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"body": "Hello,\n\nWe hope this message finds you well! 😊\n\nFirst and foremost, we want to sincerely apologize for the inconvenience you've experienced with your M9. We truly understand how important reliable equipment is for your journey, and we're sorry for any frustration this has caused. 🙏\n\nSince Babylist is our valued retail partner 🛍️, they're specially equipped to handle your after-sales support directly. To make sure you get the fastest and best possible assistance, we recommend reaching out to their wonderful support team!\n\nHere's how to connect with them based on your payment method:\n\n_**• If you paid using insurance 🏥 → Please contact**_ _**health@babylist.com**__**.**_\n_**• If you paid directly 👨👩👧 → Please contact**_ _**support@babylist.com**__**.**_\n\nOnce they verify your order information and understand the product situation, they'll be happy to help with replacements or any other solutions you might need! ✅\n\nThank you so much for your understanding—it means the world to us!\n\nWishing you a wonderful day ahead! 🌈\n\nWarmly,\nThe Momcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>We hope this message finds you well! 😊<br> <br>First and foremost, we want to sincerely apologize for the inconvenience you've experienced with your M9. We truly understand how important reliable equipment is for your journey, and we're sorry for any frustration this has caused. 🙏<br> <br>Since Babylist is our valued retail partner 🛍️, they're specially equipped to handle your after-sales support directly. To make sure you get the fastest and best possible assistance, we recommend reaching out to their wonderful support team!<br> <br>Here's how to connect with them based on your payment method:<br> <br><span style=\"color: rgb(1,135,71);\"><i><strong>• If you paid using insurance 🏥 → Please contact </strong></i></span><a href=\"mailto:health@babylist.com\" rel=\"noreferrer\"><span style=\"color: rgb(1,135,71);\"><i><strong>health@babylist.com</strong></i></span></a><span style=\"color: rgb(1,135,71);\"><i><strong>.</strong></i></span><br><span style=\"color: rgb(1,135,71);\"><i><strong>• If you paid directly 👨👩👧 → Please contact </strong></i></span><a href=\"mailto:support@babylist.com\" rel=\"noreferrer\"><span style=\"color: rgb(1,135,71);\"><i><strong>support@babylist.com</strong></i></span></a><span style=\"color: rgb(1,135,71);\"><i><strong>.</strong></i></span><br> <br>Once they verify your order information and understand the product situation, they'll be happy to help with replacements or any other solutions you might need! ✅<br> <br>Thank you so much for your understanding—it means the world to us!<br> <br>Wishing you a wonderful day ahead! 🌈<br> <br>Warmly,<br>The Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nWe hope this message finds you well! 😊\n \nFirst and foremost, we want to sincerely apologize for the inconvenience you've experienced with your M9. We truly understand how important reliable equipment is for your journey, and we're sorry for any frustration this has caused. 🙏\n \nSince Babylist is our valued retail partner 🛍️, they're specially equipped to handle your after-sales support directly. To make sure you get the fastest and best possible assistance, we recommend reaching out to their wonderful support team!\n \nHere's how to connect with them based on your payment method:\n \n• If you paid using insurance 🏥 → Please contact health@babylist.com.\n• If you paid directly 👨👩👧 → Please contact support@babylist.com.\n \nOnce they verify your order information and understand the product situation, they'll be happy to help with replacements or any other solutions you might need! ✅\n \nThank you so much for your understanding—it means the world to us!\n \nWishing you a wonderful day ahead! 🌈\n \nWarmly,\nThe Momcozy Customer Support Team",
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"body": "(13:54:35) Momcozy April: We haven’t heard back from you, so we’ll go ahead and close this chat for now.\n \nIf you still need help or have any other questions, please don’t hesitate to reach out — we’re always happy to assist!\n \n📧 Email: support@momcozy.com (we aim to respond within 24 hours)\n💻 Live Chat: Available Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n \nThank you for contacting Momcozy, and we hope you have a wonderful day!\n \nWe would also love to hear your feedback on today’s assistance—it helps us keep improving our service for you and other moms.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(13:54:35) Momcozy April: We haven’t heard back from you, so we’ll go ahead and close this chat for now.\n<br> \n<br>If you still need help or have any other questions, please don’t hesitate to reach out — we’re always happy to assist!\n<br> \n<br>📧 Email: <a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a> (we aim to respond within 24 hours)\n<br>💻 Live Chat: Available Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n<br> \n<br>Thank you for contacting Momcozy, and we hope you have a wonderful day!\n<br> \n<br>We would also love to hear your feedback on today’s assistance—it helps us keep improving our service for you and other moms.</p></div>",
"plain_body": "(13:54:35) Momcozy April: We haven’t heard back from you, so we’ll go ahead and close this chat for now.\n\n \n\nIf you still need help or have any other questions, please don’t hesitate to reach out — we’re always happy to assist!\n\n \n\n📧 Email: support@momcozy.com (we aim to respond within 24 hours)\n\n💻 Live Chat: Available Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n\n \n\nThank you for contacting Momcozy, and we hope you have a wonderful day!\n\n \n\nWe would also love to hear your feedback on today’s assistance—it helps us keep improving our service for you and other moms.",
