与来电者 +1 (650) 270-5060 的通话

{
  "ticket": {
    "ticket_id": "1252184",
    "subject": "Call with Caller +1 (650) 270-5060",
    "description": "Call from: +1 (650) 270-5060\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 4:54:00 PM UTC",
    "status": "open",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::Air 1",
    "created_at": "2026-05-12T16:54:08Z",
    "updated_at": "2026-05-14T01:21:32Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "cx asking for return the item l gift cx provide the email of gift giver and the der number l cx no longer need the breast-pump \n\nmanual return provide the warehouse . tl daven approved",
    "agents_notes": "cx asking for return the item l gift cx provide the email of gift giver and the der number l cx no longer need the breast-pump \n\nmanual return provide the warehouse . tl daven approved",
    "category_field_id": "34154549939865",
    "category_name": "Orders&Logistics::Return-No longer need",
    "category_value": "orders_logistics__return-no_longer_need",
    "category_zh": "不再需要而退货"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 4,
      "voice": 2,
      "email": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57898045783961",
      "type": "Comment",
      "created_at": "2026-05-14T01:21:32Z",
      "author_id": "57854537520025",
      "author_name": "Jessdabit19",
      "author_role": "end-user",
      "sender_type": "customer",
      "channel": "email",
      "public": true,
      "recording_type": "",
      "text": "![](https://rootglobal.zendesk.com/attachments/token/x9WjAoQM8UbD5vDPf2pfleMc5/?name=Image_260513_182107.jpeg)"
    },
    {
      "conversation_id": "57854635986457",
      "type": "Comment",
      "created_at": "2026-05-12T17:12:08Z",
      "author_id": "51946493348505",
      "author_name": "CT-Jona",
      "author_role": "agent",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Customer Communications: ib \nIssue Details: cx asking for return the item l gift cx provide the email of gift giver and the der number l cx no longer need the breast-pump \nResolution Offered: send email to cx\nCustomer Responses: acceptance \nFollow-up Actions: None\nEscalation Details: N/A \n#JJ1383817\nJessdabit19@gmail.com"
    },
    {
      "conversation_id": "57854529415065",
      "type": "Comment",
      "created_at": "2026-05-12T17:07:35Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer called Momcozy to inquire about returning an unused, unopened slim Momcozy breast pump received as a gift from a Babycozy registry. The product was purchased in February, outside the standard 30-day return window. Customer requested refund to original payment method rather than a gift card; acknowledged that refund would go to the gift giver (sister-in-law). Agent initially stated return was not possible due to being outside the return window but later escalated the request to a supervisor. Supervisor approved a one-time courtesy return with refund to original payment method (gift giver). Customer must cover return shipping cost and send photos of the item’s condition before receiving the warehouse return address. Agent will send return instructions and request photo verification via email; customer to confirm when item is shipped for refund processing. Shipping carrier choice is up to the customer (FedEx, UPS, USPS, etc.). Customer provided email to receive instructions and confirmed understanding of the process. Next steps: customer to send item photos, receive return address, ship item, then contact Momcozy to confirm shipment for refund. \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": "57854557752089",
      "type": "Comment",
      "created_at": "2026-05-12T17:07:31Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:00CustomerThen they'll call me back.00:01AgentHi. Thank you for calling momcozy. How can I help you?00:05CustomerHi. I have a question. I got I had a registry through babycozy, and 1 of the products was the slim momcozy breast pumps. Uh-huh. And I unfortunately never used them as I didn't, like, breastfeed.00:23CustomerLike, I was just I didn't I didn't need to. So I was wondering if I could return them. They're unused, and they're still in the box. The seal, I obviously opened the seal, but it's they're not used. They're still in the box.00:38CustomerEverything is in there. It was a gift, though. And I have the tracking code, the number, and everything. Is there any way that I can get my money back, like, on my card and not a gift card? Because I wouldn't need a gift card for, like, $300 from your website.00:54AgentOh, okay. By any chances, ma'am, can you provide to me the order number for me to check whether, like, if we can process, like, a return? Yeah. Yeah. Absolutely.01:05AgentUm, I know it's been a while.01:07CustomerIt's because I did my registry in February, and I just I just recently had my baby, like, a couple weeks ago. But let me give you the number. 1 second.01:17AgentOkay, ma'am.01:19CustomerAlright. The order number is JJ1383817.01:28AgentI'm sorry, ma'am. So it's JJ1383? 8817. 