Conversation 215474020927984 — Dapper Fragrances ⭐⭐⭐⭐⭐
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview
- Merchant: Travis Gearhart —
dapperfragrances@gmail.com (personal address on a free email provider)
- Store: dtv9ib-te.myshopify.com · 🌍 El Paso, Texas, United States
- App: Discounty
- Channel: customer_initiated · Language: English
Store profile
- Shopify plan: Advanced
- Currency: USD
- Store created on Shopify: 2025-07-24
App usage — Discounty
- Discounty plan: Discounty — $49/monthly
- Installed on: 2026-04-22 13:49:47 UTC
- Install to conversation start: 3 minutes after this conversation
- Uninstalled on: 2026-04-22 13:48:53 UTC ⚠️
- Active: Yes
- Sales revenue through Discounty: USD 32,038
- Total orders through Discounty: 351
Summary
Merchant Travis Gearhart set up his first Buy X Get Y campaign but hit a 100-variant limit for the Y (gift) products, when he needed to select ~245 variants of 5ml fragrances. The agent confirmed this is a known limitation being worked on. A secondary issue arose where campaign revenue reporting counted all orders containing campaign products rather than only orders where the offer was actually used; this was escalated as a feature/analytics improvement request but not resolved.
"I will say that this app is the best one I've tried for variant discounts!"
Timeline
| event |
time (UTC) |
from start |
from handoff |
| Conversation started |
2026-04-22 13:46:18 |
+0s |
— |
| Handed to human (Sam) |
2026-04-22 13:46:19 |
+1s |
+0s |
| First reply to customer |
2026-04-22 13:47:47 |
+1m 29s |
+1m 28s |
| Review requested by Mason |
2026-04-22 14:57:26 |
+1h 11m |
+1h 11m |
| Conversation closed |
2026-04-25 16:10:52 |
+3d 2h |
+3d 2h |
| Review posted ⭐⭐⭐⭐⭐ |
2026-04-22 18:20:41 |
+4h 34m |
+4h 34m |
Issues raised
| # |
Category |
Sub-category |
What was asked |
Resolved |
| 1 |
Technical Bug |
BXGY variant selection limit |
Merchant cannot select more than 100 variants for the Y (gift) product pool in a BXGY campaign, but needs to select approximately 245 variants. |
no |
| 2 |
Feature Request |
Campaign revenue attribution accuracy |
Merchant wants campaign revenue reporting to only count orders where the specific offer was actually redeemed, not all orders containing a product in the campaign. |
no |
Fin AI
Did not participate.
Review request
- Asked: Yes — +1h 11m after conversation start (+1h 11m after human handoff)
- Requested by: Mason
- Merchant agreed: yes
Review received
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-04-22 18:20:41 UTC
- Time from ask to review publish: +3h 23m
- Time from conversation start to publish: +4h 34m
- Match method:
ok
- Shop name on review: Dapper Fragrances
- App listed on review: Discounty: Bulk Discount Sales
Review text:
Mason was very knowledgable and kind! He helped us solve our issue quickly and took our recommendations to improve the app. It's always a good sign when a company listens to customer feedback! This app is working great for us so far.
Statistics
- Messages: 66 (20 customer, 53 admin)
- Internal notes: 11
- Word count: customer 316, admins 463
- Total handling time (Intercom): +1h 45m
- Reopens: 0
- Assignments: 16
People involved
- Agents who worked on it: 3 (Mason, Rina, Sam)
- Primary assignee: Sam
- Team / Inbox: Proactive
- Tags: Started by Proactive, Discounty - asked for review, Automate Snoozing Started, Automate Snoozing End
- Topics: DS - First campaign - Proactive, DS - Asked for review
- Intercom CX Score (AI grading): 5 / 5
- Explanation: The customer experienced a product limitation with variant selection but appreciated the app overall. The teammate provided helpful answers, acknowledged feedback, and the customer showed positive sentiment and low effort.
Sentiment & Resolution
- Sentiment: positive
- Resolution status: partially_resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: - 100-variant limit on Y product selection in BXGY campaigns prevents merchant from including all required product variants
- Campaign analytics counts revenue from any order containing a campaign product rather than only orders where the discount offer was redeemed
Full transcript
Click to expand — 66 messages
**[2026-04-22 13:46:18] user/Travis Gearhart [source]**
> I just created my first Discounty campaign.
