来自来电者 +1 (757) 773-2706 的语音留言

{
  "ticket": {
    "ticket_id": "1251893",
    "subject": "Voicemail from: Caller +1 (757) 773-2706",
    "description": "Call from: +1 (757) 773-2706\\nTime of call: May 12, 2026 at 3:15:33 PM UTC",
    "status": "solved",
    "priority": "high",
    "product_model": "milk pump::Momcozy::M9",
    "created_at": "2026-05-12T15:16:36Z",
    "updated_at": "2026-05-12T21:13:19Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "Issue Details: return to sender",
    "agents_notes": "Issue Details: return to sender",
    "category_field_id": "34154549939865",
    "category_name": "Orders&Logistics::LI-Package returned to sender",
    "category_value": "orders_logistics__li-package_returned_to_sender",
    "category_zh": "包裹退回寄件人"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 6,
      "voice": 2,
      "sms": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57856916801049",
      "type": "Comment",
      "created_at": "2026-05-12T21:13:19Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "sms",
      "public": false,
      "recording_type": "",
      "text": "We couldn't deliver this message to (757) 773-2706. The number must be in E.164 international number formatting."
    },
    {
      "conversation_id": "57856924086553",
      "type": "Comment",
      "created_at": "2026-05-12T21:13:10Z",
      "author_id": "34818873586969",
      "author_name": "CT-Matthew",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "web",
      "public": true,
      "recording_type": "",
      "text": "Hi,\n \nI hope you're having a great day!\n \nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n \nShould you have any further questions or require additional assistance, please do not hesitate to reach out.\n \nBest regards,\n \nMomcozy Customer Support Team\n \nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n \nIf you are satisfied with the assistance provided and the resolution of your case, we would be very grateful to receive a positive satisfaction rating to help us improve our customer service."
    },
    {
      "conversation_id": "57856936855833",
      "type": "Comment",
      "created_at": "2026-05-12T21:12:36Z",
      "author_id": "34818873586969",
      "author_name": "CT-Matthew",
      "author_role": "agent",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Customer Communications: OB\n \nIssue Details: return to sender \n \nResolution Offered: provide option to cx } accept refund \n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
    },
    {
      "conversation_id": "57856943512473",
      "type": "Comment",
      "created_at": "2026-05-12T21:12:28Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer Tanya purchased an item but the address was auto-populated incorrectly, resulting in the package being sent to the wrong ZIP code. The package was returned to the seller (momcozy) after the post office informed Tanya. Tanya initially considered reshipping but decided to request a refund since the item was meant for a friend in South America. After verifying order number JJ1658275 and the email associated with the order (magalaca_93@hotmail.com), the agent confirmed the item was returned. The agent offered to reship the item with a corrected address or process a full refund; Tanya chose the refund. Payment was made by American Express, which Tanya confirmed was still active for the refund. The agent confirmed the refund would be processed and received within 3 to 5 business days. A confirmation email for the refund will be sent to Tanya, followed by a customer satisfaction survey. No further assistance was requested by the customer; the call concluded amicably. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
    },
    {
      "conversation_id": "57856915631641",
      "type": "Comment",
      "created_at": "2026-05-12T21:12:22Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:00CustomerHello. This is Tanya.00:03AgentHello, ma'am. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding an item that returning. Yes.00:14CustomerI make a purchase a couple weeks ago. Mhmm. When I entered the address, I didn't realize you know, sometimes when you enter the address and the the computer or the AI populate the address for you. Mhmm. So it populate a different ZIP code.00:38CustomerSo you guys send the package to the wrong or to to the wrong address, so it it got back to you guys. The post office contacted me yesterday and tell me that, uh, it got back, and they are gonna send the the package back. So what should I do at this point?01:02AgentFor that 1, ma'am, I can reship you, ma'am, that 1. Could you please give me the order number, ma'am, before I can check your options, ma'am?01:12CustomerYes. Give me 1 second. I don't know if you if we can reship that because that was going to Miami, and somebody was a friend was taking that to South America. So it's not gonna happen again. But maybe we can work in, a a refund.01:31CustomerYou know?01:33AgentOkay.01:36CustomerJust bear with me so I can open this so I can tell you. Okay?01:40AgentOkay. Sure, ma'am.01:41CustomerI have it in my computer. I wasn't ready for you. Sorry. Just bear with me. I'm trying to this computer is not cooperating right now.02:38AgentIt's okay, ma'am. Just take your time, ma'am. No worries. I can wait here in the line.03:41CustomerOkay. I can give you, uh, the confirmation number.03:46AgentMhmm. Yes, I'm ready when you are.03:50CustomerUh, the number sign, JJAsInJacob03:58AgentMhmm.03:58CustomerAnother JAsInJacob04:01AgentMhmm.04:01Customer1658275.04:08AgentOkay. So that is hashtag JJ1658275. Is that correct, ma'am?04:16CustomerCorrect.04:18AgentOkay. Just give me a minute, ma'am, and I will just check your order. Okay?04:22CustomerOkay.04:28AgentOkay, ma'am. Thank you very much, ma'am, for patiently waiting. So I can check that you purchased the m 9, ma'am. And upon checking the tracking information, yes, ma'am, it's already been returned to us. Uh, it's returning to us, ma'am.04:45AgentSo I can do here, ma'am, the option, ma'am, is I can process you a reshipment and change the address, or I will just gonna process you the refund, ma'am. It's up to you.04:56CustomerOkay. Give me 1 second. I will tell you what are we doing.05:01AgentOkay.05:18CustomerBecause if we send we process to ship it again, it's gonna take probably another couple weeks. Correct?05:26AgentThat will take 3 to 7 business