与 Web 用户 6a02d64f7e51e1e8b395975f 的对话

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      "text": "(15:27:12) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(15:27:23) Web User 6a02d64f7e51e1e8b395975f: After-sales service\n\n(15:27:28) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n\n(15:27:44) Web User 6a02d64f7e51e1e8b395975f: Broken wire for baby monitor \n\n(15:27:51) Momcozy: To help you out with your baby monitor, could you please share the product model with me? (You can usually find the model number on the bottom of the device or on the packaging box!) This will help me give you the most accurate guidance.\n\n(15:29:11) Web User 6a02d64f7e51e1e8b395975f: Bmo4\n\n(15:29:22) Momcozy: Thanks for sharing your BM04 model! For troubleshooting, please try using a confirmed working charging cable and adapter (preferably with a standard 5V output), and test it in a different wall outlet to rule out any power issues. If the problem continues after a factory reset and re-pairing, the next step would be to reach out to our after-sales support for repair or replacement options. If you need the BM04 user manual, it’s available online, and you can always contact support@momcozy.com for further assistance. I couldn’t find specific guidance for a broken wire, but I hope these steps help!\n\n(15:29:25) Momcozy: Thank you for letting me know about the broken wire on your Momcozy BM04 baby monitor! To help troubleshoot, please try using a different charging cable and adapter (with a standard 5V output), and plug it into another wall outlet to see if that helps. If the issue continues after these steps, don’t worry—just reach out to us and we’ll be happy to assist you further. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(15:30:06) Web User 6a02d64f7e51e1e8b395975f: I need a replacement wire is possible \n\n(15:30:11) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 baby monitor. Don’t worry—I’ll arrange for our specialist team to assist you further and make sure you get the help you need!\n\n(15:30:14) Momcozy: To help us arrange a replacement and get your request to our specialist team quickly, could you please share your order number with me? This will help us assist you even faster!\n\n(15:30:26) Web User 6a02d64f7e51e1e8b395975f: It has come loose at the top \n\n(15:30:27) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_7169.jpeg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDHG8GP3QWQY45CNZX0FDQ6/IMG_7169.jpeg\n\nType: image/jpeg\n\nSize: 4288980\n\n(15:30:30) Momcozy: Could you please share your order number with me? This will help us quickly pass your request to our support team and arrange a replacement for you! Thank you so much for your help!\n\n(15:30:51) Web User 6a02d64f7e51e1e8b395975f: I cannot find the order number \n\n(15:30:58) Momcozy: An error occurred, please try again later.\n\n(15:31:11) Web User 6a02d64f7e51e1e8b395975f: I will try and find the order number \n\n(15:31:18) Momcozy: Is there anything else I can help you with? I’m here for you!\n\n(15:31:35) Web User 6a02d64f7e51e1e8b395975f: I need a new wire for the bm04 monitor \n\n(15:31:53) Momcozy: I’m sorry, but this accessory isn’t currently available for separate purchase on our official website. If you could please provide your order number and email address, I’ll connect you with our team to check our internal stock for you!\n\n(15:31:57) Momcozy: Whenever you find your order number, just let me know! This will help us check our internal stock and get you the replacement you need for your BM04 monitor. I’m here whenever you’re ready!\n\n(15:34:56) Web User 6a02d64f7e51e1e8b395975f: Can you help me find my order number \n\n(15:35:00) Momcozy: You can usually find your order number in the confirmation email you received after buying your BM04 monitor, or by checking your order history on the website where you made your purchase. If you ordered from a third-party platform, like Amazon, the order number will be in your account’s order details. If you let me know where you purchased your monitor, I’d be happy to guide you step by step!\n\n(15:35:28) Web User 6a02d64f7e51e1e8b395975f: Momcozy website\n\n(15:35:33) Momcozy: If you bought your BM04 monitor on the Momcozy website, you can find your order number in the confirmation email we sent after your purchase. You can also log in to your account on the Momcozy website and check your order history—your order number will be listed there with your past orders. If you’re still having trouble finding it, just let me know and I’ll be happy to help you with other options!\n\n(15:35:49) Web User 6a02d64f7e51e1e8b395975f: I still can’t find it \n\n(15:36:00) Momcozy: To help you with your replacement request, could you please share your email address with me? This will allow us to assist you more efficiently!\n\n(15:36:21) Web User 6a02d64f7e51e1e8b395975f: Olymbioslouis@gmail.com\n\n(15:36:28) Momcozy: I’m connecting you to one of our customer care specialists now! Please have a photo of the issue ready so we can assist you even faster. Thank you for your patience!\n\n(15:36:30) Momcozy: Transferring to a human agent.\n\n(15:36:47) Momcozy Elysia: Hi, thank you for contacting us!💕\n\n(15:36:54) Web User 6a02d64f7e51e1e8b395975f: Good morning!\n\n(15:37:09) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n\n(15:38:13) Momcozy Elysia: Thank you for waiting. We do not have a separate charging cable for this product.\n\n(15:38:19) Web User 6a02d64f7e51e1e8b395975f: Thank you, I am his after replacement wire for the bm04 baby monitor, we have only had it under 3 months but I cannot find the order number original email \n\n(15:38:48) Web User 6a02d64f7e51e1e8b395975f: I wondered if you had any spare that you can post to me as this has become faulty in under 3 months\n\n(15:39:19) Momcozy Elysia: Did you purchase BM04 from our platform?\n\n(15:39:25) Web User 6a02d64f7e51e1e8b395975f: Yes \n\n(15:39:47) Momcozy Elysia: We were unable to verify your order information via your email address olymbioslouis@gmail.com\n\n(15:40:28) Web User 6a02d64f7e51e1e8b395975f: Can you check llolymbios@gmail.com\n\n(15:40:34) Momcozy Elysia: Could you please provide us with the full name of your recipient?\n\n(15:40:40) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios \n\n(15:40:47) Momcozy Elysia: Okay, please wait a moment.\n\n(15:40:52) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas way, Wivenhoe CO79HD\n\n(15:40:58) Web User 6a02d64f7e51e1e8b395975f: is the address \n\n(15:41:56) Web User 6a02d64f7e51e1e8b395975f: My partner ordered it and cannot remember what email address he used 🫠\n\n(15:42:07) Momcozy Elysia: We're sorry, we only found your order #JJ1084964, which does not contain BM04.\n\n(15:43:06) Web User 6a02d64f7e51e1e8b395975f: Oh ok, he must have ordered it from elsewhere, possibly Amazon \n\n(15:43:28) Web User 6a02d64f7e51e1e8b395975f: Oh he ordered it from Amazon we have found the order now\n\n(15:43:33) Web User 6a02d64f7e51e1e8b395975f: Can you still help?\n\n(15:44:47) Momcozy Elysia: Could you please provide the Amazon order number?\n\n(15:45:43) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_1634.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDJC6VABMRJGD71YJ4R4Z5J/IMG_1634.png\n\nType: image/png\n\nSize: 478654\n\n(15:46:05) Momcozy Elysia: Please wait a moment.\n\n(15:47:07) Momcozy Elysia: Yes, we found it.\n\n(15:47:29) Momcozy Elysia: Could you describe how you use it? This will help us understand the situation and continuously improve the product.\n\n(15:47:57) Web User 6a02d64f7e51e1e8b395975f: It is plugged in to the baby’s nursery and we clip it on to the end of his cot \n\n(15:48:11) Momcozy Elysia: To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n\n📦 Name:\n\n📦 Address:\n\n📦 City:\n\n📦 State/Province:\n\n📦 Postal Code:\n\n📦 Country:\n\n📦 Phone:\n\nOnce confirmed, we’ll get your replacement on its way to you! 💌\n\n(15:48:32) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios\n\n(15:49:09) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas Way, Wivenhoe, Colchester, ESSEX, CO79HD, UK\n\n(15:49:17) Web User 6a02d64f7e51e1e8b395975f: 07961601681\n\n(15:51:13) Momcozy Elysia: Thank you for your patience.\n\nSince we do not have a separate charging cable available, we have arranged to ship a complete BM04 unit to your address. Our warehouse will process the shipment within 2 business days. As the order has not been dispatched yet, we are unable to provide a tracking number for the time being.\n\nOnce shipped, as the item is dispatched from our local warehouse, delivery will take 3 to 7 business days. We appreciate your patience.\n\n(15:51:20) Momcozy Elysia: If you do not receive the replacement within the estimated time frame, please feel free to contact us anytime. We will gladly provide you with the tracking number so you can monitor your shipment.\n\n(15:51:33) Momcozy Elysia: Please don’t hesitate to reach out if you have any further questions!\n\n(15:51:47) Web User 6a02d64f7e51e1e8b395975f: Ok thank you so much \n\n(15:52:39) Momcozy Elysia: You're very welcome! 💕\n\n(15:52:41) Momcozy Elysia: Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n\nI’ll now be closing this chat, but please know that we’re always here if you need any further assistance.\n\nThank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n\nWe’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n\nHave a wonderful day ahead!"
