---
conversation_id: "215474337522542"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474337522542?view=List"
shopify_domain: "puyjyb-he.myshopify.com"
shopify_url: "https://puyjyb-he.myshopify.com"
company_name: "Japan Goods Direct"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-17T16:19:48Z"
closed_at: "2026-05-18T19:13:50Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Japan"
region_source: "company_country"
assignee_admin_id: "5709075"
assignee_name: "Dela"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Dela", "Grace"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Troy Carr"
customer_email: "japangoodsdirect@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 283
seconds_to_first_admin_reply: 283
seconds_from_start_to_review_ask: 95856
seconds_from_handoff_to_review_ask: 95573
seconds_from_first_reply_to_review_ask: 95573
review_asked: true
review_ask_admin_name: "Dela"
num_messages: 44
customer_message_count: 14
admin_message_count_total: 29
note_count: 1
customer_word_count: 212
admin_word_count: 455
count_reopens: 0
count_assignments: 7
handling_time_seconds: 18296
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: 2
intercom_cx_score: null
review_ticket_id: "215474352407424"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474352407424?view=List"
review_rating: 5
review_posted_at: "2026-05-18T19:15:52Z"
seconds_from_ask_to_review: 1108
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 215474337522542 — Japan Goods Direct ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474337522542?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474352407424?view=List)  ·  🔗 [Visit Shopify store](https://puyjyb-he.myshopify.com)

## Overview
- **Merchant:** Troy Carr — `japangoodsdirect@gmail.com` (personal address on a free email provider)
- **Store:** puyjyb-he.myshopify.com · 🌍 Hiroshima, Hiroshima, Japan
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2025-04-16
- **Public review score (StoreLeads):** 4.33 (3 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $299/yearly
- **Installed on:** 2026-01-01 15:39:29 UTC
- **Install to conversation start:** 4 months before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 500
- **Total orders through Discounty:** 22

## Summary
Merchant Troy Carr reported that his 'Buy 3: 5% off, Buy 5: 10% off' campaign was not applying the correct 10% discount when customers purchased 5 items. After initial bot troubleshooting failed (the merchant confirmed the campaign was already set to 'Mix of products'), Troy self-diagnosed the root cause: newly added products were not being auto-included in the campaign. Agent Dela resolved the issue by unlocking a higher-tier auto-update campaign feature for Troy at no extra charge, which Troy confirmed was working.

> "This is an excellent piece of code... a real convenience. And your team has always been helpful and responsive."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-17 16:19:48 | +0s | — |
| Handed to human (Dela) | 2026-05-17 16:24:31 | +4m 43s | +0s |
| First reply to customer | 2026-05-17 16:24:31 | +4m 43s | +0s |
| Review requested by Dela | 2026-05-18 18:57:24 | +1d 2h | +1d 2h |
| Conversation closed | 2026-05-18 19:13:50 | +1d 2h | +1d 2h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-18 19:15:52 | +1d 2h | +1d 2h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount tier not applying correctly | Why are customers who buy 5 items only receiving 5% off on 3 items instead of 10% off on all 5 items? | yes |
| 2 | Feature Request | Auto-update campaign for new products | Campaign does not automatically include newly added products, requiring manual updates. | 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 attempted to diagnose the discount issue by suggesting the campaign might be set to 'Same product' variant level, but when the merchant confirmed this was incorrect, Luna escalated the conversation to the human support team.

## Review request
- **Asked:** Yes — +1d 2h after conversation start (+1d 2h after human handoff)
- **Requested by:** Dela
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-18 19:15:52 UTC
- **Time from ask to review publish:** +18m 28s
- **Time from conversation start to publish:** +1d 2h
- **Match method:** `ok`
- **Shop name on review:** Japan Goods Direct
- **App listed on review:** Discounty: Bulk Discount Sales

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

## Statistics
- **Messages:** 44 (14 customer, 29 admin)
- **Internal notes:** 1
- **Word count:** customer 212, admins 455
- **Total handling time (Intercom):** +5h 4m
- **Reopens:** 0
- **Assignments:** 7
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 2 (Dela, Grace)
- **Primary assignee:** Dela
- **Team / Inbox:** Chat 1