817. Okay, ma'am.01:39AgentI will gonna check this 1, ma'am. But for this 1, ma'am, unfortunately, for the refund, it will gonna be rerouted, ma'am, to the the gift giver, ma'am.01:52CustomerThat's fine.01:52AgentNo worries. And then along with that, ma'am, the item, ma'am, is01:59CustomerThe momcozy fair 1 ultra slim breast pump.02:02AgentUh-huh. Yes, ma'am. For this 1, ma'am, you cannot able to return the item because it's out of the return window, ma'am. We do have a return window, which is 30 days, ma'am. So for this 1, we cannot be able to process a return since it's out of our our return window, ma'am.02:20CustomerIs there any way that you can make this, like, a onetime courtesy? I mean, I've never, like, hadn't like, I just like, I didn't know so it's very expensive product. And Uh-huh. I just had my baby, and I wasn't like, it's not like, I wanted to breastfeed. You know?02:35CustomerUnfortunately, I I just can't. So I just feel like it's a waste of money. Like, it's it's just gonna sit in a box, and I'm gonna throw it away. Like, that's not fair. Like, is there any chance like, can you talk to your manager?02:48CustomerLike02:49AgentOkay. So for this 1, ma'am, I will gonna can you confirm to me first, ma'am, the email that is associated with the order?02:59CustomerThere's I don't know if it's my email or the person that ordered it, but if it's JessDavitt19@Gmail.com. And if it's not that 1 Uh-huh. It's it's a different 1. It might be the gift giver. Give me 1 second.03:12CustomerLet me get her email.03:13AgentOkay, ma'am.03:19CustomerWhere is that email? Let's see. CrystalNguyen000@Gmail.com.03:39AgentOkay, ma'am. Got it. So yes, ma'am. So just to confirm, ma'am, that, um, for this 1, whenever you request for, uh, I will get because I will gonna ask this to our support. Now the refund, ma'am, it will gonna be rerouted to the gift giver.03:56CustomerThat's fine. Okay. Got it. The gift giver is my sister-in-law, so it's okay.04:03AgentOkay, ma'am. So just give me a minute, ma'am. I will gonna ask for the approval of the return. Okay, ma'am? Okay.04:09AgentThank you.06:35CustomerHello? Hello? Hello? Hi, Marissa.07:36AgentSo hello, ma'am. Hi. Yes, ma'am. So for this 1, ma'am, our supervisor or our super after collaborating with our support, they agree on providing you the return. However, ma'am, for this 1, the refund would take to the original payment method, which is to the gift giver.07:58AgentYou will gonna be the 1, ma'am, who will gonna be charging in regards of the shipment return. And kindly provide to me, ma'am, the photo of the item, the status or the physical appearance of the item for us at the moment. And then I will gonna provide to you, ma'am, the warehouse wherein to return the item. Okay? It will gonna be a manual return, ma'am.08:25AgentAnd then, um, the and, um, after that, ma'am, you'll be needing to contact us again once you already once you already shipped the item to our warehouse, ma'am. And then once we verify that the item is on our warehouse, then we will gonna proceed on processing the refund. Okay. Just to make sure that08:47CustomerI'm clear with you. So I'm gonna send you pictures of the item on an email on your email. And then08:54AgentYes, you08:56Customerand then you're gonna send me, like, a QR code or something like the, like, shipping return?09:02AgentYes, ma'am. The address wherein to return the item.09:06CustomerOkay. On that same email. And then I'll I'll ship it, and then you'll refund me once you receive that once you receive the package. Correct?09:13AgentYes, ma'am. So I was gonna send you, ma'am, an email. Can I have your email, ma'am?09:20CustomerYeah. It's jeff,jfromjelly,elikeelephant,slikeSam,anotherslikeSam,dlikeDavid,afromapple,blikeboy,ifromicecream,andtlikeTom,1919@gmail.com.09:42AgentOkay, ma'am. Just stay on the line, ma'am. I will going to send you, ma'am, an email. Okay?09:48CustomerPerfect. Thank you.09:51AgentYou're welcome. So I already sent you, ma'am, an email. Can you check, ma'am, whether you receive it? It's from Jonah.11:55CustomerI just got it. Dear caller, thank you for reaching out to us. We appreciate you bringing this matter to our attention. Sincerely apologize for the inconvenience it may have caused. We are grateful your patience for your patience as we work diligently to resolve your issue.12:07CustomerPlease provide a photograph of the item to be able to proceed okay. Perfect. Accordingly. I'll go ahead and send a picture, and12:14Agentthen Uh-huh.12:15CustomerI'll hear back from you guys about the about the return label. Correct?12:21AgentYes, ma'am. The address, ma'am, where to send the item. Okay. Because we are not an a uh-huh.12:29CustomerRight. Is it, like, FedEx, UPS, USPS?12:32AgentIt depends, ma'am, on your preference what on what the on what, uh, the carrier that you want to send the package to us, ma'am. Okay? Got it. Okay. Sounds good.12:46AgentAgain, ma'am, thank you for having this phone call, and hope you12:48Customerhave a wonderful day, ma'am. Thank you again.12:51AgentBye 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": "57854557010073",
      "type": "VoiceComment",
      "created_at": "2026-05-12T17:07:11Z",
      "author_id": "51946493348505",
      "author_name": "CT-Jona",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "voice",
      "public": true,
      "recording_type": "call",
      "text": "Inbound call from +1 (650) 270-5060\nCall Details:\n\nCall from: +1 (650) 270-5060\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 16:54:00 UTC\nLocation: San bruno, California, United States\nAnswered by: CT-Jona\nLength of phone call: 13 minutes, 10 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA662eb0b7277bb3db8a78a601e9c821da/twilio/call/recording"
    },
    {
      "conversation_id": "57854554029081",
      "type": "Comment",
      "created_at": "2026-05-12T17:05:57Z",
      "author_id": "51946493348505",
      "author_name": "CT-Jona",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "web",
      "public": true,
      "recording_type": "",
      "text": "Dear Caller,\n \nThank you for reaching out to us.\n \nWe appreciate you bringing this matter to our attention and sincerely apologize for any inconvenience it may have caused. We are grateful for your patience as we work diligently to resolve the issue.\n \nPlease provide a photograph of the item to enable us to proceed accordingly.\n \nWarm regards,\nMomcozy Customer Support Team"
    },
    {
      "conversation_id": "57854344783769",
      "type": "Comment",
      "created_at": "2026-05-12T16:54:08Z",
      "author_id": "57818335669273",
      "author_name": "Caller +1 (650) 270-5060",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "voice",
