---
conversation_id: "215473736951199"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/mentions/conversation/215473736951199?view=Listt"
shopify_domain: "mgwc4t-hf.myshopify.com"
shopify_url: "https://mgwc4t-hf.myshopify.com"
company_name: "Cubanas Shoes"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-01T15:58:09Z"
closed_at: "2026-04-10T05:34:35Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "Portuguese"
region: "Spain"
region_source: "company_country"
assignee_admin_id: "7253717"
assignee_name: "Miles"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Miles"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Assistant BFWoman"
customer_email: "support@cubanas-shoes.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "support"
seconds_to_human_handoff: 64778
seconds_to_first_admin_reply: 64778
seconds_from_start_to_review_ask: 66859
seconds_from_handoff_to_review_ask: 2081
seconds_from_first_reply_to_review_ask: 2081
review_asked: true
review_ask_admin_name: "Miles"
num_messages: 59
customer_message_count: 21
admin_message_count_total: 32
note_count: 3
customer_word_count: 176
admin_word_count: 835
count_reopens: 2
count_assignments: 4
handling_time_seconds: 4040
sla_name: "Paid Chats First 5min"
sla_status: "missed"
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: 5
review_ticket_id: "215473760656678"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215473760656678?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-03T10:46:51Z"
seconds_from_ask_to_review: 87263
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 215473736951199 — Cubanas Shoes ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/mentions/conversation/215473736951199?view=Listt)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215473760656678?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://mgwc4t-hf.myshopify.com)

## Overview
- **Merchant:** Assistant BFWoman — `support@cubanas-shoes.com` (team mailbox (`support@…` — a shared inbox, not a single person))
- **Store:** mgwc4t-hf.myshopify.com · 🌍 Lisbon, Lisbon, Portugal
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** Portuguese

## Store profile
- **Shopify plan:** Grow
- **Currency:** EUR
- **Store created on Shopify:** 2026-01-13

## App usage — Discounty
- **Discounty plan:** Starter
- **Installed on:** 2026-03-03 09:05:33 UTC
- **Install to conversation start:** 29 days before this conversation
- **Uninstalled on:** 2026-03-03 09:00:42 UTC ⚠️
- **Active:** Yes
- **Sales revenue through Discounty:** EUR 5,946
- **Total orders through Discounty:** 58

## Summary
A merchant running a discount campaign in Discounty found that not all products in their shoe collection were showing the discounted price. After the AI bot Luna provided initial troubleshooting steps without success, human agent Miles investigated, deactivated and reactivated the campaign, which temporarily resolved the issue. However, the discounts reverted later, and Miles identified that another third-party app was likely overwriting Discounty's price changes, providing detailed guidance on how to identify and resolve the conflict.

> "Os artigos voltaram a aparecer sem o desconto. E são os mesmos artigos de hoje de manhã"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-01 15:58:09 | +0s | — |
| Handed to human (Miles) | 2026-04-02 09:57:47 | +17h 59m | +0s |
| First reply to customer | 2026-04-02 09:57:47 | +17h 59m | +0s |
| Review requested by Miles | 2026-04-02 10:32:28 | +18h 34m | +34m 41s |
| Conversation closed | 2026-04-10 05:34:35 | +8d 13h | +7d 19h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-03 10:46:51 | +1d 18h | +1d 0h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount not applying to all products | The merchant wanted to know why not all products in their shoe collection were showing the campaign discount. | partial |
| 2 | Technical Bug | Discounts reverting after application | The merchant reported that the discounts disappeared again on the same products shortly after being fixed. | partial |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna provided common troubleshooting steps for discounts not applying (checking campaign status, product visibility, Shopify Markets fixed prices, and smart collections), but was unable to resolve the issue and connected the merchant to a human agent upon request.

