Case #1264 — Marlow London
annemariebatho@gmail.com · order 2015 · state imported · label none yet · rung 0
Facts
New customer message on 5 August 2026 at 13:24
open
not set
2026-08-05 12:26:57
—
2026-08-14 19:30:08
Engine shadow decision
| id | 310 |
|---|---|
| thread_key | <E1020004-18C8E847CC278C6E-61C945F4@shopify.com> |
| store_id | marlow |
| message_id | 5022 |
| case_id | 1264 |
| label | WRONG_SIZE |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2015", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | OFFER_REPLACEMENT |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 1 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Anne-Marie, Thanks for letting us know, and sorry the size is running small on this one. We would be happy to send you a replacement in a different size, free of charge. Just reply and let me know which size you would like instead, and I will get that sorted for order 2015. Best, Anna |
| actual_action | reply |
| actual_text | Hi Anne-Marie, Thanks so much for reaching out, and I'm sorry to hear the size isn't right, that's really disappointing when you were expecting it to fit. I can see your order 2015. Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in a different size. You'd keep the one you already have with our compliments, and there |
| agreed | 1 |
| latency_ms | 7303 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:55:46 |
Latest draft
from decision #3199 · action=reply · 2026-08-06 13:57:06 · dry-run
Hi Anne-Marie,
Thanks so much for reaching out, and I'm sorry to hear the size isn't right, that's really disappointing when you were expecting it to fit.
I can see your order 2015. Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in a different size. You'd keep the one you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing complaint, applying RULE sizing-return-free-replacement-first STEP 1: free replacement offer, keep original, no fee, ask which size.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Anne-Marie Batho
Email:
annemariebatho@gmail.com
Body:
My order is too small. How do I return it please?
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Anne-Marie Batho
Email:
annemariebatho@gmail.com
Body:
Hi, I received my order and have now tried it on. The
size I ordered i expected to fit, however it is very small. How
do I go about returning the product.