---
conversation_id: "215474293747458"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474293747458?view=List"
shopify_domain: "rdv-automotive-technology.myshopify.com"
shopify_url: "https://rdv-automotive-technology.myshopify.com"
company_name: "RDV Automotive Technology"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-13T20:23:39Z"
closed_at: "2026-05-13T20:55:29Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Grace"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "RDVFL LLC"
customer_email: "rich@rdvfl.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 643
seconds_to_first_admin_reply: 643
seconds_from_start_to_review_ask: 1603
seconds_from_handoff_to_review_ask: 960
seconds_from_first_reply_to_review_ask: 960
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 67
customer_message_count: 25
admin_message_count_total: 25
note_count: 0
customer_word_count: 274
admin_word_count: 461
count_reopens: 1
count_assignments: 6
handling_time_seconds: 1294
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: 5
intercom_cx_score: null
review_ticket_id: "215474297750726"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474297750726?view=List"
review_rating: 5
review_posted_at: "2026-05-14T02:17:56Z"
seconds_from_ask_to_review: 19654
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 215474293747458 — RDV Automotive Technology ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474293747458?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474297750726?view=List)  ·  🔗 [Visit Shopify store](https://rdv-automotive-technology.myshopify.com)

## Overview
- **Merchant:** RDVFL LLC — `rich@rdvfl.com` (personal business email (likely the founder or a named employee))
- **Store:** rdv-automotive-technology.myshopify.com · 🌍 Miami, Florida, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2022-04-22

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-05-06 15:54:58 UTC
- **Install to conversation start:** 7 days before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 0
- **Total orders through Discounty:** 0

## Summary
The merchant from RDVFL LLC was getting an error when trying to create an Advanced Discount Code campaign in Discounty for approximately 300 products. After the AI bot Luna attempted several troubleshooting steps without resolving the issue, human agent Grace identified that deactivating and reactivating the campaign fixed the error. The merchant also asked for advice on whether to migrate their existing Shopify discounts to Discounty, and Grace recommended testing first before making that decision.

> "wait i think that fixed it 🎉"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-13 20:23:39 | +0s | — |
| Handed to human (Grace) | 2026-05-13 20:34:22 | +10m 43s | +0s |
| First reply to customer | 2026-05-13 20:34:22 | +10m 43s | +0s |
| Review requested by Grace | 2026-05-13 20:50:22 | +26m 43s | +16m 0s |
| Conversation closed | 2026-05-13 20:55:29 | +31m 50s | +21m 7s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-14 02:17:56 | +5h 54m | +5h 43m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Campaign error on activation | The merchant was getting a generic red 'error' message when trying to create and save an Advanced Discount Code campaign. | yes |
| 2 | How-To / Setup | Migrating Shopify discounts to Discounty | The merchant asked whether they should transfer all their active Shopify discounts over to Discounty. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna attempted to troubleshoot the campaign error by suggesting fixes related to customer segments and discount combination settings, but could not resolve the issue and escalated to a human agent upon request.

## Review request
- **Asked:** Yes — +26m 43s after conversation start (+16m 0s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-14 02:17:56 UTC
- **Time from ask to review publish:** +5h 27m
- **Time from conversation start to publish:** +5h 54m
- **Match method:** `ok`
- **Shop name on review:** RDV Automotive Technology
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Grace was helpful and very nice. She got my problem solved and answered all my questions. :D

## Statistics
- **Messages:** 67 (25 customer, 25 admin)
- **Internal notes:** 0
- **Word count:** customer 274, admins 461
- **Total handling time (Intercom):** +21m 34s
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Grace)
- **Primary assignee:** Grace
- **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
- **In-chat rating widget:** 5 / 5

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Generic 'Error' on Advanced Discount Code campaign with no descriptive error message, making self-service troubleshooting difficult

