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"ticket": {
"ticket_id": "1250203",
"subject": "Charging case issue",
"description": "Good evening,\nMomcozy POP.pdf\nI am experiencing an issue with the charging case for the Air 1 breast pump I purchased through Amazon on March 30th, 2026.\n\nThe charging case initially worked & charged the batteries, however today (5/11/26) the case does not show any sort of operation or ability to charge (no lights illuminate regardless of if plugged in).\n\nIs this an issue I can receive a replacement charging case for? Happy to provide any further information needed. Attached is my proof of purchase.\n\nThank you, \nElizabeth (208) 954-9721\nSent from my iPhone",
"status": "open",
"priority": "high",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-12T02:04:35Z",
"updated_at": "2026-05-14T03:35:25Z"
},
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"agents_notes_label": "AS329-NA00NB-A",
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"category_field_id": "34154549939865",
"category_name": "CPI::Unable to charge",
"category_value": "cpi__unable_to_charge",
"category_zh": "无法充电"
},
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"type": "Comment",
"created_at": "2026-05-14T03:35:25Z",
"author_id": "50761867876761",
"author_name": "RT-CD-Smartpump-Chailyn",
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"text": "Dear Elizabeth,\n \nThank you so much for your quick response! We truly appreciate your patience and understanding as we work to make things right with your order.\n \nWe'll arrange for the replacement to be shipped to you in approximately 1-2 days. Once shipped, please expect delivery within 3-7 business days. After 2 days, please feel free to contact us to request your tracking number, which we'll be happy to provide.\n \nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨\n \nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!\n \nBest regards,\nMomcozy Customer Support Team\n ***Please note: Your ticket may be automatically closed by the system, but don't worry. Just because your ticket is closed doesn't mean your issue has been resolved. If you have any questions or concerns, please feel free to contact us. 😊"
},
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"conversation_id": "57888171279257",
"type": "Comment",
"created_at": "2026-05-13T14:58:33Z",
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"text": "Hi, \n Understood, thank you for clarifying. \n Attached is a video showing the case not working. \n My shipping details: \n Elizabeth Bjerke 80 Fish Hatchery Dr. Stanley, ID 83278 \n United States \n (208) 954-9721 \n Thank you, Elizabeth \n Sent from my iPhone"
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"text": "Dear Elizabeth,\n \nThank you for your detailed explanation.\n \nAt the moment, we only have complete pump sets in stock and do not have individual charging cases available for replacement.\n \nCould you please record a short video showing the charging case failing to charge properly? Meanwhile, please provide the following shipping details so we can arrange the solution for you as soon as possible:\nName:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact number:\n \nBest regards,\nMomcozy Customer Support Team"
},
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"text": "Good morning, \n Yes, the charging case fails to charge both itself and the breast pump. The magnetic cable charger will charge each pump motor separate from the case. \n Attached is from the bottom of the box I received.\n \n Is it necessary to receive an entire pump replacement or am I able to receive just a charging case replacement? The breast pump itself works great, my issue is re: the charging case. \n Thank you, Elizabeth Bjerke (208) 954-9721 Sent from my iPhone"
},
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"conversation_id": "57840049623449",
"type": "Comment",
"created_at": "2026-05-12T07:24:17Z",
"author_id": "50761867876761",
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"text": "Dear Elizabeth,\n \nWe’re sorry to hear your Air 1 breast pump charging case is no longer working properly — it shows no lights and won’t charge whether plugged in or not. We totally understand how inconvenient this issue is.\n \nCould you please confirm whether the charging case fails to charge itself and also cannot charge the breast pump?\n \nPlease provide the UDI code from the bottom of the product box. You can scan the QR code next to the production date and SN number. If you no longer have the box, kindly scan the QR code on the device bottom to get the serial number.\n \nIf possible, please record a short video while following these steps for us to check:\n Please ensure the charging area at the bottom of the motor is clean, and gently remove any protective film that might still be attached. Take the pump out of the charging case, let the case rest for about 10 seconds, then place the pump back in. With the motor turned off, try charging it using the fully charged case (showing 4 white lights). Please observe if the motor's indicator light turns green. Note: The case's adapter should be 5V/3A. Now, with the motor still off, try charging it directly using the magnetic cable and a 5V/2A adapter. Again, please check if the motor's indicator light turns green. \nIf neither charging method works and your order is from our official Amazon store, we can arrange a replacement for you.\n \nPlease also share your full shipping details for replacement arrangement:\n Full Name: Street Address: City: State: Country: Zipcode: Contact number: \nBest regards,\nMomcozy Customer Support Team"
