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Conversation 215474151584970 — Cosmic Polish ⭐⭐⭐⭐⭐

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

Overview

  • Merchant: Bethany Whitters — bethany.whitters@gmail.com (personal address on a free email provider)
  • Store: qema1b-r6.myshopify.com · 🌍 Melbourne, Victoria, Australia
  • App: Notify Me!
  • Channel: customer_initiated · Language: English

Store profile

  • Shopify plan: Basic
  • Currency: USD
  • Store created on Shopify: 2026-04-09
  • Public review score (StoreLeads): 5.0 (7 reviews)

App usage — Notify Me!

  • Notify Me! plan: Standard (MONTHLY)
  • Installed on: 2026-05-02 10:43:18 UTC
  • Install to conversation start: 29 minutes before this conversation
  • Status: ACTIVE
  • Total back-in-stock requests received: 0
  • Wishlist items count: 2

Summary

Bethany initially uninstalled the app because upgrading to the Rocket plan just to show preorders on the homepage was too expensive. Agent Mason offered to enable homepage preorder visibility on the Standard plan, which brought her back. The conversation then covered several follow-up issues including a quick-view modal missing the availability date, wishlist-to-cart items not carrying preorder tags (intermittent bug), a feature request for importing wishlists from another plugin, and a question about preorder compatibility with Shopify bundles (confirmed incompatible due to a Shopify selling plan limitation).

"I was happy with standard for the includsions it was just needing to go up to Rocket just for the home page addition that got me to uninstall."

Timeline

event time (UTC) from start from handoff
Conversation started 2026-05-02 11:12:46 +0s —
Handed to human (Mason) 2026-05-02 11:12:48 +2s +0s
First reply to customer 2026-05-03 05:58:06 +18h 45m +18h 45m
Review requested by Mason 2026-05-06 11:33:15 +4d 0h +4d 0h
Conversation closed 2026-05-14 12:12:11 +12d 0h +12d 0h
Review posted ⭐⭐⭐⭐⭐ 2026-05-06 18:17:34 +4d 7h +4d 7h

Issues raised

# Category Sub-category What was asked Resolved
1 Billing Plan downgrade / feature unlock Merchant wanted homepage and collections preorder visibility without upgrading to the Rocket plan. yes
2 Technical Bug Availability date missing in quick view Merchant noticed the preorder availability date did not display in the quick view modal. partial
3 Technical Bug Wishlist add-to-cart bypasses preorder tags Merchant reported that items added to cart from the wishlist inconsistently skip preorder setup. partial
4 How-To / Setup Wishlist persistence and account storage Merchant asked whether the wishlist is saved to customer accounts or just session/local storage. yes
5 Feature Request Wishlist import from another plugin Merchant asked whether she could import thousands of saved wishlist items from a competing app. no
6 Feature Request Wishlist header icon placement Merchant asked when the wishlist would be available as a header icon. yes
7 Integration Preorder compatibility with Shopify bundles Merchant asked whether preorders work with Shopify bundles or a compatible bundle app. partial

Fin AI

Did not participate.

Review request

  • Asked: Yes — +4d 0h after conversation start (+4d 0h after human handoff)
  • Requested by: Mason
  • Merchant agreed: yes

Review received

⭐⭐⭐⭐⭐ 5 / 5

  • Posted: 2026-05-06 18:17:34 UTC
  • Time from ask to review publish: +6h 44m
  • Time from conversation start to publish: +4d 7h
  • Match method: fuzzy_via_company_substring
  • Shop name on review: Cosmic Polish U.S.A.
  • App listed on review: Notify! Back in Stock|PreOrder

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

Statistics

  • Messages: 111 (45 customer, 71 admin)
  • Internal notes: 7
  • Word count: customer 1078, admins 1564
  • Total handling time (Intercom): +18h 25m
  • Reopens: 5
  • Assignments: 2

People involved

  • Agents who worked on it: 5 (Mason, Melissa, Miles, Mo Ramez, Sam)
  • Primary assignee: Mason
  • Team / Inbox: Chat

Tags & Topics

  • Tags: password-protected-store, Started by Proactive, Uninstall Feedback Requested, Notify Me - asked for review, Expected reply time sent, Automate Snoozing Started, Automate Snoozing End
  • Topics: Feature request, NM - Asked for review, NM - New Installation - Proactive, password-protected

Intercom-side signals

  • Intercom CX Score (AI grading): 5 / 5
  • Explanation: The customer initially uninstalled the app due to pricing but was helped by the teammate to reinstate needed features on a lower plan. The teammate provided high-quality support, addressing product limitations and feature requests, while the customer actively engaged and appreciated the assistance.