## Full transcript
<details>
<summary>Click to expand — 67 messages</summary>

**[2026-05-13 20:23:39] user/RDVFL LLC [source]**

> I MADE A CAMPIGN BUT IT SAYS ERROR

**[2026-05-13 20:24:04] bot/Luna**

> Hi RDVFL LLC - I’m Luna, an AI assistant. I can help you fix this, and a human teammate can step in if needed.
>  To pinpoint the “error,” what’s the exact error message you see, and what campaign type is it (Buy X Get Y, Quantity/Cart goal, Bulk price editor, etc.)?
>  In the meantime, the most common causes are:
>  - You tried to edit while the campaign was active (deactivate → edit → save → reactivate).
> - Your campaign has more variants than your plan allows (this can block the campaign).
> - You hit Shopify’s limit of 25 active automatic discounts (affects Buy X Get Y and Automatic Shipping Discount).
> - Your account was temporarily paused due to a Terms of Service restriction (active campaigns get disabled).
>  Sources: Frequently Asked Questions (FAQs) Why aren’t some or all products discounted in my “Bulk price editor” (formerly named "General discount") campaign? Is there a limit on the number of campaigns I can create?

**[2026-05-13 20:24:46] user/RDVFL LLC**

> IT WAS AN ADVANCED DISCOUNT CODE

**[2026-05-13 20:25:03] bot/Luna**

> Thanks, RDVFL LLC - for an Advanced Discount Code, the most common “error” causes are usually eligibility or stacking settings.
>  Can you paste the exact error message you see (word for word), and tell me what you were doing when it happened (creating, saving, or testing at checkout)?
>  In the meantime, quick checks:
>  - If you used customer segments, make sure you selected 100 or fewer (Shopify blocks more than 100 for code-based campaigns).
> - If you want this code to stack with other discounts, enable “Combinations” for each discount type (Product, Order, Shipping) and note both discounts must allow combining for it to work.
>  [Image] Sources: Discount campaign types in Discounty A Guide to Using Customer Segments in Discount Campaigns How to create a Advanced Discount Code (Product Discounts + Order + Shipping)

**[2026-05-13 20:26:00] user/RDVFL LLC**

> i just pressed all customers. and the error is just red and says "error"

**[2026-05-13 20:26:13] bot/Luna**

> That “Error” is usually happening because Shopify blocks code-based campaigns if you select more than 100 customer segments, even if you meant “all customers.”
>  Try this:
>  1. In your Advanced Discount Code, remove the customer segment selection (leave it blank) so it’s not limited to any segment.
> 2. Save the campaign again and see if the red error disappears.
>  If you still want to target specific customers, you can select up to 100 segments (not more).
>  Quick check so I can confirm: when you clicked “all customers,” did Discounty actually select a list of segments, or did it stay blank?
>  Sources: A Guide to Using Customer Segments in Discount Campaigns How to create a Advanced Discount Code (Product Discounts + Order + Shipping)

**[2026-05-13 20:27:21] user/RDVFL LLC**

> how do i remove the customer segment selection

**[2026-05-13 20:27:32] bot/Luna**

> To remove the customer segment selection, you just need to clear the segment field so it’s blank (not set to any segments).
>  Steps:
>  1. Open your Advanced Discount Code campaign in Discounty.
> 2. Find the “Customer segments” (eligibility) section.
> 3. Delete or clear the selected segments so the field is empty.
> 4. Save the campaign again.
>  Extra: leaving it blank means the code is available to everyone (no segment limit), and Shopify blocks code-based campaigns if you select more than 100 segments.
>  Source: A Guide to Using Customer Segments in Discount Campaigns

**[2026-05-13 20:27:33] bot/Luna**

> Is that what you were looking for?

**[2026-05-13 20:27:40] user/RDVFL LLC**

> and no list came up when i clicked all customers

**[2026-05-13 20:27:50] bot/Luna**

> That’s totally fine, RDVFL LLC - if no list came up, it usually means the campaign isn’t actually selecting any segments, so you don’t need to remove anything.
>  In Discounty, “All customers” is the same as leaving the Customer segments field blank (no segments selected).
>  So the fix is simply to make sure that field stays empty, then save again.
>  Extra: Shopify only blocks code-based campaigns if you select more than 100 segments, so an empty field won’t trigger that.
>  Source: A Guide to Using Customer Segments in Discount Campaigns

**[2026-05-13 20:27:50] bot/Luna**

> Did that answer your question?

