Case #1333 — Marlow London
mjpbladerunnerltd@yahoo.com · order 2787 · state imported · label none yet · rung 0
Facts
#2787
open
not set
2026-08-07 19:42:48
—
2026-08-14 19:30:08
Engine shadow decision
| id | 985 |
|---|---|
| thread_key | <91517353-B415-4AFB-AE44-3ECE76EB318B@yahoo.com> |
| store_id | marlow |
| message_id | 5824 |
| case_id | 1333 |
| 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 Michelle, I am so sorry, I can see you have reached out several times now and this should never have gone unanswered for so long. That is completely on us, and I am really sorry for the frustration and silence. Please don't worry about opening a claim with your bank, there is genuinely no need for one. I am processing a full refund for you right now for order 2787, and there is nothing y |
| agreed | 0 |
| latency_ms | 3900 |
| 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 21:59:52 |
Latest draft
from decision #3869 · action=reply · 2026-08-14 06:34:44 · dry-run
Hi Michelle,
I am so sorry, I can see you have reached out several times now and this should never have gone unanswered for so long. That is completely on us, and I am really sorry for the frustration and silence.
Please don't worry about opening a claim with your bank, there is genuinely no need for one. I am processing a full refund for you right now for order 2787, and there is nothing you need to send back, please keep the sandals. The refund will be back with you within 3 to 5 business days.
Again, I am so sorry for the wait and for not getting back to you sooner.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing complaint with unaddressed bank-dispute threat across multiple unanswered follow-ups; issuing full refund per chargeback-threat override, customer keeps item, no return address given.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 100% of order #2787 = £46.95 (order total £46.95, already refunded £0.00, NET AVAILABLE £46.95) to the original payment method (shopi | 2026-08-14 06:34:45 |
| refund_percent | proposed | Refund 100% of order #2787 = £46.95 (order total £46.95, already refunded £0.00, NET AVAILABLE £46.95) to the original payment method (shopi | 2026-08-10 18:15:43 |
Case events
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Full thread
Hello, I received my order today but would like to request a return please.
Many thanks
Order number 2787
Mrs Michelle Oliver
27 Winston Road
Strood
Rochester
Kent ME2 2QR
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
Thank you Anna,
The order number is 2787 and the shoes are too tight due to the elastic strap at the back.
Thanks
Michelle.
Sent from my iPhone
> On 7 Aug 2026, at 20:43, 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
Morning,
Just wanted to check you received my email with the information you requested? How do I return my order?
Thank you
Michelle.
Sent from my iPhone
> On 7 Aug 2026, at 21:22, Michelle Oliver <mjpbladerunnerltd@yahoo.com> wrote:
>
> Thank you Anna,
>
> The order number is 2787 and the shoes are too tight due to the elastic strap at the back.
>
> Thanks
>
> Michelle.
>
>
> Sent from my iPhone
>
>> On 7 Aug 2026, at 20:43, 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
Evening,
Is anyone going to answer me as I’m about to start a claim via my bank if not. Just letting you know.
Thanks
Michelle.
Sent from my iPhone
> On 7 Aug 2026, at 21:22, Michelle Oliver <mjpbladerunnerltd@yahoo.com> wrote:
>
> Thank you Anna,
>
> The order number is 2787 and the shoes are too tight due to the elastic strap at the back.
>
> Thanks
>
> Michelle.
>
>
> Sent from my iPhone
>
>> On 7 Aug 2026, at 20:43, 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
Morning Anna,
I’ve still not received any return instructions for my order, where should I send the shoes?
Order number 2787
Many thanks
Michelle Oliver
27 Winston Road
Strood
Rochester
Kent ME22QR
Sent from my iPhone
> On 7 Aug 2026, at 20:43, 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
Morning Anna,
Just wanted to check you received my email with the information you requested? How do I return my order?
Thank you
Michelle.
Sent from my iPhone
> On 10 Aug 2026, at 06:14, Michelle Oliver <mjpbladerunnerltd@yahoo.com> wrote:
>
> Morning,
>
> Just wanted to check you received my email with the information you requested? How do I return my order?
>
> Thank you
>
> Michelle.