Case #1273 — Marlow London
stone.sam63@gmail.com · order 1430 · state imported · label none yet · rung 0
Facts
A shipment from order #1430 is on the way
open
not set
2026-08-05 17:09:38
—
2026-08-14 19:30:08
Engine shadow decision
| id | 267 |
|---|---|
| thread_key | <1EF56D93-EE66-4EB6-BE4B-6E6CAE8AACD4@gmail.com> |
| store_id | marlow |
| message_id | 4972 |
| case_id | 1273 |
| label | WRONG_ITEM |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "1430", "size_mentioned": "UK 12", "amount_mentioned": "", "product_mentioned": "HONORIA Sporty Three-Piece Tankini Set - Teal and Red Floral", "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 Sam, Welcome back, and sorry for the mix-up, you're right, the confirmation shows Teal and Red Floral but it sounds like Teal and Blue arrived instead. We'll get the correct HONORIA Sporty Three-Piece Tankini Set in Teal and Red Floral, UK 12, sent out to you free of charge. Just reply and confirm the shipping address on file is still correct and we'll get it moving. Anna |
| actual_action | reply |
| actual_text | Hi Sam, Thank you for letting us know, and welcome back from your holiday! I am so sorry to hear the colour that arrived is not right, that is definitely not what we want for you. I can see your order #1430, the Honoria Sporty Three-Piece Tankini Set, which you ordered in Teal and Red Floral. Could you send me a quick photo of what actually arrived so I can see exactly what came instead? That wi |
| agreed | 1 |
| latency_ms | 7113 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:49:13 |
Latest draft
from decision #3156 · action=reply · 2026-08-05 17:10:18 · dry-run
Hi Sam,
Thank you for letting us know, and welcome back from your holiday! I am so sorry to hear the colour that arrived is not right, that is definitely not what we want for you.
I can see your order #1430, the Honoria Sporty Three-Piece Tankini Set, which you ordered in Teal and Red Floral. Could you send me a quick photo of what actually arrived so I can see exactly what came instead? That will help me get this sorted out for you as quickly as possible.
Thanks so much, and sorry again for the mix up.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Wrong colour item complaint, first reply in thread — intake stage, ask for photo and confirm order before offering a replacement, per the wrong-colour investigation rule.
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Full thread
Sent from my iPhone just got back from my holiday thank you for my Order but you have send the wrong one I ordered teal & red floral not teal & blue On 20 Jun 2026, at 14:59, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
Shipped
On its way, Sam
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002904643632CN
Carrier: Other
Track now
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com .
Items shipped
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 12 (L) · Teal and Red Floral / UK 12 (L) · Qty 1
Order number
#1430
Shipping to
Sam Stone Lincoln, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
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