## Review request
- **Asked:** Yes — +18h 34m after conversation start (+34m 41s after human handoff)
- **Requested by:** Miles
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-03 10:46:51 UTC
- **Time from ask to review publish:** +1d 0h
- **Time from conversation start to publish:** +1d 18h
- **Match method:** `ok`
- **Shop name on review:** Cubanas Shoes
- **App listed on review:** Discounty: Bulk Discount Sales

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

## Statistics
- **Messages:** 59 (21 customer, 32 admin)
- **Internal notes:** 3
- **Word count:** customer 176, admins 835
- **Total handling time (Intercom):** +1h 7m
- **Reopens:** 2
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ❌ missed

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

## Tags & Topics
- **Tags:** Started by Chat, Discounty - Shopify get products API bug, Discounty - asked for review
- **Topics:** DS - Asked for review

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced issues with a discount campaign not applying to all products, expressed frustration, and engaged in a high-effort conversation. The AI Agent provided initial troubleshooting but could not resolve the issue, leading to a handoff to a teammate who successfully identified and resolved the problem, with the customer confirming resolution and expressing gratitude.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Third-party app conflict overwriting Discounty price and compare-at price fields after campaign activation
- Discounty cannot lock prices in Shopify admin to prevent other apps from overwriting them

## Full transcript
<details>
<summary>Click to expand — 59 messages</summary>

**[2026-04-01 15:58:09] user/Assistant BFWoman [source]**

> Estou com uma campanha de descontos, mas nem todos os artigos aparecem com o desconto, como no da categoria de sapatos, que todos os sapatos deveriam estar com descontos. O que pode estar acontecendo? https://cubanas-shoes.com/collections/sapatos

**[2026-04-01 15:58:43] bot/Luna**

> Olá, sou a Luna, uma assistente de IA. Posso ajudar a perceber o que se passa e, se necessário, pode pedir para um colega humano entrar na conversa.
>  Isto normalmente acontece porque a campanha não está, de facto, a ser aplicada a esses artigos (mesmo que estejam na mesma coleção). Causas comuns: os produtos não estão Ativos e Publicados na Loja Online, a campanha não está Ativa, ou o Shopify Markets tem um Preço fixo que bloqueia o desconto.
>  Verificações rápidas:
>  1. No Discounty, confirme que o estado da campanha está Ativo.
> 2. No Shopify, confirme que cada produto de sapatos está Ativo e publicado na Loja Online e, depois, desative e reative a campanha para sincronizar novamente.
> 3. No Admin do Shopify → Markets → Catálogos, verifique se algum sapato tem um Preço fixo e remova-o; depois desative/reative a campanha.
> 4. Se estiver a usar uma Coleção inteligente, mude a campanha para uma tag de produto (as Coleções inteligentes podem ser ignoradas pela API da Shopify).
>  Se me disser se a sua campanha está a direcionar uma Coleção inteligente ou uma tag, posso indicar-lhe o melhor próximo passo.
>  [Image] [Image] Source: Why aren’t some or all products discounted in my “Bulk price editor” (formerly named "General discount") campaign?

**[2026-04-01 15:58:44] bot/Luna**

> É isto que procurava?

**[2026-04-01 16:02:47] bot/Luna**

> Se ainda precisar de ajuda para resolver o problema com a sua campanha de descontos, estou aqui para ajudar! Poderia me contar mais sobre como configurou a campanha, especialmente se está usando coleções inteligentes ou tags?

**[2026-04-01 16:04:44] bot/Luna**

> Ajude Luna a perceber qual a sua opinião sobre o seu trabalho:

**[2026-04-01 16:04:44] bot/Luna**

> [Conversation Rating Request]

**[2026-04-02 09:51:41] user/Assistant BFWoman [open]**

> Os produtos ainda encontram-se sem desconto. Já conferi todos os pontos solicitados mas não há nada de errado

**[2026-04-02 09:51:45] bot/Luna**

> Entendo que isso deve ser frustrante, especialmente após verificar tudo! Gostaria que eu conectasse você com um agente humano? Ou, se preferir, pode me dar mais detalhes para continuarmos tentando resolver juntos.

**[2026-04-02 09:52:01] user/Assistant BFWoman**

> gostaria de falar com um agente

**[2026-04-02 09:52:06] bot/Luna**

> Claro, vou conectá-lo a alguém da nossa equipe. Enquanto isso, poderia compartilhar mais detalhes sobre o problema para que possam ajudar de forma mais eficiente?

**[2026-04-02 09:52:40] bot/Luna**

> Vamos conectá-lo com a equipe. ​ Qual opção melhor se aplica ao motivo pelo qual você nos contatou hoje?

