---
conversation_id: "215474207743700"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474207743700?sidebar_tab=details&view=List"
shopify_domain: "uvm0xe-04.myshopify.com"
shopify_url: "https://uvm0xe-04.myshopify.com"
company_name: "FunChem"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-07T07:21:41Z"
closed_at: "2026-05-07T08:21:53Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat"
team_id: 7907909
all_admins_involved: ["Rick"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Hongjian Jin"
customer_email: "support@funchem.store"
contact_email_type: "team_mailbox"
contact_email_role_hint: "support"
seconds_to_human_handoff: 203
seconds_to_first_admin_reply: 204
seconds_from_start_to_review_ask: 204
seconds_from_handoff_to_review_ask: 1
seconds_from_first_reply_to_review_ask: 0
review_asked: true
review_ask_admin_name: "Luna"
num_messages: 56
customer_message_count: 24
admin_message_count_total: 25
note_count: 0
customer_word_count: 243
admin_word_count: 499
count_reopens: 1
count_assignments: 8
handling_time_seconds: 3445
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: 5
intercom_cx_score: 5
review_ticket_id: "215474209031592"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474209031592?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-07T10:30:42Z"
seconds_from_ask_to_review: 11137
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 215474207743700 — FunChem ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474207743700?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474209031592?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://uvm0xe-04.myshopify.com)

## Overview
- **Merchant:** Hongjian Jin — `support@funchem.store` (team mailbox (`support@…` — a shared inbox, not a single person))
- **Store:** uvm0xe-04.myshopify.com · 🌍 Seattle, Washington, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2025-06-02

## App usage — Discounty
- **Discounty plan:** Essential — $299/yearly
- **Installed on:** 2026-05-07 07:17:50 UTC
- **Install to conversation start:** 3 minutes before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 2,246
- **Total orders through Discounty:** 6

## Summary
Merchant Hongjian Jin wanted a discount to upgrade their Discounty plan, noting that their other store was on a legacy Essential plan at $199/year. After the AI bot was unable to provide a discount code, a human agent (Rick) escalated internally and secured the legacy pricing for the merchant's second store via a custom discount code. The issue was fully resolved and the merchant left a positive review.

> "To be honest, we were pretty close to uninstalling because the new pricing changed the economics for us quite a bit."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-07 07:21:41 | +0s | — |
| Handed to human (Rick) | 2026-05-07 07:25:04 | +3m 23s | +0s |
| First reply to customer | 2026-05-07 07:25:05 | +3m 24s | +1s |
| Review requested by Luna | 2026-05-07 07:25:05 | +3m 24s | +1s |
| Conversation closed | 2026-05-07 08:21:53 | +1h 0m | +56m 49s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-07 10:30:42 | +3h 9m | +3h 5m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Legacy pricing / discount request | Merchant requested a discount code to upgrade their plan, citing that their other store was on the Essential plan at the old price of $199/year and wanted the same rate applied to this store. | yes |

## 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) explained how to apply an existing discount code and informed the merchant it could not generate new codes, then routed the merchant to a human agent after repeated requests for a real person.

## Review request
- **Asked:** Yes — +3m 24s after conversation start (+1s after human handoff)
- **Requested by:** Luna
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-07 10:30:42 UTC
- **Time from ask to review publish:** +3h 5m
- **Time from conversation start to publish:** +3h 9m
- **Match method:** `ok`
- **Shop name on review:** FunChem
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Great support experience! The instructions from Rick were clear and easy to follow, and everything worked perfectly. Fast and helpful customer service. Thank you!

## Statistics
- **Messages:** 56 (24 customer, 25 admin)
- **Internal notes:** 0
- **Word count:** customer 243, admins 499
- **Total handling time (Intercom):** +57m 25s
- **Reopens:** 1
- **Assignments:** 8
- **SLA:** Free Chats First 15min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Rick)
- **Primary assignee:** Rick
- **Team / Inbox:** Chat

## Tags & Topics
- **Tags:** Started by Chat, Low CSAT for Fin, Discounty - asked for review, Expected reply time sent
- **Topics:** DS - Asked for review, Urgency 3

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer initially sought a discount and was dissatisfied with the AI Agent's inability to provide one, escalating to a teammate. The teammate acknowledged the customer's concerns about pricing policy, offered a personalized discount, and successfully resolved the issue, resulting in strong positive customer sentiment.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Price increase on new plans made upgrading economically unviable for the merchant compared to their legacy-priced store

## Full transcript
<details>
<summary>Click to expand — 56 messages</summary>

**[2026-05-07 07:21:41] user/Hongjian Jin [source]**

> Any discount?

