---
conversation_id: "215474060621980"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7253717/conversation/215474060621980?view=List"
shopify_domain: "oa-leather-supply.myshopify.com"
shopify_url: "https://oa-leather-supply.myshopify.com"
company_name: "OA Leather Supply"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-25T15:40:51Z"
closed_at: "2026-04-30T16:20:13Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Canada"
region_source: "company_country"
assignee_admin_id: "7253717"
assignee_name: "Miles"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mason", "Miles", "Rina"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Ian Guenter"
customer_email: "oaleathersupply@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 672
seconds_from_start_to_review_ask: 1447
seconds_from_handoff_to_review_ask: 1446
seconds_from_first_reply_to_review_ask: 775
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 25
customer_message_count: 7
admin_message_count_total: 21
note_count: 4
customer_word_count: 144
admin_word_count: 574
count_reopens: 1
count_assignments: 4
handling_time_seconds: 10005
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474131582384"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7253717/conversation/215474131582384?view=List"
review_rating: 5
review_posted_at: "2026-04-30T18:22:16Z"
seconds_from_ask_to_review: 440238
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 215474060621980 — OA Leather Supply ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7253717/conversation/215474060621980?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7253717/conversation/215474131582384?view=List)  ·  🔗 [Visit Shopify store](https://oa-leather-supply.myshopify.com)

## Overview
- **Merchant:** Ian Guenter — `oaleathersupply@gmail.com` (personal address on a free email provider)
- **Store:** oa-leather-supply.myshopify.com · 🌍 North Battleford, Saskatchewan, Canada
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** CAD
- **Store created on Shopify:** 2017-05-30
- **Public review score (StoreLeads):** 3.0 (2 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $299/yearly
- **Installed on:** 2026-04-25 15:33:30 UTC
- **Install to conversation start:** 7 minutes before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** CAD 3,090
- **Total orders through Discounty:** 20

## Summary
Merchant Ian Guenter set up their first Discounty quantity discount campaign and initially reported everything working well. Later they returned with an issue where a 5% discount was applying to hardware items below the 10-unit quantity threshold. Agent Miles identified that the campaign was set to 'Mix of products' instead of 'Same variants', and after the merchant updated the setting the issue was resolved. The merchant also agreed to leave a review.

> "Your app is awesome. Just came from another.. waited a month for tech support on a problem yours didn't even have out of the box."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-25 15:40:51 | +0s | — |
| Handed to human (Miles) | 2026-04-25 15:40:52 | +1s | +0s |
| First reply to customer | 2026-04-25 15:52:03 | +11m 12s | +11m 11s |
| Review requested by Mason | 2026-04-25 16:04:58 | +24m 7s | +24m 6s |
| Conversation closed | 2026-04-30 16:20:13 | +5d 0h | +5d 0h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-30 18:22:16 | +5d 2h | +5d 2h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | First campaign setup | Merchant created their first campaign and confirmed it was working correctly. | yes |
| 2 | Technical Bug | Discount applying below quantity threshold | Merchant reported that a 5% discount was being applied to hardware items even when the 10-unit quantity threshold had not been met. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +24m 7s after conversation start (+24m 6s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-30 18:22:16 UTC
- **Time from ask to review publish:** +5d 2h
- **Time from conversation start to publish:** +5d 2h
- **Match method:** `ok`
- **Shop name on review:** OA Leather Supply
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Great app and great customer service, Miles specifically was exceptional!

## Statistics
- **Messages:** 25 (7 customer, 21 admin)
- **Internal notes:** 4
- **Word count:** customer 144, admins 574
- **Total handling time (Intercom):** +2h 46m
- **Reopens:** 1
- **Assignments:** 4

## People involved
- **Agents who worked on it:** 3 (Mason, Miles, Rina)
- **Primary assignee:** Miles
- **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
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer expressed strong positive sentiment about the product and received high-quality, helpful support from the teammate, resulting in a low-effort, satisfying experience.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Discount condition UI was confusing — 'Same variants' option appeared greyed out, leading merchant to believe it was already selected when it was not

## Full transcript
<details>
<summary>Click to expand — 25 messages</summary>

**[2026-04-25 15:40:51] user/Ian Guenter [source]**

> I just created my first Discounty campaign.

