Case #1278 — Marlow London
kellyhunter77@hotmail.co.uk · order 2082 · state imported · label none yet · rung 0
Facts
Order #2082 confirmed
open
not set
2026-08-06 06:30:25
—
2026-08-14 19:30:08
Engine shadow decision
| id | 758 |
|---|---|
| thread_key | <DB9P251MB078552B030E9AFF4D6004F88F5D22@DB9P251MB0785.EURP251.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5581 |
| case_id | 1278 |
| 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 | reply |
| actual_text | Hi Kelly, Thank you for your patience, and I am sorry for the delay in getting back to you on this, especially when you have already had to follow up twice. I can see from your order that you kept the two Medium sets and it is just the two Small sets that were not the right fit. Rather than you going to the trouble of packaging these up and posting them back to us overseas, which can take severa |
| agreed | 0 |
| latency_ms | 4739 |
| 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 21:43:05 |
Latest draft
from decision #3644 · action=reply · 2026-08-11 16:09:07 · dry-run
Hi Kelly,
Thank you for your patience, and I am sorry for the delay in getting back to you on this, especially when you have already had to follow up twice.
I can see from your order that you kept the two Medium sets and it is just the two Small sets that were not the right fit. Rather than you going to the trouble of packaging these up and posting them back to us overseas, which can take several weeks and does carry a real risk of the parcel going missing along the way, I would like to offer you a 10 percent cashback on your order instead. You would keep the two Small sets as well, and there would be nothing for you to send back at all.
Just let me know if that works for you and I will get it sorted straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing-driven return where the customer already kept the correct-size items from the same order, so a same-order replacement doesn't apply; offering the Rung 2 keep-it cashback per the operator-canonical four-rung ladder instead of a redundant free-replacement step.
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Full thread
Hi - I'd like to start a return process please for the 2 items noted below in size small (only).
I look forward to hearing from you.
Regards
Kelly
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: MARLOW LONDON <support@marlow-london.com>
Sent: Saturday, July 11, 2026 10:11
To: kellyhunter77@hotmail.co.uk <kellyhunter77@hotmail.co.uk>
Subject: Order #2082 confirmed
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AAAc3Bq41aYdXNlgjZE0NMma7m-Zk1_qlUkLZzgiR_o9PF5XhuPdqgYsZkEM7ngPHGqokV0QUGYKX3MJ0r0UmAWCcXUzm3FsR0DcnDtjMKr70_RDnIK1rL3R_p-Pzhy2Cp3dn6BRglvdUoCXntuEiCGozZuKYVoqsBnOLQwwbZbErYnHF-dBN1K2r4qWSgGbCaVoZ1gwqjTyXMxa_wq4MiaWu_kXCxm1vLDP3pM1XpxKNG8gDKd9XdKT_bsUq9Zg9oAmahDCb7iOp64gaVPEJn7Gm78KpozOf1flLllngk4PMXnHdTLISMqn5ijYmqY4p6mK68YTQzr5tHWdB8aZkhAfGg==>
Order confirmed
Thank you, Kelly
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now<https://marlow-london.com/_t/c/v3/AABIRvI4XsRr4Q7ftq-SPpJaQN4eKeNWdAXbY9w8SDE--F5tVlMw8Oh15gdxkT8R8WiMlUBeol0mjBGvkEVbFbLQS9sHeKTxpI9gK2G5IDLoXItR4l78wg-7y-URYYfAASVLAjAb7T8rl7G3XCuo9JifXbMnK780o7lP_MpFVkT_yVFKf0BL6rkfrDKh9ZCQ5WIMT3KgqzLi6KZ9XxjjN8q3MVrkzPpRG8MLhDC-ZL3cHZmNQ2Ct6CM5kNB0GNDQ9rCx8vdYA-NpDM89m_x2osIovRtMjQRIeI0nJUAvpREoL897R9o1gBEEqOawTYUJ_Dt6XpPq6_tNb4NElUaftrHgXFU=>
Order number
#2082
Order summary
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 10 (M)
Teal and Red Floral / UK 10 (M) · Qty 1
£39.95
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 8 (S)
Teal and Red Floral / UK 8 (S) · Qty 1
£39.95
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Green Palm Tree / UK 10 (M)
Green Palm Tree / UK 10 (M) · Qty 1
£39.95
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Green Palm Tree / UK 8 (S)
Green Palm Tree / UK 8 (S) · Qty 1
£39.95
Subtotal
£119.85
Shipping
£0.00
Discount
-£39.95
Total
£119.85
Shipping to
Kelly Hunter
11 Princess Close