**[2026-05-07 07:21:55] bot/Luna**

> Hi Hongjian - I’m Luna, an AI assistant. Yes, we do occasionally offer special promo discounts on subscription plans, but they’re not always active and can depend on current promos and eligibility.
>  To check if you qualify:
>  - Open your Discounty account dashboard and look for any promo that appears there.
> - If you already have a discount code, you can apply it in the app: Plans → Pay Monthly → enter code in “Discount code” (Pay Yearly doesn’t have a code field).
>  If you tell me whether you’re on Pay Monthly or Pay Yearly, I can point you to the right place to apply it.

**[2026-05-07 07:21:55] bot/Luna**

> Is that what you were looking for?

**[2026-05-07 07:22:28] user/Hongjian Jin**

> Pay Monthly discount code

**[2026-05-07 07:22:34] bot/Luna**

> To use a Pay Monthly discount code, Hongjian, enter it in the app during checkout.
>  Steps:
>  1. Open Discounty
> 2. Go to Plans
> 3. Choose Pay Monthly
> 4. Type your code into the Discount code field (right side)
> 5. Confirm your subscription
>  Extra: Pay Yearly doesn’t have a discount code field.

**[2026-05-07 07:22:35] bot/Luna**

> Did that answer your question?

**[2026-05-07 07:22:50] user/Hongjian Jin**

> i want you give me a discount code

**[2026-05-07 07:23:01] bot/Luna**

> I can’t generate or provide a discount code for you, Hongjian, because discounts are only available when there’s an active promo and you’re eligible for it.
>  What you can do:
>  1. Open Discounty and go to your account dashboard to see if any promo appears there.
> 2. If you already have a code, apply it in the app: Plans → Pay Monthly → enter it in “Discount code” → confirm.
>  Extra: Pay Yearly doesn’t have a discount code field.

**[2026-05-07 07:23:01] bot/Luna**

> Was that helpful?

**[2026-05-07 07:23:13] user/Hongjian Jin**

> i want a real person

**[2026-05-07 07:23:17] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share a bit more about your request so they can assist you more efficiently?

**[2026-05-07 07:23:29] user/Hongjian Jin**

> i want discount

**[2026-05-07 07:23:38] bot/Luna**

> I can’t generate or provide a discount code, Hongjian, because discounts are only available when there’s an active promo and you’re eligible for it.
>  What you can do:
>  1. Check your Discounty account dashboard to see if a promo appears there.
> 2. If you already have a code, apply it in the app: Plans → Pay Monthly → enter it in “Discount code” → confirm.
>  Extra: Pay Yearly doesn’t have a discount code field.

**[2026-05-07 07:23:39] bot/Luna**

> Did that answer help, or do you still need help from someone?

**[2026-05-07 07:23:51] user/Hongjian Jin**

> No, I still need help 👤

**[2026-05-07 07:23:55] bot/Luna**

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

**[2026-05-07 07:24:44] user/Hongjian Jin**

> I have a question

**[2026-05-07 07:24:45] 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:

**[2026-05-07 07:24:46] bot/Luna**

> [Conversation Rating Request]

**[2026-05-07 07:24:46] 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 support@funchem.store.

**[2026-05-07 07:25:05] admin/Luna**

> We're really sorry that your experience didn't meet your expectations. 😔 To assist you more quickly, we're passing your conversation along to the team for further review. If you have any additional details, such as screenshots or specific examples, please feel free to share them with us. We're here to help! 💙

**[2026-05-07 07:25:36] admin/Rick**

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

**[2026-05-07 07:26:06] user/Hongjian Jin**

> I want discount to upgrade my plan

**[2026-05-07 07:29:08] admin/Rick**

> I'm afraid the only discount we're offering right now is the one that you can already see is applied to prices, and we don't offer any other type of discount on our plans at the moment 🙏🏻
>  [Image]

**[2026-05-07 07:30:10] user/Hongjian Jin**

> [Image] the price applied to my other acct for essential plan is 199/year

**[2026-05-07 07:30:28] user/Hongjian Jin**

> why it differs on this acct

**[2026-05-07 07:32:47] admin/Rick**

> We had a change in our prices a few days ago, that's why you're seeing different prices.
>  You can see it says Legacy right next to the plan name:
>  [Image]
>  You can use the plan with the old price in the other store, but if you want to upgrade this store now, you need to choose from the new plans.

