---
conversation_id: "215474319193806"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474319193806?view=List"
shopify_domain: "7km7dx-ds.myshopify.com"
shopify_url: "https://7km7dx-ds.myshopify.com"
company_name: ""
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-15T15:31:43Z"
closed_at: "2026-05-15T16:43:44Z"
state: "closed"
priority: "not_priority"
channel: "automated"
language: "English"
region: "POL"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Nilou"]
agent_count: 1
agent_count_bucket: "1"
customer_name: ""
customer_email: ""
contact_email_type: "unknown"
contact_email_role_hint: ""
seconds_to_human_handoff: 611
seconds_to_first_admin_reply: 611
seconds_from_start_to_review_ask: 2120
seconds_from_handoff_to_review_ask: 1509
seconds_from_first_reply_to_review_ask: 1509
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 83
customer_message_count: 40
admin_message_count_total: 38
note_count: 0
customer_word_count: 303
admin_word_count: 688
count_reopens: 3
count_assignments: 4
handling_time_seconds: 2323
sla_name: "Free Chats First 15min"
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: null
review_ticket_id: "215474321870203"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474321870203?view=List"
review_rating: 5
review_posted_at: "2026-05-15T18:24:48Z"
seconds_from_ask_to_review: 8265
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 215474319193806 — Ruhepfote ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474319193806?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474321870203?view=List)  ·  🔗 [Visit Shopify store](https://7km7dx-ds.myshopify.com)

## Overview
- **Merchant:** (no name)
- **Store:** 7km7dx-ds.myshopify.com · 🌍 Wroclaw, Lower Silesia, Poland
- **App:** Discounty
- **Channel:** automated · **Language:** English

## App usage — Discounty
- **Discounty plan:** —
- **Installed on:** 2026-05-15 15:16:24 UTC
- **Install to conversation start:** 15 minutes before this conversation

## Summary
Ricardo reported that his bulk discount campaign was not displaying the reduced price (€19.99 instead of €29.99) on his storefront. After AI bot troubleshooting failed, human agent Nilou identified that a fixed price set on the product was overriding the bulk price editor campaign. Nilou suggested alternative campaign types and the option to remove the fixed price, but Ricardo was unable to remove the fixed price without risking data loss, so the core issue remained unresolved. Despite this, Ricardo left a 5-star review and ended the conversation on a very positive note.

> "if it does not work, it is fine. I will try an another app. all good :) just tell me"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-15 15:31:43 | +0s | — |
| Handed to human (Nilou) | 2026-05-15 15:41:54 | +10m 11s | +0s |
| First reply to customer | 2026-05-15 15:41:54 | +10m 11s | +0s |
| Review requested by Nilou | 2026-05-15 16:07:03 | +35m 20s | +25m 9s |
| Conversation closed | 2026-05-15 16:43:44 | +1h 12m | +1h 1m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-15 18:24:48 | +2h 53m | +2h 42m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount not showing on storefront | Why is the bulk discount not appearing on the website despite the campaign being active? | no |
| 2 | How-To / Setup | Fixed price override conflict | How can the merchant apply a bulk discount when a fixed price is set on the product? | partial |
| 3 | Account / Access | Store password deletion request | Can the agent delete the store password that was shared during the session? | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna the AI bot walked Ricardo through standard troubleshooting steps for a bulk discount not showing, then escalated to a human agent when the steps did not resolve the issue.

## Review request
- **Asked:** Yes — +35m 20s after conversation start (+25m 9s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-15 18:24:48 UTC
- **Time from ask to review publish:** +2h 17m
- **Time from conversation start to publish:** +2h 53m
- **Match method:** `manual`
- **Shop name on review:** Ruhepfote
- **App listed on review:** Discounty: Bulk Discount Sales

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

## Statistics
- **Messages:** 83 (40 customer, 38 admin)
- **Internal notes:** 0
- **Word count:** customer 303, admins 688
- **Total handling time (Intercom):** +38m 43s
- **Reopens:** 3
- **Assignments:** 4
- **SLA:** Free Chats First 15min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Nilou)
- **Primary assignee:** Nilou
- **Team / Inbox:** Chat 2

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent
- **Topics:** DS - Asked for review, password-protected

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Fixed price set on Shopify product overrides Discounty bulk price editor campaign, preventing discount from applying

## Full transcript
<details>
<summary>Click to expand — 83 messages</summary>

**[2026-05-15 15:31:43] team/Discounty Team [source]**

> Hello Ricardo,
>  Got any questions? Just reply to this message—we’re here to help!

