Conversation 215474302226902 — iFlight Europe ⭐⭐⭐⭐⭐
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview
- Merchant: Patrick Klimek —
service@iflight-rc.eu (team mailbox (service@… — a shared inbox, not a single person))
- Store: iflight-rc-europe.myshopify.com · 🌍 Vienna, State of Vienna, Austria
- App: Notify Me!
- Channel: customer_initiated · Language: English
Store profile
- Shopify plan: Advanced
- Currency: EUR
- Store created on Shopify: 2022-12-16
- Public review score (StoreLeads): 3.8 (5 reviews)
App usage — Notify Me!
- Notify Me! plan: Standard (MONTHLY)
- Installed on: 2024-07-31 21:34:15 UTC
- Install to conversation start: 1y 9mo before this conversation
- Status: ACTIVE
- Total back-in-stock requests received: 829
- Wishlist items count: 1
Summary
Merchant Patrick Klimek contacted support about pre-order translation issues, where non-English store languages were displaying generic text instead of the configured availability dates and timeframes. He objected to the $499 USD cost for translations and requested a free workaround. Agent Nilou resolved the issue from the backend at no extra charge by applying the correct translation content across all languages, and the merchant confirmed both 'Available on a Specific Date' and 'Available on a Timeframe' features were working correctly.
"if translations are so expensive, then please leave the option for english only"
Timeline
| event |
time (UTC) |
from start |
from handoff |
| Conversation started |
2026-05-14 12:40:11 |
+0s |
— |
| Handed to human (Nilou) |
2026-05-14 12:53:02 |
+12m 51s |
+0s |
| First reply to customer |
2026-05-14 12:53:02 |
+12m 51s |
+0s |
| Review requested by Nilou |
2026-05-14 13:16:20 |
+36m 9s |
+23m 18s |
| Conversation closed |
2026-05-14 13:31:16 |
+51m 5s |
+38m 14s |
| Review posted ⭐⭐⭐⭐⭐ |
2026-05-14 18:21:53 |
+5h 41m |
+5h 28m |
Issues raised
| # |
Category |
Sub-category |
What was asked |
Resolved |
| 1 |
Technical Bug |
Pre-order translations showing generic text in non-English languages |
The merchant reported that pre-order availability text (specific date and timeframe options) displayed correctly in English but reverted to generic text in other languages. |
yes |
| 2 |
Billing |
Translation feature cost |
The merchant complained that the $499 USD cost for translations is excessive and asked for a free alternative. |
yes |
Fin AI
- Participated: Yes
- Source workflow: All Apps - Chat - Let Fin answer first
- Intercom's resolution state: Escalated
- What Fin did: Luna gathered initial context about the translation pricing complaint, attempted to collect more details, classified the issue as an Annual plan question, and escalated to a human agent after the merchant repeatedly requested one.
Review request
- Asked: Yes — +36m 9s after conversation start (+23m 18s after human handoff)
- Requested by: Nilou
- Merchant agreed: yes
Review received
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-05-14 18:21:53 UTC
- Time from ask to review publish: +5h 5m
- Time from conversation start to publish: +5h 41m
- Match method:
ok
- Shop name on review: iFlight Europe
- App listed on review: Notify! Back in Stock|PreOrder
Review text:
Awesome Support!
Statistics
- Messages: 54 (26 customer, 21 admin)
- Internal notes: 0
- Word count: customer 197, admins 449
- Total handling time (Intercom): +43m 16s
- Reopens: 0
- Assignments: 4
- SLA: Paid Chats First 5min — ❌ missed
People involved
- Agents who worked on it: 1 (Nilou)
- Primary assignee: Nilou
- Team / Inbox: Chat 1
- Tags: Started by Chat, Expected reply time sent
- Topics: NM - Asked for review
- In-chat rating widget: 5 / 5
- Remark: "Nice help"
Sentiment & Resolution
- Sentiment: positive
- Resolution status: resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: - Non-English store translations for pre-order availability features (specific date and timeframe) not reflecting configured values, requiring a manual backend fix rather than a self-serve solution
Full transcript
Click to expand — 54 messages
**[2026-05-14 12:40:11] user/Patrick Klimek [source]**
> hi there
**[2026-05-14 12:40:24] bot/Luna**
> Hi there! I'm Luna, your AI assistant here at Notify Me! How can I help you today?
**[2026-05-14 12:40:39] user/Patrick Klimek**
> I still have this issue with the translations of your pre-order feature
**[2026-05-14 12:40:54] user/Patrick Klimek**
> 499 USD is excessive just for translations
**[2026-05-14 12:40:56] user/Patrick Klimek**
> human
**[2026-05-14 12:41:01] bot/Luna**
> I understand the pricing for translations might feel high! Would you like me to connect you with a human agent? Or if you want, you can share more details about your concerns, and I’ll do my best to assist you.
**[2026-05-14 12:41:11] user/Patrick Klimek**
> human
**[2026-05-14 12:41:17] bot/Luna**
> I'll connect you with someone from our team right away! Meanwhile, could you please share more details about your concerns with the pre-order translations? This will help them assist you more effectively.
**[2026-05-14 12:41:50] bot/Luna**
> I've assigned you to the team. ✋🏻
> We will get back to you as soon as possible.
**[2026-05-14 12:41:51] 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 service@iflight-rc.eu.
**[2026-05-14 12:41:52] bot/Luna [note]**
> Luna classified this as an Annual plan issue or question. If you think the topic was detected incorrectly and it is not actually about migration or the annual plan, please mention Melissa in the conversation so they can review it.
**[2026-05-14 12:41:55] bot/Luna [conversation_summary]**
> Question The customer contacted us to complain about the $499 USD cost for translations related to the pre-order feature, which they consider excessive. Summary • Customer complains about the $499 USD cost for translations related to the pre-order feature, calling it excessive.
