---
conversation_id: "215474349402828"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474349402828?view=List"
shopify_domain: "43c60c-2.myshopify.com"
shopify_url: "https://43c60c-2.myshopify.com"
company_name: "Paper Phenomenon"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-18T15:39:47Z"
closed_at: "2026-05-18T16:46:18Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "5709075"
assignee_name: "Dela"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Dela"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Kathy King"
customer_email: "info@paperphenomenon.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 313
seconds_to_first_admin_reply: 324
seconds_from_start_to_review_ask: 3622
seconds_from_handoff_to_review_ask: 3309
seconds_from_first_reply_to_review_ask: 3298
review_asked: true
review_ask_admin_name: "Dela"
num_messages: 94
customer_message_count: 47
admin_message_count_total: 38
note_count: 0
customer_word_count: 453
admin_word_count: 615
count_reopens: 0
count_assignments: 5
handling_time_seconds: 3678
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: "215474356317216"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474356317216?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-19T02:18:38Z"
seconds_from_ask_to_review: 34709
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 215474349402828 — Paper Phenomenon ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474349402828?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474356317216?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://43c60c-2.myshopify.com)

## Overview
- **Merchant:** Kathy King — `info@paperphenomenon.com` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** 43c60c-2.myshopify.com · 🌍 Warrensburg, Missouri, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2023-10-12
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $19/monthly
- **Installed on:** 2025-04-23 19:24:13 UTC
- **Install to conversation start:** 1 year before this conversation
- **Uninstalled on:** 2025-01-01 18:36:22 UTC ⚠️
- **Active:** Yes
- **Sales revenue through Discounty:** USD 189,481
- **Total orders through Discounty:** 4645

## Summary
Jane (operating under Kathy King's account) was unable to create an Advanced Discount Code 'CAH09' in Discounty, receiving an 'already in use' error even after deleting the code from Shopify Discounts. After the AI bot Luna exhausted its troubleshooting steps, human agent Dela took over, gained collaborator access, and ultimately discovered that the error persisted because the same collection was listed in both the include and exclude sections of the discount campaign. Removing the duplicate collection resolved both the original creation error and a secondary configuration error.

> "brilliant! I never would have caught that. 🤦🏼‍♀️"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-18 15:39:47 | +0s | — |
| Handed to human (Dela) | 2026-05-18 15:45:00 | +5m 13s | +0s |
| First reply to customer | 2026-05-18 15:45:11 | +5m 24s | +11s |
| Review requested by Dela | 2026-05-18 16:40:09 | +1h 0m | +55m 9s |
| Conversation closed | 2026-05-18 16:46:18 | +1h 6m | +1h 1m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-19 02:18:38 | +10h 38m | +10h 33m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount code 'already in use' error | Merchant could not create discount code CAH09 because Discounty kept saying it was already in use, even after deleting it from Shopify Discounts. | yes |
| 2 | How-To / Setup | Collections in both include and exclude sections | Merchant wanted to use collections for both the include and exclude sections of a discount campaign and received an error when trying to do so. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna provided standard troubleshooting steps for the 'already in use' error, asked clarifying questions about campaign type, and escalated to a human agent when the issue persisted after the merchant confirmed the code had already been deleted.

## Review request
- **Asked:** Yes — +1h 0m after conversation start (+55m 9s after human handoff)
- **Requested by:** Dela
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-19 02:18:38 UTC
- **Time from ask to review publish:** +9h 38m
- **Time from conversation start to publish:** +10h 38m
- **Match method:** `ok`
- **Shop name on review:** Paper Phenomenon
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Dela was absolutely wonderful to work with! I reached out to Discounty support and Dela found an issue that I never would have caught on my own. She was helpful, knowledgeable, and made the whole process so much easier. I truly appreciate the extra care and attention to detail. Excellent support experience — thank you, Dela!

