Case #1143 — Marlow London
fifijones30@gmail.com · order 3136 · state imported · label none yet · rung 0
Facts
New customer message on 1 August 2026 at 08:24
open
not set
2026-08-01 07:25:06
—
2026-08-14 19:30:08
Engine shadow decision
| id | 808 |
|---|---|
| thread_key | <E1020004-18C79DA286109CB2-3637817C@shopify.com> |
| store_id | marlow |
| message_id | 5635 |
| case_id | 1143 |
| 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 | 4207 |
| 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 21:46:43 |
Latest draft
from decision #3579 · action=reply · 2026-08-11 07:32:57 · dry-run
Hi Davina,
Thank you for letting us know, and I completely understand it is simply no longer needed.
Before you go to the trouble of packaging it up and sending it back to us, I wanted to offer you an easier option. Posting it back to our overseas supplier can take three to four weeks, involves a fair bit of hassle on your end, is not great for the environment, and there is always a genuine risk of a parcel going missing on the way back.
I would much rather save you all of that. I can offer you a 10% cashback on your original purchase, straight back to your original payment method, and you simply keep the tote, nothing to send back.
Just let me know if that works for you and I will get it sorted right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: No-fault change-of-mind return on a delivered order; per the operator-canonical four-rung ladder this opens at Rung 2 (10% keep-it cashback), with the free-replacement/alternative-item option dropped since she explicitly asked for a refund.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Davina Richardson
Email:
fifijones30@gmail.com
Body:
Good morning
Could you cancel this order and refund me please. No update on
this order 3136.
Kind regards Davina Richardson
Hi Davina,
Thank you for reaching out. I understand you'd like to cancel your order.
I can see that order #3136 has already shipped and is on its way to you. Unfortunately, once an order has left for delivery, I'm unable to cancel it or stop the payment from our end.
You can track your parcel here: https://marlow-london.com/apps/parcelpanel?nums=UL360371143YP
If you have any questions about your order or need help once it arrives, I'm here for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Good afternoon,
I received this order today. It is no longer needed.
May I return the order for a refund please?
Mrs Davina Richardson
2 Swallow Street
London
E6 5JX.
Many thanks
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Davina Richardson
Email:
fifijones30@gmail.com
Body:
I would like to return order #3136. What do I need to do?
Kind regards Davina Richardson
2 Swallow Street London E6 5JX
Hello
I would like to return this order, what do I need to do?
Kind regards Davina Richardson
On Wed, 5 Aug 2026, 04:21 Marlow-London, <support@marlow-london.com> wrote:
> Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
>
>
>
>
> [image: logo black]
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_0>
> [image: logo black]
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_1>
> [image: Order tracking webshop]
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_2>
>
>
> *Your order is on its way for delivery, Davina!*Your order is on its way
> for delivery and will arrive soon! 🚚✨
> Want to track your package? Just click the button below.
> [image: Order tracking]
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_3>
> Track your order <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_4>
> *Order: #3136*
>
> 1 x LONGCHAMP LE PLIAGE TOTE - EBONY
> 54.95 GBP
> *You might also like this?*
> [image: Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS]
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_5>
> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS
> € 39,95 € 135,00
> Shop now <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_6>
> [image: Image of LONGCHAMP LE PLIAGE TOTE - BLACK]
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_7>
> LONGCHAMP LE PLIAGE TOTE - BLACK
> € 54,95 € 100,00
> Shop now <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_8>
> [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY]
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_9>
> LONGCHAMP LE PLIAGE TOTE - NAVY
> € 54,95 € 135,00
> Shop now <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_10>
> [image: USP] <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_11>
> Homepage <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_12>
> Track your order
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_13>
> Contact <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_14>
> © 2026 MARLOW LONDON
> Don't want to receive any more emails? Unsubscribe
> <https://ctrk.klclick.com/l/01KZ7Z270WF02RVY3SGMYXBPDP_15>.
>
Good morning Anna
I have sent a couple of emails, no answer yet.
I would like to return this order, how can I start the process
Many thanks Davina Richardson
On Sun, 2 Aug 2026, 17:18 , <support@marlow-london.com> wrote:
> Hi Davina,
>
> Thank you for reaching out. I understand you'd like to cancel your order.
>
> I can see that order #3136 has already shipped and is on its way to you.
> Unfortunately, once an order has left for delivery, I'm unable to cancel it
> or stop the payment from our end.
>
> You can track your parcel here:
> https://marlow-london.com/apps/parcelpanel?nums=UL360371143YP
>
> If you have any questions about your order or need help once it arrives,
> I'm here 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:
Davina Richardson
Email:
fifijones30@gmail.com
Body:
Order number 3136.
I have sent numerous emails to yourselves. Is there an issue?
Can you please send me details how to return this order.
Davina Richardson