与 Danielle 的对话

{
  "ticket": {
    "ticket_id": "1251181",
    "subject": "Conversation with Danielle",
    "description": "Conversation with Danielle",
    "status": "solved",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::Air 1",
    "created_at": "2026-05-12T11:03:07Z",
    "updated_at": "2026-05-12T11:51:05Z"
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  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "*isn’t charging all the way and doesn’t show how much milk is in it like the other pump",
    "agents_notes": "*isn’t charging all the way and doesn’t show how much milk is in it like the other pump",
    "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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  "channel_summary": {
    "local_channel": "Agent",
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  "messages": [
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    {
      "conversation_id": "57847848324249",
      "type": "Comment",
      "created_at": "2026-05-12T11:13:54Z",
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      "text": "(18:58:15) 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(18:58:26) Danielle: Other inquiries\n\n(18:58:31) Momcozy: Please tell us what you need help with.\n\n(18:59:02) Danielle: One of my pumps isn’t charging all the way and doesn’t show how much milk is in it like the other pump\n\n(18:59:09) Momcozy: I'm sorry to hear you're having trouble with your pump! To help you out, could you please let me know the model of your Momcozy pump? 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 best guidance possible!\n\n(18:59:43) Danielle: Air 1\n\n(18:59:58) Momcozy: Let’s try a few quick checks for your Air 1 pump! \n\n * Hold the power button for more than 2 seconds to turn it on.\n\n * If your pump is new, check the bottom of the Pump Motor for any protective film and remove it.\n\n * Fully charge the Charging Case until all 4 white lights are on, then remove the Pump Motor, wait 10 seconds, and place it back to see if the motor light turns green.\n\n * Try charging with the magnetic charger directly—if that works, the issue might be with the Charging Case or its accessories.\n\n * Test a different outlet and charging cable, just in case!\n\n * For milk volume, a small difference is normal. The app shows ranges (0, 60, 120, 180 ml).\n\n * Make sure the Milk Collector is firmly attached with all four clips clicked in.\n\n * You can test the sensor by filling the Milk Collector with over 120 ml of water, reattaching it, and checking the app. \n\n If these steps don’t solve it, the guidance recommends reaching out to customer support, especially if there’s any sign of liquid damage.\n\n(19:00:01) Momcozy: Oh no, I’m sorry your Air 1 pump isn’t charging fully or showing the milk volume like the other one! Let’s try a few things together: \n\n * Hold the power button for over 2 seconds to turn it on.\n\n * If it’s new, check for any protective film on the bottom and remove it.\n\n * Fully charge the case until all 4 lights are on, then reinsert the pump motor after 10 seconds to see if the light turns green.\n\n * Try charging with the magnetic charger directly to see if that works.\n\n * Test a different outlet and cable, just in case!\n\n * Make sure the Milk Collector is firmly attached with all four clips. \n\n 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(19:01:34) Danielle: It’s not resolved\n\n(19:01:38) Momcozy: I’m really sorry those steps didn’t fix the issue with your Air 1 pump. Don’t worry—I’ll arrange for our specialist team to help you out from here! We’re here to make sure you get the support you need.\n\n(19:01:42) Momcozy: To help our specialist team support you as quickly as possible, could you please share your order number with me? Thank you so much!\n\n(19:02:30) Danielle: Order # 113-4044525-2863405\n\n(19:02:34) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(19:02:35) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(19:02:35) Danielle: Order was on Amazon\n\n(19:02:44) Danielle: Yes\n\n(19:02:46) Momcozy: How can I help you with your Amazon order or anything else today?\n\n(19:03:02) Danielle: Human customer service\n\n(19:03:05) Momcozy: Transferring to a human agent.\n\n(19:03:21) Momcozy Lisa: Hello😊 \n\n I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need. \n\n Thank you!\n\n(19:03:30) Danielle: Thanks\n\n(19:04:48) Momcozy Lisa: To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n\n(19:05:54) Danielle: It’s not connected already in this app?\n\n(19:06:06) Danielle: I’m currently pumping\n\n(19:06:50) Momcozy Lisa: No worries, you can send the UDI or SN information anytime that’s convenient for you. Just let me know when you have it ready!\n\n(19:07:28) Danielle: AIR1BP334NRDBE1002A653B0F5CC1216173\n\n(19:07:46) Danielle: Is this it?\n\n(19:08:23) Momcozy Lisa: Yes, that’s exactly what we need. Thank you for providing it!\n\n(19:08:30) Danielle: No problem\n\n(19:09:07) Momcozy Lisa: We're truly sorry to hear about the trouble with your pump. Rest assured, we're here to support you and prevent any further delays.\n\n \n\nThis isn't the experience we want for you, so we'll proceed with a replacement for your item. To make sure everything is processed correctly and delivered smoothly, could you please resend your complete shipping address in this format:\n\n \n\n * Full Name:\n\n * Street Address:\n\n * City:\n\n * State/Province:\n\n * Country:\n\n * Zip Code:\n\n * Phone Number:\n\n(19:09:56) Danielle: Danielle Mattos \n\n6536 Graybark Lane \n\nHughson \n\nCa\n\n95326\n\n4085977164\n\n(19:11:55) Momcozy Lisa: Once again, we sincerely apologize for the trouble with your pump. We know how important these devices are for your daily routine, and this is definitely not the experience we want for you.\n\n \n\nPlease rest assured, your replacement pump has been successfully processed. The processing time is typically 1–2 business days, and delivery usually takes 3–7 business days. If you don’t receive your order within this timeframe, please feel free to reach out to us — we’ll gladly provide your tracking information and assist you in monitoring the delivery status.\n\n(19:12:00) Momcozy Lisa: Is there anything else I can assist you with today?\n\n(19:13:26) Danielle: No thank you! I appreciate your help\n\n(19:13:50) Momcozy Lisa: You're very welcome! 🌟\n\n \n\nThank you so much for your cooperation and patience while we worked together to resolve this issue. 💛\n\n \n\nI’ll be closing this chat now, but please remember we’re always here whenever you need any further assistance.\n\n \n\nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you. 🌷\n\n \n\nIf you have a moment, we’d love to hear your feedback on the help I provided today, as it helps us keep improving our service for you and other moms. 💬\n\n \n\nWishing you a wonderful day ahead!"