**[2026-04-02 09:57:47] admin/Miles**

> Hello there,
> 
>  Thank you for reaching out to us!
>  I’m Miles from the Customer Care Team, and I’m happy to assist you today 🙋‍♂️.

**[2026-04-02 09:58:10] user/Assistant BFWoman**

> Olá, Miles! Tenho uma campanha com desconto em algumas coleções, mas nem todos os artigos destas coleções aparecem com o desconto e não consigo perceber o porque.

**[2026-04-02 09:58:45] admin/Miles**

> Please let me check your campaign and get back to you.

**[2026-04-02 10:00:12] user/Assistant BFWoman**

> Ok

**[2026-04-02 10:03:00] admin/Miles**

> Thank you for your patience. I see that your campaign includes 2,513 variants.
>  To help identify the issue, could you please clarify whether the items you are referring to received the discount after the campaign was activated, and after a while, their prices reverted, or if they never received the discount at all?

**[2026-04-02 10:03:25] user/Assistant BFWoman**

> eles nunca receberam o desconto

**[2026-04-02 10:04:17] admin/Miles**

> I see. Is there a possibility that those items have a fixed price in your Shopify markets?

**[2026-04-02 10:05:33] user/Assistant BFWoman**

> acho que não, pois eu não tenho catálogos criados nos mercados

**[2026-04-02 10:10:35] admin/Miles**

> Thank you for letting me know. Please let me check one more thing from our side.
> 
>  Before proceeding, could you please provide a product URL that you are certain should have received the 15% discount but did not?

**[2026-04-02 10:10:56] user/Assistant BFWoman**

> sim

**[2026-04-02 10:11:11] user/Assistant BFWoman**

> https://cubanas-shoes.com/products/soca-em-camurca-azul-e-plataforma?variant=56691941605720

**[2026-04-02 10:14:36] admin/Miles**

> I'm looking into this now.
>  [GIF]

**[2026-04-02 10:16:52] user/Assistant BFWoman**

> 🤣

**[2026-04-02 10:17:28] admin/Miles**

> 😅
>  Would it be alright if I briefly deactivate and then reactivate your campaign?

**[2026-04-02 10:18:10] user/Assistant BFWoman**

> sim sim

**[2026-04-02 10:18:38] admin/Miles [note]**

> [Image]

**[2026-04-02 10:19:49] admin/Miles**

> Thanks! I can see that you've already deactivated it 🙏
>  [Image]

**[2026-04-02 10:21:57] admin/Miles**

> Also, is your collection type Smart Collection?

**[2026-04-02 10:22:16] admin/Miles**

> The ones you have included in your campaign.

**[2026-04-02 10:23:44] admin/Miles [note]**

> [Image]

**[2026-04-02 10:24:30] user/Assistant BFWoman**

> Não, eu não tenho nenhuma coleção inteligente

**[2026-04-02 10:28:35] admin/Miles**

> Can you please check it again? As I can see, the items now have the discount:
>  [Image]

**[2026-04-02 10:29:38] admin/Miles**

> This is your collection:
>  [Image]

**[2026-04-02 10:30:28] user/Assistant BFWoman**

> sim, ao que conferi, está tudo certo

**[2026-04-02 10:30:30] user/Assistant BFWoman**

> obrigada!

**[2026-04-02 10:30:42] admin/Miles**

> You're most welcome! It's my honor to help you 💚

**[2026-04-02 10:31:28] admin/Miles**

> If you noticed that the discounts are reverted after a while, please let us know to guide you, ok?

**[2026-04-02 10:32:07] admin/Miles**

> I’m always here to help you 😊
>  Is there anything else you’d like me to take care of for you at the moment?

**[2026-04-02 10:32:23] user/Assistant BFWoman**

> okay! vou observar. muito obrigada :)

**[2026-04-02 10:32:28] admin/Miles**

> Also, I was wondering...
>  Can I ask for a little favor? I’d love it if you could make my day by leaving us a short review before you go! 🙈😍

**[2026-04-02 10:32:34] user/Assistant BFWoman**

> no momento, é só isso mesmo

**[2026-04-02 10:32:38] admin/Miles**

> I promise it would just take less than 1 minute and 2 clicks but helps me a lot... 🙏
>  May I share the link with you? ⚡

