Conversation 191483501092985 — Bossco Auto 4x4 Accessories ⭐
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview
- Merchant: (no name)
- Store: bossco-auto-4x4-accessories.myshopify.com · 🌍 Sydney, New South Wales, Australia
- App: Discounty
- Channel: automated · Language: English
App usage — Discounty
- Discounty plan: —
- Installed on: 2024-11-05 01:51:48 UTC
- Install to conversation start: 1y 6mo before this conversation
Summary
Merchant Joseph Zhuang contacted support urgently because a pre-scheduled discount campaign failed to apply at its scheduled launch time, causing significant financial damage during a live sale with active advertising. After a frustrating delay with the AI bot and waiting for a human agent, Rick from the support team escalated the issue to the technical team as highest priority, and the backend bug was resolved within roughly an hour. The merchant was given a one-month refund as a gesture of goodwill, received help repositioning a cart widget, but left a 1-star review and indicated he would consider switching platforms; the support team followed up post-conversation in an attempt to get the review updated.
"My disappointment is immeasurable. We will look into moving to a different solution after this sale is done."
Timeline
| event |
time (UTC) |
from start |
from handoff |
| Conversation started |
2026-05-04 03:25:18 |
+0s |
— |
| Handed to human (Rick) |
2026-05-04 03:31:42 |
+6m 24s |
+0s |
| First reply to customer |
2026-05-04 03:31:42 |
+6m 24s |
+0s |
| Review requested by Rick |
2026-05-05 04:02:03 |
+1d 0h |
+1d 0h |
| Conversation closed |
2026-05-04 05:06:05 |
+1h 40m |
+1h 34m |
| Review posted ⭐⭐⭐⭐⭐ |
2026-05-04 10:32:52 |
+7h 7m |
+7h 1m |
Issues raised
| # |
Category |
Sub-category |
What was asked |
Resolved |
| 1 |
Technical Bug |
Scheduled discount campaign not applying |
The merchant's pre-scheduled discount campaign failed to roll out at the scheduled time, causing prices not to update for customers during a live sale. |
yes |
| 2 |
How-To / Setup |
Cart goal widget placement |
The merchant wanted to move the cart goal table widget to below the add-to-cart button on desktop. |
yes |
| 3 |
Billing |
Goodwill refund for outage |
The merchant indicated that losses from the outage were severe and that even a free subscription would not recoup them, prompting a one-month refund from the support team. |
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 gather issue details and offered to escalate to a human agent, but failed to satisfy the merchant and only succeeded in routing the conversation to the human team after repeated urgent requests.
Review request
- Asked: Yes — +1d 0h after conversation start (+1d 0h after human handoff)
- Requested by: Rick
- Merchant agreed: no
Review received
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-05-04 10:32:52 UTC
- Time from ask to review publish: —
- Time from conversation start to publish: +7h 7m
- Match method:
fuzzy_via_shopify_handle
- Shop name on review: Bossco Auto 4x4 Accessories
- App listed on review: Discounty: Bulk Discount Sales
Review text:
Scheduled campaign failed to apply. Support don't reply.
Statistics
- Messages: 101 (40 customer, 63 admin)
- Internal notes: 14
- Word count: customer 431, admins 1273
- Total handling time (Intercom): +18h 1m
- Reopens: 1
- Assignments: 6
- SLA: Paid Chats First 5min — ✅ hit
People involved
- Agents who worked on it: 3 (Matin, Pearl, Rick)
- Primary assignee: Rick
- Team / Inbox: Chat 1
- Tags: Low CSAT for Fin, Started by Chat, Expected reply time sent
- Topics: Urgency 1
- In-chat rating widget: 1 / 5
- Intercom CX Score (AI grading): 2 / 5
- Explanation: The customer experienced a major product failure causing significant business impact and expressed strong negative sentiment. The AI Agent failed to resolve the issue, leading to high customer effort, but the teammate provided high-quality support, escalated the problem, and ultimately resolved it with a refund gesture.
Sentiment & Resolution
- Sentiment: very_negative
- Resolution status: partially_resolved
- Refund discussed: yes
- Competitors mentioned: —
- External blockers: - Backend bug preventing scheduled campaign price modifications from applying on time
- AI bot unable to handle urgent technical escalations, causing significant delays in reaching a human agent
Full transcript
Click to expand — 101 messages
**[2026-05-04 03:25:18] team/Discounty Team [source]**
> Hello Joseph,
> Got any questions? Just reply to this message—we’re here to help!