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      "created_at": "2026-05-12T11:03:07Z",
      "author_id": "56665989391129",
      "author_name": "Danielle",
      "author_role": "end-user",
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{
  "translated_subject": "与 Danielle 的对话",
  "translated_description": "与 Danielle 的对话",
  "translated_agents_notes": "*无法完全充电，且不像另一个吸乳器那样显示储奶量",
  "translated_category_label": "CPI::无法充电",
  "translated_messages": [
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      "created_at": "2026-05-12T11:51:05Z",
      "sender_type": "unknown",
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    {
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      "created_at": "2026-05-12T11:13:54Z",
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      "translated_text": "(18:58:15) Momcozy: 您好，欢迎来到 Momcozy。请选择您需要的支持类型。\n\nIBCLC（哺乳咨询与母婴保健）、BABYMONITOR (BM03/BM04) 固件更新、产品与活动咨询、订单状态与物流问题、售后服务、其他咨询\n\n(18:58:26) Danielle: 其他咨询\n\n(18:58:31) Momcozy: 请告诉我们您需要什么帮助。\n\n(18:59:02) Danielle: 我的一个吸乳器无法完全充电，而且不像另一个吸乳器那样显示奶量。\n\n(18:59:09) Momcozy: 很抱歉听说您的吸乳器出现了问题！为了给您提供帮助，请问您的 Momcozy 吸乳器是什么型号？您通常可以在设备底部或包装盒上找到型号。这将帮助我为您提供最佳指导！\n\n(18:59:43) Danielle: Air 1\n\n(18:59:58) Momcozy: 让我们对您的 Air 1 吸乳器进行一些快速检查！\n\n* 按住电源按钮 2 秒以上将其开启。\n\n* 如果您的吸乳器是全新的，请检查吸乳器马达底部是否有保护膜并将其撕掉。\n\n* 将充电盒完全充电，直到 4 个白灯全亮，然后取出吸乳器马达，等待 10 秒后放回，观察马达指示灯是否变为绿色。\n\n* 尝试直接使用磁吸充电器充电——如果可行，则问题可能出在充电盒或其配件上。\n\n* 尝试使用不同的插座和充电线，以防万一！\n\n* 关于奶量，微小差异是正常的。App 显示范围为 (0, 60, 120, 180 ml)。\n\n* 确保集奶杯安装牢固，四个卡扣均已扣到位。\n\n* 您可以向集奶杯倒入超过 120 ml 的水，重新安装并检查 App 来测试传感器。\n\n如果这些步骤无法解决问题，建议联系客户支持，特别是如果有任何液体损坏的迹象。\n\n(19:00:01) Momcozy: 噢不，我很抱歉您的 Air 1 吸乳器无法完全充电或像另一个那样显示奶量！让我们一起尝试以下操作：\n\n* 按住电源按钮 2 秒以上将其开启。\n\n* 如果是新设备，检查底部是否有保护膜并移除。\n\n* 给充电盒充足电直到 4 灯全亮，10 秒后重新放入马达看灯是否变绿。\n\n* 尝试直接用磁吸充电器充电看是否正常。\n\n* 尝试更换插座和线缆！\n\n* 确保集奶杯四个卡扣全部扣紧。\n\n您可以先尝试这些。如果仍未解决，请随时联系我们，我们将为您执行下一步操作。\n\n(19:01:34) Danielle: 没解决\n\n(19:01:38) Momcozy: 非常抱歉这些步骤没能修复您的 Air 1。别担心——我将安排我们的专家团队从现在起为您提供帮助！我们会确保您获得所需的支持。\n\n(19:01:42) Momcozy: 为了帮助专家团队尽快支持您，能否分享您的订单号？非常感谢！\n\n(19:02:30) Danielle: 订单号 # 113-4044525-2863405\n\n(19:02:34) Momcozy: 很抱歉我们没能找到您需要的答案。您可以尝试询问其他问题或联系客服寻求帮助。\n\n(19:02:35) Momcozy: 您现在需要我为您联系人工客服吗？\n\n是，否\n\n(19:02:35) Danielle: 订单是在亚马逊上的\n\n(19:02:44) Danielle: 是\n\n(19:02:46) Momcozy: 今天我该如何协助您的亚马逊订单或其他事宜？\n\n(19:03:02) Danielle: 人工客服\n\n(19:03:05) Momcozy: 正在为您转接人工客服。\n\n(19:03:21) Momcozy Lisa: 你好😊\n\n希望您今天过得愉快。我很乐意协助您处理任何问题或疑虑。请稍等片刻，我正在收集您需要的信息。\n\n谢谢！\n\n(19:03:30) Danielle: 谢谢\n\n(19:04:48) Momcozy Lisa: 为了更好地分析您遇到的问题，请提供包装盒底部的 UDI（唯一设备标识）信息。您可以扫描包装盒上生产日期和 SN（序列号）旁边的二维码来获取 UDI。如果包装盒已丢弃或盒上没有 UDI 标签，您也可以扫描设备底部的二维码来获取产品的 SN。\n\n(19:05:54) Danielle: App 里还没连接吗？\n\n(19:06:06) Danielle: 我正在吸奶\n\n(19:06:50) Momcozy Lisa: 没关系，您可以在方便的时候随时发送 UDI 或 SN 信息。准备好后请告诉我！\n\n(19:07:28) Danielle: AIR1BP334NRDBE1002A653B0F5CC1216173\n\n(19:07:46) Danielle: 是这个吗？\n\n(19:08:23) Momcozy Lisa: 是的，这正是我们需要的。感谢提供！\n\n(19:08:30) Danielle: 没问题\n\n(19:09:07) Momcozy Lisa: 听到您的吸乳器出现故障，我们深表遗憾。请放心，我们会支持您，避免进一步的延误。\n\n这不是我们希望给您的体验，因此我们将为您办理换货。为确保一切处理正确并顺利送达，请按以下格式重新发送您的完整收货地址：\n\n* 姓名 (Full Name):\n* 街道地址 (Street Address):\n* 城市 (City):\n* 州/省 (State/Province):\n* 国家 (Country):\n* 邮编 (Zip Code):\n* 电话号码 (Phone Number):\n\n(19:09:56) Danielle: Danielle Mattos \n6536 Graybark Lane \nHughson \nCa\n95326\n4085977164\n\n(19:11:55) Momcozy Lisa: 再次为您吸乳器遇到的麻烦表示由衷的歉意。我们知道这些设备对您的日常生活非常重要，这绝对不是我们希望您遇到的体验。\n\n请放心，您的换货吸乳器已成功处理。处理时间通常为 1-2 个工作日，送达通常需要 3-7 个工作日。如果您在此期限内未收到订单，请随时联系我们——我们将乐意提供您的物流单号并协助您监控投递状态。\n\n(19:12:00) Momcozy Lisa: 今天还有什么我可以帮您的吗？\n\n(19:13:26) Danielle: 没有了，谢谢！感谢你的帮助\n\n(19:13:50) Momcozy Lisa: 不客气！🌟\n\n非常感谢您在我们共同解决问题的过程中的配合与耐心。💛\n\n我现在将关闭此对话，但请记住，无论何时您需要进一步帮助，我们都在这里。\n\n感谢选择 Momcozy——我们非常感谢您的宝贵时间和理解，并随时乐意为您提供支持。🌷\n\n如果您有时间，我们很想听听您对我今天服务的评价，这有助于我们为您和其他妈妈不断改进服务。💬\n\n祝您度过美好的一天！"
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    {
      "conversation_id": "57847390951705",
      "created_at": "2026-05-12T11:03:07Z",
      "sender_type": "internal",
      "author_name": "Danielle",
      "channel": "native_messaging",
      "translated_text": "与 Danielle 的对话"
    },
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      "conversation_id": "57847390951577",
