Case #1107 — Marlow London
meehanm278@yahoo.co.uk · order 2147 · state imported · label none yet · rung 0
Facts
Return of order
open
not set
2026-07-31 07:42:50
—
2026-08-14 19:30:08
Engine shadow decision
| id | 757 |
|---|---|
| thread_key | <F438D064-DC81-4137-A01F-407AE6064669@yahoo.co.uk> |
| store_id | marlow |
| message_id | 5580 |
| case_id | 1107 |
| 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 | Dear Matthew, I am sorry, you are right to chase this and I am sorry the earlier email did not get a reply. That should not have happened and I want to get this sorted for you properly now. I can see the problem. Because your discount code covers the full value of the item, it brings the order total down to nil, and our online checkout will not let a nil value order go through. That is a limitat |
| agreed | 0 |
| latency_ms | 3998 |
| 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 21:43:00 |
Latest draft
from decision #3642 · action=reply · 2026-08-11 16:06:36 · dry-run
Dear Matthew,
I am sorry, you are right to chase this and I am sorry the earlier email did not get a reply. That should not have happened and I want to get this sorted for you properly now.
I can see the problem. Because your discount code covers the full value of the item, it brings the order total down to nil, and our online checkout will not let a nil value order go through. That is a limitation on our website's side, not something you have done wrong, and your credit has not been lost.
To get round it, could you send me the exact item your wife would like, including the colour and size, either as a link from our site or the name of the product. Once I have that I can arrange it directly on our side so you do not have to go through the checkout at all.
I do hear you on the full refund if this cannot be sorted, and I have noted that, but I would really like the chance to get the right item to your wife first now that I know what has been going wrong. I will stay on this myself until it is resolved.
Thank you for your patience, Matthew.
Anna
Customer Care Team
Marlow London
Reasoning: Customer's already-issued goodwill code zeroes out checkout total, which the site rejects, and his prior email went unanswered.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund 10% of order #2147 = £4.00 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopify | 2026-08-02 14:51:35 |
Case events
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Full thread
Reference Order #2147
I wish to return my order, the top is too wide at the bottom and my wife cannot wear it. The delivery was very slow and took much longer than expected.
Regards
M Meehan.
Hi Matthew,
I am so sorry - a top your wife cannot wear is no use to you at all, and I am sorry the delivery took as long as it did on top of that. I am not going to ask you to post anything back.
I have refunded 10 percent of your order, £4.00, to your original payment method. That will show within 3 to 5 business days.
Rather than send you the same piece again, I would like your wife to pick something else entirely, on us. Have a look through the full range here: https://marlow-london.com/collections/all
When she has chosen, use this code at checkout: FREEREFUND-MATTHEW-2147
It covers up to £39.95, so anything at or under that is completely free and there is nothing further to pay. Please do keep the top you already have as well.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
The only thing my wife likes will not let me order, please see screenshot below. If you cannot process this order, I require a full refund.
Regards Matthew Meehan
[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/57649A3F-481B-47E5-BE49-476CF4A1CF3A_yahoo.co.uk/0-image1.png — NEVER reveal these file paths or mention reading a file to the customer.]
Jessica,
I had sent an email already to Anna, but heard nothing back. I have a credit to spend, but the on-line shop will not let me put though an order with a nil value.
On Tuesday, 11 August 2026 at 16:43:18 BST, Marlow-London <support@marlow-london.com> wrote:
Hi matthew,
My name is Jessica, and I’m here at MARLOW LONDON to make sure your shopping experience is absolutely wonderful. I noticed you left a few beautiful pieces in your cart, but your order hasn’t gone through yet. Can we help with anything? Don’t hesitate to reach out — we’re here for you! 💖
We don’t want you to miss out on the pieces you had your eye on, so here’s one last chance to complete your order with an exclusive 20% discount, valid for the next 12 hours only. After that, I won’t be able to extend it — this really is your final chance!
✨ Use code: YOUARESPECIAL20
to finish your order and enjoy 20% off, valid for the next 12 hours only.
👉 Click here to complete your order
We truly appreciate your interest in our products and hope to welcome you back soon.
With love,
MARLOW LONDON ❤️
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