Case #1324 — Marlow London
fiona.mcmenamy@gmail.com · order 2999 · state imported · label none yet · rung 0
Facts
Order #2999 confirmed
open
not set
2026-08-07 13:22:20
—
2026-08-14 19:30:08
Engine shadow decision
| id | 747 |
|---|---|
| thread_key | <CABGP5fffVyRFdsc2+NH4C-hb6fxiNDwu7mF6=Vg2qR=G4VHsmg@mail.gmail.com> |
| store_id | marlow |
| message_id | 5568 |
| case_id | 1324 |
| 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 Fiona, Thank you for reaching out, and I am so sorry you have had to email more than once without a reply, that is honestly not the experience we want for you. I can see your order 2999, the Longchamp Le Pliage Tote in Navy. Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a different size. You would keep the one you already have wi |
| agreed | 0 |
| latency_ms | 3790 |
| 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 21:42:16 |
Latest draft
from decision #3633 · action=reply · 2026-08-11 14:50:35 · dry-run
Hi Fiona,
Thank you for reaching out, and I am so sorry you have had to email more than once without a reply, that is honestly not the experience we want for you.
I can see your order 2999, the Longchamp Le Pliage Tote in Navy. Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a different size. You would keep the one you already have with our compliments, and there is nothing to send back. That way you will get the perfect fit.
Just let me know which size you would like instead and I will get that sorted for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing return request (RULE sizing-return-free-replacement-first, STEP 1) offering a free replacement, kept for human review because the customer reports multiple unanswered prior emails needing an apology/tone judgment call.
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Full thread
Hi how can i return this bag as its the wrong size from what i wanted
On Wed, 22 Jul 2026 at 22:52, MARLOW LONDON <support@marlow-london.com>
wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AACXIxh1wWXelQ1QhxQ__U1ZHNQz49wqElBHC4Ymzc3P4Kmy7SK-I_aV295qJ1T0aXk9poHz2R598OjXRKavLYqkvdvyygyTKRhCLv9oVQmAng0nkiJZlem8zeplTYAO7b1mZdbMam5ya276_qfEwBux_gB-KtiyMX_zdW4Zw_cvDsyPEOC3eDTye7BO6Ko5WkXayTo-opjvONXofyXRHDW5azFnHMfcodY5obOLdbC-afMVYvmSVuoAMBvAglEXC0jUJXMeU0VKcnD71r_KAj1pdVbIT7HmxtXkWbxDn0ZScRWG62-uKq6C3a6lOCHvRThLAzgGWRdlO1a95NilUOl8nQ==>
>
>
>
> Order confirmed
> Thank you, Fiona
>
> We're preparing your order with care. You'll get a shipping update as soon
> as it's on its way.
>
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order.
> Shop now
> <https://marlow-london.com/_t/c/v3/AAC6rZ-G8xXaXtVtQ0Vmr7yc8ilGYQoqJsyiadTAXJWbUTWHnNASqzlPFkOUqfYBkLgWi7wX4xj2USOWf2AkSyuEnV4y6lz6xcP20BIR2DMQAcGqyYvFwKRS6pewhiT_SuuW6mr5mtJgm9a13gFz9ozXWyRInigiOJv-R2UlvGhghfjHhYZ8vgn8P2W1EnrGU37TVBs5uT0HP1GRy1N_RrUS5K3xOL2wr9O_0nYZijKEYpdhcYPc3Qu6Arj_Fd1Xy1fN7KDWxpftMg8YLxSo_tQ4eD5rSeEOxwbgmOUr-AWMOuv5IlyRf8ilqbT_DX1Schf1h1dgbyVn7ddpvODOZ_GYL7c=>
