提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252715",
"subject": "Call with Caller +1 (903) 619-2433",
"description": "Call from: +1 (903) 619-2433\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 7:48:11 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-12T19:48:19Z",
"updated_at": "2026-05-12T20:07:48Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "cx asking for her order and other open ticket , the shipment of her camera delivered but not receive",
"agents_notes": "cx asking for her order and other open ticket , the shipment of her camera delivered but not receive",
"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": {
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"voice": 2
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"messages": [
{
"conversation_id": "57856312990233",
"type": "Comment",
"created_at": "2026-05-12T20:07:48Z",
"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 her order and other open ticket , the shipment of her camera delivered but not receive \nResolution Offered: tell cx to conatct seel in reagrds of thewarranty of her camera that has been deliverd but not receive \nCustomer Responses: acceptance \nFollow-up Actions: None\nEscalation Details: N/A"
},
{
"conversation_id": "57856286502937",
"type": "Comment",
"created_at": "2026-05-12T20:03:29Z",
"author_id": "-1",
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"text": "Call summary: \n Customer contacted Momcozy regarding multiple order issues: a damaged baby pail received with a broken box, non-delivery of baby monitors, and problems with two breast pumps. Customer has sent emails, including videos, photos, and receipts to support@momcozy.com but seeks confirmation that these were received and wishes to resolve all issues. The Air 1 breast pump was purchased from Target; Momcozy has notified the warranty team who is contacting the customer for assistance. The Wellness 1 breast pump and other items (baby pail, baby monitors) were purchased from Momcozy's website. For the baby pail, Momcozy confirmed receipt of photos and information sent by the customer and stated a representative will handle the warranty claim via email. The customer never received the baby monitors (order JJ1644633); she has contacted the post office and neighbors and has security footage confirming no delivery to her address. Momcozy found the monitors marked as delivered but understands the customer did not receive them; a sealed warranty was purchased. Customer was advised to file a warranty claim online for a replacement or refund of the missing monitors; customer prefers a replacement. Momcozy agent emailed the customer instructions and link to file the warranty claim and is awaiting her action. No further action was promised by the agent beyond sending the email and advising on warranty claim submission to resolve all outstanding issues. \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": "57856317733529",
"type": "Comment",
"created_at": "2026-05-12T20:03:20Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
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"text": "Call transcript: \n00:00AgentIn it. Hi. Thank you for calling momcozy. How can I help you?00:05CustomerYes, ma'am. Um, I had an order delivered, um, and my baby pill was completely damaged. The box was damaged. So I sent y'all an email, but I need to see that y'all got the email and what we need to do. Do I need to try to send it back, or what what is the stipulations on that?00:24CustomerAnd then I had an order that was delivered that was not delivered to my house that I need to see what you're gonna do about, and 2 pumps that are down. So I have a lot of issues that I've emailed about. Um, so I'm trying to get all of it resolved, and I've sent all of the pictures, all the videos. I've sent all the receipts of everything. So I'm trying to see where everything stands.00:52AgentIt's a lot. Okay, ma'am. I really do apologize on what happened, ma'am. So first, ma'am, can you confirm to me your email, ma'am? The email that Mhmm.01:04AgentYou01:05CustomerYes, ma'am. It's landonalexiso507@gmail.com, and then I emailed everything to support@momcozy.com. I mean, I also told the lactation consultant that I talked to today that did my lactation visit today. And she said y'all she would mention it, but I don't know if she had time to or not yet. But I did let her know that I went ahead and did everything I was supposed to, like the videos.01:35CustomerI sent all the receipt, what was wrong with them. And then the 1 order, I never received. So I so the receipt for that, and then the order I received yesterday, I just got home today to open it, and it was completely, like, shattered. My baby pail is broke. Like, I guess, somebody, like, got stuff on it.01:58CustomerI don't know. But it made a big crack in it, and the box was destroyed when I got it.02:04AgentMhmm. Okay, ma'am. So for this 1 saw that. Okay. Got it.02:09AgentSo for this 1, ma'am, again, can you repeat your email, ma'am? Um, landonLandonalexiso507@gmail.com.02:26CustomerAnd I'm sorry. We're all sick, so it's it's a lot.02:30AgentI was gonna be checking this 1, ma'am. Yes, ma'am.02:46CustomerNo, sissy. You can't have the frogs, baby. She can't have them.03:51AgentHello, ma'am? Yes, ma'am. Mhmm. Okay. For this 1, ma'am, your breast pump, the wellness 1 and the air 1 Yes, ma'am.04:04AgentThat purchased by Target. Uh-huh. For this 1, ma'am, the update, they already contacted you. The Air they already sent you an email.04:14CustomerOkay. The Air 1 was bought at Target, but the wellness 1 was sent through your website. Okay. Got it. Yes, ma'am.04:28CustomerAnd then the monitors that I bought that I never received were from your website, and that and then the diaper pail is from y'all's website. The only thing was the Air 1 from Target. Mhmm.04:45AgentFrom your Air 1, ma'am, kindly wait for the specialized team that will gonna be assisting you for the warranty. So they will gonna be sending you an email, ma'am. Okay? Since