---
conversation_id: "215474246436893"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474246436893"
shopify_domain: "punto-pitaya.myshopify.com"
shopify_url: "https://punto-pitaya.myshopify.com"
company_name: "Pitaya Joyería"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-10T18:45:32Z"
closed_at: "2026-05-12T11:59:14Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "Spanish"
region: "Mexico"
region_source: "company_country"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Chat 2"
team_id: 7907909
all_admins_involved: ["Dela", "Grace", "Mason", "Matin", "Pearl"]
agent_count: 5
agent_count_bucket: "3+"
customer_name: "PITAYA JOYERIA S.A.S DE C.V."
customer_email: "puntopitaya@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 284
seconds_to_first_admin_reply: 285
seconds_from_start_to_review_ask: null
seconds_from_handoff_to_review_ask: null
seconds_from_first_reply_to_review_ask: null
review_asked: false
review_ask_admin_name: null
num_messages: 39
customer_message_count: 12
admin_message_count_total: 19
note_count: 6
customer_word_count: 141
admin_word_count: 228
count_reopens: 0
count_assignments: 7
handling_time_seconds: 16607
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: null
intercom_cx_score: null
review_ticket_id: "215474248913749"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474248913749?view=List"
review_rating: 5
review_posted_at: "2026-05-11T02:20:02Z"
seconds_from_ask_to_review: null
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 215474246436893 — Pitaya Joyería ⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474246436893)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474248913749?view=List)  ·  🔗 [Visit Shopify store](https://punto-pitaya.myshopify.com)

## Overview
- **Merchant:** PITAYA JOYERIA S.A.S DE C.V. — `puntopitaya@gmail.com` (personal address on a free email provider)
- **Store:** punto-pitaya.myshopify.com · 🌍 Juárez, Quintana Roo, Mexico
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** Spanish

## Store profile
- **Shopify plan:** Grow
- **Currency:** MXN
- **Store created on Shopify:** 2019-11-24
- **Public review score (StoreLeads):** 4.6 (10 reviews)

## App usage — Discounty
- **Discounty plan:** Starter
- **Installed on:** 2026-05-10 18:41:28 UTC
- **Install to conversation start:** 4 minutes before this conversation
- **Uninstalled on:** 2026-05-10 19:49:56 UTC ⚠️
- **Active:** No
- **Sales revenue through Discounty:** MXN 0
- **Total orders through Discounty:** 0

## Summary
The merchant uninstalled the Discounty app while a campaign was still active and reverting, leaving residual discounts on their store. The AI bot provided initial guidance on reinstalling to clean up pricing, then escalated to human agent Mason, who confirmed the issue and forwarded it to the tech team. The merchant ultimately decided to remove the leftover discounts manually via Shopify's bulk editor, and the tech team cancelled their Jira ticket since the app had been uninstalled and no further action could be taken on their side.

> "Por el momento no amigo, no entiendo poqué no se pueden pausar las campañas una vez activas, pero si necesito de su ayuda, los contactaré por aquí."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-10 18:45:32 | +0s | — |
| Handed to human (Mason) | 2026-05-10 18:50:16 | +4m 44s | +0s |
| First reply to customer | 2026-05-10 18:50:17 | +4m 45s | +1s |
| Review requested | — | — | — |
| Conversation closed | 2026-05-12 11:59:14 | +1d 17h | +1d 17h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-11 02:20:02 | +7h 34m | +7h 29m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Campaign discounts not reverted after uninstall | The merchant wanted to remove all leftover campaign pricing from their store after uninstalling the app while a campaign was still actively reverting. | partial |
| 2 | Feature Request | Pause active campaign | The merchant expressed that they could not pause an active campaign before uninstalling, implying a need for a pause feature. | no |

## 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 provided step-by-step instructions for reverting campaign pricing after an uninstall, collected context from the merchant, and then escalated the conversation to a human agent.

## Review request
No explicit review request detected in the transcript.

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-11 02:20:02 UTC
- **Time from conversation start to publish:** +7h 34m
- **Match method:** `ok`
- **Shop name on review:** Pitaya Joyería
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> If you want to offer massive discounts, you must double-check that you don't have any active discounts, because the customer can duplicate them. Also, once the campaign is created, it cannot be paused. Furthermore, I uninstalled the app and it still affected product prices. Be very careful when installing this app; it's very intrusive.

