通话来自 +1 (615) 299-6510

{
  "ticket": {
    "ticket_id": "1255721",
    "subject": "Call with Caller +1 (615) 299-6510",
    "description": "Call from: +1 (615) 299-6510\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 4:43:12 PM UTC",
    "status": "solved",
    "priority": "normal",
    "product_model": "",
    "created_at": "2026-05-13T16:43:53Z",
    "updated_at": "2026-05-13T16:59:09Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "refund status / tracking order",
    "agents_notes": "refund status / tracking order",
    "category_field_id": "34154549939865",
    "category_name": "Orders&Logistics::Tracking order",
    "category_value": "orders_logistics__tracking_order",
    "category_zh": "查询订单物流"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 3,
      "voice": 2
    }
  },
  "messages": [
    {
      "conversation_id": "57889976666265",
      "type": "Comment",
      "created_at": "2026-05-13T16:59:09Z",
      "author_id": "34818877588633",
      "author_name": "CT-Gold",
      "author_role": "agent",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Customer Communications: INBOUND\nIssue Details: refund status / tracking order\nResolution Offered: educ abt the refund status / educ abt the tracking \nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A\ngihanhelmy7@gmail.com"
    },
    {
      "conversation_id": "57889964171161",
      "type": "Comment",
      "created_at": "2026-05-13T16:55:44Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer contacted Momcozy regarding an $18.65 refund with a 10% discount that failed to process due to a changed debit card. Customer shared her email (jeehanhelmenumber7@gmail.com) and order number (J1623876) to verify refund status. Agent confirmed refund was processed successfully and should reflect on her card within 3 to 5 business days. Customer mentioned an email stating refund attempt failed due to payment method issues; agent verified no such email was sent aside from the refund confirmation. Customer’s order is confirmed shipped, with tracking via USPS and expected delivery by Saturday 9 PM. Customer already has tracking info but requested agent to resend tracking details via email, which was agreed upon. No further issues or questions; customer thanked the agent and call ended. \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": "57889964042265",
      "type": "Comment",
      "created_at": "2026-05-13T16:55:40Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:02AgentThank you for calling momcozy. This is Gold. How can I help you?00:06CustomerHi. I received the email about my payment. It should be given to me, like, 10% discount, and he tried to put it some money to my account. He said it doesn't work. I think because I changed my debit card.00:23CustomerDo you mind if you can, like, review with me, please?00:31AgentI'm sorry, ma'am. You mean you're having issue, ma'am, with the product? I'm sorry.00:36CustomerNo. Not with the product. With the refund. He said it should be given to me refund, $18.65. You try put it to my account, and it say it doesn't work.00:49AgentSo you're checking, ma'am, your refund status. So for this 1, ma'am, we will gonna go ahead and double check, ma'am. Okay? So by the way, could you please provide to me, ma'am, your order number, ma'am, or your email address?01:06CustomerYeah. My email address, it's jeehanhelmenumber7@gmail.com.01:15AgentCould you please spell it for me, ma'am? Thank you.01:18CustomerYes. First name is Jihan, g I h a n, and last name, h e l m y, number 7 at Gmail.01:37AgentAlright. Thank you, ma'am. Let me just make sure, ma'am, if I got it correctly. I'm gonna spell it, ma'am, phonetically. Okay?01:44AgentSo that would be JForJacobAForAlphaHForHotelAForAlphaNForNovemberHForHotelEForEchoLForLimaEForEchoNForNovemberYForYankeeNumber7InGmailDotMLikeMary. M like Mary, ma'am?02:07CustomerM like yes. Okay.02:10AgentSo that would be j a h a n02:15CustomerNot no. Not g a. G I. G I.02:21AgentJ for Jacob, m?02:25CustomerJ, yes, for Jacob, I.02:30AgentAlright. And then h for hotel, h for alpha or apple. Yes. For November Yes. H for hotel02:46CustomerYes.02:47AgentE for echo Yes. L for Lima Yes. E for echo02:56CustomerNo. M like Mary. M. Ah, okay. So h e l yeah.03:04CustomerGo ahead.03:06AgentSorry, ma'am. Hel,mforMary,yforYankee,number7@Gmail.com.03:16CustomerCorrect.03:17AgentAlright. Thank you, ma'am. Let me just go ahead and try to pull up some information, ma'am. Okay? Just bear with03:22Customerme. Uh-huh. Unfortunately,03:30Agentma'am, there was no information showing under the email you have provided to me, ma'am.03:38CustomerI have the email I have the email I received it from you yesterday. Do you need me give it to you the order number?03:47AgentYes, ma'am. Please. Thank you.03:50CustomerThe order number, it's JLikeJacobAnotherJLikeJacob1623876.04:07AgentThank you so much, ma'am. Let me just go ahead and try to pull up, ma'am, your order. Okay? Uh-huh. Ma'am.04:13AgentThank you. Sure. Alrighty. Thank you so much, ma'am, for patiently holding. So, yeah, I was able, ma'am, to actually locate, ma'am, the email and the refund, ma'am, that I have provided to you, ma'am, yesterday.06:31AgentSo or sorry, ma'am, last Tuesday. And upon checking in here, ma'am, the refund, the 10% partial refund, ma'am, has already been processed, ma'am. And for this 1, it will gonna reflect, ma'am, to your card within 3 to 5 business days.06:50CustomerYeah. But the email I received, they say they tried to refund, but the card is not working. This what they say in my name. I don't know. They say they're not able to do the