**[2026-05-04 03:25:18] user/Joseph Zhuang**
> where is the support?
**[2026-05-04 03:25:21] bot/Luna [note]**
> 🚀Let's boost Discounty reviews!🚀 Tip: Suggest the COUNTDOWN TIMER feature!
>
> [Image]
**[2026-05-04 03:25:21] bot/Luna [note]**
> This customer has had at least one scheduled campaign in the past 24 hours.
> 1. Check if there is a scheduled campaign in their panel.
> 2. If yes, confirm if they’ve enabled the timer option.
> 3. If not, let them know about this feature!
**[2026-05-04 03:25:25] user/Joseph Zhuang**
> your AI garbage isn't good enough
**[2026-05-04 03:25:27] bot/Luna [duplicate_conversation_note]**
> This could be a duplicate conversation.
> This user has 1 other open or snoozed conversation(s) with activity in the last 10 hours:
> -
> 215474164280537
**[2026-05-04 03:25:36] bot/Luna**
> I'm sorry to hear you're frustrated with the AI support. Would you like me to connect you with a human agent? Or if you want, you can share more details about your issue and I’ll do my best to assist you.
**[2026-05-04 03:29:38] bot/Luna**
> I'm sorry again for the frustration with our AI support and I'm here to help if you need further assistance. Would you like to share more about the issue you're trying to resolve so I can better assist you?
**[2026-05-04 03:31:05] user/Joseph Zhuang**
> I need a human now
**[2026-05-04 03:31:07] user/Joseph Zhuang**
> noiw
**[2026-05-04 03:31:10] bot/Luna**
> I understand you'd like to speak with a human agent, and I'll connect you with someone from our team. Meanwhile, if you could share a bit more about your issue, it might help them assist you more quickly.
**[2026-05-04 03:31:17] user/Joseph Zhuang**
> human now
**[2026-05-04 03:31:21] user/Joseph Zhuang**
> human now
**[2026-05-04 03:31:22] user/Joseph Zhuang**
> human now
**[2026-05-04 03:31:23] user/Joseph Zhuang**
> human now
**[2026-05-04 03:31:23] user/Joseph Zhuang**
> human now
**[2026-05-04 03:31:24] user/Joseph Zhuang**
> human now
**[2026-05-04 03:31:24] bot/Luna**
> Let’s connect you with the team. Just, which option best applies to your reason for contacting us today?
**[2026-05-04 03:31:24] user/Joseph Zhuang**
> human now
**[2026-05-04 03:31:29] user/Joseph Zhuang**
> A major feature has stopped working
**[2026-05-04 03:31:30] bot/Luna**
> Got it, 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:
**[2026-05-04 03:31:30] bot/Luna**
> [Conversation Rating Request]
**[2026-05-04 03:31:31] 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 sales@bosscoauto.com.au.
**[2026-05-04 03:31:36] bot/Luna [conversation_summary]**
> Question The customer contacted us due to a major feature failure requiring immediate human assistance. Summary • User expressed dissatisfaction with AI support and repeatedly demanded immediate human assistance.
> • Bot acknowledged frustration, offered to connect to a human agent, and requested issue details to expedite help.
> • User insisted multiple times on speaking to a human immediately, specifying a major feature failure.
> • Bot assigned the case to the human team, requested additional details and examples, and informed about typical response time.
> • Bot confirmed follow-up via chat and email at sales@bosscoauto.com.au.
**[2026-05-04 03:31:42] admin/Luna [assignment]**
> We're really sorry that your experience didn't meet your expectations. 😔 To assist you more quickly, we're passing your conversation along to the team for further review. If you have any additional details, such as screenshots or specific examples, please feel free to share them with us. We're here to help! 💙
**[2026-05-04 03:31:48] user/Joseph Zhuang**
> human now
**[2026-05-04 03:34:06] admin/Rick [assignment]**
> Hello Joseph,
>
> Thank you for contacting us.
