Conversation 215474164752394 — DRFT Clothing ⭐⭐⭐⭐⭐
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview
- Merchant: Te Iwingaro Ratana —
teiwingaro.ratana@drftclo.com (personal business email (likely the founder or a named employee))
- Store: we0uzv-fq.myshopify.com · 🌍 Auckland, Auckland, New Zealand
- App: Notify Me!
- Channel: customer_initiated · Language: English
Store profile
- Shopify plan: Basic
- Currency: NZD
- Store created on Shopify: 2025-10-27
App usage — Notify Me!
- Notify Me! plan: Kickstart (MONTHLY)
- Installed on: 2026-05-03 23:14:31 UTC
- Install to conversation start: 5h 48m before this conversation
- Status: ACTIVE
- Total back-in-stock requests received: 0
Summary
The merchant requested access to the Kickstart ($9.99) plan, was confirmed eligible by the support agent, but encountered a technical issue where the plan showed as unavailable in the app. A Jira ticket was raised, the bug was fixed by the tech team, and the merchant was able to proceed with the plan. The merchant expressed satisfaction and agreed to leave a review.
"1000% thank you so much💕"
Timeline
| event |
time (UTC) |
from start |
from handoff |
| Conversation started |
2026-05-04 05:03:04 |
+0s |
— |
| Handed to human (Rick) |
2026-05-04 05:03:41 |
+37s |
+0s |
| First reply to customer |
2026-05-04 05:03:45 |
+41s |
+4s |
| Review requested by Rick |
2026-05-06 02:46:02 |
+1d 21h |
+1d 21h |
| Conversation closed |
2026-05-06 02:55:02 |
+1d 21h |
+1d 21h |
| Review posted ⭐⭐⭐⭐⭐ |
2026-05-06 10:30:09 |
+2d 5h |
+2d 5h |
Issues raised
| # |
Category |
Sub-category |
What was asked |
Resolved |
| 1 |
Account / Access |
Kickstart plan eligibility request |
The merchant requested to be granted access to the Kickstart ($9.99) plan. |
yes |
| 2 |
Technical Bug |
Kickstart plan showing as not available |
After being confirmed eligible, the merchant reported that the Kickstart plan still showed as unavailable in the app. |
yes |
Fin AI
Did not participate.
Review request
- Asked: Yes — +1d 21h after conversation start (+1d 21h after human handoff)
- Requested by: Rick
- Merchant agreed: yes
Review received
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-05-06 10:30:09 UTC
- Time from ask to review publish: +7h 44m
- Time from conversation start to publish: +2d 5h
- Match method:
ok
- Shop name on review: DRFT Clothing
- App listed on review: Notify! Back in Stock|PreOrder
Review text: (empty — merchant only gave a star rating, no written feedback)
Statistics
- Messages: 50 (12 customer, 43 admin)
- Internal notes: 8
- Word count: customer 72, admins 620
- Total handling time (Intercom): +6h 23m
- Reopens: 2
- Assignments: 3
People involved
- Agents who worked on it: 4 (Matin, Nareh, Pearl, Rick)
- Primary assignee: Rick
- Team / Inbox: Chat 2
- Tags: Started by Chat, No Fin involvement, Expected reply time sent, Notify Me - asked for review
- Topics: RS Jira linked, NM - Asked for review, NM - Kickstart eligibility
- Intercom CX Score (AI grading): 5 / 5
- Explanation: The customer experienced a technical issue with accessing the Kickstart plan, which the teammate acknowledged and resolved. The customer expressed strong positive sentiment and appreciation for the support.
Sentiment & Resolution
- Sentiment: very_positive
- Resolution status: resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: - Kickstart pricing plan incorrectly showing as unavailable after shop ID was added to the associated shop group
Full transcript
Click to expand — 50 messages
**[2026-05-04 05:03:04] user/Te Iwingaro Ratana [source]**
> Hi, I’d like to request access to the Kickstart ($9.9) plan. I believe my store meets the eligibility requirements.
**[2026-05-04 05:03:10] bot/Luna**
> Hi there,
> Thanks for reaching out and for your interest in the Kickstart plan!
