---
conversation_id: "215474355496099"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474355496099?view=List"
shopify_domain: "2cbe8b-c4.myshopify.com"
shopify_url: "https://2cbe8b-c4.myshopify.com"
company_name: "Panda Rolls"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-19T00:08:09Z"
closed_at: "2026-05-20T21:55:17Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Aaron", "Grace", "Harry"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Christian Rosas"
customer_email: "hello@pandarolls.org"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 1206
seconds_to_first_admin_reply: 1397
seconds_from_start_to_review_ask: 3634
seconds_from_handoff_to_review_ask: 2428
seconds_from_first_reply_to_review_ask: 2237
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 59
customer_message_count: 19
admin_message_count_total: 35
note_count: 9
customer_word_count: 289
admin_word_count: 674
count_reopens: 3
count_assignments: 4
handling_time_seconds: 5304
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: "215474359483189"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474359483189?view=List"
review_rating: 5
review_posted_at: "2026-05-19T10:29:36Z"
seconds_from_ask_to_review: 33653
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 215474355496099 — Panda Rolls ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474355496099?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474359483189?view=List)  ·  🔗 [Visit Shopify store](https://2cbe8b-c4.myshopify.com)

## Overview
- **Merchant:** Christian Rosas — `hello@pandarolls.org` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** 2cbe8b-c4.myshopify.com · 🌍 Long Beach, California, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2024-05-04
- **Public review score (StoreLeads):** 5.0 (2 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Standard (MONTHLY)
- **Installed on:** 2025-08-27 19:48:33 UTC
- **Install to conversation start:** 8 months before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 0

## Summary
Christian Rosas accidentally subscribed to the Starter plan instead of the Standard plan and wanted to know if he could apply the 60% discount he received to the Standard plan. The AI bot was unable to resolve this and escalated to agent Grace, who manually created a new 60% discount code (pandarolls60) for the Standard plan, allowing Christian to upgrade successfully.

> "I got a 60% off to actiavte a plan but I didn't realize the discount system is not offered on the starter plan."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-19 00:08:09 | +0s | — |
| Handed to human (Grace) | 2026-05-19 00:28:15 | +20m 6s | +0s |
| First reply to customer | 2026-05-19 00:31:26 | +23m 17s | +3m 11s |
| Review requested by Grace | 2026-05-19 01:08:43 | +1h 0m | +40m 28s |
| Conversation closed | 2026-05-20 21:55:17 | +1d 21h | +1d 21h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-19 10:29:36 | +10h 21m | +10h 1m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Wrong plan purchased / discount transfer | Merchant accidentally purchased the Starter plan and wanted to apply his 60% signup discount to the Standard plan instead. | yes |
| 2 | How-To / Setup | Plan upgrade process | Merchant wanted to understand how to upgrade from Starter to Standard without being double-charged. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The Luna bot attempted to explain that the discount could not be transferred to the Standard plan and advised the merchant to downgrade and request a refund, but was unable to resolve the issue and escalated to a human agent upon request.

## Review request
- **Asked:** Yes — +1h 0m after conversation start (+40m 28s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-19 10:29:36 UTC
- **Time from ask to review publish:** +9h 20m
- **Time from conversation start to publish:** +10h 21m
- **Match method:** `ok`
- **Shop name on review:** Panda Rolls
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Fantastic and seamless integration with my product page and store. The widgets are very easy to customize which is great for making pre-orders as easy as possible for my customers. Also, big thanks to Grace for helping me onboard to the correct plan for my store. Running low on inventory is never fun, but this app is a saver!

## Statistics
- **Messages:** 59 (19 customer, 35 admin)
- **Internal notes:** 9
- **Word count:** customer 289, admins 674
- **Total handling time (Intercom):** +1h 28m
- **Reopens:** 3
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ❌ missed

## People involved
- **Agents who worked on it:** 3 (Aaron, Grace, Harry)
- **Primary assignee:** Grace
- **Team / Inbox:** Chat 1

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer initially interacted with the AI Agent but requested a teammate for further assistance. The teammate provided a discount code and clear guidance, leading to a positive resolution and strong customer satisfaction.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** yes
- **Competitors mentioned:** —
- **External blockers:** - Discount applied at signup was not transferable to a different plan, with no built-in mechanism to apply the same promotional pricing when upgrading tiers

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

**[2026-05-19 00:08:09] user/Christian Rosas [source]**

> Hello! Would it be possible to change my plan to the standard plan and still get the discount that I got for the starter plan today?

**[2026-05-19 00:08:26] bot/Luna**

> Hi Christian - I’m Luna, an AI assistant. You can switch to the Standard plan, but the discount you got for Starter won’t carry over to Standard unless you apply the same discount code during the upgrade.
>  Steps:
>  1. Open our app’s Pricing section.
> 2. Enter your discount code there.
> 3. Then upgrade to Standard.
>  Extra: Standard is $39.90/month (Starter is $19.90/month).

**[2026-05-19 00:08:26] bot/Luna**

> Is that what you were looking for?