refund because the payment is not correct.07:05CustomerThis is reason I call. Do you need me give it to you, the card number?07:12AgentWhere did you get that information, ma'am? On your bank?07:17CustomerNo. I got it from you. I received the email yesterday about you try refund $18 and something, but you're not able to put it because my payment doesn't work. This what I received in the email. I don't know if it's not correct or what.07:36AgentOn the07:36CustomerBecause I have the I have the debit card in front of me now, the 1 I did the payment, and it's it's working good. I don't know why you're not able to put the refund.07:50AgentActually, ma'am, upon checking in here, the status, ma'am, is a refund success. And the email, ma'am, that I have sent to you was about a confirmation, ma'am, for the refund, for the 10% partial refund, ma'am.08:03CustomerOkay. If you see that for us, this is good, it's okay. Thank you so much.08:08AgentYes, ma'am. You're welcome, ma'am. Hold on. But let me double check for your email. Yeah.08:16AgentActually, ma'am, there was no email. Aside from the confirmation I have sent, ma'am, there was no other email, ma'am, was sent to your email, ma'am.08:26CustomerOkay. Thank you, ma'am. Appreciate it.08:30AgentAlright. You're welcome, ma'am. So, yeah, just let us know, ma'am, if in any event that it will still not gonna reflect within 3 to 5 business days.08:40CustomerWe will Okay. Do do you log in to the order? Is the order on the way now. Right? It's already the shipping?08:49AgentHold on, ma'am. Let me go back again. Okay. Hold on. Alright.09:04AgentSo, actually, ma'am, for this 1, I can see that there's already a tracking number associated, ma'am, for your order. So K. It's supposed to be sent, ma'am, to your email as well. Have you already received it, ma'am, or no?09:19CustomerI think I received this email about it so I can process with some, like, disclaimer check. Received It09:31Agentwas through the tracking, ma'am, is through USPS, ma'am.09:37CustomerAh, okay. Okay. He said your order is on the way. This what I received. It is saying your order is on the way,09:46Agentma'am. That is correct, ma'am. So it's gonna be delivered, ma'am, this coming Saturday, basically, ma'am, by 9PM.09:56CustomerOkay. Thank you so much. I appreciate it.09:59AgentAlright. You're welcome, ma'am. So would you like, ma'am, to get the tracking, or you have it already, ma'am?10:05CustomerI have it. Okay. I'll see. The track I have the order number, and I have10:16Agentis the tracking number? Ma'am, from USPS. Do you have it or no, ma'am?10:22CustomerI have a tracking dish to use the tracking. Okay. I don't think so. I have the tracking number.10:32AgentOkay. If you want, ma'am, I can provide to you right now your tracking number so you can search it through USPS, ma'am.10:40CustomerOkay. Thank you so much. I appreciate your help. You will be sending to my email. Right?10:45CustomerOkay. Thank you, ma'am.10:48AgentSure, ma'am. I can send it to you, ma'am, via email. Okay?10:51CustomerOkay. Thank you. Thank you.10:53AgentThe link, ma'am.10:54CustomerThank you so much.10:56AgentAlright. You're welcome, ma'am. So, yeah, is there anything else, ma'am, that I can possibly assist11:01Customeryou with? It. Thank you. You too. Bye bye.11:04AgentAlright. You're welcome. So, yeah, if you don't have any more questions, ma'am, thank you so much for calling momcozy. You have a wonderful day, ma'am. Bye for now.11:12AgentThank you. Care.11:13CustomerBye bye.11:14AgentWelcome, ma'am. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
    },
    {
      "conversation_id": "57889954615065",
      "type": "VoiceComment",
      "created_at": "2026-05-13T16:55:16Z",
      "author_id": "34818877588633",
      "author_name": "CT-Gold",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "voice",
      "public": true,
      "recording_type": "call",
      "text": "Inbound call from +1 (615) 299-6510\nCall Details:\n\nCall from: +1 (615) 299-6510\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 16:43:12 UTC\nLocation: Nashville, Tennessee, United States\nAnswered by: CT-Gold\nLength of phone call: 12 minutes, 3 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA87b6cd0fbf9f72343e28e5661ee9b057/twilio/call/recording"
    },
    {
      "conversation_id": "57889796063257",
      "type": "Comment",
      "created_at": "2026-05-13T16:43:53Z",
      "author_id": "57849632511897",
      "author_name": "Caller +1 (615) 299-6510",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "voice",
      "public": false,
      "recording_type": "",
      "text": "Call from: +1 (615) 299-6510\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 4:43:12 PM UTC"
    }
  ]
}

{
  "translated_subject": "通话来自 +1 (615) 299-6510",
  "translated_description": "呼叫来自：+1 (615) 299-6510\n呼叫至：+1 (619) 848-0676\n通话时间：2026年5月13日 4:43:12 PM UTC",
  "translated_agents_notes": "退款状态 / 订单追踪",
  "translated_category_label": "订单与物流::查询订单物流",
  "translated_messages": [
    {
      "conversation_id": "57889976666265",
      "created_at": "2026-05-13T16:59:09Z",
      "sender_type": "internal",
      "author_name": "CT-Gold",
      "channel": "web",
      "translated_text": "客户沟通：呼入\n问题详情：退款状态 / 订单追踪\n提供的解决方案：告知退款状态 / 告知追踪信息\n客户回应：客户已理解\n后续行动：无\n升级详情：无\ngihanhelmy7@gmail.com"
    },
    {
      "conversation_id": "57889964171161",
      "created_at": "2026-05-13T16:55:44Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n客户联系了 Momcozy，咨询关于一笔 18.65 美元的 10% 折扣退款，该退款由于借记卡变更而处理失败。客户提供了她的电子邮件 (jeehanhelmenumber7@gmail.com) 和订单号 (J1623876) 以核实退款状态。客服确认退款已成功处理，应在 3 到 5 个工作日内反映在她的卡上。客户提到收到一封邮件称由于支付方式问题退款尝试失败；客服核实除了退款确认邮件外，并未发送过此类邮件。客户的订单已确认发货，通过 USPS 追踪，预计在本周六晚 9 点前送达。客户已有追踪信息，但要求客服通过邮件重新发送追踪详情，客服已同意。没有进一步的问题；客户感谢了客服，通话结束。\n如果您从此备注中删除任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除该数据。"
