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提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252608",
"subject": "Re: Momcozy Re: Voicemail from: Caller +1 (647) 784-9343",
"description": "This is a follow-up to your previous request #1228472 \"Voicemail from: Caller +1 (...\"\n\nHello,\n\nI am writing to inform you that my pump was delivered but was not found at my doorstep upon my arrival. I have already contacted FedEx regarding this issue, and they advised me to reach out to your team for assistance with missing packages.\n\nThank you for your attention to this matter.\n\nMalisha Haynes\n\nSent from my iPhone\n\nOn May 8, 2026, at 9:45 PM, Emi (momcozy) wrote:\n\n\nHello,\n\nI hope this email finds you well.\n\nJust a heads-up: we would like to share the tracking details for your replacement package. For your reference, here are the details:\n\nTracking Link: https://t.17track.net/en#nums=871554833789&fc=100003\nTracking Number: 871554833789\nYou can also track the shipment on the carrier’s website: FedEx.com \n\nWe truly appreciate your patience. We're so sorry for the bumps along the way, and we truly appreciate you staying with us through it.🧡\n\nWishing you and your little one all the love and comfort you deserve!🌸\n\nBest regards,\nMomcozy Support Team\n________________________________\nIf you have a moment, I’d really appreciate it if you could complete a quick survey about how we handled your issue. It’ll be automatically sent after 30-60 minutes once I close this ticket. Your feedback truly helps us improve and continue offering the best service possible. 🙏️\n\nNo worries, if you have more questions later on, just reply to this email and the ticket will automatically reopen. I'm always here to help!💕️\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\nOn May 6, 2026 at 9:36:41 AM UTC, Emi support@momcozy.zendesk.com wrote:\nHello,\n\nThank you for your response and for your patience as we work to resolve this issue.\n\nWe have arranged a replacement of TWO PUMPS (motors plus the accessories like the flanges, cups, etc) for you instead to make sure you have two full functioning units. Please allow 3-7 business days for the delivery. Note that we do not send an automatic tracking notification but rest assured it will arrive within the provided timeframe.\n\nJust in case do not receive it after 7 business days, contact us back and we will provide further assistance.\n\nWe truly appreciate your patience and understanding, and we’re here to support you every step of the way.\n\nBest regards\nMomcozy Customer Support Team\n________________________________\nP.S. Just a heads-up, the system may close the ticket automatically, but it would mean a lot to me if you could take a moment to share how I handled your issue through a feedback form once this ticket is closed.\n\nThank you so much for your time! If you ever need help again, just drop me an email, and I’ll gladly reopen the ticket for you. Here’s to smoother days and sweet baby moments!💛\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\nOn May 5, 2026 at 3:33:06 PM UTC, malishahaynes malishahaynes@hotmail.com wrote:\nHello,\n\nThank you so much for your response and for helping me with this.\n\nI just wanted to clarify that the issue is with my Momcozy M9 breast pump, as the motor has become quite weak and is no longer functioning properly.\n\nHere are the details you requested:\n\n• Length of use: I have been using the pump since March 23, 2026.\n\n• Cleaning routine: I follow the recommended cleaning instructions, washing the parts after each use with warm water and soap and allowing them to air dry.\n\n• Sterilization: I also follow the recommended sterilization guidelines as outlined in your instructions.\n\n• Storage: The parts are kept in a clean, dry space when not in use.\n\n• Serial Number (SN): M9BP277NRD0250612084C0A57EFN20228\n\n• Photos: I will attach photos of the damaged parts for reference.\n\nIn addition, both of my double flanges have become damaged, as the small prong on the bottom of each has broken.\n\nI have tried the troubleshooting steps suggested, but the suction remains very weak, so it seems the motor may be the issue.