---
conversation_id: "215474227423061"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474227423061?view=List"
shopify_domain: "clothkit.myshopify.com"
shopify_url: "https://clothkit.myshopify.com"
company_name: "Clothkits"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-08T16:11:57Z"
closed_at: "2026-05-08T16:52:45Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "UK"
region_source: "company_country"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Nilou"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Kay Mawer"
customer_email: "info@clothkits.co.uk"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 186
seconds_to_first_admin_reply: 186
seconds_from_start_to_review_ask: 1636
seconds_from_handoff_to_review_ask: 1450
seconds_from_first_reply_to_review_ask: 1450
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 41
customer_message_count: 14
admin_message_count_total: 21
note_count: 1
customer_word_count: 180
admin_word_count: 392
count_reopens: 0
count_assignments: 4
handling_time_seconds: 2030
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: 5
review_ticket_id: "215474233764752"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474233764752"
review_rating: 5
review_posted_at: "2026-05-09T02:19:05Z"
seconds_from_ask_to_review: 34792
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 215474227423061 — Clothkits ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474227423061?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474233764752)  ·  🔗 [Visit Shopify store](https://clothkit.myshopify.com)

## Overview
- **Merchant:** Kay Mawer — `info@clothkits.co.uk` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** clothkit.myshopify.com · 🌍 United Kingdom
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** GBP
- **Store created on Shopify:** 2017-10-24
- **Public review score (StoreLeads):** 3.67 (6 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $299/yearly
- **Installed on:** 2026-04-29 11:06:41 UTC
- **Install to conversation start:** 9 days before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** GBP 4,396
- **Total orders through Discounty:** 167

## Summary
The merchant (Anna, not Kay) reported that discounts were incorrectly dropping off Janome sewing machine products and that a fabric product was showing a wrong discounted price. The AI bot escalated to a human agent after basic troubleshooting steps didn't resolve the issue. Agent Nilou identified that the campaigns needed a 'use campaign price only' setting enabled to prevent interference from pre-existing discounts or compare-at prices, which fixed both problems.

> "I think we're back in action. Thank you. I am glad it was a simple fix."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-08 16:11:57 | +0s | — |
| Handed to human (Nilou) | 2026-05-08 16:15:03 | +3m 6s | +0s |
| First reply to customer | 2026-05-08 16:15:03 | +3m 6s | +0s |
| Review requested by Nilou | 2026-05-08 16:39:13 | +27m 16s | +24m 10s |
| Conversation closed | 2026-05-08 16:52:45 | +40m 48s | +37m 42s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-09 02:19:05 | +10h 7m | +10h 4m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount disappearing from products | The merchant reported that discounts had dropped off all Janome sewing machine products unexpectedly. | yes |
| 2 | Technical Bug | Incorrect discount amount displayed | The merchant reported a product set to 30% off from £20 was showing an incorrect price of £9.80. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The bot (Luna) attempted to troubleshoot the discount and compare-at price issues by providing step-by-step guidance, then escalated to a human agent when the merchant confirmed the issue persisted after following the suggested steps.

## Review request
- **Asked:** Yes — +27m 16s after conversation start (+24m 10s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-09 02:19:05 UTC
- **Time from ask to review publish:** +9h 39m
- **Time from conversation start to publish:** +10h 7m
- **Match method:** `ok`
- **Shop name on review:** Clothkits
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> So far so good! Any glitch I have had has turned out to be a simple click of the right button. The help has been amazing and they are very quick to answer. Set up was really easy and the templates are customisable and look good without needing to be tweaked. Special mention to Sam and Nilou who have been helping me.

## Statistics
- **Messages:** 41 (14 customer, 21 admin)
- **Internal notes:** 1
- **Word count:** customer 180, admins 392
- **Total handling time (Intercom):** +33m 50s
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat
- **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 discount pricing on products and initially received troubleshooting from the AI Agent before being connected to a teammate. The teammate provided effective solutions that resolved the customer's problem, resulting in a positive resolution.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Bulk price editor campaign did not have an option enabled to ignore pre-existing compare-at prices, causing incorrect discount amounts to display

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

**[2026-05-08 16:11:57] user/Kay Mawer [source]**

> Hi, I am still have problems with the discounts. The discount has dropped off all the Janome sewing machines, I don't know why. Also there are some really odd dicounts. For example this one is meant to have a 30% discount from £20 but the price is £9.80?! https://www.clothkits.co.uk/products/woodlands-black-grey-coating-fabric

**[2026-05-08 16:12:23] bot/Luna**

> Kay, this usually happens when another app or a manual edit is overriding your Discounty prices, or when the product has an old “Compare at price” that makes the discount look wrong.
>  To narrow it down, which Discounty campaign type are you using for the Janome machines and the fabric: Bulk price editor (scheduled/repeating) or a Quantity / Cart goal campaign?
>  Once you confirm, I can give the exact steps to fix the “discount disappears” issue and the “30% off £20 = £9.80” mismatch.
>  Sources: Why the "Bulk price editor" (formerly "General discount") discounts show up, then vanish minutes or hours later? Why the store shows a different discount percentage than what I set in Discounty Bulk price editor (formerly named "General discount") campaign? Troubleshooting guide.

