Case #1359 — Marlow London
fayives@gmail.com · order 3650 · state imported · label none yet · rung 0
Facts
New customer message on 8 August 2026 at 22:00
open
not set
2026-08-08 21:00:50
—
2026-08-14 19:30:08
Engine shadow decision
| id | 852 |
|---|---|
| thread_key | <E1020004-18C9F0344F60E730-85B4F94B@shopify.com> |
| store_id | marlow |
| message_id | 5684 |
| case_id | 1359 |
| 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 Fay, Thank you for reaching out about order #3650, and I'm sorry the dress didn't fit as you'd hoped. 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 one you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit. Whic |
| agreed | 0 |
| latency_ms | 4018 |
| 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 21:49:56 |
Latest draft
from decision #3738 · action=reply · 2026-08-12 15:15:03 · dry-run
Hi Fay,
Thank you for reaching out about order #3650, and I'm sorry the dress didn't fit as you'd hoped.
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 one you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing-caused return/refund request (RULE sizing-return-free-replacement-first / Rung 1 of the canonical ladder) - offer free replacement first, no refund mention, held for human review since a refund was explicitly requested.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Fay Ives
Email:
fayives@gmail.com
Body:
Order no. #3650. Where is my dress ordered and paid for
on 1 August? Please send dress or recredit my account which you
have debited £44.95. No word from Royal Mail who are supposed to
be delivering it.
Fay Ives
Dear Madam
Please send details of how to return dress order no. #3650 .
Dress too big.
I wish to get a refund for £44.95 paid.
With thanks
Fay Ives
Sent from my iPad