\n\nAs this pump is really important for feeding my babies, I would truly appreciate your help with a replacement for the motor and the damaged accessories if possible.\n\nHere is my shipping information:\n\nName: Malisha Haynes\nState/Province: Ontario\nCity: Erin\nPostal Code: N0B 1T0\nStreet Address: 131 Molozzi Street\nQuantity of defective pump(s): 1 pump + 2 damaged flanges\n\nPlease let me know if you need anything further from me. I really appreciate your time and support.\n[image0.jpeg][image2.jpeg]\nThank you again,\nMalisha Haynes\nSent from my iPhone\n\nOn May 5, 2026, at 8:19 AM, Emi (momcozy) wrote:\n\n\nHello,\n\nThank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n\nTo help us understand what might have happened and find the best solution for you, could you please share a few details about how you've been using and caring for your accessories? This information will be incredibly valuable for our product specialists.\n\nTo assist our investigation, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n________________________________\n• How long you've been using the accessories since receiving them\n• Your cleaning routine (frequency, method, and products used)\n• Your sterilization habits (frequency, method, and equipment)\n• How you typically store the parts when not in use\n• Photos of the damaged areas\n________________________________\nRegarding the suction issue, here are some friendly troubleshooting tips many moms find helpful:\n\nLet's start with a quick suction check:\n• Please test the suction at both level 1 and level 9 by removing the motor and covering the suction hole with your thumb\n• If you have two pumps, try switching the motors between them - this helps pinpoint where the issue might be\n\nIf the motor seems to be working fine, the accessories might need some attention:\n• Check the essentials:\nPlease ensure the silicone diaphragm and valve are properly installed and undamaged (Video guide: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0). Sometimes simply reinstalling everything can restore normal suction!\n• Consider replacement parts:\nSilicone parts naturally wear over time, so we recommend replacing them every 1-3 months for optimal performance. To ensure compatibility, we suggest purchasing from our official store.\n• Find your perfect fit:\nSince bodies change, measuring your nipple size when erect helps ensure you're using the most comfortable and effective flange size.\n• Get the right seal:\nA supportive, full-coverage nursing bra helps maintain a secure fit. Make sure the flange sits flush against your breast during use.\n\nIf you purchased any pump parts from our official store, please share the order number. And photos of the parts and the motor's manufacturing information would be very helpful.\n\nWe know how important reliable equipment is for your journey, and we're committed to ensuring you have the support you need.\n________________________________\nShould we need to send a replacement, please provide your shipping information in the format below:\n\nName:\nState/Province:\nCity:\nZip/ Postal code:\nStreet Address:\nQuantity of defective pump/s:\n\nPlease note that the replacement will be in a random color, depending on current availability.\nThank you once again for your patience and we're looking forward to your reply.\n\nBest regards,\nMomcozy Customer Support Team\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\nOn May 4, 2026 at 7:38:03 PM UTC, malishahaynes malishahaynes@hotmail.com wrote:\nHello\nI’ve attached the receipt from my purchase [image0.jpeg]\nSent from my iPhone\n\nOn May 4, 2026, at 3:35 PM, Matt (momcozy) wrote:\n\n\nHello,\n\nGood day!\n\nWe hope this message finds you well.\n\nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n\nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n\nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n\nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n\nBest regards,\n\nMomcozy Customer Support Team\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\n[VE0RXP-3YR0L]\n[VE0RXP-3YR0L]\n[VE0RXP-3YR0L]\n[VE0RXP-3YR0L]",
"status": "open",
"priority": "high",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-12T19:03:06Z",