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"body": "(13:38:56) iOS User 2045740757662925496 uploaded: img_3998.jpeg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRFXGS78ENX5H2WSV8TJM01R/img_3998.jpeg\nType: image/jpeg\nSize: 1883629\n(13:39:00) iOS User 2045740757662925496: Order number: BLS-19747746\nOrder date: Sunday, January 18\nPlatform: Babylist\n\nMomcozy Wearable Breast Pump (Model Number BR223)\n\nI began using this pump on April 18. I clean the parts using the Momcozy bottle washer pro.\n\nAttaching the picture of the damaged flange.\n(13:41:16) Momcozy April: Thank you for letting us know. We highly recommend contacting Babylist as your order is with their platform. \n \nBabylist is one of our amazing partners, and they're experts at taking care of any after-sales needs you might have. They're there to make sure you get the best help and support possible.\n \nNow, just a quick heads-up: depending on how you paid for your purchase, the email address you'll need to reach out to might be different. To keep things smooth sailing, please make sure you pick the right one:\n \nIf you paid using insurance, just drop a line to health@babylist.com\n \nIf you paid directly, support@babylist.com is the way to go\n \nFor all the details on their after-sales process, feel free to get in touch with Babylist directly. They're a fantastic team, and we're sure they'll take great care of you.\n(13:43:18) iOS User 2045740757662925496: I am very disappointed with the product\n(13:43:28) iOS User 2045740757662925496: My wife use the only pump\n(13:44:26) iOS User 2045740757662925496: Since it got damaged\nI need to buy another until we get the replacement\n(13:45:19) Momcozy April: I completely understand, and we sincerely apologize for the inconvenience.\n \nWe first recommend contacting them directly, and if Babylist is unable to assist you, you may reach out to us again.\n \nNo worries, as all feedback is forwarded to our Operations team.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(13:38:56) iOS User 2045740757662925496 uploaded: img_3998.jpeg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRFXGS78ENX5H2WSV8TJM01R/img_3998.jpeg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRFXGS78ENX5H2WSV8TJM01R/img_3998.jpeg</a>\n<br>Type: image/jpeg\n<br>Size: 1883629\n<br>(13:39:00) iOS User 2045740757662925496: Order number: BLS-19747746\n<br>Order date: Sunday, January 18\n<br>Platform: Babylist</p>\n\n<p dir=\"auto\">Momcozy Wearable Breast Pump (Model Number BR223)</p>\n\n<p dir=\"auto\">I began using this pump on April 18. I clean the parts using the Momcozy bottle washer pro.</p>\n\n<p dir=\"auto\">Attaching the picture of the damaged flange.\n<br>(13:41:16) Momcozy April: Thank you for letting us know. We highly recommend contacting Babylist as your order is with their platform. \n<br> \n<br>Babylist is one of our amazing partners, and they're experts at taking care of any after-sales needs you might have. They're there to make sure you get the best help and support possible.\n<br> \n<br>Now, just a quick heads-up: depending on how you paid for your purchase, the email address you'll need to reach out to might be different. To keep things smooth sailing, please make sure you pick the right one:\n<br> \n<br>If you paid using insurance, just drop a line to <a href=\"mailto:health@babylist.com\" rel=\"noreferrer\">health@babylist.com</a>\n<br> \n<br>If you paid directly, <a href=\"mailto:support@babylist.com\" rel=\"noreferrer\">support@babylist.com</a> is the way to go\n<br> \n<br>For all the details on their after-sales process, feel free to get in touch with Babylist directly. They're a fantastic team, and we're sure they'll take great care of you.\n<br>(13:43:18) iOS User 2045740757662925496: I am very disappointed with the product\n<br>(13:43:28) iOS User 2045740757662925496: My wife use the only pump\n<br>(13:44:26) iOS User 2045740757662925496: Since it got damaged\n<br>I need to buy another until we get the replacement\n<br>(13:45:19) Momcozy April: I completely understand, and we sincerely apologize for the inconvenience.\n<br> \n<br>We first recommend contacting them directly, and if Babylist is unable to assist you, you may reach out to us again.\n<br> \n<br>No worries, as all feedback is forwarded to our Operations team.</p></div>",
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"body": "(13:29:40) iOS User 2045740757662925496: Sure\n(13:30:12) Momcozy April: 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 better analyze the issue you're experiencing, please provide: \n \nOrder number:\nThe sales platform where you made the purchase \nA photo of bottom of motor to let us get the SN and model number : \nUDI (Unique Device Identifier) information located on the bottom of the box. \n \nTo assist our investigation, please share:\n \n• How long you've been using the accessories since receiving them\n \n• Your cleaning routine (frequency, method, and products used)\n \n• Your sterilization habits (frequency, method, and equipment)\n \n• How you typically store the parts when not in use\n \n• Photos of the damaged areas, if possible\n \nOnce we receive these details, our team will personally review your case and determine the most appropriate way to resolve this for you.\n \nWe know how important these accessories are for your breastfeeding journey, and we want to ensure you have only the best experience with our products. Thank you for trusting us with this matter - we're committed to making things right for you.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(13:29:40) iOS User 2045740757662925496: Sure\n<br>(13:30:12) Momcozy April: 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<br> \n<br>To better analyze the issue you're experiencing, please provide: \n<br> \n<br>Order number:\n<br>The sales platform where you made the purchase \n<br>A photo of bottom of motor to let us get the SN and model number : \n<br>UDI (Unique Device Identifier) information located on the bottom of the box. \n<br> \n<br>To assist our investigation, please share:\n<br> \n<br>• How long you've been using the accessories since receiving them\n<br> \n<br>• Your cleaning routine (frequency, method, and products used)\n<br> \n<br>• Your sterilization habits (frequency, method, and equipment)\n<br> \n<br>• How you typically store the parts when not in use\n<br> \n<br>• Photos of the damaged areas, if possible\n<br> \n<br>Once we receive these details, our team will personally review your case and determine the most appropriate way to resolve this for you.\n<br> \n<br>We know how important these accessories are for your breastfeeding journey, and we want to ensure you have only the best experience with our products. Thank you for trusting us with this matter - we're committed to making things right for you.</p></div>",
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