---
conversation_id: "215474386266839"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474386266839?view=List"
shopify_domain: "3iimrb-4b.myshopify.com"
shopify_url: "https://3iimrb-4b.myshopify.com"
company_name: "Pure Paradise Beverage"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-21T03:37:02Z"
closed_at: "2026-05-21T04:38:45Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Nilou"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Emily Ekanayake"
customer_email: "info@drinkpureparadise.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 357
seconds_to_first_admin_reply: 357
seconds_from_start_to_review_ask: 3308
seconds_from_handoff_to_review_ask: 2951
seconds_from_first_reply_to_review_ask: 2951
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 79
customer_message_count: 29
admin_message_count_total: 36
note_count: 1
customer_word_count: 216
admin_word_count: 763
count_reopens: 1
count_assignments: 6
handling_time_seconds: 2848
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 - without Subi"
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474389612051"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474389612051"
review_rating: 5
review_posted_at: "2026-05-21T11:07:38Z"
seconds_from_ask_to_review: 23728
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 215474386266839 — Pure Paradise Beverage ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474386266839?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474389612051)  ·  🔗 [Visit Shopify store](https://3iimrb-4b.myshopify.com)

## Overview
- **Merchant:** Emily Ekanayake — `info@drinkpureparadise.com` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** 3iimrb-4b.myshopify.com · 🌍 San Jose, California, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2025-08-27

## App usage — Notify Me!
- **Notify Me! plan:** Starter (YEARLY)
- **Installed on:** 2026-05-21 03:16:46 UTC
- **Install to conversation start:** 20 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 0

## Summary
Merchant Emily reported that the pre-order button was not appearing on her live Shopify store, only showing 'Notify Me' and 'Add to Wishlist' options despite all settings appearing correct. The AI bot attempted several standard troubleshooting steps without success before escalating to human agent Nilou, who identified that a subscription selling plan was conflicting with the pre-order selling plan (Shopify does not allow stacking multiple selling plans). After Emily disabled the subscription selling plan, a hard browser refresh resolved the display issue. The agent also moved the wishlist button to the header at the merchant's request.

> "we sold out at an event this weekend so want to get orders in for pre-order for next round"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-21 03:37:02 | +0s | — |
| Handed to human (Nilou) | 2026-05-21 03:42:59 | +5m 57s | +0s |
| First reply to customer | 2026-05-21 03:42:59 | +5m 57s | +0s |
| Review requested by Nilou | 2026-05-21 04:32:10 | +55m 8s | +49m 11s |
| Conversation closed | 2026-05-21 04:38:45 | +1h 1m | +55m 46s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-21 11:07:38 | +7h 30m | +7h 24m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Pre-order button not showing on live page | The merchant asked why the pre-order button was not appearing on the live product page despite all required settings being enabled. | yes |
| 2 | Integration | Subscription selling plan conflict with pre-order selling plan | The merchant needed to understand why the subscription selling plan was preventing the pre-order button from displaying. | yes |
| 3 | How-To / Setup | Wishlist button repositioning | The merchant requested that the wishlist button be moved to the upper right corner of the header. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first - without Subi
- **Intercom's resolution state:** Escalated
- **What Fin did:** The AI bot (Luna) walked the merchant through several standard troubleshooting steps for the missing pre-order button, failed to resolve the issue, and then escalated the conversation to the human support team.

## Review request
- **Asked:** Yes — +55m 8s after conversation start (+49m 11s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-21 11:07:38 UTC
- **Time from ask to review publish:** +6h 35m
- **Time from conversation start to publish:** +7h 30m
- **Match method:** `ok`
- **Shop name on review:** Pure Paradise Beverage
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Nilou was fabulous! She understood the issue and resolved it quickly. She also provided additional layout features to enhance the page.

## Statistics
- **Messages:** 79 (29 customer, 36 admin)
- **Internal notes:** 1
- **Word count:** customer 216, admins 763
- **Total handling time (Intercom):** +47m 28s
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 1

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced a negative product issue with the pre-order button not showing on the live page. The AI Agent provided detailed guidance but could not resolve it, so a teammate took over and successfully resolved the issue after troubleshooting.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Shopify does not support stacking multiple selling plans on the same product, causing the subscription selling plan to block the pre-order button from displaying

## Full transcript
<details>
<summary>Click to expand — 79 messages</summary>

**[2026-05-21 03:37:02] user/Emily Ekanayake [source]**

> Hi there, the widget is not showing up on our shopify store for the pre-order button. Only the notify me and add to wishlist

**[2026-05-21 03:37:08] 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:
>  -
>  215474386202538

**[2026-05-21 03:37:13] bot/Luna**

> I'll connect you with someone from our team who can help with this. Meanwhile, could you share any additional details about the issue to help them assist you more efficiently?