},
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"conversation_id": "57828299467289",
"type": "Comment",
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"text": "Good evening,\n\nMomcozy POP.pdf\n\nI am experiencing an issue with the charging case for the Air 1 breast pump I purchased through Amazon on March 30th, 2026. \n\n The charging case initially worked & charged the batteries, however today (5/11/26) the case does not show any sort of operation or ability to charge (no lights illuminate regardless of if plugged in). \n\n Is this an issue I can receive a replacement charging case for? Happy to provide any further information needed. Attached is my proof of purchase. \n\n Thank you, \n\nElizabeth (208) 954-9721\n\nSent from my iPhone"
}
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"body": "Dear Elizabeth,\n\nThank you so much for your quick response! We truly appreciate your patience and understanding as we work to make things right with your order.\n\nWe'll arrange for the replacement to be shipped to you in approximately 1-2 days. Once shipped, please expect delivery within 3-7 business days. After 2 days, please feel free to contact us to request your tracking number, which we'll be happy to provide.\n\nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨\n\nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!\n\nBest regards,\nMomcozy Customer Support Team\n\n* * *\n***Please note: Your ticket may be automatically closed by the system, but don't worry. Just because your ticket is closed doesn't mean your issue has been resolved. If you have any questions or concerns, please feel free to contact us. 😊",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Elizabeth,<br> <br>Thank you so much for your quick response! We truly appreciate your patience and understanding as we work to make things right with your order.<br> <br>We'll arrange for the replacement to be shipped to you in approximately 1-2 days. Once shipped, please expect delivery within 3-7 business days. After 2 days, please feel free to contact us to request your tracking number, which we'll be happy to provide.<br> <br>If you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨<br> <br>Thanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!<br> <br>Best regards,<br>Momcozy Customer Support Team<br><hr>***Please note: Your ticket may be automatically closed by the system, but don't worry. Just because your ticket is closed doesn't mean your issue has been resolved. If you have any questions or concerns, please feel free to contact us. 😊<br></div>",
"plain_body": "Dear Elizabeth,\n \nThank you so much for your quick response! We truly appreciate your patience and understanding as we work to make things right with your order.\n \nWe'll arrange for the replacement to be shipped to you in approximately 1-2 days. Once shipped, please expect delivery within 3-7 business days. After 2 days, please feel free to contact us to request your tracking number, which we'll be happy to provide.\n \nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨\n \nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!\n \nBest regards,\nMomcozy Customer Support Team\n ***Please note: Your ticket may be automatically closed by the system, but don't worry. Just because your ticket is closed doesn't mean your issue has been resolved. If you have any questions or concerns, please feel free to contact us. 😊",
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"body": "Hi,\n\n\n\nUnderstood, thank you for clarifying.\n\n\n\nAttached is a video showing the case not working.\n\n\n\nMy shipping details:\n\n\n\nElizabeth Bjerke\n\n80 Fish Hatchery Dr.\n\nStanley, ID 83278\n\n\n\nUnited States\n\n\n\n(208) 954-9721\n\n\n\nThank you,\n\nElizabeth\n\n\n\nSent from my iPhone",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\">Hi, <div><br></div><div>Understood, thank you for clarifying.</div><div><br></div><div>Attached is a video showing the case not working.</div><div><br></div><div>My shipping details:</div><div><br></div><div>Elizabeth Bjerke</div><div>80 Fish Hatchery Dr.</div><div>Stanley, ID 83278</div><div><br></div><div>United States</div><div><br></div><div>(208) 954-9721</div><div><br></div><div>Thank you,</div><div>Elizabeth</div><div><br><div dir=\"ltr\">Sent from my iPhone</div></div><div><div dir=\"ltr\"></div></div></div>",
"plain_body": "Hi, \n Understood, thank you for clarifying. \n Attached is a video showing the case not working. \n My shipping details: \n Elizabeth Bjerke 80 Fish Hatchery Dr. Stanley, ID 83278 \n United States \n (208) 954-9721 \n Thank you, Elizabeth \n Sent from my iPhone",