      "created_at": "2026-05-12T11:03:07Z",
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  "chinese_reading_text": "【标题】与 Danielle 的对话\n【既有分类】CPI::无法充电\n【产品/渠道】milk pump::Momcozy::Air 1 | Agent 渠道\n【客服备注】*无法完全充电，且不像另一个吸乳器那样显示储奶量\n【描述】与 Danielle 的对话\n\n【会话翻译】\n(18:59:02) 用户: 我的一个吸乳器无法完全充电，而且不像另一个那样显示奶量。\n(18:59:43) 用户提供型号: Air 1\n(18:59:58) 系统/机器人提供了针对 Air 1 的排查步骤，包括长按电源、检查保护膜、充电盒状态、磁吸直充测试及集奶杯安装检查。\n(19:01:34) 用户: 没解决。\n(19:02:30) 用户提供亚马逊订单号: 113-4044525-2863405\n(19:03:21) 客服 Lisa 介入。\n(19:07:28) 用户提供设备 SN/UDI: AIR1BP334NRDBE1002A653B0F5CC1216173\n(19:09:07) 客服 Lisa 承诺办理换货，并请求地址信息。\n(19:09:56) 用户提供地址: Danielle Mattos, 6536 Graybark Lane, Hughson, Ca, 95326, 4085977164\n(19:11:55) 客服确认换货已处理，预计 1-2 工作日处理，3-7 工作日送达。\n(19:13:26) 用户表示感谢并结束会话。",
  "translation_notes": [
    "地址信息按原文保留，仅标注了字段含义以便识别。",
    "SN/UDI 码作为关键排查信息已完整保留。"
  ]
}

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      "body": "(18:58:15) 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(18:58:26) Danielle: Other inquiries\n\n(18:58:31) Momcozy: Please tell us what you need help with.\n\n(18:59:02) Danielle: One of my pumps isn’t charging all the way and doesn’t show how much milk is in it like the other pump\n\n(18:59:09) Momcozy: I'm sorry to hear you're having trouble with your pump! To help you out, could you please let me know the model of your Momcozy pump? 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 best guidance possible!\n\n(18:59:43) Danielle: Air 1\n\n(18:59:58) Momcozy: Let’s try a few quick checks for your Air 1 pump! \n\n  * Hold the power button for more than 2 seconds to turn it on.\n\n * If your pump is new, check the bottom of the Pump Motor for any protective film and remove it.\n\n * Fully charge the Charging Case until all 4 white lights are on, then remove the Pump Motor, wait 10 seconds, and place it back to see if the motor light turns green.\n\n * Try charging with the magnetic charger directly—if that works, the issue might be with the Charging Case or its accessories.\n\n * Test a different outlet and charging cable, just in case!\n\n * For milk volume, a small difference is normal. The app shows ranges (0, 60, 120, 180 ml).\n\n * Make sure the Milk Collector is firmly attached with all four clips clicked in.\n\n * You can test the sensor by filling the Milk Collector with over 120 ml of water, reattaching it, and checking the app. \n\n If these steps don’t solve it, the guidance recommends reaching out to customer support, especially if there’s any sign of liquid damage.\n\n(19:00:01) Momcozy: Oh no, I’m sorry your Air 1 pump isn’t charging fully or showing the milk volume like the other one! Let’s try a few things together: \n\n  * Hold the power button for over 2 seconds to turn it on.\n\n * If it’s new, check for any protective film on the bottom and remove it.\n\n * Fully charge the case until all 4 lights are on, then reinsert the pump motor after 10 seconds to see if the light turns green.\n\n * Try charging with the magnetic charger directly to see if that works.\n\n * Test a different outlet and cable, just in case!\n\n * Make sure the Milk Collector is firmly attached with all four clips. \n\n 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(19:01:34) Danielle: It’s not resolved\n\n(19:01:38) Momcozy: I’m really sorry those steps didn’t fix the issue with your Air 1 pump. Don’t worry—I’ll arrange for our specialist team to help you out from here! We’re here to make sure you get the support you need.\n\n(19:01:42) Momcozy: To help our specialist team support you as quickly as possible, could you please share your order number with me? Thank you so much!\n\n(19:02:30) Danielle: Order # 113-4044525-2863405\n\n(19:02:34) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(19:02:35) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(19:02:35) Danielle: Order was on Amazon\n\n(19:02:44) Danielle: Yes\n\n(19:02:46) Momcozy: How can I help you with your Amazon order or anything else today?\n\n(19:03:02) Danielle: Human customer service\n\n(19:03:05) Momcozy: Transferring to a human agent.\n\n(19:03:21) Momcozy Lisa: Hello😊 \n\n I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need.  \n\n Thank you!