Case #1272 — Marlow London
raehill8491@hotmail.co.uk · order 1719 · state imported · label none yet · rung 0
Facts
New customer message on 5 August 2026 at 17:35
open
not set
2026-08-05 16:37:39
—
2026-08-14 19:30:08
Engine shadow decision
| id | 265 |
|---|---|
| thread_key | <E1020004-18C8F5F9B9BAE6B2-24AB5E5F@shopify.com> |
| store_id | marlow |
| message_id | 4969 |
| case_id | 1272 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "1719", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "garment", "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 Mrs Hill, Thanks for reaching out about order 1719, and sorry the garment didn't fit. Rather than sending it back, we'd like to offer you 10% off as a thank you for keeping it. It saves you the hassle of returning it and still puts a bit back in your pocket. Let me know if you'd like to go ahead with that, and I'll get it sorted for you. Warmly, Anna |
| actual_action | reply |
| actual_text | Hi Mrs Hill, Thanks for getting in touch, and I'm sorry to hear the garment didn't fit as expected. Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a different size. You would keep the one you already have with our compliments, and there is nothing to send back. That way you will get the perfect fit. Which size would you li |
| agreed | 1 |
| latency_ms | 7032 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:48:52 |
Latest draft
from decision #3154 · action=reply · 2026-08-05 16:39:22 · dry-run
Hi Mrs Hill,
Thanks for getting in touch, and I'm sorry to hear the garment didn't fit as expected.
Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a different size. You would keep the one you already have with our compliments, and there is nothing to send back. That way you will get the perfect fit.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit issue triggers sizing-return-free-replacement-first rule: offer free replacement in correct size instead of a return label, no fee, customer keeps original item.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Mrs R Hill
Email:
raehill8491@hotmail.co.uk
Body:
Please could you send me a returns label - garment didn't
fit. Thankyou