> I'm Rick from the Customer Support team here, and I'm happy to be assisting you today 🙋🏻♂️
>
> Sorry for not getting back to you sooner, but I'm sure you understand we're facing quite a workload on our side. 🙏
**[2026-05-04 03:34:21] admin/Rick**
> Let me have a quick check on that and get back to you 🙏🏻
**[2026-05-04 03:34:59] admin/Rick [note]**
> monitoring ticket:
> https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474164097068?sidebar_tab=details&view=List
**[2026-05-04 03:35:38] user/Joseph Zhuang**
> I do understand but that's not really my problem. I have irate customers on my end clogging my phone line and I'm burning ad spend on all channels plugging a fdiscount which hasn't rolled out for over an hour.
**[2026-05-04 03:35:55] user/Joseph Zhuang**
> I scheduled this last week so it applied on time today
**[2026-05-04 03:36:16] admin/Rick**
> I totally understand, my friend,
> I just noticed your conversation with us and took over immediately!
**[2026-05-04 03:36:29] user/Joseph Zhuang**
> We need to get this sorted
**[2026-05-04 03:37:55] admin/Rick**
> I see what you're talking about, Joseph,
> I just escalated the issue to the tech team with the highest priority, and I'll get back to you as soon as I hear back from them.
>
> I'll keep an eye for any response, and will contact you right away!
**[2026-05-04 03:38:10] admin/Rick [note]**
> 🔗 Rick linked DIS-2802: General Exception Jira · partnerz.atlassian.net
**[2026-05-04 03:38:20] user/Joseph Zhuang**
> I had hype emails running all last week telling people to get ready for midday today
**[2026-05-04 03:38:32] user/Joseph Zhuang**
> I need this to be solved an hour ago
**[2026-05-04 03:39:05] admin/Rick**
> I know, based on my job, trust me, I totally understand.
**[2026-05-04 03:39:23] user/Joseph Zhuang**
> this needs to be less 'keep an eye for the response' and more beat them over the head with sticks until they fix it
**[2026-05-04 03:40:04] user/Joseph Zhuang**
> I need to see a parallel implementation of functioning time travel to go back in time and fix it
**[2026-05-04 03:40:10] admin/Rick**
> No need for that, tbh,
> when an issue is reported with the highest priority, the team would get all over it; This is our policy.
**[2026-05-04 03:40:18] user/Joseph Zhuang**
> the cost of this is mounting up for me
**[2026-05-04 03:40:31] user/Joseph Zhuang**
> the ads are live, the website is screaming about a sale
**[2026-05-04 03:41:37] admin/Rick**
> I know, Joseph, as I said, this is my job,
> And I'll make sure to get the team to fix this as soon as possible. 🙏🏻
**[2026-05-04 03:42:36] user/Joseph Zhuang**
> we have a sale that lasts 14 hours and the first hour is completely wrecked... my team are being pounded over the phone about why we're false advertising discounts
**[2026-05-04 03:45:27] admin/Rick**
> I can see that causing this sort of issue, Joseph,
>
> Let me see what I can do to get this sorted out sooner and get back to you with something 🙏🏻
**[2026-05-04 03:45:55] user/Joseph Zhuang**
> There are now thousands of dollars in abandoned checkouts from the last hour
**[2026-05-04 03:48:07] user/Joseph Zhuang**
> we're going on 2 hours that's ~2% of the entire time duration of this sale that's been completely wrecked
**[2026-05-04 03:51:14] admin/Rick**
> That's a lot of sales, and as a result, dissatisfied customers; I totally understand that 🙏🏻 and honestly, I'm trully sorry for all the troubles.
>
> I know it's been a headache for you already, my friend, but I took over your case around 15 minutes ago; Just give a bit of time, and I'll get this sorted for you.
**[2026-05-04 03:51:38] user/Joseph Zhuang**
> I don't have a bit of time...
**[2026-05-04 03:52:52] admin/Rick [note]**
> I mean, you gotta do it anyway :))
> Why make it so hard?
**[2026-05-04 03:56:10] admin/Rick**
> The team is already investigating this, Joseph,
> will get back to you on this very soon.
**[2026-05-04 03:56:26] user/Joseph Zhuang**
> every minute costs ad spend and lost sales
**[2026-05-04 04:03:10] user/Joseph Zhuang**
> we're now 2 hours into this and no fix
**[2026-05-04 04:05:42] admin/Rick**
> Hey Joseph,
> I was just talking to the team, and as I mentioned, they're already working on this.