\n\n(19:03:30) Danielle: Thanks\n\n(19:04:48) Momcozy Lisa: To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n\n(19:05:54) Danielle: It’s not connected already in this app?\n\n(19:06:06) Danielle: I’m currently pumping\n\n(19:06:50) Momcozy Lisa: No worries, you can send the UDI or SN information anytime that’s convenient for you. Just let me know when you have it ready!\n\n(19:07:28) Danielle: AIR1BP334NRDBE1002A653B0F5CC1216173\n\n(19:07:46) Danielle: Is this it?\n\n(19:08:23) Momcozy Lisa: Yes, that’s exactly what we need. Thank you for providing it!\n\n(19:08:30) Danielle: No problem\n\n(19:09:07) Momcozy Lisa: We're truly sorry to hear about the trouble with your pump. Rest assured, we're here to support you and prevent any further delays.\n\n \n\nThis isn't the experience we want for you, so we'll proceed with a replacement for your item. To make sure everything is processed correctly and delivered smoothly, could you please resend your complete shipping address in this format:\n\n  \n\n  * Full Name:\n\n * Street Address:\n\n * City:\n\n * State/Province:\n\n * Country:\n\n * Zip Code:\n\n * Phone Number:\n\n(19:09:56) Danielle: Danielle Mattos \n\n6536 Graybark Lane \n\nHughson \n\nCa\n\n95326\n\n4085977164\n\n(19:11:55) Momcozy Lisa: Once again, we sincerely apologize for the trouble with your pump. We know how important these devices are for your daily routine, and this is definitely not the experience we want for you.\n\n \n\nPlease rest assured, your replacement pump has been successfully processed. The processing time is typically 1–2 business days, and delivery usually takes 3–7 business days. If you don’t receive your order within this timeframe, please feel free to reach out to us — we’ll gladly provide your tracking information and assist you in monitoring the delivery status.\n\n(19:12:00) Momcozy Lisa: Is there anything else I can assist you with today?\n\n(19:13:26) Danielle: No thank you! I appreciate your help\n\n(19:13:50) Momcozy Lisa: You're very welcome! 🌟\n\n \n\nThank you so much for your cooperation and patience while we worked together to resolve this issue. 💛\n\n \n\nI’ll be closing this chat now, but please remember we’re always here whenever you need any further assistance.\n\n \n\nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you. 🌷\n\n \n\nIf you have a moment, we’d love to hear your feedback on the help I provided today, as it helps us keep improving our service for you and other moms. 💬\n\n \n\nWishing you a wonderful day ahead!",
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      "body": "(18:58:15) 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(18:58:26) Danielle: Other inquiries\n(18:58:31) Momcozy: Please tell us what you need help with.\n(18:59:02) Danielle: One of my pumps isn’t charging all the way and doesn’t show how much milk is in it like the other pump\n(18:59:09) Momcozy: I'm sorry to hear you're having trouble with your pump! To help you out, could you please let me know the model of your Momcozy pump? 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 best guidance possible!\n(18:59:43) Danielle: Air 1\n(18:59:58) Momcozy: Let’s try a few quick checks for your Air 1 pump!\n\n * Hold the power button for more than 2 seconds to turn it on.\n * If your pump is new, check the bottom of the Pump Motor for any protective film and remove it.\n * Fully charge the Charging Case until all 4 white lights are on, then remove the Pump Motor, wait 10 seconds, and place it back to see if the motor light turns green.\n * Try charging with the magnetic charger directly—if that works, the issue might be with the Charging Case or its accessories.\n * Test a different outlet and charging cable, just in case!\n * For milk volume, a small difference is normal. The app shows ranges (0, 60, 120, 180 ml).\n * Make sure the Milk Collector is firmly attached with all four clips clicked in.\n * You can test the sensor by filling the Milk Collector with over 120 ml of water, reattaching it, and checking the app.\n\nIf these steps don’t solve it, the guidance recommends reaching out to customer support, especially if there’s any sign of liquid damage.