**[2026-05-15 15:31:43] user/Ricardo Steffens**

> hey there, I have an issue.. I can not see my discount on my website. why?

**[2026-05-15 15:32:00] bot/Luna**

> Hi there 👋 I'm Luna, your AI assistant here to help with quick questions and concerns! If I can't handle something myself, a real human teammate will step in 💫
>  I understand how frustrating it must be when your discount isn't showing up. To help you further, could you let me know which type of discount campaign you're using?

**[2026-05-15 15:32:36] user/Ricardo Steffens**

> I think the bulk one

**[2026-05-15 15:32:54] bot/Luna**

> Thanks for clarifying! If your Bulk price editor (Product discount) campaign is active but the discount isn't visible, here are some steps to resolve this:
>  Troubleshooting steps:
>  1. Deactivate and Reactivate the Campaign — This re-syncs the discounted prices and ensures the campaign settings are applied correctly.
> 2. Check for Conflicts with Other Apps — Other pricing or discount apps may override your campaign settings. Deactivate other price rules before making manual price changes.
> 3. Clear Browser Cache — Perform a hard refresh of your browser or check the product page on a different device or browser to clear cached pricing.
>  Important note: If discounted prices don't show on your product or collection pages, it may be due to your custom theme overriding product price elements. Some themes only display prices in certain locations, and this is a theme limitation rather than a Discounty issue.
>  Could you try the deactivate/reactivate step first and let me know if the discount appears after that?

**[2026-05-15 15:33:43] user/Ricardo Steffens**

> okay wait a sec

**[2026-05-15 15:33:47] bot/Luna**

> No problem, take your time! I'll be here when you're ready 👍

**[2026-05-15 15:36:52] user/Ricardo Steffens**

> it does not work

**[2026-05-15 15:37:08] bot/Luna**

> I understand how frustrating this must be. Let me help you check a few more things:
>  Quick checks:
>  1. Product status — Are the products set to "Active" and published to the "Online Store" sales channel in Shopify? Discounty only updates products that meet both conditions.
> 2. Conflicting apps — Do you have any other pricing, inventory, or POS apps installed? These can sometimes override Discounty's discounts.
> 3. Where are you checking? — Are you looking at the product page, collection page, cart, or checkout? (Some themes don't display compare-at prices in certain areas due to theme limitations.)
>  Could you let me know about these points so I can help you further?
>  Source: Why aren’t some or all products discounted in my “Bulk price editor” (formerly named "General discount") campaign?

**[2026-05-15 15:38:17] user/Ricardo Steffens**

> 1. yes 2. i do not have any others 3. I looked everywhere

**[2026-05-15 15:38:31] bot/Luna**

> Thanks for the details, Ricardo! I know this is frustrating. Would you like me to connect you with a human agent? Or if you want, you can share more about your setup and I’ll keep helping you troubleshoot.

**[2026-05-15 15:38:47] user/Ricardo Steffens**

> yes connect me please

**[2026-05-15 15:38:52] bot/Luna**

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

**[2026-05-15 15:39:26] bot/Luna**

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

**[2026-05-15 15:39:47] user/Ricardo Steffens**

> I have an issue that's slowing me down

**[2026-05-15 15:39:48] 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:

**[2026-05-15 15:39:48] bot/Luna**

> [Conversation Rating Request]

**[2026-05-15 15:39:49] 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 ruhepfote@gmail.com.

**[2026-05-15 15:41:18] user/Ricardo Steffens**

> the bulk discount does not show up on my website. I looked everywhere. my price was 29,99€ and I used the bulk price to 19,99€.

