---
conversation_id: "215474023167229"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474023167229?view=List"
shopify_domain: "vkjvbh-qq.myshopify.com"
shopify_url: "https://vkjvbh-qq.myshopify.com"
company_name: "Afficheo.fr"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-22T15:43:45Z"
closed_at: "2026-05-06T11:45:41Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "France"
region_source: "company_country"
assignee_admin_id: "6857170"
assignee_name: "Stella"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Aaron", "Pearl", "Sam", "Stella"]
agent_count: 4
agent_count_bucket: "3+"
customer_name: "Audryc Bulot"
customer_email: "afficheo.fr@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 117
seconds_to_first_admin_reply: 117
seconds_from_start_to_review_ask: 12189
seconds_from_handoff_to_review_ask: 12072
seconds_from_first_reply_to_review_ask: 12072
review_asked: true
review_ask_admin_name: "Sam"
num_messages: 38
customer_message_count: 7
admin_message_count_total: 42
note_count: 7
customer_word_count: 194
admin_word_count: 593
count_reopens: 1
count_assignments: 8
handling_time_seconds: 27384
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: null
intercom_cx_score: 5
review_ticket_id: "215474191347841"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474191347841?view=List"
review_rating: 5
review_posted_at: "2026-05-06T02:18:00Z"
seconds_from_ask_to_review: 1149066
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 215474023167229 — Afficheo.fr ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474023167229?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474191347841?view=List)  ·  🔗 [Visit Shopify store](https://vkjvbh-qq.myshopify.com)

## Overview
- **Merchant:** Audryc Bulot — `afficheo.fr@gmail.com` (personal address on a free email provider)
- **Store:** vkjvbh-qq.myshopify.com · 🌍 Douai, Hauts-de-France, France
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** EUR
- **Store created on Shopify:** 2026-02-24

## App usage — Discounty
- **Discounty plan:** Starter
- **Installed on:** 2026-03-18 09:52:03 UTC
- **Install to conversation start:** 1 month before this conversation
- **Uninstalled on:** 2026-05-08 17:03:45 UTC ⚠️
- **Active:** No
- **Sales revenue through Discounty:** EUR 298
- **Total orders through Discounty:** 1

## Summary
The merchant signed up for the app ahead of a store launch that was delayed, and requested a refund since they hadn't placed any orders. The support team found that campaigns had been created during the billing period, so a partial refund was issued as a goodwill gesture for the first invoice. The merchant downgraded to the free plan, and once the second invoice was paid, a full refund for that period was also processed as previously agreed.

> "I hope to come back later."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-22 15:43:45 | +0s | — |
| Handed to human (Stella) | 2026-04-22 15:45:42 | +1m 57s | +0s |
| First reply to customer | 2026-04-22 15:45:42 | +1m 57s | +0s |
| Review requested by Sam | 2026-04-22 19:06:54 | +3h 23m | +3h 21m |
| Conversation closed | 2026-05-06 11:45:41 | +13d 20h | +13d 19h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-06 02:18:00 | +13d 10h | +13d 10h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Refund request for unused subscription | The merchant asked for a refund on charges incurred during a period when their store had not launched and they had not actively used the app. | yes |
| 2 | Billing | Second invoice refund | The merchant followed up to request a refund for the second billing cycle charge as agreed with the previous agent. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The Luna bot triaged the incoming request, asked for additional details and screenshots, assigned the conversation to the human support team, and sent conversation rating requests.

## Review request
- **Asked:** Yes — +3h 23m after conversation start (+3h 21m after human handoff)
- **Requested by:** Sam
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-06 02:18:00 UTC
- **Time from ask to review publish:** +13d 7h
- **Time from conversation start to publish:** +13d 10h
- **Match method:** `ok`
- **Shop name on review:** Afficheo.fr
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:** *(empty — merchant only gave a star rating, no written feedback)*

## Statistics
- **Messages:** 38 (7 customer, 42 admin)
- **Internal notes:** 7
- **Word count:** customer 194, admins 593
- **Total handling time (Intercom):** +7h 36m
- **Reopens:** 1
- **Assignments:** 8
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 4 (Aaron, Pearl, Sam, Stella)
- **Primary assignee:** Stella
- **Team / Inbox:** Chat 2

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer sought a refund due to delayed website launch and was assisted effectively by teammates who offered a partial refund and processed payments. The customer expressed appreciation and willingness to return.

## Attachments referenced in transcript
- `invoice_509077096_2.pdf`

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** yes
- **Competitors mentioned:** —
- **External blockers:** —

## Full transcript
<details>
<summary>Click to expand — 38 messages</summary>

**[2026-04-22 15:43:45] user/Audryc Bulot [source]**

> Hello, I signed up for your app in anticipation of an upcoming website launch, but the launch has been delayed. I was still charged for a full month even though no orders were placed on my store, so I didn’t use the app at all. Could you please issue a refund for this charge? Thank you in advance, Best regards.

**[2026-04-22 15:43:58] bot/Luna**

> Thank you for sharing this, Audryc. I’m connecting you with someone from our team who can assist with your refund request—while you wait, could you please provide any additional details that might help them resolve this faster?