**[2026-04-22 13:46:19] admin/Rina [note]**
> BXGY
> Campaign Name: Free gift with purchase
> Campaign Type: BXGY
> Campaign Status: Downloading
> Reward selection method: Manual selection
> Customer buy X
> Product Filters: Products and variants
> Minimum quantity required: 3
> Customer get Y
> Product filter: Products and variants: 14 selected
> Reward quantity: 1
> Discount type: Percentage
> Discount value: 100.0
> App embed: False
> Widget status: Popup: not configured, FAB: not configured
> Include Filters: Products and variants
> Exclude Filters: None
> Sample Product List:
> - Alpha Mist
> - Absolute Power
> - Ambrosial Throne
**[2026-04-22 13:47:47] admin/Mason**
> Hi Travis!
> This is Mason from Discounty. Congrats on launching your first campaign! ✨
> I’m going to check it right now and send over a preview. Sounds good?
**[2026-04-22 14:11:35] admin/Mason**
> I noticed that you've already deactivated your campaign.
> Was there anything specific holding you back, or would you like help getting it live again?
**[2026-04-22 14:15:03] user/Travis Gearhart**
> I'm doing a buy 3, get 1 free offer and under the customer gets Y section, I can only select up to 100 variants
**[2026-04-22 14:15:27] user/Travis Gearhart**
> I need to select all of my 5ml fragrances which is like 245
**[2026-04-22 14:22:08] bot/Luna**
> The agent you were working with is currently unavailable.
>
> Your message has been received and will be followed up as soon as they are back online.
> If you would like, you can add any relevant details now to help us resolve this faster.
**[2026-04-22 14:29:14] user/Travis Gearhart**
> I can wait
**[2026-04-22 14:29:15] bot/Luna**
> Got it! We will reply here as soon as possible. Thanks for being patient with us. 🙌🏻
**[2026-04-22 14:29:15] bot/Luna [note]**
> Please snooze the ticket for the assignee.
**[2026-04-22 14:32:26] admin/Mason**
> Thanks for being patient with me. Today is a busy day on our side!
**[2026-04-22 14:32:37] user/Travis Gearhart**
> All good! No worries at all
**[2026-04-22 14:33:24] admin/Mason**
> Yes. That's correct, unfortunately currently there is a limit for Y gifts and only up to 100 variants can be considered for product Y.
> [Image]
**[2026-04-22 14:34:02] admin/Mason**
> We are aware of this case and are working on improving this section to be able to add more products for Y.
**[2026-04-22 14:34:47] admin/Mason**
> For now, is there anything else I can help you with?
**[2026-04-22 14:54:27] user/Travis Gearhart**
> Okay sounds good! I think that's it for now. Once we can select more for y gifts, we'll enable the automatic discount instead of the popup. I will say that this app is the best one I've tried for variant discounts!
**[2026-04-22 14:56:48] admin/Mason**
> That sounds like a great plan 🙂
**[2026-04-22 14:57:06] admin/Mason**
> Really appreciate the kind words, means a lot! If you need anything when you switch things over, just let me know.
**[2026-04-22 14:57:26] admin/Mason**
> Also for now, if there nothing else, 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! 🍒😍
**[2026-04-22 14:57:31] admin/Mason**
> [GIF]
**[2026-04-22 14:57:36] admin/Mason [note]**
> You can write it here: Discounty Review Link
**[2026-04-22 14:59:12] admin/Mason**
> Are we still connected?🥺
**[2026-04-22 15:00:01] admin/Sam [note]**
> SEND ITTTTTTTTTTTTTTT
**[2026-04-22 15:00:19] user/Travis Gearhart**
> Yep! I will leave a review! Do you happen to know when the new rollout of selecting more Y products will happen? Just want to have an idea
**[2026-04-22 15:01:11] admin/Mason**
> Thanks so much!
**[2026-04-22 15:01:13] admin/Mason**
> You can write it here: Discounty Review Link
**[2026-04-22 15:01:58] admin/Mason**
> I will now talk to the team to see if we have an estimated time for it or not.
**[2026-04-22 15:07:27] user/Travis Gearhart**
> Sweet, thank you!
**[2026-04-22 15:07:57] admin/Sam [note]**
> [GIF]
**[2026-04-22 15:08:05] admin/Mason [note]**
> 😅
**[2026-04-22 15:08:10] admin/Mason [note]**
> 💙
**[2026-04-22 15:09:05] admin/Mason**
> I have left a message for the team, and as soon as I receive a response from them, I will update you.