    },
    {
      "conversation_id": "57889964042265",
      "created_at": "2026-05-13T16:55:40Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话逐字稿：\n00:02 客服：感谢致电 Momcozy。我是 Gold。有什么可以帮您的？\n00:06 客户：你好。我收到了关于我付款的邮件。应该给我，比如，10% 的折扣，他尝试把钱退到我的账户里。他说没成功。我想是因为我换了借记卡。\n00:23 客户：你介意帮我查看一下吗？\n00:31 客服：抱歉，女士。您是说产品有问题吗，女士？抱歉。\n00:36 客户：不是。不是产品。是退款。他说应该退给我 18.65 美元。你们尝试退到我的账户，但显示没成功。\n00:49 客服：所以您是在查询退款状态。关于这点，女士，我们会为您仔细核对。好吗？顺便，请提供您的订单号或电子邮件地址好吗？\n01:06 客户：好的。我的电子邮件地址是 jeehanhelmenumber7@gmail.com。\n01:15 客服：请问能为我拼写一下吗？谢谢。\n01:18 客户：好的。名字是 Jihan，g i h a n，姓是 h e l m y，数字 7，在 Gmail。\n01:37 客服：好的。谢谢。让我确认一下是否正确。我会用音标拼法来拼。好吗？\n01:44 客服：那是 J 代表 Jacob，A 代表 Alpha，H 代表 Hotel，A 代表 Alpha，N 代表 November，H 代表 Hotel，E 代表 Echo，L 代表 Lima，E 代表 Echo，N 代表 November，Y 代表 Yankee，数字 7，在 Gmail 点 M 代表 Mary。是 M 代表 Mary 吗，女士？\n02:07 客户：M 对的。好的。\n02:10 客服：所以是 j a h a n\n02:15 客户：不，不是 g a。是 G I。G I。\n02:21 客服：J 代表 Jacob，对吗？\n02:25 客户：J，是的，代表 Jacob，I。\n02:30 客服：好的。然后 H 代表 Hotel，H 代表 Alpha 或 Apple。是的。N 代表 November。是的。H 代表 Hotel\n02:46 客户：是的。\n02:47 客服：E 代表 Echo。是的。L 代表 Lima。是的。E 代表 Echo\n02:56 客户：不。M 代表 Mary。M。啊，好的。所以是 h e l，对。\n03:04 客户：请继续。\n03:06 客服：抱歉女士。Hel, M 代表 Mary, Y 代表 Yankee, 数字 7 @Gmail.com。\n03:16 客户：正确。\n03:17 客服：好的。谢谢。让我尝试调取一些信息。请稍等。\n03:22 客户：嗯。不幸的是，\n03:30 客服：女士，在您提供的邮箱下没有显示任何信息。\n03:38 客户：我有邮件。我昨天收到了你们的邮件。需要我给你订单号吗？\n03:47 客服：好的，女士。麻烦了。谢谢。\n03:50 客户：订单号是 J 代表 Jacob，另一个 J 代表 Jacob 1623876。\n04:07 客服：非常感谢。让我尝试调取您的订单。好的。嗯。女士。\n04:13 客服：谢谢。没问题。好的。非常感谢您的耐心等待。是的，我已经定位到了那个邮箱和昨天提供的退款信息。\n06:31 客服：或者抱歉女士，是上周二。经过查看，10% 的部分退款已经处理完成了。这笔退款将在 3 到 5 个工作日内反映在您的卡上。\n06:50 客户：是的。但我收到的邮件说你们尝试退款，但卡不能用了。邮件里是这么说的。我不知道。他们说无法退款，因为付款信息不正确。\n07:05 客户：这就是我打电话的原因。需要我把卡号给你吗？\n07:12 客服：您是从哪里得到这个信息的，女士？是您的银行吗？\n07:17 客户：不。是从你们这。我昨天收到你们的邮件，说你们尝试退款 18 美元多，但无法退入，因为我的支付方式不成功。这是我在邮件里看到的。我不知道是不是不正确或其他情况。\n07:36 客服：在那封...\n07:36 客户：因为我现在的借记卡就在我面前，就是我付款的那张，它是正常的。我不知道为什么你们无法退款。\n07:50 客服：实际上，女士，查看这里的状态，显示退款成功。我发给您的那封邮件是关于 10% 部分退款的确认函。\n08:03 客户：好吧。如果你看到是成功的，那就好。非常感谢。\n08:08 客服：好的，女士。不客气。请稍等。让我再核对一下您的邮件。是的。\n08:16 客服：实际上，女士，没有其他邮件。除了我发送的确认函外，没有其他邮件发送到您的邮箱。\n08:26 客户：好的。谢谢，女士。非常感谢。\n08:30 客服：好的。不客气。如果 3 到 5 个工作日内还是没有显示，请告诉我们。\n08:40 客户：我们会做的。好的。你能登录查看订单吗？订单现在在路上了吗？已经发货了吗？\n08:49 客服：请稍等，女士。让我再查一下。好的。稍等。好的。\n09:04 客服：实际上，女士，我可以看到您的订单已经关联了一个追踪号码。它应该也已经发送到您的邮箱了。您收到了吗？还是没收到？\n09:19 客户：我想我收到了相关的邮件，所以我可以查看。收到了。\n09:31 客服：追踪是通过 USPS 配送的。\n09:37 客户：啊，好的。好的。他说您的订单正在路上。这是我收到的。它显示您的订单在路上了。\n09:46 客服：是的，女士。没问题。它将在本周六晚上 9 点前送达。\n09:56 客户：好的。非常感谢。感激不尽。\n09:59 客服：好的。不客气。您是想要追踪号，还是您已经有了？\n10:05 客户：我有。好的。我看看。我有订单号，我还有...\n10:16 客服：那是 USPS 的追踪号吗？您有还是没有？\n10:22 客户：我有订单号。我不确定是否有追踪号。\n10:32 客服：好的。如果您需要，我现在可以给您追踪号，这样您就可以在 USPS 查询。\n10:40 客户：好的。非常感谢。谢谢您的帮助。你会发送到我的邮箱对吧？\n10:45 客户：好的。谢谢。\n10:48 客服：当然，女士。我会通过邮件发给您。好吗？\n10:51 客户：好的。谢谢。谢谢。\n10:53 客服：是链接，女士。\n10:54 客户：非常感谢。\n10:56 客服：好的。不客气。那么，还有什么其他我可以帮您的吗？\n11:01 客户：没有了。谢谢。你也一样。再见。\n11:04 客服：好的。不客气。如果您没有其他问题了，女士，非常感谢致电 Momcozy。祝您有愉快的一天。再见。\n11:12 客服：谢谢。保重。\n11:13 客户：再见。\n11:14 客服：不客气。再见。\n如果您从此备注中删除任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除该数据。"
    },
    {
      "conversation_id": "57889954615065",
      "created_at": "2026-05-13T16:55:16Z",
      "sender_type": "agent",
      "author_name": "CT-Gold",
      "channel": "voice",
      "translated_text": "来自 +1 (615) 299-6510 的呼入电话\n通话详情：\n\n呼叫来自：+1 (615) 299-6510\n呼叫至：+1 (619) 848-0676\n通话时间：2026-05-13 16:43:12 UTC\n地点：美国田纳西州纳什维尔\n接听者：CT-Gold\n通话时长：12 分钟 3 秒\n收听录音：https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA87b6cd0fbf9f72343e28e5661ee9b057/twilio/call/recording"
    },
    {
      "conversation_id": "57889796063257",
      "created_at": "2026-05-13T16:43:53Z",
      "sender_type": "internal",
      "author_name": "Caller +1 (615) 299-6510",
      "channel": "voice",
      "translated_text": "呼叫来自：+1 (615) 299-6510\n\n呼叫至：+1 (619) 848-0676\n\n通话时间：2026年5月13日 4:43:12 PM UTC"
    }
  ],
  "chinese_reading_text": "【标题】通话来自 +1 (615) 299-6510\n【分类】订单与物流::查询订单物流\n【产品/渠道】渠道: Agent/Web/Voice\n【客服备注】退款状态 / 订单追踪\n【工单描述】呼叫来自：+1 (615) 299-6510；呼叫至：+1 (619) 848-0676；时间：2026-05-13 16:43:12 UTC\n【会话翻译】\n1. (2026-05-13 16:43:53) 客户：呼入详情：来自 +1 (615) 299-6510。\n2. (2026-05-13 16:55:16) 客服 CT-Gold：呼入通话成功，时长 12 分 3 秒，地点：田纳西州纳什维尔。\n3. (2026-05-13 16:55:40) 系统：通话逐字稿显示客户 Jihan Helmy 查询 10% 退款（18.65 美元）状态。由于客户变更了借记卡，误以为退款失败（实为确认邮件）。客服核实退款已成功处理，3-5个工作日到账。同时确认订单 J1623876 已发货，由 USPS 配送，预计周六送达。客服同意通过邮件补发追踪链接。\n4. (2026-05-13 16:55:44) 系统：通话摘要确认了退款处理成功及物流追踪详情，客户感谢后结束通话。\n5. (2026-05-13 16:59:09) 客服 CT-Gold：备注：已向客户解释退款状态和物流追踪，客户已理解。邮箱：gihanhelmy7@gmail.com",
  "translation_notes": [
    "客户提供的拼写在逐字稿中存在反复确认过程，涉及 G/J 差异，已按原文语境保留。",
    "文中涉及的 jeehanhelmenumber7@gmail.com 和 gihanhelmy7@gmail.com 疑似为同一用户不同邮箱或记录纠正，已保留原文。"
  ]
}

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  "custom_status_id": 32358772428057,
  "ticket_id": 1255721,
  "assignee_id": 34818877588633,
  "created": "2026-05-13T16:43:53Z",
  "subject": "Call with Caller +1 (615) 299-6510",
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  "32685292044825": "Shopify::Official web",
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  "ticket": {
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    "subject": "Call with Caller +1 (615) 2...",
    "description": "Call from: +1 (615) 299-6510\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 4:43:12 PM UTC",
    "is_group_public": true,
    "status": "solved",
    "type": "incident",
    "priority": "normal",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1255721.json",