Sentiment & Resolution

  • Sentiment: positive
  • Resolution status: partially_resolved
  • Refund discussed: no
  • Competitors mentioned: —
  • External blockers: - Availability date not displaying in quick view modal (known visual limitation, fix pending)
  • Wishlist add-to-cart items inconsistently bypass preorder tags (bug under investigation)
  • Preorder incompatible with Shopify bundles due to Shopify's single selling plan restriction
  • No wishlist import functionality from third-party plugins

Full transcript

Click to expand — 111 messages **[2026-05-02 11:12:46] user/Bethany Whitters [source]** > I just installed Notify Me **[2026-05-02 11:12:48] admin/Mo Ramez [note]** > shopify_domain: qema1b-r6.myshopify.com > app_embed_is_activated: True > back_in_stock_is_activated: True > pre_order_is_activated: True > low_stock_is_activated: False > wishlist_is_activated: True **[2026-05-02 11:12:52] admin/Miles [note]** > 🔒 This store is password-protected **[2026-05-02 11:13:13] bot/Luna** > Hi there, > Welcome to Notify Me! We were about to check your widget setup, to make sure it's working perfectly, 🔍 but it looks like your shop is password-protected. Could you please share the password and let me know if you want to talk to the team? You can change it afterward for privacy. 🔐 **[2026-05-03 01:38:08] user/Bethany Whitters [open]** > Hi Luna! Yes sure **[2026-05-03 01:38:10] bot/Luna** > Is it password? **[2026-05-03 01:38:41] user/Bethany Whitters** > Yes **[2026-05-03 01:38:42] bot/Luna** > Sure, I'll get one of our team members for you. **[2026-05-03 01:38:43] bot/Luna [channel_and_reply_time_expectation]** > We'll be back online in 3 hours You'll get replies here and to bethany.whitters@gmail.com. **[2026-05-03 01:38:46] user/Bethany Whitters** > aiskia **[2026-05-03 05:58:06] admin/Mason** > Hi Bethany, > I hope you're doing well. > This is Mason from the Customer Care Team. **[2026-05-03 05:58:28] admin/Mason** > While I was about to check out your shop, sadly I discovered that you had uninstalled the app. 😥 > We'd love to know why so that we can continue to improve our services. Could you please provide us with some feedback about your experience with our app? > Can we do anything to bring you back? > > Looking forward to your response. > Best wishes, **[2026-05-03 06:01:10] bot/Luna** > Help Mason understand how they’re doing: **[2026-05-03 06:01:11] bot/Luna** > [Conversation Rating Request] **[2026-05-03 06:58:11] user/Bethany Whitters [open]** > Hi Mason, > Oh yes sorry about that, it just ended up too expensive to get all the preorder features I wanted so I just went with a dedicated preorder plugin which is about half the price (I needed to upgrade to the rocket plan I think it was called to get preorders showing on the home page). > Thanks though! > Bethany **[2026-05-03 09:16:29] admin/Mason** > Hey Bethany, > Thanks a lot for getting back to me, really appreciate you taking the time 😊 > I’m glad to hear you found an app that fits what you needed, that’s the most important thing at the end of the day. That said, if there’s ever a chance for us to have you back, I’d be more than happy to help with a solid offer on any plan you prefer. Even if it’s just the homepage preorder feature you needed, I can look into enabling that for you on lower plans like Starter as well. > Either way, thanks again for your kind reply, and wishing you all the best with your store and business 🚀 **[2026-05-04 20:20:43] user/Bethany Whitters [open]** > Hi Mason, ​ > Thanks for the offer to look at the plan, I really appreciate that! I just need preorder available on collections and the homepage (anywhere you can see/buy a product really), I'd be more than happy to go to Standard if I could get that included! I was happy with standard for the includsions it was just needing to go up to Rocket just for the home page addition that got me to uninstall. Let me know and I'll switch back :) > Thanks again, > Bethany **[2026-05-05 09:34:02] admin/Mason** > Hi Bethany, > That’s absolutely perfect, thanks for explaining! > I’d be more than happy to make that work for you 😊 I totally understand that upgrading just for the homepage visibility doesn’t feel right, so I’ll gladly enable the preorder visibility on collections and the homepage for you on the Standard plan. > I’d really love to have you back with us, so feel free to reinstall the app whenever you’re ready, and just let me know here. I’ll personally take care of setting everything up for you right away. > Looking forward to having you back! 