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{
  "translated_subject": "与 Web 用户 6a02d64f7e51e1e8b395975f 的对话",
  "translated_description": "与 Web 用户 6a02d64f7e51e1e8b395975f 的对话",
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  "translated_category_label": "配件开裂或断裂",
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      "translated_text": "(15:27:12) Momcozy: 您好，欢迎来到 Momcozy。请选择您需要的支持类型。\n\nIBCLC（哺乳咨询及母婴保健）、婴儿监护仪 (BM03/BM04) 固件更新、产品及活动咨询、订单状态及物流问题、售后服务、其他咨询\n\n(15:27:23) Web 用户 6a02d64f7e51e1e8b395975f: 售后服务\n\n(15:27:28) Momcozy: 如果您在产品使用中遇到任何问题或有其他售后需求，请随时告诉我。我会尽力协助您解决！\n\n(15:27:44) Web 用户 6a02d64f7e51e1e8b395975f: 婴儿监护仪的线断了\n\n(15:27:51) Momcozy: 为了帮您解决婴儿监护仪的问题，能否请您告知产品型号？（您通常可以在设备底部或包装盒上找到型号代码！）这将帮助我为您提供最准确的指导。\n\n(15:29:11) Web 用户 6a02d64f7e51e1e8b395975f: Bmo4\n\n(15:29:22) Momcozy: 感谢告知您的 BM04 型号！关于排查故障，请尝试使用已确认正常的充电线和适配器（最好是标准的 5V 输出），并在不同的墙壁插座上测试，以排除电力问题。如果恢复出厂设置并重新配对后问题仍然存在，下一步将是联系我们的售后支持以获取维修或更换选项。如果您需要 BM04 的用户手册，可以在线获取，您也可以随时联系 support@momcozy.com 寻求进一步帮助。我没找到关于电线断裂的具体指导，但希望这些步骤能有所帮助！\n\n(15:29:25) Momcozy: 感谢您告知 Momcozy BM04 婴儿监护仪电线断裂的情况！为了协助排查，请尝试使用不同的充电线和适配器（标准 5V 输出），并插入另一个墙壁插座看看是否有帮助。如果完成这些步骤后问题依旧，别担心——只需联系我们，我们将很乐意进一步为您提供帮助。您可以先尝试一下。如果仍未解决，请随时联系我们，我们将为您进行下一步处理。\n\n(15:30:06) Web 用户 6a02d64f7e51e1e8b395975f: 如果可能的话，我需要更换一条线\n\n(15:30:11) Momcozy: 非常抱歉之前的步骤没能解决您 BM04 婴儿监护仪的问题。别担心——我会安排我们的专家团队进一步协助您，确保您得到所需的帮助！\n\n(15:30:14) Momcozy: 为了帮我们安排更换并尽快将您的请求转达给专家团队，能否请您告知您的订单号？这将帮助我们更快地为您提供协助！\n\n(15:30:26) Web 用户 6a02d64f7e51e1e8b395975f: 顶部已经松动了\n\n(15:30:27) Web 用户 6a02d64f7e51e1e8b395975f 上传了: IMG_7169.jpeg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDHG8GP3QWQY45CNZX0FDQ6/IMG_7169.jpeg\n\n类型: image/jpeg\n\n大小: 4288980\n\n(15:30:30) Momcozy: 能否请您告知您的订单号？这将帮助我们迅速将您的请求转交给支持团队，并为您安排更换！非常感谢您的配合！\n\n(15:30:51) Web 用户 6a02d64f7e51e1e8b395975f: 我找不到订单号\n\n(15:30:58) Momcozy: 发生错误，请稍后再试。\n\n(15:31:11) Web 用户 6a02d64f7e51e1e8b395975f: 我会试着找找订单号\n\n(15:31:18) Momcozy: 还有什么我可以帮您的吗？我一直都在！\n\n(15:31:35) Web 用户 6a02d64f7e51e1e8b395975f: 我需要一根新的 BM04 监护仪电线\n\n(15:31:53) Momcozy: 很抱歉，该配件目前无法在我们的官方网站上单独购买。如果您能提供订单号和电子邮件地址，我会为您联系团队，为您检查内部库存！\n\n(15:31:57) Momcozy: 只要您找到订单号，请随时告诉我！这将帮助我们检查内部库存，并为您提供 BM04 监护仪所需的更换配件。我随时准备为您服务！\n\n(15:34:56) Web 用户 6a02d64f7e51e1e8b395975f: 你能帮我找订单号吗\n\n(15:35:00) Momcozy: 您通常可以在购买 BM04 监护仪后收到的确认电子邮件中找到订单号，或者查看您购买网站上的订单记录。如果您是从第三方平台（如亚马逊）购买的，订单号会在您账户的订单详情中。如果您告诉我您是在哪里购买的，我很乐意逐步指导您！\n\n(15:35:28) Web 用户 6a02d64f7e51e1e8b395975f: Momcozy 官网\n\n(15:35:33) Momcozy: 如果您是在 Momcozy 网站上购买的 BM04 监护仪，您可以在我们购买后发送的确认邮件中找到订单号。您也可以登录 Momcozy 网站账户并查看订单历史——您的订单号会与过往订单一起列出。如果您仍然无法找到，请告诉我，我很乐意为您提供其他协助方案！\n\n(15:35:49) Web 用户 6a02d64f7e51e1e8b395975f: 我还是找不到\n\n(15:36:00) Momcozy: 为了协助您的更换请求，能否请您告知您的电子邮件地址？这将使我们的协助更加高效！\n\n(15:36:21) Web 用户 6a02d64f7e51e1e8b395975f: Olymbioslouis@gmail.com\n\n(15:36:28) Momcozy: 我正在为您连接我们的客户服务专家！请准备好问题的照片，以便我们能更快地协助您。感谢您的耐心等待！\n\n(15:36:30) Momcozy: 正在转接人工客服。\n\n(15:36:47) Momcozy Elysia: 您好，感谢联系我们！💕\n\n(15:36:54) Web 用户 6a02d64f7e51e1e8b395975f: 早上好！\n\n(15:37:09) Momcozy Elysia: 请稍等片刻——我正在查看您之前的消息。\n\n(15:38:13) Momcozy Elysia: 感谢您的等待。我们没有单独售卖此产品的充电线。\n\n(15:38:19) Web 用户 6a02d64f7e51e1e8b395975f: 谢谢，我在找 BM04 婴儿监护仪的更换电线，我们才用了不到 3 个月，但我找不到原始订单确认邮件了。\n\n(15:38:48) Web 用户 6a02d64f7e51e1e8b395975f: 我在想你们是否有备用的可以寄给我，因为这个在不到 3 个月内就出现了故障。\n\n(15:39:19) Momcozy Elysia: 您是在我们的平台购买的 BM04 吗？\n\n(15:39:25) Web 用户 6a02d64f7e51e1e8b395975f: 是的\n\n(15:39:47) Momcozy Elysia: 我们无法通过您的电子邮件地址 olymbioslouis@gmail.com 验证您的订单信息。\n\n(15:40:28) Web 用户 6a02d64f7e51e1e8b395975f: 你能查查 llolymbios@gmail.com 吗？\n\n(15:40:34) Momcozy Elysia: 能否请您提供收件人的全名？\n\n(15:40:40) Web 用户 6a02d64f7e51e1e8b395975f: Louis Olymbios \n\n(15:40:47) Momcozy Elysia: 好的，请稍等。\n\n(15:40:52) Web 用户 6a02d64f7e51e1e8b395975f: 地址是 27 Lammas way, Wivenhoe CO79HD\n\n(15:40:58) Web 用户 6a02d64f7e51e1e8b395975f: 这是地址\n\n(15:41:56) Web 用户 6a02d64f7e51e1e8b395975f: 我伴侣订的，他不记得用的是哪个邮箱了 🫠\n\n(15:42:07) Momcozy Elysia: 很抱歉，我们只找到了您的订单 #JJ1084964，但其中不包含 BM04。\n\n(15:43:06) Web 用户 6a02d64f7e51e1e8b395975f: 哦好吧，那他肯定是在别处订的，可能是亚马逊。\n\n(15:43:28) Web 用户 6a02d64f7e51e1e8b395975f: 哦，他是在亚马逊订的，我们现在找到订单了。\n\n(15:43:33) Web 用户 6a02d64f7e51e1e8b395975f: 还能提供帮助吗？\n\n(15:44:47) Momcozy Elysia: 能否请您提供亚马逊订单号？\n\n(15:45:43) Web 用户 6a02d64f7e51e1e8b395975f 上传了: IMG_1634.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDJC6VABMRJGD71YJ4R4Z5J/IMG_1634.png\n\n类型: image/png\n\n大小: 478654\n\n(15:46:05) Momcozy Elysia: 请稍等片4刻。\n\n(15:47:07) Momcozy Elysia: 是的，我们找到了。\n\n(15:47:29) Momcozy Elysia: 您能描述一下您是如何使用它的吗？这将帮助我们了解情况并持续改进产品。\n\n(15:47:57) Web 用户 6a02d64f7e51e1e8b395975f: 它插在婴儿房里，我们把它夹在婴儿床的一头。\n\n(15:48:11) Momcozy Elysia: 为了帮我们尽快处理，能否请您提供以下完整的详细收货地址？\n\n📦 姓名：\n\n📦 地址：\n\n📦 城市：\n\n📦 州/省：\n\n📦 邮编：\n\n📦 国家：\n\n📦 电话：\n\n确认后，我们将为您寄出更换产品！💌\n\n(15:48:32) Web 用户 6a02d64f7e51e1e8b395975f: Louis Olymbios\n\n(15:49:09) Web 用户 6a02d64f7e51e1e8b395975f: 27 Lammas Way, Wivenhoe, Colchester, ESSEX, CO79HD, UK\n\n(15:49:17) Web 用户 6a02d64f7e51e1e8b395975f: 07961601681\n\n(15:51:13) Momcozy Elysia: 感谢您的耐心等待。\n\n由于我们没有单独的充电线，我们已安排为您寄送一套完整的 BM04 设备到您的地址。我们的仓库将在 2 个工作日内处理发货。由于订单尚未发出，目前无法提供物流追踪号。\n\n发货后，由于物品是从当地仓库发出的，配送需要 3 到 7 个工作日。感谢您的耐心。\n\n(15:51:20) Momcozy Elysia: 如果您在预计的时间段内未收到更换产品，请随时联系我们。我们将很乐意为您提供追踪号码，以便您监控货运情况。\n\n(15:51:33) Momcozy Elysia: 如果您有任何进一步的问题，请随时联系我们！\n\n(15:51:47) Web 用户 6a02d64f7e51e1e8b395975f: 好的，太感谢了\n\n(15:52:39) Momcozy Elysia: 不客气！💕\n\n(15:52:41) Momcozy Elysia: 非常感谢您在解决此问题期间的配合与耐心。💛\n\n我现在将关闭此对话，但请知悉，如果您需要任何进一步的帮助，我们随时都在。\n\n感谢联系 Momcozy —— 我们非常感激您的时间和理解，随时欢迎您需要支持时联系我们。🌷\n\n我们也希望听听您对我今天提供的服务的反馈 —— 这确实有助于我们继续为您和其他妈妈改进服务。💬\n\n祝您度过愉快的一天！"
    },
    {
      "conversation_id": "57841107002777",
      "created_at": "2026-05-12T07:52:46Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57840148328601",
      "created_at": "2026-05-12T07:36:31Z",
      "sender_type": "internal",
      "author_name": "Web User 6a02d64f7e51e1e8b395975f",
      "channel": "native_messaging",
      "translated_text": "与 Web 用户 6a02d64f7e51e1e8b395975f 的对话"
    },
    {
      "conversation_id": "57840148328473",
      "created_at": "2026-05-12T07:36:31Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    }
  ],
  "chinese_reading_text": "【标题】：与 Web 用户 6a02d64f7e51e1e8b395975f 的对话\n【既有分类】：配件开裂或断裂\n【产品/渠道】：BM04 / Amazon / 官网 Web Chat\n【客服备注】：无\n【描述】：与 Web 用户 6a02d64f7e51e1e8b395975f 的对话\n【会话记录】：\n1. 用户反馈购买不到3个月的婴儿监护仪 BM04 电线断裂/松动。 \n2. 机器人先进行了初步排查引导，用户坚持需要更换电线。 \n3. 随后转接人工客服 Elysia。客服确认公司没有单独的备用线。 \n4. 经过订单查找（最初邮件不匹配，后确认是 Amazon 订单），客服同意由于在保修期内出现故障，将免费重寄一套全新的 BM04 完整设备。 \n5. 用户提供了英国的收货地址（Louis Olymbios, 27 Lammas Way, Colchester, CO79HD, UK）及电话 07961601681。\n6. 客服承诺 2 个工作日内处理，3-7 个工作日送达。",