\n(19:00:01) Momcozy: Oh no, I’m sorry your Air 1 pump isn’t charging fully or showing the milk volume like the other one! Let’s try a few things together:\n\n * Hold the power button for over 2 seconds to turn it on.\n * If it’s new, check for any protective film on the bottom and remove it.\n * Fully charge the case until all 4 lights are on, then reinsert the pump motor after 10 seconds to see if the light turns green.\n * Try charging with the magnetic charger directly to see if that works.\n * Test a different outlet and cable, just in case!\n * Make sure the Milk Collector is firmly attached with all four clips.\n\nYou 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(19:01:34) Danielle: It’s not resolved\n(19:01:38) Momcozy: I’m really sorry those steps didn’t fix the issue with your Air 1 pump. Don’t worry—I’ll arrange for our specialist team to help you out from here! We’re here to make sure you get the support you need.\n(19:01:42) Momcozy: To help our specialist team support you as quickly as possible, could you please share your order number with me? Thank you so much!\n(19:02:30) Danielle: Order # 113-4044525-2863405\n(19:02:34) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n(19:02:35) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(19:02:35) Danielle: Order was on Amazon\n(19:02:44) Danielle: Yes\n(19:02:46) Momcozy: How can I help you with your Amazon order or anything else today?\n(19:03:02) Danielle: Human customer service\n(19:03:05) Momcozy: Transferring to a human agent.\n(19:03:21) Momcozy Lisa: Hello😊\n\nI hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need. \n\nThank you!\n(19:03:30) Danielle: Thanks\n(19:04:48) Momcozy Lisa: To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n(19:05:54) Danielle: It’s not connected already in this app?\n(19:06:06) Danielle: I’m currently pumping\n(19:06:50) Momcozy Lisa: No worries, you can send the UDI or SN information anytime that’s convenient for you. Just let me know when you have it ready!\n(19:07:28) Danielle: AIR1BP334NRDBE1002A653B0F5CC1216173\n(19:07:46) Danielle: Is this it?\n(19:08:23) Momcozy Lisa: Yes, that’s exactly what we need. Thank you for providing it!\n(19:08:30) Danielle: No problem\n(19:09:07) Momcozy Lisa: We're truly sorry to hear about the trouble with your pump. Rest assured, we're here to support you and prevent any further delays.\n \nThis isn't the experience we want for you, so we'll proceed with a replacement for your item. To make sure everything is processed correctly and delivered smoothly, could you please resend your complete shipping address in this format:\n \n\n * Full Name:\n * Street Address:\n * City:\n * State/Province:\n * Country:\n * Zip Code:\n * Phone Number:\n(19:09:56) Danielle: Danielle Mattos \n6536 Graybark Lane \nHughson \nCa\n95326\n4085977164\n(19:11:55) Momcozy Lisa: Once again, we sincerely apologize for the trouble with your pump. We know how important these devices are for your daily routine, and this is definitely not the experience we want for you.\n \nPlease rest assured, your replacement pump has been successfully processed. The processing time is typically 1–2 business days, and delivery usually takes 3–7 business days. If you don’t receive your order within this timeframe, please feel free to reach out to us — we’ll gladly provide your tracking information and assist you in monitoring the delivery status.\n(19:12:00) Momcozy Lisa: Is there anything else I can assist you with today?\n(19:13:26) Danielle: No thank you! I appreciate your help\n(19:13:50) Momcozy Lisa: You're very welcome! 🌟\n \nThank you so much for your cooperation and patience while we worked together to resolve this issue. 💛\n \nI’ll be closing this chat now, but please remember we’re always here whenever you need any further assistance.\n \nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you. 🌷\n \nIf you have a moment, we’d love to hear your feedback on the help I provided today, as it helps us keep improving our service for you and other moms. 💬\n \nWishing you a wonderful day ahead!",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(18:58:15) 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>(18:58:26) Danielle: Other inquiries\n<br>(18:58:31) Momcozy: Please tell us what you need help with.