🚀 **[2026-05-05 09:34:10] admin/Mason [note]** > Mason **[2026-05-05 12:19:56] user/Bethany Whitters** > Awesome, thank you so much Mason! I've signed back up now on the Standard plan trial - let me know if there's anything else you need on my end! > Thanks again, > Bethany **[2026-05-05 14:13:06] admin/Melissa [note]** > done **[2026-05-05 14:14:03] admin/Mason [note]** > Melissa thanks dear 💕 **[2026-05-05 14:19:27] admin/Mason** > Hey Bethany, > Amazing, thanks for jumping back in so quickly 😊 > I’ve just enabled the preorder visibility for homepage on your Standard plan, so you should now be able to see it directly in your admin panel and turn it on whenever you want. > Please feel free to take a look and test everything out. If anything feels off or you have any questions or even just want me to double check something for you, just message me here and I’ll sort it out with you right away 👍 > Happy to have you back with us! **[2026-05-06 06:29:47] admin/Mason** > Hey Bethany, > Just wanted to check in real quick 😊 did you get a chance to take a look at the preorder setup? > Everything should be up and running on your side now, but I’d love to hear how it looks for you and if everything’s working the way you expected. > If there’s anything at all you’d like me to tweak or double check, just let me know, I’ve got you☺️ **[2026-05-06 07:11:17] user/Bethany Whitters** > Hi Mason! Thanks so much for arranging this for me - I have been absolutely smashed (busy) today so hadn't had a chance yet but I'm just taking a look now, thank you! **[2026-05-06 07:21:29] user/Bethany Whitters** > Hi! I might be missing where I actually add the products to the preorder, I can't see anything on the settings or the customization page - in the help docs I saw it mention that they have to have 'continue selling when out of stock' enabled so have enabled that now - is that what determines if they are enabled for preorder or is there somewhere else I make a list (in the other app you create a new preorder list and add products to it). everything is now just showing up as 'add to cart' though so if you could help me turn on the preorder that would be great thanks! **[2026-05-06 07:22:12] user/Bethany Whitters** > oh never mind, I can see it now - either I'm half asleep or it wasn't showing earlier, ignore my last message! **[2026-05-06 07:26:04] user/Bethany Whitters** > [Image] Hi again! Sorry haha, I just went to test it out and it's working great - it's even showing up in my quick view modal which I wasn't expecting (I was planning to turn quick view off during the preorder if it didn't work), however I have noticed that the product I added from the quick view doesn't have the date attached like the others do, see screenshot. If a purchase like that went through would it be safe to assume they would all be preordered not actually ordered? I'm in the process of setting up a warehouse so just want to make sure no orders come through as partial or they might get half fulfilled which I don't want yet **[2026-05-06 07:26:53] user/Bethany Whitters** > and if there's anything I can change in my quick view let me know, it's just a code change I made with some extra javascript so am happy to add any extra code or html elements or anything to make it work! **[2026-05-06 09:31:27] admin/Mason** > Hi there. **[2026-05-06 09:31:28] admin/Mason** > Sorry for the delay. I was out of the office when you replied. **[2026-05-06 09:31:38] user/Bethany Whitters** > No worries at all! **[2026-05-06 09:31:44] admin/Mason** > Let me take a look at your messages, I will get back to you soon. **[2026-05-06 09:31:55] user/Bethany Whitters** > No rush 😊 **[2026-05-06 09:32:02] admin/Mason** > ☺️ **[2026-05-06 