Case #1295 — Marlow London
siouxiedyson@hotmail.co.uk · order 2743 · state imported · label none yet · rung 0
Facts
New customer message on 6 August 2026 at 18:05
open
not set
2026-08-06 17:06:06
—
2026-08-14 19:30:08
Engine shadow decision
| id | 802 |
|---|---|
| thread_key | <E1020004-18C94639E28F9DB4-D0D39818@shopify.com> |
| store_id | marlow |
| message_id | 5628 |
| case_id | 1295 |
| 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 Sue, I am so sorry for the delay and the frustration this has caused you. You should not have had to email us three times to get a response, and that is on us. Please do not worry about opening an investigation with your bank, there really is no need. I am processing a full refund for you right now for order 2743, covering both dresses. There is nothing you need to send back, please keep them |
| agreed | 0 |
| latency_ms | 3964 |
| 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 21:46:17 |
Latest draft
from decision #3688 · action=reply · 2026-08-12 08:02:38 · dry-run
Hi Sue,
I am so sorry for the delay and the frustration this has caused you. You should not have had to email us three times to get a response, and that is on us.
Please do not worry about opening an investigation with your bank, there really is no need. I am processing a full refund for you right now for order 2743, covering both dresses. There is nothing you need to send back, please keep them. The refund will be back with you within 3 to 5 business days.
Again, I am sorry for how long this has taken and for the trouble it has caused you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is threatening a bank dispute after multiple unanswered follow-ups on a return request. Per RULE customer-threatening-a-dispute-gets-the-refund-and-a-stand-down-ask, skipping the retention ladder and going straight to a full refund, letting her keep both items, and asking her to stand down from the dispute in the same email.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 100% of order #2743 = £101.92 (order total £101.92, already refunded £0.00, NET AVAILABLE £101.92) to the original payment method (sh | 2026-08-12 08:02:38 |
| refund_percent | proposed | Refund 100% of order #2743 = £101.92 (order total £101.92, already refunded £0.00, NET AVAILABLE £101.92) to the original payment method (sh | 2026-08-10 16:45:29 |
Case events
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Mrs Susie Dyson
Email:
siouxiedyson@hotmail.co.uk
Body:
Order 2743. I would like to return this order to you
consisting of two garments. Please contact me at your earliest
convenience
Thanks
Sue Dyson
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
Please respond to me email requesting a return; you promise stress free returns which means a quick response.
Sent from my iPhone
On 6 Aug 2026, at 19:54, Marlow-London <support@marlow-london.com> wrote:
We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
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Dear Mrs,
Good news — your order has been delivered! 🎉
We hope it met your expectations and that you’re thrilled with your purchase.
As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout.
We can’t wait to see you shop with us again soon! 💛
Warm regards,
Sarah
Customer Support Team
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© 2026 MARLOW LONDON
Don't want to receive any more emails? Unsubscribe<https://ctrk.klclick.com/l/01KZC6TYBAGYXRDGY873SMZ2RN_20>.
I wish to return the above order consisting of two dresses
1 Black dress label saying: 1861990409 WWFZ0611932-0-Blac
1 Purple dress label saying: 1861990409 WWFZ0611932-0-Purp
I would be very grateful if you could live up to your promise and make this hassle free…..
Sue Dyson
Sent from my iPad
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Mrs Susie Dyson
Email:
siouxiedyson@hotmail.co.uk
Body:
I have sent 3 emails regarding my desire to return two
dresses ofyours. No response. So much for the ‘no free returns’.
If you do not send me the information within 48 hours I will
raise an issue with my bank.
I am now going to instigate an investigation through my bank
Sent from my iPhone
> On 7 Aug 2026, at 17:54, Sue Dyson <siouxiedyson@hotmail.co.uk> wrote:
>
> I wish to return the above order consisting of two dresses
> 1 Black dress label saying: 1861990409 WWFZ0611932-0-Blac
> 1 Purple dress label saying: 1861990409 WWFZ0611932-0-Purp
> I would be very grateful if you could live up to your promise and make this hassle free…..
> Sue Dyson
>
>
> Sent from my iPad