they already sent or did that for the baby pile, ma'am, I already received all of your information here on my end, the photos Yes, ma'am. Everything.05:08AgentSo you just send it at around 2 Yes, ma'am. For our email representative, ma'am, who's gonna be assisting you for the warranty of this 1. So kindly wait for that to respond to your email. If you didn't receive any email, ma'am, within the day, possible by tomorrow, ma'am. Okay?05:26AgentYes, ma'am. Just send it a minute ago. Okay. Yes, ma'am. You didn't receive 1 of the item, the baby monitor.05:34AgentCan I have the order number from that, ma'am, so that I can check it on my end?05:39CustomerYes, ma'am. I sent you a photo of the the where I ordered it. I'm driving. Let me see if I could pick it up real quick. Hold on.05:49CustomerLet me go to your website because I ordered it off your website. Momcozy. Log in. 1 second. I have to log in real quick.06:10Speaker 3Come on.06:14CustomerContinue. Okay. It's logging me in. My purchases. Okay.06:34CustomerThe camera is order number JJ1644633.06:54AgentI'm sorry, ma'am. I didn't quite catch it. So it's JJ?06:59Customer1644633.07:06AgentOkay, ma'am. Got it. So it's J J1644633. Correct, ma'am?07:13CustomerMa'am. And contacted the post office to let them know the whole packages. I've talked to my neighbors. I've checked my security cameras, and I don't have anybody delivering it in a mailbox because my mailbox is too small to deliver packages inside of it. So I don't know who they delivered it to, but my neighbor said they didn't receive any packages.07:36CustomerAnd I alerted the post office, but they're saying that they don't know that it was delivered in that area, that if someone returns it, they'll let me know. So I've checked around before I actually called y'all just to see if it'd turn up before, and it hasn't. So I didn't know how to go about that situation. Hold on, baby. Mommy's on the phone.08:01CustomerYou're in the car. You can't get down. Mommy's in the phone. Mommy's using the phone. Yeah.08:18CustomerIt's a lady I'm talking to. It's a lady. I mean, you've never heard of her. Give me my charger. What did you do with?08:38CustomerBecause she's looking up something for mommy. Y'all leave the lady alone. Yeah. I know you like you're the lady, but yeah.08:50AgentProbably do.08:53CustomerRight now, we're08:59Speaker 3Can you put my cream, mommy?09:01CustomerYou're welcome,09:05Speaker 3because that because that because I got your fuck from you. I have.09:49CustomerWhat is my favorite thing? Right now, let's see. I'm trying to with?10:21AgentWhat Hello, ma'am. Yes, ma'am. After checking, yes, ma'am, the item has been delivered. So can you confirm to me, ma'am, your address?10:32CustomerThe address is gonna be 1105 Centenary,10:37AgentLongview, Texas 75601. Everything is correct also. For this 1, ma'am, as I see on your order, there is a seal warranty. And as we check all of the parts from your house, there is no item, even though on your mailbox?10:55CustomerNo, ma'am. Um, I checked my security cameras because we have video, and there's the my mailbox is too small to put packages inside. So they would either have to put it outside the street by the mailbox, which wasn't there. Mhmm. I've checked, like, my neighbors.11:16CustomerThey said they didn't have it. I have security footage. I would've seen packages delivered, and it wasn't delivered to my area.11:27AgentOkay. Got it. Which I did file a complaint,11:32Customerand they they said the only thing I could do is file a complaint. And then if they have packages, they'll let me know. I signed up for, like, an email alert to where this won't happen again. They'll tell me, hey. I have a package coming, and then they're gonna deliver it, and then I'll be there to pick it up.11:52AgentOkay. For this 1, ma'am, I really do apologize on that. To confirm your baby monitor there, As I see here on your order, you also you also have or you already purchased a seal warranty?12:09CustomerYes, ma'am. I don't know what that is, but yes, ma'am.12:11AgentOkay. For this kind of cases, ma'am, wherein the item has been delivered, but the customer didn't receive, ma'am, you can use this warranty claim, ma'am. They can provide you, um, a full refund for this 1, and they can also process a a replacement. So I will gonna provide to you, ma'am, their website so that you can request for a refund for this 1.12:37CustomerI don't want a refund. I just want my item. Yes, They can also provide you with my item.12:44AgentYes, ma'am. So kindly visit this website, ma'am.12:48CustomerResolve I'm driving. Mhmm. So is there a way that y'all can email it to me? Or I didn't know how to do any of that.13:01AgentMhmm. Okay, ma'am. So I will gonna be sending you, ma'am, an an email. Okay.13:21CustomerAnd then I just let them know that it was saying delivered, but I don't have video footage on my camera and the my package never came to my address. Or13:33AgentMhmm. Yes, ma'am.13:34CustomerNever had to claim anything before, so I don't know how to do this.13:40AgentMhmm. I really do apologize on what happened. So I already sent you, ma'am, an email. Can you check, ma'am, whether you received it from Jonah?13:48CustomerOkay. 1 second. Let me Yes, ma'am. I received it. Okay,14:03Agentma'am. Just kindly visit that website, ma'am, and then provide your email and then your order number. You can request for a warranty claim in regards to the issue that you were encountering. It's either refund, ma'am, or a replacement. Okay?14:17CustomerOkay.14:19AgentThank you. Again, ma'am you're welcome, ma'am. Have a good day.14:23CustomerYes, ma'am. Why in the\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": "57856284671641",
"type": "VoiceComment",
"created_at": "2026-05-12T20:02:53Z",
"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 (903) 619-2433\nCall Details:\n\nCall from: +1 (903) 619-2433\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 19:48:11 UTC\nLocation: Longview, Texas, United States\nAnswered by: CT-Jona\nLength of phone call: 14 minutes, 41 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAac69a7bfeaf7471abfbfb89c22f5b216/twilio/call/recording"