"updated_at": "2026-05-13T12:16:05Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: 2* broken flange | 1* weak suction\n\nRC 2/26/26",
"agents_notes": "Issue Details: 2* broken flange | 1* weak suction\n\nRC 2/26/26",
"category_field_id": "34154549939865",
"category_name": "Orders&Logistics::LI-Package lost/Delivered but not received",
"category_value": "orders_logistics__li-package_lost/delivered_but_not_received",
"category_zh": "包裹丢失或显示已送达但未收到"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 2,
"email": 1
}
},
"messages": [
{
"conversation_id": "57884802688921",
"type": "Comment",
"created_at": "2026-05-13T12:16:05Z",
"author_id": "57597967600153",
"author_name": "malishahaynes",
"author_role": "end-user",
"sender_type": "customer",
"channel": "email",
"public": true,
"recording_type": "",
"text": "Thank you for your response. \n\n I did provide FedEx with a photo of our front door, and the delivery photo does appear to match our home. However, we still have not received the package. I have also checked with our neighbours, and none of them have received it either. \n\n At this point, the package is still missing, and I would appreciate further assistance in resolving this issue. \n\n Thank you.\n\nSent from my iPhone"
},
{
"conversation_id": "57878192488729",
"type": "Comment",
"created_at": "2026-05-13T08:35:41Z",
"author_id": "33115820348185",
"author_name": "BL-B2B-Kristine",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n\nWe appreciate you contacting us.\n\nWe’re sorry to hear that you haven’t received it, even though the tracking information shows it was delivered on 05-09. Please refer to the photo below.\n\nBelow is your tracking information: \n📦 Tracking number: 871554833789\n🔗 Track your replacement here: https://www.fedex.com/fedextrack/?trknbr=871554833789&trkqual=12030~871554833789~FDEG&simplified=true\n\nMay I ask whether you have checked your Front Door/Porch? Is there any possibility your family member or neighbors received it for you? The postman sometimes puts it around your house or neighbor's mailbox. With some addresses, carriers can't deliver right to the door. Please find it from the community mailbox, parcel locker or apt./condo mailbox.\n\nLooking forward for your response.\n\nBest regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57855755830553",
"type": "Comment",
"created_at": "2026-05-12T19:03:06Z",
"author_id": "57597967600153",
"author_name": "malishahaynes",
"author_role": "end-user",
"sender_type": "customer",
"channel": "web",
"public": true,
"recording_type": "",
"text": "This is a follow-up to your previous request #1228472 \"Voicemail from: Caller +1 (...\" \n \n \n \nHello, \n \n\n \n \nI am writing to inform you that my pump was delivered but was not found at my doorstep upon my arrival. I have already contacted FedEx regarding this issue, and they advised me to reach out to your team for assistance with missing packages. \n \n\n \n \nThank you for your attention to this matter. \n \nMalisha Haynes \n \n\n \n \n \n \nSent from my iPhone"
}
]
}
翻译 JSON
{
"translated_subject": "回复：Momcozy 回复：来自呼叫者 +1 (647) 784-9343 的语音留言",
"translated_description": "这是对您之前请求 #1228472 “来自呼叫者 +1 (... 的语音留言”的后续跟进。\n\n您好，\n\n我写这封信是想告知您，我的吸乳器显示已送达，但我到达时在门口没有找到。我已经就此问题联系了 FedEx，他们建议我联系你们团队寻求协助处理丢失的包裹。\n\n感谢您对此事的关注。\n\nMalisha Haynes\n\n发自我的 iPhone\n\n在 2026 年 5 月 8 日晚上 9:45，Emi (momcozy) 写道：\n\n您好，\n\n希望您一切都好。\n\n提醒一下：我们想为您分享更换包裹的追踪详情。供您参考，详情如下：\n\n追踪链接：https://t.17track.net/en#nums=871554833789&fc=100003\n追踪编号：871554833789\n您也可以在承运商网站上追踪货件：FedEx.com\n\n我们非常感谢您的耐心。对于这一路上的波折我们深表歉意，也非常感谢您一直支持我们。🧡\n\n祝您和您的宝宝拥有应得的所有爱与舒适！🌸\n\n此致，\nMomcozy 客服团队\n________________________________\n如果您有时间，若能就我处理您问题的方式完成一项快速调查，我将不胜感激。在我关闭此工单后 30-60 分钟内会自动发送。您的反馈确实能帮助我们改进并继续提供最佳服务。🙏️\n\n别担心，如果您之后还有更多问题，只需回复此邮件，工单将自动重新开启。我随时待命！💕️\n\n此邮件是来自 Momcozy 的服务。由 Zendesk 送达。\n\n在 2026 年 5 月 6 日上午 9:36:41 UTC，Emi support@momcozy.zendesk.com 写道：\n您好，\n\n感谢您的回复以及在我们努力解决此问题期间的耐心等待。\n\n我们已为您安排更换两台吸乳器（电机以及法兰、收集杯等配件），以确保您拥有两台功能齐全的设备。请留出 3-7 个工作日的送货时间。请注意，我们不发送自动追踪通知，但请放心，它会在提供的时限内送达。\n\n万一在 7 个工作日后仍未收到，请联系我们，我们将提供进一步协助。\n\n我们衷心感谢您的耐心和理解，我们将全程为您提供支持。\n\n此致\nMomcozy 客服团队\n________________________________\n备注：系统可能会自动关闭工单，但如果在此工单关闭后，您能抽空通过反馈表分享我处理您问题的情况，那对我来说意义重大。\n\n非常感谢您的时间！如果您再次需要帮助，只需给我发邮件，我会很乐意为您重新开启工单。