Case #1011 — Marlow London
julieroberts66@icloud.com · order 2477 · state imported · label none yet · rung 0
Facts
A shipment from order #2477 is on the way
open
not set
2026-07-29 09:57:20
—
2026-08-14 19:30:08
Engine shadow decision
| id | 339 |
|---|---|
| thread_key | <D6C3CD6D-8BEA-4924-A4A5-18E7509636A1@icloud.com> |
| store_id | marlow |
| message_id | 5058 |
| case_id | 1011 |
| label | WRONG_SIZE |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2477", "size_mentioned": "18", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | OFFER_REPLACEMENT |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 1 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Julie, Thanks for letting us know, and sorry the size 18 came up smaller than expected on order 2477. We're happy to send you a replacement in the correct size, free of charge. Just reply and let us know which size you'd like this time, and we'll get it sorted. Best, Anna |
| actual_action | reply |
| actual_text | Hi Julie, Thanks for letting me know, and I'm sorry the size isn't right - I understand a UK 18 not fitting as expected is frustrating. For order 2477 (the Cressida Sporty Three-Piece Tankini Set), let me sort that out for you: I will send you a different size, completely free, and there is nothing to send back to us. Please keep the one you already have. Which size would you like ins |
| agreed | 1 |
| latency_ms | 6446 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:00:40 |
Latest draft
from decision #3229 · action=reply · 2026-08-06 17:24:55 · dry-run
Hi Julie,
Thanks for letting me know, and I'm sorry the size isn't right - I understand a UK 18 not fitting as expected is frustrating.
For order 2477 (the Cressida Sporty Three-Piece Tankini Set), let me sort that out for you: I will send you a different size, completely free, and there is nothing to send back to us. Please keep the one you already have.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit return - per RULE sizing-return-free-replacement-first, STEP 1 offers a free replacement only; held for human review since she explicitly asked to return, which disqualifies size_exchange auto-send.
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Full thread
Good morning, Please could you update me regarding delivery of order 2477. Kind regards Julie Roberts Sent from my iPhone On 18 Jul 2026, at 08:56, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
Shipped
On its way, Julie
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002994110038CN
Carrier: Other
Track now
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com .
Items shipped
CRESSIDA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Green Palm Tree / UK 18 (3XL) · Green Palm Tree / UK 18 (3XL) · Qty 1
Order number
#2477
Shipping to
Julie Roberts Wellingborough, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
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Hi Julie,
Thanks for reaching out!
Good news, your order has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002994110038CN
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Julie Roberts
Email:
julieroberts66@icloud.com
Body:
I need to return my order 2477 it is too small
Not a true size 18