---
conversation_id: "215474201067865"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474201067865"
shopify_domain: "sergio-hudson-collection.myshopify.com"
shopify_url: "https://sergio-hudson-collection.myshopify.com"
company_name: "Sergio Hudson"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-06T18:22:51Z"
closed_at: "2026-05-08T06:02:51Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "7253717"
assignee_name: "Miles"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Grace", "Miles"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Sergio Hudson"
customer_email: "info@sergiohudson.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 18050
seconds_to_first_admin_reply: 18050
seconds_from_start_to_review_ask: 18453
seconds_from_handoff_to_review_ask: 403
seconds_from_first_reply_to_review_ask: 403
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 104
customer_message_count: 45
admin_message_count_total: 47
note_count: 0
customer_word_count: 302
admin_word_count: 858
count_reopens: 4
count_assignments: 8
handling_time_seconds: 6349
sla_name: "Paid Chats First 5min"
sla_status: "hit"
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: 5
review_ticket_id: "215474206282781"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474206282781?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-07T02:18:19Z"
seconds_from_ask_to_review: 10075
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 215474201067865 — Sergio Hudson ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474201067865)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474206282781?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://sergio-hudson-collection.myshopify.com)

## Overview
- **Merchant:** Sergio Hudson — `info@sergiohudson.com` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** sergio-hudson-collection.myshopify.com · 🌍 Atlanta, Georgia, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2020-07-02
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Starter (YEARLY)
- **Installed on:** 2025-08-11 14:52:21 UTC
- **Install to conversation start:** 8 months before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 111
- **Wishlist items count:** 21

## Summary
Merchant Sergio Hudson needed help setting up partial payments for pre-orders after upgrading his plan, which the AI bot attempted to guide him through but he couldn't locate the setting. Human agent Grace resolved the partial payment setup via a screen recording. Sergio also raised a separate issue where the 'Buy it now' button was appearing on collection pages for pre-order-only items; Grace submitted a request for a free feature upgrade, and agent Miles later applied the configuration fix directly.

> "You are the best, that was easy!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-06 18:22:51 | +0s | — |
| Handed to human (Miles) | 2026-05-06 23:23:41 | +5h 0m | +0s |
| First reply to customer | 2026-05-06 23:23:41 | +5h 0m | +0s |
| Review requested by Grace | 2026-05-06 23:30:24 | +5h 7m | +6m 43s |
| Conversation closed | 2026-05-08 06:02:51 | +1d 11h | +1d 6h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-07 02:18:19 | +7h 55m | +2h 54m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Partial payment for pre-orders | Merchant asked how to enable partial payments for pre-order items after upgrading his plan. | yes |
| 2 | Technical Bug | 'Buy it now' button appearing on pre-order collection page | Merchant reported that the 'Buy it now' button incorrectly appears when hovering over sizes on a pre-order-only collection page. | yes |
| 3 | Feature Request | Pre-order button on collection page (plan upgrade request) | Merchant wanted the pre-order button enabled on the collection page, which required a Standard plan feature granted as a complimentary lifetime access. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna attempted to guide the merchant through enabling partial payments step-by-step but the merchant could not locate the setting and ultimately requested a live agent.

## Review request
- **Asked:** Yes — +5h 7m after conversation start (+6m 43s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-07 02:18:19 UTC
- **Time from ask to review publish:** +2h 47m
- **Time from conversation start to publish:** +7h 55m
- **Match method:** `ok`
- **Shop name on review:** Sergio Hudson
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Grace was very knowledgeable!

## Statistics
- **Messages:** 104 (45 customer, 47 admin)
- **Internal notes:** 0
- **Word count:** customer 302, admins 858
- **Total handling time (Intercom):** +1h 45m
- **Reopens:** 4
- **Assignments:** 8
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
  - Remark: "Grace is such a big help!"
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a positive experience with both the AI Agent and teammate, receiving clear guidance on partial payments and feature access. The teammate provided helpful, timely support, resulting in customer satisfaction and strong positive sentiment.

## Attachments referenced in transcript
- `REC-1405021725648 AM.mp4`
- `Screen Recording 2026-05-07 at 9.42.05 AM.mov`

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Pre-order button on collection page locked behind Standard plan (resolved via complimentary access)
- 'Buy it now' button appearing for all sizes on pre-order-only collection page (resolved via backend configuration)

## Full transcript
<details>
<summary>Click to expand — 104 messages</summary>

**[2026-05-06 18:22:51] user/Sergio Hudson [source]**

> Hi

**[2026-05-06 18:22:57] 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:
>  -
>  215474200068565

**[2026-05-06 18:23:08] bot/Luna**

> Hi there! 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 💫

**[2026-05-06 18:23:22] user/Sergio Hudson**

> With the pre-order option. Can you guide me on how to accept partial Payments?