>
> Order number
>
> #2999
>
> Order summary
> LONGCHAMP LE PLIAGE TOTE - NAVY
> Qty 1 £54.95
> Subtotal £54.95
> Shipping £0.00
> Total £54.95
>
> Shipping to
>
> FIONA MCMENAMY
> 64 Carrigart Avenue
> <https://www.google.com/maps/search/64+Carrigart+Avenue+BT11+9PX+Belfast+United+Kingdom?entry=gmail&source=g>
> BT11 9PX Belfast
> <https://www.google.com/maps/search/64+Carrigart+Avenue+BT11+9PX+Belfast+United+Kingdom?entry=gmail&source=g>
> United Kingdom
> <https://www.google.com/maps/search/64+Carrigart+Avenue+BT11+9PX+Belfast+United+Kingdom?entry=gmail&source=g>
>
> Payment
>
> View order
> <https://marlow-london.com/_t/c/v3/AACYIrZ_BKmY42WuEk4UtGeKsrqaRGnwjgmZvAvb6gtbIo_LtsOxnJBT7osNP6yWyTgZCpe5ArBhOTWrtDTNtuynwUTVWgBzZ8DuFRyHBrmVEfaGQaayxoT5M_sTqdn752F2W0tidMgFb8AFJwq2IfF9qQaho1dlIfajncuJS3Geja4Ann2KpCLRU10yj7KYDhzFKTa5WwD13R73TVYceSJXEATboKFR52TmuLIZHB4sFEVRC4LFYRT1ijCGMCrkoqrmO4qgYDvFvr8ijuyBP2cx88YAPXTLt3lGuDKnDTx2UvSTy84x4Q_pHh3AUR23taWnBvzdWf4xFC9GPOpHjE-GWx9ag7ThFB4Btsp8UWkFJvUgXH_qukaA0TVb7-bEVhqCQqFllCTbHD_lVJopm5fXv1ISpDYeOz-3VaGimdXkScN5ak7xn2AaWC9Tlc55jhRwYwp1HhOh8HrnD5gm9i38lIMeHDDxQBgmuNnpvuEwdeBoES5sm0XJ5JbKDsTHjDFt4M9Hj1gkNMNvt2A2THofSx2cOu98fHTSbpx-EimuSfpKds76xH4ktPxxFOYd5xbue_BiRAu5Cdr6sNoNa-RT4DFlm4aQHkZ5lQ9GNM66P-5503Id_Bv4tEYpQCP7omZ1tKsU0bEEMU0orTqaJ3J9BS_nOOkQjwcxGYcJmkeVJ_MSa1otlXPQRccb6JjlJMW0rcTwRo00r2PBCcIuAYbjfSmnr4gIxRYbWTCoT8uCtyYPuwMxxwZe_EPwHcBadZy8Ik2y6JxPenf8_8DJmZbvPqygLvhf6XPmNlSjZbN85AoiLIcV1pXOBFqs9l8v9HSbMiocrpJsWlLUhugpnWNcYAvE0-2axkFQC9w_AvAVJFGeHv5txTC4zjXDpNl8VNZKyi_apSypgRFVo0DZloAMOTcuMk0VTZsTmyKycuQgzPR5WgzCCKInZ65W7dXZYQ9BDxliRh3tCqlk1H16gvA296fY0ECqTAy7v03DCNAlMoP5_arndRiyGXSIAp27waePcOF2XoNXEE4x8y6Qfr2-PgoSVB1TjIF1NHeQXQWVRqhyU1D5yLUUdoSOXfRAyqIbIQD-tAooWk5Vu_VZWlZVLShvgTNHLuvW-kXJWSNZiu1E3A2WEKaK8ZDlbZ9GE43ix1hFdkQ1zSKXENwFzSPOLY_nsYQlsIifyWVBGw7eYc8snxRYImMW-MkpJ6_hqOXwsGEl9-Zbq7r_zVgMppOwtCvWImn7J0_7hHMBTfBtxjN7RzwZ17cO7LmSVpn-GScpOv2vH9e2jY40MjX1_caA3U6ki5fgJVtKhAf0my_Qn_EkikgTDSD4tadkWeQlYKQB69-oWYN-HXYlLl6j4DRKjB4gTxD_yV-0BssGQNY4CH9UWrA5qDOaoAQN-vSLJ3HIniMWQ9Sa1mPn105kQMTbtV82L09spdO5toiiTgpkGaDCtBdN8FV-iAvVSz383zQycHyJWXDQENQJ1VX8J9WZvYSWHWg8jlei207o7CzPQ3eY5N-VDzN8ObzIt4H-kk4_7VXYZNFMzjZn1pdzuKhmqbF3q5XKju4=>
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64 Carrigart Ave, Belfast BT11 9PX
Dear sirs
Can i return this item as i ordered the wrong size
You received a new message from your online store's contact form.
Country Code:
GB
Name:
FIONA MCMENAMY
Email:
fiona.mcmenamy@gmail.com
Body:
Order No. 2999
Can i return this order as i ordered the wrong size, as theres no
return slip
Fiona McMenamy
Dear sirs
I refer to my previous emails to which no-one is replying
Please advise me how i can return this bag to you .
Fiona McMenamy
64 Carrigart Avenue
Belfast
N.Ireland. BT11 9PX