      "public": false,
      "recording_type": "",
      "text": "Call from: +1 (650) 270-5060\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 4:54:00 PM UTC"
    }
  ]
}

{
  "translated_subject": "与来电者 +1 (650) 270-5060 的通话",
  "translated_description": "呼叫来源: +1 (650) 270-5060\n呼叫至: +1 (619) 848-0676\n通话时间: 2026年5月12日 4:54:00 PM UTC",
  "translated_agents_notes": "客户要求退回礼品，客户提供了赠送者的邮箱和订单号。客户不再需要该吸奶器。\n\n手动退货并提供仓库地址。主管 Daven 已批准。",
  "translated_category_label": "订单与物流::退货-不再需要",
  "translated_messages": [
    {
      "conversation_id": "57898045783961",
      "created_at": "2026-05-14T01:21:32Z",
      "sender_type": "customer",
      "author_name": "Jessdabit19",
      "channel": "email",
      "translated_text": "![](https://rootglobal.zendesk.com/attachments/token/x9WjAoQM8UbD5vDPf2pfleMc5/?name=Image_260513_182107.jpeg)"
    },
    {
      "conversation_id": "57854635986457",
      "created_at": "2026-05-12T17:12:08Z",
      "sender_type": "internal",
      "author_name": "CT-Jona",
      "channel": "web",
      "translated_text": "客户沟通：呼入\n问题详情：客户要求退回礼品，提供了赠送者邮箱和订单号。客户不再需要该吸奶器。\n提供的方案：向客户发送邮件\n客户反馈：接受\n后续行动：无\n升级详情：不适用\n#JJ1383817\nJessdabit19@gmail.com"
    },
    {
      "conversation_id": "57854529415065",
      "created_at": "2026-05-12T17:07:35Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n客户致电 Momcozy 咨询如何退回一个从未使用的、未开封的 slim Momcozy 吸奶器，该产品是作为 Babycozy 礼品登记处收到的礼物。产品于 2 月购买，超出了标准的 30 天退货窗口。客户要求退款至原始支付方式而非礼品卡；并确认退款将退还给礼品赠送者（其嫂子）。客服最初表示因超出退货期无法退货，但随后将请求升级至主管。主管批准了一次性特许退货，退款至原始支付方式（赠送者）。客户必须承担退货运费，并在接收仓库退货地址前发送产品状况照片。客服将通过电子邮件发送退货说明并要求照片验证；客户在寄出物品后需确认，以便进行退款处理。物流承运商由客户自选（FedEx、UPS、USPS 等）。客户提供了接收指令的邮箱并确认理解流程。后续步骤：客户发送照片、接收退货地址、寄送物品，然后联系 Momcozy 确认发货以进行退款。\n如果您从此评论中删除任何数据，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": "57854557752089",
      "created_at": "2026-05-12T17:07:31Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话转录：\n00:00 客户：那他们会回我电话的。\n00:01 客服：您好。感谢致电 Momcozy。有什么可以帮您？\n00:05 客户：您好。我有个问题。我在 Babycozy 办过礼品登记，其中一个产品是 slim momcozy 吸奶器。呃。但不幸的是，我从来没用过，因为我没怎么母乳喂养。\n00:23 客户：我就，我不需要用到它们。所以我想知道是否可以退货。它们没用过，还在盒子里。封条——我显然撕开了封条，但没用过。它们还在盒子里。\n00:38 客户：里面东西都在。不过这是个礼物。我有物流单号、编号等所有东西。有什么办法可以把钱退回到我的卡上而不是礼品卡吗？因为我不需要你们网站上价值 300 美元的礼品卡。\n00:54 客服：噢，好的。请问女士，您能否提供订单号，以便我检查是否可以处理退货？\n01:05 客户：好的。没问题。\n01:05 客服：嗯，我知道已经过了一段时间了。\n01:07 客户：是因为我在 2 月份做的登记，而我几周前才生了宝宝。让我给你订单号。稍等一下。\n01:17 客服：好的，女士。\n01:19 客户：好了。订单号是 JJ1383817。\n01:28 客服：抱歉，女士。是 JJ1383? 8817。817。好的，女士。\n01:39 客服：我会查一下这个。但是女士，不幸的是，退款会原路退回到赠送礼品的人那里。\n01:52 客户：那没关系。\n01:52 客服：没关系。还有女士，这个产品是...\n01:59 客户：Momcozy Air 1 ultra slim 吸奶器。\n02:02 客服：嗯。是的女士。这个产品您无法退货，因为它已经超出了退货窗口。我们的退货期是 30 天。所以这个无法处理退货，因为它不在退货期内。\n02:20 客户：有没有可能作为一次性的特许处理？我是说，我从来没，我是刚刚——我之前不知道，这个产品很贵。而且我刚生完宝宝，我本来想母乳喂养的。你知道吗？\n02:35 客户：不幸的是我做不到。所以我觉得这很浪费钱。它只会待在盒子里，然后我把它扔掉。这不公平。有没有机会——你能和你的经理谈谈吗？\n02:48 客户：比如...\n02:49 客服：好的。关于这个，女士，请先向我确认一下该订单关联的电子邮件地址？\n02:59 客户：我不确定是我的邮箱还是下单人的，可能是 JessDavitt19@Gmail.com。如果不是那个，那就是另一个。可能是送礼人的。等我一秒钟。\n03:12 客户：我找一下她的邮箱。\n03:13 客服：好的，女士。\n03:19 客户：那个邮箱在哪？让我看看。CrystalNguyen000@Gmail.com。\n03:39 客服：好的女士。收到了。是的。确认一下，当您申请——我会去咨询我们的技术支持。退款会退给礼品赠送者。\n03:56 客户：没问题。好的。收到了。赠送者是我嫂子，所以没关系。\n04:03 客服：好的，女士。请稍等一分钟，我去申请退货审批。好吗？\n04:09 客服：谢谢。\n06:35 客户：喂？喂？喂？你好，Marissa。\n07:36 客服：您好，女士。是的。经过与支持部门的沟通，我们的主管同意为您办理退货。但是女士，退款将退回到原始支付方式，即退给送礼人。\n07:58 客服：女士，退货运费将由您承担。请在目前先提供产品的照片、状态或外观照片。然后我会为您提供退货的仓库地址。好吗？这将是手动退货。\n08:25 客服：还有，女士，在您将物品寄到我们仓库后，您需要再次联系我们。一旦我们核实物品已入库，我们就会处理退款。好的。只是为了确保...\n08:47 客户：我听明白了。我会通过邮件给你们发照片。然后...\n08:54 客服：是的，您...\n08:56 客户：然后你会发给我，比如二维码之类的东西，作为退货凭证？\n09:02 客服：是的女士。是退货地址。\n09:06 客户：好的。发到同一个邮箱。然后我寄出去，你们收到包裹后就给我退款。对吗？\n09:13 客服：是的女士。我会给您发邮件。能告诉我您的邮箱吗？\n09:20 客户：好的。是 jeff, j 代表 jelly, e 代表 elephant, s 代表 Sam, 另一个 s 代表 Sam, d 代表 David, a 代表 apple, b 代表 boy, i 代表 ice cream, t 代表 Tom, 1919@gmail.com。\n09:42 客服：好的女士。请不要挂机，我会给您发邮件。好吗？\n09:48 客户：太好了。谢谢。\n09:51 客服：不客气。我已经发邮件了。女士请检查一下是否收到？发件人是 Jonah。\n11:55 客户：收到了。亲爱的来电者，感谢联系我们。感谢您向我们反映此事。对可能造成的不便深表歉意。感谢您在我们努力解决问题时的耐心。\n12:07 客户：请提供照片以便继续处理。好的。太棒了。我会去发照片，然后...\n12:14 客服：嗯哼。\n12:15 客户：然后我会收到你们关于退货标签的消息。对吗？\n12:21 客服：是的女士。是寄送物品的地址。好的。因为我们不提供...\n12:29 客户：好的。是用 FedEx, UPS 还是 USPS？\n12:32 客服：这取决于您，女士，看您偏好哪家承运商。好吗？收到。好的。听起来不错。\n12:46 客服：再次感谢您的来电，祝您...\n12:48 客户：过得愉快，女士。再次感谢。\n12:51 客服：再见。再见。\n如果您从此评论中删除任何数据，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": "57854557010073",
      "created_at": "2026-05-12T17:07:11Z",
      "sender_type": "agent",
      "author_name": "CT-Jona",
      "channel": "voice",
      "translated_text": "来自 +1 (650) 270-5060 的呼入通话\n通话详情：\n\n呼叫来源: +1 (650) 270-5060\n呼叫至: +1 (619) 848-0676\n通话时间: 2026-05-12 16:54:00 UTC\n地点: 美国加利福尼亚州圣布鲁诺\n接听者: CT-Jona\n通话时长: 13 分 10 秒\n听录音: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA662eb0b7277bb3db8a78a601e9c821da/twilio/call/recording"
    },
    {
      "conversation_id": "57854554029081",
      "created_at": "2026-05-12T17:05:57Z",
      "sender_type": "agent",
      "author_name": "CT-Jona",
      "channel": "web",
      "translated_text": "亲爱的来电者：\n \n感谢您联系我们。\n \n我们感谢您将此事告知我们，并对由此带来的任何不便深表歉意。感谢您在我们努力解决问题时的耐心配合。\n \n请提供一张产品的照片，以便我们后续处理。\n \n顺颂商祺，\nMomcozy 客服团队"
    },
    {
      "conversation_id": "57854344783769",
      "created_at": "2026-05-12T16:54:08Z",
      "sender_type": "internal",
      "author_name": "Caller +1 (650) 270-5060",
      "channel": "voice",
      "translated_text": "呼叫来源: +1 (650) 270-5060\n\n呼叫至: +1 (619) 848-0676\n\n通话时间: 2026年5月12日 4:54:00 PM UTC"
    }
  ],
  "chinese_reading_text": "标题：与来电者 +1 (650) 270-5060 的通话\n既有分类：不再需要而退货 (Orders&Logistics::Return-No longer need)\n产品型号：milk pump::Momcozy::Air 1\n客服备注：客户欲退礼品（订单 JJ1383817），因不再需要且未使用。主管已特许超出 30 天退货期的手动退货，退款将原路退回至赠送者账户，客户需自付运费并提供实物照片。\n\n会话记录：\n1. [2026-05-12 16:54] 系统记录：来自 +1 (650) 270-5060 的通话开始。\n2. [2026-05-12 17:05] 客服 (CT-Jona)：发送邮件请求客户提供产品照片以继续退货流程。\n3. [2026-05-12 17:07] 系统记录：13分钟通话结束。客户说明该吸奶器是 Babycozy 礼品登记处的礼物，由于未母乳喂养且未使用，申请退货。虽超出 30 天期限，但主管批准特许退货。客户同意退款回原支付人（嫂子）并自付运费。\n4. [2026-05-12 17:12] 客服内部备注：记录客户订单号 #JJ1383817 及联系邮箱。\n5. [2026-05-14 01:21] 客户 (Jessdabit19)：通过邮件提交了产品实物照片。 ",