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"body": "Dear Elizabeth,\n\nThank you for your detailed explanation.\n\nAt the moment, we only have complete pump sets in stock and do not have individual charging cases available for replacement.\n\nCould you please record a short video showing the charging case failing to charge properly? Meanwhile, please provide the following shipping details so we can arrange the solution for you as soon as possible:\nName:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact number:\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Elizabeth,<br> <br>Thank you for your detailed explanation.<br> <br>At the moment, we only have complete pump sets in stock and do not have individual charging cases available for replacement.<br> <br>Could you please record a short video showing the charging case failing to charge properly? Meanwhile, please provide the following shipping details so we can arrange the solution for you as soon as possible:<br>Name:<br>Street Address:<br>City:<br>State:<br>Country:<br>Zipcode:<br>Contact number:<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Dear Elizabeth,\n \nThank you for your detailed explanation.\n \nAt the moment, we only have complete pump sets in stock and do not have individual charging cases available for replacement.\n \nCould you please record a short video showing the charging case failing to charge properly? Meanwhile, please provide the following shipping details so we can arrange the solution for you as soon as possible:\nName:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact number:\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Good morning,\n\n\n\nYes, the charging case fails to charge both itself and the breast pump. The magnetic cable charger will charge each pump motor separate from the case.\n\n\n\nAttached is from the bottom of the box I received. \n\n\n\nIs it necessary to receive an entire pump replacement or am I able to receive just a charging case replacement? The breast pump itself works great, my issue is re: the charging case.\n\n\n\nThank you,\n\nElizabeth Bjerke (208) 954-9721\n\nSent from my iPhone",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\">Good morning,<div><br></div><div>Yes, the charging case fails to charge both itself and the breast pump. The magnetic cable charger will charge each pump motor separate from the case.</div><div><br></div><div>Attached is from the bottom of the box I received.<br><div dir=\"ltr\"><br></div><div dir=\"ltr\">Is it necessary to receive an entire pump replacement or am I able to receive just a charging case replacement? The breast pump itself works great, my issue is re: the charging case.</div><div dir=\"ltr\"><br></div><div dir=\"ltr\">Thank you, </div><div dir=\"ltr\">Elizabeth Bjerke (208) 954-9721</div><div dir=\"ltr\"><div dir=\"ltr\">Sent from my iPhone</div></div></div></div>",
"plain_body": "Good morning, \n Yes, the charging case fails to charge both itself and the breast pump. The magnetic cable charger will charge each pump motor separate from the case. \n Attached is from the bottom of the box I received.\n \n Is it necessary to receive an entire pump replacement or am I able to receive just a charging case replacement? The breast pump itself works great, my issue is re: the charging case. \n Thank you, Elizabeth Bjerke (208) 954-9721 Sent from my iPhone",
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"body": "Dear Elizabeth,\n\nWe’re sorry to hear your Air 1 breast pump charging case is no longer working properly — it shows no lights and won’t charge whether plugged in or not. We totally understand how inconvenient this issue is.\n\nCould you please confirm whether the charging case fails to charge itself and also cannot charge the breast pump?\n\nPlease provide the UDI code from the bottom of the product box. You can scan the QR code next to the production date and SN number. If you no longer have the box, kindly scan the QR code on the device bottom to get the serial number.\n\nIf possible, please record a short video while following these steps for us to check:\n1. Please ensure the charging area at the bottom of the motor is clean, and gently remove any protective film that might still be attached.\n2. Take the pump out of the charging case, let the case rest for about 10 seconds, then place the pump back in.\n3. With the motor turned off, try charging it using the fully charged case (showing 4 white lights). Please observe if the motor's indicator light turns green. _Note: The case's adapter should be 5V/3A._\n4. Now, with the motor still off, try charging it directly using the magnetic cable and a 5V/2A adapter. Again, please check if the motor's indicator light turns green.\n\n\nIf neither charging method works and your order is from our official Amazon store, we can arrange a replacement for you.\n\nPlease also share your full shipping details for replacement arrangement:\n\n- Full Name:\n- Street Address:\n- City:\n- State:\n- Country:\n- Zipcode:\n- Contact number:\n\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Elizabeth,<br> <br>We’re sorry to hear your Air 1 breast pump charging case is no longer working properly — it shows no lights and won’t charge whether plugged in or not. We totally understand how inconvenient this issue is.