  "translation_notes": [
    "消息 text 包含多条机器人与用户的对话，已按原文时间戳完整翻译。",
    "确认用户购买渠道最初表述不一（先说官网后确认为亚马逊），翻译中保留了此过程。",
    "客服最终承诺发送完整单位 (complete unit) 而非仅更换线缆。"
  ]
}

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  "ticket": {
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    "subject": "Conversation with Web User ...",
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    "last_comment": {
      "id": 57841107002905,
      "body": "(15:27:12) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(15:27:23) Web User 6a02d64f7e51e1e8b395975f: After-sales service\n\n(15:27:28) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n\n(15:27:44) Web User 6a02d64f7e51e1e8b395975f: Broken wire for baby monitor \n\n(15:27:51) Momcozy: To help you out with your baby monitor, could you please share the product model with me? (You can usually find the model number on the bottom of the device or on the packaging box!) This will help me give you the most accurate guidance.\n\n(15:29:11) Web User 6a02d64f7e51e1e8b395975f: Bmo4\n\n(15:29:22) Momcozy: Thanks for sharing your BM04 model! For troubleshooting, please try using a confirmed working charging cable and adapter (preferably with a standard 5V output), and test it in a different wall outlet to rule out any power issues. If the problem continues after a factory reset and re-pairing, the next step would be to reach out to our after-sales support for repair or replacement options. If you need the BM04 user manual, it’s available online, and you can always contact support@momcozy.com for further assistance. I couldn’t find specific guidance for a broken wire, but I hope these steps help!\n\n(15:29:25) Momcozy: Thank you for letting me know about the broken wire on your Momcozy BM04 baby monitor! To help troubleshoot, please try using a different charging cable and adapter (with a standard 5V output), and plug it into another wall outlet to see if that helps. If the issue continues after these steps, don’t worry—just reach out to us and we’ll be happy to assist you further. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(15:30:06) Web User 6a02d64f7e51e1e8b395975f: I need a replacement wire is possible \n\n(15:30:11) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 baby monitor. Don’t worry—I’ll arrange for our specialist team to assist you further and make sure you get the help you need!\n\n(15:30:14) Momcozy: To help us arrange a replacement and get your request to our specialist team quickly, could you please share your order number with me? This will help us assist you even faster!\n\n(15:30:26) Web User 6a02d64f7e51e1e8b395975f: It has come loose at the top \n\n(15:30:27) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_7169.jpeg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDHG8GP3QWQY45CNZX0FDQ6/IMG_7169.jpeg\n\nType: image/jpeg\n\nSize: 4288980\n\n(15:30:30) Momcozy: Could you please share your order number with me? This will help us quickly pass your request to our support team and arrange a replacement for you! Thank you so much for your help!\n\n(15:30:51) Web User 6a02d64f7e51e1e8b395975f: I cannot find the order number \n\n(15:30:58) Momcozy: An error occurred, please try again later.\n\n(15:31:11) Web User 6a02d64f7e51e1e8b395975f: I will try and find the order number \n\n(15:31:18) Momcozy: Is there anything else I can help you with? I’m here for you!\n\n(15:31:35) Web User 6a02d64f7e51e1e8b395975f: I need a new wire for the bm04 monitor \n\n(15:31:53) Momcozy: I’m sorry, but this accessory isn’t currently available for separate purchase on our official website. If you could please provide your order number and email address, I’ll connect you with our team to check our internal stock for you!\n\n(15:31:57) Momcozy: Whenever you find your order number, just let me know! This will help us check our internal stock and get you the replacement you need for your BM04 monitor. I’m here whenever you’re ready!\n\n(15:34:56) Web User 6a02d64f7e51e1e8b395975f: Can you help me find my order number \n\n(15:35:00) Momcozy: You can usually find your order number in the confirmation email you received after buying your BM04 monitor, or by checking your order history on the website where you made your purchase. If you ordered from a third-party platform, like Amazon, the order number will be in your account’s order details. If you let me know where you purchased your monitor, I’d be happy to guide you step by step!\n\n(15:35:28) Web User 6a02d64f7e51e1e8b395975f: Momcozy website\n\n(15:35:33) Momcozy: If you bought your BM04 monitor on the Momcozy website, you can find your order number in the confirmation email we sent after your purchase. You can also log in to your account on the Momcozy website and check your order history—your order number will be listed there with your past orders. If you’re still having trouble finding it, just let me know and I’ll be happy to help you with other options!\n\n(15:35:49) Web User 6a02d64f7e51e1e8b395975f: I still can’t find it \n\n(15:36:00) Momcozy: To help you with your replacement request, could you please share your email address with me? This will allow us to assist you more efficiently!\n\n(15:36:21) Web User 6a02d64f7e51e1e8b395975f: Olymbioslouis@gmail.com\n\n(15:36:28) Momcozy: I’m connecting you to one of our customer care specialists now! Please have a photo of the issue ready so we can assist you even faster. Thank you for your patience!\n\n(15:36:30) Momcozy: Transferring to a human agent.\n\n(15:36:47) Momcozy Elysia: Hi, thank you for contacting us!💕\n\n(15:36:54) Web User 6a02d64f7e51e1e8b395975f: Good morning!\n\n(15:37:09) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n\n(15:38:13) Momcozy Elysia: Thank you for waiting. We do not have a separate charging cable for this product.\n\n(15:38:19) Web User 6a02d64f7e51e1e8b395975f: Thank you, I am his after  replacement wire for the bm04 baby monitor, we have only had it under 3 months but I cannot find the order number original email \n\n(15:38:48) Web User 6a02d64f7e51e1e8b395975f: I wondered if you had any spare that you can post to me as this has become faulty in under 3 months\n\n(15:39:19) Momcozy Elysia: Did you purchase BM04 from our platform?