  "translation_notes": [
    "原文中的 'Momcozy fair 1' 在转录中出现，结合产品型号 'Air 1'，推测为语音转文字错误，翻译时以型号为准。",
    "客户提到 'the seal... opened the seal'，意为封条已拆但产品未使用。"
  ]
}

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      "value": "cx asking for return the item l gift cx provide the email of gift giver and the der number l cx no longer need the breast-pump \n\nmanual return provide the warehouse . tl daven approved"
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  "custom_status_id": 32358758515353,
  "ticket_id": 1252184,
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  "created": "2026-05-12T16:54:08Z",
  "subject": "Call with Caller +1 (650) 270-5060",
  "support_type": "Agent",
  "32685292044825": "Shopify::Official web",
  "33749938239513": "milk pump::Momcozy::Air 1",
  "34029476051481": "cx asking for return the item l gift cx provide the email of gift giver and the der number l cx no longer need the breast-pump \n\nmanual return provide the warehouse . tl daven approved",
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  "ticket": {
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      "html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div><div><img src=\"https://rootglobal.zendesk.com/attachments/token/x9WjAoQM8UbD5vDPf2pfleMc5/?name=Image_260513_182107.jpeg\" style=\"max-width: 100%;\"></div><br></div><div><br><div></div></div></div>",
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      "author_id": 51946493348505,
      "body": "Customer Communications: ib\nIssue Details:  cx asking for return the item l gift cx provide the email of gift giver and the der number l cx no longer need the breast-pump\nResolution Offered: send email to cx\nCustomer Responses:  acceptance\nFollow-up Actions: None\nEscalation Details: N/A\n#JJ1383817\nJessdabit19@gmail.com",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: ib&nbsp;<br>Issue Details:&nbsp; cx asking for return the item l gift cx provide the email of gift giver and the der number l cx no longer need the breast-pump&nbsp;<br>Resolution Offered: send email to cx<br>Customer Responses: &nbsp;acceptance&nbsp;<br>Follow-up Actions: None<br>Escalation Details: N/A&nbsp;<br>#JJ1383817<br><a href=\"mailto:Jessdabit19@gmail.com\" rel=\"noreferrer\">Jessdabit19@gmail.com</a><br></div>",
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      "created_at": "2026-05-12T17:12:08Z",
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    {
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      "body": "#### **Call summary:**\n\n\n- Customer called Momcozy to inquire about returning an unused, unopened slim Momcozy breast pump received as a gift from a Babycozy registry.\n- The product was purchased in February, outside the standard 30-day return window.\n- Customer requested refund to original payment method rather than a gift card; acknowledged that refund would go to the gift giver (sister-in-law).\n- Agent initially stated return was not possible due to being outside the return window but later escalated the request to a supervisor.\n- Supervisor approved a one-time courtesy return with refund to original payment method (gift giver).\n- Customer must cover return shipping cost and send photos of the item’s condition before receiving the warehouse return address.\n- Agent will send return instructions and request photo verification via email; customer to confirm when item is shipped for refund processing.\n- Shipping carrier choice is up to the customer (FedEx, UPS, USPS, etc.).\n- Customer provided email to receive instructions and confirmed understanding of the process.\n- Next steps: customer to send item photos, receive return address, ship item, then contact Momcozy to confirm shipment for refund.\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 called Momcozy to inquire about returning an unused, unopened slim Momcozy breast pump received as a gift from a Babycozy registry.</li><li>The product was purchased in February, outside the standard 30-day return window.</li><li>Customer requested refund to original payment method rather than a gift card; acknowledged that refund would go to the gift giver (sister-in-law).</li><li>Agent initially stated return was not possible due to being outside the return window but later escalated the request to a supervisor.</li><li>Supervisor approved a one-time courtesy return with refund to original payment method (gift giver).</li><li>Customer must cover return shipping cost and send photos of the item’s condition before receiving the warehouse return address.</li><li>Agent will send return instructions and request photo verification via email; customer to confirm when item is shipped for refund processing.</li><li>Shipping carrier choice is up to the customer (FedEx, UPS, USPS, etc.).</li><li>Customer provided email to receive instructions and confirmed understanding of the process.</li><li>Next steps: customer to send item photos, receive return address, ship item, then contact Momcozy to confirm shipment for refund.</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 called Momcozy to inquire about returning an unused, unopened slim Momcozy breast pump received as a gift from a Babycozy registry.  The product was purchased in February, outside the standard 30-day return window.  Customer requested refund to original payment method rather than a gift card; acknowledged that refund would go to the gift giver (sister-in-law).  Agent initially stated return was not possible due to being outside the return window but later escalated the request to a supervisor.  Supervisor approved a one-time courtesy return with refund to original payment method (gift giver).  Customer must cover return shipping cost and send photos of the item’s condition before receiving the warehouse return address.  Agent will send return instructions and request photo verification via email; customer to confirm when item is shipped for refund processing.  Shipping carrier choice is up to the customer (FedEx, UPS, USPS, etc.).  Customer provided email to receive instructions and confirmed understanding of the process.  Next steps: customer to send item photos, receive return address, ship item, then contact Momcozy to confirm shipment for refund.  \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": "2026-05-12T17:07:35Z",