>
> I'm truly sorry for the trouble, and we're trying to get this resolved as soon as possible 🙏🏻
**[2026-05-04 04:05:54] user/Joseph Zhuang**
> I need a timeframe
**[2026-05-04 04:10:57] admin/Rick**
> I don't want to make a promise I'm not in control of keeping, but based on what I see, this shouldn't take longer than 10-20 minutes; maybe sooner.
**[2026-05-04 04:12:01] user/Joseph Zhuang**
> that's too long already, it'salready been 37m since you replied and longer still since the intital message was received by a clanker
**[2026-05-04 04:14:10] admin/Rick**
> I can see you're a veteran on Shopify, Joseph,
> and I'm sure you've faced technical issues with Shopify or apps on Shopify before;
>
> I completely understand the urgency of this to you, I do! But reviewing the code to see what went wrong and fixing it can take a little bit of time.
**[2026-05-04 04:14:25] admin/Rick**
> We're actively working on this, that is absolute.
**[2026-05-04 04:14:46] admin/Rick**
> And I'll make sure to get back to you as soon as I can, but I'm gonna need a few more minutes.
**[2026-05-04 04:15:16] user/Joseph Zhuang**
> It shouldn't have gone wrong in the first place
**[2026-05-04 04:16:23] admin/Rick**
> I know! But for any reason, that honestly I don't know what yet, it did, and we'll do our best to fix it ASAP 🙏🏻
**[2026-05-04 04:17:37] admin/Rick**
> I just want to assure you that I am your agent about this, and to get this resolved ASAP is my goal.
**[2026-05-04 04:17:46] admin/Rick**
> Will be back with you very shortly.
**[2026-05-04 04:28:07] user/Joseph Zhuang**
> ok, it looks like it's worked, what was the issue?
**[2026-05-04 04:29:51] admin/Rick**
> Yes, just checking with the team to make sure it's %100 done.
**[2026-05-04 04:37:45] admin/Rick**
> OK, the issue should now be fully resolved ✅
> Just to be sure, would you please check some random products included in the campaign and make sure it's all OK? I just checked a few, and they all seem OK.
**[2026-05-04 04:38:03] user/Joseph Zhuang**
> I have also had a look and what I've seen so far seems ok
**[2026-05-04 04:39:24] admin/Rick**
> The issue, apparently, was in our backend. The app ran into an issue trying to modify the price of some of the variants.
> Nothing to be worried, but the team will have another review on this piece of code to make sure this doesn't happen again.
**[2026-05-04 04:40:39] admin/Rick**
> OK, then! Glad it's working properly now.
> Again, sooo sorry for all the trouble, and I hope all the pending customers and their purchases will be restored.
**[2026-05-04 04:41:26] user/Joseph Zhuang**
> that is very very unlikely
**[2026-05-04 04:41:43] user/Joseph Zhuang**
> even getting your app for free for the rest of the year would not fully recoup our losses
**[2026-05-04 04:44:20] user/Joseph Zhuang**
> ok, now I need to work out how to move the cart goal table to a different part of the page also, on desktop it needs to be in a different place
**[2026-05-04 04:44:43] admin/Rick**
> Just a note,
> Please don't modify anything regarding this campaign in the next 8 hours. The team wants to implement a new fix on the app to make sure this doesn't happen again, and deactivating / reactivating the campaign in the meantime might result in the issue again.
**[2026-05-04 04:45:04] admin/Rick**
> Sure! I can help you with that.
> Where exactly do you want to place the widget?
**[2026-05-04 04:45:31] user/Joseph Zhuang**
> My disappointment is immeasurable. We will look into moving to a different solution after this sale is done.
**[2026-05-04 04:49:52] user/Joseph Zhuang**
> It would need to go below the add to cart button.
**[2026-05-04 04:50:28] admin/Rick**
> I'm so sorry to hear that :(
> I can see that you've been with us for over a year now, and I don't want to see you leave.
>
> Let's work on the placement and talk about this afterward, I insist 🙏🏻
**[2026-05-04 04:50:38] admin/Rick**
> Sure! WIll be back in a minute ..
**[2026-05-04 04:56:46] admin/Rick**
> Would you please check now? Should be Done ✅
**[2026-05-04 04:57:05] user/Joseph Zhuang**
> yep, that appears fine
**[2026-05-04 05:01:50] admin/Rick**
> Great! As I mentioned before, I can see that you've been with us for over a year now, and you've had plenty of successful campaigns that worked perfectly and generated a noticeable amount of revenue for you.