**[2026-05-13 20:28:41] user/RDVFL LLC**

> yeah

**[2026-05-13 20:28:46] bot/Luna**

> Great to hear that helped, RDVFL LLC! If you have any more questions or need further assistance, just let me know. I'm here to help! 😊

**[2026-05-13 20:28:48] user/RDVFL LLC [open]**

> so why else would it give me the error code

**[2026-05-13 20:29:02] bot/Luna**

> That “Error” can still happen even when customer segments are blank, because Shopify controls the discount and can block it if there’s a conflict with other active discounts.
>  Most common reasons:
>  - The code is set to not combine with other promotions, and another discount is active at checkout.
> - You have multiple active campaigns that overlap on the same products, which can cause conflicts and errors.
> - If you enabled “Combinations” for Product/Order/Shipping, both discounts must allow combining for it to work.
>  Quick check so I can narrow it down: are you trying to stack this code with any other Discounty campaign or a Shopify discount code?
>  Sources: How to create a Advanced Discount Code (Product Discounts + Order + Shipping) A Guide to Using Customer Segments in Discount Campaigns Frequently Asked Questions (FAQs)

**[2026-05-13 20:29:53] user/RDVFL LLC**

> yes. shopify discount codes. they use some of the same products

**[2026-05-13 20:30:07] bot/Luna**

> That “Error” is most likely happening because Shopify is blocking the discount at checkout due to a conflict with your existing Shopify discount codes, even if the products overlap.
>  To fix it, check the “Combine with other discounts” settings on both sides:
>  1. In your Advanced Discount Code campaign, enable Combinations for the discount type you’re using (Product, Order, or Shipping).
> 2. In Shopify, open the Shopify discount code and make sure it’s also set to combine with the same type (for example, an order code must allow combining with product discounts if your Discounty discount is product-based).
> 3. Remember: both discounts must allow combining for it to work.
>  Also note Shopify only applies one order discount per checkout, so if you have multiple order codes, only the highest value one will apply.
>  Source: How to create a Advanced Discount Code (Product Discounts + Order + Shipping)

**[2026-05-13 20:30:07] bot/Luna**

> Is that what you were looking for?

**[2026-05-13 20:33:01] user/RDVFL LLC**

> okay i did that and there's still an error sign

**[2026-05-13 20:33:07] bot/Luna**

> I'm sorry the error is still showing up despite the steps! Would you like me to connect you with a human agent? Or if you want, you can share more details about your setup and I’ll keep helping you troubleshoot.

**[2026-05-13 20:33:17] user/RDVFL LLC**

> live agent

**[2026-05-13 20:33:21] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share any additional details about your setup or the issue? This will help them assist you more efficiently.

**[2026-05-13 20:33:55] bot/Luna**

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

**[2026-05-13 20:34:08] user/RDVFL LLC**

> I have an issue that's slowing me down

**[2026-05-13 20:34:09] 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:

**[2026-05-13 20:34:09] bot/Luna**

> [Conversation Rating Request]

**[2026-05-13 20:34:10] 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 rich@rdvfl.com.

**[2026-05-13 20:34:22] admin/Grace**

> Hi There!
>  This is Grace from Discounty Support.
>  How are you today? (:

**[2026-05-13 20:35:36] admin/Grace**

> From my understanding your campaign is showing Error is that correct?🤔

**[2026-05-13 20:37:35] user/RDVFL LLC**

> hello, i'm good how're you?. I was looking to use discounty so that I could make some more advanced discounts for my business. i'm trying to start a campaign of an advanced discount code for all customers with almost 300 products. our products have dealer pricing and retail pricing. I only selected retail pricing to get this discount. and yes, i keep getting an error message. but i also wanted to give you what i'm trying to do as well and how i have the campaign set up

**[2026-05-13 20:39:35] admin/Grace**

> Thank you so much for kindly explaining.
>  I really appreciate it 🙌

**[2026-05-13 20:39:45] admin/Grace**

> First let me help you regarding the error (:

**[2026-05-13 20:40:09] admin/Grace**

> The campaign is showing an Error most likely because Shopify usually blocks the discount creation when a discount with the same code or title already exists in Shopify Discounts (even if it’s expired). Shopify doesn’t allow duplicates.
> 
>  To help us fix the issue, please check:
>  1. Shopify Admin &gt; Discounts
> 2. Search for the same discount code/title
> 3. Delete the existing discount on Shopify or instead change the campaign's code/title in Discounty
> 4. Save/activate the campaign again

