---
conversation_id: "215474021114165"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474021114165"
shopify_domain: "vukxbs-u0.myshopify.com"
shopify_url: "https://vukxbs-u0.myshopify.com"
company_name: "Dinhalsa.nu"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-22T14:02:37Z"
closed_at: "2026-04-22T14:45:23Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Sweden"
region_source: "company_country"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Pearl", "Stella"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Happy Thighs AB"
customer_email: "info@dinhalsa.nu"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 241
seconds_to_first_admin_reply: 338
seconds_from_start_to_review_ask: 1683
seconds_from_handoff_to_review_ask: 1442
seconds_from_first_reply_to_review_ask: 1345
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 41
customer_message_count: 19
admin_message_count_total: 16
note_count: 0
customer_word_count: 179
admin_word_count: 413
count_reopens: 0
count_assignments: 8
handling_time_seconds: 2333
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: "215474025049466"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474025049466"
review_rating: 5
review_posted_at: "2026-04-22T18:20:21Z"
seconds_from_ask_to_review: 13781
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 215474021114165 — Dinhalsa.nu ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474021114165)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474025049466)  ·  🔗 [Visit Shopify store](https://vukxbs-u0.myshopify.com)

## Overview
- **Merchant:** Happy Thighs AB — `info@dinhalsa.nu` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** vukxbs-u0.myshopify.com · 🌍 Västra Götaland County, Sweden
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** SEK
- **Store created on Shopify:** 2025-04-28

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-03-23 12:49:55 UTC
- **Install to conversation start:** 1 month before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** SEK 525
- **Total orders through Discounty:** 1

## Summary
The merchant from Happy Thighs AB reported that a 25% bulk price discount was showing on product pages but disappearing when items were added to the cart. After investigation, the human agent Pearl determined that the affected products were bundle/package products, which Discounty does not natively support for fixed-price bundle discounts. Pearl offered workaround options including multi-product discount campaigns and BOGO features, and the merchant was satisfied with the explanation.

> "does it have anything to do with that these products are packages with several products in each package?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-22 14:02:37 | +0s | — |
| Handed to human (Pearl) | 2026-04-22 14:06:38 | +4m 1s | +0s |
| First reply to customer | 2026-04-22 14:08:15 | +5m 38s | +1m 37s |
| Review requested by Pearl | 2026-04-22 14:30:40 | +28m 3s | +24m 2s |
| Conversation closed | 2026-04-22 14:45:23 | +42m 46s | +38m 45s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 18:20:21 | +4h 17m | +4h 13m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount not applying in cart | The merchant asked why a bulk price discount visible on the product page disappears when items are added to the cart. | partial |
| 2 | Feature Request | Bundle product discount support | The merchant asked how to apply discounts to bundle/package products, which the app does not fully support. | partial |
| 3 | How-To / Setup | Multi-product discount setup | The merchant asked how to create rules that trigger a discount when specific products are in the cart together. | 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 disappearing issue by suggesting cache clearing and campaign reactivation, but could not resolve it and escalated to a human agent upon the merchant's request.

## Review request
- **Asked:** Yes — +28m 3s after conversation start (+24m 2s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 18:20:21 UTC
- **Time from ask to review publish:** +3h 49m
- **Time from conversation start to publish:** +4h 17m
- **Match method:** `ok`
- **Shop name on review:** Dinhalsa.nu
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Quick reply, Pearl helped me solve the problem

## Statistics
- **Messages:** 41 (19 customer, 16 admin)
- **Internal notes:** 0
- **Word count:** customer 179, admins 413
- **Total handling time (Intercom):** +38m 53s
- **Reopens:** 0
- **Assignments:** 8
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 2 (Pearl, Stella)
- **Primary assignee:** Pearl
- **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
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer experienced a product limitation with discounts not applying correctly to bundles. The AI Agent provided initial guidance but the customer escalated to a teammate who gave a thorough explanation and resolution.

## Sentiment & Resolution
- **Sentiment:** neutral
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** Fast Bundle
- **External blockers:** - Discounty does not support fixed-price bundle/package product discounts

## Full transcript
<details>
<summary>Click to expand — 41 messages</summary>

**[2026-04-22 14:02:37] user/Happy Thighs AB [source]**

> Hi! I have added a disocunt that shows un the website but when I place it in the basket to order the discount disapears. How can I solve this?

**[2026-04-22 14:02:56] bot/Luna**

> Hi Happy - I’m Luna, an AI assistant. If the discount shows on the product page but disappears in the cart, it’s usually because the cart is only showing the final discounted price (not the original price with a strikethrough), and that depends on your Shopify theme.
>  Quick check so I can guide you correctly: is this a Discounty campaign (like Bulk price editor) or a discount code you created in the app?
>  If it’s a discount code: codes that aren’t auto-applied won’t show in the cart - customers must enter them at checkout.
>  If it’s a campaign: try deactivating and reactivating the campaign, then clear your browser cache and test in an incognito window.
>  Source: Why aren’t some or all products discounted in my “Bulk price editor” (formerly named "General discount") campaign?

**[2026-04-22 14:03:46] user/Happy Thighs AB**

> yes a bulk price

**[2026-04-22 14:03:59] bot/Luna**

> That’s expected for a Bulk price editor campaign: the discount usually won’t show as a “discount line” in the cart or checkout, and many themes only display the final discounted price (not the original price with a strikethrough).
>  If the price is actually reverting back to the original after a while, it’s usually another app (or a manual edit) overriding the price after Discounty writes it.
>  Quick fix:
>  1. In Discounty → Campaigns, deactivate the campaign, then activate it again to re-sync prices.
> 2. Check Shopify Admin → Settings → Apps &amp; sales channels for any app that changes “Price” or “Compare-at price” (inventory, feed, dynamic pricing, etc.) and adjust/disable it so Discounty is the final write.
>  Sources: Why aren’t some or all products discounted in my “Bulk price editor” (formerly named "General discount") campaign? Why the "Bulk price editor" (formerly "General discount") discounts show up, then vanish minutes or hours later?