    "custom_status_id": 32358772428057,
    "brand_id": 32404259465241,
    "last_comment": {
      "id": 57889976666265,
      "body": "Customer Communications: INBOUND\nIssue Details: refund status / tracking order\nResolution Offered: educ abt the refund status / educ abt the tracking \nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A\ngihanhelmy7@gmail.com",
      "created_at": "2026-05-13T16:59:09Z",
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{
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      "id": 57889976666265,
      "type": "Comment",
      "author_id": 34818877588633,
      "body": "Customer Communications: INBOUND\nIssue Details: refund status / tracking order\nResolution Offered: educ abt the refund status / educ abt the tracking\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A\ngihanhelmy7@gmail.com",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer&nbsp;Communications: INBOUND<br>Issue&nbsp;Details: refund status / tracking order<br>Resolution&nbsp;Offered:&nbsp;educ abt the refund status / educ abt the tracking&nbsp;<br>Customer&nbsp;Responses:&nbsp;cx understood<br>Follow-up&nbsp;Actions:&nbsp;N/A<br>Escalation&nbsp;Details:&nbsp;N/A<br><a href=\"mailto:gihanhelmy7@gmail.com\" rel=\"noreferrer\">gihanhelmy7@gmail.com</a><br></div>",
      "plain_body": "Customer&nbsp;Communications: INBOUND\nIssue&nbsp;Details: refund status / tracking order\nResolution&nbsp;Offered:&nbsp;educ abt the refund status / educ abt the tracking&nbsp;\nCustomer&nbsp;Responses:&nbsp;cx understood\nFollow-up&nbsp;Actions:&nbsp;N/A\nEscalation&nbsp;Details:&nbsp;N/A\ngihanhelmy7@gmail.com",
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      "body": "#### **Call summary:**\n\n\n- Customer contacted Momcozy regarding an $18.65 refund with a 10% discount that failed to process due to a changed debit card.\n- Customer shared her email (jeehanhelmenumber7@gmail.com) and order number (J1623876) to verify refund status.\n- Agent confirmed refund was processed successfully and should reflect on her card within 3 to 5 business days.\n- Customer mentioned an email stating refund attempt failed due to payment method issues; agent verified no such email was sent aside from the refund confirmation.\n- Customer’s order is confirmed shipped, with tracking via USPS and expected delivery by Saturday 9 PM.\n- Customer already has tracking info but requested agent to resend tracking details via email, which was agreed upon.\n- No further issues or questions; customer thanked the agent and call ended.\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 an $18.65 refund with a 10% discount that failed to process due to a changed debit card.</li><li>Customer shared her email (jeehanhelmenumber7@gmail.com) and order number (J1623876) to verify refund status.</li><li>Agent confirmed refund was processed successfully and should reflect on her card within 3 to 5 business days.</li><li>Customer mentioned an email stating refund attempt failed due to payment method issues; agent verified no such email was sent aside from the refund confirmation.</li><li>Customer’s order is confirmed shipped, with tracking via USPS and expected delivery by Saturday 9 PM.</li><li>Customer already has tracking info but requested agent to resend tracking details via email, which was agreed upon.</li><li>No further issues or questions; customer thanked the agent and call ended.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call summary: \n  Customer contacted Momcozy regarding an $18.65 refund with a 10% discount that failed to process due to a changed debit card.  Customer shared her email (jeehanhelmenumber7@gmail.com) and order number (J1623876) to verify refund status.  Agent confirmed refund was processed successfully and should reflect on her card within 3 to 5 business days.  Customer mentioned an email stating refund attempt failed due to payment method issues; agent verified no such email was sent aside from the refund confirmation.  Customer’s order is confirmed shipped, with tracking via USPS and expected delivery by Saturday 9 PM.  Customer already has tracking info but requested agent to resend tracking details via email, which was agreed upon.  No further issues or questions; customer thanked the agent and call ended.  \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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      "id": 57889964042265,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Thank you for calling momcozy. This is Gold. How can I help you?\n**00:06** **Customer** Hi. I received the email about my payment. It should be given to me, like, 10% discount, and he tried to put it some money to my account. He said it doesn't work. I think because I changed my debit card.\n**00:23** **Customer** Do you mind if you can, like, review with me, please?\n**00:31** **Agent** I'm sorry, ma'am. You mean you're having issue, ma'am, with the product? I'm sorry.\n**00:36** **Customer** No. Not with the product. With the refund. He said it should be given to me refund, $18.65. You try put it to my account, and it say it doesn't work.\n**00:49** **Agent** So you're checking, ma'am, your refund status. So for this 1, ma'am, we will gonna go ahead and double check, ma'am. Okay? So by the way, could you please provide to me, ma'am, your order number, ma'am, or your email address?\n**01:06** **Customer** Yeah. My email address, it's jeehanhelmenumber7@gmail.com.\n**01:15** **Agent** Could you please spell it for me, ma'am? Thank you.\n**01:18** **Customer** Yes. First name is Jihan, g I h a n, and last name, h e l m y, number 7 at Gmail.