## Statistics
- **Messages:** 39 (12 customer, 19 admin)
- **Internal notes:** 6
- **Word count:** customer 141, admins 228
- **Total handling time (Intercom):** +4h 36m
- **Reopens:** 0
- **Assignments:** 7
- **SLA:** Free Chats First 15min — ✅ hit

## People involved
- **Agents who worked on it:** 5 (Dela, Grace, Mason, Matin, Pearl)
- **Primary assignee:** Mason
- **Team / Inbox:** Chat 2

## Tags & Topics
- **Tags:** Started by Chat, Medium CSAT for Fin, Expected reply time sent
- **Topics:** Jira created

## Sentiment & Resolution
- **Sentiment:** neutral
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Unable to pause an active campaign before uninstalling the app
- Uninstalling the app while a campaign is reverting prevents the tech team from cleaning up residual discounts remotely

## Full transcript
<details>
<summary>Click to expand — 39 messages</summary>

**[2026-05-10 18:45:32] user/PITAYA JOYERIA S.A.S DE C.V. [source]**

> Hi, I need help removing all traces of a previous campaign from my store.

**[2026-05-10 18:45:38] 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:
>  -
>  215474245256189

**[2026-05-10 18:45:53] bot/Luna**

> Hi PITAYA - I’m Luna, an AI assistant. I can help you remove leftover campaign pricing, and if needed, a human teammate can step in.
>  Steps:
>  1. Reinstall the Discounty app (this is required because uninstalling doesn’t automatically revert campaign pricing).
> 2. If you still see discounts, check Shopify product pages for a “Compare at price” and clear it (leave it blank, don’t set it to 0.00).
> 3. If the leftover discount is from duplicated products, you’ll need to remove the copied price/compare-at price or metafields (depending on campaign type).
>  Extra: If you want, tell me whether you uninstalled while a campaign was active, and whether you used Bulk price editor or Quantity/Cart goal.

**[2026-05-10 18:45:53] bot/Luna**

> Is that what you were looking for?

**[2026-05-10 18:47:14] user/PITAYA JOYERIA S.A.S DE C.V.**

> That's right, uninstalling the app shows a campaign is active, since it wouldn't let me pause it.

**[2026-05-10 18:47:22] bot/Luna**

> That makes sense, PITAYA: uninstalling while a campaign is active can leave discounts behind because uninstalling doesn’t automatically revert the pricing changes.
>  Steps:
>  1. Reinstall Discounty (this restores access so the leftover campaign pricing can be cleaned up).
> 2. After reinstalling, ask to speak with a human teammate in this chat so they can manually remove the leftover discounts and restore your original prices.
>  Extra: this is especially common with Bulk price editor campaigns, since they directly change Shopify’s Price and Compare-at Price.
>  Source: What to do if you uninstall Discounty without deactivating a Bulk price editor campaign?

**[2026-05-10 18:47:22] bot/Luna**

> Did that answer your question?

**[2026-05-10 18:48:19] user/PITAYA JOYERIA S.A.S DE C.V.**

> Please transfer me to a human agent

**[2026-05-10 18:48:23] bot/Luna**

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

**[2026-05-10 18:48:56] bot/Luna**

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

**[2026-05-10 18:49:37] user/PITAYA JOYERIA S.A.S DE C.V.**

> I have an issue that's slowing me down

**[2026-05-10 18:49:37] 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:

**[2026-05-10 18:49:38] bot/Luna**

> [Conversation Rating Request]

**[2026-05-10 18:49:38] 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 puntopitaya@gmail.com.

**[2026-05-10 18:49:43] user/PITAYA JOYERIA S.A.S DE C.V.**

> I uninstalled the app while a campaign was active, and not all the created discounts were removed yet.

**[2026-05-10 18:50:17] admin/Luna [assignment]**

> Thank you for your feedback. 😊 We want to make sure we address your inquiry as quickly as possible, so we're passing your conversation along to the team for review. If you have any further details, such as examples or additional context, please share them with us. We're here to assist! 💙

**[2026-05-10 18:50:40] user/PITAYA JOYERIA S.A.S DE C.V.**

> Por favor pasame con un agente humano

**[2026-05-10 18:51:31] user/PITAYA JOYERIA S.A.S DE C.V.**

> Please transfer me to a human agent

**[2026-05-10 19:01:00] admin/Mason**

> Hi there,
>  I hope you're doing well.
>  This is Mason from the Customer Care Team.