**[2026-04-22 14:03:59] bot/Luna**

> Is that what you were looking for?

**[2026-04-22 14:05:47] user/Happy Thighs AB**

> may I talk with a human

**[2026-04-22 14:05:54] bot/Luna**

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

**[2026-04-22 14:06:28] bot/Luna**

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

**[2026-04-22 14:07:19] user/Happy Thighs AB**

> I have an issue that's slowing me down

**[2026-04-22 14:07:20] 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:

**[2026-04-22 14:07:20] bot/Luna**

> [Conversation Rating Request]

**[2026-04-22 14:07:21] 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@dinhalsa.nu.

**[2026-04-22 14:08:15] admin/Pearl**

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

**[2026-04-22 14:09:23] user/Happy Thighs AB**

> I have other campaigns where the discount works but not on one of them

**[2026-04-22 14:10:23] admin/Pearl**

> Can you give me an example which is does not work and the campaigns name please?

**[2026-04-22 14:10:24] user/Happy Thighs AB**

> https://dinhalsa.nu/collections/fardiga-paket-1

**[2026-04-22 14:10:46] user/Happy Thighs AB**

> [Image]

**[2026-04-22 14:11:00] user/Happy Thighs AB**

> The name is Få 25% rabatt på färdiga paket! ​

**[2026-04-22 14:11:20] user/Happy Thighs AB**

> [Image]

**[2026-04-22 14:11:47] user/Happy Thighs AB**

> So the discount appears on the product pages but when I place it in chart it doesnt

**[2026-04-22 14:12:44] user/Happy Thighs AB**

> Another campaign where it does work is named Erbjudande! 15% rabatt på Pharma Nords nyhet NAD+ ​

**[2026-04-22 14:13:02] admin/Pearl**

> Thanks.
>  Let me have a look please.

**[2026-04-22 14:13:45] user/Happy Thighs AB**

> does it have anything to do with that these products are packages with several products in each package?

**[2026-04-22 14:14:19] admin/Pearl**

> It could be.
>  Also, the variants that are discounted seem to be sold out and can not be added to the cart

**[2026-04-22 14:14:52] user/Happy Thighs AB**

> but for example this on is not sold out: https://dinhalsa.nu/collections/fardiga-paket-1/products/bundle-product-9

**[2026-04-22 14:15:04] user/Happy Thighs AB**

> but here it doesnt work either

**[2026-04-22 14:15:13] user/Happy Thighs AB**

> how can I solve this?

**[2026-04-22 14:16:10] user/Happy Thighs AB**

> [Image] here the price should be 712

**[2026-04-22 14:17:40] admin/Pearl**

> Thanks for clarifying.
>  Discounty does not currently support true product bundles, meaning you cannot set a single fixed price for a group of products (e.g., “Buy A and B for $X”).
> 
>  However, you can simulate bundle-style promotions using existing campaign types:
> 
>  - Buy One, Get One (BOGO): Offer a discount on product B when product A is purchased.
> - Quantity discount campaigns: Apply a discount when customers meet a combined cart value.
> - Multi-product discounts: Create rules that trigger a discount when specific products are in the cart together.
>  Discounty also offers BXGY (Buy X Get Y) features for cross-sell promotions, but not for fixed-price bundles. For full bundle-building experiences, consider third-party apps like Fast Bundle.

**[2026-04-22 14:19:54] user/Happy Thighs AB**

> how do I do this: Multi-product discounts: Create rules that trigger a discount when specific products are in the cart together.

**[2026-04-22 14:21:13] admin/Pearl**

> To create multi-product discounts in Discounty—where a discount is triggered when specific products are in the cart together—you should use the "Mix of products" option within either the Minimum Quantity/Volume Discount or Minimum Value Discount campaign types.

**[2026-04-22 14:21:17] admin/Pearl**

> Here's how you can do it:
> 
>  - Minimum Quantity/Volume Discount (Mix of products): • Set up a campaign where a discount applies when a minimum number of different products from your campaign are added to the cart. • Example: Offer 20% off when at least 2 different products are purchased together.
> - Minimum Value Discount (Mix of products): • Set a campaign to apply a discount when the combined value of selected products in the cart reaches a specified threshold. • Example: Get 20% off if the total spend on a mix of products reaches $100.

**[2026-04-22 14:22:07] admin/Pearl**

> For more details, you can refer to these articles:
>  [App: Article Inserter]
>  [App: Article Inserter]

**[2026-04-22 14:27:04] admin/Pearl**

> Any thing else I can do to help at the moment?

**[2026-04-22 14:27:22] user/Happy Thighs AB**

> No, thank you!

**[2026-04-22 14:27:51] admin/Pearl**

> All right, please feel free to reach out any time :)

**[2026-04-22 14:28:53] admin/Pearl**

> 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🙈

**[2026-04-22 14:29:55] user/Happy Thighs AB**

> yes

**[2026-04-22 14:30:40] admin/Pearl**

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

**[2026-04-22 14:45:35] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-04-22 14:45:35] bot/Luna**

> [Conversation Rating Request]

</details>