**[2026-05-15 15:41:54] admin/Nilou [assignment]**

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

**[2026-05-15 15:42:02] admin/Nilou**

> I noticed that your store is currently password-protected. Could you please share the front password with me just for a quick check?

**[2026-05-15 15:42:08] admin/Nilou**

> In order to find your front password, all you need to do is:
>  1-Go to your Shopify panel
>  2-Sales channel-&gt;online store
>  3-Preferences
>  Scroll down till you find the "Restrict store access" section
>  You can find your password here:
>  [Image]

**[2026-05-15 15:42:51] user/Ricardo Steffens**

> hey nilou, the password is D1a2H3o4o5d6

**[2026-05-15 15:43:06] admin/Nilou**

> Thank you! Let me check please

**[2026-05-15 15:43:12] user/Ricardo Steffens**

> of course

**[2026-05-15 15:43:38] user/Ricardo Steffens**

> [Image] as you can see it is activated already

**[2026-05-15 15:46:40] admin/Nilou**

> Yes, I checked the product and its source page It seems like the compare at price is not added
>  [Image] Basically on Bulk Price editor campaigns the way the discount functions is to adjust the product's price and compare at price. One thing that could prevent this function is if the item has a fixed price set for it. Here's how you can check this to confirm whether the item has a fixed price or not:
>  [Image] ​

**[2026-05-15 15:47:05] admin/Nilou**

> Basically if an Item has a fixed price, by Shopify's logics that overrules other price changes

**[2026-05-15 15:48:18] user/Ricardo Steffens**

> so what can I do now?

**[2026-05-15 15:48:22] user/Ricardo Steffens**

> i have a fix price

**[2026-05-15 15:48:25] user/Ricardo Steffens**

> 29,99

**[2026-05-15 15:48:27] user/Ricardo Steffens**

> €

**[2026-05-15 15:49:43] admin/Nilou**

> If you have a fixed price, you can try the Quantity discount campaign or the Advanced discount code campaign These campaigns should also work for products with fixed prices

**[2026-05-15 15:50:36] user/Ricardo Steffens**

> can I edit it in the activated campaign ? ​

**[2026-05-15 15:50:45] user/Ricardo Steffens**

> or should I do a new one

**[2026-05-15 15:52:26] admin/Nilou**

> You can deactivate the campaign and make the changes

**[2026-05-15 15:52:44] admin/Nilou**

> But if you mean about chaging the campaign type, then yes Adding a new one is needed

**[2026-05-15 15:53:38] user/Ricardo Steffens**

> okay thank you for your help. I will try. If it does not work I hook you up again ok?

**[2026-05-15 15:53:40] admin/Nilou**

> By the way, during testing the functions, if you hit any limitations just let me know and I'll grant you access My goal is to make sure you can test things our freely and without having any worries about extra charges

**[2026-05-15 15:53:55] admin/Nilou**

> Of course! I'll be here Just a message away

**[2026-05-15 15:54:05] user/Ricardo Steffens**

> thank you!

**[2026-05-15 15:54:15] admin/Nilou**

> Happy to help! ^-^

**[2026-05-15 15:57:58] user/Ricardo Steffens**

> [Image] I need exactly this function.. the quantity or the advanced does not match my thoughts :(

**[2026-05-15 15:59:31] user/Ricardo Steffens**

> if it does not work, it is fine. I will try an another app. all good :) just tell me

**[2026-05-15 16:00:09] admin/Nilou**

> I hear you I'm sorry but this one is overruled by the fixed price set:( Is it possible for you to disable the fixed price? Or is it required on your setting?

**[2026-05-15 16:00:51] user/Ricardo Steffens**

> let me check

**[2026-05-15 16:02:13] user/Ricardo Steffens**

> no it does not work..

**[2026-05-15 16:02:14] admin/Nilou**

> Of course, On the same section on the GIF if you hover over the fixed price it has a reset option that disables the fixed price. Only please note the fixed prices data is not stored so in case of price changes please keep that in mind and make a backup if necessary.