},
{
"conversation_id": "57856267505689",
"type": "Comment",
"created_at": "2026-05-12T20:01:56Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nI hope this message finds you well.\n \nWe sincerely apologize for any inconvenience caused. Please find the link to your Seel’s worry-free protection here: https://resolve.seel.com/\n \nShould you have any additional inquiries or require further assistance, please do not hesitate to contact us. We are here to provide support.\n \nWishing you all the best and a pleasant day ahead.\n \nWarm Regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57856158985625",
"type": "Comment",
"created_at": "2026-05-12T19:48:19Z",
"author_id": "43171446469657",
"author_name": "Caller +1 (903) 619-2433",
"author_role": "end-user",
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"text": "Call from: +1 (903) 619-2433\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 7:48:11 PM UTC"
}
]
}
conversation_raw_json
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"body": "\nCustomer Communications: ib\nIssue Details: cx asking for her order and other open ticket , the shipment of her camera delivered but not receive\nResolution Offered: tell cx to conatct seel in reagrds of thewarranty of her camera that has been deliverd but not receive\nCustomer Responses: acceptance\nFollow-up Actions: None\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"> <br>Customer Communications: ib <br>Issue Details: cx asking for her order and other open ticket , the shipment of her camera delivered but not receive <br>Resolution Offered: tell cx to conatct seel in reagrds of thewarranty of her camera that has been deliverd but not receive <br>Customer Responses: acceptance <br>Follow-up Actions: None<br>Escalation Details: N/A<br> <br></div>",
"plain_body": " \nCustomer Communications: ib \nIssue Details: cx asking for her order and other open ticket , the shipment of her camera delivered but not receive \nResolution Offered: tell cx to conatct seel in reagrds of thewarranty of her camera that has been deliverd but not receive \nCustomer Responses: acceptance \nFollow-up Actions: None\nEscalation Details: N/A\n ",
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"body": "#### **Call summary:**\n\n\n- Customer contacted Momcozy regarding multiple order issues: a damaged baby pail received with a broken box, non-delivery of baby monitors, and problems with two breast pumps.\n- Customer has sent emails, including videos, photos, and receipts to support@momcozy.com but seeks confirmation that these were received and wishes to resolve all issues.\n- The Air 1 breast pump was purchased from Target; Momcozy has notified the warranty team who is contacting the customer for assistance.\n- The Wellness 1 breast pump and other items (baby pail, baby monitors) were purchased from Momcozy's website.\n- For the baby pail, Momcozy confirmed receipt of photos and information sent by the customer and stated a representative will handle the warranty claim via email.\n- The customer never received the baby monitors (order JJ1644633); she has contacted the post office and neighbors and has security footage confirming no delivery to her address.\n- Momcozy found the monitors marked as delivered but understands the customer did not receive them; a sealed warranty was purchased.\n- Customer was advised to file a warranty claim online for a replacement or refund of the missing monitors; customer prefers a replacement.\n- Momcozy agent emailed the customer instructions and link to file the warranty claim and is awaiting her action.\n- No further action was promised by the agent beyond sending the email and advising on warranty claim submission to resolve all outstanding issues.\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 contacted Momcozy regarding multiple order issues: a damaged baby pail received with a broken box, non-delivery of baby monitors, and problems with two breast pumps.</li><li>Customer has sent emails, including videos, photos, and receipts to support@momcozy.com but seeks confirmation that these were received and wishes to resolve all issues.</li><li>The Air 1 breast pump was purchased from Target; Momcozy has notified the warranty team who is contacting the customer for assistance.</li><li>The Wellness 1 breast pump and other items (baby pail, baby monitors) were purchased from Momcozy's website.</li><li>For the baby pail, Momcozy confirmed receipt of photos and information sent by the customer and stated a representative will handle the warranty claim via email.</li><li>The customer never received the baby monitors (order JJ1644633); she has contacted the post office and neighbors and has security footage confirming no delivery to her address.</li><li>Momcozy found the monitors marked as delivered but understands the customer did not receive them; a sealed warranty was purchased.</li><li>Customer was advised to file a warranty claim online for a replacement or refund of the missing monitors; customer prefers a replacement.</li><li>Momcozy agent emailed the customer instructions and link to file the warranty claim and is awaiting her action.</li><li>No further action was promised by the agent beyond sending the email and advising on warranty claim submission to resolve all outstanding issues.</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>",