## Tags & Topics
- **Tags:** Started by Chat, Low CSAT for Fin, Discounty - asked for review, Expected reply time sent
- **Topics:** DS - Asked for review, Urgency 1

## Intercom-side signals
- **In-chat rating widget:** 2 / 5

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** yes
- **Competitors mentioned:** —
- **External blockers:** - Campaign does not automatically update to include newly added products without a higher-tier plan subscription

## Full transcript
<details>
<summary>Click to expand — 44 messages</summary>

**[2026-05-17 16:19:48] user/Troy Carr [source]**

> [Image] [Image] [Image] I'm running a Buy 3: 5% off, Buy 5: 10% off campaign, see attached screenshot.
>  I just noticed that customers have bought 5 items (all within my requirements from options in the campaign), but they only received a 5% on three items.
>  Please advise if I have something incorrectly set up. I now need to issue refunds.

**[2026-05-17 16:19:51] bot/Luna [note]**

> Review 4 Try to make it a 5-star or remove it!

**[2026-05-17 16:20:03] bot/Luna**

> I'll connect you with someone from our team who can assist further. Meanwhile, could you share any additional details about the issue to help them understand your situation better?

**[2026-05-17 16:20:27] user/Troy Carr**

> Everything needed is in the original message.

**[2026-05-17 16:20:43] bot/Luna**

> Troy, this is expected behavior if your campaign is set to Same product (variant level): the 10% tier only triggers when the customer buys 5 of the exact same variant, not 5 different designs.
>  To fix it for “Buy 3: 5% off, Buy 5: 10% off” across different sticker designs, change the product match condition to Mix of products (so the total quantity counts across any eligible products in the campaign).
>  [Image] Then retest:
>  1. Remove items from cart
> 2. Hard refresh storefront
> 3. Add 5 qualifying items again and confirm the 10% tier applies
>  Sources: How to create a Quantity discount campaign in Discounty Why is the “Quantity discount” or “Cart goal” campaign not applying? Troubleshooting guide.

**[2026-05-17 16:20:44] bot/Luna**

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

**[2026-05-17 16:22:55] user/Troy Carr**

> No, my campaign is clearly set to 'Mix of products'

**[2026-05-17 16:22:59] bot/Luna**

> Thanks for sticking with me on this. It sounds like you're still blocked on the discount not applying correctly despite the mix of products setting. I’m sharing this with our support team now so they can jump in.

**[2026-05-17 16:23:03] bot/Luna**

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

**[2026-05-17 16:23:57] user/Troy Carr**

> A major feature has stopped working

**[2026-05-17 16:23:58] 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:

**[2026-05-17 16:23:59] bot/Luna**

> [Conversation Rating Request]

**[2026-05-17 16:23:59] 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 japangoodsdirect@gmail.com.

**[2026-05-17 16:24:04] bot/Luna [conversation_summary]**

> Question The customer contacted us because their "Buy 3: 5% off, Buy 5: 10% off" campaign was incorrectly applying only a 5% discount on three items instead of the expected 10% discount on five items. Summary • Customer runs a "Buy 3: 5% off, Buy 5: 10% off" campaign and reports customers buying 5 items but only receiving 5% off on three items.
> • Bot initially suggests the campaign might be set to "Same product" instead of "Mix of products," which affects discount application.
> • Customer confirms campaign is set to "Mix of products," indicating the issue persists despite correct settings.
> • Bot escalates the issue to support team, requests additional details and examples, and informs customer of expected reply time.

**[2026-05-17 16:24:31] admin/Luna [assignment]**

> 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! 💙

**[2026-05-17 16:28:41] user/Troy Carr**

> Thanks.

**[2026-05-17 19:12:27] user/Troy Carr**

> You can ignore this ticket... found the issue. The campaign does not update for new products added to the store.