\n<br>(18:59:02) Danielle: One of my pumps isn’t charging all the way and doesn’t show how much milk is in it like the other pump\n<br>(18:59:09) Momcozy: I'm sorry to hear you're having trouble with your pump! To help you out, could you please let me know the model of your Momcozy pump? 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 best guidance possible!\n<br>(18:59:43) Danielle: Air 1\n<br>(18:59:58) Momcozy: Let’s try a few quick checks for your Air 1 pump!</p>\n\n<p dir=\"auto\"> * Hold the power button for more than 2 seconds to turn it on.\n<br> * If your pump is new, check the bottom of the Pump Motor for any protective film and remove it.\n<br> * Fully charge the Charging Case until all 4 white lights are on, then remove the Pump Motor, wait 10 seconds, and place it back to see if the motor light turns green.\n<br> * Try charging with the magnetic charger directly—if that works, the issue might be with the Charging Case or its accessories.\n<br> * Test a different outlet and charging cable, just in case!\n<br> * For milk volume, a small difference is normal. The app shows ranges (0, 60, 120, 180 ml).\n<br> * Make sure the Milk Collector is firmly attached with all four clips clicked in.\n<br> * You can test the sensor by filling the Milk Collector with over 120 ml of water, reattaching it, and checking the app.</p>\n\n<p dir=\"auto\">If these steps don’t solve it, the guidance recommends reaching out to customer support, especially if there’s any sign of liquid damage.\n<br>(19:00:01) Momcozy: Oh no, I’m sorry your Air 1 pump isn’t charging fully or showing the milk volume like the other one! Let’s try a few things together:</p>\n\n<p dir=\"auto\"> * Hold the power button for over 2 seconds to turn it on.\n<br> * If it’s new, check for any protective film on the bottom and remove it.\n<br> * Fully charge the case until all 4 lights are on, then reinsert the pump motor after 10 seconds to see if the light turns green.\n<br> * Try charging with the magnetic charger directly to see if that works.\n<br> * Test a different outlet and cable, just in case!\n<br> * Make sure the Milk Collector is firmly attached with all four clips.</p>\n\n<p dir=\"auto\">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>(19:01:34) Danielle: It’s not resolved\n<br>(19:01:38) Momcozy: I’m really sorry those steps didn’t fix the issue with your Air 1 pump. Don’t worry—I’ll arrange for our specialist team to help you out from here! We’re here to make sure you get the support you need.\n<br>(19:01:42) Momcozy: To help our specialist team support you as quickly as possible, could you please share your order number with me? Thank you so much!\n<br>(19:02:30) Danielle: Order # 113-4044525-2863405\n<br>(19:02:34) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n<br>(19:02:35) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(19:02:35) Danielle: Order was on Amazon\n<br>(19:02:44) Danielle: Yes\n<br>(19:02:46) Momcozy: How can I help you with your Amazon order or anything else today?\n<br>(19:03:02) Danielle: Human customer service\n<br>(19:03:05) Momcozy: Transferring to a human agent.\n<br>(19:03:21) Momcozy Lisa: Hello😊</p>\n\n<p dir=\"auto\">I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need.&nbsp;</p>\n\n<p dir=\"auto\">Thank you!\n<br>(19:03:30) Danielle: Thanks\n<br>(19:04:48) Momcozy Lisa: To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n<br>(19:05:54) Danielle: It’s not connected already in this app?\n<br>(19:06:06) Danielle: I’m currently pumping\n<br>(19:06:50) Momcozy Lisa: No worries, you can send the UDI or SN information anytime that’s convenient for you. Just let me know when you have it ready!\n<br>(19:07:28) Danielle: AIR1BP334NRDBE1002A653B0F5CC1216173\n<br>(19:07:46) Danielle: Is this it?\n<br>(19:08:23) Momcozy Lisa: Yes, that’s exactly what we need. Thank you for providing it!\n<br>(19:08:30) Danielle: No problem\n<br>(19:09:07) Momcozy Lisa: We're truly sorry to hear about the trouble with your pump. Rest assured, we're here to support you and prevent any further delays.