**[2026-05-07 07:34:22] user/Hongjian Jin**

> I understand there was a recent pricing update, but since I was already actively considering upgrading before the price change, I was hoping you could help honor the previous pricing for this store as well.

**[2026-05-07 07:34:30] user/Hongjian Jin**

> We’re planning to continue growing with your platform long-term, so maintaining the original pricing would really help us move forward more comfortably.

**[2026-05-07 07:37:18] admin/Rick**

> What can I say, I don't want to be the one to say no,
>  Let me see what I can do and get back to you 😉

**[2026-05-07 07:43:49] user/Hongjian Jin**

> I really appreciate that, Rick — thank you.

**[2026-05-07 07:44:05] user/Hongjian Jin**

> To be honest, we were pretty close to uninstalling because the new pricing changed the economics for us quite a bit.

**[2026-05-07 07:44:20] user/Hongjian Jin**

> We genuinely like the platform and would prefer to continue growing with it long-term, so if there’s any way you can help us stay closer to the previous pricing, it would make a big difference for us.

**[2026-05-07 07:52:36] admin/Rick**

> I got you, my friend!!
>  I talked to the team, and managed to get you the annual Essential plan for the same price as your other store ($199/year) 😍

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

> To get this done, please:
>  1. Head over to the Plans tab.
> 2. Downgrade back to the Starter plan (our free plan) for a second
> 3. Apply this discount code on the top-right box: funchemess
> 4. After applying, you'll see the price change. Now upgrade to the Essential plan again

**[2026-05-07 07:54:55] admin/Rick**

> Would you please try this and let me know how it goes? 🤗

**[2026-05-07 07:58:42] admin/Rick**

> Are we still connected, my friend? :(

**[2026-05-07 08:03:56] user/Hongjian Jin**

> I already activated the 7-day free trial on the Essential plan.

**[2026-05-07 08:04:01] user/Hongjian Jin**

> In this case, how should I apply the discount code?

**[2026-05-07 08:04:21] admin/Rick**

> Just do what I described step-by-step.

**[2026-05-07 08:04:53] user/Hongjian Jin**

> let me try

**[2026-05-07 08:05:07] admin/Rick**

> First step, downgrade back to the Starter plan:
>  [Image]

**[2026-05-07 08:05:15] admin/Rick**

> Great! I'll wait for you.

**[2026-05-07 08:08:22] user/Hongjian Jin**

> It worked successfully after following your steps.

**[2026-05-07 08:08:28] user/Hongjian Jin**

> Thank you for your help and support!

**[2026-05-07 08:08:37] admin/Rick**

> Awesomeeee! My absolute pleasure, my friend 😇 You're more than welcome!
> 
>  Is there anything else I can assist you with at the moment?

**[2026-05-07 08:08:46] 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.

**[2026-05-07 08:09:04] user/Hongjian Jin**

> sure

**[2026-05-07 08:09:23] admin/Rick**

> Thanks 😍
> 
>  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:
>  Discounty Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-05-07 08:11:49] user/Hongjian Jin**

> [Image] done~

**[2026-05-07 08:12:12] admin/Rick**

> Wow! I appreciate your kindness 😍 ﻿Can't wait to read your kind words.

**[2026-05-07 08:13:24] user/Hongjian Jin**

> 😊

**[2026-05-07 08:13:33] 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! 🫶🏻
>  [GIF]

**[2026-05-07 08:14:22] bot/Luna**

> Help Rick understand how they’re doing:

**[2026-05-07 08:14:22] bot/Luna**

> [Conversation Rating Request]

**[2026-05-07 08:14:42] user/Hongjian Jin [open]**

> Thank you so much for your help, Rick! Everything is working perfectly now. Have a great day as well! 😊

</details>