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      "id": 57854557752089,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:00** **Customer** Then they'll call me back.\n**00:01** **Agent** Hi. Thank you for calling momcozy. How can I help you?\n**00:05** **Customer** Hi. I have a question. I got I had a registry through babycozy, and 1 of the products was the slim momcozy breast pumps. Uh-huh. And I unfortunately never used them as I didn't, like, breastfeed.\n**00:23** **Customer** Like, I was just I didn't I didn't need to. So I was wondering if I could return them. They're unused, and they're still in the box. The seal, I obviously opened the seal, but it's they're not used. They're still in the box.\n**00:38** **Customer** Everything is in there. It was a gift, though. And I have the tracking code, the number, and everything. Is there any way that I can get my money back, like, on my card and not a gift card? Because I wouldn't need a gift card for, like, $300 from your website.\n**00:54** **Agent** Oh, okay. By any chances, ma'am, can you provide to me the order number for me to check whether, like, if we can process, like, a return? Yeah. Yeah. Absolutely.\n**01:05** **Agent** Um, I know it's been a while.\n**01:07** **Customer** It's because I did my registry in February, and I just I just recently had my baby, like, a couple weeks ago. But let me give you the number. 1 second.\n**01:17** **Agent** Okay, ma'am.\n**01:19** **Customer** Alright. The order number is JJ1383817.\n**01:28** **Agent** I'm sorry, ma'am. So it's JJ1383? 8817. 817. Okay, ma'am.\n**01:39** **Agent** I will gonna check this 1, ma'am. But for this 1, ma'am, unfortunately, for the refund, it will gonna be rerouted, ma'am, to the the gift giver, ma'am.\n**01:52** **Customer** That's fine.\n**01:52** **Agent** No worries. And then along with that, ma'am, the item, ma'am, is\n**01:59** **Customer** The momcozy fair 1 ultra slim breast pump.\n**02:02** **Agent** Uh-huh. Yes, ma'am. For this 1, ma'am, you cannot able to return the item because it's out of the return window, ma'am. We do have a return window, which is 30 days, ma'am. So for this 1, we cannot be able to process a return since it's out of our our return window, ma'am.\n**02:20** **Customer** Is there any way that you can make this, like, a onetime courtesy? I mean, I've never, like, hadn't like, I just like, I didn't know so it's very expensive product. And Uh-huh. I just had my baby, and I wasn't like, it's not like, I wanted to breastfeed. You know?\n**02:35** **Customer** Unfortunately, I I just can't. So I just feel like it's a waste of money. Like, it's it's just gonna sit in a box, and I'm gonna throw it away. Like, that's not fair. Like, is there any chance like, can you talk to your manager?\n**02:48** **Customer** Like\n**02:49** **Agent** Okay. So for this 1, ma'am, I will gonna can you confirm to me first, ma'am, the email that is associated with the order?\n**02:59** **Customer** There's I don't know if it's my email or the person that ordered it, but if it's JessDavitt19@Gmail.com. And if it's not that 1 Uh-huh. It's it's a different 1. It might be the gift giver. Give me 1 second.\n**03:12** **Customer** Let me get her email.\n**03:13** **Agent** Okay, ma'am.\n**03:19** **Customer** Where is that email? Let's see. CrystalNguyen000@Gmail.com.\n**03:39** **Agent** Okay, ma'am. Got it. So yes, ma'am. So just to confirm, ma'am, that, um, for this 1, whenever you request for, uh, I will get because I will gonna ask this to our support. Now the refund, ma'am, it will gonna be rerouted to the gift giver.\n**03:56** **Customer** That's fine. Okay. Got it. The gift giver is my sister-in-law, so it's okay.\n**04:03** **Agent** Okay, ma'am. So just give me a minute, ma'am. I will gonna ask for the approval of the return. Okay, ma'am? Okay.\n**04:09** **Agent** Thank you.\n**06:35** **Customer** Hello? Hello? Hello? Hi, Marissa.\n**07:36** **Agent** So hello, ma'am. Hi. Yes, ma'am. So for this 1, ma'am, our supervisor or our super after collaborating with our support, they agree on providing you the return. However, ma'am, for this 1, the refund would take to the original payment method, which is to the gift giver.\n**07:58** **Agent** You will gonna be the 1, ma'am, who will gonna be charging in regards of the shipment return. And kindly provide to me, ma'am, the photo of the item, the status or the physical appearance of the item for us at the moment. And then I will gonna provide to you, ma'am, the warehouse wherein to return the item. Okay? It will gonna be a manual return, ma'am.\n**08:25** **Agent** And then, um, the and, um, after that, ma'am, you'll be needing to contact us again once you already once you already shipped the item to our warehouse, ma'am. And then once we verify that the item is on our warehouse, then we will gonna proceed on processing the refund. Okay. Just to make sure that\n**08:47** **Customer** I'm clear with you. So I'm gonna send you pictures of the item on an email on your email. And then\n**08:54** **Agent** Yes, you\n**08:56** **Customer** and then you're gonna send me, like, a QR code or something like the, like, shipping return?\n**09:02** **Agent** Yes, ma'am. The address wherein to return the item.\n**09:06** **Customer** Okay. On that same email. And then I'll I'll ship it, and then you'll refund me once you receive that once you receive the package. Correct?