---
conversation_id: "215474058609145"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474058609145?view=List"
shopify_domain: "completecareshop-sandbox-2.myshopify.com"
shopify_url: "https://completecareshop-sandbox-2.myshopify.com"
company_name: "sandbox"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-25T10:06:00Z"
closed_at: "2026-04-26T12:24:33Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "UK"
region_source: "company_country"
assignee_admin_id: "5709075"
assignee_name: "Dela"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Dela", "Miles", "Rina"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Samantha Yaffe"
customer_email: "syaffe@nrs-uk.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 0
seconds_to_first_admin_reply: 91614
seconds_from_start_to_review_ask: 94554
seconds_from_handoff_to_review_ask: 94554
seconds_from_first_reply_to_review_ask: 2940
review_asked: true
review_ask_admin_name: "Dela"
num_messages: 103
customer_message_count: 58
admin_message_count_total: 34
note_count: 2
customer_word_count: 524
admin_word_count: 374
count_reopens: 3
count_assignments: 4
handling_time_seconds: 3349
sla_name: "Paid Chats First 5min"
sla_status: "missed"
fin_participated: true
fin_resolution_state: "Escalated"
fin_source_workflow: "Involve Fin"
intercom_in_chat_rating: null
intercom_cx_score: 4
review_ticket_id: "215474069636965"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474069636965?view=List"
review_rating: 5
review_posted_at: "2026-04-26T18:17:40Z"
seconds_from_ask_to_review: 21346
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 215474058609145 — sandbox ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474058609145?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474069636965?view=List)  ·  🔗 [Visit Shopify store](https://completecareshop-sandbox-2.myshopify.com)

## Overview
- **Merchant:** Samantha Yaffe — `syaffe@nrs-uk.com` (personal business email (likely the founder or a named employee))
- **Store:** completecareshop-sandbox-2.myshopify.com · 🌍 Leeds, England, United Kingdom
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Plus
- **Currency:** GBP
- **Store created on Shopify:** 2026-01-21
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Discounty
- **Discounty plan:** Discounty — $49/monthly
- **Installed on:** 2026-04-25 09:45:16 UTC
- **Install to conversation start:** 20 minutes before this conversation
- **Uninstalled on:** 2026-04-26 12:57:27 UTC ⚠️
- **Active:** No
- **Sales revenue through Discounty:** GBP 0
- **Total orders through Discounty:** 0

## Summary
Merchant Samantha Yaffe needed help setting up a tiered/cart-goal discount campaign that applied only to full-price products, excluding a Smart Collection of already-discounted items. The AI bot Luna attempted basic troubleshooting but could not resolve the issue, so human agent Dela took over and identified that Smart Collections are not reliably supported via Shopify's API. Dela guided Samantha toward a tag-based workaround and explored campaign type options, but ultimately the merchant's core requirement — a code-triggered tiered discount excluding specific products — could not be fully met with the app's current feature set, leaving the issue partially resolved.

> "Thank you so much for your time though, I wouldn't have been able to work all this out otherwise!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-25 10:06:00 | +0s | +0s |
| Handed to human (Dela) | 2026-04-25 10:06:00 | +0s | +0s |
| First reply to customer | 2026-04-26 11:32:54 | +1d 1h | +1d 1h |
| Review requested by Dela | 2026-04-26 12:21:54 | +1d 2h | +1d 2h |
| Conversation closed | 2026-04-26 12:24:33 | +1d 2h | +1d 2h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-26 18:17:40 | +1d 8h | +1d 8h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Tiered discount not showing on storefront | The merchant's cart-goal/tiered discount campaign was not appearing or applying on the storefront despite following setup steps. | partial |
| 2 | Technical Bug | Smart Collection exclusion not working | The campaign was not respecting the excluded Smart Collection, believed to be caused by Shopify API limitations with automatic collections. | partial |
| 3 | How-To / Setup | Changing widget icon on PDP | The merchant asked how to change or remove the lorry/truck icon displayed on the product page. | partial |
| 4 | How-To / Setup | Discount display format (percentage vs fixed amount) | The merchant asked how to show the discount as '5% off' rather than '£5 off' on the storefront. | unclear |
| 5 | Feature Request | Progress bar widget for tiered percentage discount | The merchant requested a product-page progress bar widget showing tiered percentage discount tiers. | no |
| 6 | How-To / Setup | Disable countdown timer on product page | The merchant asked how to turn off the countdown timer displayed on product pages. | unclear |
| 7 | How-To / Setup | Code-triggered discount excluding specific products | The merchant wanted a manually-entered discount code that applies a tiered discount only to full-price products, excluding discounted ones. | no |