**[2026-05-17 20:05:11] admin/Grace [note]**

> NO SLA on this one,
>  No action🙌

**[2026-05-17 21:31:19] admin/Dela**

> Hi Troy!👋🏼 ﻿Hope you're doing great. This is Dela here from Discounty.
>  Sorry for the delay in getting back to you. It was a hectic day around here. I'm glad you found the issue, and thanks for letting me know. If there's anything I can help you with, please let me know.
> 
>  Bests,

**[2026-05-18 17:41:02] admin/Dela**

> Hi Troy 👋🏼
>  I wanted to quickly follow up because I saw your note about the campaign not updating for newly added products. Thank you for catching that and letting us know. ​
>  We do actually have a feature that can auto-update campaigns regularly, so newly added products can be included in the campaign automatically without needing you to update the campaign manually each time.
>  [Image] This feature is normally available on a higher-tier Discounty plan, but I really don’t want you to lose sales or have to deal with refunds just because of one missing feature. If this is the only feature you need from that plan, I’d be happy to make an exception and unlock it for you. ​
>  You’ve already taken the time to flag this and troubleshoot it on your side, and I genuinely appreciate that.
> 
>  Just let me know if you’d like me to enable it, and I’ll take it from there. Bests,

**[2026-05-18 18:47:34] user/Troy Carr**

> Dela, I really appreciate that offer and think I will take you up on it. As my store grows, I can see myself needing more of the features in the higher tier, but for now, given my quantities, etc. a full upgraded subscription isn't really feasible.

**[2026-05-18 18:48:21] admin/Dela**

> I totally get that, dear. Makes so much sense. Baby steps at a time. ​

**[2026-05-18 18:48:35] admin/Dela**

> So, I'm gonna grant the access to the feature for now

**[2026-05-18 18:48:48] admin/Dela**

> And in future when you felt right you can upgrade

**[2026-05-18 18:48:51] admin/Dela**

> Sounds good?

**[2026-05-18 18:49:35] user/Troy Carr**

> Sounds great. Thank you.

**[2026-05-18 18:50:03] admin/Dela**

> My absolute pleasure! Anything else I can help you with in the meantime?

**[2026-05-18 18:53:28] admin/Dela**

> It's done, by the way!

**[2026-05-18 18:53:43] admin/Dela**

> Can you please check and confirm you've got the access now?

**[2026-05-18 18:54:53] user/Troy Carr**

> Checking...

**[2026-05-18 18:55:06] admin/Dela**

> Take your time

**[2026-05-18 18:56:09] user/Troy Carr**

> Yes, that radio button is now available to check.

**[2026-05-18 18:56:23] admin/Dela**

> Perfect!

**[2026-05-18 18:56:48] user/Troy Carr**

> I appreciate it. Hope all is well where you and your team are.

**[2026-05-18 18:57:07] admin/Dela**

> Thanks so much! It was actually a pleasure helping you.

**[2026-05-18 18:57:11] admin/Dela**

> And by the way..

**[2026-05-18 18:57:24] admin/Dela**

> If I managed to make your day a little easier, would you help make mine by leaving a quick review? 😇"
>  "Mentioning my name would be the cherry on top! 🍒
> 
>  You can write it here: Discounty Review Link

**[2026-05-18 18:58:35] user/Troy Carr**

> Yes, absolutely. This is an excellent piece of code... a real convenience. And your team has always been helpful and responsive.

**[2026-05-18 18:59:32] admin/Dela**

> Awww! I truly get emotional when I see I've helped someone for real🥲

**[2026-05-18 19:00:02] admin/Dela**

> I appreciate your positive feedback. It really made the hectic shift much easier

**[2026-05-18 19:00:15] admin/Dela**

> I’d also love to know when it’s submitted so I can keep an eye out for it! Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈

**[2026-05-18 19:12:04] user/Troy Carr**

> Just submitted the review. Gonna get some sleep now, 4am in Japan.

**[2026-05-18 19:12:54] admin/Dela**

> Thanks so much! Have a great night, dear Troy✨

**[2026-05-18 19:13:24] user/Troy Carr**

> Thank you.

</details>