days, ma'am, to be delivered to your end.05:32CustomerYeah. No. Please can we please go ahead and request a refund?05:39AgentMhmm. Yes, ma'am. For sure. That is an option for you as well. Could you please tell me the email address that associated with the order?05:48CustomerM as in mom, a g a l a c a, uh, _93@Hotmail.com.05:59AgentOkay. Thank you very thank you very much, ma'am, for verifying the email. Could you please tell me if the original payment method is still active?06:09CustomerOkay. Give me a second. Are you gonna need the last 4 numbers?06:30AgentUh, no, ma'am. I just want to know if, uh, the payment method, this is still active, ma'am, so to make sure that you will be receiving it in your end within 3 to 5 business days.06:42CustomerOkay. We pay with an American Express.06:46AgentMhmm. It's okay, ma'am. So if that is still active, ma'am, we can proceed with the refund. Okay. Okay, ma'am.06:58AgentAnd you are just gonna07:00Customergo ahead.07:01AgentMhmm. So I will be proceeding for the full refund, ma'am, of your purchase. You you will be receiving the refund, ma'am, within 3 to 5 business days. Okay?07:12CustomerHow many days?07:14Agent3 to 5 business days.07:18CustomerOkay.07:19AgentOkay. I will be sending you a confirmation email as well, ma'am, so you have a reference regarding the refund, ma'am. Okay?07:28CustomerOkay.07:30AgentOkay. Is there anything else, ma'am, that I could possibly help you or any clarification?07:35CustomerThat will be all.07:37AgentMhmm. Okay. After this call, ma'am, after I send you the the email, ma'am, you will be receiving a short survey. If you are satisfied with the cost with the service, ma'am, that I provided to you, I will be glad if I receive a good satisfaction, ma'am. Okay?07:54CustomerOkay. Thank you so much.07:56AgentOkay. Thank you, ma'am, for your time. Have a good day. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
    },
    {
      "conversation_id": "57856951463577",
      "type": "VoiceComment",
      "created_at": "2026-05-12T21:12:00Z",
      "author_id": "34818873586969",
      "author_name": "CT-Matthew",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "voice",
      "public": true,
      "recording_type": "call",
      "text": "Outbound call to +1 (757) 773-2706\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (757) 773-2706\nTime of call: 2026-05-12 21:03:33 UTC\nCalled by: CT-Matthew\nLength of phone call: 8 minutes, 26 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfceffe5ce7acff47d63f7561678f9e88/twilio/recording"
    },
    {
      "conversation_id": "57853074816665",
      "type": "Comment",
      "created_at": "2026-05-12T15:16:48Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer Gabriela Lama called regarding an order placed last week. The delivery address on the order was incorrect. As a result, the package was returned. The customer did not receive the package. Gabriela requested a callback to either correct the address for re-delivery or to arrange a refund. Callback number provided: (757) 773-2706. No resolution or next steps have been recorded yet. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
    },
    {
      "conversation_id": "57853058495001",
      "type": "Comment",
      "created_at": "2026-05-12T15:16:46Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:01CustomerHi there. I made a a inquiry. Actually, I purchased last week. Somehow, uh, the address got wrong, and, uh, my package has been returned. So I need somebody to please give me a callback to see if I can fix the address or if I could get my money returned.00:17CustomerThe phone number is (757) 773-2706. This is Gabriela Lama. Again, the phone number is (757) 773-2706. I never received the package. Thank you.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
    },
    {
      "conversation_id": "57853087470617",
      "type": "VoiceComment",
      "created_at": "2026-05-12T15:16:36Z",
      "author_id": "57853087431705",
      "author_name": "Caller +1 (757) 773-2706",
      "author_role": "end-user",
      "sender_type": "customer",
      "channel": "voice",
      "public": true,
      "recording_type": "voicemail",
      "text": "Voicemail from +1 (757) 773-2706\nCall Details:\n\nCall from: +1 (757) 773-2706\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 15:15:33 UTC\nLocation: Norfolk, Virginia, United States\nAnswered by: Unknown\nLength of phone call: 1 minute, 1 second\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe0e121c7447ef4a0df6a8e8e859d3879/twilio/voicemail/recording"
    }
  ]
}

{
  "translated_subject": "来自来电者 +1 (757) 773-2706 的语音留言",
  "translated_description": "来自：+1 (757) 773-2706 的电话\n通话时间：2026年5月12日 下午3:15:33 UTC",
  "translated_agents_notes": "问题详情：退回寄件人",
  "translated_category_label": "订单与物流::包裹退回寄件人",
  "translated_messages": [
    {
      "conversation_id": "57856916801049",
      "created_at": "2026-05-12T21:13:19Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "sms",
      "translated_text": "我们无法将此消息发送至 (757) 773-2706。该号码必须符合 E.164 国际号码格式。"
    },
    {
      "conversation_id": "57856924086553",
      "created_at": "2026-05-12T21:13:10Z",
      "sender_type": "agent",
      "author_name": "CT-Matthew",
      "channel": "web",
      "translated_text": "您好，\n \n希望您今天过得愉快！\n \n已为您提交退款申请，预计在 3-5 个工作日内收到。退款将原路退回至您购买时使用的付款方式。\n \n如果您有任何进一步的问题或需要额外协助，请随时联系我们。\n \n顺颂商祺，\n \nMomcozy 客服团队\n \n请注意：系统可能会自动关闭您的工单，但请不必担心。工单关闭并不意味着您的问题已解决。如果您有任何问题或疑虑，欢迎随时联系我们。\n \n如果您对提供的协助和案件解决结果感到满意，若能收到您的正面好评，我们将不胜感激，这将帮助我们改进客户服务。"
    },
    {
      "conversation_id": "57856936855833",
      "created_at": "2026-05-12T21:12:36Z",
      "sender_type": "internal",
      "author_name": "CT-Matthew",
      "channel": "web",
      "translated_text": "客户沟通：外呼 (OB)\n \n问题详情：退回寄件人 \n \n提供的解决方案：为客户提供选项 } 接受退款 \n \n客户响应：同意\n \n后续行动：无\n \n升级详情：不适用"
    },
    {
      "conversation_id": "57856943512473",
      "created_at": "2026-05-12T21:12:28Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n客户 Tanya 购买了商品，但地址被自动填写错误，导致包裹被发送到错误的邮编。在邮局告知 Tanya 后，包裹已退回给卖家 (Momcozy)。Tanya 最初考虑重发，但由于该商品是送给南美洲朋友的，最终决定申请退款。在核实订单号 JJ1658275 和关联邮箱 (magalaca_93@hotmail.com) 后，客服确认商品已退回。客服提供了重发至正确地址或全额退款的选项；Tanya 选择了退款。付款方式为美国运通 (American Express)，Tanya 确认该卡仍处于活跃状态可接收退款。客服确认退款将在 3 至 5 个工作日内处理并到账。退款确认邮件将发送给 Tanya，随后会发送客户满意度调查。客户未要求进一步协助；通话友好结束。\n如果您从此评论中编辑任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57856915631641",