\n**01:37** **Agent** Alright. Thank you, ma'am. Let me just make sure, ma'am, if I got it correctly. I'm gonna spell it, ma'am, phonetically. Okay?\n**01:44** **Agent** So that would be JForJacobAForAlphaHForHotelAForAlphaNForNovemberHForHotelEForEchoLForLimaEForEchoNForNovemberYForYankeeNumber7InGmailDotMLikeMary. M like Mary, ma'am?\n**02:07** **Customer** M like yes. Okay.\n**02:10** **Agent** So that would be j a h a n\n**02:15** **Customer** Not no. Not g a. G I. G I.\n**02:21** **Agent** J for Jacob, m?\n**02:25** **Customer** J, yes, for Jacob, I.\n**02:30** **Agent** Alright. And then h for hotel, h for alpha or apple. Yes. For November Yes. H for hotel\n**02:46** **Customer** Yes.\n**02:47** **Agent** E for echo Yes. L for Lima Yes. E for echo\n**02:56** **Customer** No. M like Mary. M. Ah, okay. So h e l yeah.\n**03:04** **Customer** Go ahead.\n**03:06** **Agent** Sorry, ma'am. Hel,mforMary,yforYankee,number7@Gmail.com.\n**03:16** **Customer** Correct.\n**03:17** **Agent** Alright. Thank you, ma'am. Let me just go ahead and try to pull up some information, ma'am. Okay? Just bear with\n**03:22** **Customer** me. Uh-huh. Unfortunately,\n**03:30** **Agent** ma'am, there was no information showing under the email you have provided to me, ma'am.\n**03:38** **Customer** I have the email I have the email I received it from you yesterday. Do you need me give it to you the order number?\n**03:47** **Agent** Yes, ma'am. Please. Thank you.\n**03:50** **Customer** The order number, it's JLikeJacobAnotherJLikeJacob1623876.\n**04:07** **Agent** Thank you so much, ma'am. Let me just go ahead and try to pull up, ma'am, your order. Okay? Uh-huh. Ma'am.\n**04:13** **Agent** Thank you. Sure. Alrighty. Thank you so much, ma'am, for patiently holding. So, yeah, I was able, ma'am, to actually locate, ma'am, the email and the refund, ma'am, that I have provided to you, ma'am, yesterday.\n**06:31** **Agent** So or sorry, ma'am, last Tuesday. And upon checking in here, ma'am, the refund, the 10% partial refund, ma'am, has already been processed, ma'am. And for this 1, it will gonna reflect, ma'am, to your card within 3 to 5 business days.\n**06:50** **Customer** Yeah. But the email I received, they say they tried to refund, but the card is not working. This what they say in my name. I don't know. They say they're not able to do the refund because the payment is not correct.\n**07:05** **Customer** This is reason I call. Do you need me give it to you, the card number?\n**07:12** **Agent** Where did you get that information, ma'am? On your bank?\n**07:17** **Customer** No. I got it from you. I received the email yesterday about you try refund $18 and something, but you're not able to put it because my payment doesn't work. This what I received in the email. I don't know if it's not correct or what.\n**07:36** **Agent** On the\n**07:36** **Customer** Because I have the I have the debit card in front of me now, the 1 I did the payment, and it's it's working good. I don't know why you're not able to put the refund.\n**07:50** **Agent** Actually, ma'am, upon checking in here, the status, ma'am, is a refund success. And the email, ma'am, that I have sent to you was about a confirmation, ma'am, for the refund, for the 10% partial refund, ma'am.\n**08:03** **Customer** Okay. If you see that for us, this is good, it's okay. Thank you so much.\n**08:08** **Agent** Yes, ma'am. You're welcome, ma'am. Hold on. But let me double check for your email. Yeah.\n**08:16** **Agent** Actually, ma'am, there was no email. Aside from the confirmation I have sent, ma'am, there was no other email, ma'am, was sent to your email, ma'am.\n**08:26** **Customer** Okay. Thank you, ma'am. Appreciate it.\n**08:30** **Agent** Alright. You're welcome, ma'am. So, yeah, just let us know, ma'am, if in any event that it will still not gonna reflect within 3 to 5 business days.\n**08:40** **Customer** We will Okay. Do do you log in to the order? Is the order on the way now. Right? It's already the shipping?\n**08:49** **Agent** Hold on, ma'am. Let me go back again. Okay. Hold on. Alright.\n**09:04** **Agent** So, actually, ma'am, for this 1, I can see that there's already a tracking number associated, ma'am, for your order. So K. It's supposed to be sent, ma'am, to your email as well. Have you already received it, ma'am, or no?\n**09:19** **Customer** I think I received this email about it so I can process with some, like, disclaimer check. Received It\n**09:31** **Agent** was through the tracking, ma'am, is through USPS, ma'am.\n**09:37** **Customer** Ah, okay. Okay. He said your order is on the way. This what I received. It is saying your order is on the way,\n**09:46** **Agent** ma'am. That is correct, ma'am. So it's gonna be delivered, ma'am, this coming Saturday, basically, ma'am, by 9PM.\n**09:56** **Customer** Okay. Thank you so much. I appreciate it.\n**09:59** **Agent** Alright. You're welcome, ma'am. So would you like, ma'am, to get the tracking, or you have it already, ma'am?\n**10:05** **Customer** I have it. Okay. I'll see. The track I have the order number, and I have\n**10:16** **Agent** is the tracking number? Ma'am, from USPS. Do you have it or no, ma'am?\n**10:22** **Customer** I have a tracking dish to use the tracking. Okay. I don't think so. I have the tracking number.\n**10:32** **Agent** Okay. If you want, ma'am, I can provide to you right now your tracking number so you can search it through USPS, ma'am.\n**10:40** **Customer** Okay. Thank you so much. I appreciate your help. You will be sending to my email. Right?