**[2026-05-21 03:37:33] user/Emily Ekanayake**

> [Image]

**[2026-05-21 03:37:53] bot/Luna**

> The pre-order button only shows when the product is set up to allow out-of-stock purchases, and when pre-order visibility is enabled in our app.
>  Steps:
>  1. In Shopify Admin → Products → open the product → for each variant, set inventory to 0 or less, enable “Track quantity,” and enable “Continue selling when out of stock” (or “Allow out-of-stock purchases”).
> 2. In Shopify Admin → Notify Me app → Pre-order → Settings → Visibility status → Edit → turn on Pre-order for product pages.
> 3. In Shopify Admin → Online Store → Themes → Customize → App embeds → make sure “Notify Me!” app embed is on → Save.
>  [Image] Extra: If you recently changed themes, the app embed often needs to be re-enabled.
>  Sources: Troubleshooting: Pre-Order Button Not Showing on Sold-Out Products Activating Pre-Order: Steps and Benefits Managing Page Visibility for Pre-order Buttons

**[2026-05-21 03:37:54] bot/Luna**

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

**[2026-05-21 03:38:58] user/Emily Ekanayake**

> All of these settings are on

**[2026-05-21 03:39:15] bot/Luna**

> If all the usual settings are on, the next most common reason is that the product is included in an offer that’s not active, or the theme can’t find the Add to Cart button to replace it with Pre-order.
>  Steps:
>  1. In Shopify Admin → Notify Me app → Preorder → Dashboard → check the Offers table and confirm the offer that applies to this product is Active (including the Default Offer if you’re using it).
> 2. If you’re on a custom theme or page builder, try a quick cache refresh and confirm the theme isn’t hiding or changing the Add to Cart selector (the Pre-order button replaces Add to Cart).
>  Extra: Double-check every variant meets the conditions, since one variant can hide the button.
>  Sources: Troubleshooting: Pre-Order Button Not Showing on Sold-Out Products Activating Pre-Order: Steps and Benefits

**[2026-05-21 03:39:15] bot/Luna**

> Is that what you were looking for?

**[2026-05-21 03:39:22] user/Emily Ekanayake**

> offer is set as active

**[2026-05-21 03:39:35] user/Emily Ekanayake**

> [Image]

**[2026-05-21 03:39:35] bot/Luna**

> If the offer is active and the usual settings are on, the next thing to check is that the Pre-order button is being blocked because the theme can’t find the Add to Cart button to replace it with Pre-order.
>  Steps:
>  1. In Shopify Admin → Online Store → Themes → Customize → App embeds, confirm the Notify Me app embed is on, then Save.
> 2. On the product page, make sure the Add to Cart button is actually visible in the theme (Pre-order replaces Add to Cart).
> 3. Double-check every variant meets the conditions (inventory 0 or less, Track quantity, Continue selling when out of stock), since one variant can hide the button.
>  Extra: If you recently changed themes, the app embed often needs to be re-enabled.
>  [Image] Sources: Troubleshooting: Pre-Order Button Not Showing on Sold-Out Products Activating Pre-Order: Steps and Benefits When and Where The Pre-Order Button Appears

**[2026-05-21 03:39:35] bot/Luna**

> Did that answer your question?

**[2026-05-21 03:39:52] bot/Luna**

> If the Default Offer is active and your product is sold out, the next thing to check is that the Pre-order button can actually replace the Add to Cart button on that product page.
>  Steps:
>  1. In Shopify, open the product and check each variant has: Track quantity on, Continue selling when out of stock on, and inventory 0 or less.
> 2. Confirm the product page still has an Add to Cart button present (Pre-order replaces it).
> 3. If you recently changed themes or made theme edits, re-check the Notify Me app embed is enabled in Online Store → Themes → Customize.
>  Extra: If any one variant doesn’t meet the conditions, it can hide the Pre-order button.
>  Sources: Troubleshooting: Pre-Order Button Not Showing on Sold-Out Products Activating Pre-Order: Steps and Benefits When and Where The Pre-Order Button Appears

**[2026-05-21 03:39:52] bot/Luna**

> Did that answer your question?

**[2026-05-21 03:42:01] user/Emily Ekanayake**

> [Image] when i am in settings for product page it displays correctly but not when I am on the live page.
>  page is also saved

**[2026-05-21 03:42:08] bot/Luna**

> Thanks for sticking with me on this. It sounds like you're still blocked on the pre-order button not showing on the live page despite correct settings. I’m sharing this with our support team now so they can jump in.

