Northwind Home Goods
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Maya Torres
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TODAY
Inbound call
· 00:04:37
inbound · +1 (503) 555-0187 → Support queue · answered by Marcus Oyelaran · “Asking about the refund on the original”
9:15 AM
Website session · 2 pages
· 00:01:52
direct · /orders/48213 → /help/returns
9:08 AM
YESTERDAY
Text conversation
sms · 2 messages · “Replacement shipped · tracking 1Z 84A 221 sent”
09/23/2026 08:43 PM
Bot note · Order Support Bot
notes · “Order #48213 damaged, replacement shipped, refund offered, customer chose replacement”
09/23/2026 08:41 PM
Web chat · “My order arrived crushed”
· 00:03:10
webchat · photo attached · IMG_2231.jpg · handled by Order Support Bot
09/23/2026 08:40 PM
IMG_2231.jpg
files · 2.4 MB · photo of the box · uploaded by Maya Torres from web chat
09/23/2026 08:40 PM
Order #48213 delivered
store · 3 items · ceramic lamp set, linen throw, table runner · delivered 4:52 PM
09/23/2026 04:52 PM
EARLIER
Your Northwind order has shipped
email · to maya.torres@fastmail.com · opened 2 times
09/21/2026 10:14 AM
Order #48213 placed
store · $186.40 · 3 items · standard shipping
09/20/2026 07:32 PM
Enrolled in New customer welcome series
programs · step 2 of 4 · next email Friday 9:00 AM
09/20/2026 07:33 PM
Activity Feed
AI Insights
YESTERDAY
Order Support Bot
BOT
8:41 PM
Order #48213 arrived damaged (photo attached). Offered a replacement or a refund; customer chose replacement.
Replacement · Order #48213-R
Shipped · tracking 1Z 84A 221 · 8:43 PM
View order
TODAY
MO
Marcus Oyelaran
9:18 AM
@Priya Nair
Maya is on the line about the refund on the original. The photo shows the box crushed, so no return needed.
PN
Priya Nair
9:20 AM
Refund on the original approved. Back to her card in 3 to 5 business days.
MO
Marcus Oyelaran
9:21 AM
Told her on the call. She kept the replacement and says thanks.
Message the team about Maya…
Aa