---
conversation_id: "215474298727469"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474298727469"
shopify_domain: "lash-lounge-by-lily.myshopify.com"
shopify_url: "https://lash-lounge-by-lily.myshopify.com"
company_name: "Lily Beauty Lash Supplier"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-14T04:57:44Z"
closed_at: "2026-05-15T01:52:00Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Australia"
region_source: "company_country"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Pearl", "Rina"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Lily Luu"
customer_email: "lilylashsupplier@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 722
seconds_from_start_to_review_ask: 21737
seconds_from_handoff_to_review_ask: 21736
seconds_from_first_reply_to_review_ask: 21015
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 53
customer_message_count: 15
admin_message_count_total: 42
note_count: 2
customer_word_count: 379
admin_word_count: 698
count_reopens: 0
count_assignments: 2
handling_time_seconds: 8731
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: 5
intercom_cx_score: null
review_ticket_id: "215474307673267"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474307673267?view=List"
review_rating: 5
review_posted_at: "2026-05-14T18:22:08Z"
seconds_from_ask_to_review: 26527
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 215474298727469 — Lily Beauty Lash Supplier ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474298727469)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474307673267?view=List)  ·  🔗 [Visit Shopify store](https://lash-lounge-by-lily.myshopify.com)

## Overview
- **Merchant:** Lily Luu — `lilylashsupplier@gmail.com` (personal address on a free email provider)
- **Store:** lash-lounge-by-lily.myshopify.com · 🌍 Melbourne, Victoria, Australia
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** AUD
- **Store created on Shopify:** 2020-09-01

## App usage — Discounty
- **Discounty plan:** Discounty — $49/monthly
- **Installed on:** 2026-05-14 04:11:07 UTC
- **Install to conversation start:** 46 minutes before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** AUD 9,378
- **Total orders through Discounty:** 26

## Summary
Merchant Lily Luu set up her first Discounty cart goal campaign with multiple spend tiers and encountered an issue combining the automatic discount with Smile.io loyalty reward codes (order discounts) at checkout. Agent Pearl made backend configuration changes to enable discount combination, explained Shopify's native limitations around stacking discounts at higher tiers, answered three additional how-to questions about widget color, hiding the product page widget, and custom tier naming, and the merchant left the conversation satisfied.

> "I completely understand now. I really appreciate your help and the clarification regarding Shopify's discount limitations."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-14 04:57:44 | +0s | — |
| Handed to human (Pearl) | 2026-05-14 04:57:45 | +1s | +0s |
| First reply to customer | 2026-05-14 05:09:46 | +12m 2s | +12m 1s |
| Review requested by Pearl | 2026-05-14 11:00:01 | +6h 2m | +6h 2m |
| Conversation closed | 2026-05-15 01:52:00 | +20h 54m | +20h 54m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-14 18:22:08 | +13h 24m | +13h 24m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount combination with loyalty codes | The merchant reported that Smile.io reward discount codes cannot be applied at checkout when the Discounty automatic discount is active. | partial |
| 2 | How-To / Setup | Widget color customization | The merchant asked how to change the savings text color from green to match her brand's pink theme. | yes |
| 3 | How-To / Setup | Hide widget from product page | The merchant asked how to disable the discount tier table from appearing on the product page. | yes |
| 4 | Feature Request | Custom tier labels | The merchant asked whether each discount tier could be given a custom name such as Silver, Gold, Platinum, etc. | no |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +6h 2m after conversation start (+6h 2m after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-14 18:22:08 UTC
- **Time from ask to review publish:** +7h 22m
- **Time from conversation start to publish:** +13h 24m
- **Match method:** `ok`
- **Shop name on review:** Lily Beauty Lash Supplier
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Pearl did very good service with our store. Thank you so much!

## Statistics
- **Messages:** 53 (15 customer, 42 admin)
- **Internal notes:** 2
- **Word count:** customer 379, admins 698
- **Total handling time (Intercom):** +2h 25m
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 2 (Pearl, Rina)
- **Primary assignee:** Pearl
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Discounty - asked for review
- **Topics:** DS - First campaign - Proactive, DS - Asked for review

## Intercom-side signals
- **In-chat rating widget:** 5 / 5

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** Smile.io
- **External blockers:** - Shopify only applies the best single discount at higher tiers, preventing Discounty automatic discounts from combining with Smile.io order discount codes above certain thresholds
- Custom per-tier labels (e.g. Silver, Gold, Platinum) are not supported in Discounty

## Full transcript
<details>
<summary>Click to expand — 53 messages</summary>

**[2026-05-14 04:57:44] user/Lily Luu [source]**

> I just created my first Discounty campaign.