**[2026-04-25 15:40:52] admin/Rina [note]**

> Quantity discount / Cart goal
>  Campaign Name: OAO Machine Thread
>  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":5,"discount":10},{"criteria":10,"discount":24}]
>  Include Filters: Products and variants
>  Exclude Filters: None
>  Sample Product List:
>  - OAO Machine Polyester Thread - Copper
> - OAO Machine Polyester Thread - White
> - OAO Machine Polyester Thread - Off White

**[2026-04-25 15:52:03] admin/Mason**

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

**[2026-04-25 16:02:03] user/Ian Guenter**

> Your app is awesome. Just came from another.. waited a month for tech support on a problem yours didn't even have out of the box.

**[2026-04-25 16:02:17] user/Ian Guenter**

> Everything is working beautifully. Thanks

**[2026-04-25 16:04:20] admin/Mason**

> Oh great, I am very happy to hear that.

**[2026-04-25 16:04:32] admin/Mason**

> So for now, is there anything I can help you with?

**[2026-04-25 16:04:58] admin/Mason**

> Also if nothing else for now and everything is going well, I was wondering, can you make me happy by leaving us a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍

**[2026-04-25 16:05:09] admin/Mason**

> [GIF]

**[2026-04-25 16:05:11] admin/Mason [note]**

> You can write it here: Discounty Review Link

**[2026-04-25 16:09:56] admin/Mason**

> It seems that you are no longer here.
>  I was just wondering if I could ask you a favor. Would you mind writing a review for us? ﻿​﻿ ​﻿﻿It will only take 2 tics. We are a small 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! ✨ Mentioning my name will be the cherry on top! 🍒😍
> 
>  To leave a review on Shopify, you can click on the link below: You can write it here: Discounty Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-04-26 12:37:40] admin/Mason**

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

**[2026-04-28 11:31:49] admin/Mason**

> Hi Ian,
> 
>  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! 🙌🏻

**[2026-04-28 11:32:01] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-04-28 11:32:01] bot/Luna**

> [Conversation Rating Request]

**[2026-04-30 13:20:40] user/Ian Guenter [open]**

> Hey there!
>  Yes happy with the app but I’ve spotted an issue. I sell hardware like buckles and what not and have a discount quantity break set up for 10+ quantity for 5% off (not mix and match) but noticed it is still applying the discount to hardware under the threshold in checkout ​
>  Ian

**[2026-04-30 13:54:14] admin/Miles [note]**

> checking campaigns

**[2026-04-30 15:37:04] admin/Miles**

> Hi Ian,
> 
>  This is Miles from Discounty. I’m happy to help while my teammate is currently out of office.
> 
>  I checked your campaign configuration, and I can see that the discount condition is currently set to Mix of products. With this setup, the 5% discount will apply when the cart includes 10 or more items from the products included in that campaign, even if they are different items.
> 
>  If you want the discount to apply only when a customer adds 10 or more of the same item to the cart, you’ll need to change the discount condition from Mix of products to Same variants.
>  [Image]
>  Could you please try that and let me know if it works as expected?

**[2026-04-30 16:10:40] user/Ian Guenter**

> Hi there,
>  Sorry about that, the greyed out field for Same Variants made it look like that’s what I had selected. So I’ve now actually selected it. Thank you for your help! ​
>  Ian

**[2026-04-30 16:12:18] admin/Miles**

> You're more than welcome, Ian, and it's truly an honor to help you and your business! 😊
> 
>  Is there anything else I can assist you with at this time?
>  If not, can I ask you for a quick favor? I promise it would just take less than 1 minute and 2 clicks, but helps me A LOT... 🙏

**[2026-04-30 16:13:25] user/Ian Guenter**

> yes i can do that ​

**[2026-04-30 16:14:30] admin/Miles**

> Thanks so much for considering it! 😍😌
>  I’d love it if you could make my day by leaving us a short review before you go! 🙈😍
> 
>  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:
>  ​﻿﻿​🔗 Discounty | Review Link
> 
>  Oh, and if you mention my name, I’ll be over the moon when I'm reading it 🌙
>  [Image]

**[2026-04-30 16:16:40] user/Ian Guenter**

> Done! Thanks again! ​
>  Sarah Sheppard
>  OA Leather Supply ​
>  CCO ​

**[2026-04-30 16:17:27] admin/Miles**

> Thanks, Sarah!
> 
>  Your kindness truly brightened my day! 🕺
>  Please don't hesitate to reach out anytime; it's always a pleasure to assist you.
> 
>  Wishing you a wonderful day! ✨ ﻿Your friend at Discounty, ﻿Miles

**[2026-04-30 16:20:11] admin/Miles [note]**

> Miles
>  MentionR 205

</details>
