Conversation 215474010324774 — VAVAS STUDIO ⭐⭐⭐⭐⭐¶

🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store

Overview¶

Merchant: Vanessa Ravasio — vanessa.ravasio@hotmail.com (personal address on a free email provider)
Store: leonessaswitzerland.myshopify.com · 🌍 Zurich, Zurich, Switzerland
App: Discounty
Channel: customer_initiated · Language: English

Store profile¶

Shopify plan: Basic
Currency: CHF
Store created on Shopify: 2021-12-02
Public review score (StoreLeads): 5.0 (5 reviews)

App usage — Discounty¶

Discounty plan: Essential — $29/monthly
Installed on: 2026-04-21 18:36:00 UTC
Install to conversation start: 1 seconds before this conversation
Uninstalled on: 2026-04-12 20:01:43 UTC ⚠️
Active: Yes
Sales revenue through Discounty: CHF 3,658
Total orders through Discounty: 42

Summary¶

Merchant Vanessa Ravasio reinstalled Discounty after a previous installation and was concerned about being charged again within 3 days. Agent Harry explained that plans cannot be transferred between installations, confirmed that 24 unused days from the prior plan were eligible for a refund, and processed the refund successfully. The merchant was satisfied with the resolution and agreed to leave a review.

"thats great"

Timeline¶

event	time (UTC)	from start	from handoff
Conversation started	2026-04-21 18:36:01	+0s	+0s
Handed to human (Harry)	2026-04-21 18:36:01	+0s	+0s
First reply to customer	2026-04-21 18:43:24	+7m 23s	+7m 23s
Review requested by Harry	2026-04-21 18:57:46	+21m 45s	+21m 45s
Conversation closed	2026-04-21 22:30:36	+3h 54m	+3h 54m
Review posted ⭐⭐⭐⭐⭐	2026-04-22 02:16:56	+7h 40m	+7h 40m

Issues raised¶

#	Category	Sub-category	What was asked	Resolved
1	Billing	Refund for unused subscription days after reinstall	The merchant asked why they would be charged again after reinstalling the app and how to fix it.	yes
2	Technical Bug	Campaign migration after reinstall	The agent needed to check whether an active campaign from the previous installation was still affecting prices.	yes

Fin AI¶

Did not participate.

Review request¶

Asked: Yes — +21m 45s after conversation start (+21m 45s after human handoff)
Requested by: Harry
Merchant agreed: yes

Review received¶

⭐⭐⭐⭐⭐ 5 / 5

Posted: 2026-04-22 02:16:56 UTC
Time from ask to review publish: +7h 19m
Time from conversation start to publish: +7h 40m
Match method: ok
Shop name on review: VAVAS STUDIO
App listed on review: Discounty: Bulk Discount Sales

Review text:

Best app for bulk discounts, super fast and no issues at all. Harry’s support was amazing and really helpful. Highly recommend!

Statistics¶

Messages: 30 (9 customer, 19 admin)
Internal notes: 5
Word count: customer 61, admins 359
Total handling time (Intercom): +23m 9s
Reopens: 1
Assignments: 3

People involved¶

Agents who worked on it: 3 (Harry, Nilou, Rina)
Primary assignee: Harry
Team / Inbox: Chat

Tags & Topics¶

Tags: Started by Proactive, Discounty - asked for review
Topics: New installation, DS - Asked for review, DIS - Reinstallation

Intercom-side signals¶

Intercom CX Score (AI grading): 5 / 5
Explanation: The customer had a billing concern about reinstalling the app and was helped by a teammate who clearly explained the policy and refund process. The customer accepted the solution and left a positive review.

215474010336943

Sentiment & Resolution¶

Sentiment: positive
Resolution status: resolved
Refund discussed: yes
Competitors mentioned: —
External blockers: - Plans cannot be transferred between app installations, requiring merchants to repurchase a plan upon reinstall