09:32:08] admin/Mason** > Thanks **[2026-05-06 09:33:37] user/Bethany Whitters** > here's the store password if you need it! aiskia **[2026-05-06 09:34:23] admin/Mason** > Oh, thank you very much, yes I needed it, much appreciated **[2026-05-06 09:58:54] admin/Mason** > I’ve confirmed that the buttons are working correctly and the functions are properly set. However, I will check with the team about the Availability date not showing and get back to you shortly. **[2026-05-06 09:58:55] admin/Mason** > Does that sound good to you? **[2026-05-06 11:12:13] user/Bethany Whitters** > amazing thank you! **[2026-05-06 11:13:00] admin/Mason** > Hey Bethany, > I checked this with our team and everything is working as expected, products are being added as preorder without any issues **[2026-05-06 11:14:13] admin/Mason** > The only thing to note is a small visual limitation in the quick view section regarding the availability date text, which may not display perfectly at the moment. Our team already has this on the list and it will be improved soon. **[2026-05-06 11:22:49] admin/Mason [note]** > If she replies, please let me know on Discord. **[2026-05-06 11:30:21] user/Bethany Whitters** > ok no worries! If there's anything I can do on my end in the code let me know, I'm a developer :) **[2026-05-06 11:31:55] admin/Mason** > Oh that’s awesome to hear! 😊 **[2026-05-06 11:32:08] admin/Mason** > In this case, there’s nothing needed on your end, it’s fully on our side and the team just needs to handle the fix. So no worries at all, everything else is working as expected 👍 **[2026-05-06 11:32:13] admin/Mason** > Really appreciate you offering though! **[2026-05-06 11:32:31] user/Bethany Whitters** > no worries! Thanks so much again for all your help! 😊 **[2026-05-06 11:32:55] admin/Mason** > You're most welcome, it is extremely my pleasure. **[2026-05-06 11:33:15] admin/Mason** > Also if nothing else for now, 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! 🍒😍 **[2026-05-06 11:33:20] admin/Mason** > [GIF] **[2026-05-06 11:33:23] admin/Mason [note]** > You can write it here: ​​Notify me! | Review Link **[2026-05-06 11:36:16] user/Bethany Whitters** > yes sure! I did just maybe find something else you can help me with haha, with the wishlist does it remember on their customer accounts or is it just a session / local storage memory? **[2026-05-06 11:36:31] user/Bethany Whitters** > I know a lot of my customers keep wishlists for months and months saved to their accounts so just need to check **[2026-05-06 11:37:04] user/Bethany Whitters** > Or do I have to make it for logged in customers only to do that? **[2026-05-06 11:38:03] admin/Mason** > The way the Wishlist is saved depends on whether the customer is logged in or browsing as a guest: > - For logged-in customers, the Wishlist is saved to their customer account. This means it will remain available even if they log in from a different device or browser, as it is tied to their account rather than just their current session or device. > - For guest users (not logged in), the Wishlist is saved locally in the browser and device they are using. No account or email is required, and the Wishlist will reappear when they return to the store using the same device and browser. However, if they clear their browser data or switch devices, the Wishlist will not follow them. > - If a guest user later logs in or creates an account, their guest Wishlist is automatically merged with their account Wishlist, so no saved products are lost. > In summary: > > - Logged-in = Wishlist saved to account (persistent across devices) > - Guest = Wishlist saved locally (session/device-specific) **[2026-05-06 11:38:29] admin/Mason** > Thanks sooo much! You can write it here: ​​Notify me! | Review Link **[2026-05-06 11:38:43] user/Bethany Whitters** > perfect! Already done haha **[2026-05-06 11:38:58] user/Bethany Whitters** > [Image] **[2026-05-06 11:39:16] admin/Mason** > [GIF] **[2026-05-06 11:39:35] admin/Mason** > Thank you so much for your kindness. **[2026-05-06 11:41:33] user/Bethany Whitters** > [GIF] **[2026-05-06 11:41:46] admin/Mason** > 😊 **[2026-05-06 