**[2026-05-15 16:02:43] admin/Nilou**

> I had to learn that the hard way:D

**[2026-05-15 16:04:31] user/Ricardo Steffens**

> haha it´s fine. i can´t risk it. Thanks for helping and have a nice day. it was a pleasure to meet you

**[2026-05-15 16:05:29] admin/Nilou**

> That's totally understandable ^-^ You're absolutely welcome, and pleasure's all mine Let me know if there's anything else I could do to help you

**[2026-05-15 16:05:45] admin/Nilou**

> Also, if you don't mind can I ask for a small favor?

**[2026-05-15 16:07:03] admin/Nilou**

> I understand our app did not meet your needs so please feel free to refuse But 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

**[2026-05-15 16:07:58] user/Ricardo Steffens**

> I got you

**[2026-05-15 16:08:17] admin/Nilou**

> Thanks! You're a gem🥹🙏

**[2026-05-15 16:08:29] admin/Nilou**

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

**[2026-05-15 16:09:51] user/Ricardo Steffens**

> done :) I think it worked idk :D

**[2026-05-15 16:10:09] admin/Nilou**

> Awesome! Thank you!!😍

**[2026-05-15 16:10:18] admin/Nilou**

> Is it a 5-star?🫣

**[2026-05-15 16:10:35] user/Ricardo Steffens**

> of course :)!

**[2026-05-15 16:10:47] user/Ricardo Steffens**

> very nice person

**[2026-05-15 16:10:50] user/Ricardo Steffens**

> and fast

**[2026-05-15 16:10:55] user/Ricardo Steffens**

> I like it

**[2026-05-15 16:11:53] admin/Nilou**

> Thank you for the kind words! ^-^ Feel free to check back in in the future if you wanted to offer other discounts Wish you a great day and an awesome weekend Thanks again😊🙏

**[2026-05-15 16:12:11] admin/Nilou**

> 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😉✨ Take care,

**[2026-05-15 16:12:25] user/Ricardo Steffens**

> for you too! thank you :)

**[2026-05-15 16:12:29] user/Ricardo Steffens**

> okay I got you

**[2026-05-15 16:12:40] user/Ricardo Steffens**

> See u ;) ​

**[2026-05-15 16:12:46] admin/Nilou**

> [GIF]

**[2026-05-15 16:13:17] admin/Nilou**

> [GIF]

**[2026-05-15 16:13:33] user/Ricardo Steffens [open]**

> [GIF]

**[2026-05-15 16:13:38] user/Ricardo Steffens**

> [GIF]

**[2026-05-15 16:14:16] admin/Nilou**

> 😄🙌haha

**[2026-05-15 16:17:00] user/Ricardo Steffens [open]**

> oh .. could you also do me a favor ? please delete my password :)

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

> Oh of course I did not save it for future team-mates and won't share it with anyone else But if you'd like to change it you can do it here:
>  1-Go to your Shopify panel
>  2-Sales channel-&gt;online store
>  3-Preferences
>  Scroll down till you find the "Restrict store access" section
>  You can find your password here and you can edit it if you'd like:
>  [Image]

**[2026-05-15 16:19:10] user/Ricardo Steffens**

> okay thank you so much Nilou :) ​

**[2026-05-15 16:19:47] admin/Nilou**

> [GIF]

**[2026-05-15 16:20:07] user/Ricardo Steffens**

> 😅

**[2026-05-15 16:22:06] admin/Nilou**

> Have a great one! ^-^ Bye

**[2026-05-15 16:41:12] user/Ricardo Steffens [open]**

> I think I am off work now .. I will try it tomorrow again. Maybe I text you tomorrow :)

**[2026-05-15 16:42:11] admin/Nilou**

> Awesome, my teammates will be here for you on the weekend Have a great one!

**[2026-05-15 16:42:42] user/Ricardo Steffens**

> great :) thank you. you too!

**[2026-05-15 16:43:43] admin/Nilou**

> [GIF]

</details>