      "created_at": "2026-05-12T21:12:22Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话记录：\n00:00 客户：你好。我是 Tanya。\n00:03 客服：您好，女士。下午好。我是来自 Momcozy 的 Matt，给您回电。您之前给我们留了语音留言，是关于包裹退回的事情。是的。\n00:14 客户：我几周前买了一件商品。嗯。当我输入地址时，我没意识到，你知道，有时候当你输入地址，电脑或 AI 会自动为你填充地址。嗯。结果它填充了一个不同的邮编。\n00:38 客户：所以你们把包裹发到了错误的地址，然后它又退回给你们了。邮局昨天联系我，告诉我包裹退回了，他们会把包裹发回去。这种情况下我该怎么办？\n01:02 客服：关于那个，女士，我可以为您重发。在查看您的可选方案前，能请您提供一下订单号吗，女士？\n01:12 客户：好的。请等一下。我不知道我们是否还能重发，因为原本是要发往迈阿密的，有个朋友要带去南美洲。所以赶不上了。但也许我们可以办理退款。\n01:31 客户：你明白吗？\n01:33 客服：好的。\n01:36 客户：请耐心等我一下，我打开电脑查一下告诉你。好吗？\n01:40 客服：好的。没问题，女士。\n01:41 客户：我电脑上有。我还没准备好。抱歉。请等一下。我在试着打开，这台电脑现在不太配合。\n02:38 客服：没关系，女士。请慢慢来。别担心。我可以在线等。\n03:41 客户：好的。我可以给你确认号。\n03:46 客服：嗯。好的，您准备好了我就记。\n03:50 客户：呃，井号键，JJ，J 代表 Jacob。\n03:58 客服：嗯。\n03:58 客户：另一个 J 代表 Jacob。\n04:01 客服：嗯。\n04:01 客户：1658275。\n04:08 客服：好的。所以是 #JJ1658275。对吗，女士？\n04:16 客户：正确。\n04:18 客服：好的。请稍等一分钟，女士，我查一下您的订单。好吗？\n04:22 客户：好的。\n04:28 客服：好的，女士。非常感谢您的耐心等待。我查到您购买的是 M9，女士。查看物流信息后确认，是的，女士，包裹已经退回给我们了。正在退回途中。\n04:45 客服：所以我这边可以提供的选项是，我可以为您处理重发并更改地址，或者我就为您办理退款。由您决定。\n04:56 客户：好的。等我一下。我告诉你我们要怎么做。\n05:01 客服：好的。\n05:18 客户：因为如果我们重新发货，可能又要花几周时间。对吧？\n05:26 客服：送达您手中通常需要 3 到 7 个工作日，女士。\n05:32 客户：好吧。不，请直接帮我申请退款吧？\n05:39 客服：嗯。好的，女士。当然可以。这也是您的一个选项。能请您告诉我订单关联的电子邮箱地址吗？\n05:48 客户：M 代表 mom，a g a l a c a，下划线 93 @ Hotmail.com。\n05:59 客服：好的。非常感谢您核实邮箱。请问原始付款方式现在是否仍在使用中？\n06:09 客户：好的。等一下。你需要最后 4 位号码吗？\n06:30 客服：呃，不需要，女士。我只是想确认付款方式是否仍然有效，以确保您能在 3 到 5 个工作日内收到退款。\n06:42 客户：好的。我们用的是美国运通卡 (American Express)。\n06:46 客服：嗯。没问题，女士。如果卡片仍然有效，我们就可以办理退款。好的。\n06:58 客服：然后你就...\n07:00 客户：请继续。\n07:01 客服：嗯。所以我会为您处理订单的全额退款，女士。您将在 3 到 5 个工作日内收到退款。好吗？\n07:12 客户：多少天？\n07:14 客服：3 到 5 个工作日。\n07:18 客户：好的。\n07:19 客服：好的。我还会给您发送一封确认邮件，女士，这样您就有退款相关的参考凭据了。好吗？\n07:28 客户：好的。\n07:30 客服：好的。还有其他我可以帮您的吗，或者有任何疑问？\n07:35 客户：就这样了。\n07:37 客服：嗯。好的。通话结束后，女士，在我给您发送邮件后，您会收到一份简短的调查。如果您对我提供的服务感到满意，如果您能给我一个好评，我会很高兴。好吗？\n07:54 客户：好的。非常感谢。\n07:56 客服：好的。女士，感谢您的时间。祝您愉快。再见。\n如果您从此评论中编辑任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57856951463577",
      "created_at": "2026-05-12T21:12:00Z",
      "sender_type": "agent",
      "author_name": "CT-Matthew",
      "channel": "voice",
      "translated_text": "外呼至 +1 (757) 773-2706\n通话详情：\n\n主叫：+1 (619) 848-0676\n被叫：+1 (757) 773-2706\n通话时间：2026-05-12 21:03:33 UTC\n拨打者：CT-Matthew\n通话时长：8分26秒\n收听录音：https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfceffe5ce7acff47d63f7561678f9e88/twilio/recording"
    },
    {
      "conversation_id": "57853074816665",
      "created_at": "2026-05-12T15:16:48Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n客户 Gabriela Lama 来电咨询上周下的订单。订单上的送货地址错误。导致包裹被退回。客户未收到包裹。Gabriela 要求回电，以纠正地址重新配送或安排退款。提供的回电号码：(757) 773-2706。尚未记录解决方案或下一步行动。\n如果您从此评论中编辑任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57853058495001",
      "created_at": "2026-05-12T15:16:46Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话记录：\n00:01 客户：你好。我做了一个咨询。实际上，我上周买了东西。不知怎么的，地址写错了，我的包裹被退回了。所以需要有人给我回电，看看我是否可以修改地址，或者是否可以退款。\n00:17 客户：电话号码是 (757) 773-2706。我是 Gabriela Lama。重复一遍，电话号码是 (757) 773-2706。我从未收到包裹。谢谢。\n如果您从此评论中编辑任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57853087470617",
      "created_at": "2026-05-12T15:16:36Z",
      "sender_type": "customer",
      "author_name": "Caller +1 (757) 773-2706",
      "channel": "voice",
      "translated_text": "来自 +1 (757) 773-2706 的语音留言\n通话详情：\n\n主叫：+1 (757) 773-2706\n被叫：+1 (619) 848-0676\n通话时间：2026-05-12 15:15:33 UTC\n地点：美国弗吉尼亚州诺福克 (Norfolk, Virginia)\n接听者：未知\n通话时长：1分1秒\n收听录音：https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe0e121c7447ef4a0df6a8e8e859d3879/twilio/voicemail/recording"
    }
  ],
  "chinese_reading_text": "【标题】：来自来电者 +1 (757) 773-2706 的语音留言\n【既有分类】：订单与物流::包裹退回寄件人\n【产品型号】：milk pump::Momcozy::M9\n【客服备注】：问题详情：退回寄件人\n【描述】：来自：+1 (757) 773-2706 的电话；通话时间：2026年5月12日 下午3:15:33 UTC\n\n【会话详情】：\n1. [2026-05-12 15:16:36] (Customer Voice): 来自 +1 (757) 773-2706 的语音留言，通话时长 1分1秒。\n2. [2026-05-12 15:16:46] (Internal Web): 语音留言记录：客户 Gabriela Lama 反映因地址填写错误导致上周购买的包裹退回，要求回电 (757) 773-2706 处理重发或退款。\n3. [2026-05-12 15:16:48] (Internal Web): 语音摘要：客户 Gabriela Lama 咨询订单地址错误导致包裹退回，要求回电处理。\n4. [2026-05-12 21:12:00] (Agent Voice): 客服 Matt (CT-Matthew) 拨打外呼电话给客户，时长 8分26秒。\n5. [2026-05-12 21:12:22] (Internal Web): 通话记录：客户 Tanya 解释因 AI 自动填充导致邮编错误，包裹已退回卖家。客户提到包裹原计划送往南美洲，但现在时间赶不上，因此在重发与退款间选择了退款。核实订单号为 JJ1658275，型号 M9，邮箱 magalaca_93@hotmail.com。确认退款至美国运通卡。\n6. [2026-05-12 21:12:28] (Internal Web): 通话摘要：确认包裹因地址错误退回，客户 Tanya 放弃重发，选择全额退款。退款 3-5 个工作日到账。\n7. [2026-05-12 21:12:36] (Internal Web): 客服备注：已外呼，提供退款选项，客户接受，无后续待办。\n8. [2026-05-12 21:13:10] (Agent Web): 客服 Matt 发送确认邮件，告知退款已提交，预计 3-5 个工作日原路退回，并提示工单可能系统自动关闭。\n9. [2026-05-12 21:13:19] (Internal SMS): 系统提示无法向 (757) 773-2706 发送短信，号码格式不正确。",
  "translation_notes": [
    "客户在语音留言中自称 Gabriela Lama，但在外呼通话摘要中被称为 Tanya，可能是代称或关联账户名，翻译中均予以保留。",
    "订单号 JJ1658275 和产品型号 M9 已在翻译中明确保留。"
  ]
}

{
  "custom_fields": [
    {
      "id": 32685292044825,
      "value": "shopify_official_web",
      "name": "Shopify::Official web"
    },
    {
      "id": 33749938239513,
      "value": "milk.pump_momcozy_m9_mobile.flow_",
      "name": "milk pump::Momcozy::M9"
    },
    {
      "id": 34029476051481,
      "value": "Issue Details: return to sender"
    },
    {
      "id": 34154549939865,
      "value": "orders_logistics__li-package_returned_to_sender",
      "name": "Orders&Logistics::LI-Package returned to sender"
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  ],
  "custom_status_id": 32358772428057,
  "ticket_id": 1251893,
  "assignee_id": 34818873586969,
  "created": "2026-05-12T15:16:36Z",
  "subject": "Voicemail from: Caller +1 (757) 773-2706",
  "support_type": "Agent",
  "32685292044825": "Shopify::Official web",
  "33749938239513": "milk pump::Momcozy::M9",
  "34029476051481": "Issue Details: return to sender",
  "34154549939865": "Orders&Logistics::LI-Package returned to sender",
  "34154710239001": null,
  "fields": [
    {
      "id": 32685292044825,
      "value": "shopify_official_web",
      "name": "Shopify::Official web"
    },
    {
      "id": 33749938239513,
      "value": "milk.pump_momcozy_m9_mobile.flow_",
      "name": "milk pump::Momcozy::M9"
    },
    {
      "id": 34029476051481,
      "value": "Issue Details: return to sender"
    },
    {
      "id": 34154549939865,
      "value": "orders_logistics__li-package_returned_to_sender",
      "name": "Orders&Logistics::LI-Package returned to sender"
    }
  ],
  "ticket": {
    "id": 1251893,
    "subject": "Voicemail from: Caller +1 (...",