\n**09:13** **Agent** Yes, ma'am. So I was gonna send you, ma'am, an email. Can I have your email, ma'am?\n**09:20** **Customer** Yeah. It's jeff,jfromjelly,elikeelephant,slikeSam,anotherslikeSam,dlikeDavid,afromapple,blikeboy,ifromicecream,andtlikeTom,1919@gmail.com.\n**09:42** **Agent** Okay, ma'am. Just stay on the line, ma'am. I will going to send you, ma'am, an email. Okay?\n**09:48** **Customer** Perfect. Thank you.\n**09:51** **Agent** You're welcome. So I already sent you, ma'am, an email. Can you check, ma'am, whether you receive it? It's from Jonah.\n**11:55** **Customer** I just got it. Dear caller, thank you for reaching out to us. We appreciate you bringing this matter to our attention. Sincerely apologize for the inconvenience it may have caused. We are grateful your patience for your patience as we work diligently to resolve your issue.\n**12:07** **Customer** Please provide a photograph of the item to be able to proceed okay. Perfect. Accordingly. I'll go ahead and send a picture, and\n**12:14** **Agent** then Uh-huh.\n**12:15** **Customer** I'll hear back from you guys about the about the return label. Correct?\n**12:21** **Agent** Yes, ma'am. The address, ma'am, where to send the item. Okay. Because we are not an a uh-huh.\n**12:29** **Customer** Right. Is it, like, FedEx, UPS, USPS?\n**12:32** **Agent** It depends, ma'am, on your preference what on what the on what, uh, the carrier that you want to send the package to us, ma'am. Okay? Got it. Okay. Sounds good.\n**12:46** **Agent** Again, ma'am, thank you for having this phone call, and hope you\n**12:48** **Customer** have a wonderful day, ma'am. Thank you again.\n**12:51** **Agent** Bye 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;\">Then they'll call me back.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Thank you for calling momcozy. How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:05</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. I have a question. I got I had a registry through babycozy, and 1 of the products was the slim momcozy breast pumps. Uh-huh. And I unfortunately never used them as I didn't, like, breastfeed.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like, I was just I didn't I didn't need to. So I was wondering if I could return them. They're unused, and they're still in the box. The seal, I obviously opened the seal, but it's they're not used. They're still in the box.</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;\">Everything is in there. It was a gift, though. And I have the tracking code, the number, and everything. Is there any way that I can get my money back, like, on my card and not a gift card? Because I wouldn't need a gift card for, like, $300 from your website.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. By any chances, ma'am, can you provide to me the order number for me to check whether, like, if we can process, like, a return? Yeah. Yeah. Absolutely.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Um, I know it's been a while.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's because I did my registry in February, and I just I just recently had my baby, like, a couple weeks ago. But let me give you the number. 1 second.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:17</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.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. The order number is JJ1383817.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry, ma'am. So it's JJ1383? 8817. 817. Okay, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I will gonna check this 1, ma'am. But for this 1, ma'am, unfortunately, for the refund, it will gonna be rerouted, ma'am, to the the gift giver, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:52</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's fine.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No worries. And then along with that, ma'am, the item, ma'am, is</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:59</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 momcozy fair 1 ultra slim breast pump.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh-huh. Yes, ma'am. For this 1, ma'am, you cannot able to return the item because it's out of the return window, ma'am. We do have a return window, which is 30 days, ma'am. So for this 1, we cannot be able to process a return since it's out of our our return window, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Is there any way that you can make this, like, a onetime courtesy? I mean, I've never, like, hadn't like, I just like, I didn't know so it's very expensive product. And Uh-huh. I just had my baby, and I wasn't like, it's not like, I wanted to breastfeed. You know?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Unfortunately, I I just can't. So I just feel like it's a waste of money. Like, it's it's just gonna sit in a box, and I'm gonna throw it away. Like, that's not fair. Like, is there any chance like, can you talk to your manager?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:49</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 for this 1, ma'am, I will gonna can you confirm to me first, ma'am, the email that is associated with the order?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">There's I don't know if it's my email or the person that ordered it, but if it's JessDavitt19@Gmail.com. And if it's not that 1 Uh-huh. It's it's a different 1. It might be the gift giver. Give me 1 second.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Let me get her email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:13</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.