**[2026-04-02 10:32:46] user/Assistant BFWoman**

> pode sim

**[2026-04-02 10:33:07] admin/Miles**

> Thanks so much for considering it!
>  We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us.
> 
>  😍😌 Here’s the direct link for you:
>  ​﻿﻿​🔗 Discounty | Review Link
> 
>  Oh, and if you mention my name, I’ll be over the moon when I'm reading it 🌙
>  [Image]

**[2026-04-02 10:34:50] admin/Miles**

> Also, since Shopify usually takes 1-2days to publish reviews, can I expect it to be a 5-star one? 🥹

**[2026-04-02 10:35:14] user/Assistant BFWoman**

> Claro! Vou já avaliar

**[2026-04-02 10:35:52] admin/Miles**

> Thank you so much! You're a gem! 💎

**[2026-04-02 10:37:33] admin/Miles**

> That’s really kind of you 💜 I sometimes check the review page and look out for familiar store names like yours (Cubanas Shoes) - it’s honestly become a little hobby of mine 😊

**[2026-04-02 10:38:07] admin/Miles**

> Looking forward to reading your kind words when Shopify publishes them 🤞

**[2026-04-02 10:38:51] user/Assistant BFWoman**

> que legal! muito obrigada! já enviei a avaliação

**[2026-04-02 10:39:04] user/Assistant BFWoman**

> tenha um bom dia e um bom trabalho!

**[2026-04-02 10:39:20] admin/Miles**

> Your kindness truly brightened my day! 🕺
>  Please don't hesitate to reach out anytime; it's always a pleasure to assist you.
> 
>  Wishing you a wonderful day! ✨ ﻿Your friend at Discounty, ﻿Miles

**[2026-04-02 10:39:23] admin/Miles**

> [GIF]

**[2026-04-02 10:39:37] bot/Luna**

> Ajude Miles a perceber qual a sua opinião sobre o seu trabalho:

**[2026-04-02 10:39:37] bot/Luna**

> [Conversation Rating Request]

**[2026-04-02 14:40:11] user/Assistant BFWoman [open]**

> Olá, Miles! Os artigos voltaram a aparecer sem o desconto. E são os mesmos artigos de hoje de manhã

**[2026-04-02 14:42:06] admin/Miles [note]**

> Miles
>  MentionR 105

**[2026-04-02 14:52:06] admin/Miles**

> Hi Elmich team,
> 
>  Thank you for your response. Please allow me to explain the situation.
> 
>  When a Bulk Price Editor campaign is activated in Discounty, we update both the product price and the compare-at price based on the campaign settings so the discount shows correctly on the storefront. If those discounted prices appear at first but later revert to the original values, this usually means another app or integration has updated the same price fields after Discounty finished applying the campaign.
> 
>  In most cases, the cause is another tool connected to Shopify that can edit the product price or compare-at price, especially apps with repricing, syncing, feed updates, inventory updates, compare-at adjustments, or scheduled changes. Common examples are inventory or ERP connectors, feed managers for channels like Google or Facebook, dynamic pricing tools, or print-on-demand platforms. While Discounty can apply and remove the campaign prices when you activate or deactivate the campaign, we do not have the ability to lock those prices in your Shopify admin, so another app with access to those fields can still overwrite them afterward.
> 
>  To resolve this, we recommend checking your installed apps in Shopify Admin → Settings → Apps &amp; sales channels and reviewing whether any of them can edit price or compare-at price, especially on a timer or sync schedule. For any app you identify, you can disable its price editing feature, reschedule its updates to run before the Discounty campaign so Discounty remains the final update, exclude discounted products through tags or collections if that app supports it, or temporarily pause that app during the promotion.
> 
>  After that, please deactivate the Bulk Price Editor campaign and then activate it again so Discounty can reapply the discounts.
> 
>  Please note that deactivating the campaign will revert the products back to their original state from before the campaign was activated, which can also override any price changes made while the campaign was active. Once reactivated, we recommend monitoring the affected products for the next 24 hours. If the prices stay discounted, that usually confirms the conflict has been resolved.
>  You can also find our troubleshooting guide here: https://help.discounty.ai/en/articles/11400110-why-the-bulk-price-editor-formerly-general-discount-discounts-show-up-then-vanish-minutes-or-hours-later

</details>