\n\n(15:39:25) Web User 6a02d64f7e51e1e8b395975f: Yes \n\n(15:39:47) Momcozy Elysia: We were unable to verify your order information via your email address olymbioslouis@gmail.com\n\n(15:40:28) Web User 6a02d64f7e51e1e8b395975f: Can you check llolymbios@gmail.com\n\n(15:40:34) Momcozy Elysia: Could you please provide us with the full name of your recipient?\n\n(15:40:40) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios \n\n(15:40:47) Momcozy Elysia: Okay, please wait a moment.\n\n(15:40:52) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas way, Wivenhoe CO79HD\n\n(15:40:58) Web User 6a02d64f7e51e1e8b395975f: is the address \n\n(15:41:56) Web User 6a02d64f7e51e1e8b395975f: My partner ordered it and cannot remember what email address he used 🫠\n\n(15:42:07) Momcozy Elysia: We're sorry, we only found your order #JJ1084964, which does not contain BM04.\n\n(15:43:06) Web User 6a02d64f7e51e1e8b395975f: Oh ok, he must have ordered it from elsewhere, possibly Amazon \n\n(15:43:28) Web User 6a02d64f7e51e1e8b395975f: Oh he ordered it from Amazon we have found the order now\n\n(15:43:33) Web User 6a02d64f7e51e1e8b395975f: Can you still help?\n\n(15:44:47) Momcozy Elysia: Could you please provide the Amazon order number?\n\n(15:45:43) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_1634.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDJC6VABMRJGD71YJ4R4Z5J/IMG_1634.png\n\nType: image/png\n\nSize: 478654\n\n(15:46:05) Momcozy Elysia: Please wait a moment.\n\n(15:47:07) Momcozy Elysia: Yes, we found it.\n\n(15:47:29) Momcozy Elysia: Could you describe how you use it? This will help us understand the situation and continuously improve the product.\n\n(15:47:57) Web User 6a02d64f7e51e1e8b395975f: It is plugged in to the baby’s nursery and we clip it on to the end of his cot \n\n(15:48:11) Momcozy Elysia: To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n\n📦 Name:\n\n📦 Address:\n\n📦 City:\n\n📦 State/Province:\n\n📦 Postal Code:\n\n📦 Country:\n\n📦 Phone:\n\nOnce confirmed, we’ll get your replacement on its way to you! 💌\n\n(15:48:32) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios\n\n(15:49:09) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas Way, Wivenhoe, Colchester, ESSEX, CO79HD, UK\n\n(15:49:17) Web User 6a02d64f7e51e1e8b395975f: 07961601681\n\n(15:51:13) Momcozy Elysia: Thank you for your patience.\n\nSince we do not have a separate charging cable available, we have arranged to ship a complete BM04 unit to your address. Our warehouse will process the shipment within 2 business days. As the order has not been dispatched yet, we are unable to provide a tracking number for the time being.\n\nOnce shipped, as the item is dispatched from our local warehouse, delivery will take 3 to 7 business days. We appreciate your patience.\n\n(15:51:20) Momcozy Elysia: If you do not receive the replacement within the estimated time frame, please feel free to contact us anytime. We will gladly provide you with the tracking number so you can monitor your shipment.\n\n(15:51:33) Momcozy Elysia: Please don’t hesitate to reach out if you have any further questions!\n\n(15:51:47) Web User 6a02d64f7e51e1e8b395975f: Ok thank you so much \n\n(15:52:39) Momcozy Elysia: You're very welcome! 💕\n\n(15:52:41) Momcozy Elysia: Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n\nI’ll now be closing this chat, but please know that we’re always here if you need any further assistance.\n\nThank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n\nWe’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n\nHave a wonderful day ahead!",
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      "body": "(15:27:12) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.\n\nIBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n(15:27:23) Web User 6a02d64f7e51e1e8b395975f: After-sales service\n(15:27:28) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n(15:27:44) Web User 6a02d64f7e51e1e8b395975f: Broken wire for baby monitor \n(15:27:51) Momcozy: To help you out with your baby monitor, could you please share the product model with me? (You can usually find the model number on the bottom of the device or on the packaging box!) This will help me give you the most accurate guidance.\n(15:29:11) Web User 6a02d64f7e51e1e8b395975f: Bmo4\n(15:29:22) Momcozy: Thanks for sharing your BM04 model! For troubleshooting, please try using a confirmed working charging cable and adapter (preferably with a standard 5V output), and test it in a different wall outlet to rule out any power issues. If the problem continues after a factory reset and re-pairing, the next step would be to reach out to our after-sales support for repair or replacement options. If you need the BM04 user manual, it’s available online, and you can always contact support@momcozy.com for further assistance. I couldn’t find specific guidance for a broken wire, but I hope these steps help!\n(15:29:25) Momcozy: Thank you for letting me know about the broken wire on your Momcozy BM04 baby monitor! To help troubleshoot, please try using a different charging cable and adapter (with a standard 5V output), and plug it into another wall outlet to see if that helps. If the issue continues after these steps, don’t worry—just reach out to us and we’ll be happy to assist you further. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n(15:30:06) Web User 6a02d64f7e51e1e8b395975f: I need a replacement wire is possible \n(15:30:11) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 baby monitor. Don’t worry—I’ll arrange for our specialist team to assist you further and make sure you get the help you need!\n(15:30:14) Momcozy: To help us arrange a replacement and get your request to our specialist team quickly, could you please share your order number with me? This will help us assist you even faster!\n(15:30:26) Web User 6a02d64f7e51e1e8b395975f: It has come loose at the top \n(15:30:27) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_7169.jpeg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDHG8GP3QWQY45CNZX0FDQ6/IMG_7169.jpeg\nType: image/jpeg\nSize: 4288980\n(15:30:30) Momcozy: Could you please share your order number with me? This will help us quickly pass your request to our support team and arrange a replacement for you! Thank you so much for your help!\n(15:30:51) Web User 6a02d64f7e51e1e8b395975f: I cannot find the order number \n(15:30:58) Momcozy: An error occurred, please try again later.\n(15:31:11) Web User 6a02d64f7e51e1e8b395975f: I will try and find the order number \n(15:31:18) Momcozy: Is there anything else I can help you with? I’m here for you!