祝接下来的日子更加顺心，祝宝宝时刻甜美！💛\n\n此邮件是来自 Momcozy 的服务。由 Zendesk 送达。\n\n在 2026 年 5 月 5 日下午 3:33:06 UTC，malishahaynes malishahaynes@hotmail.com 写道：\n您好，\n\n非常感谢您的回复并在这件事上帮助我。\n\n我只想澄清一下，问题出在我的 Momcozy M9 吸乳器上，因为电机变得非常无力，不再能正常工作。\n\n以下是您要求的详情：\n\n• 使用时长：我从 2026 年 3 月 23 日开始使用该吸乳器。\n\n• 清洁流程：我遵循推荐的清洁说明，每次使用后用温水和肥皂清洗部件，并让其风干。\n\n• 消毒：我也遵循你们说明书中概述的推荐消毒指南。\n\n• 存放：不使用时，部件存放在干净、干燥的空间。\n\n• 序列号 (SN): M9BP277NRD0250612084C0A57EFN20228\n\n• 照片：我会随附损坏部件的照片供参考。\n\n此外，我的两个双边法兰（三通）都损坏了，因为每个底部的细小尖头都断了。\n\n我尝试了建议的排查步骤，但吸力仍然非常微弱，所以看起来电机可能是问题所在。\n\n由于这款吸乳器对哺育我的宝宝非常重要，如果可能的话，我真的很感谢您能帮我更换电机和损坏的配件。\n\n这是我的收货信息：\n\n姓名: Malisha Haynes\n州/省: Ontario\n城市: Erin\n邮编: N0B 1T0\n街道地址: 131 Molozzi Street\n缺陷吸乳器数量: 1 台电机 + 2 个损坏的法兰\n\n如果您还需要我提供其他信息，请告诉我。非常感谢您的时间和支持。\n[image0.jpeg][image2.jpeg]\n再次感谢，\nMalisha Haynes\n发自我的 iPhone\n\n在 2026 年 5 月 5 日上午 8:19，Emi (momcozy) 写道：\n\n您好，\n\n感谢您抽出时间与我们分享您的体验。得知您的吸乳器配件损坏，我们深感遗憾，并对由此给您和您的日常生活带来的不便表示诚挚的歉意。\n\n为了帮助我们了解可能发生的情况并为您找到最佳解决方案，您能否分享一些关于您如何使用和保养配件的细节？这些信息对我们的产品专家非常有价值。\n\n为了协助我们的调查，请提供位于包装盒底部的 UDI（唯一设备识别码）信息。您可以扫描包装盒上生产日期和 SN（序列号）旁边的二维码以获取 UDI。如果包装盒已丢弃或盒上没有 UDI 标签，您也可以扫描设备底部的二维码来获取产品的 SN。\n________________________________\n• 收到配件后使用了多久\n• 您的清洁流程（频率、方法和使用的产品）\n• 您的消毒习惯（频率、方法和设备）\n• 不使用时您通常如何存放部件\n• 损坏部位的照片\n________________________________\n关于吸力问题，这里有一些许多妈妈认为有帮助的友好排查建议：\n\n让我们先进行快速吸力检查：\n• 请取下电机并用拇指盖住吸力孔，在 1 级和 9 级分别测试吸力\n• 如果您有两台吸乳器，尝试在它们之间互换电机——这有助于确定问题所在\n\n如果电机看起来工作正常，配件可能需要注意：\n• 检查核心部件：\n请确保硅胶隔膜和阀门安装正确且无损坏（视频指南：https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0）。有时重新安装所有部件即可恢复正常吸力！\n• 考虑更换零件：\n硅胶部件会随时间自然磨损，因此我们建议每 1-3 个月更换一次以获得最佳性能。为确保兼容性，建议从我们官方商店购买。\n• 寻找最适合的尺寸：\n由于身体会发生变化，在乳头挺立时测量乳头尺寸有助于确保您使用最舒适且有效的法兰尺寸。\n• 获得良好的密封：\n支撑性好、全覆盖的哺乳内衣有助于保持稳固贴合。确保使用时法兰与乳房齐平。\n\n如果您从我们官方商店购买了任何吸乳器部件，请分享订单号。此外，部件的照片和电机的制造信息也会非常有帮助。\n\n我们深知可靠的设备对您的育儿旅程有多么重要，我们致力于确保您获得所需的支撑。\n________________________________\n如果我们需要寄送更换件，请按以下格式提供您的收货信息：\n\n姓名：\n州/省：\n城市：\n邮编：\n街道地址：\n缺陷吸乳器数量：\n\n请注意，更换件的颜色将随机发送，取决于当前的库存情况。\n再次感谢您的耐心等待，期待您的回复。\n\n此致，\nMomcozy 客服团队\n\n此邮件是来自 Momcozy 的服务。由 Zendesk 送达。\n\n在 2026 年 5 月 4 日晚上 7:38:03 UTC，malishahaynes malishahaynes@hotmail.com 写道：\n您好\n我随附了购买收据 [image0.jpeg]\n发自我的 iPhone\n\n在 2026 年 5 月 4 日下午 3:35，Matt (momcozy) 写道：\n\n您好，\n\n祝您今天愉快！\n\n希望这条消息能让您感到舒心。\n\n我们很高兴地通知您，我们已成功收到您的请求。感谢您向我们反映此事。\n\n为确保您获得最及时、专业的协助，我们正将您的咨询转交给 Momcozy 内部更专业的团队。在我们进行此次转移期间，请您耐心等待。\n\n请放心，我们非常重视您的时间和耐心。您可以期望在工作日的 24 小时内收到我们的详细回复。\n\n感谢您的理解以及对 Momcozy 的信任。我们致力于为您提供最好的服务。\n\n此致，\n\nMomcozy 客服团队\n\n此邮件是来自 Momcozy 的服务。由 Zendesk 送达。",
"translated_agents_notes": "问题详情：2个法兰（三通）损坏 | 1个吸力微弱\n\nRC 2/26/26",
"translated_category_label": "订单与物流::包裹丢失/显示已送达但未收到",
"translated_messages": [
{
"conversation_id": "57884802688921",
"created_at": "2026-05-13T12:16:05Z",
"sender_type": "customer",
"author_name": "malishahaynes",
"channel": "email",
"translated_text": "感谢您的回复。\n\n我确实向 FedEx 提供了我们家前门的图片，送货照片看起来确实与我们家相符。然而，我们仍然没有收到包裹。我也询问了邻居，他们都没有收到。\n\n目前，包裹仍然丢失，希望能进一步协助解决此问题。\n\n谢谢。\n\n发自我的 iPhone"
},
{
"conversation_id": "57878192488729",
"created_at": "2026-05-13T08:35:41Z",
"sender_type": "agent",
"author_name": "BL-B2B-Kristine",
"channel": "web",
"translated_text": "您好，\n\n感谢联系我们。\n\n很遗憾听说您未收到包裹，尽管追踪信息显示已于 05-09 送达。请参考下方图片。\n\n以下是您的追踪信息：\n📦 追踪编号：871554833789\n🔗 在此追踪您的更换件：https://www.fedex.com/fedextrack/?trknbr=871554833789&trkqual=12030~871554833789~FDEG&simplified=true\n\n请问您是否检查过前门/门廊？有没有可能是您的家人或邻居代收了？邮递员有时会把包裹放在房屋周围或邻居的信箱里。在某些地址，承运人无法直接送到门口。请在社区信箱、包裹柜或公寓/公寓楼信箱查看。\n\n期待您的回复。\n\n此致，\nMomcozy 客服团队"
},
{
"conversation_id": "57855755830553",
"created_at": "2026-05-12T19:03:06Z",
"sender_type": "customer",
"author_name": "malishahaynes",
"channel": "web",
"translated_text": "这是对您之前请求 #1228472 “来自呼叫者 +1 (... 的语音留言”的后续跟进。\n\n您好，\n\n我写这封信是想告知您，我的吸乳器显示已送达，但我到达时在门口没有找到。我已经就此问题联系了 FedEx，他们建议我联系你们团队寻求协助处理丢失的包裹。\n\n感谢您对此事的关注。\n\nMalisha Haynes\n\n发自我的 iPhone"
}
],
"chinese_reading_text": "【标题】：回复：Momcozy 回复：来自呼叫者 +1 (647) 784-9343 的语音留言\n【分类】：订单与物流::包裹丢失/显示已送达但未收到\n【产品/渠道】：milk pump::Momcozy::M9\n【客服备注】：问题详情：2个法兰（三通）损坏 | 1个吸力微弱，RC 2/26/26\n【描述】：用户反馈之前补发的吸乳器（单号871554833789）显示5月9日已送达但未收到。用户已联系FedEx，对方要求联系卖家。历史记录显示该订单此前因电机吸力弱和法兰损坏申请过1换2的售后。\n【会话记录】：\n1. [2026-05-12 19:03] 客户: 补充反馈补发件丢失，FedEx查不到，要求客服介入。\n2. [2026-05-13 08:35] 客服: 提供物流单号871554833789及证明照片，建议检查门廊、邻居或社区信箱。\n3. [2026-05-13 12:16] 客户: 确认FedEx照片是自家门口，但包裹确实不在，邻居也没收到。请求进一步协助解决。",