**[2026-05-19 00:09:35] user/Christian Rosas**

> But how do i get the code? I didn't check which plan I chose so I accidentally chose the first option, but mean to go with the standard option.

**[2026-05-19 00:09:48] bot/Luna**

> You won’t be able to “get” a discount code after the fact - the discount only applies if you enter a code during the upgrade in the app’s Pricing section.
>  If you accidentally started on Starter and want Standard, the cleanest path is:
>  1. Go to the app’s Pricing tab.
> 2. Enter the discount code (if you have one), then upgrade to Standard.
>  If you already paid for the wrong plan, you can request a refund by downgrading to a free option first, then requesting the refund back to the original payment method.
>  Quick check: did you already see a specific discount code anywhere (email, receipt, or the checkout screen), or was it just a lower price shown at signup?

**[2026-05-19 00:10:29] user/Christian Rosas**

> It was just a lower price at sign up.

**[2026-05-19 00:10:41] bot/Luna**

> If it was just a lower price shown at signup (not a code you entered), there isn’t a way to “get” that discount code afterward, so it won’t carry over to Standard.
>  What you can do now:
>  1. Go to the app’s Pricing section.
> 2. If you ever receive a discount code later, enter it there, then upgrade to Standard.
> 3. If you already paid for the wrong plan, downgrade to a free option first, then request a refund back to the original payment method.
>  Extra: including a screenshot or receipt helps when requesting the refund.

**[2026-05-19 00:10:41] bot/Luna**

> Did that answer your question?

**[2026-05-19 00:11:02] user/Christian Rosas**

> No, take me to a teammate.

**[2026-05-19 00:11:06] bot/Luna**

> I understand you would like to speak with a member of our team. I am sharing this conversation with them now so they can help you directly.

**[2026-05-19 00:11:39] bot/Luna**

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

**[2026-05-19 00:11:39] 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 hello@pandarolls.org.

**[2026-05-19 00:11:40] 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.

**[2026-05-19 00:11:43] bot/Luna [conversation_summary]**

> Question The customer contacted us because they accidentally purchased the Starter plan instead of the Standard plan and wanted to apply the Starter discount to the Standard plan. Summary • Customer accidentally purchased Starter plan instead of Standard and wants to keep the Starter discount on Standard.
> • Bot explains discount only applies if a code is entered during upgrade; no code was provided, only a lower price shown at signup.
> • Bot advises customer to downgrade to free plan, request refund, then upgrade to Standard with any future discount code.
> • Customer requests human assistance; bot escalates conversation to team and informs customer of response time.

**[2026-05-19 00:12:00] user/Christian Rosas**

> Thanks!

**[2026-05-19 00:31:26] admin/Grace**

> Hi Christian!
>  This is Grace from Notify Me Support.
>  How are you today? (:

**[2026-05-19 00:33:39] admin/Grace**

> From what I can see you are currently on the 19$ starter plan, Could you let me know a bit more about the discount you mentioned so I can help you out better?
>  [Image]

**[2026-05-19 00:46:21] user/Christian Rosas**

> Hey Grace! Thanks for getting back to me! I almost sold out of inventory and I decided to set up a pre order system. I got a 60% off to actiavte a plan but I didn't realize the discount system is not offered on the starter plan. So i want to move to the standard but was wondering if I can get some kind of discount if I already paid for the starter plan today and I would be charged 39$ additional

**[2026-05-19 00:49:43] admin/Grace**

> Hi There,
>  Thanks for kindly explaining everything,
>  To ease your mind a bit, Shopify handles all the charges and payment cycles, If you upgrade to a higher plan mid-cycle in Shopify, you will not be double charged for the same period. Instead, the charge is prorated based on the difference in price and the number of days remaining in your billing cycle.🙌

**[2026-05-19 00:52:04] admin/Grace**

> Regarding your question about the discount,
>  Let me quickly check that out for you please🙌

**[2026-05-19 00:55:07] user/Christian Rosas**

> Thank you! I appreciate you looking into that

**[2026-05-19 01:03:36] admin/Grace**

> Thanks for bearing with me while I checked this,
>  I created a new discount code for you so you can downgrade to the Standard plan with 60% Discount
> 
> 
>  Hi there! 👋 Here’s your discount code for the Standard Plan (1 month).
>  [Image]
>  code : pandarolls60
> 
> 
>  How to apply your discount code:
>  1. Navigate to the Plans section.
> 2. Toggle to the Monthly options.
> 3. Enter your discount code in the promo field. and to see if it's applied
> 4. Select the standard plan.
> 
>  Could you please let me know once you have done this?

**[2026-05-19 01:04:35] user/Christian Rosas**

> Thank you so much! Trying this right now

**[2026-05-19 01:04:53] admin/Grace**

> You are very welcome 🙌
>  I will be right here dear Christian,
>  So no rush at all (:

**[2026-05-19 01:06:44] user/Christian Rosas**

> I got it! Thank you than you! You are great. Looking forward to getting pre-orders

**[2026-05-19 01:07:01] admin/Grace**

> [GIF]

**[2026-05-19 01:07:32] admin/Grace**

> I hope it becomes a huge success for you ✨
>  I'm always happy to help dear Christian😍
>  is there anything else I can help you out with at the moment ?(:

**[2026-05-19 01:08:29] user/Christian Rosas**

> That will be all. Will customize my product page now. Hope you have a a fantastic day!