\n<br>&nbsp;\n<br>This isn't the experience we want for you, so we'll proceed with a replacement for your item. To make sure everything is processed correctly and delivered smoothly, could you please resend your complete shipping address in this format:\n<br>&nbsp;</p>\n\n<p dir=\"auto\"> * Full Name:\n<br> * Street Address:\n<br> * City:\n<br> * State/Province:\n<br> * Country:\n<br> * Zip Code:\n<br> * Phone Number:\n<br>(19:09:56) Danielle: Danielle Mattos \n<br>6536 Graybark Lane \n<br>Hughson \n<br>Ca\n<br>95326\n<br>4085977164\n<br>(19:11:55) Momcozy Lisa: Once again, we sincerely apologize for the trouble with your pump. We know how important these devices are for your daily routine, and this is definitely not the experience we want for you.\n<br>&nbsp;\n<br>Please rest assured, your replacement pump has been successfully processed. The processing time is typically 1–2 business days, and delivery usually takes 3–7 business days. If you don’t receive your order within this timeframe, please feel free to reach out to us — we’ll gladly provide your tracking information and assist you in monitoring the delivery status.\n<br>(19:12:00) Momcozy Lisa: Is there anything else I can assist you with today?\n<br>(19:13:26) Danielle: No thank you! I appreciate your help\n<br>(19:13:50) Momcozy Lisa: You're very welcome! 🌟\n<br>&nbsp;\n<br>Thank you so much for your cooperation and patience while we worked together to resolve this issue. 💛\n<br>&nbsp;\n<br>I’ll be closing this chat now, but please remember we’re always here whenever you need any further assistance.\n<br>&nbsp;\n<br>Thank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you. 🌷\n<br>&nbsp;\n<br>If you have a moment, we’d love to hear your feedback on the help I provided today, as it helps us keep improving our service for you and other moms. 💬\n<br>&nbsp;\n<br>Wishing you a wonderful day ahead!</p></div>",
      "plain_body": "(18:58:15) 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(18:58:26) Danielle: Other inquiries\n\n(18:58:31) Momcozy: Please tell us what you need help with.\n\n(18:59:02) Danielle: One of my pumps isn’t charging all the way and doesn’t show how much milk is in it like the other pump\n\n(18:59:09) Momcozy: I'm sorry to hear you're having trouble with your pump! To help you out, could you please let me know the model of your Momcozy pump? 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 best guidance possible!\n\n(18:59:43) Danielle: Air 1\n\n(18:59:58) Momcozy: Let’s try a few quick checks for your Air 1 pump! \n\n  * Hold the power button for more than 2 seconds to turn it on.\n\n * If your pump is new, check the bottom of the Pump Motor for any protective film and remove it.\n\n * Fully charge the Charging Case until all 4 white lights are on, then remove the Pump Motor, wait 10 seconds, and place it back to see if the motor light turns green.\n\n * Try charging with the magnetic charger directly—if that works, the issue might be with the Charging Case or its accessories.\n\n * Test a different outlet and charging cable, just in case!\n\n * For milk volume, a small difference is normal. The app shows ranges (0, 60, 120, 180 ml).\n\n * Make sure the Milk Collector is firmly attached with all four clips clicked in.\n\n * You can test the sensor by filling the Milk Collector with over 120 ml of water, reattaching it, and checking the app. \n\n If these steps don’t solve it, the guidance recommends reaching out to customer support, especially if there’s any sign of liquid damage.\n\n(19:00:01) Momcozy: Oh no, I’m sorry your Air 1 pump isn’t charging fully or showing the milk volume like the other one! Let’s try a few things together: \n\n  * Hold the power button for over 2 seconds to turn it on.\n\n * If it’s new, check for any protective film on the bottom and remove it.\n\n * Fully charge the case until all 4 lights are on, then reinsert the pump motor after 10 seconds to see if the light turns green.\n\n * Try charging with the magnetic charger directly to see if that works.\n\n * Test a different outlet and cable, just in case!