"translation_notes": [
"description 包含完整的邮件往来历史，已完整翻译。",
"flange 翻译为法兰（三通），符合吸乳器配件通俗用法。",
"地址、单号、序列号等关键信息已全量保留。"
]
}
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"value": "Issue Details: 2* broken flange | 1* weak suction\n\nRC 2/26/26"
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"custom_status_id": 32358758515353,
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"assignee_id": 33115820348185,
"created": "2026-05-12T19:03:06Z",
"subject": "Re: Momcozy Re: Voicemail from: Caller +1 (647) 784-9343",
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"ticket": {
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"subject": "Re: Momcozy Re: Voicemail f...",
"description": "This is a follow-up to your previous request #1228472 \"Voicemail from: Caller +1 (...\"\n\nHello,\n\n\nI am writing to inform you that my pump was delivered but was not found at my doorstep upon my arrival. I have already contacted FedEx regarding this issue, and they advised me to reach out to your team for assistance with missing packages.\n\n\nThank you for your attention to this matter.\n\nMalisha Haynes\n\n\n\n\nSent from my iPhone\n\n\nOn May 8, 2026, at 9:45 PM, Emi (momcozy) <support@momcozy.zendesk.com> wrote:\n\n\nHello,\n\nI hope this email finds you well.\n\nJust a heads-up: we would like to share the tracking details for your replacement package. For your reference, here are the details:\n\nTracking Link: https://t.17track.net/en#nums=871554833789&fc=100003\nTracking Number: 871554833789\nYou can also track the shipment on the carrier’s website: FedEx.com<http://fedex.com>\n\nWe truly appreciate your patience. We're so sorry for the bumps along the way, and we truly appreciate you staying with us through it.🧡\n\nWishing you and your little one all the love and comfort you deserve!🌸\n\nBest regards,\nMomcozy Support Team\n________________________________\nIf you have a moment, I’d really appreciate it if you could complete a quick survey about how we handled your issue. It’ll be automatically sent after 30-60 minutes once I close this ticket. Your feedback truly helps us improve and continue offering the best service possible. 🙏️\n\nNo worries, if you have more questions later on, just reply to this email and the ticket will automatically reopen. I'm always here to help!💕️\n\nThis email is a service from Momcozy. Delivered by Zendesk<https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification>\n\nOn May 6, 2026 at 9:36:41 AM UTC, Emi support@momcozy.zendesk.com wrote:\nHello,\n\nThank you for your response and for your patience as we work to resolve this issue.\n\nWe have arranged a replacement of TWO PUMPS (motors plus the accessories like the flanges, cups, etc) for you instead to make sure you have two full functioning units. Please allow 3-7 business days for the delivery. Note that we do not send an automatic tracking notification but rest assured it will arrive within the provided timeframe.\n\nJust in case do not receive it after 7 business days, contact us back and we will provide further assistance.\n\nWe truly appreciate your patience and understanding, and we’re here to support you every step of the way.\n\nBest regards\nMomcozy Customer Support Team\n________________________________\nP.S. Just a heads-up, the system may close the ticket automatically, but it would mean a lot to me if you could take a moment to share how I handled your issue through a feedback form once this ticket is closed.\n\nThank you so much for your time! If you ever need help again, just drop me an email, and I’ll gladly reopen the ticket for you. Here’s to smoother days and sweet baby moments!💛\n\n\nThis email is a service from Momcozy. Delivered by Zendesk<https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification>\n\nOn May 5, 2026 at 3:33:06 PM UTC, malishahaynes malishahaynes@hotmail.com wrote:\nHello,\n\nThank you so much for your response and for helping me with this.\n\nI just wanted to clarify that the issue is with my Momcozy M9 breast pump, as the motor has become quite weak and is no longer functioning properly.\n\nHere are the details you requested:\n\n• Length of use: I have been using the pump since March 23, 2026.