**[2026-04-22 15:44:32] bot/Luna**

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

**[2026-04-22 15:44:53] user/Audryc Bulot**

> I have an issue that's slowing me down

**[2026-04-22 15:44:54] 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:

**[2026-04-22 15:44:55] bot/Luna**

> [Conversation Rating Request]

**[2026-04-22 15:44:56] 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 afficheo.fr@gmail.com.

**[2026-04-22 15:45:42] admin/Sam**

> Hi Audryc,
>  This is Sam here from the team. I hope you are doing well.
> 
>  I'm glad you reached out to us. Please let me take a closer look at your request, and I’ll be back with an update shortly. Thanks for your patience.

**[2026-04-22 15:47:24] admin/Sam [note]**

> [Image]

**[2026-04-22 15:51:14] admin/Sam**

> Ce message a été supprimé

**[2026-04-22 15:51:24] admin/Sam**

> Would you please share your Shopify invoice with me?

**[2026-04-22 15:51:53] admin/Sam [note]**

> remote's not accessible

**[2026-04-22 16:42:14] user/Audryc Bulot**

> [Image] [Attachment: "invoice_509077096_2.pdf"]
>  Here it is, the first invoice (page 2). And there is a 2nd invoice coming soon. (screen)

**[2026-04-22 16:49:19] 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.

**[2026-04-22 16:51:48] admin/Sam**

> Thank you. Please give me some time to review the logs and I'll be back with you in approximately an hour.

**[2026-04-22 16:51:58] admin/Sam [note]**

> check remote connection

**[2026-04-22 18:02:33] admin/Sam**

> Thank you for your patience.
>  I’ve checked your plan logs and can confirm that three campaigns were created since March 18th, two of which are still visible in your panel.
>  [Image]
>  [Image]
>  As the app was used during the first billing period (please note that generating orders is outside the app’s scope), we wouldn’t normally be able to issue a refund in this case. However, as a gesture of goodwill—and considering your delayed launch—I can offer a partial refund.
>  Additionally, I’ll be happy to refund the upcoming month’s charge if you'd like to cancel your plan. This can be processed once the bill has been paid and the charge is reflected on our end. If you’re not currently using the app, you’re welcome to downgrade to the free plan and let us know once the payment goes through. We’ll monitor the billing panel and issue the refund as soon as it appears.
>  Please let us know once it's done and we'll take care of this for you.

**[2026-04-22 18:13:14] admin/Sam**

> The partial refund has been made back to the original method of payment. You will also see this reflected on your financial statement in 3-10 business days, depending on how quickly your payment provider processes refunds.
>  [Image]

**[2026-04-22 19:03:07] user/Audryc Bulot**

> OK, thank you for your feedback. Indeed, I’m not using the app right now, so I’ve downgraded to the free plan. I hope to come back later. As for the upcoming month’s charge, I’ll get back to you once the bill is paid, is that correct? I’ll leave a good review for your great customer service.

**[2026-04-22 19:06:54] admin/Sam**

> Thank you, Audryc. That's exactly right. Once the bill is paid, it usually shows up on our end within 2-3 days. Please let me know once it's paid and I'll check the panel daily to issue a refund for you ASAP. 😊
>  We'll be happy to have you with us once you're ready for your big launch too. 🎊
>  And thank you so much for your kindness and writing a review for us. It means a lot. ✨

**[2026-04-22 19:13:41] admin/Sam [note]**

> what's the review gonna beeee

**[2026-04-24 19:25:45] admin/Sam [note]**

> no remoteee

**[2026-04-24 19:59:54] admin/Sam [note]**

> second bill's not paid yet

**[2026-05-04 12:41:32] user/Audryc Bulot**

> Hello, I am getting back to you about the 2nd invoice, which has now been paid. As previously agreed, could you process the refund of this bill please? Thanks a lot

**[2026-05-04 12:43:43] admin/Stella**

> Hi Audryc,
>  This is Stella here from the team joining the conversation. I hope you are doing well.
>  I'm glad you reached out to us. Thank you for your explnation!
>  Give me some time to look into this for you.

**[2026-05-04 13:45:53] admin/Stella**

> Thank you so much for waiting while I looked into this.
>  As per Sam's offer, the last payment refund has been made back to the original method of payment. You will also see this reflected on your financial statement in 3-10 business days, depending on how quickly your payment provider processes refunds.
> 
>  [Image]

**[2026-05-04 13:46:04] admin/Stella**

> Is there anything else I can help with?

**[2026-05-04 13:59:47] user/Audryc Bulot**

> OK, perfect, thanks for your quick response. No, that’s all, thank you very much.

**[2026-05-04 14:00:14] admin/Stella**

> It was my pleasure! Let me know if there's anything else I can help with!

**[2026-05-04 14:00:22] admin/Stella**

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

**[2026-05-04 14:03:39] admin/Stella**

> ﻿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.
> 
>  You can write it here: Discounty Review Link
>  [Image]

**[2026-05-04 14:03:48] admin/Stella [note]**

> :)

**[2026-05-05 16:47:48] user/Audryc Bulot**

> Of course, it's done 👍

**[2026-05-05 16:54:53] 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.

**[2026-05-05 16:56:50] admin/Pearl [note_and_unsnooze]**

> Yay😍

**[2026-05-06 11:45:36] admin/Stella**

> Hey there,
>  I just got your review, and I wanted to thank you for your kind words! It made my day after a long day. 😁
> 
>  Our team is available any time you reach out to us, so don't hesitate to contact us if you got any questions or issues! 😉
> 
>  Have a great day ahead! 🌟

**[2026-05-06 11:45:53] bot/Luna**

> Help Stella understand how they’re doing:

**[2026-05-06 11:45:53] bot/Luna**

> [Conversation Rating Request]

</details>