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"body": "#### **Call transcript:**\n\n\n**00:00** **Agent** In it. Hi. Thank you for calling momcozy. How can I help you?\n**00:05** **Customer** Yes, ma'am. Um, I had an order delivered, um, and my baby pill was completely damaged. The box was damaged. So I sent y'all an email, but I need to see that y'all got the email and what we need to do. Do I need to try to send it back, or what what is the stipulations on that?\n**00:24** **Customer** And then I had an order that was delivered that was not delivered to my house that I need to see what you're gonna do about, and 2 pumps that are down. So I have a lot of issues that I've emailed about. Um, so I'm trying to get all of it resolved, and I've sent all of the pictures, all the videos. I've sent all the receipts of everything. So I'm trying to see where everything stands.\n**00:52** **Agent** It's a lot. Okay, ma'am. I really do apologize on what happened, ma'am. So first, ma'am, can you confirm to me your email, ma'am? The email that Mhmm.\n**01:04** **Agent** You\n**01:05** **Customer** Yes, ma'am. It's landonalexiso507@gmail.com, and then I emailed everything to support@momcozy.com. I mean, I also told the lactation consultant that I talked to today that did my lactation visit today. And she said y'all she would mention it, but I don't know if she had time to or not yet. But I did let her know that I went ahead and did everything I was supposed to, like the videos.\n**01:35** **Customer** I sent all the receipt, what was wrong with them. And then the 1 order, I never received. So I so the receipt for that, and then the order I received yesterday, I just got home today to open it, and it was completely, like, shattered. My baby pail is broke. Like, I guess, somebody, like, got stuff on it.\n**01:58** **Customer** I don't know. But it made a big crack in it, and the box was destroyed when I got it.\n**02:04** **Agent** Mhmm. Okay, ma'am. So for this 1 saw that. Okay. Got it.\n**02:09** **Agent** So for this 1, ma'am, again, can you repeat your email, ma'am? Um, landonLandonalexiso507@gmail.com.\n**02:26** **Customer** And I'm sorry. We're all sick, so it's it's a lot.\n**02:30** **Agent** I was gonna be checking this 1, ma'am. Yes, ma'am.\n**02:46** **Customer** No, sissy. You can't have the frogs, baby. She can't have them.\n**03:51** **Agent** Hello, ma'am? Yes, ma'am. Mhmm. Okay. For this 1, ma'am, your breast pump, the wellness 1 and the air 1 Yes, ma'am.\n**04:04** **Agent** That purchased by Target. Uh-huh. For this 1, ma'am, the update, they already contacted you. The Air they already sent you an email.\n**04:14** **Customer** Okay. The Air 1 was bought at Target, but the wellness 1 was sent through your website. Okay. Got it. Yes, ma'am.\n**04:28** **Customer** And then the monitors that I bought that I never received were from your website, and that and then the diaper pail is from y'all's website. The only thing was the Air 1 from Target. Mhmm.\n**04:45** **Agent** From your Air 1, ma'am, kindly wait for the specialized team that will gonna be assisting you for the warranty. So they will gonna be sending you an email, ma'am. Okay? Since they already sent or did that for the baby pile, ma'am, I already received all of your information here on my end, the photos Yes, ma'am. Everything.\n**05:08** **Agent** So you just send it at around 2 Yes, ma'am. For our email representative, ma'am, who's gonna be assisting you for the warranty of this 1. So kindly wait for that to respond to your email. If you didn't receive any email, ma'am, within the day, possible by tomorrow, ma'am. Okay?\n**05:26** **Agent** Yes, ma'am. Just send it a minute ago. Okay. Yes, ma'am. You didn't receive 1 of the item, the baby monitor.\n**05:34** **Agent** Can I have the order number from that, ma'am, so that I can check it on my end?\n**05:39** **Customer** Yes, ma'am. I sent you a photo of the the where I ordered it. I'm driving. Let me see if I could pick it up real quick. Hold on.\n**05:49** **Customer** Let me go to your website because I ordered it off your website. Momcozy. Log in. 1 second. I have to log in real quick.\n**06:10** **Speaker 3** Come on.\n**06:14** **Customer** Continue. Okay. It's logging me in. My purchases. Okay.\n**06:34** **Customer** The camera is order number JJ1644633.\n**06:54** **Agent** I'm sorry, ma'am. I didn't quite catch it. So it's JJ?\n**06:59** **Customer** 1644633.\n**07:06** **Agent** Okay, ma'am. Got it. So it's J J1644633. Correct, ma'am?\n**07:13** **Customer** Ma'am. And contacted the post office to let them know the whole packages. I've talked to my neighbors. I've checked my security cameras, and I don't have anybody delivering it in a mailbox because my mailbox is too small to deliver packages inside of it. So I don't know who they delivered it to, but my neighbor said they didn't receive any packages.\n**07:36** **Customer** And I alerted the post office, but they're saying that they don't know that it was delivered in that area, that if someone returns it, they'll let me know. So I've checked around before I actually called y'all just to see if it'd turn up before, and it hasn't. So I didn't know how to go about that situation. Hold on, baby. Mommy's on the phone.\n**08:01** **Customer** You're in the car. You can't get down. Mommy's in the phone. Mommy's using the phone. Yeah.\n**08:18** **Customer** It's a lady I'm talking to. It's a lady. I mean, you've never heard of her. Give me my charger. What did you do with?\n**08:38** **Customer** Because she's looking up something for mommy. Y'all leave the lady alone. Yeah. I know you like you're the lady, but yeah.\n**08:50** **Agent** Probably do.\n**08:53** **Customer** Right now, we're\n**08:59** **Speaker 3** Can you put my cream, mommy?\n**09:01** **Customer** You're welcome,\n**09:05** **Speaker 3** because that because that because I got your fuck from you. I have.\n**09:49** **Customer** What is my favorite thing? Right now, let's see. I'm trying to with?\n**10:21** **Agent** What Hello, ma'am. Yes, ma'am. After checking, yes, ma'am, the item has been delivered. So can you confirm to me, ma'am, your address?\n**10:32** **Customer** The address is gonna be 1105 Centenary,\n**10:37** **Agent** Longview, Texas 75601. Everything is correct also. For this 1, ma'am, as I see on your order, there is a seal warranty. And as we check all of the parts from your house, there is no item, even though on your mailbox?