\n\n• Cleaning routine: I follow the recommended cleaning instructions, washing the parts after each use with warm water and soap and allowing them to air dry.\n\n• Sterilization: I also follow the recommended sterilization guidelines as outlined in your instructions.\n\n• Storage: The parts are kept in a clean, dry space when not in use.\n\n• Serial Number (SN): M9BP277NRD0250612084C0A57EFN20228\n\n• Photos: I will attach photos of the damaged parts for reference.\n\nIn addition, both of my double flanges have become damaged, as the small prong on the bottom of each has broken.\n\nI have tried the troubleshooting steps suggested, but the suction remains very weak, so it seems the motor may be the issue.\n\nAs this pump is really important for feeding my babies, I would truly appreciate your help with a replacement for the motor and the damaged accessories if possible.\n\nHere is my shipping information:\n\nName: Malisha Haynes\nState/Province: Ontario\nCity: Erin\nPostal Code: N0B 1T0\nStreet Address: 131 Molozzi Street\nQuantity of defective pump(s): 1 pump + 2 damaged flanges\n\nPlease let me know if you need anything further from me. I really appreciate your time and support.\n[image0.jpeg][image2.jpeg]\nThank you again,\nMalisha Haynes\nSent from my iPhone\n\nOn May 5, 2026, at 8:19 AM, Emi (momcozy) <support@momcozy.zendesk.com> wrote:\n\n\nHello,\n\nThank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n\nTo help us understand what might have happened and find the best solution for you, could you please share a few details about how you've been using and caring for your accessories? This information will be incredibly valuable for our product specialists.\n\nTo assist our investigation, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n________________________________\n• How long you've been using the accessories since receiving them\n• Your cleaning routine (frequency, method, and products used)\n• Your sterilization habits (frequency, method, and equipment)\n• How you typically store the parts when not in use\n• Photos of the damaged areas\n________________________________\nRegarding the suction issue, here are some friendly troubleshooting tips many moms find helpful:\n\nLet's start with a quick suction check:\n• Please test the suction at both level 1 and level 9 by removing the motor and covering the suction hole with your thumb\n• If you have two pumps, try switching the motors between them - this helps pinpoint where the issue might be\n\nIf the motor seems to be working fine, the accessories might need some attention:\n• Check the essentials:\nPlease ensure the silicone diaphragm and valve are properly installed and undamaged (Video guide: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0). Sometimes simply reinstalling everything can restore normal suction!\n• Consider replacement parts:\nSilicone parts naturally wear over time, so we recommend replacing them every 1-3 months for optimal performance. To ensure compatibility, we suggest purchasing from our official store.\n• Find your perfect fit:\nSince bodies change, measuring your nipple size when erect helps ensure you're using the most comfortable and effective flange size.\n• Get the right seal:\nA supportive, full-coverage nursing bra helps maintain a secure fit. Make sure the flange sits flush against your breast during use.\n\nIf you purchased any pump parts from our official store, please share the order number. And photos of the parts and the motor's manufacturing information would be very helpful.\n\nWe know how important reliable equipment is for your journey, and we're committed to ensuring you have the support you need.\n________________________________\nShould we need to send a replacement, please provide your shipping information in the format below:\n\nName:\nState/Province:\nCity:\nZip/ Postal code:\nStreet Address:\nQuantity of defective pump/s:\n\nPlease note that the replacement will be in a random color, depending on current availability.\nThank you once again for your patience and we're looking forward to your reply.