>
> I know that based on your sales volume, this probably won't cover the potential sales that you might have missed during this time, but just as a gesture, I wanted to let you know that we just refunded 1 month of the annual payment you've made for our Discounty plan.
> You'll receive a confirmation email from Shopify if you haven't already.
**[2026-05-04 05:01:56] admin/Rick [note]**
> [Image]
**[2026-05-04 05:02:35] admin/Rick**
> It would be an absolute bummer to see you go, but we respect your choice in the end 🙏🏻
> You need to find an app that you feel comfortable with, of course.
**[2026-05-04 05:03:15] admin/Rick**
> Anyway, I hope I managed to help you out with this, sorry it took a while.
>
> Is there anything else I can assist you with at the moment, Joseph?
**[2026-05-04 05:04:09] user/Joseph Zhuang**
> Not just this moment, I appreciate the refund. We will reassess everything after the sale is over.
**[2026-05-04 05:04:59] admin/Rick**
> My absolute pleasure, my friend 😇 You're more than welcome.
>
> Awesome! We do offer support that is active almost 24/7, so please don't hesitate to reach out if you face any questions/issues along the way.
**[2026-05-04 05:05:22] admin/Rick**
> It looks like you're all set for now. I’ll close this conversation, but please do feel free to reach out if you have any further questions.
>
> Have a good day, and a great sale ahead! 🫶🏻
> [GIF]
**[2026-05-04 08:36:57] admin/Matin [note]**
> ⬆️ Ella changed the status to Done on DIS-2802: General Exception Jira · partnerz.atlassian.net
**[2026-05-04 13:16:53] admin/Rick [note]**
> 1-star review received
> https://discord.com/channels/838313036149162025/1500812308635717763/1500812308635717763
**[2026-05-04 13:17:08] admin/Rick [note]**
> I'll get back to them myself tomorrow.
**[2026-05-05 04:02:03] admin/Rick**
> Hi Joseph,
> Rick here from the Discounty team. I hope you’re doing well.
>
> First of all, we’re truly sorry again for what happened. I completely understand how stressful and damaging this situation was, especially with your sale already live, ads running, and customers reaching out about the discounts not applying properly.
>
> I also noticed the 1-star review you left on the Shopify App Store. From the timing and context, I understand it may have been submitted while you were still waiting for us to resolve the issue, which is completely understandable.
>
> Now that the issue has been resolved, I hope the experience feels a little different than it did in that moment. Since reviews have a significant impact on our reputation and future merchants’ trust in us, I’d truly appreciate it if you’d consider updating the review, either by removing it or adjusting the rating to a higher one, if you feel that would be fair.
> Of course, there’s no pressure at all, and I completely respect your decision either way 🙏🏻
>
> Best regards,
**[2026-05-05 04:06:07] admin/Rick [note]**
> 1-star review case
> If they reply, please keep the convo assigned to me and kindly let me know by SMS or Discord, so I get online and respond.
> And please only get back to them if they reach out with an issue that is absolutely urgent.
> Thanks 🫶🏻
**[2026-05-12 17:08:45] admin/Rick [note]**
> Their campaign is over,
> I'll contact them with either Matin or Rick account tomorrow.
**[2026-05-14 15:57:26] admin/Rick [note]**
> australia timezone
**[2026-05-14 15:58:00] admin/Rick [note]**
> I tried to find their personal email to reach out,
> even found their LinkedIn profile, but their email address is hidden there
**[2026-05-14 17:51:10] admin/Rick [note]**
> 1-star review case
> If they reply, please let me know (preferably via SMS or call), so I can get back to them 🫶🏻
**[2026-05-15 14:56:46] admin/Rick [note]**
> 1st flw up email from Matin was sent
> [Image]
**[2026-05-21 11:45:22] admin/Rick**
> Hello Joseph,
> Rick here from the Discounty team 🙋🏻♂️ I hope you're doing great!
>
> I'm just circling back to make sure you received my previous message. Have you had a chance to review it?
>
> I see that you still have our app installed, and I want to make sure we serve you the service you deserve. If there's anything that I can assist you with, please don't hesitate to let me know!
>
> Looking forward to your response,
**[2026-05-21 11:47:14] admin/Rick [note]**
> 1-star review case
> If they reply, please let me know (preferably via SMS or call), so I can get back to them 🫶🏻