**[2026-05-08 16:12:42] user/Kay Mawer**

> Bulk price editor

**[2026-05-08 16:12:55] bot/Luna**

> Kay, this is expected with Bulk price editor: the discount can disappear if another app (or a manual edit) is overwriting the product price or compare-at price after Discounty applies it, and the “30% off £20 = £9.80” mismatch usually happens when there’s an old compare-at price already on the product.
>  Steps:
>  1. In Shopify, go to Settings → Apps &amp; sales channels and check any app that changes “Price” or “Compare-at price” (inventory, feed, dynamic pricing, etc.).
> 2. Make sure nobody is manually editing prices while the campaign is active.
> 3. Deactivate the Bulk price editor campaign, then remove any old sale price by setting Price = Compare-at price on the affected products, then reactivate the campaign.
> 4. Recheck the product in an incognito window and monitor for 24 hours.
>  Sources: Why the "Bulk price editor" (formerly "General discount") discounts show up, then vanish minutes or hours later? Tips to manage your Discounty campaigns effectively Why the store shows a different discount percentage than what I set in Discounty Bulk price editor (formerly named "General discount") campaign? Troubleshooting guide.

**[2026-05-08 16:12:56] bot/Luna**

> Is that what you were looking for?

**[2026-05-08 16:13:28] user/Kay Mawer**

> I reset all the compare at prices this morning and a few hours later they are wrong.

**[2026-05-08 16:13:32] bot/Luna**

> Thanks for sharing that, Kay—I understand how frustrating it is to see the compare-at prices reset unexpectedly. Would you like me to connect you with a human agent? Or if you want, you can share more details and I’ll keep helping you troubleshoot.

**[2026-05-08 16:13:44] user/Kay Mawer**

> yes please. I am Anna, not Kay

**[2026-05-08 16:13:50] 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.

**[2026-05-08 16:14:23] bot/Luna**

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

**[2026-05-08 16:15:03] admin/Nilou**

> Hello Kay,
> 
>  Thank you for contacting us.
>  I'm Nilou from the Customer Support team here, and I'm happy to be assisting you today 🙋‍♀️

**[2026-05-08 16:15:11] user/Kay Mawer**

> Hi, I am Anna

**[2026-05-08 16:15:40] admin/Nilou**

> Oh my bad Hi Anna! Nice to meet you! ^-^

**[2026-05-08 16:15:51] user/Kay Mawer**

> HI

**[2026-05-08 16:17:13] admin/Nilou**

> I suspect the weird discount amount is due to the products already having a discount You can deactivate the campaigns and then enable this option on them:
>  [Image]

**[2026-05-08 16:17:28] admin/Nilou**

> This way it will only show the discount amount set on the campaign

**[2026-05-08 16:17:58] admin/Nilou**

> Would you please try that on a few campaigns and tell me if it fixes the issue on the related products?

**[2026-05-08 16:19:35] user/Kay Mawer**

> [Image] Sure I will do that. Do I need to reset all the compare at prices to the 'real' price. See here the base price has been added. Is this Discounty adding a base price?

**[2026-05-08 16:27:18] admin/Nilou**

> Basically on the Bulk price editor campaigns we adjust product pricing via Shopify’s price and compare-at price fields. But if a product is already discounted from another app or these parts are manually adjusted, it could interfere with the discount amount displayed. If you activate this part on the campaign this should be resolved
>  [Image]

**[2026-05-08 16:28:04] user/Kay Mawer**

> It's working! Thank you. Do you think this is the same issue with the Janome campaigns?

**[2026-05-08 16:29:06] admin/Nilou**

> Awesome! You're absolutely welcome!😍 If it's the same issue of displaying more discount that intended, then Yes! That should do it

**[2026-05-08 16:29:30] user/Kay Mawer**

> I'll test those ones now

**[2026-05-08 16:31:26] admin/Nilou**

> Great! I'll be here to hear any updates and check further if it's not resolved ^-^

**[2026-05-08 16:37:34] user/Kay Mawer**

> I think we're back in action. Thank you. I am glad it was a simple fix.

**[2026-05-08 16:38:07] admin/Nilou**

> Perfect! Really glad it's resolved now😊 You're most welcome! Happy to be any help

**[2026-05-08 16:38:19] admin/Nilou**

> Also, if nothing else for now, can I ask for a little favor dear Anna? 🥹
>  I promise it'll just take less than a minute of your time.

**[2026-05-08 16:38:43] user/Kay Mawer**

> Of course 😆

**[2026-05-08 16:39:13] admin/Nilou**

> Thank you so much!😍 I was wondering if you feel I’ve provided you with 5-star service,
>  would you mind leaving us a quick review? As a startup team that works hard to delight our customers, your review would go a long way for us. And if you happen to mention my name, it would totally make my day🥹 of course, only if you’d like. You can write it here: ﻿​﻿﻿​﻿Discounty Review Link

**[2026-05-08 16:40:42] user/Kay Mawer**

> No probs

**[2026-05-08 16:41:20] admin/Nilou**

> Thank you very much! I really appreciate your kindness🥹

**[2026-05-08 16:41:26] admin/Nilou**

> If its not too much to ask, can you let me know when its submitted please?🥹

**[2026-05-08 16:43:31] admin/Nilou**

> Are we still connected?
>  [Image]

**[2026-05-08 16:44:01] user/Kay Mawer**

> Sorry jsut getting through the campaigns. I will do the review in a bit. Thank you

**[2026-05-08 16:44:32] admin/Nilou**

> Thank you!!😍

**[2026-05-08 16:44:42] admin/Nilou**

> Take your time I'll be here

**[2026-05-08 16:44:52] admin/Nilou [note]**

> review follow up Nilou

**[2026-05-08 16:51:35] user/Kay Mawer**

> There you go. All done 😊

**[2026-05-08 16:52:08] admin/Nilou**

> Thank you so much! You're the best🥹🙏

**[2026-05-08 16:52:41] admin/Nilou**

> Thank you again, really appreciate that Anna😊💗 If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-05-08 16:52:57] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-08 16:52:57] bot/Luna**

> [Conversation Rating Request]

</details>