SO30 3JU West End, Eastleigh
United Kingdom
Payment
Shopify payments
View order<https://marlow-london.com/_t/c/v3/AABJ65SFvE66OmwqbsSugcoQ1gHAwK9NR6UXcTphp9NaB9izgI8Xa80hmFq-xrrRRPrJ5_Gf4s1RylcFZ1ao4ebdjG_vszJq_W7EVhMXYhy9cuUbc8e00FrDARZrMqPfcjza0aB_XRK8YYKb1UzTbjQqD1QwyXPIAx4sp923R2h94sJO--8Qjre7voyhgjllzrDxzV_cnsk-852jwaP5_5KcS5giwBHWW90S2VIE2u9KcOp6pooaA2xZmYJwC0NpfyM3yePMMQiuSyqwsfgrplsDML0FjpYU2Yhbvlk5TUwOk9Cj1iS_HVAhf4O37no3_vGYINpLWo-MNybpH3VdKTQ9yddzqmknRf6RYcDElGn28vWeMxV6xI7A0txf3eyMOBsTc33IAnHfcUXnXBE368Bx-oq0HyTOugtXcLBcR-_6DSTdlwUNPxaPZKpR0IeGUNVatL4sbBs8iqRE5TSzOrZix4Y-IgWFTdOVjmyOXsTHgL-beYjuTyBxr8FrTxBj8nEYBHcUNWdItiEl2jhVOJuBYQw_lLYrsCzkZHBk4nks6rmsfT6gX78hT3nlvdab3M_-E0DYK3ZNeRcEc3SvH8FZlGrYs5dNLfuD_yJ4qftSmGY-zg7LUO6QYahUMU7YpXORs8SwoTmRvS_6m6QdSy6zfgBG5LCBTduhJgSwFFUXPcxXti0FXtqbB23WBf5FCtM3lIYPKQuNwxuL4rEY_hu6UAubx-VRU8h4lx6YaUZ9VbQI-NtOogbOjyLjxNAG3ds-S3NnL-KBnh46jq7SJn-HF1u6dpBWiwbl2y7PqLLaoqCXno5rY7uUwfWUqau0eSYMKPTM9G_8S0PJWbaUOXacTPwxsOk2sEjpaP2vOuibX0hmpI-LYqbI7Opp2NzEQZKJ5024fNEQTG5Qvn1Er34myZoiWsehqVBd-gX_0WB9sy72C8DTceZ-xVcV0kszIDD9OtQ3hyQFh2EmfVKHYablqfplDNWzctpMSos5a8Q3xeXI1BukFADupq_e2N4YGCcUOeWtN44vIr6YG04glToVz47Grj8i0bcFV5dn4nSyWwA96nj6WgGUHOLPLsQhqhTvqLRsuVnjXGZ7WnLFmaQ2DH_3h-sDSbdJmse4Hm9MN9n6datb1VfGm-vlVOWrVRCVm5QYyVx-CY0s4ki0Eteuej1wIP7MlE83BIRFe5V11rnCq81MZUUaS0tz9xjb2yzcwfewMIjfTSrkXk3srPeqo3Mnr330Uy8oOt3_DVPbzaNfTCAQXRW7xnRCq_8U4D6DVeVCN4tz8AVZTqnGr6xUqIJdAF8CfJHHlXkQ0GvgnMUu48QGCq0FYuRqQNS-5n4pUtzg2F3dVdodzs0fRQCYzxfbC1h4kd7angkJwpj7Cwn6EXNQ0vb8J3MYtWRkobetTuHPsmES5FcPkcSQnAQKbHJlIZ2NX5JGrzF1O4qhyuDEACemsnUW_Uvkdy0XlAhaNDSF83Q-tQsACVkYikU41k14833CTtn0cAXVxSL3hl1WkI-UwiCtbRNLI_0Be7brR2QxAQXl61-ODc5sb8fk3CBiZrRsvvU=>
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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 - order number is 2082.
I am returning the 2 size small items as they are too small. I ordered more than one size and will be keeping the 2 medium sized items that were contained in the same order.
Thanks
Kelly
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Thursday, August 6, 2026 07:31
To: kellyhunter77@hotmail.co.uk <kellyhunter77@hotmail.co.uk>
Subject: Re: Fw: Order #2082 confirmed
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 confirm next steps for my return.
Thanks, Kelly
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Kelly Hunter <kellyhunter77@hotmail.co.uk>
Sent: Thursday, 06 August 2026 07:32:54
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: Order #2082 confirmed
Hi - order number is 2082.
I am returning the 2 size small items as they are too small. I ordered more than one size and will be keeping the 2 medium sized items that were contained in the same order.
Thanks
Kelly
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Thursday, August 6, 2026 07:31
To: kellyhunter77@hotmail.co.uk <kellyhunter77@hotmail.co.uk>
Subject: Re: Fw: Order #2082 confirmed
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 urgently confirm how I can organise a refund / return of the items as previously requested.
Thanks, Kelly
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Kelly Hunter <kellyhunter77@hotmail.co.uk>
Sent: Friday, 07 August 2026 09:16:25
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: Order #2082 confirmed
Hi - please confirm next steps for my return.
Thanks, Kelly
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Kelly Hunter <kellyhunter77@hotmail.co.uk>
Sent: Thursday, 06 August 2026 07:32:54
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: Order #2082 confirmed
Hi - order number is 2082.
I am returning the 2 size small items as they are too small. I ordered more than one size and will be keeping the 2 medium sized items that were contained in the same order.
Thanks
Kelly
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Thursday, August 6, 2026 07:31
To: kellyhunter77@hotmail.co.uk <kellyhunter77@hotmail.co.uk>
Subject: Re: Fw: Order #2082 confirmed
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