Case #1285 — Marlow London
elainepentland@me.com · order 3648 · state imported · label none yet · rung 0
Facts
New customer message on 6 August 2026 at 11:56
open
not set
2026-08-06 10:57:56
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1022 |
|---|---|
| thread_key | <E1020004-18C93215DE0ED0F1-5F660294@shopify.com> |
| store_id | marlow |
| message_id | 5867 |
| case_id | 1285 |
| 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 Elaine, Thanks for reaching out, and sorry to hear the size isn't right on your Avery Elegant Breezy Summer Blouse (order #3648). 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 blouse you already have with our compliments, and there's nothing to send back. That way you'll get t |
| agreed | 0 |
| latency_ms | 4173 |
| 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 22:02:41 |
Latest draft
from decision #3906 · action=reply · 2026-08-14 13:18:38 · dry-run
Hi Elaine,
Thanks for reaching out, and sorry to hear the size isn't right on your Avery Elegant Breezy Summer Blouse (order #3648).
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 blouse 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 is the stated return reason, so RULE sizing-return-free-replacement-first (Fiona #2114) governs over the general return/refund umbrella: STEP 1 offers a free replacement in the correct size, no contribution (no-shipping-fee-ever), no return address, no refund mention; auto_send is false because her explicit return/refund request disqualifies the size_exchange auto-send gate.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Elaine Pentland
Email:
elainepentland@me.com
Body:
I ordered a blouse on Monday and money was taken out of
my account on the same day - 3rd August. £59.95. I have recieved
no confirmation email or delivered date. My address is Kilwarlin
Rectory 9 St John’s Rd Royal Hillsborough BT266ED. Can you please
confirm and provide estimated delivery date. Thank you
Hi there,
Thanks for checking in. Your order 3648 is booked in with the courier and the shipping label is already created - I can see the tracking currently shows "information received", which is just the very first stage. That means the courier has your parcel's details but has not yet physically collected it from us. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2621500712945926
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
I have just received the blouse I ordered. Order number #3648 to the address
Kilwarlin Rectory 9 St John's Rd Hillsborough BT66ED.
Unfortunately it is the wrong size. I would like to return the item.
Please send further instructions to enable me to return the blouse.
Many thanks
Elaine
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