**[2026-04-22 15:09:22] admin/Mason**
> Also, dear Travis, since Shopify has been running a new process for validating the reviews, it won't publish it immediately and I can read your review with a 2-3 day delay. Would you please let me know when you submit your review so that I can keep it in mind to read it when it's published?
**[2026-04-22 15:09:23] admin/Mason**
> That would mean a lot to me.😊
**[2026-04-22 15:23:13] user/Travis Gearhart**
> Just submitted the review!
**[2026-04-22 15:23:46] admin/Mason**
> [GIF]
**[2026-04-22 15:23:58] admin/Mason**
> Thanks a million for your kindness!
**[2026-04-22 15:26:17] user/Travis Gearhart**
> Of course! One more question actually. I am seeing that one of the campaigns is showing $30 in revenue but I don't see an order with the offer in the orders tab in Shopify
**[2026-04-22 15:27:03] admin/Sam [note]**
> You got the review and we're left w the questions 😂
**[2026-04-22 15:28:35] admin/Sam**
> Hi Travis,
> This is Sam here from the team. I hope you are doing well.
>
> I'm glad you reached out to us.
**[2026-04-22 15:28:43] user/Travis Gearhart**
> Hello1
**[2026-04-22 15:30:19] admin/Sam**
> Let me check your panel please.
**[2026-04-22 15:30:26] user/Travis Gearhart**
> Okay thank you
**[2026-04-22 15:34:14] admin/Sam**
> I just checked our logs and I can see there are two orders placed that include products from this campaign:
> [Image] Would you please check the order IDs on your panel?
**[2026-04-22 15:40:02] admin/Mason [note_and_unsnooze]**
> NOOOOOO :(( Sam Why do they just keep replying :(( Sorry Sam :((
**[2026-04-22 15:40:26] admin/Mason [note]**
> Why didn't you mention me? :((
**[2026-04-22 15:43:34] admin/Sam [note]**
> Just kidding baba Mason
**[2026-04-22 15:57:27] user/Travis Gearhart**
> Hmm I'm confused. I don't see any new orders in my Shopify
**[2026-04-22 15:59:07] user/Travis Gearhart**
> There is only one new order and they did not use the offer I made in Discounty
**[2026-04-22 16:02:06] user/Travis Gearhart**
> So it's showing revenue of $30 in the campaign for 5ml. So this means anytime someone buys a 5ml fragrance, it will show as revenue in that campaign?
> I'd prefer it only show revenue made from this specific offer
**[2026-04-22 16:02:22] admin/Sam**
> Would you please search the orders by ID and not only look through new ones?
**[2026-04-22 16:03:51] admin/Sam**
> I'm not sure I understand your question. If the product's already in the offer, then the revenue is related to that campaign.
**[2026-04-22 16:03:52] user/Travis Gearhart**
> [Image] That's what I did, and it shows this order
**[2026-04-22 16:04:36] user/Travis Gearhart**
> This customer did not use the Buy 3, Get 1 Free offer but in that offer campaign, it's showing as revenue
**[2026-04-22 16:05:06] user/Travis Gearhart**
> Is there a way that in the campaigns it shows only revenue and orders that used that offer?
**[2026-04-22 16:05:55] admin/Sam**
> I see. Thanks for the clarification.
**[2026-04-22 16:06:53] admin/Sam**
> I understand your point and appreciate your feedback. We're currently working on improving the analytics data and I'll make sure to escalate your feedback to the dev team for consideration.
**[2026-04-22 16:08:40] user/Travis Gearhart**
> Okay sounds good, thank you! Otherwise, we're getting data that is not true at all. We would need to know how much revenue the offer itself has actually made us
**[2026-04-22 16:10:19] admin/Sam**
> Sure. Understood. ✅
**[2026-04-22 16:10:43] user/Travis Gearhart**
> Thank you!
**[2026-04-22 16:10:50] admin/Sam**
> Anytime.
**[2026-04-22 18:10:03] admin/Sam [note]**
> Take some rest Mason :))
**[2026-04-22 18:34:46] admin/Mason [note_and_unsnooze]**
> 🫣
**[2026-04-22 18:35:12] admin/Mason [note]**
> [GIF]
**[2026-04-25 16:10:52] bot/Luna**
> Hey there,
> Just a quick check-in to see if our previous message has reached you? It's been a little while since we've heard from you so we're going to step away and wrap up for now...
> However, we are still here to help - just give us a shout at anytime if you have follow-up questions and we'll go from there.
> In the meantime, have a great day! 👋🏻
**[2026-04-25 16:10:53] bot/Luna**
> [Conversation Rating Request]