\n**10:55** **Customer** No, ma'am. Um, I checked my security cameras because we have video, and there's the my mailbox is too small to put packages inside. So they would either have to put it outside the street by the mailbox, which wasn't there. Mhmm. I've checked, like, my neighbors.\n**11:16** **Customer** They said they didn't have it. I have security footage. I would've seen packages delivered, and it wasn't delivered to my area.\n**11:27** **Agent** Okay. Got it. Which I did file a complaint,\n**11:32** **Customer** and they they said the only thing I could do is file a complaint. And then if they have packages, they'll let me know. I signed up for, like, an email alert to where this won't happen again. They'll tell me, hey. I have a package coming, and then they're gonna deliver it, and then I'll be there to pick it up.\n**11:52** **Agent** Okay. For this 1, ma'am, I really do apologize on that. To confirm your baby monitor there, As I see here on your order, you also you also have or you already purchased a seal warranty?\n**12:09** **Customer** Yes, ma'am. I don't know what that is, but yes, ma'am.\n**12:11** **Agent** Okay. For this kind of cases, ma'am, wherein the item has been delivered, but the customer didn't receive, ma'am, you can use this warranty claim, ma'am. They can provide you, um, a full refund for this 1, and they can also process a a replacement. So I will gonna provide to you, ma'am, their website so that you can request for a refund for this 1.\n**12:37** **Customer** I don't want a refund. I just want my item. Yes, They can also provide you with my item.\n**12:44** **Agent** Yes, ma'am. So kindly visit this website, ma'am.\n**12:48** **Customer** Resolve I'm driving. Mhmm. So is there a way that y'all can email it to me? Or I didn't know how to do any of that.\n**13:01** **Agent** Mhmm. Okay, ma'am. So I will gonna be sending you, ma'am, an an email. Okay.\n**13:21** **Customer** And then I just let them know that it was saying delivered, but I don't have video footage on my camera and the my package never came to my address. Or\n**13:33** **Agent** Mhmm. Yes, ma'am.\n**13:34** **Customer** Never had to claim anything before, so I don't know how to do this.\n**13:40** **Agent** Mhmm. I really do apologize on what happened. So I already sent you, ma'am, an email. Can you check, ma'am, whether you received it from Jonah?\n**13:48** **Customer** Okay. 1 second. Let me Yes, ma'am. I received it. Okay,\n**14:03** **Agent** ma'am. Just kindly visit that website, ma'am, and then provide your email and then your order number. You can request for a warranty claim in regards to the issue that you were encountering. It's either refund, ma'am, or a replacement. Okay?\n**14:17** **Customer** Okay.\n**14:19** **Agent** Thank you. Again, ma'am you're welcome, ma'am. Have a good day.\n**14:23** **Customer** Yes, ma'am. Why in the\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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">In it. 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;\">Yes, ma'am. Um, I had an order delivered, um, and my baby pill was completely damaged. The box was damaged. So I sent y'all an email, but I need to see that y'all got the email and what we need to do. Do I need to try to send it back, or what what is the stipulations on that?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:24</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 I had an order that was delivered that was not delivered to my house that I need to see what you're gonna do about, and 2 pumps that are down. So I have a lot of issues that I've emailed about. Um, so I'm trying to get all of it resolved, and I've sent all of the pictures, all the videos. I've sent all the receipts of everything. So I'm trying to see where everything stands.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's a lot. Okay, ma'am. I really do apologize on what happened, ma'am. So first, ma'am, can you confirm to me your email, ma'am? The email that Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:04</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</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. It's landonalexiso507@gmail.com, and then I emailed everything to support@momcozy.com. I mean, I also told the lactation consultant that I talked to today that did my lactation visit today. And she said y'all she would mention it, but I don't know if she had time to or not yet. But I did let her know that I went ahead and did everything I was supposed to, like the videos.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I sent all the receipt, what was wrong with them. And then the 1 order, I never received. So I so the receipt for that, and then the order I received yesterday, I just got home today to open it, and it was completely, like, shattered. My baby pail is broke. Like, I guess, somebody, like, got stuff on it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I don't know. But it made a big crack in it, and the box was destroyed when I got it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Okay, ma'am. So for this 1 saw that. Okay. Got it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So for this 1, ma'am, again, can you repeat your email, ma'am? Um, landonLandonalexiso507@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:26</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 I'm sorry. We're all sick, so it's it's a lot.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I was gonna be checking this 1, ma'am. Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No, sissy. You can't have the frogs, baby. She can't have them.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, ma'am? Yes, ma'am. Mhmm. Okay. For this 1, ma'am, your breast pump, the wellness 1 and the air 1 Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That purchased by Target. Uh-huh. For this 1, ma'am, the update, they already contacted you. The Air they already sent you an email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. The Air 1 was bought at Target, but the wellness 1 was sent through your website. Okay. Got it. Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And then the monitors that I bought that I never received were from your website, and that and then the diaper pail is from y'all's website. The only thing was the Air 1 from Target. Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">From your Air 1, ma'am, kindly wait for the specialized team that will gonna be assisting you for the warranty. So they will gonna be sending you an email, ma'am. Okay? Since they already sent or did that for the baby pile, ma'am, I already received all of your information here on my end, the photos Yes, ma'am. Everything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So you just send it at around 2 Yes, ma'am. For our email representative, ma'am, who's gonna be assisting you for the warranty of this 1. So kindly wait for that to respond to your email. If you didn't receive any email, ma'am, within the day, possible by tomorrow, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Just send it a minute ago. Okay. Yes, ma'am. You didn't receive 1 of the item, the baby monitor.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Can I have the order number from that, ma'am, so that I can check it on my end?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. I sent you a photo of the the where I ordered it. I'm driving. Let me see if I could pick it up real quick. Hold on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:49</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 go to your website because I ordered it off your website. Momcozy. Log in. 1 second. I have to log in real quick.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Speaker 3</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Come on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Continue. Okay. It's logging me in. My purchases. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:34</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 camera is order number JJ1644633.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry, ma'am. I didn't quite catch it. So it's JJ?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1644633.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:06</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 it's J J1644633. Correct, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Ma'am. And contacted the post office to let them know the whole packages. I've talked to my neighbors. I've checked my security cameras, and I don't have anybody delivering it in a mailbox because my mailbox is too small to deliver packages inside of it. So I don't know who they delivered it to, but my neighbor said they didn't receive any packages.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And I alerted the post office, but they're saying that they don't know that it was delivered in that area, that if someone returns it, they'll let me know. So I've checked around before I actually called y'all just to see if it'd turn up before, and it hasn't. So I didn't know how to go about that situation. Hold on, baby. Mommy's on the phone.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You're in the car. You can't get down. Mommy's in the phone. Mommy's using the phone. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's a lady I'm talking to. It's a lady. I mean, you've never heard of her. Give me my charger. What did you do with?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Because she's looking up something for mommy. Y'all leave the lady alone. Yeah. I know you like you're the lady, but yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Probably do.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:53</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 now, we're</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Speaker 3</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Can you put my cream, mommy?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You're welcome,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Speaker 3</b></td><td style=\"padding-bottom: 10px; border-style: none;\">because that because that because I got your fuck from you. I have.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What is my favorite thing? Right now, let's see. I'm trying to with?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What Hello, ma'am. Yes, ma'am. After checking, yes, ma'am, the item has been delivered. So can you confirm to me, ma'am, your address?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The address is gonna be 1105 Centenary,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Longview, Texas 75601. Everything is correct also. For this 1, ma'am, as I see on your order, there is a seal warranty. And as we check all of the parts from your house, there is no item, even though on your mailbox?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No, ma'am. Um, I checked my security cameras because we have video, and there's the my mailbox is too small to put packages inside. So they would either have to put it outside the street by the mailbox, which wasn't there. Mhmm. I've checked, like, my neighbors.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">They said they didn't have it. I have security footage. I would've seen packages delivered, and it wasn't delivered to my area.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:27</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. Got it. Which I did file a complaint,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">and they they said the only thing I could do is file a complaint. And then if they have packages, they'll let me know. I signed up for, like, an email alert to where this won't happen again. They'll tell me, hey. I have a package coming, and then they're gonna deliver it, and then I'll be there to pick it up.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. For this 1, ma'am, I really do apologize on that. To confirm your baby monitor there, As I see here on your order, you also you also have or you already purchased a seal warranty?