    "description": "Call from: +1 (757) 773-2706\\nTime of call: May 12, 2026 at 3:15:33 PM UTC",
    "is_group_public": true,
    "status": "solved",
    "type": "incident",
    "priority": "high",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1251893.json",
    "custom_status_id": 32358772428057,
    "brand_id": 32404259465241,
    "last_comment": {
      "id": 57856916801049,
      "body": "We couldn't deliver this message to (757) 773-2706. The number must be in E.164 international number formatting.",
      "created_at": "2026-05-12T21:13:19Z",
      "author_id": -1,
      "public": false
    }
  }
}

{
  "conversations": [
    {
      "id": 57856916801049,
      "type": "Comment",
      "author_id": -1,
      "body": "We couldn't deliver this message to (757) 773-2706. The number must be in E.164 international number formatting.",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">We couldn't deliver this message to (757) 773-2706. The number must be in E.164 international number formatting.</div>",
      "plain_body": "We couldn't deliver this message to (757) 773-2706. The number must be in E.164 international number formatting.",
      "public": false,
      "attachments": [],
      "audit_id": 57856916800921,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "sms",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T21:13:19Z",
      "metadata": {
        "system": {
          "client": "sms_service",
          "ip_address": "127.0.0.6"
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        "custom": {}
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    },
    {
      "id": 57856924086553,
      "type": "Comment",
      "author_id": 34818873586969,
      "body": "Hi,\n\nI hope you're having a great day!\n\nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n\nShould you have any further questions or require additional assistance, please do not hesitate to reach out.\n\nBest regards,\n\nMomcozy Customer Support Team\n\n_**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.**_\n\n_**If you are satisfied with the assistance provided and the resolution of your case, we would be very grateful to receive a positive satisfaction rating to help us improve our customer service.**_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi,<br>&nbsp;<br>I hope you're having a great day!<br>&nbsp;<br>A refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.<br>&nbsp;<br>Should you have any further questions or require additional assistance, please do not hesitate to reach out.<br>&nbsp;<br>Best regards,<br>&nbsp;<br>Momcozy Customer Support Team<br>&nbsp;<br><i><strong>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.</strong></i><br>&nbsp;<br><i><strong>If you are satisfied with the assistance provided and the resolution of your case, we would be very grateful to receive a positive satisfaction rating to help us improve our customer service.</strong></i><br></div>",
      "plain_body": "Hi,\n&nbsp;\nI hope you're having a great day!\n&nbsp;\nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n&nbsp;\nShould you have any further questions or require additional assistance, please do not hesitate to reach out.\n&nbsp;\nBest regards,\n&nbsp;\nMomcozy Customer Support Team\n&nbsp;\nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n&nbsp;\nIf you are satisfied with the assistance provided and the resolution of your case, we would be very grateful to receive a positive satisfaction rating to help us improve our customer service.",
      "public": true,
      "attachments": [],
      "audit_id": 57856924086425,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
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        "source": {
          "from": {},
          "to": {
            "address": "magalaca_93@hotmail.com",
            "name": "gabriela"
          },
          "rel": null
        }
      },
      "created_at": "2026-05-12T21:13:10Z",
      "metadata": {
        "system": {
          "client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
          "ip_address": "127.0.0.6",
          "location": "Naga, 05, Philippines",
          "latitude": 13.6166,
          "longitude": 123.1804
        },
        "custom": {}
      }
    },
    {
      "id": 57856936855833,
      "type": "Comment",
      "author_id": 34818873586969,
      "body": "Customer Communications: OB\n\nIssue Details: return to sender\n\nResolution Offered: provide option to cx } accept refund\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: OB<br>&nbsp;<br>Issue Details: return to sender&nbsp;<br>&nbsp;<br>Resolution Offered: provide option to cx } accept refund&nbsp;<br>&nbsp;<br>Customer Responses: Agreed<br>&nbsp;<br>Follow-up Actions: None<br>&nbsp;<br>Escalation Details: N/A<br></div>",
      "plain_body": "Customer Communications: OB\n&nbsp;\nIssue Details: return to sender&nbsp;\n&nbsp;\nResolution Offered: provide option to cx } accept refund&nbsp;\n&nbsp;\nCustomer Responses: Agreed\n&nbsp;\nFollow-up Actions: None\n&nbsp;\nEscalation Details: N/A",
      "public": false,
      "attachments": [],
      "audit_id": 57856936855705,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "web",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T21:12:36Z",
      "metadata": {
        "system": {
          "client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
          "ip_address": "127.0.0.6",
          "location": "Naga, 05, Philippines",
          "latitude": 13.6166,
          "longitude": 123.1804
        },
        "custom": {}
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    },
    {