## Statistics
- **Messages:** 94 (47 customer, 38 admin)
- **Internal notes:** 0
- **Word count:** customer 453, admins 615
- **Total handling time (Intercom):** +1h 1m
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Dela)
- **Primary assignee:** Dela
- **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:** - Same collection appearing in both include and exclude lists caused an undescriptive validation error that prevented discount campaign creation

## Full transcript
<details>
<summary>Click to expand — 94 messages</summary>

**[2026-05-18 15:39:47] user/Kathy King [source]**

> I'm trying to create a discount code and it keeps saying its already in use

**[2026-05-18 15:40:12] bot/Luna**

> Hi Kathy - I’m Luna, an AI assistant. If you want, a human teammate can step in too.
>  That “already in use” message usually means the exact same discount code already exists somewhere in Shopify (Discounty creates Shopify discount codes, and Shopify manages them).
>  Quick checks:
>  - In Shopify Admin → Discounts, search for that code and see if it’s already created (active or inactive).
> - If you’re using an Advanced Discount Code campaign, note it creates a single code customers enter at checkout, so reusing the same code will trigger that message.
>  What exact code are you trying to create, and are you making an Advanced Discount Code campaign or a different type?
>  Sources: Discount campaign types in Discounty How to create a Advanced Discount Code (Product Discounts + Order + Shipping)

**[2026-05-18 15:40:57] user/Kathy King**

> CAH09

**[2026-05-18 15:41:09] bot/Luna**

> That “already in use” message means the exact code CAH09 already exists as a Shopify discount code somewhere in your store (Discounty creates Shopify discount codes, and Shopify manages them).
>  Steps:
>  1. In Shopify Admin, go to Discounts and search for CAH09.
> 2. If it exists, either delete it (or rename it) and then try creating the code again.
> 3. If you’re using an Advanced Discount Code campaign, note it creates a single code customers enter at checkout, so reusing the same code will trigger that message.
>  Quick check: are you creating an Advanced Discount Code campaign, or a different campaign type?
>  Source: Discount campaign types in Discounty

**[2026-05-18 15:41:31] user/Kathy King**

> advanced discount code

**[2026-05-18 15:41:47] bot/Luna**

> That makes sense, Kathy - with an Advanced Discount Code campaign, the code you enter is a single Shopify discount code customers type at checkout, so Shopify will block it if that exact code already exists anywhere in your store.
>  What to do:
>  1. In Shopify Admin, go to Discounts and search for CAH09.
> 2. If it exists, either delete it or rename it.
> 3. Then go back to Discounty and try creating the Advanced Discount Code campaign again with CAH09 (or use Generate random code to avoid conflicts).
>  Extra: Advanced Discount Code campaigns are code-based and not applied automatically.
>  Sources: How to create a Advanced Discount Code (Product Discounts + Order + Shipping) Discount campaign types in Discounty

**[2026-05-18 15:41:48] bot/Luna**

> Is that what you were looking for?

**[2026-05-18 15:42:02] user/Kathy King**

> it does not exist in discounts

**[2026-05-18 15:42:07] user/Kathy King**

> I already deleted it

**[2026-05-18 15:42:12] bot/Luna**

> Thanks for the update, Kathy! Since the code isn’t showing up in Shopify Discounts and you’ve already deleted it, would you like me to connect you with a human agent to look into this further? Or if you want, you can share more details here and I’ll keep helping you troubleshoot.

**[2026-05-18 15:42:14] user/Kathy King**

> but I'm still getting the error

**[2026-05-18 15:42:19] bot/Luna**

> I'll connect you with someone from our team who can help resolve this. Meanwhile, could you share any additional details about the error or what you’ve tried so far? This will help them assist you more efficiently.

**[2026-05-18 15:42:39] user/Kathy King**

> human

**[2026-05-18 15:42:48] bot/Luna**

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

**[2026-05-18 15:43:11] user/Kathy King**

> I have an issue that's slowing me down

**[2026-05-18 15:43:12] 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:

**[2026-05-18 15:43:12] bot/Luna**

> [Conversation Rating Request]

**[2026-05-18 15:43:13] 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 info@paperphenomenon.com.

**[2026-05-18 15:44:24] user/Kathy King**

> I'm trying to create a code CAH09. I had previously tried to make it in discounts, but ran into an issue so I deleted it and tried to create it in discounty. I'm getting an error saying the code is already in use. I need this code!! please help

**[2026-05-18 15:45:11] admin/Dela**

> Hi Kathy!👋🏼 ﻿Hope you're doing great. This is Dela here from Discounty.