Full transcript¶

Click to expand — 30 messages

**[2026-04-21 18:36:01] user/Vanessa Ravasio [source]** > I just reinstalled Discounty. **[2026-04-21 18:36:01] admin/Rina [note]** > This merchant has previously uninstalled and now reinstalled Discounty. > 1. Review their past installations to check if any campaigns were active or in-progress at the time of uninstall. > 2. Contact the merchant to: > - Gather feedback on why they uninstalled and reinstalled. > - If needed, explain that discounts from old campaigns may still be active. > - If needed, Advise them to wait until we deactivate previous campaigns to avoid issues. > - If needed, take appropriate actions based on campaign status. > Shop installation records: https://api-discounty.hengam.io/admin/app_installer/shop/?q=leonessaswitzerland.myshopify.com > Campaign records: https://api-discounty.hengam.io/admin/campaign/campaign/?q=leonessaswitzerland.myshopify.com **[2026-04-21 18:40:43] user/Vanessa Ravasio [open]** > Hello, I started using the app this month and just reinstalled it, but it says I’ll have to pay again in 3 days. How can I fix this? **[2026-04-21 18:41:48] admin/Nilou [note]** > dear Harry They have an active convo with you **[2026-04-21 18:42:01] admin/Nilou [note]** > I assign this bayjaze **[2026-04-21 18:42:15] admin/Harry [note]** > Thank you **[2026-04-21 18:43:24] admin/Harry** > Hi Vanessa! > This is Harry from Discounty. > > It looks like in your previous installation, there was a campaign that hadn’t fully expired when the app was uninstalled. To handle this correctly, we need to follow a couple of steps. > Before we move forward, I just want to check one thing. Have you already updated your prices, or are they still discounted from that campaign? Since reverting the campaign would impact those prices, I want to make sure we don’t change anything you’ve already set intentionally. > > The steps we need to take are: > 1. Migrate the campaign to your new installation > 2. Revert and deactivate it properly > I look forward to your response and to resolving this for you. **[2026-04-21 18:44:13] admin/Harry [note]** > https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474010336943?view=List **[2026-04-21 18:45:32] user/Vanessa Ravasio** > The prices are normal, I just turned off a campaign I started a little while ago. **[2026-04-21 18:46:00] admin/Harry** > Thank you for clarifying **[2026-04-21 18:48:08] admin/Harry** > Regarding your question about the plans, each installation requires its own plan in Shopify and cannot be transferred between installations. That’s why you’ll need to upgrade your plan on this new installation. However, rest assured, we will refund any unused days from your previous installation. Does that sound good? **[2026-04-21 18:48:32] user/Vanessa Ravasio** > thats great **[2026-04-21 18:48:45] admin/Harry** > 😊 **[2026-04-21 18:52:01] admin/Harry** > It looks like you uninstalled the app on April 12 after activating the Essential plan on April 6. This means you used 6 days of your monthly plan, and 24 days would need to be refunded. Is that correct? **[2026-04-21 18:52:28] user/Vanessa Ravasio** > yes **[2026-04-21 18:53:03] admin/Harry** > Thank you for confirming. I'll take care of the refund and get back to you shortly. Does that sound good? **[2026-04-21 18:53:48] user/Vanessa Ravasio** > yes,thank you **[2026-04-21 18:54:02] admin/Harry** > My pleasure! 😊 **[2026-04-21 18:56:08] admin/Harry** > It's done! > The refund has been made back to the original method of payment. You will also see this reflected on your financial statement in 3-10 business days, depending on how quickly your payment provider processes refunds. > > [Image] **[2026-04-21 18:57:02] admin/Harry** > Is there anything else I can help you with? **[2026-04-21 18:57:17] user/Vanessa Ravasio** > thats all, thank you so much **[2026-04-21 18:57:39] admin/Harry** > You're very welcome! 😊 **[2026-04-21 18:57:46] admin/Harry** > Also, I was wondering, can you make me happy by leaving us a review, before you go? :) > Mentioning my name will be the cherry on top! 🍒😍 > > You can write it here: Discounty Review Link **[2026-04-21 18:58:53] user/Vanessa Ravasio** > sure **[2026-04-21 18:59:19] admin/Harry** > That's very kind of you. Thank you so much! **[2026-04-21 18:59:31] admin/Harry** > Could you please let me know once it’s done? Shopify takes a few days to publish, and I’d like to keep an eye out for it. **[2026-04-21 19:02:42] user/Vanessa Ravasio** > done **[2026-04-21 19:03:05] admin/Harry** > Thank you! 😊 **[2026-04-21 22:30:47] bot/Luna** > Help Harry understand how they’re doing: **[2026-04-21 22:30:48] bot/Luna** > [Conversation Rating Request]