## Fin AI
- **Participated:** Yes
- **Source workflow:** Involve Fin
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna attempted to troubleshoot the tiered discount not showing by suggesting app embed and widget activation steps, then escalated to a human agent when the merchant confirmed the issue persisted after following all suggested steps.

## Review request
- **Asked:** Yes — +1d 2h after conversation start (+1d 2h after human handoff)
- **Requested by:** Dela
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-26 18:17:40 UTC
- **Time from ask to review publish:** +5h 55m
- **Time from conversation start to publish:** +1d 8h
- **Match method:** `ok`
- **Shop name on review:** sandbox
- **App listed on review:** Discounty: Bulk Discount Sales

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

## Statistics
- **Messages:** 103 (58 customer, 34 admin)
- **Internal notes:** 2
- **Word count:** customer 524, admins 374
- **Total handling time (Intercom):** +55m 49s
- **Reopens:** 3
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ❌ missed

## People involved
- **Agents who worked on it:** 3 (Dela, Miles, Rina)
- **Primary assignee:** Dela
- **Team / Inbox:** Chat 2

## Tags & Topics
- **Tags:** password-protected-store, Discounty - Shopify get products API bug, Discounty - asked for review, Expected reply time sent
- **Topics:** DS - First campaign - Proactive, DS - Asked for review, password-protected

## Intercom-side signals
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer experienced frustration with product limitations around smart collections and discount filters. The AI Agent was unable to resolve the issue, resulting in escalation to a teammate who provided helpful and clear guidance, leading to customer satisfaction.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Smart Collections (automatic collections) not reliably supported via Shopify API for campaign exclusions
- No compare-at price filter available in campaign product filters
- Advanced discount code campaign type does not support product-level include/exclude rules
- No tiered percentage discount progress bar widget available for product pages

## Full transcript
<details>
<summary>Click to expand — 103 messages</summary>

**[2026-04-25 10:06:00] user/Samantha Yaffe [source]**

> I just created my first Discounty campaign.

**[2026-04-25 10:06:00] admin/Rina [note]**

> Quantity discount / Cart goal
>  Campaign Name: 5MAY10
>  Campaign Type: Quantity discount / Cart goal
>  Campaign Status: Downloading
>  Use End Countdown timer: True
>  Use Start Countdown timer: False
>  App embed cart widget config: True
>  App embed: False
>  Minimum requirement: [{"criteria":75,"discount":5},{"criteria":125,"discount":10}]
>  Include Filters: All store
>  Exclude Filters: Collection
>  Sample Product List:

**[2026-04-25 10:06:21] admin/Miles [note]**

> 🔒 This store is password-protected

**[2026-04-25 10:06:26] bot/Luna**

> Hi Samantha,
> 
>  Welcome to Discounty! We were about to check your discount setup, to make sure everything is working perfectly. 🔍 but it looks like your shop is password-protected. ​ Could you please share the password and let me know if you want to talk to the team? ​ P.S. You can change it afterward for privacy. 🔐 ​﻿

**[2026-04-25 10:08:23] user/Samantha Yaffe [open]**

> Yes sure, it's mawsow

**[2026-04-25 10:08:37] bot/Luna**

> Thanks, Samantha - got it.
>  Next, please test your campaign on your storefront to confirm it’s showing and calculating correctly:
>  - Wait until the campaign finishes applying and shows Active.
> - Open your storefront and check the product page(s) you included.
> - Add the discounted item to your cart and confirm the discount applies.
> - If it looks good, you’re all set; if not, tell me what you’re seeing and I’ll help you narrow it down.
>  Source: Getting started with Discounty

**[2026-04-25 10:08:38] bot/Luna**

> Is that what you were looking for?

