---
conversation_id: "215473993170036"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215473993170036"
shopify_domain: "yb0qhd-ap.myshopify.com"
shopify_url: "https://yb0qhd-ap.myshopify.com"
company_name: "C&G Ford Parts"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-20T17:13:04Z"
closed_at: "2026-04-21T03:03:01Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Dorothy Bangiola"
customer_email: "dorothy@cgfordparts.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 264
seconds_to_first_admin_reply: 264
seconds_from_start_to_review_ask: 3765
seconds_from_handoff_to_review_ask: 3501
seconds_from_first_reply_to_review_ask: 3501
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 62
customer_message_count: 25
admin_message_count_total: 31
note_count: 2
customer_word_count: 303
admin_word_count: 568
count_reopens: 0
count_assignments: 4
handling_time_seconds: 4160
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: 4
review_ticket_id: "215473999843832"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215473999843832"
review_rating: 5
review_posted_at: "2026-04-21T02:16:17Z"
seconds_from_ask_to_review: 28828
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 215473993170036 — C&G Ford Parts ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215473993170036)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215473999843832)  ·  🔗 [Visit Shopify store](https://yb0qhd-ap.myshopify.com)

## Overview
- **Merchant:** Dorothy Bangiola — `dorothy@cgfordparts.com` (personal business email (likely the founder or a named employee))
- **Store:** yb0qhd-ap.myshopify.com · 🌍 San Diego, California, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** USD
- **Store created on Shopify:** 2025-05-06

## App usage — Notify Me!
- **Notify Me! plan:** Standard (YEARLY)
- **Installed on:** 2025-06-19 06:20:42 UTC
- **Install to conversation start:** 10 months before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 656
- **Wishlist items count:** 1

## Summary
Merchant Dorothy Bangiola contacted support to apply a previously paid legacy Standard plan fee toward an upgrade to the Rocket plan, and also needed help exporting customer email addresses from her notification reports. After exploring the Rocket plan upgrade, she decided to stay on the Standard plan and requested a refund for overpayment relative to the new Standard plan pricing. Agent Pearl processed a $47.81 refund and confirmed the plan would remain active through April 2027.

> "I want to stay on the standard plan, but I have been overpaying for the past 4 months. Will I receive a refund?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 17:13:04 | +0s | — |
| Handed to human (Pearl) | 2026-04-20 17:17:28 | +4m 24s | +0s |
| First reply to customer | 2026-04-20 17:17:28 | +4m 24s | +0s |
| Review requested by Pearl | 2026-04-20 18:15:49 | +1h 2m | +58m 21s |
| Conversation closed | 2026-04-21 03:03:01 | +9h 49m | +9h 45m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-21 02:16:17 | +9h 3m | +8h 58m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Plan credit / prorated refund | Merchant wanted to apply previously paid legacy plan fees toward the Rocket plan or receive a refund for overpayment on the Standard plan. | yes |
| 2 | How-To / Setup | CSV export missing email addresses | Merchant needed to export customer email addresses associated with back-in-stock notification requests. | yes |
| 3 | Billing | Legacy vs. current plan confusion | Merchant asked why she was not switched or advised to move to the standard plan sooner and why she appeared to be overpaying. | 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 clarify the merchant's billing question, informed her about legacy plan discontinuation, then escalated the conversation to the human support team when the merchant requested a plan credit.

## Review request
- **Asked:** Yes — +1h 2m after conversation start (+58m 21s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-21 02:16:17 UTC
- **Time from ask to review publish:** +8h 0m
- **Time from conversation start to publish:** +9h 3m
- **Match method:** `ok`
- **Shop name on review:** C&G Ford Parts
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Pearl was very helpful and knowledgeable.

## Statistics
- **Messages:** 62 (25 customer, 31 admin)
- **Internal notes:** 2
- **Word count:** customer 303, admins 568
- **Total handling time (Intercom):** +1h 9m
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Notify Me - asked for review, Expected reply time sent, NM - Billing-annual
- **Topics:** NM - Asked for review, Urgency 3

## Intercom-side signals
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer experienced frustration with product limitations regarding data export and confusion about policy changes and refunds. The teammate provided clear explanations and successfully resolved the refund issue.

