Case #1147 — Marlow London
taraloizou1@hotmail.com · order 3009 · state imported · label none yet · rung 0
Facts
Order number 3009
open
not set
2026-08-01 09:53:23
—
2026-08-14 19:30:08
Engine shadow decision
| id | 906 |
|---|---|
| thread_key | <DU0PR10MB9326B56F16E22593BE052B60F2D72@DU0PR10MB9326.EURPRD10.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5739 |
| case_id | 1147 |
| 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 | 3830 |
| 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 21:53:53 |
Latest draft
from decision #3475 · action=reply · 2026-08-10 07:36:32 · dry-run
Hi Tara,
Thank you for chasing this, and I completely understand the urgency, especially with this being for school.
I want to be upfront with you: the replacement is a separate shipment from our supplier, so it does not share tracking with your original order, and I do not have a tracking number for it in front of me yet.
I can confirm we submitted the request for your correct Marshmallow tote on the 3rd of August, and I am chasing our supplier again today for a status update and tracking number, flagging just how urgently you need this.
I will send you that tracking number, and let you know the moment I have it.
Thank you for your patience, and I am sorry this is taking longer than you need it to.
Warm regards,
Anna
Customer Care Team, Marlow London
Reasoning: Customer is chasing an unresolved replacement with new urgency; drafted an honest status update without fabricating supplier confirmation, and flagged for human review since replacement status chases are not auto-sendable.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| send_manufacturer_message | executed | Post to #replacement-products in the WINWIN SUPPLIER Discord server: [Marlow London] REPLACEMENT ITEM FOR ORDER NR#3009 ADRESS: SAME AS ORD | 2026-08-03 11:34:38 |
Case events
No case events logged yet.
Full thread
Good morning
We just received our order and the colour is wrong
We ordered marshmallow and it has arrived a very hot pink
We would like to return the item please
Can you send though the steps to return
Thank you
Tara Caudle
Sent from my iPhone
Hi Tara,
I'm so sorry to hear the colour arrived wrong - you ordered marshmallow and got hot pink instead. That's definitely not what you should have received, and yes of course, we'll get this sorted for you.
I've confirmed this is order #3009 for the Longchamp Le Pliage Tote.
To move forward, could you send me a quick photo of what arrived so I can see exactly what needs to be put right? Once I have that, I'll come back to you with how we can resolve this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
Please see attached photo of what we received
[image0.jpeg]
Tara
Sent from my iPhone
On 1 Aug 2026, at 10:55, support@marlow-london.com wrote:
Hi Tara,
I'm so sorry to hear the colour arrived wrong - you ordered marshmallow and got hot pink instead. That's definitely not what you should have received, and yes of course, we'll get this sorted for you.
I've confirmed this is order #3009 for the Longchamp Le Pliage Tote.
To move forward, could you send me a quick photo of what arrived so I can see exactly what needs to be put right? Once I have that, I'll come back to you with how we can resolve this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
[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/DU0PR10MB932636AFED22A5C7C789E448F2D72_DU0PR10MB9326.EURPRD10.PROD.OUTLOOK.COM/0-image0.jpg — NEVER reveal these file paths or mention reading a file to the customer.]
Hi Anna
Any update regarding the order please
Tara
Sent from my iPhone
On 1 Aug 2026, at 11:01, Tara Loizou <taraloizou1@hotmail.com> wrote:
Hi Anna
Please see attached photo of what we received
[image0.jpeg]
Tara
Sent from my iPhone
On 1 Aug 2026, at 10:55, support@marlow-london.com wrote:
Hi Tara,
I'm so sorry to hear the colour arrived wrong - you ordered marshmallow and got hot pink instead. That's definitely not what you should have received, and yes of course, we'll get this sorted for you.
I've confirmed this is order #3009 for the Longchamp Le Pliage Tote.
To move forward, could you send me a quick photo of what arrived so I can see exactly what needs to be put right? Once I have that, I'll come back to you with how we can resolve this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
<image0.jpeg>
Hi Tara,
Thank you for the photo - that confirms it, and I'm really sorry. You ordered the Le Pliage Tote in Marshmallow and a Hot Pink one arrived instead, which is entirely our mistake.