      "id": 57856943512473,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call summary:**\n\n\n- Customer Tanya purchased an item but the address was auto-populated incorrectly, resulting in the package being sent to the wrong ZIP code.\n- The package was returned to the seller (momcozy) after the post office informed Tanya.\n- Tanya initially considered reshipping but decided to request a refund since the item was meant for a friend in South America.\n- After verifying order number JJ1658275 and the email associated with the order (magalaca_93@hotmail.com), the agent confirmed the item was returned.\n- The agent offered to reship the item with a corrected address or process a full refund; Tanya chose the refund.\n- Payment was made by American Express, which Tanya confirmed was still active for the refund.\n- The agent confirmed the refund would be processed and received within 3 to 5 business days.\n- A confirmation email for the refund will be sent to Tanya, followed by a customer satisfaction survey.\n- No further assistance was requested by the customer; the call concluded amicably.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer Tanya purchased an item but the address was auto-populated incorrectly, resulting in the package being sent to the wrong ZIP code.</li><li>The package was returned to the seller (momcozy) after the post office informed Tanya.</li><li>Tanya initially considered reshipping but decided to request a refund since the item was meant for a friend in South America.</li><li>After verifying order number JJ1658275 and the email associated with the order (magalaca_93@hotmail.com), the agent confirmed the item was returned.</li><li>The agent offered to reship the item with a corrected address or process a full refund; Tanya chose the refund.</li><li>Payment was made by American Express, which Tanya confirmed was still active for the refund.</li><li>The agent confirmed the refund would be processed and received within 3 to 5 business days.</li><li>A confirmation email for the refund will be sent to Tanya, followed by a customer satisfaction survey.</li><li>No further assistance was requested by the customer; the call concluded amicably.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call summary: \n  Customer Tanya purchased an item but the address was auto-populated incorrectly, resulting in the package being sent to the wrong ZIP code.  The package was returned to the seller (momcozy) after the post office informed Tanya.  Tanya initially considered reshipping but decided to request a refund since the item was meant for a friend in South America.  After verifying order number JJ1658275 and the email associated with the order (magalaca_93@hotmail.com), the agent confirmed the item was returned.  The agent offered to reship the item with a corrected address or process a full refund; Tanya chose the refund.  Payment was made by American Express, which Tanya confirmed was still active for the refund.  The agent confirmed the refund would be processed and received within 3 to 5 business days.  A confirmation email for the refund will be sent to Tanya, followed by a customer satisfaction survey.  No further assistance was requested by the customer; the call concluded amicably.  \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
      "public": false,
      "attachments": [],
      "audit_id": 57856931851417,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "web",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T21:12:28Z",
      "metadata": {
        "system": {
          "client": "voice_service",
          "ip_address": "127.0.0.6"
        },
        "custom": {}
      }
    },
    {
      "id": 57856915631641,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:00** **Customer** Hello. This is Tanya.\n**00:03** **Agent** Hello, ma'am. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding an item that returning. Yes.\n**00:14** **Customer** I make a purchase a couple weeks ago. Mhmm. When I entered the address, I didn't realize you know, sometimes when you enter the address and the the computer or the AI populate the address for you. Mhmm. So it populate a different ZIP code.\n**00:38** **Customer** So you guys send the package to the wrong or to to the wrong address, so it it got back to you guys. The post office contacted me yesterday and tell me that, uh, it got back, and they are gonna send the the package back. So what should I do at this point?\n**01:02** **Agent** For that 1, ma'am, I can reship you, ma'am, that 1. Could you please give me the order number, ma'am, before I can check your options, ma'am?\n**01:12** **Customer** Yes. Give me 1 second. I don't know if you if we can reship that because that was going to Miami, and somebody was a friend was taking that to South America. So it's not gonna happen again. But maybe we can work in, a a refund.\n**01:31** **Customer** You know?\n**01:33** **Agent** Okay.\n**01:36** **Customer** Just bear with me so I can open this so I can tell you. Okay?\n**01:40** **Agent** Okay. Sure, ma'am.\n**01:41** **Customer** I have it in my computer. I wasn't ready for you. Sorry. Just bear with me. I'm trying to this computer is not cooperating right now.\n**02:38** **Agent** It's okay, ma'am. Just take your time, ma'am. No worries. I can wait here in the line.\n**03:41** **Customer** Okay. I can give you, uh, the confirmation number.\n**03:46** **Agent** Mhmm. Yes, I'm ready when you are.\n**03:50** **Customer** Uh, the number sign, JJAsInJacob\n**03:58** **Agent** Mhmm.\n**03:58** **Customer** Another JAsInJacob\n**04:01** **Agent** Mhmm.\n**04:01** **Customer** 1658275.\n**04:08** **Agent** Okay. So that is hashtag JJ1658275. Is that correct, ma'am?\n**04:16** **Customer** Correct.\n**04:18** **Agent** Okay. Just give me a minute, ma'am, and I will just check your order. Okay?\n**04:22** **Customer** Okay.\n**04:28** **Agent** Okay, ma'am. Thank you very much, ma'am, for patiently waiting. So I can check that you purchased the m 9, ma'am. And upon checking the tracking information, yes, ma'am, it's already been returned to us. Uh, it's returning to us, ma'am.\n**04:45** **Agent** So I can do here, ma'am, the option, ma'am, is I can process you a reshipment and change the address, or I will just gonna process you the refund, ma'am. It's up to you.\n**04:56** **Customer** Okay. Give me 1 second. I will tell you what are we doing.\n**05:01** **Agent** Okay.\n**05:18** **Customer** Because if we send we process to ship it again, it's gonna take probably another couple weeks. Correct?\n**05:26** **Agent** That will take 3 to 7 business days, ma'am, to be delivered to your end.\n**05:32** **Customer** Yeah. No. Please can we please go ahead and request a refund?\n**05:39** **Agent** Mhmm. Yes, ma'am. For sure. That is an option for you as well. Could you please tell me the email address that associated with the order?\n**05:48** **Customer** M as in mom, a g a l a c a, uh, _93@Hotmail.com.\n**05:59** **Agent** Okay. Thank you very thank you very much, ma'am, for verifying the email. Could you please tell me if the original payment method is still active?\n**06:09** **Customer** Okay. Give me a second. Are you gonna need the last 4 numbers?