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. I don't know what that is, but yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:11</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. For this kind of cases, ma'am, wherein the item has been delivered, but the customer didn't receive, ma'am, you can use this warranty claim, ma'am. They can provide you, um, a full refund for this 1, and they can also process a a replacement. So I will gonna provide to you, ma'am, their website so that you can request for a refund for this 1.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:37</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 don't want a refund. I just want my item. Yes, They can also provide you with my item.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:44</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 kindly visit this website, ma'am.</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;\">Resolve I'm driving. Mhmm. So is there a way that y'all can email it to me? Or I didn't know how to do any of that.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Okay, ma'am. So I will gonna be sending you, ma'am, an an email. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:21</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 I just let them know that it was saying delivered, but I don't have video footage on my camera and the my package never came to my address. Or</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Never had to claim anything before, so I don't know how to do this.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. I really do apologize on what happened. So I already sent you, ma'am, an email. Can you check, ma'am, whether you received it from Jonah?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. 1 second. Let me Yes, ma'am. I received it. Okay,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am. Just kindly visit that website, ma'am, and then provide your email and then your order number. You can request for a warranty claim in regards to the issue that you were encountering. It's either refund, ma'am, or a replacement. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. Again, ma'am you're welcome, ma'am. Have a good day.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Why in the</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: \n00:00AgentIn it. Hi. Thank you for calling momcozy. How can I help you?00:05CustomerYes, ma'am. Um, I had an order delivered, um, and my baby pill was completely damaged. The box was damaged. So I sent y'all an email, but I need to see that y'all got the email and what we need to do. Do I need to try to send it back, or what what is the stipulations on that?00:24CustomerAnd then I had an order that was delivered that was not delivered to my house that I need to see what you're gonna do about, and 2 pumps that are down. So I have a lot of issues that I've emailed about. Um, so I'm trying to get all of it resolved, and I've sent all of the pictures, all the videos. I've sent all the receipts of everything. So I'm trying to see where everything stands.00:52AgentIt's a lot. Okay, ma'am. I really do apologize on what happened, ma'am. So first, ma'am, can you confirm to me your email, ma'am? The email that Mhmm.01:04AgentYou01:05CustomerYes, ma'am. It's landonalexiso507@gmail.com, and then I emailed everything to support@momcozy.com. I mean, I also told the lactation consultant that I talked to today that did my lactation visit today. And she said y'all she would mention it, but I don't know if she had time to or not yet. But I did let her know that I went ahead and did everything I was supposed to, like the videos.01:35CustomerI sent all the receipt, what was wrong with them. And then the 1 order, I never received. So I so the receipt for that, and then the order I received yesterday, I just got home today to open it, and it was completely, like, shattered. My baby pail is broke. Like, I guess, somebody, like, got stuff on it.01:58CustomerI don't know. But it made a big crack in it, and the box was destroyed when I got it.02:04AgentMhmm. Okay, ma'am. So for this 1 saw that. Okay. Got it.02:09AgentSo for this 1, ma'am, again, can you repeat your email, ma'am? Um, landonLandonalexiso507@gmail.com.02:26CustomerAnd I'm sorry. We're all sick, so it's it's a lot.02:30AgentI was gonna be checking this 1, ma'am. Yes, ma'am.02:46CustomerNo, sissy. You can't have the frogs, baby. She can't have them.03:51AgentHello, ma'am? Yes, ma'am. Mhmm. Okay. For this 1, ma'am, your breast pump, the wellness 1 and the air 1 Yes, ma'am.04:04AgentThat purchased by Target. Uh-huh. For this 1, ma'am, the update, they already contacted you. The Air they already sent you an email.04:14CustomerOkay. The Air 1 was bought at Target, but the wellness 1 was sent through your website. Okay. Got it. Yes, ma'am.04:28CustomerAnd then the monitors that I bought that I never received were from your website, and that and then the diaper pail is from y'all's website. The only thing was the Air 1 from Target. Mhmm.04:45AgentFrom your Air 1, ma'am, kindly wait for the specialized team that will gonna be assisting you for the warranty. So they will gonna be sending you an email, ma'am. Okay? Since they already sent or did that for the baby pile, ma'am, I already received all of your information here on my end, the photos Yes, ma'am. Everything.05:08AgentSo you just send it at around 2 Yes, ma'am. For our email representative, ma'am, who's gonna be assisting you for the warranty of this 1. So kindly wait for that to respond to your email. If you didn't receive any email, ma'am, within the day, possible by tomorrow, ma'am. Okay?05:26AgentYes, ma'am. Just send it a minute ago. Okay. Yes, ma'am. You didn't receive 1 of the item, the baby monitor.05:34AgentCan I have the order number from that, ma'am, so that I can check it on my end?05:39CustomerYes, ma'am. I sent you a photo of the the where I ordered