\n(15:31:35) Web User 6a02d64f7e51e1e8b395975f: I need a new wire for the bm04 monitor \n(15:31:53) Momcozy: I’m sorry, but this accessory isn’t currently available for separate purchase on our official website. If you could please provide your order number and email address, I’ll connect you with our team to check our internal stock for you!\n(15:31:57) Momcozy: Whenever you find your order number, just let me know! This will help us check our internal stock and get you the replacement you need for your BM04 monitor. I’m here whenever you’re ready!\n(15:34:56) Web User 6a02d64f7e51e1e8b395975f: Can you help me find my order number \n(15:35:00) Momcozy: You can usually find your order number in the confirmation email you received after buying your BM04 monitor, or by checking your order history on the website where you made your purchase. If you ordered from a third-party platform, like Amazon, the order number will be in your account’s order details. If you let me know where you purchased your monitor, I’d be happy to guide you step by step!\n(15:35:28) Web User 6a02d64f7e51e1e8b395975f: Momcozy website\n(15:35:33) Momcozy: If you bought your BM04 monitor on the Momcozy website, you can find your order number in the confirmation email we sent after your purchase. You can also log in to your account on the Momcozy website and check your order history—your order number will be listed there with your past orders. If you’re still having trouble finding it, just let me know and I’ll be happy to help you with other options!\n(15:35:49) Web User 6a02d64f7e51e1e8b395975f: I still can’t find it \n(15:36:00) Momcozy: To help you with your replacement request, could you please share your email address with me? This will allow us to assist you more efficiently!\n(15:36:21) Web User 6a02d64f7e51e1e8b395975f: Olymbioslouis@gmail.com\n(15:36:28) Momcozy: I’m connecting you to one of our customer care specialists now! Please have a photo of the issue ready so we can assist you even faster. Thank you for your patience!\n(15:36:30) Momcozy: Transferring to a human agent.\n(15:36:47) Momcozy Elysia: Hi, thank you for contacting us!💕\n(15:36:54) Web User 6a02d64f7e51e1e8b395975f: Good morning!\n(15:37:09) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n(15:38:13) Momcozy Elysia: Thank you for waiting. We do not have a separate charging cable for this product.\n(15:38:19) Web User 6a02d64f7e51e1e8b395975f: Thank you, I am his after  replacement wire for the bm04 baby monitor, we have only had it under 3 months but I cannot find the order number original email \n(15:38:48) Web User 6a02d64f7e51e1e8b395975f: I wondered if you had any spare that you can post to me as this has become faulty in under 3 months\n(15:39:19) Momcozy Elysia: Did you purchase BM04 from our platform?\n(15:39:25) Web User 6a02d64f7e51e1e8b395975f: Yes \n(15:39:47) Momcozy Elysia: We were unable to verify your order information via your email address olymbioslouis@gmail.com\n(15:40:28) Web User 6a02d64f7e51e1e8b395975f: Can you check llolymbios@gmail.com\n(15:40:34) Momcozy Elysia: Could you please provide us with the full name of your recipient?\n(15:40:40) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios \n(15:40:47) Momcozy Elysia: Okay, please wait a moment.\n(15:40:52) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas way, Wivenhoe CO79HD\n(15:40:58) Web User 6a02d64f7e51e1e8b395975f: is the address \n(15:41:56) Web User 6a02d64f7e51e1e8b395975f: My partner ordered it and cannot remember what email address he used 🫠\n(15:42:07) Momcozy Elysia: We're sorry, we only found your order #JJ1084964, which does not contain BM04.\n(15:43:06) Web User 6a02d64f7e51e1e8b395975f: Oh ok, he must have ordered it from elsewhere, possibly Amazon \n(15:43:28) Web User 6a02d64f7e51e1e8b395975f: Oh he ordered it from Amazon we have found the order now\n(15:43:33) Web User 6a02d64f7e51e1e8b395975f: Can you still help?\n(15:44:47) Momcozy Elysia: Could you please provide the Amazon order number?\n(15:45:43) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_1634.png\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDJC6VABMRJGD71YJ4R4Z5J/IMG_1634.png\nType: image/png\nSize: 478654\n(15:46:05) Momcozy Elysia: Please wait a moment.\n(15:47:07) Momcozy Elysia: Yes, we found it.\n(15:47:29) Momcozy Elysia: Could you describe how you use it? This will help us understand the situation and continuously improve the product.\n(15:47:57) Web User 6a02d64f7e51e1e8b395975f: It is plugged in to the baby’s nursery and we clip it on to the end of his cot \n(15:48:11) Momcozy Elysia: To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n📦 Name:\n📦 Address:\n📦 City:\n📦 State/Province:\n📦 Postal Code:\n📦 Country:\n📦 Phone:\nOnce confirmed, we’ll get your replacement on its way to you! 💌\n(15:48:32) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios\n(15:49:09) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas Way, Wivenhoe, Colchester, ESSEX, CO79HD, UK\n(15:49:17) Web User 6a02d64f7e51e1e8b395975f: 07961601681\n(15:51:13) Momcozy Elysia: Thank you for your patience.\nSince we do not have a separate charging cable available, we have arranged to ship a complete BM04 unit to your address. Our warehouse will process the shipment within 2 business days. As the order has not been dispatched yet, we are unable to provide a tracking number for the time being.\nOnce shipped, as the item is dispatched from our local warehouse, delivery will take 3 to 7 business days. We appreciate your patience.\n(15:51:20) Momcozy Elysia: If you do not receive the replacement within the estimated time frame, please feel free to contact us anytime. We will gladly provide you with the tracking number so you can monitor your shipment.\n(15:51:33) Momcozy Elysia: Please don’t hesitate to reach out if you have any further questions!\n(15:51:47) Web User 6a02d64f7e51e1e8b395975f: Ok thank you so much \n(15:52:39) Momcozy Elysia: You're very welcome! 💕\n(15:52:41) Momcozy Elysia: Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\nI’ll now be closing this chat, but please know that we’re always here if you need any further assistance.