\n**06:30** **Agent** Uh, no, ma'am. I just want to know if, uh, the payment method, this is still active, ma'am, so to make sure that you will be receiving it in your end within 3 to 5 business days.\n**06:42** **Customer** Okay. We pay with an American Express.\n**06:46** **Agent** Mhmm. It's okay, ma'am. So if that is still active, ma'am, we can proceed with the refund. Okay. Okay, ma'am.\n**06:58** **Agent** And you are just gonna\n**07:00** **Customer** go ahead.\n**07:01** **Agent** Mhmm. So I will be proceeding for the full refund, ma'am, of your purchase. You you will be receiving the refund, ma'am, within 3 to 5 business days. Okay?\n**07:12** **Customer** How many days?\n**07:14** **Agent** 3 to 5 business days.\n**07:18** **Customer** Okay.\n**07:19** **Agent** Okay. I will be sending you a confirmation email as well, ma'am, so you have a reference regarding the refund, ma'am. Okay?\n**07:28** **Customer** Okay.\n**07:30** **Agent** Okay. Is there anything else, ma'am, that I could possibly help you or any clarification?\n**07:35** **Customer** That will be all.\n**07:37** **Agent** Mhmm. Okay. After this call, ma'am, after I send you the the email, ma'am, you will be receiving a short survey. If you are satisfied with the cost with the service, ma'am, that I provided to you, I will be glad if I receive a good satisfaction, ma'am. Okay?\n**07:54** **Customer** Okay. Thank you so much.\n**07:56** **Agent** Okay. Thank you, ma'am, for your time. Have a good day. Bye bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello. This is Tanya.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, ma'am. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding an item that returning. Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I make a purchase a couple weeks ago. Mhmm. When I entered the address, I didn't realize you know, sometimes when you enter the address and the the computer or the AI populate the address for you. Mhmm. So it populate a different ZIP code.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So you guys send the package to the wrong or to to the wrong address, so it it got back to you guys. The post office contacted me yesterday and tell me that, uh, it got back, and they are gonna send the the package back. So what should I do at this point?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">For that 1, ma'am, I can reship you, ma'am, that 1. Could you please give me the order number, ma'am, before I can check your options, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Give me 1 second. I don't know if you if we can reship that because that was going to Miami, and somebody was a friend was taking that to South America. So it's not gonna happen again. But maybe we can work in, a a refund.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You know?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just bear with me so I can open this so I can tell you. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Sure, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I have it in my computer. I wasn't ready for you. Sorry. Just bear with me. I'm trying to this computer is not cooperating right now.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's okay, ma'am. Just take your time, ma'am. No worries. I can wait here in the line.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I can give you, uh, the confirmation number.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Yes, I'm ready when you are.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, the number sign, JJAsInJacob</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Another JAsInJacob</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1658275.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So that is hashtag JJ1658275. Is that correct, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Just give me a minute, ma'am, and I will just check your order. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Thank you very much, ma'am, for patiently waiting. So I can check that you purchased the m 9, ma'am. And upon checking the tracking information, yes, ma'am, it's already been returned to us. Uh, it's returning to us, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So I can do here, ma'am, the option, ma'am, is I can process you a reshipment and change the address, or I will just gonna process you the refund, ma'am. It's up to you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Give me 1 second. I will tell you what are we doing.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Because if we send we process to ship it again, it's gonna take probably another couple weeks. Correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That will take 3 to 7 business days, ma'am, to be delivered to your end.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. No. Please can we please go ahead and request a refund?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Yes, ma'am. For sure. That is an option for you as well. Could you please tell me the email address that associated with the order?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">M as in mom, a g a l a c a, uh, _93@Hotmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you very thank you very much, ma'am, for verifying the email. Could you please tell me if the original payment method is still active?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Give me a second. Are you gonna need the last 4 numbers?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, no, ma'am. I just want to know if, uh, the payment method, this is still active, ma'am, so to make sure that you will be receiving it in your end within 3 to 5 business days.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. We pay with an American Express.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. It's okay, ma'am. So if that is still active, ma'am, we can proceed with the refund. Okay. Okay, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And you are just gonna</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">go ahead.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. So I will be proceeding for the full refund, ma'am, of your purchase. You you will be receiving the refund, ma'am, within 3 to 5 business days. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">How many days?