**[2026-04-25 10:10:02] user/Samantha Yaffe**

> It's not.

**[2026-04-25 10:10:09] bot/Luna**

> Got it, Samantha - thanks for confirming it’s not working. To narrow this down, what exactly is “not” happening: the discount isn’t showing on the product page, or it’s showing but not applying in the cart?
>  Also, which campaign type did you create (Bulk price editor, Quantity discount, Cart goal, Buy X Get Y, Advanced discount code, or Shipping discount)?
>  Once you tell me that, I can give the right next steps (for example, clearing cache, hard refresh, or deactivating and reactivating the campaign to resync).
>  Source: Getting started with Discounty

**[2026-04-25 10:10:42] user/Samantha Yaffe**

> I created a discount tier 5MAY10

**[2026-04-25 10:10:53] bot/Luna**

> Thanks, Samantha - that helps. For a tiered discount like 5MAY10, the most common reason it “isn’t” working is that the tiered widget isn’t enabled or the Discounty app embed isn’t active on your theme.
>  Steps:
>  1. Shopify Admin → Online Store → Themes → Customize → App embeds → make sure “Discounty (new!)” is enabled → Save.
> 2. In the same Customize screen, open App customization and toggle on the tiered discount widget.
> 3. If the price still doesn’t show, do a hard refresh or try another browser/device (theme caching can hide updated prices).
>  Quick check: is the issue that the widget doesn’t appear, or the price updates but the badge doesn’t show?
>  [Image] [Image] Source: Why the "Quantity disocunt" or "Cart goal" widget does not show?

**[2026-04-25 10:14:55] bot/Luna**

> I'm here to help if you still need assistance with your tiered discount campaign setup. Would you like to share more details about what you're seeing or any specific issues you're encountering?

**[2026-04-26 11:21:20] user/Samantha Yaffe [open]**

> It isn't showing and the code isn't working either when tested. I've done all the steps you've suggested

**[2026-04-26 11:21:25] bot/Luna**

> Thanks for sharing that, Samantha—I understand how frustrating it is when the discount isn’t showing or working as expected. Would you like me to connect you with a human agent to help troubleshoot this further? Or if you want, you can provide more details and I’ll keep assisting you.

**[2026-04-26 11:22:57] user/Samantha Yaffe**

> Please connect me with a human

**[2026-04-26 11:23:00] bot/Luna**

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

**[2026-04-26 11:23:34] bot/Luna**

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

**[2026-04-26 11:23:44] user/Samantha Yaffe**

> I have an issue that's slowing me down

**[2026-04-26 11:23:44] 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:

**[2026-04-26 11:23:45] bot/Luna**

> [Conversation Rating Request]

**[2026-04-26 11:23:45] 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 syaffe@nrs-uk.com.

**[2026-04-26 11:24:28] user/Samantha Yaffe**

> I've tried setting up a tiered discount, but it's not working on the front-end and I haven't been able to work out why

**[2026-04-26 11:25:25] user/Samantha Yaffe**

> [Image] [Image] [Image] Here's the setup in the app

**[2026-04-26 11:30:56] user/Samantha Yaffe**

> [Image] Also, how do I change the lorry icon shown on the PDP?

**[2026-04-26 11:32:06] user/Samantha Yaffe**

> And change the '£5 off' to '5% off' (I've set up a discount saving, not set amount)

**[2026-04-26 11:32:54] admin/Dela**

> Hi Samantha!👋🏼 ﻿Hope you're doing great. This is Dela here from Discounty. Let me read your messages so far, and I'll be right back

**[2026-04-26 11:33:05] user/Samantha Yaffe**

> Hey 👋

**[2026-04-26 11:33:09] user/Samantha Yaffe**

> Fab and thanks :)

**[2026-04-26 11:35:15] admin/Dela**

> Is the collection included in the campaign a smart collection?

