Case #1329 — Marlow London
c.bingham957@btinternet.com · order 3519 · state imported · label none yet · rung 0
Facts
A shipment from order #3519 is on the way
open
not set
2026-08-07 15:10:35
—
2026-08-14 19:30:08
Engine shadow decision
| id | 836 |
|---|---|
| thread_key | <4ACA0250-1A9F-4B1C-81D2-9CAD5E3E8882@btinternet.com> |
| store_id | marlow |
| message_id | 5666 |
| case_id | 1329 |
| 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 Claire, I am so sorry for the frustration, and please don't feel you need to go to your bank about this, there really is no need. A bank claim can take a long time to resolve, whereas I can put this right for you directly and much faster. Both dresses being too big for you, even in a small, is completely understandable, and I'm sorry they didn't fit. I'm arranging a full r |
| agreed | 0 |
| latency_ms | 3785 |
| 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 21:48:46 |
Latest draft
from decision #3720 · action=reply · 2026-08-12 12:29:28 · dry-run
Hi Claire,
I am so sorry for the frustration, and please don't feel you need to go to your bank about this, there really is no need. A bank claim can take a long time to resolve, whereas I can put this right for you directly and much faster.
Both dresses being too big for you, even in a small, is completely understandable, and I'm sorry they didn't fit. I'm arranging a full refund to your original payment method for order 3519 right now, and you won't need to send anything back to us. This should land with you within 3 to 5 business days.
Thank you for your patience, and again, I'm sorry for the inconvenience.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer threatened a bank claim over a sizing return, which per the chargeback-override rules skips the sizing ladder and goes straight to a full refund with no counter-offer and no return required.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 100% of order #3519 = £84.92 (order total £84.92, already refunded £0.00, NET AVAILABLE £84.92) to the original payment method () for | 2026-08-12 12:29:28 |
Case events
No case events logged yet.
Full thread
Hi, Can you give me information about making a return please? Claire Bingham On 29 Jul 2026, at 10:40, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
Shipped
On its way, Claire
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
UL374382778YP
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
Poppy | Abstract One-Shoulder Maxi Dress - White / UK 8 (S) · White / UK 8 (S) · Qty 1
Poppy | Abstract One-Shoulder Maxi Dress - Pink / UK 8 (S) · Pink / UK 8 (S) · Qty 1
Order number
#3519
Shipping to
Claire Bingham LEEDS, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook
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
Hi Anna,
Yes - both dresses are way too big for me, even in size small!
I have only tried one of them on as they are both the same size just different colours.
I’d like a full refund to my original payment method please.
Many thanks
Claire Bingham
> On 7 Aug 2026, at 16:11, support@marlow-london.com wrote:
>
> 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
Order No #3519
Claire Bingham
> On 7 Aug 2026, at 16:15, Claire Bingham <c.bingham957@btinternet.com> wrote:
>
> Hi Anna,
>
> Yes - both dresses are way too big for me, even in size small!
> I have only tried one of them on as they are both the same size just different colours.
> I’d like a full refund to my original payment method please.
>
> Many thanks
> Claire Bingham
>
>
>
>> On 7 Aug 2026, at 16:11, support@marlow-london.com wrote:
>>
>> 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
Hi Anna,
Yes - both dresses are way too big for me, even in size small!
I have only tried one of them on as they are both the same size just different colours.
I’d like a full refund to my original payment method please.
Many thanks
Claire Bingham
> On 7 Aug 2026, at 16:15, Claire Bingham <c.bingham957@btinternet.com> wrote:
>
> Hi Anna,
>
> Yes - both dresses are way too big for me, even in size small!
> I have only tried one of them on as they are both the same size just different colours.
> I’d like a full refund to my original payment method please.
>
> Many thanks
> Claire Bingham
>
>
>
>> On 7 Aug 2026, at 16:11, support@marlow-london.com wrote:
>>
>> 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
This is a follow up email.
I would like to return my order as both dresses are far too big.
Please advise me how to proceed, otherwise I shall make a claim through my bank.
Many thanks
Claire Bingham