11:42:00] admin/Mason** > Is there anything else I can assist you with? **[2026-05-06 11:42:24] user/Bethany Whitters** > no that's all perfect thank you! **[2026-05-06 11:43:03] user/Bethany Whitters** > ooh I just saw I can notify myself of low inventory **[2026-05-06 11:43:32] user/Bethany Whitters** > I might use this on my aussie website too - do you know when the wishlist will be available as a header icon? Or maybe I'll just try and code it up myself **[2026-05-06 11:43:42] user/Bethany Whitters** > and can I import a wishlist from another plugin? **[2026-05-06 11:44:02] user/Bethany Whitters** > I have thousands of saved wishlist items from customers on there so would need to import **[2026-05-06 11:47:11] admin/Mason** > Thank you for sharing your needs with us. Unfortunately, we can't offer this feature right now. > However, I see how it could benefit your business, and I'll pass your request on to our product development team for future consideration. > > I made a feature request for you on our Featurebase board so that other people can vote on it too. > [App: Featurebase] > > I'm going to make sure that we reach out to you as soon as this feature goes live. **[2026-05-06 11:47:27] admin/Mason** > Regarding the placement of the wishlist icon in the header, I would be happy to set it up for you from our side. It may take a little time, but I can have it done by tomorrow at the latest. Does that work for you? **[2026-05-06 11:59:09] admin/Mason** > Actually, I just did it now, could you please take some time to have a look at it? **[2026-05-06 12:00:40] user/Bethany Whitters** > [Image] oh wow thank you so much! It's a little off centre but I can play with the css and fix it! thank you! **[2026-05-06 12:01:17] user/Bethany Whitters** > and yes that would be great with the import feature, definitely let me know if it does go live! My australian site is my main business so I'd definitely also be on standard or maybe Rocket plan, I have a lot of customers here :) **[2026-05-06 12:05:15] admin/Mason** > Haha love it, sounds like you’ve got it under control 😄 feel free to tweak the CSS as you like. But if you want me to adjust anything from our side or take a closer look, just let me know and I’ll happily jump in. **[2026-05-06 12:05:28] admin/Mason** > And for the import feature, I’ve passed it along to the team. They’ll definitely review it, and as soon as it goes live, I’ll make sure to let you know right away. **[2026-05-06 12:05:44] user/Bethany Whitters** > thank you! Have a great night! Or day if it's where you are :) **[2026-05-06 12:06:09] admin/Mason** > Thanks so much! Have a good one :) **[2026-05-06 12:06:23] admin/Mason** > For now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off. I'm here to set you up for success in your account, so please don’t hesitate to direct all of your questions my way. **[2026-05-06 12:06:31] admin/Mason** > [GIF] **[2026-05-06 12:23:12] user/Bethany Whitters [open]** > Hi! I'm sorry to bother you again! I just found a little issue though, with the wishlist the items say 'add to cart' and 'add all to cart' and they come through without the preorder tags attached **[2026-05-06 12:23:26] user/Bethany Whitters** > I can turn off the wishlist while I'm doing the preorder but it would be really cool to have both **[2026-05-06 12:27:00] admin/Mason** > Oh that’s a really good catch, thanks for flagging it. **[2026-05-06 12:27:03] admin/Mason** > You’re right, at the moment the wishlist and preorder system aren’t fully integrated, so items added to cart from the wishlist won’t carry over the preorder setup. **[2026-05-06 12:27:16] admin/Mason** > That said, this is a great use case and I’ll definitely pass it along to the team for review. It makes total sense to have both working seamlessly together. **[2026-05-06 12:27:58] user/Bethany Whitters** > ahh ok, I was going to say because sometimes it works! I can't figure out why it sometimes does and sometimes doesn't **[2026-05-06 12:28:02] user/Bethany Whitters** > [Image] **[2026-05-06 12:28:44] user/Bethany Whitters** > maybe it's a timing issue, I thought it was because I was adding them from an