Case #1356 — Marlow London
sylvandale.ds@gmail.com · order 3772 · state imported · label none yet · rung 0
Facts
New customer message on 8 August 2026 at 20:58
open
not set
2026-08-08 19:58:58
—
2026-08-14 19:30:08
Engine shadow decision
| id | 501 |
|---|---|
| thread_key | <E1020004-18C9ECD21834AE65-E9B56491@shopify.com> |
| store_id | marlow |
| message_id | 5251 |
| case_id | 1356 |
| 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 Daniel, Thank you for reaching out, and I am sorry to hear that WELCOME10 did not come off at checkout even though it showed before you paid. I can see your order 3772 with us. I am looking into this with our team to find out why the discount did not apply, and if it should have taken 10 percent off, we will refund you that difference. I will confirm with you directly once I have checked thi |
| agreed | 0 |
| latency_ms | 3822 |
| 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 21:24:07 |
Latest draft
from decision #3391 · action=reply · 2026-08-08 20:00:46 · dry-run
Hi Daniel,
Thank you for reaching out, and I am sorry to hear that WELCOME10 did not come off at checkout even though it showed before you paid.
I can see your order 3772 with us. I am looking into this with our team to find out why the discount did not apply, and if it should have taken 10 percent off, we will refund you that difference.
I will confirm with you directly once I have checked this.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Discount code failed to apply at checkout on an unconfirmed-total order, so this is escalated for verification and a refund of the difference rather than auto-resolved.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Daniel Sullivan
Email:
sylvandale.ds@gmail.com
Body:
Hi i applied the welcome10 at check out which was shown
before i paid... but once paid the full amount came out? Could
you explain this please.. thanks