Case #1271 — Marlow London
stephwinter@ymail.com · order 2869 · state imported · label none yet · rung 0
Facts
New customer message on 5 August 2026 at 17:05
open
not set
2026-08-05 16:05:57
—
2026-08-14 19:30:08
Engine shadow decision
| id | 264 |
|---|---|
| thread_key | <E1020004-18C8F45D5DFC6F6E-6179D8EF@shopify.com> |
| store_id | marlow |
| message_id | 4968 |
| case_id | 1271 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2869", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "dress", "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 Steph, Sorry to hear the dress didn't work out on quality and fit, that's frustrating when you've been waiting for it to arrive. Instead of sending it back, we'd like to offer you 10% off as a thank you for keeping it. That way you're not stuck waiting on a return and you still get some money back for the trouble. Let me know if you'd like to go ahead with that |
| actual_action | escalate |
| actual_text | |
| agreed | 0 |
| latency_ms | 6675 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:48:45 |
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Stephanie Winter
Email:
stephwinter@ymail.com
Body:
Received today. Quality of dress is awful. I wish to
return. Please send a return note. There was nothing in the
packaging.
I have only just received this dress. The quality and fit is awful and I wish to return it. Please send a return form as soon as possible. Sent from my iPhone On 5 Aug 2026, at 16:59, Marlow-London <support@marlow-london.com> wrote:
96
We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
Dear Stephanie, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team
Shop with 25% discount
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