstarter, you can just give them the starter plan for 50% off.
>  I have already given them access to the kickstarter plan in django, But I suspect they might not be able to see it since they are an older install (I Checked this with CJ)

**[2026-05-21 13:47:31] admin/Stella**

> Hi Angelique,
>  This is Stella stepping in for Grace today, as she's currently under the weather. I hope you're having a wonderful day/
> 
>  Don't worry at all! we completely understand how easy it is to accidentally click the wrong billing cycle! I'd be more than happy to help get that refund sorted out for you.
> 
>  Because Shopify requires store owners to approve any billing changes directly for security, we aren't able to manually switch the plan from our end. You can easily switch over to the monthly version by following these quick steps:
>  1. Go to the Plans tab in your app dashboard.
> 2. Toggle or click on the Monthly billing option.
> 3. Select your preferred monthly plan and confirm the change.
>  [Image]
>  Once you've done that, just reply here to let me know! If you could also share a quick screenshot or copy of the Shopify invoice for the annual charge, I will immediately forward it to our team to process your refund.
> 
>  Looking forward to getting this resolved for you! Don't hesitate to ask any questions or concerns you have. I'm here to help!
> 
>  Kind regards,

**[2026-05-21 13:47:43] admin/Stella [note]**

> no annual invoice

</details>