**[2026-05-19 01:08:36] admin/Grace**

> 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🙈

**[2026-05-19 01:08:43] admin/Grace**

> if I managed to make your day a bit easier, can you consider writing a quick review for me?✨🥹

**[2026-05-19 01:08:43] user/Christian Rosas**

> Sure

**[2026-05-19 01:08:53] user/Christian Rosas**

> On the app store?

**[2026-05-19 01:08:59] admin/Grace**

> Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here if you'd like: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-19 01:09:24] admin/Grace [note]**

> [GIF]

**[2026-05-19 01:09:28] admin/Aaron [note]**

> Can you explain later that how you make a discount code to upgrade or downgrade? Grace

**[2026-05-19 01:09:34] user/Christian Rosas**

> Doing that now!

**[2026-05-19 01:09:38] admin/Grace [note]**

> sure thing (:

**[2026-05-19 01:09:56] admin/Grace**

> [GIF]

**[2026-05-19 01:10:09] admin/Aaron [note]**

> Wow!! Happy Happy Happy😂

**[2026-05-19 01:10:16] admin/Grace**

> You are a peach! 💛
>  You really made my day after a long shift.
>  Thank you so much for your good vibes and Great energy (:
>  I look forward to reading it 🥹

**[2026-05-19 01:13:18] user/Christian Rosas**

> Done! Thanks for all your help. Enjoy the rest of your day.

**[2026-05-19 01:13:21] admin/Grace [note]**

> Thanks you so much!
>  May I ask if it's a 5 star? 🙈

**[2026-05-19 01:13:54] admin/Grace**

> Thank you so much for your kindness🥹
>  It truly means a lot
>  May I ask if it's a 5 star? 🙈

**[2026-05-19 01:14:40] user/Christian Rosas**

> Most definitely, you deserve it. You helped me really fast! I thought I would hear back tomorrow haha

**[2026-05-19 01:15:23] user/Christian Rosas**

> Should i need any help later on, can I request you?

**[2026-05-19 01:15:25] admin/Grace**

> It was truly my pleasure to help you out Christian🥹
>  If anything comes up please let me know and I will check it out for you right away! (:
>  [GIF] Wishing you huge success with your business😍

**[2026-05-19 01:18:19] admin/Grace**

> It sounds like you’re all set for now, so I’ll close this ticket on my end.
> 
>  But no worries at all, Any reply will reopen it right where we left off.😍
>  So please don’t hesitate to direct all of your questions my way. (:
> 
>  Have a great day! 🙌🏻
>  [GIF]
>  Take care and reach out anytime 🙌

**[2026-05-19 01:18:31] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-19 01:18:31] bot/Luna**

> [Conversation Rating Request]

**[2026-05-19 01:18:50] user/Christian Rosas [open]**

> Thanks, I appreciae you!

**[2026-05-19 01:21:38] admin/Grace**

> [GIF]

**[2026-05-19 01:23:22] user/Christian Rosas [open]**

> That is a beautiful cat. Same like my cat before!

**[2026-05-19 01:44:55] admin/Grace**

> I apologize for the delay as I was on a break😍
>  Aww, that is so sweet! I’m sure your cat was beautiful too. 💛😍
>  I believe people who love cats have very kind hearts.
>  [GIF]

**[2026-05-19 02:17:26] user/Christian Rosas [open]**

> He was an orange tabby like that! and he loved to eat. No worries, did you have a good break? Which state are you from?

**[2026-05-20 21:50:39] admin/Grace**

> Hi Christian,
>  This is Grace from Notify Me! I apologize for the delay in my response as I was unexpectedly out of office.
> 
>  I just wanted to say a big thank you for your kind review. 💜 After a long day, reading your words honestly made me smile. It really means a lot that you took the time to share your experience. Encouragement like yours keeps me going, even when things get tough, and I’m so grateful for that. 🌟 (:
> 
>  To answer your questions I am actually based in Canada, but our team works remotely to support awesome merchants like you. Also, an orange tabby sounds absolutely precious!🥹 They really are the biggest foodies of the cat world, and I’m sure he was just as sweet as he was hungry. 🐈🍊
>  Wishing you and your business all the best and much success ahead. Thanks again for brightening my day!
>  [GIF]

**[2026-05-20 21:53:34] admin/Grace [note]**

> Harry look at this cat gif I founddddddd🥹

**[2026-05-20 21:55:38] admin/Aaron [note]**

> Toronto or Vancouver?😂 Grace ​

**[2026-05-20 21:56:07] admin/Grace [note]**

> Doesn't matter, both are cold 😂

**[2026-05-20 22:21:44] admin/Harry [note]**

> 😍

</details>
