Case #1149 — Marlow London
lisathiel@hotmail.co.uk · order 3349 · state imported · label none yet · rung 0
Facts
New customer message on 1 August 2026 at 11:25
open
not set
2026-08-01 10:28:12
—
2026-08-14 19:30:08
Engine shadow decision
| id | 497 |
|---|---|
| thread_key | <E1020004-18C7A7806FA6D7FA-D3E6F558@shopify.com> |
| store_id | marlow |
| message_id | 5247 |
| case_id | 1149 |
| 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 Lisa, I am so sorry, you are right, and I do not want you to feel ignored like this - that was never our intention and I want to make this right for you now. I have to be honest with you: your order is now in transit with the courier, so I am not able to stop or recall it at this stage - it is already on its way to you. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=U |
| agreed | 0 |
| latency_ms | 4144 |
| 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 21:23:50 |
Latest draft
from decision #3387 · action=reply · 2026-08-08 19:41:35 · dry-run
Hi Lisa,
I am so sorry, you are right, and I do not want you to feel ignored like this - that was never our intention and I want to make this right for you now.
I have to be honest with you: your order is now in transit with the courier, so I am not able to stop or recall it at this stage - it is already on its way to you. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL364417605YP
Rather than have you wait for it to arrive and then send it back, I would like to offer you a 30% cashback straight to your original payment method, and you keep the tote with our compliments, nothing to send back. Just let me know if that works for you and I will get it sorted straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order 3349 is in transit past information received, so per pre-delivery-refund-request-defeats-the-ladder we cannot stop it and instead offer a 30% keep-it cashback rather than an automatic refund.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lisa Thiel
Email:
lisathiel@hotmail.co.uk
Body:
I am trying to get an update on my order which I ordered
a week ago.
LSO-20260726-15642
Please can you update me as soon as possible?
Hi Lisa,
Thank you for reaching out, and sorry for the wait on this one.
I've checked order #3349 directly, and the tracking is still showing the very first stage with the courier, without any movement since it was created. I understand that's frustrating a week on.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL364417605YP
As an apology for the wait, I can offer a 10% cashback straight to your payment method, and you keep the item once it arrives. Just let me know if you'd like me to go ahead, and please also let me know if you'd prefer I look into this further first.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lisa Thiel
Email:
lisathiel@hotmail.co.uk
Body:
#3349 please can you refund my order as soon as possible?
I am repeatedly being ignored.