**[2026-04-26 11:35:39] user/Samantha Yaffe**

> The collection excluded is a smart collection yes

**[2026-04-26 11:35:57] admin/Dela**

> Sorry, yup excluded

**[2026-04-26 11:36:06] user/Samantha Yaffe**

> 👍

**[2026-04-26 11:36:14] admin/Dela**

> That might be the issue unfortunately

**[2026-04-26 11:36:36] admin/Dela**

> Shopify’s API sometimes doesn’t provide product data for Smart collections (formerly known as automatic collections). This could explain why your campaign isn’t working as expected.

**[2026-04-26 11:36:45] user/Samantha Yaffe**

> Ahh

**[2026-04-26 11:36:54] admin/Dela**

> As a workaround, using tags instead of smart collections should help. Would you like to try that?
>  I’d be happy to assist with setup or testing to ensure everything runs smoothly.

**[2026-04-26 11:37:26] user/Samantha Yaffe**

> We need to use Smart collections because products are constantly changing to discounted or not, so we have a Smart collection to ensure we don't miss anything

**[2026-04-26 11:38:42] user/Samantha Yaffe**

> The concern with tags is that it relies on someone manual applying the exclusion so room for error 🫣

**[2026-04-26 11:39:10] admin/Dela**

> I see. However, I think you can set the smart collection to tag the products as well. Isn't it possible?

**[2026-04-26 11:39:33] user/Samantha Yaffe**

> Thinking... 🤔

**[2026-04-26 11:40:00] admin/Dela**

> Let me check that as well

**[2026-04-26 11:41:04] user/Samantha Yaffe**

> [Image] This is how we have the excluded collection set up

**[2026-04-26 11:41:25] user/Samantha Yaffe**

> If I could set up this rule in Discounty, that would work too??

**[2026-04-26 11:41:38] user/Samantha Yaffe**

> The 'Conditions' that is

**[2026-04-26 11:42:59] admin/Dela**

> I just checked and I think the tagging cannot be automated easily (unless we run a flow or something)

**[2026-04-26 11:43:11] user/Samantha Yaffe**

> 👍

**[2026-04-26 11:43:33] user/Samantha Yaffe**

> Ooh a flow might be an idea 🤔

**[2026-04-26 11:43:54] admin/Dela**

> And about the condition, we unfortunately do not have a filter for the compare-at price. Therefore, we cannot trigger the products that way

**[2026-04-26 11:44:10] admin/Dela**

> But yeah, a flow can help.

**[2026-04-26 11:47:30] user/Samantha Yaffe**

> I'm going to tag a couple of products now to see if I can get Discounty working with tags...

**[2026-04-26 11:48:25] admin/Dela**

> That would be great

**[2026-04-26 11:48:29] user/Samantha Yaffe**

> Can I do 'includes' instead of 'excludes' if I wanted?

**[2026-04-26 11:48:40] user/Samantha Yaffe**

> Just trying 'excludes' first

**[2026-04-26 11:49:23] admin/Dela**

> Of course!

**[2026-04-26 11:49:34] user/Samantha Yaffe**

> 🙌

**[2026-04-26 11:50:26] user/Samantha Yaffe**

> [Image] This is looking more optimistic

**[2026-04-26 11:51:14] user/Samantha Yaffe**

> While I'm waiting for Discounty to apply to all the products, please could you help me with the questions about displaying on the product page?

**[2026-04-26 11:51:29] user/Samantha Yaffe**

> [Image]

**[2026-04-26 11:52:07] user/Samantha Yaffe**

> How do I change or remove the lorry icon? We're not offering free shipping for this promo

**[2026-04-26 11:53:13] admin/Dela**

> Sure! Once the campaign goes live, I'll fix everything about the widget. However, the widget you're showing is for shipping campaign not a cart goal

**[2026-04-26 11:53:21] user/Samantha Yaffe**

> Ohh lol

**[2026-04-26 11:53:26] user/Samantha Yaffe**

> That'll be why

**[2026-04-26 11:54:13] user/Samantha Yaffe**

> Is there a product page progress bar for % discount? I really want it to show as a tiered discount to match the promo too!

**[2026-04-26 11:54:55] user/Samantha Yaffe**

> I don't want a countdown time on the pages yet - is it possible to switch this off too?

