Case #1353 — Marlow London
tuuj@hotmail.co.uk · order 3771 · state imported · label none yet · rung 0
Facts
New customer message on 8 August 2026 at 20:18
open
not set
2026-08-08 19:20:12
—
2026-08-14 19:30:08
Engine shadow decision
| id | 623 |
|---|---|
| thread_key | <E1020004-18C9EA9D8E922FE1-F4817E64@shopify.com> |
| store_id | marlow |
| message_id | 5426 |
| case_id | 1353 |
| 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 | 3715 |
| 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 21:33:09 |
Latest draft
from decision #3386 · action=reply · 2026-08-08 19:20:33 · dry-run
Hi Mert,
Thank you for reaching out so quickly, and please don't worry, this is an easy one to sort.
I can see your order 3771 has not shipped yet, so there is still time to stop it. I am checking on our end right now whether we can cancel it before it goes any further, and I will come back to you the moment I know. If we are able to stop it, your full refund will be processed right away.
Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer asked to cancel an unfulfilled order (wrong size) immediately after placing it; sent the locked cancel-hold holding note and attached the order_change action so it is actioned directly (no supplier post needed since it's unfulfilled).
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Mert Akdeniz
Email:
tuuj@hotmail.co.uk
Body:
Dear Sir/Madam,
I have just ordered the 'LongChamp Le Piliage Tote Bag (Large)
but would like to immediately cancel my order as I have ordered
the wrong size. I would be bery grateful if you can help and I am
sorry for the inconvenience caused.
Best regards,
Mert Akdeniz
Hi Mert,
Thank you for reaching out so quickly, and please don't worry, this is an easy one to sort.
I can see your order 3771 has not shipped yet, so there is still time to stop it. I am checking on our end right now whether we can cancel it before it goes any further, and I will come back to you the moment I know. If we are able to stop it, your full refund will be processed right away.
Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear sir/madam,
I sent a message using the firm in your website asking for my order to be cancelled, but today I received an email saying the ‘label is ready’.
Can you please cancel my order?
Many thanks,
Mert Akdeniz