**[2026-05-18 15:45:29] admin/Dela**

> Let me check your panel and be right back

**[2026-05-18 15:47:18] admin/Dela**

> The campaign is showing an Error 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

**[2026-05-18 15:47:23] admin/Dela**

> If you check your Shopify discounts and don’t see any duplicates, please let us know, and we’ll investigate.

**[2026-05-18 15:47:48] user/Kathy King**

> this is Jane, actually

**[2026-05-18 15:48:07] admin/Dela**

> Nice to meet you, Jane😊

**[2026-05-18 15:48:14] user/Kathy King**

> I did delete it before I contacted you

**[2026-05-18 15:48:55] admin/Dela**

> I see. Thanks for letting me know. Can you please refresh and try creating it on Discounty once again?

**[2026-05-18 15:49:24] user/Kathy King**

> did that before I contacted you

**[2026-05-18 15:49:29] user/Kathy King**

> still get the error

**[2026-05-18 15:49:51] user/Kathy King**

> I closed shopify and reopened it too

**[2026-05-18 15:50:13] admin/Dela**

> Hmm.. Let me check something and be right back

**[2026-05-18 15:55:48] user/Kathy King**

> any luck?

**[2026-05-18 15:56:21] admin/Dela**

> I just sent you a collab access to take a closer look into it. Please accept it and let me know.

**[2026-05-18 15:56:41] admin/Dela**

> Also, please let me know what should the setting of the code be.

**[2026-05-18 15:57:00] user/Kathy King**

> where does the collab access show up?

**[2026-05-18 15:57:10] admin/Dela**

> You can check your store’s main email address to review the request.
> 
>  If you don’t have access to the email, you can review the request from your Shopify panel: Settings &gt; Users and permissions &gt; Collaborators
>  [Image]

**[2026-05-18 15:59:24] user/Kathy King**

> I only have "users". I don't have "and permissions". that's probably Kathy's login access

**[2026-05-18 16:00:03] user/Kathy King**

> do I need to log in as kathy?

**[2026-05-18 16:00:19] admin/Dela**

> That can be it. Can you ask them to approve? I assume you don't have access to the owner's email as well. Right?

**[2026-05-18 16:00:42] user/Kathy King**

> I have access to the info@pp email, but not her gmail address

**[2026-05-18 16:01:38] admin/Dela**

> I see. So, I guess you'd better ask here to accept the request. Can you?

**[2026-05-18 16:01:56] user/Kathy King**

> yes hold on

**[2026-05-18 16:02:08] admin/Dela**

> Take your time. I'll be right here

**[2026-05-18 16:08:54] user/Kathy King**

> she gave you access

**[2026-05-18 16:09:32] user/Kathy King**

> she says it says active now for your access

**[2026-05-18 16:10:49] admin/Dela**

> I'll check now

**[2026-05-18 16:11:13] user/Kathy King**

> she had a hard time finding it. her dashboard doesn't look like your screenshot

**[2026-05-18 16:13:00] admin/Dela**

> Oh. Thanks for letting me know. There must be some new panels. We must reconsider our screenshots.

**[2026-05-18 16:13:24] user/Kathy King**

> do you have what you need?

**[2026-05-18 16:14:42] admin/Dela**

> I do. I'm in and checking somthing now.

**[2026-05-18 16:16:14] admin/Dela**

> By the way, can you tell me what kind of discount the code should be?

**[2026-05-18 16:16:35] user/Kathy King**

> 50% off certain categories and excluding certain catagories

**[2026-05-18 16:16:51] user/Kathy King**

> collections, not categories

**[2026-05-18 16:18:15] admin/Dela**

> The code is now active!

**[2026-05-18 16:18:21] admin/Dela**

> Can you please check it out?

**[2026-05-18 16:19:24] user/Kathy King**

> checking now

**[2026-05-18 16:20:29] user/Kathy King**

> New error - what does this mean? choose a different resource for either the include or exclude sections

**[2026-05-18 16:20:58] user/Kathy King**

> we have hundreds of products that I need to exclude. can't I use collections for both include and exclude?