\n\nBest regards,\nMomcozy Customer Support Team\n\nThis email is a service from Momcozy. Delivered by Zendesk<https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification>\n\nOn May 4, 2026 at 7:38:03 PM UTC, malishahaynes malishahaynes@hotmail.com wrote:\nHello\nI’ve attached the receipt from my purchase [image0.jpeg]\nSent from my iPhone\n\nOn May 4, 2026, at 3:35 PM, Matt (momcozy) <support@momcozy.zendesk.com> wrote:\n\n\nHello,\n\nGood day!\n\nWe hope this message finds you well.\n\nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n\nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n\nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n\nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n\nBest regards,\n\nMomcozy Customer Support Team\n\nThis email is a service from Momcozy. Delivered by Zendesk<https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification>\n\n[VE0RXP-3YR0L]\n[VE0RXP-3YR0L]\n[VE0RXP-3YR0L]\n[VE0RXP-3YR0L]",
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"body": "Thank you for your response. \n\n I did provide FedEx with a photo of our front door, and the delivery photo does appear to match our home. However, we still have not received the package. I have also checked with our neighbours, and none of them have received it either. \n\n At this point, the package is still missing, and I would appreciate further assistance in resolving this issue. \n\n Thank you.\n\nSent from my iPhone",
"created_at": "2026-05-13T12:16:05Z",
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"body": "Thank you for your response.\n\nI did provide FedEx with a photo of our front door, and the delivery photo does appear to match our home. However, we still have not received the package. I have also checked with our neighbours, and none of them have received it either.\n\nAt this point, the package is still missing, and I would appreciate further assistance in resolving this issue.\n\nThank you.\nSent from my iPhone",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Thank you for your response.</p>\n\n<p dir=\"auto\">I did provide FedEx with a photo of our front door, and the delivery photo does appear to match our home. However, we still have not received the package. I have also checked with our neighbours, and none of them have received it either.</p>\n\n<p dir=\"auto\">At this point, the package is still missing, and I would appreciate further assistance in resolving this issue.</p>\n\n<p dir=\"auto\">Thank you.\n<br>Sent from my iPhone</p></div>",
"plain_body": "Thank you for your response. \n\n I did provide FedEx with a photo of our front door, and the delivery photo does appear to match our home. However, we still have not received the package. I have also checked with our neighbours, and none of them have received it either. \n\n At this point, the package is still missing, and I would appreciate further assistance in resolving this issue. \n\n Thank you.\n\nSent from my iPhone",
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"body": "Hello,\n\nWe appreciate you contacting us.\n\nWe’re sorry to hear that you haven’t received it, even though the tracking information shows it was delivered on 05-09. Please refer to the photo below.\n \n\nBelow is your tracking information:\n📦 Tracking number: 871554833789\n🔗 Track your replacement here: https://www.fedex.com/fedextrack/?trknbr=871554833789&trkqual=12030~871554833789~FDEG&simplified=true\n\nMay I ask whether you have checked your Front Door/Porch? Is there any possibility your family member or neighbors received it for you? The postman sometimes puts it around your house or neighbor's mailbox. With some addresses, carriers can't deliver right to the door. Please find it from the community mailbox, parcel locker or apt./condo mailbox.\n\nLooking forward for your response.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br><br>We appreciate you contacting us.<br><br>We’re sorry to hear that you haven’t received it, even though the tracking information shows it was delivered on 05-09. Please refer to the photo below.