\n**10:45** **Customer** Okay. Thank you, ma'am.\n**10:48** **Agent** Sure, ma'am. I can send it to you, ma'am, via email. Okay?\n**10:51** **Customer** Okay. Thank you. Thank you.\n**10:53** **Agent** The link, ma'am.\n**10:54** **Customer** Thank you so much.\n**10:56** **Agent** Alright. You're welcome, ma'am. So, yeah, is there anything else, ma'am, that I can possibly assist\n**11:01** **Customer** you with? It. Thank you. You too. Bye bye.\n**11:04** **Agent** Alright. You're welcome. So, yeah, if you don't have any more questions, ma'am, thank you so much for calling momcozy. You have a wonderful day, ma'am. Bye for now.\n**11:12** **Agent** Thank you. Care.\n**11:13** **Customer** Bye bye.\n**11:14** **Agent** Welcome, ma'am. Bye bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for calling momcozy. This is Gold. How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. I received the email about my payment. It should be given to me, like, 10% discount, and he tried to put it some money to my account. He said it doesn't work. I think because I changed my debit card.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Do you mind if you can, like, review with me, please?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:31</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. You mean you're having issue, ma'am, with the product? I'm sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. Not with the product. With the refund. He said it should be given to me refund, $18.65. You try put it to my account, and it say it doesn't work.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So you're checking, ma'am, your refund status. So for this 1, ma'am, we will gonna go ahead and double check, ma'am. Okay? So by the way, could you please provide to me, ma'am, your order number, ma'am, or your email address?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. My email address, it's jeehanhelmenumber7@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Could you please spell it for me, ma'am? Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. First name is Jihan, g I h a n, and last name, h e l m y, number 7 at Gmail.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you, ma'am. Let me just make sure, ma'am, if I got it correctly. I'm gonna spell it, ma'am, phonetically. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So that would be JForJacobAForAlphaHForHotelAForAlphaNForNovemberHForHotelEForEchoLForLimaEForEchoNForNovemberYForYankeeNumber7InGmailDotMLikeMary. M like Mary, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">M like yes. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:10</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 that would be j a h a n</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Not no. Not g a. G I. G I.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">J for Jacob, m?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">J, yes, for Jacob, I.</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;\">Alright. And then h for hotel, h for alpha or apple. Yes. For November Yes. H for hotel</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;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">E for echo Yes. L for Lima Yes. E for echo</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. M like Mary. M. Ah, okay. So h e l yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Go ahead.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry, ma'am. Hel,mforMary,yforYankee,number7@Gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you, ma'am. Let me just go ahead and try to pull up some information, ma'am. Okay? Just bear with</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">me. Uh-huh. Unfortunately,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am, there was no information showing under the email you have provided to me, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I have the email I have the email I received it from you yesterday. Do you need me give it to you the order number?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:47</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. Please. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The order number, it's JLikeJacobAnotherJLikeJacob1623876.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:07</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 so much, ma'am. Let me just go ahead and try to pull up, ma'am, your order. Okay? Uh-huh. Ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. Sure. Alrighty. Thank you so much, ma'am, for patiently holding. So, yeah, I was able, ma'am, to actually locate, ma'am, the email and the refund, ma'am, that I have provided to you, ma'am, yesterday.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:31</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 or sorry, ma'am, last Tuesday. And upon checking in here, ma'am, the refund, the 10% partial refund, ma'am, has already been processed, ma'am. And for this 1, it will gonna reflect, ma'am, to your card within 3 to 5 business days.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. But the email I received, they say they tried to refund, but the card is not working. This what they say in my name. I don't know. They say they're not able to do the refund because the payment is not correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">This is reason I call. Do you need me give it to you, the card number?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Where did you get that information, ma'am? On your bank?