<br> <br>Could you please confirm whether the charging case fails to charge itself and also cannot charge the breast pump?<br> <br>Please provide the UDI code from the bottom of the product box. You can scan the QR code next to the production date and SN number. If you no longer have the box, kindly scan the QR code on the device bottom to get the serial number.<br> <br>If possible, please record a short video while following these steps for us to check:<br><ol dir=\"auto\"><li>Please ensure the charging area at the bottom of the motor is clean, and gently remove any protective film that might still be attached.</li><li>Take the pump out of the charging case, let the case rest for about 10 seconds, then place the pump back in.</li><li>With the motor turned off, try charging it using the fully charged case (showing 4 white lights). Please observe if the motor's indicator light turns green. <i>Note: The case's adapter should be 5V/3A.</i></li><li>Now, with the motor still off, try charging it directly using the magnetic cable and a 5V/2A adapter. Again, please check if the motor's indicator light turns green.</li></ol> <br>If neither charging method works and your order is from our official Amazon store, we can arrange a replacement for you.<br> <br>Please also share your full shipping details for replacement arrangement:<br><ul dir=\"auto\"><li>Full Name:</li><li>Street Address:</li><li>City:</li><li>State:</li><li>Country:</li><li>Zipcode:</li><li>Contact number:</li></ul> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Dear Elizabeth,\n \nWe’re sorry to hear your Air 1 breast pump charging case is no longer working properly — it shows no lights and won’t charge whether plugged in or not. We totally understand how inconvenient this issue is.\n \nCould you please confirm whether the charging case fails to charge itself and also cannot charge the breast pump?\n \nPlease provide the UDI code from the bottom of the product box. You can scan the QR code next to the production date and SN number. If you no longer have the box, kindly scan the QR code on the device bottom to get the serial number.\n \nIf possible, please record a short video while following these steps for us to check:\n Please ensure the charging area at the bottom of the motor is clean, and gently remove any protective film that might still be attached. Take the pump out of the charging case, let the case rest for about 10 seconds, then place the pump back in. With the motor turned off, try charging it using the fully charged case (showing 4 white lights). Please observe if the motor's indicator light turns green. Note: The case's adapter should be 5V/3A. Now, with the motor still off, try charging it directly using the magnetic cable and a 5V/2A adapter. Again, please check if the motor's indicator light turns green. \nIf neither charging method works and your order is from our official Amazon store, we can arrange a replacement for you.\n \nPlease also share your full shipping details for replacement arrangement:\n Full Name: Street Address: City: State: Country: Zipcode: Contact number: \nBest regards,\nMomcozy Customer Support Team",
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"body": "Good evening,\nMomcozy POP.pdf\nI am experiencing an issue with the charging case for the Air 1 breast pump I purchased through Amazon on March 30th, 2026.\n\nThe charging case initially worked & charged the batteries, however today (5/11/26) the case does not show any sort of operation or ability to charge (no lights illuminate regardless of if plugged in).\n\nIs this an issue I can receive a replacement charging case for? Happy to provide any further information needed. Attached is my proof of purchase.\n\nThank you, \nElizabeth (208) 954-9721\nSent from my iPhone",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Good evening,\n<br>Momcozy POP.pdf\n<br>I am experiencing an issue with the charging case for the Air 1 breast pump I purchased through Amazon on March 30th, 2026.</p>\n\n<p dir=\"auto\">The charging case initially worked & charged the batteries, however today (5/11/26) the case does not show any sort of operation or ability to charge (no lights illuminate regardless of if plugged in).</p>\n\n<p dir=\"auto\">Is this an issue I can receive a replacement charging case for? Happy to provide any further information needed. Attached is my proof of purchase.</p>\n\n<p dir=\"auto\">Thank you, \n<br>Elizabeth (208) 954-9721\n<br>Sent from my iPhone</p></div>",
"plain_body": "Good evening,\n\nMomcozy POP.pdf\n\nI am experiencing an issue with the charging case for the Air 1 breast pump I purchased through Amazon on March 30th, 2026. \n\n The charging case initially worked & charged the batteries, however today (5/11/26) the case does not show any sort of operation or ability to charge (no lights illuminate regardless of if plugged in). \n\n Is this an issue I can receive a replacement charging case for? Happy to provide any further information needed. Attached is my proof of purchase. \n\n Thank you, \n\nElizabeth (208) 954-9721\n\nSent from my iPhone",
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