<br><span style=\"opacity: 1;\"><img src=\"https://rootglobal.zendesk.com/attachments/token/EXnQaRC8QtNULYDskPGssNKZl/?name=image.png\"></span><br><br>Below is your tracking information: <br>📦 Tracking number: 871554833789<br>🔗 Track your replacement here: <a rel=\"noopener noreferrer\" href=\"https://www.fedex.com/fedextrack/?trknbr=871554833789&trkqual=12030~871554833789~FDEG&simplified=true\">https://www.fedex.com/fedextrack/?trknbr=871554833789&trkqual=12030~871554833789~FDEG&simplified=true</a><br><br>May I ask whether you have checked your Front Door/Porch? Is there any possibility your family member or neighbors received it for you? The postman sometimes puts it around your house or neighbor's mailbox. With some addresses, carriers can't deliver right to the door. Please find it from the community mailbox, parcel locker or apt./condo mailbox.<br><br>Looking forward for your response.<br><br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n\nWe appreciate you contacting us.\n\nWe’re sorry to hear that you haven’t received it, even though the tracking information shows it was delivered on 05-09. Please refer to the photo below.\n\n\nBelow is your tracking information: \n📦 Tracking number: 871554833789\n🔗 Track your replacement here: https://www.fedex.com/fedextrack/?trknbr=871554833789&trkqual=12030~871554833789~FDEG&simplified=true\n\nMay I ask whether you have checked your Front Door/Porch? Is there any possibility your family member or neighbors received it for you? The postman sometimes puts it around your house or neighbor's mailbox. With some addresses, carriers can't deliver right to the door. Please find it from the community mailbox, parcel locker or apt./condo mailbox.\n\nLooking forward for your response.\n\nBest regards,\nMomcozy Customer Support Team",
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"body": "This is a follow-up to your previous request #1228472 \"Voicemail from: Caller +1 (...\"\n\nHello,\n\nI am writing to inform you that my pump was delivered but was not found at my doorstep upon my arrival. I have already contacted FedEx regarding this issue, and they advised me to reach out to your team for assistance with missing packages.\n\nThank you for your attention to this matter.\n\nMalisha Haynes\n\n\n\nSent from my iPhone",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><div>This is a follow-up to your previous request <a href=\"/agent/tickets/1228472\" target=\"_blank\" rel=\"ticket\">#1228472</a> \"Voicemail from: Caller +1 (...\"</div><div dir=\"ltr\">\n<div>\n<div dir=\"ltr\">\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; margin: 0px;\" dir=\"auto\">\nHello,</p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; min-height: 20.7px; margin: 0px;\" dir=\"auto\">\n<br>\n</p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; margin: 0px;\" dir=\"auto\">\nI am writing to inform you that my pump was delivered but was not found at my doorstep upon my arrival. I have already contacted FedEx regarding this issue, and they advised me to reach out to your team for assistance with missing packages.</p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; min-height: 20.7px; margin: 0px;\" dir=\"auto\">\n<br>\n</p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; margin: 0px;\" dir=\"auto\">\nThank you for your attention to this matter.</p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; min-height: 20.7px; margin: 0px;\" dir=\"auto\">\nMalisha Haynes</p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; min-height: 20.7px; margin: 0px;\" dir=\"auto\">\n<br>\n</p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; margin: 0px;\" dir=\"auto\">\n </p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; margin: 0px;\" dir=\"auto\">\nSent from my iPhone</p>\n<p style=\"-webkit-text-size-adjust: auto; line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; min-height: 20.7px; margin: 0px;\" dir=\"auto\">\n<br>\n</p>\n\n</div>\n\n</div>\n</div></div>",
"plain_body": "This is a follow-up to your previous request #1228472 \"Voicemail from: Caller +1 (...\" \n \n \n \nHello, \n \n\n\n \n \nI am writing to inform you that my pump was delivered but was not found at my doorstep upon my arrival. I have already contacted FedEx regarding this issue, and they advised me to reach out to your team for assistance with missing packages. \n \n\n\n \n \nThank you for your attention to this matter. \n \nMalisha Haynes \n \n\n\n \n \n \n \nSent from my iPhone",
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