## Attachments referenced in transcript
- `subscriptions_report (7).csv`

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** yes
- **Competitors mentioned:** —
- **External blockers:** - CSV export from the Demanding Products tab does not include customer email addresses

## Full transcript
<details>
<summary>Click to expand — 62 messages</summary>

**[2026-04-20 17:13:04] user/Dorothy Bangiola [source]**

> [Image] Hello, I have a question...or two

**[2026-04-20 17:13:30] bot/Luna**

> Hi Dorothy - I’m Luna, an AI assistant. I can help with this, and a human teammate can step in if needed.
>  Quick check so I answer the right thing: are you asking (1) why your current plan shows a higher annual total than the monthly price, or (2) whether you should switch from “Standard Legacy” to Rocket?
>  In the meantime, the key detail is that legacy plans are discontinued and won’t function after Nov 30, 2025, so you’ll need to move to the current plans.
>  Also, Rocket is $69.90/month (or $671.04 billed annually), and it includes higher limits and extra features like advanced reporting and integrations.
>  Sources: How Pricing Works in Notify Me How Notify Me’s Annual Plans Work

**[2026-04-20 17:15:12] user/Dorothy Bangiola**

> i want to apply the fee i paid to the current rocket plan

**[2026-04-20 17:15:18] bot/Luna**

> I'll connect you with someone who can help with this. Meanwhile, could you share any additional details about your situation to help them assist you more efficiently?

**[2026-04-20 17:15:51] bot/Luna**

> I've assigned you to the team. ✋🏻 ​
>  We will get back to you as soon as possible.

**[2026-04-20 17:15:52] 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 dorothy@cgfordparts.com.

**[2026-04-20 17:15:53] bot/Luna [note]**

> Luna classified this as an Annual plan issue or question. ​ If you think the topic was detected incorrectly and it is not actually about migration or the annual plan, please mention Melissa in the conversation so they can review it.

**[2026-04-20 17:15:57] bot/Luna [conversation_summary]**

> Question The customer contacted us to inquire about applying a previously paid fee to their current Rocket plan. Summary • Customer inquires about applying a previously paid fee to the current Rocket plan.
> • Bot clarifies two possible questions: pricing discrepancy or switching from Standard Legacy to Rocket plan.
> • Bot informs legacy plans end Nov 30, 2025; customers must switch to current plans.
> • Rocket plan costs $69.90/month or $671.04 annually, includes higher limits and extra features.
> • Bot escalates request to human team and asks for more details to assist efficiently; team will respond within hours.

**[2026-04-20 17:15:59] user/Dorothy Bangiola**

> i also want to export the email address of the customers so I can contact them.

**[2026-04-20 17:17:28] admin/Pearl**

> Hi Dorothy,
>  I hope you are doing well.
> 
>  This is Pearl from the Customer Care Team🙋‍♀️
>  Thank you for contacting us.

**[2026-04-20 17:17:52] user/Dorothy Bangiola**

> Hello Pearl

**[2026-04-20 17:18:16] admin/Pearl**

> You are currently on the annual Standard plan.
>  Would you like to switch the annual or monthly Rocket?

**[2026-04-20 17:18:52] user/Dorothy Bangiola**

> I would and I would like to apply what i paid for the legacy standard plan.

**[2026-04-20 17:20:24] admin/Pearl**

> That depends if you want to switch to the Annual Rocket or Monthly.
>  When upgrading to the annual, you should only pay the difference and if switching to monthly, we should refund you the remaining balance.

**[2026-04-20 17:20:51] user/Dorothy Bangiola**

> upgrade to the annual plan is what I would prefer.

**[2026-04-20 17:22:34] user/Dorothy Bangiola**

> also, i would like to export the data to include the email address associated to the part that is under notification.

**[2026-04-20 17:23:01] admin/Pearl**

> Ok, great.
>  Thanks for letting me know.
> 
>  - You’ll only pay the difference based on how much of your old (Standard) plan you’ve used so far in the current billing period.
> - This upgrade process is handled automatically, so you will be charged the prorated difference between the two plans.

**[2026-04-20 17:24:12] admin/Pearl**

> Here's how to get an export:

**[2026-04-20 17:25:06] admin/Pearl**

> [Image] [Image]

**[2026-04-20 17:27:25] user/Dorothy Bangiola**

> i do know that part, this issue is, it does not export the email address associated to the part that is in question.

**[2026-04-20 17:28:41] admin/Pearl**

> Which part do you mean by under notification?

**[2026-04-20 17:31:06] user/Dorothy Bangiola**

> [Image] here is the report that is exported, there is no email address associated to the part that the person who wants to be notified

**[2026-04-20 17:33:24] admin/Pearl**

> Check this file please:
>  [Attachment: "subscriptions_report (7).csv"]

**[2026-04-20 17:34:58] admin/Pearl [note]**

> dorothy@cgfordparts.com

**[2026-04-20 17:35:42] user/Dorothy Bangiola**

> THAT"S IT! where did you get that from?

**[2026-04-20 17:35:58] user/Dorothy Bangiola**

> is that from the Rocket Plan?

