Case #1343 — Marlow London
lizabalexandra@gmail.com · order 3413 · state imported · label none yet · rung 0
Facts
New customer message on 8 August 2026 at 10:09
open
not set
2026-08-08 09:09:23
—
2026-08-14 19:30:08
Engine shadow decision
| id | 941 |
|---|---|
| thread_key | <E1020004-18C9C96111E0056A-EACA4C55@shopify.com> |
| store_id | marlow |
| message_id | 5776 |
| case_id | 1343 |
| 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 | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 4082 |
| 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 21:56:33 |
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Liza
Email:
lizabalexandra@gmail.com
Body:
Hello. I have just received order which is sold as
elegant linen blend jumpsuit. However this is 95% polyester 55%
spandex copy? Order 3413. Can you please explain if error else i
need refund? Thank you
Can i please start a return for item received today.
See attached order details.
Can you confirm what I need to do.
Liza Alexandra
[INTERNAL — 2 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CA_AY9DZ3STTxBbJEPirTiBOpk26m_ORiwuSk_7yFSFnbzCBiyw_mail.gmail.com/0-75911.jpg, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CA_AY9DZ3STTxBbJEPirTiBOpk26m_ORiwuSk_7yFSFnbzCBiyw_mail.gmail.com/1-75909.jpg — NEVER reveal these file paths or mention reading a file to the customer.]
Hi there
Can you please provide me with a return label as per previous email.
Many thanks
Liza Alexandra
On Sat, 8 Aug 2026, 15:27 Liza Alexandra, <lizabalexandra@gmail.com> wrote:
> Can i please start a return for item received today.
>
> See attached order details.
>
> Can you confirm what I need to do.
>
> Liza Alexandra
>
---------- Forwarded message ---------
From: Liza Alexandra <Liza.Alexandra@merseycare.nhs.uk>
Date: Thu, 13 Aug 2026, 15:13
Subject:
To: lizabalexandra <lizabalexandra@gmail.com>
*Liza B Alexandra *
Clinical Service Manager
North Vice Chair – National Association of Equipment Providers
Equipment & Wheelchair Services
Community Division
*Working Hours (Mon & Fri 8am-4pm) (Tues, Wed, Thurs 8am – 3.15pm)*
Email: *liza.alexandra@merseycare.nhs.uk* <liza.alexandra@merseycare.nhs.uk>
Website: *www.merseycare.nhs.uk* <http://www.merseycare.nhs.uk/>