\n\n * Make sure the Milk Collector is firmly attached with all four clips. \n\n 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(19:01:34) Danielle: It’s not resolved\n\n(19:01:38) Momcozy: I’m really sorry those steps didn’t fix the issue with your Air 1 pump. Don’t worry—I’ll arrange for our specialist team to help you out from here! We’re here to make sure you get the support you need.\n\n(19:01:42) Momcozy: To help our specialist team support you as quickly as possible, could you please share your order number with me? Thank you so much!\n\n(19:02:30) Danielle: Order # 113-4044525-2863405\n\n(19:02:34) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(19:02:35) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(19:02:35) Danielle: Order was on Amazon\n\n(19:02:44) Danielle: Yes\n\n(19:02:46) Momcozy: How can I help you with your Amazon order or anything else today?\n\n(19:03:02) Danielle: Human customer service\n\n(19:03:05) Momcozy: Transferring to a human agent.\n\n(19:03:21) Momcozy Lisa: Hello😊 \n\n I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need.&nbsp; \n\n Thank you!\n\n(19:03:30) Danielle: Thanks\n\n(19:04:48) Momcozy Lisa: To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n\n(19:05:54) Danielle: It’s not connected already in this app?\n\n(19:06:06) Danielle: I’m currently pumping\n\n(19:06:50) Momcozy Lisa: No worries, you can send the UDI or SN information anytime that’s convenient for you. Just let me know when you have it ready!\n\n(19:07:28) Danielle: AIR1BP334NRDBE1002A653B0F5CC1216173\n\n(19:07:46) Danielle: Is this it?\n\n(19:08:23) Momcozy Lisa: Yes, that’s exactly what we need. Thank you for providing it!\n\n(19:08:30) Danielle: No problem\n\n(19:09:07) Momcozy Lisa: We're truly sorry to hear about the trouble with your pump. Rest assured, we're here to support you and prevent any further delays.\n\n&nbsp;\n\nThis isn't the experience we want for you, so we'll proceed with a replacement for your item. To make sure everything is processed correctly and delivered smoothly, could you please resend your complete shipping address in this format:\n\n&nbsp; \n\n  * Full Name:\n\n * Street Address:\n\n * City:\n\n * State/Province:\n\n * Country:\n\n * Zip Code:\n\n * Phone Number:\n\n(19:09:56) Danielle: Danielle Mattos \n\n6536 Graybark Lane \n\nHughson \n\nCa\n\n95326\n\n4085977164\n\n(19:11:55) Momcozy Lisa: Once again, we sincerely apologize for the trouble with your pump. We know how important these devices are for your daily routine, and this is definitely not the experience we want for you.\n\n&nbsp;\n\nPlease rest assured, your replacement pump has been successfully processed. The processing time is typically 1–2 business days, and delivery usually takes 3–7 business days. If you don’t receive your order within this timeframe, please feel free to reach out to us — we’ll gladly provide your tracking information and assist you in monitoring the delivery status.\n\n(19:12:00) Momcozy Lisa: Is there anything else I can assist you with today?\n\n(19:13:26) Danielle: No thank you! I appreciate your help\n\n(19:13:50) Momcozy Lisa: You're very welcome! 🌟\n\n&nbsp;\n\nThank you so much for your cooperation and patience while we worked together to resolve this issue. 💛\n\n&nbsp;\n\nI’ll be closing this chat now, but please remember we’re always here whenever you need any further assistance.\n\n&nbsp;\n\nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you. 🌷\n\n&nbsp;\n\nIf you have a moment, we’d love to hear your feedback on the help I provided today, as it helps us keep improving our service for you and other moms. 💬\n\n&nbsp;\n\nWishing you a wonderful day ahead!",
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            "message": "You're very welcome! 🌟\n \nThank you so much for your cooperation and patience while we worked together to resolve this issue. 💛\n \nI’ll be closing this chat now, but please remember we’re always here whenever you need any further assistance.\n \nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you. 🌷\n \nIf you have a moment, we’d love to hear your feedback on the help I provided today, as it helps us keep improving our service for you and other moms. 💬\n \nWishing you a wonderful day ahead!",
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