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Where is that email? Let's see. CrystalNguyen000@Gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Got it. So yes, ma'am. So just to confirm, ma'am, that, um, for this 1, whenever you request for, uh, I will get because I will gonna ask this to our support. Now the refund, ma'am, it will gonna be rerouted to the gift giver.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That's fine. Okay. Got it. The gift giver is my sister-in-law, so it's okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. So just give me a minute, ma'am. I will gonna ask for the approval of the return. Okay, ma'am? Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello? Hello? Hello? Hi, Marissa.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:36</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 hello, ma'am. Hi. Yes, ma'am. So for this 1, ma'am, our supervisor or our super after collaborating with our support, they agree on providing you the return. However, ma'am, for this 1, the refund would take to the original payment method, which is to the gift giver.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You will gonna be the 1, ma'am, who will gonna be charging in regards of the shipment return. And kindly provide to me, ma'am, the photo of the item, the status or the physical appearance of the item for us at the moment. And then I will gonna provide to you, ma'am, the warehouse wherein to return the item. Okay? It will gonna be a manual return, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:25</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 then, um, the and, um, after that, ma'am, you'll be needing to contact us again once you already once you already shipped the item to our warehouse, ma'am. And then once we verify that the item is on our warehouse, then we will gonna proceed on processing the refund. Okay. Just to make sure that</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:47</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'm clear with you. So I'm gonna send you pictures of the item on an email on your email. And then</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, you</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">and then you're gonna send me, like, a QR code or something like the, like, shipping return?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. The address wherein to return the item.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:06</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. On that same email. And then I'll I'll ship it, and then you'll refund me once you receive that once you receive the package. Correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. So I was gonna send you, ma'am, an email. Can I have your email, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:20</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. It's jeff,jfromjelly,elikeelephant,slikeSam,anotherslikeSam,dlikeDavid,afromapple,blikeboy,ifromicecream,andtlikeTom,1919@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:42</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. Just stay on the line, ma'am. I will going to send you, ma'am, an email. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Perfect. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You're welcome. So I already sent you, ma'am, an email. Can you check, ma'am, whether you receive it? It's from Jonah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:55</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 just got it. Dear caller, thank you for reaching out to us. We appreciate you bringing this matter to our attention. Sincerely apologize for the inconvenience it may have caused. We are grateful your patience for your patience as we work diligently to resolve your issue.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Please provide a photograph of the item to be able to proceed okay. Perfect. Accordingly. I'll go ahead and send a picture, and</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">then Uh-huh.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:15</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'll hear back from you guys about the about the return label. Correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. The address, ma'am, where to send the item. Okay. Because we are not an a uh-huh.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Right. Is it, like, FedEx, UPS, USPS?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:32</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 depends, ma'am, on your preference what on what the on what, uh, the carrier that you want to send the package to us, ma'am. Okay? Got it. Okay. Sounds good.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Again, ma'am, thank you for having this phone call, and hope you</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">have a wonderful day, ma'am. Thank you again.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye 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: \n00:00CustomerThen they'll call me back.00:01AgentHi. Thank you for calling momcozy. How can I help you?00:05CustomerHi. I have a question. I got I had a registry through babycozy, and 1 of the products was the slim momcozy breast pumps. Uh-huh. And I unfortunately never used them as I didn't, like, breastfeed.00:23CustomerLike, I was just I didn't I didn't need to. So I was wondering if I could return them. They're unused, and they're still in the box. The seal, I obviously opened the seal, but it's they're not used. They're still in the box.00:38CustomerEverything is in there. It was a gift, though. And I have the tracking code, the number, and everything. Is there any way that I can get my money back, like, on my card and not a gift card? Because I wouldn't need a gift card for, like, $300 from your website.00:54AgentOh, okay. By any chances, ma'am, can you provide to me the order number for me to check whether, like, if we can process, like, a return? Yeah. Yeah. Absolutely.01:05AgentUm, I know it's been a while.01:07CustomerIt's because I did my registry in February, and I just I just recently had my baby, like, a couple weeks ago. But let me give you the number. 