**[2026-05-21 03:42:19] bot/Luna**

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

**[2026-05-21 03:42:42] user/Emily Ekanayake**

> A major feature has stopped working

**[2026-05-21 03:42:43] bot/Luna**

> Got it, 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:

**[2026-05-21 03:42:44] bot/Luna**

> [Conversation Rating Request]

**[2026-05-21 03:42:44] 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@drinkpureparadise.com.

**[2026-05-21 03:42:49] bot/Luna [conversation_summary]**

> Question The customer contacted us because the pre-order button does not appear on their live Shopify product page despite correct settings, showing only "notify me" and "add to wishlist" options. Summary • Customer reports the pre-order button does not show on the live Shopify store product page, only "notify me" and "add to wishlist" appear, despite correct settings.
> • Support confirms all required settings are enabled: inventory zero or less per variant, "continue selling when out of stock" on, pre-order visibility enabled, app embed active, and offer set as active.
> • Support suggests the theme may not detect the Add to Cart button for replacement by Pre-order, advises checking theme compatibility, app embed status, and variant conditions.
> • Customer states the pre-order button displays correctly in product page settings but not on the live site, with the page saved.
> • Support escalates issue to the team as a major feature failure, requests additional details and screenshots, and informs customer of expected reply time.

**[2026-05-21 03:42:59] admin/Nilou**

> Hi Emily, This is Nilou here from the team. Hope you're having a great day/night😊 Thank you for reaching out

**[2026-05-21 03:43:11] user/Emily Ekanayake**

> Hi there Nilou! Same to you!

**[2026-05-21 03:43:23] user/Emily Ekanayake**

> Are you able to see the notes above on the issue I am facing?

**[2026-05-21 03:43:36] admin/Nilou**

> Thank you!
>  Would you please share the link where Preorder is not displayed as expected?

**[2026-05-21 03:43:41] admin/Nilou**

> Yes!

**[2026-05-21 03:44:07] user/Emily Ekanayake**

> https://www.drinkpureparadise.com/products/kaffe-lemonade-4pk-12oz?variant=52582301303149

**[2026-05-21 03:46:25] admin/Nilou**

> Thank you! Would you please confirm the "Continue selling when out of stock" is enabled on the item?

**[2026-05-21 03:46:36] user/Emily Ekanayake**

> yes

**[2026-05-21 03:46:40] admin/Nilou**

> Please navigate to your Products in the Shopify admin, open the product, and update each variant’s inventory settings like in the screenshot below:
>  [Image]

**[2026-05-21 03:46:46] admin/Nilou**

> Thanks! ^-^

**[2026-05-21 03:46:56] user/Emily Ekanayake**

> yep that is checked

**[2026-05-21 03:47:46] admin/Nilou**

> Got it! Then it most be the subscription selling plan preventing it from displaying Let me check your Preorder offer please

**[2026-05-21 03:51:26] admin/Nilou**

> Ok, you seem to not be needing any of the preorder's advanced settings (like partial payment, fulfillment date up to you, etc.) Basically the important note here is that Preorder runs by adding a selling plan to the order by default. But the item already has a selling plan: the subscription selling plan And it's not possible within Shopify to stack multiple selling plans on the same item As a workaround for this, I could disable the selling plan add on your items, from the backend By doing this, you'll lose access to the advanced settings on preorder offer Basically you'll be able to only add a simple preorder button that charges customers on the spot and immediately fulfills it Would you like me to go ahead with this change?

**[2026-05-21 03:52:06] user/Emily Ekanayake**

> ahh okay so I would have to disable subscription orders?

**[2026-05-21 03:52:49] admin/Nilou**

> Not necessarily You could do that Or you could remove the preorder selling plan here on our side Which one are you more comfortable with?

**[2026-05-21 03:55:03] user/Emily Ekanayake**

> I want to be able to have customers pre-order

**[2026-05-21 03:55:12] user/Emily Ekanayake**

> i just disabled the subcription

**[2026-05-21 03:55:29] user/Emily Ekanayake**

> but it is still not showing

**[2026-05-21 03:57:13] admin/Nilou**

> Got it, let me check please

**[2026-05-21 03:58:17] user/Emily Ekanayake**

> thank you!