\nThank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\nWe’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\nHave a wonderful day ahead!",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(15:27:12) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">IBCLC(LACTATION CONSULTATION AND MATERNAL &amp; INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n<br>(15:27:23) Web User 6a02d64f7e51e1e8b395975f: After-sales service\n<br>(15:27:28) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n<br>(15:27:44) Web User 6a02d64f7e51e1e8b395975f: Broken wire for baby monitor \n<br>(15:27:51) Momcozy: To help you out with your baby monitor, could you please share the product model with me? (You can usually find the model number on the bottom of the device or on the packaging box!) This will help me give you the most accurate guidance.\n<br>(15:29:11) Web User 6a02d64f7e51e1e8b395975f: Bmo4\n<br>(15:29:22) Momcozy: Thanks for sharing your BM04 model! For troubleshooting, please try using a confirmed working charging cable and adapter (preferably with a standard 5V output), and test it in a different wall outlet to rule out any power issues. If the problem continues after a factory reset and re-pairing, the next step would be to reach out to our after-sales support for repair or replacement options. If you need the BM04 user manual, it’s available online, and you can always contact <a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a> for further assistance. I couldn’t find specific guidance for a broken wire, but I hope these steps help!\n<br>(15:29:25) Momcozy: Thank you for letting me know about the broken wire on your Momcozy BM04 baby monitor! To help troubleshoot, please try using a different charging cable and adapter (with a standard 5V output), and plug it into another wall outlet to see if that helps. If the issue continues after these steps, don’t worry—just reach out to us and we’ll be happy to assist you further. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n<br>(15:30:06) Web User 6a02d64f7e51e1e8b395975f: I need a replacement wire is possible \n<br>(15:30:11) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 baby monitor. Don’t worry—I’ll arrange for our specialist team to assist you further and make sure you get the help you need!\n<br>(15:30:14) Momcozy: To help us arrange a replacement and get your request to our specialist team quickly, could you please share your order number with me? This will help us assist you even faster!\n<br>(15:30:26) Web User 6a02d64f7e51e1e8b395975f: It has come loose at the top \n<br>(15:30:27) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_7169.jpeg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRDHG8GP3QWQY45CNZX0FDQ6/IMG_7169.jpeg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRDHG8GP3QWQY45CNZX0FDQ6/IMG_7169.jpeg</a>\n<br>Type: image/jpeg\n<br>Size: 4288980\n<br>(15:30:30) Momcozy: Could you please share your order number with me? This will help us quickly pass your request to our support team and arrange a replacement for you! Thank you so much for your help!\n<br>(15:30:51) Web User 6a02d64f7e51e1e8b395975f: I cannot find the order number \n<br>(15:30:58) Momcozy: An error occurred, please try again later.\n<br>(15:31:11) Web User 6a02d64f7e51e1e8b395975f: I will try and find the order number \n<br>(15:31:18) Momcozy: Is there anything else I can help you with? I’m here for you!\n<br>(15:31:35) Web User 6a02d64f7e51e1e8b395975f: I need a new wire for the bm04 monitor \n<br>(15:31:53) Momcozy: I’m sorry, but this accessory isn’t currently available for separate purchase on our official website. If you could please provide your order number and email address, I’ll connect you with our team to check our internal stock for you!\n<br>(15:31:57) Momcozy: Whenever you find your order number, just let me know! This will help us check our internal stock and get you the replacement you need for your BM04 monitor. I’m here whenever you’re ready!\n<br>(15:34:56) Web User 6a02d64f7e51e1e8b395975f: Can you help me find my order number \n<br>(15:35:00) Momcozy: You can usually find your order number in the confirmation email you received after buying your BM04 monitor, or by checking your order history on the website where you made your purchase. If you ordered from a third-party platform, like Amazon, the order number will be in your account’s order details. If you let me know where you purchased your monitor, I’d be happy to guide you step by step!\n<br>(15:35:28) Web User 6a02d64f7e51e1e8b395975f: Momcozy website\n<br>(15:35:33) Momcozy: If you bought your BM04 monitor on the Momcozy website, you can find your order number in the confirmation email we sent after your purchase. You can also log in to your account on the Momcozy website and check your order history—your order number will be listed there with your past orders. If you’re still having trouble finding it, just let me know and I’ll be happy to help you with other options!\n<br>(15:35:49) Web User 6a02d64f7e51e1e8b395975f: I still can’t find it \n<br>(15:36:00) Momcozy: To help you with your replacement request, could you please share your email address with me? This will allow us to assist you more efficiently!\n<br>(15:36:21) Web User 6a02d64f7e51e1e8b395975f: <a href=\"mailto:Olymbioslouis@gmail.com\" rel=\"noreferrer\">Olymbioslouis@gmail.com</a>\n<br>(15:36:28) Momcozy: I’m connecting you to one of our customer care specialists now! Please have a photo of the issue ready so we can assist you even faster. Thank you for your patience!\n<br>(15:36:30) Momcozy: Transferring to a human agent.\n<br>(15:36:47) Momcozy Elysia: Hi, thank you for contacting us!💕\n<br>(15:36:54) Web User 6a02d64f7e51e1e8b395975f: Good morning!\n<br>(15:37:09) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n<br>(15:38:13) Momcozy Elysia: Thank you for waiting. We do not have a separate charging cable for this product.\n<br>(15:38:19) Web User 6a02d64f7e51e1e8b395975f: Thank you, I am his after  replacement wire for the bm04 baby monitor, we have only had it under 3 months but I cannot find the order number original email \n<br>(15:38:48) Web User 6a02d64f7e51e1e8b395975f: I wondered if you had any spare that you can post to me as this has become faulty in under 3 months\n<br>(15:39:19) Momcozy Elysia: Did you purchase BM04 from our platform?\n<br>(15:39:25) Web User 6a02d64f7e51e1e8b395975f: Yes \n<br>(15:39:47) Momcozy Elysia: We were unable to verify your order information via your email address <a href=\"mailto:olymbioslouis@gmail.com\" rel=\"noreferrer\">olymbioslouis@gmail.com</a>\n<br>(15:40:28) Web User 6a02d64f7e51e1e8b395975f: Can you check <a href=\"mailto:llolymbios@gmail.com\" rel=\"noreferrer\">llolymbios@gmail.com</a>\n<br>(15:40:34) Momcozy Elysia: Could you please provide us with the full name of your recipient?