it. I'm driving. Let me see if I could pick it up real quick. Hold on.05:49CustomerLet me go to your website because I ordered it off your website. Momcozy. Log in. 1 second. I have to log in real quick.06:10Speaker 3Come on.06:14CustomerContinue. Okay. It's logging me in. My purchases. Okay.06:34CustomerThe camera is order number JJ1644633.06:54AgentI'm sorry, ma'am. I didn't quite catch it. So it's JJ?06:59Customer1644633.07:06AgentOkay, ma'am. Got it. So it's J J1644633. Correct, ma'am?07:13CustomerMa'am. And contacted the post office to let them know the whole packages. I've talked to my neighbors. I've checked my security cameras, and I don't have anybody delivering it in a mailbox because my mailbox is too small to deliver packages inside of it. So I don't know who they delivered it to, but my neighbor said they didn't receive any packages.07:36CustomerAnd I alerted the post office, but they're saying that they don't know that it was delivered in that area, that if someone returns it, they'll let me know. So I've checked around before I actually called y'all just to see if it'd turn up before, and it hasn't. So I didn't know how to go about that situation. Hold on, baby. Mommy's on the phone.08:01CustomerYou're in the car. You can't get down. Mommy's in the phone. Mommy's using the phone. Yeah.08:18CustomerIt's a lady I'm talking to. It's a lady. I mean, you've never heard of her. Give me my charger. What did you do with?08:38CustomerBecause she's looking up something for mommy. Y'all leave the lady alone. Yeah. I know you like you're the lady, but yeah.08:50AgentProbably do.08:53CustomerRight now, we're08:59Speaker 3Can you put my cream, mommy?09:01CustomerYou're welcome,09:05Speaker 3because that because that because I got your fuck from you. I have.09:49CustomerWhat is my favorite thing? Right now, let's see. I'm trying to with?10:21AgentWhat Hello, ma'am. Yes, ma'am. After checking, yes, ma'am, the item has been delivered. So can you confirm to me, ma'am, your address?10:32CustomerThe address is gonna be 1105 Centenary,10:37AgentLongview, Texas 75601. Everything is correct also. For this 1, ma'am, as I see on your order, there is a seal warranty. And as we check all of the parts from your house, there is no item, even though on your mailbox?10:55CustomerNo, ma'am. Um, I checked my security cameras because we have video, and there's the my mailbox is too small to put packages inside. So they would either have to put it outside the street by the mailbox, which wasn't there. Mhmm. I've checked, like, my neighbors.11:16CustomerThey said they didn't have it. I have security footage. I would've seen packages delivered, and it wasn't delivered to my area.11:27AgentOkay. Got it. Which I did file a complaint,11:32Customerand they they said the only thing I could do is file a complaint. And then if they have packages, they'll let me know. I signed up for, like, an email alert to where this won't happen again. They'll tell me, hey. I have a package coming, and then they're gonna deliver it, and then I'll be there to pick it up.11:52AgentOkay. For this 1, ma'am, I really do apologize on that. To confirm your baby monitor there, As I see here on your order, you also you also have or you already purchased a seal warranty?12:09CustomerYes, ma'am. I don't know what that is, but yes, ma'am.12:11AgentOkay. For this kind of cases, ma'am, wherein the item has been delivered, but the customer didn't receive, ma'am, you can use this warranty claim, ma'am. They can provide you, um, a full refund for this 1, and they can also process a a replacement. So I will gonna provide to you, ma'am, their website so that you can request for a refund for this 1.12:37CustomerI don't want a refund. I just want my item. Yes, They can also provide you with my item.12:44AgentYes, ma'am. So kindly visit this website, ma'am.12:48CustomerResolve I'm driving. Mhmm. So is there a way that y'all can email it to me? Or I didn't know how to do any of that.13:01AgentMhmm. Okay, ma'am. So I will gonna be sending you, ma'am, an an email. Okay.13:21CustomerAnd then I just let them know that it was saying delivered, but I don't have video footage on my camera and the my package never came to my address. Or13:33AgentMhmm. Yes, ma'am.13:34CustomerNever had to claim anything before, so I don't know how to do this.13:40AgentMhmm. I really do apologize on what happened. So I already sent you, ma'am, an email. Can you check, ma'am, whether you received it from Jonah?13:48CustomerOkay. 1 second. Let me Yes, ma'am. I received it. Okay,14:03Agentma'am. Just kindly visit that website, ma'am, and then provide your email and then your order number. You can request for a warranty claim in regards to the issue that you were encountering. It's either refund, ma'am, or a replacement. Okay?14:17CustomerOkay.14:19AgentThank you. Again, ma'am you're welcome, ma'am. Have a good day.14:23CustomerYes, ma'am. Why in the\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": "Hello,\n\nI hope this message finds you well.\n\nWe sincerely apologize for any inconvenience caused. Please find the link to your Seel’s worry-free protection here: https://resolve.seel.com/\n\nShould you have any additional inquiries or require further assistance, please do not hesitate to contact us. We are here to provide support.\n\nWishing you all the best and a pleasant day ahead.\n\nWarm Regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>I hope this message finds you well.<br> <br>We sincerely apologize for any inconvenience caused. Please find the link to your Seel’s worry-free protection here: <a rel=\"noopener noreferrer\" href=\"https://resolve.seel.com/\">https://resolve.seel.com/</a><br> <br>Should you have any additional inquiries or require further assistance, please do not hesitate to contact us. We are here to provide support.<br> <br>Wishing you all the best and a pleasant day ahead.<br> <br>Warm Regards,<br>Momcozy Customer Support Team<br></div>",
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