> We’ll review your store’s details and check your eligibility. Once we’ve done that, we’ll get back to you shortly with an update. 🙌🏻
**[2026-05-04 05:03:11] 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 teiwingaro.ratana@drftclo.com.
**[2026-05-04 05:03:23] user/Te Iwingaro Ratana**
> Thanks
**[2026-05-04 05:03:45] admin/Rick**
> Hi there,
> How are you doing?
> This is Rick from Notify Me Support. 😊 Thanks a lot for your interest in the Kickstart ($9.9) plan.
> Let me quickly check your eligibility and get back to you in just a moment. 🙌
**[2026-05-04 05:04:04] user/Te Iwingaro Ratana**
> Thank you
**[2026-05-04 05:04:17] admin/Rick**
> My pleasure 😇
**[2026-05-04 05:06:52] admin/Rick**
> Thanks for waiting! 🙏
> Good news - your store qualifies for the Kickstart ($9.9) plan! 🎉
>
> You can now open your Pricing page inside the Notify Me app, refresh it, and switch to the Kickstart plan right away.
**[2026-05-04 05:07:10] admin/Rick**
> We’re excited to see your store grow with us and wishing you great success.
>
> Would you please try that and let me know how it goes? 🤗
**[2026-05-04 05:09:13] admin/Rick**
> Are we still connected, my friend?
**[2026-05-04 05:12:01] user/Te Iwingaro Ratana**
> Yes sorry thank you
**[2026-05-04 05:13:06] user/Te Iwingaro Ratana**
> It keeps coming up as not available
**[2026-05-04 05:17:47] admin/Rick**
> Did you perform a hard refresh?
**[2026-05-04 05:17:50] admin/Rick**
> To hard refresh on Google Chrome on Windows, there are two ways you can do it:
> 1. Hold down Ctrl and click the Reload button.
> 2. Or Hold down Ctrl and press F5.
> To do a hard refresh on Google Chrome on Mac, there are two ways that you can do it:
> 1. Hold down Shift and click the Reload button.
> 2. Or Hold down Command, Shift and click the ‘R’ key.
**[2026-05-04 05:20:20] admin/Rick [note]**
> https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474164805811?sidebar_tab=details&view=List
**[2026-05-04 05:20:35] bot/Luna**
> Help Rick understand how they’re doing:
**[2026-05-04 05:20:35] bot/Luna**
> [Conversation Rating Request]
**[2026-05-04 05:23:51] user/Te Iwingaro Ratana [open]**
> Its still not working
**[2026-05-04 05:24:16] admin/Rick**
> Let me check once again 🤔
**[2026-05-04 05:24:40] admin/Rick**
> I'll be back with you in a sec ..
**[2026-05-04 05:31:36] admin/Rick**
> Oh, I see you're still on the welcome page.
**[2026-05-04 05:32:18] admin/Rick**
> Just click on the 'Select free plan' button to skip this page, then you'll enter the app.
>
> After that, under the Plans tab, you'll be able to see the Kickstart plan.
**[2026-05-04 05:32:33] admin/Rick**
> Would you please try that and let me know how it goes? 😊
**[2026-05-04 05:37:32] user/Te Iwingaro Ratana**
> It still says not available
**[2026-05-04 05:38:44] admin/Rick**
> Yes, I see that 🤔 very odd.
> Will be back very shortly ..
**[2026-05-04 05:42:19] admin/Rick [note]**
> @Jira
> 1-Do you need an update in 24 hours : yes
> 2-Issue in your words : I added the shop ID to the associated shop-group, but the Kickstart plan is still unavailable in their store 3-What have you done : 4-Related URL : - 5-Shop Password : -
**[2026-05-04 05:42:37] admin/Nareh [note]**
> 🔗 Jira ticket created
> Jira link: https://partnerz.atlassian.net/browse/RS-6239
> Please Link the Jira ticket to the conversation.
> The SLA for this issue is 24 hours in business days.
