Case #1294 — Marlow London

manima_grace@hotmail.fr · order 3068 · state imported · label none yet · rung 0

Facts

Subject

Order #3068 - Return

Thread status

open

SLA due

not set

Opened

2026-08-06 16:51:22

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	902
thread_key	<CW1P302MB2198D169701BB6660645329990D22@CW1P302MB2198.GBRP302.PROD.OUTLOOK.COM>
store_id	marlow
message_id	5735
case_id	1294
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	escalate
actual_text
agreed	1
latency_ms	4073
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 21:53:35

Latest draft

from decision #3222 · action=reply · 2026-08-06 16:51:51 · dry-run

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

Reasoning: Bare return request with no stated reason matches the return-refund-no-reason exact-match rule; this is our first reply in the thread so it auto-sends as first_contact.

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Full thread

in manima_grace@hotmail.fr → support@marlow-london.com customer 2026-08-06 16:51:22

Good afternoon, Order number: #3068 Item: 1 x Mini Leather Longchamp Bag Delivery date: 6th August 2026 I want to return this item. Please advise on the process to follow. Many thanks, Grace ________________________________ De : Marlow-London <support@marlow-london.com> Envoyé : vendredi 31 juillet 2026 06:02 À : Grace Manima <manima_grace@hotmail.fr> Objet : Order #3068 is on its way for delivery! Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ [logo black]<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_0> [logo black]<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_1> [Order tracking webshop]<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_2> Your order is on its way for delivery, Grace! Your order is on its way for delivery and will arrive soon! 🚚✨ Want to track your package? Just click the button below. [Order tracking]<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_3> Track your order<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_4> Order: #3068 [https://cdn.shopify.com/s/files/1/0662/8488/0137/files/O1CN01heXekY1HLsxgYRqmR__2220273230742-0-cib_a508a687-b61e-40f8-b345-c28cb0d7ee16.jpg?v=1780173054] 1 x Mini Leather Longchamp Bag 54.95 GBP You might also like this? [Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS]<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_5> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_6> [Image of LONGCHAMP LE PLIAGE TOTE - BLACK]<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_7> LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_8> [Image of LONGCHAMP LE PLIAGE TOTE - NAVY]<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_9> LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_10> [USP]<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_11> Homepage<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_12> Track your order<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_13> Contact<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_14> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe<https://ctrk.klclick1.com/l/01KYV5C7FZ6XTYF5B84TPCP5ZW_15>.

out support@marlow-london.com → manima_grace@hotmail.fr tool 2026-08-06 16:51:51

in manima_grace@hotmail.fr → support@marlow-london.com customer 2026-08-06 17:18:49

Hi Anna, Order number is 3068 Reason for return: very long delivery time (almost 2 weeks) and the item quality is not good. Many thanks, Grace Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 06 August 2026 17:51:51 To: manima_grace@hotmail.fr <manima_grace@hotmail.fr> Subject: Re: Order #3068 - Return 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

in manima_grace@hotmail.fr → support@marlow-london.com customer 2026-08-13 06:32:03

Good morning, Could you please come back to me on the return process? Many thanks, Grace Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: Grace Manima <manima_grace@hotmail.fr> Sent: Thursday, 06 August 2026 19:18:20 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: Order #3068 - Return Hi Anna, Order number is 3068 Reason for return: very long delivery time (almost 2 weeks) and the item quality is not good. Many thanks, Grace Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 06 August 2026 17:51:51 To: manima_grace@hotmail.fr <manima_grace@hotmail.fr> Subject: Re: Order #3068 - Return 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