Case #1106 — Marlow London
stacy.thomson@outlook.com · order 3439 · state imported · label none yet · rung 0
Facts
New customer message on 31 July 2026 at 08:29
open
not set
2026-07-31 07:30:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 859 |
|---|---|
| thread_key | <E1020004-18C74F505FB0832D-26E77FF3@shopify.com> |
| store_id | marlow |
| message_id | 5691 |
| case_id | 1106 |
| 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 | reply |
| actual_text | Hi there, Thanks for reaching out, and sorry to hear you'd like to return your order. Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 4143 |
| 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 21:50:27 |
Latest draft
from decision #3744 · action=reply · 2026-08-12 16:15:23 · dry-run
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Bare return request with no reason given matches RULE return-refund-no-reason exact-match template; genuinely first reply in thread so auto-sends as first_contact.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Stacy Wright
Email:
stacy.thomson@outlook.com
Body:
I ordered 2 bags on Monday and haven’t recieved any
emails regarding my order or delivery date
Hi Stacy,
Good news, your order has been processed and is on its way! I've found order #3439 (matched from your email details) and 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. I estimate it should arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL368857903YP
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:
Stacy Wright
Email:
stacy.thomson@outlook.com
Body:
Hi I recently emailed youse still haven’t heard back I
placed an order for two bags over a week ago I have had no
confirmation no delivery details either could someone get back to
me asap as these were gifts ?
Hi Stacy,
I'm truly sorry you're still waiting to hear back from us - especially when these bags are gifts and you need to know they're on their way. That's not the experience we want you to have.
The good news is your order #3439 is definitely on its way. I can see it here: two Longchamp Le Pliage Totes in black.
You can track your parcel and watch it progress here: https://marlow-london.com/apps/parcelpanel?nums=UL368857903YP
With the higher order volume from our current sale, we're estimating it should arrive within about 7 to 12 days. The tracking will update as it moves through each stage.
If you haven't received a shipping confirmation email from us yet, it's worth checking your spam or junk folder - confirmation emails sometimes land there by mistake.
I'm sorry for the delay in getting back to you. If you have any questions at all, please don't hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi could you advise me on sending these bags back ?
Sent from Outlook for iOS<https://aka.ms/o0ukef>