**[2026-05-06 18:23:35] bot/Luna**

> You can accept partial payments for pre-orders by enabling Partial Payment inside the specific Pre-order Offer you want to use.
>  Steps:
>  1. In Shopify Admin, open our PreOrder app and go to the PreOrder Dashboard.
> 2. Click the Offer you want to change (Default Offer or a custom offer).
> 3. Scroll to Billing Policy and select Partial Payment.
> 4. Set the upfront amount (percentage or fixed amount) and set when the remaining balance is due (for example, 14 days after the order is placed).
> 5. Click Save.
>  Extra: You can’t offer both partial and full payment at the same time, and the remaining balance is collected manually via the Orders tab in Shopify.
>  Source: How to Set Up Partial Payments for Pre-orders

**[2026-05-06 18:23:35] bot/Luna**

> Is that what you were looking for?

**[2026-05-06 18:23:50] user/Sergio Hudson**

> Yes thank you

**[2026-05-06 18:23:54] bot/Luna**

> I'm glad I could help! If you have any more questions or need further assistance, just let me know. I'm here for you! 😊

**[2026-05-06 18:23:59] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-06 18:23:59] bot/Luna**

> [Conversation Rating Request]

**[2026-05-06 23:14:17] user/Sergio Hudson [open]**

> I was dont see it

**[2026-05-06 23:14:26] bot/Luna**

> It’s usually not missing - it’s just in a different place than you expect. Partial Payment is set per Pre-order Offer, not as a global setting.
>  Steps:
>  1. Shopify Admin → open our app → Pre-order tab → See all (Offers).
> 2. Click the Offer you want (Default Offer or a custom one).
> 3. Scroll to Billing Policy (under Pre-order Logics) → choose Partial Payment → set the upfront amount and when the balance is due → Save.
>  Extra: If you’re on the Lite plan, you won’t see it (it’s Starter plan and higher).
>  Sources: How to Set Up Partial Payments for Pre-orders How to Configure Pre-order Offer Logics in Notify Me

**[2026-05-06 23:14:26] bot/Luna**

> Did that answer your question?

**[2026-05-06 23:18:28] bot/Luna**

> If you still need help with setting up partial payments or anything else related to pre-orders, I'm here to assist! Would you like to share more about what you're trying to resolve or understand?

**[2026-05-06 23:20:26] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-06 23:20:27] bot/Luna**

> [Conversation Rating Request]

**[2026-05-06 23:21:57] user/Sergio Hudson [open]**

> I need a live agent

**[2026-05-06 23:22:01] bot/Luna**

> I'll connect you with someone from our team now. Meanwhile, could you please share a bit more about your issue so they have all the details to assist you better?

**[2026-05-06 23:22:35] bot/Luna**

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

**[2026-05-06 23:22:48] user/Sergio Hudson**

> I have an issue that's slowing me down

**[2026-05-06 23:22:49] 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:

**[2026-05-06 23:22:49] bot/Luna**

> [Conversation Rating Request]

**[2026-05-06 23:22:50] 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 info@sergiohudson.com.

**[2026-05-06 23:23:07] user/Sergio Hudson**

> I have upgraded my plan and now I am trying to edit billing to partial payment for pre-orders

**[2026-05-06 23:23:41] admin/Grace**

> Hi there, dear Sergio!
>  This is Grace from Notify Me Support.
>  How are you today? (:

**[2026-05-06 23:24:14] user/Sergio Hudson**

> HI GRACE, im doing well thank you for asking

**[2026-05-06 23:24:14] admin/Grace**

> Thank you so much for letting me know would you like me to grab you a quick screen recording to show you where you can enable partial payment?

**[2026-05-06 23:24:25] user/Sergio Hudson**

> yes please

**[2026-05-06 23:24:29] admin/Grace**

> Glad to hear it 😍

**[2026-05-06 23:24:47] admin/Grace**

> Sure thing!
>  Could you please bear with me for a few moments?

**[2026-05-06 23:24:56] user/Sergio Hudson**

> Yes no worries

**[2026-05-06 23:27:14] admin/Grace**

> I appreciate you bearing with me (:
>  Could you please follow these steps and let me know if you find it?🙌
>  [Attachment: "REC-1405021725648 AM.mp4"]

**[2026-05-06 23:28:28] user/Sergio Hudson**

> You are the best, that was easy!