1 second.01:17AgentOkay, ma'am.01:19CustomerAlright. The order number is JJ1383817.01:28AgentI'm sorry, ma'am. So it's JJ1383? 8817. 817. Okay, ma'am.01:39AgentI will gonna check this 1, ma'am. But for this 1, ma'am, unfortunately, for the refund, it will gonna be rerouted, ma'am, to the the gift giver, ma'am.01:52CustomerThat's fine.01:52AgentNo worries. And then along with that, ma'am, the item, ma'am, is01:59CustomerThe momcozy fair 1 ultra slim breast pump.02:02AgentUh-huh. Yes, ma'am. For this 1, ma'am, you cannot able to return the item because it's out of the return window, ma'am. We do have a return window, which is 30 days, ma'am. So for this 1, we cannot be able to process a return since it's out of our our return window, ma'am.02:20CustomerIs there any way that you can make this, like, a onetime courtesy? I mean, I've never, like, hadn't like, I just like, I didn't know so it's very expensive product. And Uh-huh. I just had my baby, and I wasn't like, it's not like, I wanted to breastfeed. You know?02:35CustomerUnfortunately, I I just can't. So I just feel like it's a waste of money. Like, it's it's just gonna sit in a box, and I'm gonna throw it away. Like, that's not fair. Like, is there any chance like, can you talk to your manager?02:48CustomerLike02:49AgentOkay. So for this 1, ma'am, I will gonna can you confirm to me first, ma'am, the email that is associated with the order?02:59CustomerThere's I don't know if it's my email or the person that ordered it, but if it's JessDavitt19@Gmail.com. And if it's not that 1 Uh-huh. It's it's a different 1. It might be the gift giver. Give me 1 second.03:12CustomerLet me get her email.03:13AgentOkay, ma'am.03:19CustomerWhere is that email? Let's see. CrystalNguyen000@Gmail.com.03:39AgentOkay, ma'am. Got it. So yes, ma'am. So just to confirm, ma'am, that, um, for this 1, whenever you request for, uh, I will get because I will gonna ask this to our support. Now the refund, ma'am, it will gonna be rerouted to the gift giver.03:56CustomerThat's fine. Okay. Got it. The gift giver is my sister-in-law, so it's okay.04:03AgentOkay, ma'am. So just give me a minute, ma'am. I will gonna ask for the approval of the return. Okay, ma'am? Okay.04:09AgentThank you.06:35CustomerHello? Hello? Hello? Hi, Marissa.07:36AgentSo hello, ma'am. Hi. Yes, ma'am. So for this 1, ma'am, our supervisor or our super after collaborating with our support, they agree on providing you the return. However, ma'am, for this 1, the refund would take to the original payment method, which is to the gift giver.07:58AgentYou will gonna be the 1, ma'am, who will gonna be charging in regards of the shipment return. And kindly provide to me, ma'am, the photo of the item, the status or the physical appearance of the item for us at the moment. And then I will gonna provide to you, ma'am, the warehouse wherein to return the item. Okay? It will gonna be a manual return, ma'am.08:25AgentAnd then, um, the and, um, after that, ma'am, you'll be needing to contact us again once you already once you already shipped the item to our warehouse, ma'am. And then once we verify that the item is on our warehouse, then we will gonna proceed on processing the refund. Okay. Just to make sure that08:47CustomerI'm clear with you. So I'm gonna send you pictures of the item on an email on your email. And then08:54AgentYes, you08:56Customerand then you're gonna send me, like, a QR code or something like the, like, shipping return?09:02AgentYes, ma'am. The address wherein to return the item.09:06CustomerOkay. On that same email. And then I'll I'll ship it, and then you'll refund me once you receive that once you receive the package. Correct?09:13AgentYes, ma'am. So I was gonna send you, ma'am, an email. Can I have your email, ma'am?09:20CustomerYeah. It's jeff,jfromjelly,elikeelephant,slikeSam,anotherslikeSam,dlikeDavid,afromapple,blikeboy,ifromicecream,andtlikeTom,1919@gmail.com.09:42AgentOkay, ma'am. Just stay on the line, ma'am. I will going to send you, ma'am, an email. Okay?09:48CustomerPerfect. Thank you.09:51AgentYou're welcome. So I already sent you, ma'am, an email. Can you check, ma'am, whether you receive it? It's from Jonah.11:55CustomerI just got it. Dear caller, thank you for reaching out to us. We appreciate you bringing this matter to our attention. Sincerely apologize for the inconvenience it may have caused. We are grateful your patience for your patience as we work diligently to resolve your issue.12:07CustomerPlease provide a photograph of the item to be able to proceed okay. Perfect. Accordingly. I'll go ahead and send a picture, and12:14Agentthen Uh-huh.12:15CustomerI'll hear back from you guys about the about the return label. Correct?12:21AgentYes, ma'am. The address, ma'am, where to send the item. Okay. Because we are not an a uh-huh.12:29CustomerRight. Is it, like, FedEx, UPS, USPS?12:32AgentIt depends, ma'am, on your preference what on what the on what, uh, the carrier that you want to send the package to us, ma'am. Okay? Got it. Okay. Sounds good.12:46AgentAgain, ma'am, thank you for having this phone call, and hope you12:48Customerhave a wonderful day, ma'am. Thank you again.12:51AgentBye 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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      "body": "Inbound call from +1 (650) 270-5060\nCall Details:\n\nCall from: +1 (650) 270-5060\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 16:54:00 UTC\nLocation: San bruno, California, United States\nAnswered by: CT-Jona\nLength of phone call: 13 minutes, 10 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA662eb0b7277bb3db8a78a601e9c821da/twilio/call/recording\n",
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