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">3 to 5 business days.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I will be sending you a confirmation email as well, ma'am, so you have a reference regarding the refund, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Is there anything else, ma'am, that I could possibly help you or any clarification?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That will be all.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Okay. After this call, ma'am, after I send you the the email, ma'am, you will be receiving a short survey. If you are satisfied with the cost with the service, ma'am, that I provided to you, I will be glad if I receive a good satisfaction, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am, for your time. Have a good day. Bye bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call transcript: \n00:00CustomerHello. This is Tanya.00:03AgentHello, ma'am. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding an item that returning. Yes.00:14CustomerI make a purchase a couple weeks ago. Mhmm. When I entered the address, I didn't realize you know, sometimes when you enter the address and the the computer or the AI populate the address for you. Mhmm. So it populate a different ZIP code.00:38CustomerSo you guys send the package to the wrong or to to the wrong address, so it it got back to you guys. The post office contacted me yesterday and tell me that, uh, it got back, and they are gonna send the the package back. So what should I do at this point?01:02AgentFor that 1, ma'am, I can reship you, ma'am, that 1. Could you please give me the order number, ma'am, before I can check your options, ma'am?01:12CustomerYes. Give me 1 second. I don't know if you if we can reship that because that was going to Miami, and somebody was a friend was taking that to South America. So it's not gonna happen again. But maybe we can work in, a a refund.01:31CustomerYou know?01:33AgentOkay.01:36CustomerJust bear with me so I can open this so I can tell you. Okay?01:40AgentOkay. Sure, ma'am.01:41CustomerI have it in my computer. I wasn't ready for you. Sorry. Just bear with me. I'm trying to this computer is not cooperating right now.02:38AgentIt's okay, ma'am. Just take your time, ma'am. No worries. I can wait here in the line.03:41CustomerOkay. I can give you, uh, the confirmation number.03:46AgentMhmm. Yes, I'm ready when you are.03:50CustomerUh, the number sign, JJAsInJacob03:58AgentMhmm.03:58CustomerAnother JAsInJacob04:01AgentMhmm.04:01Customer1658275.04:08AgentOkay. So that is hashtag JJ1658275. Is that correct, ma'am?04:16CustomerCorrect.04:18AgentOkay. Just give me a minute, ma'am, and I will just check your order. Okay?04:22CustomerOkay.04:28AgentOkay, ma'am. Thank you very much, ma'am, for patiently waiting. So I can check that you purchased the m 9, ma'am. And upon checking the tracking information, yes, ma'am, it's already been returned to us. Uh, it's returning to us, ma'am.04:45AgentSo I can do here, ma'am, the option, ma'am, is I can process you a reshipment and change the address, or I will just gonna process you the refund, ma'am. It's up to you.04:56CustomerOkay. Give me 1 second. I will tell you what are we doing.05:01AgentOkay.05:18CustomerBecause if we send we process to ship it again, it's gonna take probably another couple weeks. Correct?05:26AgentThat will take 3 to 7 business days, ma'am, to be delivered to your end.05:32CustomerYeah. No. Please can we please go ahead and request a refund?05:39AgentMhmm. Yes, ma'am. For sure. That is an option for you as well. Could you please tell me the email address that associated with the order?05:48CustomerM as in mom, a g a l a c a, uh, _93@Hotmail.com.05:59AgentOkay. Thank you very thank you very much, ma'am, for verifying the email. Could you please tell me if the original payment method is still active?06:09CustomerOkay. Give me a second. Are you gonna need the last 4 numbers?06:30AgentUh, no, ma'am. I just want to know if, uh, the payment method, this is still active, ma'am, so to make sure that you will be receiving it in your end within 3 to 5 business days.06:42CustomerOkay. We pay with an American Express.06:46AgentMhmm. It's okay, ma'am. So if that is still active, ma'am, we can proceed with the refund. Okay. Okay, ma'am.06:58AgentAnd you are just gonna07:00Customergo ahead.07:01AgentMhmm. So I will be proceeding for the full refund, ma'am, of your purchase. You you will be receiving the refund, ma'am, within 3 to 5 business days. Okay?07:12CustomerHow many days?07:14Agent3 to 5 business days.07:18CustomerOkay.07:19AgentOkay. I will be sending you a confirmation email as well, ma'am, so you have a reference regarding the refund, ma'am. Okay?07:28CustomerOkay.07:30AgentOkay. Is there anything else, ma'am, that I could possibly help you or any clarification?07:35CustomerThat will be all.07:37AgentMhmm. Okay. After this call, ma'am, after I send you the the email, ma'am, you will be receiving a short survey. If you are satisfied with the cost with the service, ma'am, that I provided to you, I will be glad if I receive a good satisfaction, ma'am. Okay?07:54CustomerOkay. Thank you so much.07:56AgentOkay. Thank you, ma'am, for your time. Have a good day. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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      "created_at": "2026-05-12T21:12:22Z",
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    {
      "id": 57856951463577,
      "type": "VoiceComment",
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      "data": {
        "from": "+16198480676",
        "to": "+17577732706",
        "recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfceffe5ce7acff47d63f7561678f9e88/twilio/recording",
        "recording_type": "call",
        "recorded": true,
        "recording_consent_action": null,
        "call_id": 57856814032793,
        "call_duration": 506,
        "answered_by_id": 34818873586969,
        "started_at": "2026-05-12T21:03:33Z",
        "location": "",
        "author_id": 34818873586969,
        "public": true,
        "brand_id": 32404259465241,
        "via_id": 35,
        "line_type": "phone",
        "answered_by_name": "CT-Matthew",
        "transcription_status": "completed"
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      "formatted_from": "+1 (619) 848-0676",
      "formatted_to": "+1 (757) 773-2706",