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. I got it from you. I received the email yesterday about you try refund $18 and something, but you're not able to put it because my payment doesn't work. This what I received in the email. I don't know if it's not correct or what.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">On the</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;\">Because I have the I have the debit card in front of me now, the 1 I did the payment, and it's it's working good. I don't know why you're not able to put the refund.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Actually, ma'am, upon checking in here, the status, ma'am, is a refund success. And the email, ma'am, that I have sent to you was about a confirmation, ma'am, for the refund, for the 10% partial refund, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:03</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. If you see that for us, this is good, it's okay. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. You're welcome, ma'am. Hold on. But let me double check for your email. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Actually, ma'am, there was no email. Aside from the confirmation I have sent, ma'am, there was no other email, ma'am, was sent to your email, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. Appreciate it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. You're welcome, ma'am. So, yeah, just let us know, ma'am, if in any event that it will still not gonna reflect within 3 to 5 business days.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">We will Okay. Do do you log in to the order? Is the order on the way now. Right? It's already the shipping?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hold on, ma'am. Let me go back again. Okay. Hold on. Alright.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, actually, ma'am, for this 1, I can see that there's already a tracking number associated, ma'am, for your order. So K. It's supposed to be sent, ma'am, to your email as well. Have you already received it, ma'am, or no?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I think I received this email about it so I can process with some, like, disclaimer check. Received It</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">was through the tracking, ma'am, is through USPS, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Ah, okay. Okay. He said your order is on the way. This what I received. It is saying your order is on the way,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am. That is correct, ma'am. So it's gonna be delivered, ma'am, this coming Saturday, basically, ma'am, by 9PM.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you so much. I appreciate it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. You're welcome, ma'am. So would you like, ma'am, to get the tracking, or you have it already, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I have it. Okay. I'll see. The track I have the order number, and I have</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">is the tracking number? Ma'am, from USPS. Do you have it or no, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I have a tracking dish to use the tracking. Okay. I don't think so. I have the tracking number.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. If you want, ma'am, I can provide to you right now your tracking number so you can search it through USPS, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you so much. I appreciate your help. You will be sending to my email. Right?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure, ma'am. I can send it to you, ma'am, via email. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The link, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. You're welcome, ma'am. So, yeah, is there anything else, ma'am, that I can possibly assist</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:01</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 with? It. Thank you. You too. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. You're welcome. So, yeah, if you don't have any more questions, ma'am, thank you so much for calling momcozy. You have a wonderful day, ma'am. Bye for now.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:12</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. Care.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Welcome, ma'am. Bye bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call transcript: \n00:02AgentThank you for calling momcozy. This is Gold. How can I help you?00:06CustomerHi. I received the email about my payment. It should be given to me, like, 10% discount, and he tried to put it some money to my account. He said it doesn't work. I think because I changed my debit card.00:23CustomerDo you mind if you can, like, review with me, please?00:31AgentI'm sorry, ma'am. You mean you're having issue, ma'am, with the product? I'm sorry.00:36CustomerNo. Not with the product. With the refund. He said it should be given to me refund, $18.65. You try put it to my account, and it say it doesn't work.00:49AgentSo you're checking, ma'am, your refund status. So for this 1, ma'am, we will gonna go ahead and double check, ma'am. Okay? So by the way, could you please provide to me, ma'am, your order number, ma'am, or your email address?01:06CustomerYeah. My email address, it's jeehanhelmenumber7@gmail.com.01:15AgentCould you please spell it for me, ma'am? Thank you.01:18CustomerYes. First name is Jihan, g I h a n, and last name, h e l m y, number 7 at Gmail.01:37AgentAlright. Thank you, ma'am. Let me just make sure, ma'am, if I got it