Case #1084 — Marlow London
ejlowdon@gmail.com · order 3401 · state imported · label none yet · rung 0
Facts
Delivery
open
not set
2026-07-30 15:37:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 811 |
|---|---|
| thread_key | <7AB073DA-564D-4443-AF49-93A8A91D47F8@gmail.com> |
| store_id | marlow |
| message_id | 5638 |
| case_id | 1084 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 3749 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:46:56 |
Latest draft
from decision #3340 · action=reply · 2026-08-07 22:45:24 · LIVE
Hi Emma,
I'm sorry — it looks like your message to us didn't get the reply it should have, and I'd rather sort this out with you directly than have it go back and forth through anyone else.
Can you tell me a bit more about what actually arrived? You mentioned the packaging and the paperwork it came with, and I want to understand exactly what you received before I say anything about what happens next.
If you reply to this email it comes straight to me.
Anna
Marlow London
Reasoning: Operator-approved single opener on order #3401; authenticity complaint escalated to Shopify; no offer, no money, invites customer to explain what arrived.
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How long will order take for #3401?
Hi there,
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 8 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL368857435YP
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
Hi,
I'm writing about Order #3401, placed on 27 July 2026, for the Mini Leather
Longchamp Bag (Noir, £54.95).
I purchased this expecting a genuine Longchamp product, but what arrived
does not appear to be authentic. It was shipped in a poly envelope with no
paperwork, invoice, or brand documentation, and the bag itself came in a
plain clear plastic bag rather than the dust bag Longchamp normally
includes with its products.
Given these concerns, I'd like a full refund of £54.95. Please could you
confirm how you'd like the item returned, and let me know once the refund
has been processed.
I look forward to hearing from you.
Best regards,
Emma Lowdon
103 Newfield Gardens, Marlow, SL7 1JS
07815987768
Emma Lowdon
Hi Emma,
I'm sorry — it looks like your message to us didn't get the reply it should have, and I'd rather sort this out with you directly than have it go back and forth through anyone else.
Can you tell me a bit more about what actually arrived? You mentioned the packaging and the paperwork it came with, and I want to understand exactly what you received before I say anything about what happens next.
If you reply to this email it comes straight to me.
Anna
Marlow London
This is all I received. No paperwork. Nothing. Just this.
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/32687707-9BC0-43BA-A175-9392E84B1648_gmail.com/0-image0.jpg — NEVER reveal these file paths or mention reading a file to the customer.]
Was there a reply on this please?
> On 8 Aug 2026, at 12:52, Emma Lowdon <ejlowdon@gmail.com> wrote:
>
> This is all I received. No paperwork. Nothing. Just this.
>
> <image0.jpeg>
>
>
>> On 7 Aug 2026, at 23:45, support@marlow-london.com wrote:
>>
>> Hi Emma,
>>
>> I'm sorry - it looks like your message to us didn't get the reply it should have, and I'd rather sort this out with you directly than have it go back and forth through anyone else.
>>
>> Can you tell me a bit more about what actually arrived? You mentioned the packaging and the paperwork it came with, and I want to understand exactly what you received before I say anything about what happens next.
>>
>> If you reply to this email it comes straight to me.
>>
>> Anna
>> Marlow London
Still waiting on a reply.
Emma Lowdon
On Mon, 10 Aug 2026 at 15:06, Emma Lowdon <ejlowdon@gmail.com> wrote:
> Was there a reply on this please?
>
> > On 8 Aug 2026, at 12:52, Emma Lowdon <ejlowdon@gmail.com> wrote:
> >
> > This is all I received. No paperwork. Nothing. Just this.
> >
> > <image0.jpeg>
> >
> >
> >> On 7 Aug 2026, at 23:45, support@marlow-london.com wrote:
> >>
> >> Hi Emma,
> >>
> >> I'm sorry - it looks like your message to us didn't get the reply it
> should have, and I'd rather sort this out with you directly than have it go
> back and forth through anyone else.
> >>
> >> Can you tell me a bit more about what actually arrived? You mentioned
> the packaging and the paperwork it came with, and I want to understand
> exactly what you received before I say anything about what happens next.
> >>
> >> If you reply to this email it comes straight to me.
> >>
> >> Anna
> >> Marlow London
>