**[2026-05-06 23:28:51] admin/Grace**

> [GIF]

**[2026-05-06 23:29:09] admin/Grace**

> I'm always happy to help dear Sergio🙌
>  is there anything else I can help you out with at the moment ?(:

**[2026-05-06 23:29:30] user/Sergio Hudson**

> [GIF]

**[2026-05-06 23:29:53] admin/Grace**

> [GIF]

**[2026-05-06 23:29:53] user/Sergio Hudson**

> No that is all today Grace, have a wonderful evening!

**[2026-05-06 23:30:07] admin/Grace**

> Thank you so much and right back at you 😍

**[2026-05-06 23:30:15] 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😍

**[2026-05-06 23:30:24] admin/Grace**

> if I managed to make your day a bit easier, can you consider writing a quick review for me?✨🥹

**[2026-05-06 23:30:25] user/Sergio Hudson**

> sure thing

**[2026-05-06 23:30:50] admin/Grace**

> Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
>  If you'd like of course🙏

**[2026-05-06 23:31:11] user/Sergio Hudson**

> Absolutely!

**[2026-05-06 23:31:26] admin/Grace**

> [GIF]

**[2026-05-06 23:31:56] admin/Grace**

> You are a peach! 💛✨
>  You really made my day after a long shift .
>  Thank you so much for your good vibes and Great energy (:
>  I look forward to reading it 🥹

**[2026-05-06 23:33:26] user/Sergio Hudson**

> Of course Grace thank you again!

**[2026-05-06 23:33:42] user/Sergio Hudson**

> It only asked me one question with the link you provided.

**[2026-05-06 23:35:19] admin/Grace**

> You are absolutely welcome (:
>  It's truly a pleasure for me so reach out anytime 😍
>  I really hope I was able to give you a 5 star experience✨

**[2026-05-06 23:36:40] admin/Grace**

> Yes, that link is the Shopify review link 🙌
>  If it only showed you one question and didn’t give you a place to write anything, that’s totally okay. The rating alone is already helpful, and I truly appreciate you taking the time to do it 🙏

**[2026-05-06 23:37:21] admin/Grace**

> If you don't mind, May I ask if it's a 5 star? 🥹

**[2026-05-06 23:40:21] user/Sergio Hudson**

> Yes it was.

**[2026-05-06 23:40:35] user/Sergio Hudson**

> I have another question Grace if you're still there

**[2026-05-06 23:41:16] admin/Grace**

> That is incredibly kind of you 😍

**[2026-05-06 23:41:26] admin/Grace**

> Of course!
>  How can I help?

**[2026-05-06 23:43:56] user/Sergio Hudson**

> When I select and item that is Pre-Order, there is only two buttons that appear first, "pre order" and "add to wishlist" which is perfect.

**[2026-05-06 23:44:12] user/Sergio Hudson**

> but once you hover and select any other size

**[2026-05-06 23:44:25] user/Sergio Hudson**

> the "buy now" button then appears for all sizes

**[2026-05-06 23:44:40] user/Sergio Hudson**

> Is it a way to disable that button for items that are sold out

**[2026-05-06 23:46:52] admin/Grace**

> Thank you for explaining,
>  Could you please give me the page link so I could have a look?

**[2026-05-06 23:47:25] user/Sergio Hudson**

> https://sergiohudson.com/collections/fall-winter-2026-rtw-copy

**[2026-05-06 23:50:18] admin/Grace**

> Thank you so much,
>  Let me check please 🙌

**[2026-05-06 23:51:18] admin/Grace**

> I believe this is what you mean is that right?
>  [Image]

**[2026-05-06 23:51:54] user/Sergio Hudson**

> yes correct

**[2026-05-06 23:54:06] admin/Grace**

> The option to show the Preorder button on the collection page is currently turned off in your panel.
>  [Image]
>  This feature is available on the Standard plan. However, I can see you’ve been with us for a couple of months now, and we really appreciate that.😍
>  I’d be happy to ask our team if we can give you lifetime access to this feature on your current plan. Would you like me to check that for you?

**[2026-05-06 23:54:59] user/Sergio Hudson**

> That would be great. How much more is it for lifetime access&gt;

**[2026-05-06 23:55:04] user/Sergio Hudson**

> *?

**[2026-05-06 23:55:46] admin/Grace**

> Oh, you don't have to pay anything (:
>  It's lifetime access to this feature on your current plan with no extra charges 🙌

**[2026-05-06 23:56:09] user/Sergio Hudson**

> That is awesome Grace! Yes please help me out!

**[2026-05-06 23:58:44] admin/Grace**

> No worries, I’ve submitted the request for you.
>  Our team is currently out of office, but an admin will grant you access once they’re back. This should be done within the next 12 hours at most.
>  Would that work for you?

