Case #1299 — Marlow London
st-eph1988@hotmail.co.uk · order 3600 · state imported · label none yet · rung 0
Facts
Order 3600
open
not set
2026-08-07 03:05:58
—
2026-08-14 19:30:08
Engine shadow decision
| id | 355 |
|---|---|
| thread_key | <PA1PR09MB8717B067EF21D48B735C0F4DCDD12@PA1PR09MB8717.eurprd09.prod.outlook.com> |
| store_id | marlow |
| message_id | 5077 |
| case_id | 1299 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3600", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "school bag", "chargeback_ultimatum": false} |
| decided_action | OFFER_DISCOUNT_10_KEEP |
| decided_amount | 10.0 |
| decided_currency | PERCENT |
| rung_before | 0 |
| rung_after | 2 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Good morning Stephanie I'm sorry to hear you're feeling uneasy about this one, especially with it being for your daughter's school bag. I completely understand wanting reassurance. I'm not able to cancel and refund the order while it's still with the courier. What I can do right now is offer you 10% off as a thank you for keeping the item once it arrives, rather than sen |
| actual_action | escalate |
| actual_text | |
| agreed | 0 |
| latency_ms | 7169 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:02:48 |
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good Morning
My parcel has been sitting with the courier for over a week now. Please cancel and issue a refund. This was supposed to be my daughter’s school bag and after reading reviews on your company I am not confident in its arrival. Please issue a refund and confirm.
Regards
Stephanie
Sent from my iPhone