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      "author_id": 34818873586969,
      "body": "Outbound call to +1 (757) 773-2706\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (757) 773-2706\nTime of call: 2026-05-12 21:03:33 UTC\nCalled by: CT-Matthew\nLength of phone call: 8 minutes, 26 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfceffe5ce7acff47d63f7561678f9e88/twilio/recording\n",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +1 (757) 773-2706<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (619) 848-0676<br>\nCall to: +1 (757) 773-2706<br>\nTime of call: 2026-05-12 21:03:33 UTC<br>\nCalled by: CT-Matthew<br>\nLength of phone call: 8 minutes, 26 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfceffe5ce7acff47d63f7561678f9e88/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfceffe5ce7acff47d63f7561678f9e88/twilio/recording</a></p></div>",
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    {
      "id": 57853074816665,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call summary:**\n\n\n- Customer Gabriela Lama called regarding an order placed last week.\n- The delivery address on the order was incorrect.\n- As a result, the package was returned.\n- The customer did not receive the package.\n- Gabriela requested a callback to either correct the address for re-delivery or to arrange a refund.\n- Callback number provided: (757) 773-2706.\n- No resolution or next steps have been recorded yet.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer Gabriela Lama called regarding an order placed last week.</li><li>The delivery address on the order was incorrect.</li><li>As a result, the package was returned.</li><li>The customer did not receive the package.</li><li>Gabriela requested a callback to either correct the address for re-delivery or to arrange a refund.</li><li>Callback number provided: (757) 773-2706.</li><li>No resolution or next steps have been recorded yet.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call summary: \n  Customer Gabriela Lama called regarding an order placed last week.  The delivery address on the order was incorrect.  As a result, the package was returned.  The customer did not receive the package.  Gabriela requested a callback to either correct the address for re-delivery or to arrange a refund.  Callback number provided: (757) 773-2706.  No resolution or next steps have been recorded yet.  \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
      "public": false,
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      "audit_id": 57853026802713,
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      "created_at": "2026-05-12T15:16:48Z",
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      "type": "Comment",
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      "body": "#### **Call transcript:**\n\n\n**00:01** **Customer** Hi there. I made a a inquiry. Actually, I purchased last week. Somehow, uh, the address got wrong, and, uh, my package has been returned. So I need somebody to please give me a callback to see if I can fix the address or if I could get my money returned.\n**00:17** **Customer** The phone number is (757) 773-2706. This is Gabriela Lama. Again, the phone number is (757) 773-2706. I never received the package. Thank you.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi there. I made a a inquiry. Actually, I purchased last week. Somehow, uh, the address got wrong, and, uh, my package has been returned. So I need somebody to please give me a callback to see if I can fix the address or if I could get my money returned.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The phone number is (757) 773-2706. This is Gabriela Lama. Again, the phone number is (757) 773-2706. I never received the package. Thank you.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call transcript: \n00:01CustomerHi there. I made a a inquiry. Actually, I purchased last week. Somehow, uh, the address got wrong, and, uh, my package has been returned. So I need somebody to please give me a callback to see if I can fix the address or if I could get my money returned.00:17CustomerThe phone number is (757) 773-2706. This is Gabriela Lama. Again, the phone number is (757) 773-2706. I never received the package. Thank you.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
      "public": false,
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      "created_at": "2026-05-12T15:16:46Z",
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      "type": "VoiceComment",
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      "data": {
        "from": "+17577732706",
        "to": "+16198480676",
        "recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe0e121c7447ef4a0df6a8e8e859d3879/twilio/voicemail/recording",
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        "started_at": "2026-05-12T15:15:33Z",
        "location": "Norfolk, Virginia, United States",
        "author_id": null,
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        "line_type": "phone",
        "answered_by_name": "Unknown",
        "transcription_status": "completed"
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      "formatted_from": "+1 (757) 773-2706",
      "formatted_to": "+1 (619) 848-0676",
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      "author_id": 57853087431705,
      "body": "Voicemail from +1 (757) 773-2706\nCall Details:\n\nCall from: +1 (757) 773-2706\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 15:15:33 UTC\nLocation: Norfolk, Virginia, United States\nAnswered by: Unknown\nLength of phone call: 1 minute, 1 second\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe0e121c7447ef4a0df6a8e8e859d3879/twilio/voicemail/recording\n",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Voicemail from +1 (757) 773-2706\n<br>Call Details:</p>\n\n<p dir=\"auto\">Call from: +1 (757) 773-2706\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: 2026-05-12 15:15:33 UTC\n<br>Location: Norfolk, Virginia, United States\n<br>Answered by: Unknown\n<br>Length of phone call: 1 minute, 1 second\n<br>Listen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe0e121c7447ef4a0df6a8e8e859d3879/twilio/voicemail/recording\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe0e121c7447ef4a0df6a8e8e859d3879/twilio/voicemail/recording</a></p></div>",
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