> • Bot offers to connect the customer with a human agent and requests more details about the issue.
> • Customer insists on speaking with a human; bot confirms connection to the team and asks for additional information to assist.
> • Bot informs the customer that the team will respond within a few hours via this chat and email (service@iflight-rc.eu).
**[2026-05-14 12:42:51] user/Patrick Klimek**
> I only want the english translation to be displayed, otherwise I can't use the Availability features like "available on a specific date" and "available on a timeframe"
**[2026-05-14 12:53:02] admin/Nilou**
> Hi Patrick, This is Nilou here from the team. Hope you're having a great day/night😊 Thank you for reaching out
**[2026-05-14 12:53:46] admin/Nilou**
> No worries at all! I'll take care of this for you with no extra charges Would you just please confirm which section you need to change the content of?
**[2026-05-14 12:54:20] user/Patrick Klimek**
> [Image] look in english it pulls the defined values
**[2026-05-14 12:54:46] user/Patrick Klimek**
> [Image] but as soon as it is another language, it just becomes a generic text
**[2026-05-14 12:55:01] user/Patrick Klimek**
> if translations are so expensive, then please leave the option for english only
**[2026-05-14 12:55:19] user/Patrick Klimek**
> otherwise I can't even use the features cause my store is translated
**[2026-05-14 12:56:36] admin/Nilou**
> I understand Let me look into a workaround for your from the backend that won't need any plan changes for you I'll be back in about 15 minutes thank you for your patience
**[2026-05-14 12:56:54] user/Patrick Klimek**
> Thank you :)
**[2026-05-14 13:08:59] admin/Nilou**
> Could you please check the German site now?
**[2026-05-14 13:09:18] admin/Nilou**
> If it's resolved I'll apply the same fix to all other available languages
**[2026-05-14 13:09:42] user/Patrick Klimek**
> that worked
**[2026-05-14 13:09:56] user/Patrick Klimek**
> this would be great if I had that for all languages
**[2026-05-14 13:10:12] user/Patrick Klimek**
> so I can use the dates for all future pre-order products?
**[2026-05-14 13:11:45] admin/Nilou**
> Awesome! I'll change them all now This should take about 15 more mins
**[2026-05-14 13:12:13] admin/Nilou**
> Yes! The Date is dynamic so if you update it on the offer, it will also change on the front store
**[2026-05-14 13:12:28] user/Patrick Klimek**
> thanks a lot
**[2026-05-14 13:12:36] user/Patrick Klimek**
> finally thats solved
**[2026-05-14 13:13:10] admin/Nilou**
> You're absolutely welcome! ^-^ We're always here for you
**[2026-05-14 13:13:28] admin/Nilou**
> While I adjust all the languages, is it ok if I ask you for a small favor?
**[2026-05-14 13:16:20] admin/Nilou**
> I was wondering if you feel I’ve provided you with 5-star service,
> would you mind leaving us a quick review? As a startup team that works hard to delight our customers, your review would go a long way for us. And if you happen to mention my name, it would totally make my day😍 of course, only if you’d like. You can write it here: Notify me! | Review Link
**[2026-05-14 13:18:39] admin/Nilou**
> ✅All done🙌 All these languages have been updated
> [Image]
**[2026-05-14 13:18:55] user/Patrick Klimek**
> Thanks so much
**[2026-05-14 13:19:22] admin/Nilou**
> You're most welcome ^-^ All set for now?
**[2026-05-14 13:19:54] admin/Nilou**
> Also, if it's not too much trouble, I would absolutely be grateful if you could consider the favor I asked before; These reviews have a huge impact on our business, and this would mean the world! 🥹
> You can leave a review on Shopify in seconds via the link below: Notify me! | Review Link Of course, it's totally optional and only if you feel like it
**[2026-05-14 13:21:15] user/Patrick Klimek**
> sent
**[2026-05-14 13:21:45] admin/Nilou**
> Thank you very much! I really appreciate that😍🙏 May I ask if I should expect a 5-star one?
**[2026-05-14 13:22:54] user/Patrick Klimek**
> but wait
**[2026-05-14 13:22:59] user/Patrick Klimek**
> I think we made a mistake
**[2026-05-14 13:23:08] user/Patrick Klimek**
> this counter is counting up? like after purchase?
**[2026-05-14 13:23:26] user/Patrick Klimek**
> for example today 3 days is tomorrow 3 days again?
**[2026-05-14 13:23:44] user/Patrick Klimek**
> so if I use the "Available on a Specific Date" option, is the translation applied too?
**[2026-05-14 13:26:24] admin/Nilou**
> Basically there's a fixed part and a dynamic part This is the default content: Product available after: {{availability_date}} So the "Product available after" is translated on all offers and also the {{availability_date}} is dynamic and depends on the date you set for offers
**[2026-05-14 13:27:24] admin/Nilou**
> I checked the offers quickly and the timeframe for 2 of the offers currently is 5 days and 30 days after purchase
**[2026-05-14 13:29:43] user/Patrick Klimek**
> ok seems to work for both specific date and timeframe now
**[2026-05-14 13:30:14] admin/Nilou**
> Awesome ^-^
**[2026-05-14 13:30:22] user/Patrick Klimek**
> thanks again that's it
**[2026-05-14 13:30:24] user/Patrick Klimek**
> have a good day
**[2026-05-14 13:30:43] admin/Nilou**
> You're absolutely welcome! Happy to help you
**[2026-05-14 13:31:04] admin/Nilou**
> If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,
**[2026-05-14 13:31:27] bot/Luna**
> Help Nilou understand how they’re doing:
**[2026-05-14 13:31:28] bot/Luna**
> [Conversation Rating Request]