**[2026-05-14 04:57:45] admin/Rina [note]**

> Quantity discount / Cart goal
>  Campaign Name: Lash Goal
>  Campaign Type: Quantity discount / Cart goal
>  Campaign Status: Downloading
>  Use End Countdown timer: False
>  Use Start Countdown timer: False
>  App embed cart widget config: True
>  App embed: False
>  Minimum requirement: [{"criteria":150,"discount":5},{"criteria":300,"discount":8},{"criteria":500,"discount":10},{"criteria":850,"discount":15},{"criteria":1300,"discount":20},{"criteria":2000,"discount":25}]
>  Include Filters: All store
>  Exclude Filters: None
>  Sample Product List:
>  - Lady Black Glue | 5ml
> - LBLS Eyelash Brush Glitter | 50pcs
> - Disposable Micro Brush for Eyelash Extension | 100

**[2026-05-14 05:09:46] admin/Pearl**

> Hi Lily!
>  This is Pearl from Discounty. Congrats on launching your first campaign! ✨
>  I’m going to check it right now and send over a preview. Sounds good?

**[2026-05-14 05:10:16] admin/Pearl**

> Your campaign’s live and looking great! 😎 Here’s a snapshot of how it shows up in your store:
>  [Image] [Image]

**[2026-05-14 05:14:50] admin/Pearl**

> I just wanted to let you know we can make some customizations to our widget to make it more aligned with your theme! ﻿Here are some suggestions:
>  [Image]
>  [Image]
>  What do you think? If you are interested in the above-mentioned changes (or any other style), just reply to this message and I will take it from there, absolutely free of charge! 😊
> 
>  Looking forward to your reply.

**[2026-05-14 05:16:04] user/Lily Luu**

> Hi Discounty team,
>  I’m using a Cart Goal campaign with multiple spend tiers:
>  $150+ → 5% $300+ → 8% $500+ → 10% $850+ → 15% $1300+ → 20% $2000+ → 25%
>  Everything works correctly regarding the highest tier being applied.
>  However, I’m having an issue combining the automatic discount with my customer reward discount codes (Shopify discount codes from my loyalty/rewards system).
>  When the Discounty campaign is active, reward codes cannot be applied at checkout.
>  What I need is:
>  Only the highest eligible Discounty tier applies Customers can still use their reward discount codes together with the automatic discount
>  Is this possible with Discounty? If yes, could you please guide me on the correct settings/configuration?
>  Thank you!

**[2026-05-14 05:17:30] admin/Pearl**

> Thanks for getting back to me, Lily!
>  Could you please let me know what type is the Shopify reward discount?
>  Is it an order or product discount?

**[2026-05-14 05:19:19] user/Lily Luu**

> ORDER DISCOUNT

**[2026-05-14 05:20:45] admin/Pearl**

> Great. Our tiered discounts are set to combine with product &amp; Shipping discounts (as far as Shopify limits allow) by default.
> 
>  As for the Order discounts, we can apply a little change to make them combine.
> 
>  In order for me to check, can I send you a collaborator access request please?

**[2026-05-14 05:21:58] user/Lily Luu**

> Hi Pearl,
>  Yes, absolutely — please send the collaborator access request.
>  Thank you so much for your help!

**[2026-05-14 05:22:30] admin/Pearl**

> My pleasure :)
>  Done. Let me know when its accepted please🙏

**[2026-05-14 05:24:29] user/Lily Luu**

> Hi Pearl,
>  I’ve accepted the collaborator access request 😊
>  Thank you!

**[2026-05-14 05:24:55] admin/Pearl**

> [GIF]

**[2026-05-14 05:29:29] admin/Pearl**

> Thank you for your patience.
>  I applied some changes. Could you please give me the name of the other order discount? I want to check its settings if possible.

**[2026-05-14 05:35:21] admin/Pearl**

> Are we still connected?👀

**[2026-05-14 05:50:48] admin/Pearl**

> Just checking in😊
>  Could you please let me know the name of the other Order discount?
>  I want to check its combination settings.
>  [Image]

**[2026-05-14 09:58:49] user/Lily Luu**

> Hi Pearl,
>  Yes, we’re still connected 😊
>  The other order discount comes from our loyalty app: Smile.io
>  Thank you! ​

**[2026-05-14 09:59:47] admin/Pearl**

> Great, thanks for letting me know.
>  I will have a quick look.

**[2026-05-14 09:59:57] user/Lily Luu**

> thank you!

**[2026-05-14 10:02:55] admin/Pearl**

> No problem. I can not find it in the Discounts section🤔
>  [Image]

**[2026-05-14 10:03:00] admin/Pearl**

> Could you please grant me access to the Apps section so I can check it directly from there?

**[2026-05-14 10:03:50] admin/Pearl**

> Never mind! Found it!