\n<br>(15:40:40) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios \n<br>(15:40:47) Momcozy Elysia: Okay, please wait a moment.\n<br>(15:40:52) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas way, Wivenhoe CO79HD\n<br>(15:40:58) Web User 6a02d64f7e51e1e8b395975f: is the address \n<br>(15:41:56) Web User 6a02d64f7e51e1e8b395975f: My partner ordered it and cannot remember what email address he used 🫠\n<br>(15:42:07) Momcozy Elysia: We're sorry, we only found your order #JJ1084964, which does not contain BM04.\n<br>(15:43:06) Web User 6a02d64f7e51e1e8b395975f: Oh ok, he must have ordered it from elsewhere, possibly Amazon \n<br>(15:43:28) Web User 6a02d64f7e51e1e8b395975f: Oh he ordered it from Amazon we have found the order now\n<br>(15:43:33) Web User 6a02d64f7e51e1e8b395975f: Can you still help?\n<br>(15:44:47) Momcozy Elysia: Could you please provide the Amazon order number?\n<br>(15:45:43) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_1634.png\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRDJC6VABMRJGD71YJ4R4Z5J/IMG_1634.png\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRDJC6VABMRJGD71YJ4R4Z5J/IMG_1634.png</a>\n<br>Type: image/png\n<br>Size: 478654\n<br>(15:46:05) Momcozy Elysia: Please wait a moment.\n<br>(15:47:07) Momcozy Elysia: Yes, we found it.\n<br>(15:47:29) Momcozy Elysia: Could you describe how you use it? This will help us understand the situation and continuously improve the product.\n<br>(15:47:57) Web User 6a02d64f7e51e1e8b395975f: It is plugged in to the baby’s nursery and we clip it on to the end of his cot \n<br>(15:48:11) Momcozy Elysia: To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n<br>📦 Name:\n<br>📦 Address:\n<br>📦 City:\n<br>📦 State/Province:\n<br>📦 Postal Code:\n<br>📦 Country:\n<br>📦 Phone:\n<br>Once confirmed, we’ll get your replacement on its way to you! 💌\n<br>(15:48:32) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios\n<br>(15:49:09) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas Way, Wivenhoe, Colchester, ESSEX, CO79HD, UK\n<br>(15:49:17) Web User 6a02d64f7e51e1e8b395975f: 07961601681\n<br>(15:51:13) Momcozy Elysia: Thank you for your patience.\n<br>Since we do not have a separate charging cable available, we have arranged to ship a complete BM04 unit to your address. Our warehouse will process the shipment within 2 business days. As the order has not been dispatched yet, we are unable to provide a tracking number for the time being.\n<br>Once shipped, as the item is dispatched from our local warehouse, delivery will take 3 to 7 business days. We appreciate your patience.\n<br>(15:51:20) Momcozy Elysia: If you do not receive the replacement within the estimated time frame, please feel free to contact us anytime. We will gladly provide you with the tracking number so you can monitor your shipment.\n<br>(15:51:33) Momcozy Elysia: Please don’t hesitate to reach out if you have any further questions!\n<br>(15:51:47) Web User 6a02d64f7e51e1e8b395975f: Ok thank you so much \n<br>(15:52:39) Momcozy Elysia: You're very welcome! 💕\n<br>(15:52:41) Momcozy Elysia: Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n<br>I’ll now be closing this chat, but please know that we’re always here if you need any further assistance.\n<br>Thank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n<br>We’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n<br>Have a wonderful day ahead!</p></div>",
      "plain_body": "(15:27:12) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL &amp; INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(15:27:23) Web User 6a02d64f7e51e1e8b395975f: After-sales service\n\n(15:27:28) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n\n(15:27:44) Web User 6a02d64f7e51e1e8b395975f: Broken wire for baby monitor \n\n(15:27:51) Momcozy: To help you out with your baby monitor, could you please share the product model with me? (You can usually find the model number on the bottom of the device or on the packaging box!) This will help me give you the most accurate guidance.\n\n(15:29:11) Web User 6a02d64f7e51e1e8b395975f: Bmo4\n\n(15:29:22) Momcozy: Thanks for sharing your BM04 model! For troubleshooting, please try using a confirmed working charging cable and adapter (preferably with a standard 5V output), and test it in a different wall outlet to rule out any power issues. If the problem continues after a factory reset and re-pairing, the next step would be to reach out to our after-sales support for repair or replacement options. If you need the BM04 user manual, it’s available online, and you can always contact support@momcozy.com for further assistance. I couldn’t find specific guidance for a broken wire, but I hope these steps help!\n\n(15:29:25) Momcozy: Thank you for letting me know about the broken wire on your Momcozy BM04 baby monitor! To help troubleshoot, please try using a different charging cable and adapter (with a standard 5V output), and plug it into another wall outlet to see if that helps. If the issue continues after these steps, don’t worry—just reach out to us and we’ll be happy to assist you further. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(15:30:06) Web User 6a02d64f7e51e1e8b395975f: I need a replacement wire is possible \n\n(15:30:11) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 baby monitor. Don’t worry—I’ll arrange for our specialist team to assist you further and make sure you get the help you need!\n\n(15:30:14) Momcozy: To help us arrange a replacement and get your request to our specialist team quickly, could you please share your order number with me? This will help us assist you even faster!\n\n(15:30:26) Web User 6a02d64f7e51e1e8b395975f: It has come loose at the top \n\n(15:30:27) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_7169.jpeg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDHG8GP3QWQY45CNZX0FDQ6/IMG_7169.jpeg\n\nType: image/jpeg\n\nSize: 4288980\n\n(15:30:30) Momcozy: Could you please share your order number with me? This will help us quickly pass your request to our support team and arrange a replacement for you! Thank you so much for your help!\n\n(15:30:51) Web User 6a02d64f7e51e1e8b395975f: I cannot find the order number \n\n(15:30:58) Momcozy: An error occurred, please try again later.\n\n(15:31:11) Web User 6a02d64f7e51e1e8b395975f: I will try and find the order number \n\n(15:31:18) Momcozy: Is there anything else I can help you with? I’m here for you!