Case #1357 — Marlow London
leannematthew1@icloud.com · order — · state imported · label none yet · rung 0
Facts
Parcel
open
not set
2026-08-08 20:45:33
—
2026-08-14 19:30:08
Engine shadow decision
| id | 677 |
|---|---|
| thread_key | <AD52C686-9A0A-40F8-90B0-AD36C78CD72F@icloud.com> |
| store_id | marlow |
| message_id | 5487 |
| case_id | 1357 |
| 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 Leanne, Thank you for letting me know, and please don't apologise, it's never any bother at all. I'm so glad to hear the parcel has arrived safely. If anything else comes up, just let me know. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 3999 |
| 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 21:37:05 |
Latest draft
from decision #3564 · action=reply · 2026-08-10 20:47:16 · dry-run
Hi Leanne,
Thank you for letting me know, and please don't apologise, it's never any bother at all.
I'm so glad to hear the parcel has arrived safely.
If anything else comes up, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer confirms her parcel was delivered and apologises for bothering us; a brief warm acknowledgement is all that's needed, nothing left to action.
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Full thread
Good evening
I ordered a bag on 24th July for my daughter. I’m
Just wondering when this will arrive ?
Thanks
Leanne Matthew
Sent from my iPhone
Hi Leanne,
Thank you for reaching out, and sorry to leave you wondering about this.
I've had a look on our end for an order placed around the 24th of July, but I couldn't find one showing under this email address. Would you mind letting me know if you may have checked out using a different email address? As soon as I have that, I can look into it properly and get you a real update on where things stand.
Thanks so much for your patience, and I'm sorry for the back and forth.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi.
Yeah sorry I should have said the email.
It’s either leannematthew26@gmail.com or Leanne-babyjohn@hotmail.com
Thank you
Leanne
Sent from my iPhone
> On 9 Aug 2026, at 23:11, support@marlow-london.com wrote:
>
> Hi Leanne,
>
> Thank you for reaching out, and sorry to leave you wondering about this.
>
> I've had a look on our end for an order placed around the 24th of July, but I couldn't find one showing under this email address. Would you mind letting me know if you may have checked out using a different email address? As soon as I have that, I can look into it properly and get you a real update on where things stand.
>
> Thanks so much for your patience, and I'm sorry for the back and forth.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Good evening
My parcel was delivered this afternoon .
Sorry to have bothered you.
Leanne
Sent from my iPhone
> On 10 Aug 2026, at 16:21, Leanne Matthew <leannematthew1@icloud.com> wrote:
>
> Hi.
>
> Yeah sorry I should have said the email.
> It’s either leannematthew26@gmail.com or Leanne-babyjohn@hotmail.com
>
> Thank you
> Leanne
> Sent from my iPhone
>
>> On 9 Aug 2026, at 23:11, support@marlow-london.com wrote:
>>
>> Hi Leanne,
>>
>> Thank you for reaching out, and sorry to leave you wondering about this.
>>
>> I've had a look on our end for an order placed around the 24th of July, but I couldn't find one showing under this email address. Would you mind letting me know if you may have checked out using a different email address? As soon as I have that, I can look into it properly and get you a real update on where things stand.
>>
>> Thanks so much for your patience, and I'm sorry for the back and forth.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London