Case #1352 — Marlow London
angiew1607@icloud.com · order 2509 · state imported · label none yet · rung 0
Facts
Order No #2509
open
not set
2026-08-08 16:54:47
—
2026-08-14 19:30:08
Engine shadow decision
| id | 821 |
|---|---|
| thread_key | <94300CE0-0DE1-4856-9EFE-9BBA498129F1@icloud.com> |
| store_id | marlow |
| message_id | 5649 |
| case_id | 1352 |
| 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 | Hello Ange, Thank you for reaching out, and sorry to hear the sizing isn't quite right. 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'd keep the set you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit. Could you let me know which siz |
| agreed | 0 |
| latency_ms | 3897 |
| 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 21:47:40 |
Latest draft
from decision #3706 · action=reply · 2026-08-12 10:07:37 · dry-run
Hello Ange,
Thank you for reaching out, and sorry to hear the sizing isn't quite right.
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'd keep the set you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Could you let me know which size you'd like instead?
I also want to acknowledge what you mentioned about one of the items missing its inside label and sales tag. I don't want to guess at the cause, so I've noted it on your order for our internal quality review. It won't affect the replacement above in any way.
Looking forward to hearing which size suits you best.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer's stated return reason is sizing, so RULE sizing-return-free-replacement-first controls: offer a free replacement in the correct size only, no refund mention, no escape clause. The missing-label observation is a single unconfirmed quality complaint (below the 3-customer/60-day threshold), so it is acknowledged honestly and logged internally rather than escalated to the manufacturer or given an action_request.
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Full thread
Hello
I would like to return the order please.
Not entirely happy with the sizing.
One of the items doesn’t have a label on the inside and neither has any sort of sales label
Can you advise the return process please
Kind Regards
Ange Wallis
Sent from my iPhone
Hello
Please can you respond to the below?
Thanks
Ange
Sent from my iPhone
Begin forwarded message:
> From: Angie Wallis <angiew1607@icloud.com>
> Date: 8 August 2026 at 17:54:20 BST
> To: support@marlow-london.com
> Subject: Order No #2509
>
> Hello
>
> I would like to return the order please.
> Not entirely happy with the sizing.
>
> One of the items doesn’t have a label on the inside and neither has any sort of sales label
>
> Can you advise the return process please
>
> Kind Regards
>
> Ange Wallis
> Sent from my iPhone