I've already gone to our supplier directly about this. I've flagged the colour mix-up on your order specifically and asked them to send the correct Marshmallow tote, with the colour checked before it ships so this doesn't happen twice. I'm waiting on their reply and I'll come back to you as soon as I have it.
Please do keep the one that arrived, with our compliments - there's nothing to send back.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
Thank you for getting back to me and keeping me updated
Look forward to hearing from you when you’ve heard back
Tara
Sent from my iPhone
> On 3 Aug 2026, at 11:25, support@marlow-london.com wrote:
>
> Hi Tara,
>
> Thank you for the photo - that confirms it, and I'm really sorry. You ordered the Le Pliage Tote in Marshmallow and a Hot Pink one arrived instead, which is entirely our mistake.
>
> I've already gone to our supplier directly about this. I've flagged the colour mix-up on your order specifically and asked them to send the correct Marshmallow tote, with the colour checked before it ships so this doesn't happen twice. I'm waiting on their reply and I'll come back to you as soon as I have it.
>
> Please do keep the one that arrived, with our compliments - there's nothing to send back.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Tara,
You're very welcome. Thank you for your patience while we get this fixed properly.
Warm regards,
Anna
Customer Care Team
Marlow London
Good morning
Just chasing up the correct bag being delivered.
This is going to be a school bag so we need to get it sorted asap please
Can you provide an update
Thank you
Tara
Sent from my iPhone
> On 3 Aug 2026, at 12:32, Tara Loizou <taraloizou1@hotmail.com> wrote:
>
> Hi Anna
>
> Thank you for getting back to me and keeping me updated
> Look forward to hearing from you when you’ve heard back
>
> Tara
> Sent from my iPhone
>
>> On 3 Aug 2026, at 11:25, support@marlow-london.com wrote:
>>
>> Hi Tara,
>>
>> Thank you for the photo - that confirms it, and I'm really sorry. You ordered the Le Pliage Tote in Marshmallow and a Hot Pink one arrived instead, which is entirely our mistake.
>>
>> I've already gone to our supplier directly about this. I've flagged the colour mix-up on your order specifically and asked them to send the correct Marshmallow tote, with the colour checked before it ships so this doesn't happen twice. I'm waiting on their reply and I'll come back to you as soon as I have it.
>>
>> Please do keep the one that arrived, with our compliments - there's nothing to send back.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London
Good morning
Chasing this again, as with the return to school getting closer.
Please update me in sending the correct colour, if you’re struggling with the marshmallow can you please let me know what colours you do have available to send out to me
Thank you
Tara Caudle
Sent from my iPhone
> On 10 Aug 2026, at 08:33, Tara Loizou <taraloizou1@hotmail.com> wrote:
>
> Good morning
>
> Just chasing up the correct bag being delivered.
> This is going to be a school bag so we need to get it sorted asap please
> Can you provide an update
>
> Thank you
>
> Tara
> Sent from my iPhone
>
>> On 3 Aug 2026, at 12:32, Tara Loizou <taraloizou1@hotmail.com> wrote:
>>
>> Hi Anna
>>
>> Thank you for getting back to me and keeping me updated
>> Look forward to hearing from you when you’ve heard back
>>
>> Tara
>> Sent from my iPhone
>>
>>>> On 3 Aug 2026, at 11:25, support@marlow-london.com wrote:
>>>
>>> Hi Tara,
>>>
>>> Thank you for the photo - that confirms it, and I'm really sorry. You ordered the Le Pliage Tote in Marshmallow and a Hot Pink one arrived instead, which is entirely our mistake.
>>>
>>> I've already gone to our supplier directly about this. I've flagged the colour mix-up on your order specifically and asked them to send the correct Marshmallow tote, with the colour checked before it ships so this doesn't happen twice. I'm waiting on their reply and I'll come back to you as soon as I have it.
>>>
>>> Please do keep the one that arrived, with our compliments - there's nothing to send back.
>>>
>>> Warm regards,
>>> Anna
>>> Customer Care Team
>>> Marlow London