Case #1305 — Marlow London
brownings.oast@gmail.com · order 1871 · state imported · label none yet · rung 0
Facts
Return
open
not set
2026-08-07 07:38:41
—
2026-08-14 19:30:08
Engine shadow decision
| id | 797 |
|---|---|
| thread_key | <5F2C7736-BC9E-490A-BF74-66E93BC1E698@gmail.com> |
| store_id | marlow |
| message_id | 5622 |
| case_id | 1305 |
| 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 Jill, Thank you for reaching out, and I'm sorry to hear the top isn't fitting properly. I can see your order 1871 for the Honoria Sporty Three-Piece Tankini Set. 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 would keep the set you already have with our compliments, and there is nothing to send bac |
| agreed | 0 |
| latency_ms | 4008 |
| 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 21:45:55 |
Latest draft
from decision #3683 · action=reply · 2026-08-12 07:23:41 · dry-run
Hi Jill,
Thank you for reaching out, and I'm sorry to hear the top isn't fitting properly.
I can see your order 1871 for the Honoria Sporty Three-Piece Tankini Set. 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 would keep the set you already have with our compliments, and there is 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: RULE sizing-return-free-replacement-first governs (sizing/fit-caused return request, step 1 free replacement, no fee per RULE no-shipping-fee-ever, no escape clause); auto_send is false because Jill explicitly used the word return, which fails the size_exchange auto-send gate's no-return-demand criterion, so this needs human review before sending.
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Full thread
Hi
Re:
Order #1871
Hi
I love this set, but unfortunately the bikini top is too wide around the chest and is baggy at the back. Also Even with the straps at their longest it only just sits under my breasts.
Please can I return
Kind regards
Jill Fagg
Hi I need to return this order as the top doesn’t fit. Please can you advise how I do this. Many thanks Jill On 9 Jul 2026, at 11:29, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
Shipped
On its way, Jill
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002968586401CN
Carrier: Other
Track now
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com .
Items shipped
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Blue Floral / UK 14 (XL) · Blue Floral / UK 14 (XL) · Qty 1
Order number
#1871
Shipping to
Jill Fagg Whitstable, United Kingdom
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