Case #1128 — Marlow London
paulgodsalve@aol.com · order — · state imported · label none yet · rung 0
Facts
Can we help you, Paul?
open
not set
2026-07-31 17:03:04
—
2026-08-14 19:30:08
Engine shadow decision
| id | 102 |
|---|---|
| thread_key | <1664581098.4113183.1785517258874@mail.yahoo.com> |
| store_id | marlow |
| message_id | 4756 |
| case_id | 1128 |
| label | OFF_SCRIPT |
| label_confidence | first_pass |
| 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 | Hi Paul, Thanks for letting me know, and happy birthday to whoever is receiving this lovely surprise. I've got a colleague personally looking into your order right now so we can get this sorted for you. Thanks so much for your patience, Paul. Warmly, Anna |
| actual_action | reply |
| actual_text | Hi Paul, Thank you for getting back with the code - and I really do understand the time pressure with the birthday deadline. I want to get this sorted for you as quickly as possible. I have the code YOUARESPECIAL20 and the product you want (Longchamp Le Pliage Tote in Navy). To create your order manually with the discount applied, I just need to confirm: - Your email address (for the order conf |
| agreed | 0 |
| latency_ms | 6188 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:22:12 |
Latest draft
from decision #2991 · action=reply · 2026-08-04 08:28:00 · dry-run
Hi Paul,
Thank you for getting back with the code - and I really do understand the time pressure with the birthday deadline. I want to get this sorted for you as quickly as possible.
I have the code YOUARESPECIAL20 and the product you want (Longchamp Le Pliage Tote in Navy). To create your order manually with the discount applied, I just need to confirm:
- Your email address (for the order confirmation)
- Your full delivery address
Once I have those details, I will escalate this to my team immediately as urgent, and they will process your order today so it has the best chance of arriving in time for the birthday.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer provided discount code and urgent birthday deadline; manual order creation requires operator verification of code validity in Shopify and payment processing
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
Hi Jessica
Thank you for your email, unfortunately none of your discount codes work on your website therefore I have not processed my order.
If you can resolve this issue, please let me know.
Kind regards.
Paul
Sent from the all-new AOL app for iOS
On Friday, July 31, 2026, 2:49 pm, Marlow-London <support@marlow-london.com> wrote:
#yiv3042855748
Hi Paul,
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 ❤️
Don’t want to receive emails anymore? Unsubscribe
Hi Paul,
Thank you for reaching out, and I am sorry the codes Jessica sent are not working for you on the website - that is frustrating.
Let me help you get this sorted. A few things worth trying first: clear your browser cache, try a different browser or a computer if you are on mobile, or open a new tab and start fresh. Sometimes these things just need a fresh load to work properly.
If you have tried all of those and the codes still are not accepting, I would be happy to help you place the order manually. Just let me know which item and size you would like, and I can look into which of the codes should work for you, or help you get the order on its way.
You can browse our full range here if you would like to have a look: https://marlow-london.com/
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
Thank you for responding to my recent email, I have once again tried to use the code Jessica sent me, unfortunately when you go to the payment page the discount removes itself and you go back to the original price I am looking to purchase LONGCHAMP LE PLIAGE TOTE - NAVY.Can you please help and process the order through with the discount and send me the link for me to place my address details and payment.
I look forward to your reply
Kind regards.
Paul
Sent from the all-new AOL app for iOS
On Sunday, August 2, 2026, 5:16 pm, support@marlow-london.com wrote:
Hi Paul,
Thank you for reaching out, and I am sorry the codes Jessica sent are not working for you on the website - that is frustrating.
Let me help you get this sorted. A few things worth trying first: clear your browser cache, try a different browser or a computer if you are on mobile, or open a new tab and start fresh. Sometimes these things just need a fresh load to work properly.
If you have tried all of those and the codes still are not accepting, I would be happy to help you place the order manually. Just let me know which item and size you would like, and I can look into which of the codes should work for you, or help you get the order on its way.
You can browse our full range here if you would like to have a look: https://marlow-london.com/
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Paul,
Thank you so much for your patience, and I am genuinely sorry the discount codes keep removing themselves at the payment stage - that is really frustrating.
I absolutely want to help you get this sorted. I can see you would like the Longchamp Le Pliage Tote in Navy.
To process this manually for you with the discount applied, I just need to confirm a couple of things:
Which of the discount codes from Jessica's email would you like me to use?
And could you also send me your email address?
Once I have those details, I will arrange for this order to be created in our system with the discount applied, and you will receive a confirmation straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Morning Anna
Thank you for replying to my email the discount code Jessica sent me was Use code: YOUARESPECIAL20
Would you please be able to add this to my order so I can complete the purchase, time is running out for me because this is meant to be a birthday present.
I look forward to your reply.
Kind regards.
Paul
Sent from the all-new AOL app for iOS
On Monday, August 3, 2026, 2:25 pm, support@marlow-london.com wrote:
Hi Paul,
Thank you so much for your patience, and I am genuinely sorry the discount codes keep removing themselves at the payment stage - that is really frustrating.
I absolutely want to help you get this sorted. I can see you would like the Longchamp Le Pliage Tote in Navy.
To process this manually for you with the discount applied, I just need to confirm a couple of things:
Which of the discount codes from Jessica's email would you like me to use?
And could you also send me your email address?
Once I have those details, I will arrange for this order to be created in our system with the discount applied, and you will receive a confirmation straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Paul,
I'm sorry for the back and forth on this one - it shouldn't have dragged on this long, especially with a birthday deadline.
The code YOUARESPECIAL20 has stopped working, so I've set up a new one just for you: PAUL-NAVY-20, 20% off. Use the link below and the Longchamp Le Pliage Tote in Navy will already be in your cart with the discount applied - just add your delivery address and payment to complete the order:
https://marlow-london.com/cart/57137270063369:1?discount=PAUL-NAVY-20
Warm regards,
Anna
Customer Care Team
Marlow London