correctly. I'm gonna spell it, ma'am, phonetically. Okay?01:44AgentSo that would be JForJacobAForAlphaHForHotelAForAlphaNForNovemberHForHotelEForEchoLForLimaEForEchoNForNovemberYForYankeeNumber7InGmailDotMLikeMary. M like Mary, ma'am?02:07CustomerM like yes. Okay.02:10AgentSo that would be j a h a n02:15CustomerNot no. Not g a. G I. G I.02:21AgentJ for Jacob, m?02:25CustomerJ, yes, for Jacob, I.02:30AgentAlright. And then h for hotel, h for alpha or apple. Yes. For November Yes. H for hotel02:46CustomerYes.02:47AgentE for echo Yes. L for Lima Yes. E for echo02:56CustomerNo. M like Mary. M. Ah, okay. So h e l yeah.03:04CustomerGo ahead.03:06AgentSorry, ma'am. Hel,mforMary,yforYankee,number7@Gmail.com.03:16CustomerCorrect.03:17AgentAlright. Thank you, ma'am. Let me just go ahead and try to pull up some information, ma'am. Okay? Just bear with03:22Customerme. Uh-huh. Unfortunately,03:30Agentma'am, there was no information showing under the email you have provided to me, ma'am.03:38CustomerI have the email I have the email I received it from you yesterday. Do you need me give it to you the order number?03:47AgentYes, ma'am. Please. Thank you.03:50CustomerThe order number, it's JLikeJacobAnotherJLikeJacob1623876.04:07AgentThank you so much, ma'am. Let me just go ahead and try to pull up, ma'am, your order. Okay? Uh-huh. Ma'am.04:13AgentThank you. Sure. Alrighty. Thank you so much, ma'am, for patiently holding. So, yeah, I was able, ma'am, to actually locate, ma'am, the email and the refund, ma'am, that I have provided to you, ma'am, yesterday.06:31AgentSo or sorry, ma'am, last Tuesday. And upon checking in here, ma'am, the refund, the 10% partial refund, ma'am, has already been processed, ma'am. And for this 1, it will gonna reflect, ma'am, to your card within 3 to 5 business days.06:50CustomerYeah. But the email I received, they say they tried to refund, but the card is not working. This what they say in my name. I don't know. They say they're not able to do the refund because the payment is not correct.07:05CustomerThis is reason I call. Do you need me give it to you, the card number?07:12AgentWhere did you get that information, ma'am? On your bank?07:17CustomerNo. I got it from you. I received the email yesterday about you try refund $18 and something, but you're not able to put it because my payment doesn't work. This what I received in the email. I don't know if it's not correct or what.07:36AgentOn the07:36CustomerBecause I have the I have the debit card in front of me now, the 1 I did the payment, and it's it's working good. I don't know why you're not able to put the refund.07:50AgentActually, ma'am, upon checking in here, the status, ma'am, is a refund success. And the email, ma'am, that I have sent to you was about a confirmation, ma'am, for the refund, for the 10% partial refund, ma'am.08:03CustomerOkay. If you see that for us, this is good, it's okay. Thank you so much.08:08AgentYes, ma'am. You're welcome, ma'am. Hold on. But let me double check for your email. Yeah.08:16AgentActually, ma'am, there was no email. Aside from the confirmation I have sent, ma'am, there was no other email, ma'am, was sent to your email, ma'am.08:26CustomerOkay. Thank you, ma'am. Appreciate it.08:30AgentAlright. You're welcome, ma'am. So, yeah, just let us know, ma'am, if in any event that it will still not gonna reflect within 3 to 5 business days.08:40CustomerWe will Okay. Do do you log in to the order? Is the order on the way now. Right? It's already the shipping?08:49AgentHold on, ma'am. Let me go back again. Okay. Hold on. Alright.09:04AgentSo, actually, ma'am, for this 1, I can see that there's already a tracking number associated, ma'am, for your order. So K. It's supposed to be sent, ma'am, to your email as well. Have you already received it, ma'am, or no?09:19CustomerI think I received this email about it so I can process with some, like, disclaimer check. Received It09:31Agentwas through the tracking, ma'am, is through USPS, ma'am.09:37CustomerAh, okay. Okay. He said your order is on the way. This what I received. It is saying your order is on the way,09:46Agentma'am. That is correct, ma'am. So it's gonna be delivered, ma'am, this coming Saturday, basically, ma'am, by 9PM.09:56CustomerOkay. Thank you so much. I appreciate it.09:59AgentAlright. You're welcome, ma'am. So would you like, ma'am, to get the tracking, or you have it already, ma'am?10:05CustomerI have it. Okay. I'll see. The track I have the order number, and I have10:16Agentis the tracking number? Ma'am, from USPS. Do you have it or no, ma'am?10:22CustomerI have a tracking dish to use the tracking. Okay. I don't think so. I have the tracking number.10:32AgentOkay. If you want, ma'am, I can provide to you right now your tracking number so you can search it through USPS, ma'am.10:40CustomerOkay. Thank you so much. I appreciate your help. You will be sending to my email. Right?10:45CustomerOkay. Thank you, ma'am.10:48AgentSure, ma'am. I can send it to you, ma'am, via email. Okay?10:51CustomerOkay. Thank you. Thank you.10:53AgentThe link, ma'am.10:54CustomerThank you so much.10:56AgentAlright. You're welcome, ma'am. So, yeah, is there anything else, ma'am, that I can possibly assist11:01Customeryou with? It. Thank you. You too. Bye bye.11:04AgentAlright. You're welcome. So, yeah, if you don't have any more questions, ma'am, thank you so much for calling momcozy. You have a wonderful day, ma'am. Bye for now.11:12AgentThank you. Care.11:13CustomerBye bye.11:14AgentWelcome, ma'am. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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