Case #1290 — Marlow London
debsydoo12@sky.com · order 3148 · state imported · label none yet · rung 0
Facts
Order
open
not set
2026-08-06 16:05:11
—
2026-08-14 19:30:08
Engine shadow decision
| id | 966 |
|---|---|
| thread_key | <1605218922.384947.1786032234581@mail.yahoo.com> |
| store_id | marlow |
| message_id | 5803 |
| case_id | 1290 |
| 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 Deborah, I am so sorry, this is not good enough, you should not have had to write in more than once to get a reply, and I want to apologise directly for that. I can see your order 3148, the Longchamp Le Pliage Tote in Navy. I am so sorry to hear it has turned out too small to be practical as a school bag for your daughter, that is not what we want for you at all. I would love to put this rig |
| agreed | 0 |
| latency_ms | 3777 |
| 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 21:58:25 |
Latest draft
from decision #3850 · action=reply · 2026-08-13 19:08:37 · dry-run
Hi Deborah,
I am so sorry, this is not good enough, you should not have had to write in more than once to get a reply, and I want to apologise directly for that.
I can see your order 3148, the Longchamp Le Pliage Tote in Navy. I am so sorry to hear it has turned out too small to be practical as a school bag for your daughter, that is not what we want for you at all.
I would love to put this right without you needing to send anything back. I can send you a free replacement in a larger size, completely free of charge, and you would keep the one you already have with our compliments, nothing to send back. Could you let me know which size you would like instead?
If you would rather not exchange, just let me know and I can look at other options for you too.
Again, I am really sorry for the delay in getting back to you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit-driven return (tote too small) per RULE sizing-return-free-replacement-first — offering a free correct-size replacement, no contribution, plus a genuine apology for the unanswered prior emails; held for human review given the repeated-chase context rather than auto-sent.
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Full thread
Hi i would like an update on my order please.
Deborah Reay
Sent from Sky Yahoo Mail on Android
Hi Deborah,
Thanks for reaching out! I couldn't see an order number in your message, so I've gone ahead and found your order using your email address, order 3148 - just let me know if that's not the right one.
Good news, your order is in transit and on its way to you. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL362025685YP
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi i would like to make a return please this item i have recieved is no good it was meant to be a large tote bag for my daughter for school it has arrived and is tiny i would only fit a purse inside.
Deborah Reay
Sent from Sky Yahoo Mail on Android
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Deborah Reay
Email:
debsydoo12@sky.com
Body:
I need to return my item. I ordered a large Tote bag for
my daughter for school but the bag that has arrived is tiny.
I have a prpblem with my order i have emailed a few times now and noreply cpuld you please answer me.
Sent from Sky Yahoo Mail on Android
On Sun, 9 Aug 2026 at 13:58, Marlow-London<support@marlow-london.com> wrote:
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