incognito window but then one of them worked so I'm not sure - but it's very inconsistent. I'll just turn off the wishlist during the preorder but yes please if they can fix it that'd be awesome! **[2026-05-06 12:30:22] admin/Mason** > Oh that is a bit strange. > I’ll share this with the team so they can properly investigate and see what’s causing it. It might be a timing or state-related issue like you mentioned, but we’ll dig into it from our side. **[2026-05-06 12:30:26] user/Bethany Whitters** > (all of those in that picture were added from the wishlist so it does work sometimes!) **[2026-05-06 12:30:28] user/Bethany Whitters** > thanks! **[2026-05-06 13:29:26] admin/Mason** > Got it, thanks for sharing that! 🙏 **[2026-05-06 13:29:27] admin/Mason** > I checked in with the team and they’re already aware of this behavior and currently investigating it. It’s on their radar, so once it’s fixed or we have a clear update, I’ll make sure to let you know right away 👍 **[2026-05-09 13:30:10] 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! 👋🏻 **[2026-05-09 13:30:11] bot/Luna** > [Conversation Rating Request] **[2026-05-09 13:34:44] user/Bethany Whitters [open]** > hi yes I got it thanks! Will be waiting to hear, I'd love to use the wishlist in the preorder sale but have to have it off for now :) **[2026-05-09 13:35:25] user/Bethany Whitters** > I do have another question! Does the preorder work with shopify bundles? so just a standard bundle product that then adds all the internal products separately to the order **[2026-05-09 13:36:22] user/Bethany Whitters** > or I'm happy to use another bundle app if you have one that's compatible if Shopify bundles isn't **[2026-05-09 13:41:48] 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. **[2026-05-09 13:42:01] user/Bethany Whitters** > I can wait **[2026-05-09 13:42:01] bot/Luna** > Got it! We will reply here as soon as possible. ​ Thanks for being patient with us. 🙌🏻 **[2026-05-09 13:42:02] bot/Luna [note]** > Please snooze the ticket for the assignee. **[2026-05-09 16:21:57] admin/Mason** > Hi there. > Hope you are doing well. > > Pre-orders do not work with Shopify bundles. Shopify bundles are not compatible with pre-orders, subscriptions, or try-before-you-buy options because pre-orders require Shopify selling plans, which are not supported by bundle products. This means you cannot set up pre-orders for standard bundle products, even if the bundle simply adds all internal products separately to the order. Attempting to pre-order a bundle will result in an error, as pre-order plans and bundles do not work together. > Why Pre-Orders Don’t Work with Shopify Bundles > > [Image] Article **[2026-05-10 14:31:31] user/Bethany Whitters** > is there any other bundle app it works with? how do other stores handle preorders when they want to sell bundles, a bundle is a big part of a launch usuallly :) **[2026-05-10 14:31:39] user/Bethany Whitters** > I'm happy to use any other app! **[2026-05-10 14:38:35] 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. **[2026-05-11 12:12:01] admin/Mason** > Hey Bethany, > That’s a really good question honestly, and you’re spot on with how you’re thinking about it. > So just to clarify a bit more, this is actually a Shopify limitation rather than something on our side. Most bundle apps use Shopify’s selling plans to build the bundle, and we also use a selling plan for preorders. > The catch is that Shopify only allows one selling plan per product, so when both try to apply one, they end up conflicting with each other, which is why they don’t work together right now. > That said, there might be bundle apps that don’t rely on selling plans (some handle bundles in other ways). If you find one like that, it could potentially work fine alongside preorders. **[2026-05-11 12:12:08] admin/Mason** > I just don’t want to point you to a specific app without being sure, but if you do come across one, feel free to send it over and I’ll happily take a look with you. **[2026-05-14 12:12:11] 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! 👋🏻 **[2026-05-14 12:12:12] bot/Luna** > [Conversation Rating Request]