**[2026-05-04 05:43:15] admin/Matin [note]**
> 🔗 Support Team linked RS-6239: Kickstart pricing plan shows as not available Jira · partnerz.atlassian.net
**[2026-05-04 05:44:31] admin/Rick**
> OK, seems like there's a slight technical issue with this. I reported it to the tech team, and we'll get this sorted out soon.
>
> I'll let you know once the plan is available to your account, and you'll be notified via email if you're not online here to see my message 🙏🏻
> Sounds good?
**[2026-05-04 05:45:05] user/Te Iwingaro Ratana**
> Thats 100% okay thank you so much
**[2026-05-04 05:45:21] admin/Rick**
> My absolute pleasure, my friend 😇 You're more than welcome!
**[2026-05-04 05:45:29] admin/Rick**
> We'll be in touch 🫶🏻
**[2026-05-04 09:01:32] admin/Matin [note_and_unsnooze]**
> ⬆️ Nareh changed the status to CCE Check-in on RS-6239: Kickstart pricing plan shows as not available Jira · partnerz.atlassian.net
**[2026-05-04 09:03:35] admin/Matin [note]**
> 💬️ Nareh commented Hi CJ , any chance this has been caused due to recent changes in our pricing section ? Shop ID : 87497 [Image] on RS-6239: Kickstart pricing plan shows as not available Jira · partnerz.atlassian.net
**[2026-05-04 09:03:36] admin/Matin [note]**
> ⬆️ Nareh changed the status to Product/Tech Check-in on RS-6239: Kickstart pricing plan shows as not available Jira · partnerz.atlassian.net
**[2026-05-04 10:03:15] admin/Matin [note]**
> ⬆️ CJ changed the status to QA PASSED on RS-6239: Kickstart pricing plan shows as not available Jira · partnerz.atlassian.net
**[2026-05-04 10:03:54] admin/Matin [note]**
> 💬️ CJ commented It is fixed now! Sorry for the bug! on RS-6239: Kickstart pricing plan shows as not available Jira · partnerz.atlassian.net
**[2026-05-05 03:42:00] admin/Rick**
> Hi there!
> Rick here from the NotifyMe team 🙋🏻♂️ Hope you're having a great day!
>
> I just wanted to let you know that the issue we discussed earlier about the Kickstart plan not being selectable in the app is now fully resolved ✅
> Would you please try that and let me know how it goes?
> [Image]
> Looking forward to your response,
**[2026-05-06 01:29:52] user/Te Iwingaro Ratana**
> Awesome appreciate you thank you so much
**[2026-05-06 01:36:57] 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.
**[2026-05-06 01:37:14] user/Te Iwingaro Ratana**
> I can wait
**[2026-05-06 01:37:16] bot/Luna**
> Got it! We will reply here as soon as possible. Thanks for being patient with us. 🙌🏻
**[2026-05-06 01:37:16] bot/Luna [note]**
> Please snooze the ticket for the assignee.
**[2026-05-06 02:45:37] admin/Rick**
> Sorry for not getting back to you sooner,
> I have been out of the office until now.
>
> My absolute pleasure, my friend 😇 You're more than welcome! Is there anything else I can assist you with at the moment?
>
> Also, if nothing else for now, can I ask for a little favor? 🥹 I promise it'll just take less than a minute of your time.
**[2026-05-06 02:46:02] admin/Rick**
> If you were satisfied with the service we're providing here, Would you mind writing a review for us? It will only take 2 tics. We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. And also it'll really make my day! ✨🥹
>
> You can leave a review on Shopify in seconds via the link below: Notify me! | Review Link Of course, if you want to do that.
**[2026-05-06 02:46:12] user/Te Iwingaro Ratana**
> No your awesome thank you and sure will
**[2026-05-06 02:46:35] admin/Rick**
> Wow! I appreciate your kindness, my friend 😍 Can't wait to read your kind words.
**[2026-05-06 02:51:39] 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 great day! 🫶🏻
> [GIF]
**[2026-05-06 02:54:10] user/Te Iwingaro Ratana [open]**
> 1000% thank you so much💕
**[2026-05-06 02:54:39] admin/Rick**
> [GIF]