\n\n(15:31:35) Web User 6a02d64f7e51e1e8b395975f: I need a new wire for the bm04 monitor \n\n(15:31:53) Momcozy: I’m sorry, but this accessory isn’t currently available for separate purchase on our official website. If you could please provide your order number and email address, I’ll connect you with our team to check our internal stock for you!\n\n(15:31:57) Momcozy: Whenever you find your order number, just let me know! This will help us check our internal stock and get you the replacement you need for your BM04 monitor. I’m here whenever you’re ready!\n\n(15:34:56) Web User 6a02d64f7e51e1e8b395975f: Can you help me find my order number \n\n(15:35:00) Momcozy: You can usually find your order number in the confirmation email you received after buying your BM04 monitor, or by checking your order history on the website where you made your purchase. If you ordered from a third-party platform, like Amazon, the order number will be in your account’s order details. If you let me know where you purchased your monitor, I’d be happy to guide you step by step!\n\n(15:35:28) Web User 6a02d64f7e51e1e8b395975f: Momcozy website\n\n(15:35:33) Momcozy: If you bought your BM04 monitor on the Momcozy website, you can find your order number in the confirmation email we sent after your purchase. You can also log in to your account on the Momcozy website and check your order history—your order number will be listed there with your past orders. If you’re still having trouble finding it, just let me know and I’ll be happy to help you with other options!\n\n(15:35:49) Web User 6a02d64f7e51e1e8b395975f: I still can’t find it \n\n(15:36:00) Momcozy: To help you with your replacement request, could you please share your email address with me? This will allow us to assist you more efficiently!\n\n(15:36:21) Web User 6a02d64f7e51e1e8b395975f: Olymbioslouis@gmail.com\n\n(15:36:28) Momcozy: I’m connecting you to one of our customer care specialists now! Please have a photo of the issue ready so we can assist you even faster. Thank you for your patience!\n\n(15:36:30) Momcozy: Transferring to a human agent.\n\n(15:36:47) Momcozy Elysia: Hi, thank you for contacting us!💕\n\n(15:36:54) Web User 6a02d64f7e51e1e8b395975f: Good morning!\n\n(15:37:09) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n\n(15:38:13) Momcozy Elysia: Thank you for waiting. We do not have a separate charging cable for this product.\n\n(15:38:19) Web User 6a02d64f7e51e1e8b395975f: Thank you, I am his after  replacement wire for the bm04 baby monitor, we have only had it under 3 months but I cannot find the order number original email \n\n(15:38:48) Web User 6a02d64f7e51e1e8b395975f: I wondered if you had any spare that you can post to me as this has become faulty in under 3 months\n\n(15:39:19) Momcozy Elysia: Did you purchase BM04 from our platform?\n\n(15:39:25) Web User 6a02d64f7e51e1e8b395975f: Yes \n\n(15:39:47) Momcozy Elysia: We were unable to verify your order information via your email address olymbioslouis@gmail.com\n\n(15:40:28) Web User 6a02d64f7e51e1e8b395975f: Can you check llolymbios@gmail.com\n\n(15:40:34) Momcozy Elysia: Could you please provide us with the full name of your recipient?\n\n(15:40:40) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios \n\n(15:40:47) Momcozy Elysia: Okay, please wait a moment.\n\n(15:40:52) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas way, Wivenhoe CO79HD\n\n(15:40:58) Web User 6a02d64f7e51e1e8b395975f: is the address \n\n(15:41:56) Web User 6a02d64f7e51e1e8b395975f: My partner ordered it and cannot remember what email address he used 🫠\n\n(15:42:07) Momcozy Elysia: We're sorry, we only found your order #JJ1084964, which does not contain BM04.\n\n(15:43:06) Web User 6a02d64f7e51e1e8b395975f: Oh ok, he must have ordered it from elsewhere, possibly Amazon \n\n(15:43:28) Web User 6a02d64f7e51e1e8b395975f: Oh he ordered it from Amazon we have found the order now\n\n(15:43:33) Web User 6a02d64f7e51e1e8b395975f: Can you still help?\n\n(15:44:47) Momcozy Elysia: Could you please provide the Amazon order number?\n\n(15:45:43) Web User 6a02d64f7e51e1e8b395975f uploaded: IMG_1634.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDJC6VABMRJGD71YJ4R4Z5J/IMG_1634.png\n\nType: image/png\n\nSize: 478654\n\n(15:46:05) Momcozy Elysia: Please wait a moment.\n\n(15:47:07) Momcozy Elysia: Yes, we found it.\n\n(15:47:29) Momcozy Elysia: Could you describe how you use it? This will help us understand the situation and continuously improve the product.\n\n(15:47:57) Web User 6a02d64f7e51e1e8b395975f: It is plugged in to the baby’s nursery and we clip it on to the end of his cot \n\n(15:48:11) Momcozy Elysia: To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n\n📦 Name:\n\n📦 Address:\n\n📦 City:\n\n📦 State/Province:\n\n📦 Postal Code:\n\n📦 Country:\n\n📦 Phone:\n\nOnce confirmed, we’ll get your replacement on its way to you! 💌\n\n(15:48:32) Web User 6a02d64f7e51e1e8b395975f: Louis Olymbios\n\n(15:49:09) Web User 6a02d64f7e51e1e8b395975f: 27 Lammas Way, Wivenhoe, Colchester, ESSEX, CO79HD, UK\n\n(15:49:17) Web User 6a02d64f7e51e1e8b395975f: 07961601681\n\n(15:51:13) Momcozy Elysia: Thank you for your patience.\n\nSince we do not have a separate charging cable available, we have arranged to ship a complete BM04 unit to your address. Our warehouse will process the shipment within 2 business days. As the order has not been dispatched yet, we are unable to provide a tracking number for the time being.\n\nOnce shipped, as the item is dispatched from our local warehouse, delivery will take 3 to 7 business days. We appreciate your patience.\n\n(15:51:20) Momcozy Elysia: If you do not receive the replacement within the estimated time frame, please feel free to contact us anytime. We will gladly provide you with the tracking number so you can monitor your shipment.\n\n(15:51:33) Momcozy Elysia: Please don’t hesitate to reach out if you have any further questions!\n\n(15:51:47) Web User 6a02d64f7e51e1e8b395975f: Ok thank you so much \n\n(15:52:39) Momcozy Elysia: You're very welcome! 💕\n\n(15:52:41) Momcozy Elysia: Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n\nI’ll now be closing this chat, but please know that we’re always here if you need any further assistance.\n\nThank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n\nWe’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n\nHave a wonderful day ahead!",
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