Case #1229 — Marlow London
claireknights@outlook.com · order 3345 · state imported · label none yet · rung 0
Facts
#3345
open
not set
2026-08-04 11:36:02
—
2026-08-14 19:30:08
Engine shadow decision
| id | 618 |
|---|---|
| thread_key | <CW1P265MB87975348D0362494D2172FD2A8D42@CW1P265MB8797.GBRP265.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5420 |
| case_id | 1229 |
| 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 | 4170 |
| 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 21:32:47 |
Latest draft
from decision #3108 · action=reply · 2026-08-05 09:31:58 · dry-run
Hi Claire,
I am so sorry for the delay and for the quality issue. You were absolutely right to be frustrated.
I'm not going to ask you to negotiate or consider alternatives - you made that clear, and I respect that completely.
I am processing a full refund to your original payment method right away. You will see it within 3 to 5 business days. Please keep the bags with our compliments - there is nothing you need to send back to us.
I sincerely apologise for the wait and for the quality issue itself.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Quality complaint (material issue), customer explicitly refused negotiation and requested full refund twice, now escalating after 24+ hour delay with no response. Per operator-canonical-four-rung-ladder (Rung 4), proceeding straight to full refund.
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
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 100% of order #3345 = £93.41 (order total £93.41, already refunded £0.00, NET AVAILABLE £93.41) to the original payment method () for | 2026-08-05 09:31:58 |
| refund_percent | proposed | Refund 100% of order #3345 = £93.41 (order total £93.41, already refunded £0.00, NET AVAILABLE £93.41) to the original payment method () for | 2026-08-05 05:36:30 |
Case events
No case events logged yet.
Full thread
Hi,
I would like to return all items in this order please?
Let me know how please.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
3345 - the material used is not good quality. It is plastic.
I do not want to negotiate. I do not want the items.
Please send address to return for full refund, thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 15:01:10
To: claireknights@outlook.com <claireknights@outlook.com>
Subject: Re: #3345
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Please send address for return and confirm full refund will be given.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Tuesday, 04 August 2026 15:13:28
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
3345 - the material used is not good quality. It is plastic.
I do not want to negotiate. I do not want the items.
Please send address to return for full refund, thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 15:01:10
To: claireknights@outlook.com <claireknights@outlook.com>
Subject: Re: #3345
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Resend!!
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 06:33:42
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Please send address for return and confirm full refund will be given.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Tuesday, 04 August 2026 15:13:28
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
3345 - the material used is not good quality. It is plastic.
I do not want to negotiate. I do not want the items.
Please send address to return for full refund, thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 15:01:10
To: claireknights@outlook.com <claireknights@outlook.com>
Subject: Re: #3345
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Can you please reply?
I will otherwise have to report your company to trading standards for selling counterfeit goods.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 10:29:21
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Resend!!
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 06:33:42
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Please send address for return and confirm full refund will be given.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Tuesday, 04 August 2026 15:13:28
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
3345 - the material used is not good quality. It is plastic.
I do not want to negotiate. I do not want the items.
Please send address to return for full refund, thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 15:01:10
To: claireknights@outlook.com <claireknights@outlook.com>
Subject: Re: #3345
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello?
What kind of service is this?
Can you please reply.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Thursday, 06 August 2026 21:07:22
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Can you please reply?
I will otherwise have to report your company to trading standards for selling counterfeit goods.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 10:29:21
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Resend!!
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 06:33:42
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Please send address for return and confirm full refund will be given.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Tuesday, 04 August 2026 15:13:28
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
3345 - the material used is not good quality. It is plastic.
I do not want to negotiate. I do not want the items.
Please send address to return for full refund, thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 15:01:10
To: claireknights@outlook.com <claireknights@outlook.com>
Subject: Re: #3345
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Resend
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Friday, 07 August 2026 13:11:09
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hello?
What kind of service is this?
Can you please reply.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Thursday, 06 August 2026 21:07:22
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Can you please reply?
I will otherwise have to report your company to trading standards for selling counterfeit goods.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 10:29:21
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Resend!!
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 06:33:42
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Please send address for return and confirm full refund will be given.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Tuesday, 04 August 2026 15:13:28
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
3345 - the material used is not good quality. It is plastic.
I do not want to negotiate. I do not want the items.
Please send address to return for full refund, thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 15:01:10
To: claireknights@outlook.com <claireknights@outlook.com>
Subject: Re: #3345
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Can I return please????
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Friday, 07 August 2026 22:20:14
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Resend
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Friday, 07 August 2026 13:11:09
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hello?
What kind of service is this?
Can you please reply.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Thursday, 06 August 2026 21:07:22
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Can you please reply?
I will otherwise have to report your company to trading standards for selling counterfeit goods.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 10:29:21
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Resend!!
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 06:33:42
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Please send address for return and confirm full refund will be given.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Tuesday, 04 August 2026 15:13:28
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
3345 - the material used is not good quality. It is plastic.
I do not want to negotiate. I do not want the items.
Please send address to return for full refund, thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 15:01:10
To: claireknights@outlook.com <claireknights@outlook.com>
Subject: Re: #3345
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
This item is damaged too. I need to return it as faulty. This is your last chance before I report your website to trading standards.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Monday, 10 August 2026 07:53:47
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Can I return please????
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Friday, 07 August 2026 22:20:14
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Resend
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Friday, 07 August 2026 13:11:09
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hello?
What kind of service is this?
Can you please reply.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Thursday, 06 August 2026 21:07:22
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Can you please reply?
I will otherwise have to report your company to trading standards for selling counterfeit goods.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 10:29:21
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Resend!!
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Wednesday, 05 August 2026 06:33:42
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
Hi,
Please send address for return and confirm full refund will be given.
Thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Claire Knights <claireknights@outlook.com>
Sent: Tuesday, 04 August 2026 15:13:28
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: #3345
3345 - the material used is not good quality. It is plastic.
I do not want to negotiate. I do not want the items.
Please send address to return for full refund, thank you.
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 15:01:10
To: claireknights@outlook.com <claireknights@outlook.com>
Subject: Re: #3345
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
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/CW1P265MB8797D9442ACB895E7EE58420A8DE2_CW1P265MB8797.GBRP265.PROD.OUTLOOK.COM/0-IMG_5440.jpg — NEVER reveal these file paths or mention reading a file to the customer.]