**[2026-05-10 19:01:25] admin/Mason**

> Sure thing, I will check your panel now, then get back to you soon.

**[2026-05-10 19:02:00] user/PITAYA JOYERIA S.A.S DE C.V.**

> Hola mason muchas gracias

**[2026-05-10 19:04:27] user/PITAYA JOYERIA S.A.S DE C.V.**

> Yo te respondí el correo con lo que me había pasado

**[2026-05-10 19:07:52] admin/Mason**

> I understand, yes I have seen it now. I see that you uninstalled the app while the campaign was reverting. Therefore, it is necessary for me to forward this to the tech team so they can investigate and completely remove the discounts from your store.

**[2026-05-10 19:09:23] user/PITAYA JOYERIA S.A.S DE C.V.**

> Por favor, me urge igualmente estoy eliminando los descuentos manualmente desde el edito masivo de los productos

**[2026-05-10 19:11:01] admin/Mason**

> Oh, okay, I understand. So we will no longer do anything on our side for you so that the prices will not change anymore.

**[2026-05-10 19:11:28] user/PITAYA JOYERIA S.A.S DE C.V.**

> Wao ok amigo, gracias

**[2026-05-10 19:12:08] admin/Mason**

> You're welcome.

**[2026-05-10 19:14:48] admin/Mason**

> Would you like to continue using our app? I ask so I can accurately share your campaign issue with our team.

**[2026-05-10 19:22:23] user/PITAYA JOYERIA S.A.S DE C.V.**

> Por el momento no amigo, no entiendo poqué no se pueden pausar las campañas una vez activas, pero si necesito de su ayuda, los contactaré por aquí.

**[2026-05-10 19:45:29] admin/Mason**

> I see, since you have an active campaign (in riverting status), the panel is now locked so that no other discounts that would cause prices to be set double are created.

**[2026-05-10 19:50:20] admin/Mason [note]**

> 🆕 Mason created DIS-2832: Uninstalled app while campaign is reverting(Manually changed discounts just deleted the campaign) Jira · partnerz.atlassian.net

**[2026-05-10 19:50:37] admin/Matin [note]**

> 👤️ Automation for Jira assigned Ella to DIS-2832: Uninstalled app while campaign is reverting(Manually changed discounts just deleted the campaign) Jira · partnerz.atlassian.net

**[2026-05-11 06:40:07] admin/Matin [note_and_unsnooze]**

> ⬆️ Ella changed the status to Check-in on DIS-2832: Uninstalled app while campaign is reverting(Manually changed discounts just deleted the campaign) Jira · partnerz.atlassian.net

**[2026-05-11 06:40:16] admin/Matin [note]**

> 👤️ Ella assigned Moso to DIS-2832: Uninstalled app while campaign is reverting(Manually changed discounts just deleted the campaign) Jira · partnerz.atlassian.net

**[2026-05-11 07:22:28] admin/Matin [note]**

> ⬆️ Moso changed the status to In Progress on DIS-2832: Uninstalled app while campaign is reverting(Manually changed discounts just deleted the campaign) Jira · partnerz.atlassian.net

**[2026-05-11 07:28:38] admin/Matin [note]**

> 💬️ Moso commented [Image] Hey team sadly merchant uninstall us and therefore we can’t do anything FYI: on DIS-2832: Uninstalled app while campaign is reverting(Manually changed discounts just deleted the campaign) Jira · partnerz.atlassian.net

**[2026-05-11 07:28:51] admin/Matin [note]**

> ⬆️ Moso changed the status to Canceled on DIS-2832: Uninstalled app while campaign is reverting(Manually changed discounts just deleted the campaign) Jira · partnerz.atlassian.net

**[2026-05-12 11:59:25] bot/Luna**

> ¿Qué tal estuvo tu conversación con Mason?

**[2026-05-12 11:59:25] bot/Luna**

> [Conversation Rating Request]

</details>