**[2026-05-18 16:21:49] admin/Dela**

> Are you referring to this?
>  [Image]

**[2026-05-18 16:21:59] user/Kathy King**

> this was the same error that I was getting in Discounts.

**[2026-05-18 16:22:10] user/Kathy King**

> no. I'll screenshjot

**[2026-05-18 16:22:22] user/Kathy King**

> [Image]

**[2026-05-18 16:22:41] user/Kathy King**

> [Image]

**[2026-05-18 16:22:59] user/Kathy King**

> the error in red at the bottom of second screenshot

**[2026-05-18 16:23:55] admin/Dela**

> May I know in what scenario this appears? Cause with the current setting it goes live with no issue

**[2026-05-18 16:24:36] user/Kathy King**

> the one you made live is my test. it uses collections for include and individual items for exclude. I added about 5 or 6 products to test it.

**[2026-05-18 16:25:18] user/Kathy King**

> like I said, I have hundreds of products that I need to exclude. don't really want to scroll through 600 products to choose them individually. would rather choose the 10 or so collections for exclude

**[2026-05-18 16:28:02] admin/Dela**

> I'm here to help you figure out the issue and resolve it. However, it's only possible once I can recreate the issue on my side to find the root and fix it. So, in your test one, I can see that you have included some collections and excluded some individual products, meaning that you're using two different filters. Now please tell me how it is different in your real one? I need to know the exact difference to pinpoint the issue.

**[2026-05-18 16:29:07] user/Kathy King**

> in my real one I want to choose collections for BOTH include and exclude.

**[2026-05-18 16:30:01] user/Kathy King**

> when I select "collections" under "exclude", choose a few collections and try to save the code, I get that error that tells me I can't use "collections" in both include and exclude

**[2026-05-18 16:30:14] user/Kathy King**

> as you can see in my second screenshot

**[2026-05-18 16:30:54] admin/Dela**

> Uh huh! I see it now. Thanks for confirming.

**[2026-05-18 16:31:31] user/Kathy King**

> I don't remember ever having this issue before on other codes. I always used "collections" under both include and exclude

**[2026-05-18 16:31:33] user/Kathy King**

> no problem

**[2026-05-18 16:32:06] admin/Dela**

> Let me check something real quick and be right back

**[2026-05-18 16:35:10] admin/Dela**

> I just checked and it's possible to use collection filter both for including and excluding. So, there must be something else. Can you tell me one of the collection needs to be excluded so I can check on my side as well?

**[2026-05-18 16:35:33] user/Kathy King**

> 2025 Digital Papers only

**[2026-05-18 16:37:13] admin/Dela**

> That's because it's included as well
>  [Image] We can simply remove it from the inclusion list

**[2026-05-18 16:37:35] user/Kathy King**

> aha!

**[2026-05-18 16:37:44] admin/Dela**

> 😁

**[2026-05-18 16:37:54] admin/Dela**

> Can you check and let me know the final result?

**[2026-05-18 16:39:14] user/Kathy King**

> brilliant! I never would have caught that. 🤦🏼‍♀️

**[2026-05-18 16:39:32] user/Kathy King**

> thank you so much. so if I get that error again, I will check for a duplicate under include

**[2026-05-18 16:39:39] user/Kathy King**

> thank you so much

**[2026-05-18 16:39:45] admin/Dela**

> You did a great job leading me to find it

**[2026-05-18 16:39:54] admin/Dela**

> My absolute pleasure!

**[2026-05-18 16:39:58] admin/Dela**

> By the way..

**[2026-05-18 16:40:09] 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 16:41:18] 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 16:44:51] user/Kathy King**

> submitted!

**[2026-05-18 16:45:35] admin/Dela**

> Thanks so much, Jane!😍

**[2026-05-18 16:45:54] admin/Dela**

> Wish you a great restt of the day and tons of sales!

**[2026-05-18 16:46:29] bot/Luna**

> Help Dela understand how they’re doing:

**[2026-05-18 16:46:30] bot/Luna**

> [Conversation Rating Request]

</details>