**[2026-05-21 04:00:06] admin/Nilou**

> Can you please try hard refreshing your browser? Sometimes changes made to the website aren't always visible until you perform a hard refresh. This is my current view:
>  [Image] To hard refresh on Google Chrome on Windows, there are two ways you can do it:
>  1. Hold down Ctrl and click the Reload button.
> 2. Or Hold down Ctrl and press F5.
>  To do a hard refresh on Google Chrome on Mac, there are two ways that you can do it:
>  1. Hold down Shift and click the Reload button.
> 2. Or Hold down Command, Shift and click the ‘R’ key. ​

**[2026-05-21 04:01:29] admin/Nilou**

> Also I made this suggestion to you on another thread ^-^ I'll resend it here just in case you did not have the chance to check it I noticed the wishlist access button is currently in the bottom left corner. Would you be interested in moving it to your header as a heart icon instead?
> 
>  [Image] It tends to be more visible and intuitive for customers up there, and the heart icon is instantly recognizable. Could help improve engagement with your wishlist feature.
>  Let me know if you'd like me to make that change for you – takes just a minute! ^-^

**[2026-05-21 04:03:19] admin/Nilou [note]**

> .header__search

**[2026-05-21 04:03:30] admin/Nilou**

> Are we still connected?
>  [Image]

**[2026-05-21 04:13:59] user/Emily Ekanayake**

> oh maybe that will work!

**[2026-05-21 04:14:07] user/Emily Ekanayake**

> i did it from my phone and it did work

**[2026-05-21 04:14:16] user/Emily Ekanayake**

> should be good now!

**[2026-05-21 04:14:20] user/Emily Ekanayake**

> thank you!

**[2026-05-21 04:16:30] admin/Nilou**

> Awesome! You're absolutely welcome ^-^

**[2026-05-21 04:16:54] admin/Nilou**

> Feel free to take me up on my offers on both threads I'll be happy to help you further

**[2026-05-21 04:16:59] admin/Nilou**

> Are you set for now?

**[2026-05-21 04:17:11] admin/Nilou**

> If so, may I ask something if it's ok with you?

**[2026-05-21 04:17:31] user/Emily Ekanayake**

> i would love to move the wishlist to upper right corner

**[2026-05-21 04:17:47] admin/Nilou**

> Awesome! I'm on it ^-^

**[2026-05-21 04:17:59] user/Emily Ekanayake**

> thank you! was there any other suggestions you had?

**[2026-05-21 04:18:32] admin/Nilou**

> Yes! I had also sent this suggestion: ​
>  This feature isn’t included in the Lite plan, but I’d love to offer you a special Welcome gift 🎁😍. I’d be more than happy to set up a Low Stock inventory threshold for you, so the stock will only show when it drops below a certain number.
>  [Image] How does that sound? And which number would you like me to set? 🔢

**[2026-05-21 04:20:25] admin/Nilou**

> ✅Done
>  [Image]

**[2026-05-21 04:22:58] user/Emily Ekanayake**

> right now we dont' need that feature as we are 100% out of stock but thank you for the offer!

**[2026-05-21 04:23:21] user/Emily Ekanayake**

> we sold out at an event this weekend so want to get orders in for pre-order for next round

**[2026-05-21 04:25:08] admin/Nilou**

> Got it ^-^ Feel free to reach out to us whenever you need it

**[2026-05-21 04:25:26] admin/Nilou**

> By the way, may I ask for a small favor?

**[2026-05-21 04:25:33] admin/Nilou**

> It will only take 2 seconds

**[2026-05-21 04:30:58] admin/Nilou**

> [Image]

**[2026-05-21 04:31:42] user/Emily Ekanayake**

> sure

**[2026-05-21 04:32:10] admin/Nilou**

> Thank you!!😍 I was wondering if I could make things a bit easier for you today and you feel like I've provided you with 5-star service, can you consider writing a quick review?
> 
>  You can write it here: ﻿​﻿Notify me! | Review Link And if you happen to mention my name it will be the cherry on top and truly make my day! 🍒😍﻿​﻿﻿​

**[2026-05-21 04:34:24] admin/Nilou**

> It would mean a lot to me if you consider it🥹

**[2026-05-21 04:36:20] user/Emily Ekanayake**

> certainly

**[2026-05-21 04:36:42] admin/Nilou**

> Thank you!! You're the best😍🙏

**[2026-05-21 04:36:49] admin/Nilou**

> If its not too much to ask, can you let me know when its submitted please?🥹

**[2026-05-21 04:37:07] user/Emily Ekanayake**

> just did

**[2026-05-21 04:37:44] admin/Nilou**

> [GIF]

**[2026-05-21 04:38:10] admin/Nilou**

> Thank you again😊💗 If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-05-21 04:38:25] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-21 04:38:25] bot/Luna**

> [Conversation Rating Request]

**[2026-05-21 04:38:25] user/Emily Ekanayake [open]**

> thank you! have a great night!

**[2026-05-21 04:38:42] admin/Nilou**

> You too!😍 Have a great one!

</details>