**[2026-05-06 23:59:20] user/Sergio Hudson**

> Yes that works perfectly fine

**[2026-05-06 23:59:53] admin/Grace**

> Great! (:

**[2026-05-07 00:00:21] user/Sergio Hudson**

> Thank you Grace, Again! 😃

**[2026-05-07 00:00:38] admin/Grace**

> It's always a delight to help🤗
>  is there anything else I can help you out with at the moment ?(:

**[2026-05-07 00:00:50] user/Sergio Hudson**

> no that is all

**[2026-05-07 00:01:21] admin/Grace**

> Have a great day ahead and wishing you lots of success with your business👋
>  [GIF]

**[2026-05-07 00:01:42] admin/Grace**

> It sounds like you’re all set for now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off. I'm here to set you up for success in your account, so please don’t hesitate to direct all of your questions my way.✨
> 
>  Have a great day! 🙌🏻

**[2026-05-07 00:01:54] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-07 00:01:54] bot/Luna**

> [Conversation Rating Request]

**[2026-05-07 00:01:58] user/Sergio Hudson [open]**

> [GIF]

**[2026-05-07 00:02:12] user/Sergio Hudson**

> Stay Fierce Grace!

**[2026-05-07 13:43:25] user/Sergio Hudson [open]**

> H Grace, Are you available to chat?

**[2026-05-07 13:46:10] admin/Miles**

> Hello Sergio,
> 
>  Thank you for reaching out to us!
>  I’m Miles from the Customer Care Team, and I’m happy to assist you today while Grace is away from her desk.

**[2026-05-07 13:46:25] admin/Miles**

> Could you please share a bit more about how I can help?

**[2026-05-07 13:46:49] user/Sergio Hudson**

> [Attachment: "Screen Recording 2026-05-07 at 9.42.05 AM.mov"]

**[2026-05-07 13:47:29] user/Sergio Hudson**

> On the collection page where styles are available for pre-order. When you select another size, the "Buy it now" button appears.

**[2026-05-07 13:47:52] user/Sergio Hudson**

> I would like if only the pre-order button was enabled only.

**[2026-05-07 13:49:33] admin/Miles**

> Thanks for sharing the recording. Is it from your homepage? If not, can you please share the URL with me to check?

**[2026-05-07 13:51:00] user/Sergio Hudson**

> https://sergiohudson.com/collections/fall-winter-2026-rtw-copy

**[2026-05-07 13:51:43] user/Sergio Hudson**

> no this is a separate landing page that features a separate collection that is not available to buy but pre-order only

**[2026-05-07 13:52:00] admin/Miles**

> Thanks. I'm looking into this now.
>  [GIF]

**[2026-05-07 13:52:12] user/Sergio Hudson**

> Hahah Thank you

**[2026-05-07 13:54:41] admin/Miles**

> All OK now ☑️ it just needed a bit of configuration on our end.
>  Would you please check and ensure it meets your expectations so I can finalize the settings? 😊

**[2026-05-07 13:55:37] user/Sergio Hudson**

> [GIF]

**[2026-05-07 13:55:48] user/Sergio Hudson**

> Yes this perfect!

**[2026-05-07 13:56:00] admin/Miles**

> Awesome! It's my honor to help you 💚

**[2026-05-07 13:56:06] admin/Miles**

> I'm always happy to go the extra mile 😊
>  Is there anything else I can help you with at the moment?

**[2026-05-07 13:56:08] user/Sergio Hudson**

> Thank you!

**[2026-05-07 13:56:11] admin/Miles**

> Also, I was wondering...
>  Can I ask for a little favor? I’d love it if you could make my day by leaving us a short review before you go! 🙈😍

**[2026-05-07 13:56:14] user/Sergio Hudson**

> No that is all today

**[2026-05-07 13:56:16] admin/Miles**

> I promise it would just take less than 1 minute and 2 clicks, but helps me A LOT... 🙏
>  May I share the link with you? ⚡

**[2026-05-07 13:56:20] user/Sergio Hudson**

> Sure thing

**[2026-05-07 13:56:26] admin/Miles**

> Thanks so much for considering it! 😍😌
>  We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us.
> 
>  Here’s the direct link for you:
>  ﻿​🔗 ﻿​﻿Notify me! Review Link
> 
>  Oh, and if you mention my name, I’ll be over the moon when I'm reading it 🌙
>  [Image]

**[2026-05-07 13:58:32] admin/Miles**

> Also, since Shopify usually takes 1-2days to publish reviews, can I expect it to be a 5-star one? 🥹

</details>