**[2026-05-14 10:04:46] user/Lily Luu**

> Perfect 👍

**[2026-05-14 10:06:02] admin/Pearl**

> they should now be combined:
>  [Image] [Image]

**[2026-05-14 10:06:08] admin/Pearl**

> Is there a way to test it?

**[2026-05-14 10:07:45] user/Lily Luu**

> Yes 😊
>  I’ll test it now by:
>  * adding products to reach a discount tier * applying a Smile.io reward code at checkout
>  I’ll let you know the result shortly.
>  Thank you! ​

**[2026-05-14 10:08:06] admin/Pearl**

> Great. I went to test myself but the campaign is expired

**[2026-05-14 10:08:20] admin/Pearl**

> Kindly reactivate to test and let me know how it goes💙

**[2026-05-14 10:22:54] admin/Pearl**

> I think its working now:
>  [Image]

**[2026-05-14 10:23:41] admin/Pearl**

> [Image]

**[2026-05-14 10:26:36] user/Lily Luu**

> [Image] I dont think so

**[2026-05-14 10:28:00] user/Lily Luu**

> [Image]

**[2026-05-14 10:29:54] admin/Pearl**

> I see. They are set to combine with each other but only on the lower tiers. When our automatic discount goes higher, its the only discount that applies because its the best discount:
>  [Image]

**[2026-05-14 10:35:48] user/Lily Luu**

> Hi Pearl,
>  It works now, thank you so much!
>  I have 3 more questions:
>  1. The saving text appears in green, but it does not match my website branding. How can I change this color to match my theme pink?
>  2. The discount tier table is now showing on the product page. I would like to hide this table from the product page. How can I disable it?
>  3. I have discount tiers from 5% to 25%. Is it possible to name each tier, for example: Silver, Gold, Platinum, Diamond, Elite, VIP?
>  Thank you! ​

**[2026-05-14 10:39:59] admin/Pearl**

> You are most welcome!
> 
>  1. Here is how to customize the color:
>  [Image] [Image]

**[2026-05-14 10:41:08] admin/Pearl**

> 2. You can remove the widget from the product page like this:
>  [Image] [Image]

**[2026-05-14 10:45:49] admin/Pearl**

> 3. Love the idea — tier names like Silver, Gold, Platinum would give your offer real personality! 💎
> 
>  Right now, Discounty doesn't support custom labels per tier — the widget displays each tier by its discount value and quantity. What you *can* do is name the campaign itself something like "VIP Tiers" or add a header above the widget on your product page to set the tone (e.g. "Unlock Silver, Gold &amp; Platinum savings").

**[2026-05-14 10:46:05] admin/Pearl**

> That said, this is fantastic feedback and exactly the kind of thing our team looks at when planning what to build next. I've passed it along to our product team so it's on their radar. 🙌

**[2026-05-14 10:46:47] admin/Pearl [note]**

> [App: Featurebase]

**[2026-05-14 10:50:33] admin/Pearl**

> Is there anything else I can help you set up in the meantime?

**[2026-05-14 10:54:08] user/Lily Luu**

> [Image] Hi, It does not work again

**[2026-05-14 10:56:26] admin/Pearl**

> Thanks for sharing. Yes, when our tiered discount goes over a certain number, Shopify will only apply the product discount:
>  [Image]

**[2026-05-14 10:56:49] admin/Pearl**

> We manage the creation of discounts within our app, while Shopify handles the application and combination of these discounts with other offers available on the platform.

**[2026-05-14 10:58:33] user/Lily Luu**

> Thank you so much, Pearl 💖
>  I completely understand now. I really appreciate your help and the clarification regarding Shopify’s discount limitations.
>  You’ve been incredibly helpful throughout this process 😊
>  Thanks again for taking the time to assist and also for forwarding the tier naming suggestion to your product team!
>  Have a lovely day ✨ ​

**[2026-05-14 10:59:22] admin/Pearl**

> Aw, you are absolutely welcome!
>  We are always happy to help so do not hesitate to reach out any time😍

**[2026-05-14 10:59:38] admin/Pearl**

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

**[2026-05-14 11:00:01] admin/Pearl**

> Can you make me happy by leaving a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: Discounty Review Link

**[2026-05-14 11:14:59] user/Lily Luu**

> yes, no probllem.

**[2026-05-14 11:22:04] bot/Luna**

> The agent you were working with is currently unavailable.
> 
>  Your message has been received and will be followed up as soon as they are back online. ​
>  If you would like, you can add any relevant details now to help us resolve this faster.

**[2026-05-14 11:22:56] admin/Pearl**

> Sorry about the bot.
>  Thank you so much!

**[2026-05-14 11:23:11] admin/Pearl**

> I’d love to know when it’s submitted so I can keep an eye out for it! Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈

**[2026-05-15 01:52:11] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-05-15 01:52:11] bot/Luna**

> [Conversation Rating Request]

</details>
