Case #1176 — Marlow London
emiliahnavarro@yahoo.com · order 2897 · state imported · label none yet · rung 0
Facts
Return request
open
not set
2026-08-02 09:30:41
—
2026-08-14 19:30:08
Engine shadow decision
| id | 166 |
|---|---|
| thread_key | <65435279-292E-4AE2-98B9-71561ECF1373@yahoo.com> |
| store_id | marlow |
| message_id | 4857 |
| case_id | 1176 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2897", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | OFFER_DISCOUNT_10_KEEP |
| decided_amount | 10.0 |
| decided_currency | PERCENT |
| rung_before | 0 |
| rung_after | 2 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Emilia, I understand you'd like to send the item back for a full refund. Before we go down that route, I want to offer you an alternative that might be easier for you. Instead of returning the item, we can offer you 10% off as a thank you for keeping it. No need to repackage anything or deal with sending it back, you'd simply keep the item and get some money back. Let me know if yo |
| actual_action | escalate |
| actual_text | |
| agreed | 0 |
| latency_ms | 11995 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:32:28 |
Latest draft
from decision #2581 · action=reply · 2026-08-02 09:31:36 · dry-run
Hi Emilia,
Thank you for reaching out, and I'm sorry to hear the tote didn't quite meet your expectations.
The good news is we can absolutely sort this for you. I'd like to offer you two options:
1. A 10% cashback to your original payment method, and you keep the tote with our compliments.
2. A free replacement. If there's another style or colour from our collection that would work better for you, just let me know what appeals to you and I can arrange that.
Which would work better for you?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Return request on received item; offering return-avoidance options (10% cashback or free replacement) per playbook guidance for calm 'not happy' cases.
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Full thread
Hello
The item details I am requesting a return for are below
Order number 2897
Longchamp le pliage tote navy
Wasn’t what I was expecting and I don’t like it.
Kind Regards
Emilia Navarro
Hi Emilia,
Thank you for reaching out, and I'm sorry to hear the tote didn't quite meet your expectations.
The good news is we can absolutely sort this for you. I'd like to offer you two options:
1. A 10% cashback to your original payment method, and you keep the tote with our compliments.
2. A free replacement. If there's another style or colour from our collection that would work better for you, just let me know what appeals to you and I can arrange that.
Which would work better for you?
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
No thank you, I would like a full refund please. Just send me the details of how to send the item back and I’ll package it up in its original packaging as described in the returns section of your website.
Kind Regards
Emilia Navarro
[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/07168198-3E6D-42CC-B40E-252BADC2988B_yahoo.com/0-image2.png — NEVER reveal these file paths or mention reading a file to the customer.]