**[2026-04-26 11:55:16] admin/Dela**

> These are the widgets you can have with a cart goal campaign:
>  [Image]

**[2026-04-26 11:56:33] user/Samantha Yaffe**

> Ah yes I saw that, not really what I wanted. I'm after a progress bar for discounts - one for your roadmap maybe?

**[2026-04-26 11:57:37] user/Samantha Yaffe**

> Even if I could adapt the shipping one with a tweak of the options!

**[2026-04-26 11:57:37] admin/Dela**

> I'll submit a feature request for you right now

**[2026-04-26 11:57:46] user/Samantha Yaffe**

> 🙏

**[2026-04-26 11:58:18] user/Samantha Yaffe**

> Ooh, campaign is active, testing 👀

**[2026-04-26 11:59:29] admin/Dela**

> Let me check as well

**[2026-04-26 11:59:37] user/Samantha Yaffe**

> 🙏

**[2026-04-26 11:59:48] user/Samantha Yaffe**

> [Image]

**[2026-04-26 12:00:23] admin/Dela**

> Can you please share the front password of your store?

**[2026-04-26 12:01:07] user/Samantha Yaffe**

> mawsow

**[2026-04-26 12:01:28] user/Samantha Yaffe**

> [Image] Is it possible not to show this on the product page?

**[2026-04-26 12:02:43] user/Samantha Yaffe**

> Ahh, that's applied the discount automatically, but I want the user to enter the code manually

**[2026-04-26 12:04:39] admin/Dela**

> oh, you want a code?

**[2026-04-26 12:05:24] user/Samantha Yaffe**

> I want the code to have to be manually entered by a user to work, not for it to discount the cart automatically

**[2026-04-26 12:05:36] user/Samantha Yaffe**

> Yes, with a code

**[2026-04-26 12:09:17] admin/Dela**

> If you want a code to be applied, you need to create this campaign type:
>  [Image]

**[2026-04-26 12:10:05] user/Samantha Yaffe**

> 👀

**[2026-04-26 12:10:35] user/Samantha Yaffe**

> I'll try setting that up now...

**[2026-04-26 12:10:49] admin/Dela**

> Perfect. I'll be right here

**[2026-04-26 12:10:56] user/Samantha Yaffe**

> Thank you!

**[2026-04-26 12:15:31] user/Samantha Yaffe**

> [Image] I want to set up this tiered discount on full price products only - can't see where to include or exclude the products it applies to?

**[2026-04-26 12:19:11] admin/Dela**

> Oh, the order discount code is designed to apply a discount on the whole cart so there's no option to include or exclude products

**[2026-04-26 12:20:02] user/Samantha Yaffe**

> Ahh, that's not going to work for me then 😔

**[2026-04-26 12:20:21] admin/Dela**

> That's a shame for us :(

**[2026-04-26 12:20:30] admin/Dela**

> Hope I could help you more here

**[2026-04-26 12:20:53] user/Samantha Yaffe**

> Thank you so much for your time though, I wouldn't have been able to work all this out otherwise!

**[2026-04-26 12:21:27] admin/Dela**

> Awww🥲 My absolute pleasure, dear.

**[2026-04-26 12:21:44] admin/Dela**

> By the way, it might sound a bit weird but I'm gonna ask any way :)

**[2026-04-26 12:21:47] user/Samantha Yaffe**

> ❤️

**[2026-04-26 12:21:52] user/Samantha Yaffe**

> Do it lol

**[2026-04-26 12:21:54] 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

**[2026-04-26 12:22:13] admin/Dela**

> No pressure, though.

**[2026-04-26 12:23:24] user/Samantha Yaffe**

> Done! 😊

**[2026-04-26 12:23:30] user/Samantha Yaffe**

> Have a great day

**[2026-04-26 12:23:41] admin/Dela**

> OMG! Thanks so much and you too😍

**[2026-04-26 12:24:11] user/Samantha Yaffe [open]**

> 🙃

**[2026-04-26 12:24:44] bot/Luna**

> Help Dela understand how they’re doing:

**[2026-04-26 12:24:44] bot/Luna**

> [Conversation Rating Request]

</details>