**[2026-05-13 20:40:19] admin/Grace**

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

**[2026-05-13 20:40:56] user/RDVFL LLC**

> I did that 👍

**[2026-05-13 20:41:34] user/RDVFL LLC**

> still getting the error message. i also made sure to go into all the active discounts i have in shopify right now and have them be able to be combined with other discount as well

**[2026-05-13 20:42:02] admin/Grace**

> Great .
>  Thanks for the update.
>  Could you please deactivate and activate your campaign once?

**[2026-05-13 20:42:13] user/RDVFL LLC**

> yes

**[2026-05-13 20:42:20] admin/Grace**

> [GIF]

**[2026-05-13 20:42:34] admin/Grace**

> Take your time please.
>  I will be right here🙌

**[2026-05-13 20:43:09] user/RDVFL LLC**

> wait i think that fixed it 🎉

**[2026-05-13 20:43:19] admin/Grace**

> [GIF]

**[2026-05-13 20:43:38] admin/Grace**

> I'm so glad I was able to help with that🙌😍

**[2026-05-13 20:43:56] user/RDVFL LLC**

> okay, one other question

**[2026-05-13 20:44:08] admin/Grace**

> Of course (:

**[2026-05-13 20:44:32] user/RDVFL LLC**

> should i transfer over all active discounts i have running through shopify to discounty or no?

**[2026-05-13 20:46:54] admin/Grace**

> If your discounts are all set and working now, that might not be necessarily required🤔

**[2026-05-13 20:48:40] admin/Grace**

> What I always suggest to our merchants is to check out and test the discounts first, and then make decisions based on the needs of your store.
>  Since you’re the most familiar with your store's needs and setup, that usually helps you choose what works best.
>  Of course, I’ll be right here if you need any help or guidance 😊

**[2026-05-13 20:49:10] user/RDVFL LLC**

> okay, perfect thank you so much

**[2026-05-13 20:49:15] user/RDVFL LLC**

> that's all the help i needed

**[2026-05-13 20:49:20] user/RDVFL LLC**

> have a great rest of your day

**[2026-05-13 20:49:25] admin/Grace**

> You are absolutely welcome 😍

**[2026-05-13 20:49:29] admin/Grace**

> [GIF]

**[2026-05-13 20:49:43] admin/Grace**

> Before you go
>  I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-05-13 20:49:50] user/RDVFL LLC**

> sure

**[2026-05-13 20:50:22] admin/Grace**

> I was wondering if you were happy with the customer service you received, can you make me happy by leaving a 5 star review, before you go? :)
> 
>  Mentioning my name will be the cherry on top and it would help a ton! 🍒😍

**[2026-05-13 20:50:37] user/RDVFL LLC**

> sure how do i do that

**[2026-05-13 20:50:41] admin/Grace**

> You can write it here if you'd like of course🙏: Discounty Review Link

**[2026-05-13 20:51:13] admin/Grace**

> You are a peach!
>  Thank you so much for your good vibes and Great energy (:
>  I look forward to reading it 🥹

**[2026-05-13 20:52:16] user/RDVFL LLC**

> [GIF]

**[2026-05-13 20:52:21] user/RDVFL LLC**

> have a good one

**[2026-05-13 20:52:53] admin/Grace**

> [GIF]

**[2026-05-13 20:54:28] admin/Grace**

> Again thank you so much for your kindness, 😍
>  Feel free to test out the discounts and different features
>  if you find yourself needing any help I would be more than happy to assist however I can.
>  [GIF]
>  Have a great day ahead
>  And wishing you lots of success with your business😍

**[2026-05-13 20:55:29] admin/Grace**

> Hi ,
> 
>  It sounds like you’re all set for now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off. please don’t hesitate to direct all of your questions my way.
> 
>  Have a great day! 🙌🏻

**[2026-05-13 20:55:41] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-13 20:55:41] bot/Luna**

> [Conversation Rating Request]

</details>