**[2026-04-20 17:36:54] admin/Pearl**

> No, from your own plan and panel :) You need to check the Requests tab:
>  [Image]

**[2026-04-20 17:37:06] admin/Pearl**

> Not the Demanding Products

**[2026-04-20 17:38:49] user/Dorothy Bangiola**

> ok i will, i don't want the chat to drop. Can we go ahead and make the switch to the Rocket Plan please?

**[2026-04-20 17:40:42] admin/Pearl**

> No problem.
>  Yes, sure. Here is how you can transition to the annual Rocket plan:
>  [Image]

**[2026-04-20 17:43:14] user/Dorothy Bangiola**

> [Image] why am I being charged more money now?

**[2026-04-20 17:48:12] user/Dorothy Bangiola**

> We don't need the rocket plan, so we will just stick with the standard and get a refund.

**[2026-04-20 17:50:01] user/Dorothy Bangiola**

> I don't understand why it says I owe money with the standard plan. Is it because it will be paid through April 2027?

**[2026-04-20 17:52:34] admin/Pearl**

> You were on the Legacy annual Standard which was $646.92:
>  [Image]
>  And since it will cover the new plan through annual and its paid upfront, you will see the amount that adds up to the annual Rocket plan which is $671.04

**[2026-04-20 17:52:47] admin/Pearl**

> Would you like to stay on your current plan or downgrade?

**[2026-04-20 17:56:26] user/Dorothy Bangiola**

> I want to stay on the standard plan, but I have been overpaying for the past 4 months. Will I receive a refund?

**[2026-04-20 17:57:16] user/Dorothy Bangiola**

> What did the legacy plan offer that the standard plan doesn't?

**[2026-04-20 17:57:47] admin/Pearl**

> May I ask how do you mean by overpaying?
>  Are you referring to the new pricing system?

**[2026-04-20 17:58:22] user/Dorothy Bangiola**

> Yes, why wasn't I just switched or advised to switch to the standard plan months ago?

**[2026-04-20 18:00:15] admin/Pearl**

> Thank you for sharing your concern.
>  With the previous legacy plans, when you reached the plan limit, for example for the number of notifications sent, the notifications continued to be sent but with a small fee per notification.
>  The new system does not have this and the feature is blocked until you upgrade or wait for the next cycle.

**[2026-04-20 18:01:35] admin/Pearl**

> This was shown in the Plans tab along with a notification explaining the update.
>  But I can understand why you feel like you might have wanted to switch sooner.
>  How about I check your subscription charge and issue a refund for the equal amount of the new Standard plan?

**[2026-04-20 18:02:21] user/Dorothy Bangiola**

> That seems fair.

**[2026-04-20 18:02:44] admin/Pearl**

> All right, a few moments please :)

**[2026-04-20 18:06:11] admin/Pearl**

> This is the invoice from November 4th regard your annual charge on the Standard plan ($430.85 USD):
>  [Image]

**[2026-04-20 18:07:41] admin/Pearl**

> Deducted from $383.04 will make $47.81 USD for the refund, is that correct?
> 
>  Can you share your invoice please?

**[2026-04-20 18:08:23] user/Dorothy Bangiola**

> just a sec.

**[2026-04-20 18:10:54] user/Dorothy Bangiola**

> I'm confused. What invoice are you referring to?

**[2026-04-20 18:12:12] admin/Pearl**

> The one for the annual charge on your legacy Standard plan:
>  [Image]

**[2026-04-20 18:12:51] user/Dorothy Bangiola**

> Are you going to refund 47.81 and extend until April 20, 2027?

**[2026-04-20 18:13:09] admin/Pearl**

> Yes

**[2026-04-20 18:13:20] user/Dorothy Bangiola**

> Perfect. Thank you!

**[2026-04-20 18:14:21] admin/Pearl**

> The 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]

**[2026-04-20 18:14:32] admin/Pearl**

> Any thing else I can do to help?

**[2026-04-20 18:14:52] user/Dorothy Bangiola**

> no, thanks again!

**[2026-04-20 18:15:10] admin/Pearl**

> You are welcome.
>  Please feel free to reach out any time :)

**[2026-04-20 18:15:18] admin/Pearl**

> Also, 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🙈

**[2026-04-20 18:15:34] user/Dorothy Bangiola**

> sure

**[2026-04-20 18:15:49] admin/Pearl**

> Thanks! Can you make me happy by leaving a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-04-20 18:18:13] admin/Pearl**

> And if you kindly decide to do so, can you let me know when its submitted please?🥹
>  Shopify takes a few days to publish reviews, and I don’t want to miss it.

**[2026-04-20 18:21:39] admin/Pearl [note]**

> [GIF]

**[2026-04-21 03:03:12] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-04-21 03:03:12] bot/Luna**

> [Conversation Rating Request]

</details>
