Case #1360 — Marlow London

blanchesurman@icloud.com · order 2532 · state imported · label none yet · rung 0

Facts

Subject

Your order #2532 has been delivered! 🥳

Thread status

open

SLA due

not set

Opened

2026-08-08 21:04:49

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	506
thread_key	<8401BF81-EC36-4D1B-8C42-19056C10DC39@icloud.com>
store_id	marlow
message_id	5256
case_id	1360
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 Blanche, Thanks for reaching out about order 1863. I can see this is the same Honoria tankini set as your other order, and I am sorry to hear this one has not fitted properly either. Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a different size. You would keep the one you already have with our compliments, and there is nothing t
agreed	0
latency_ms	3962
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 21:24:28

Latest draft

from decision #3396 · action=reply · 2026-08-08 21:08:31 · dry-run

Hi Blanche, Thanks for reaching out about order 1863. I can see this is the same Honoria tankini set as your other order, and I am sorry to hear this one has not fitted properly either. Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a different size. You would keep the one you already have with our compliments, and there is nothing to send back. That way you will get the perfect fit. Could you let me know what size you would like instead? And just to check, is this the same sizing issue you mentioned for order 2532, or something different with this one? Warm regards, Anna Customer Care Team Marlow London

Reasoning: Second order of the same product from a customer who already cited a fit problem on the sibling order; offering the locked free-replacement-first sizing remedy while confirming the reason applies here too, so holding for human review rather than auto-sending given the inference involved.

Compose / edit reply

Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.

Escalate to a human

Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.

Raise a supplier request

Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.

Money action — admin only

Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.

Actions on this thread

No pending/executed actions for this thread.

Case events

No case events logged yet.

Full thread

in blanchesurman@icloud.com → support@marlow-london.com customer 2026-08-08 21:04:49

Hi, Please supply details for return of this item. The top items just don’t fit correctly, very disappointing. Blanche Sent from my iPhone Begin forwarded message: From: Marlow-London <support@marlow-london.com> Date: 6 August 2026 at 00:15:21 BST To: Blanche Surman <blanchesurman@icloud.com> Subject: Your order #2532 has been delivered! 🥳 96 We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ Dear Blanche, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team Shop with 25% discount You may also like: LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now KERENZA | ELEGANT COMFORT-FIT SWIMSUIT € 39,95 € 135,00 Shop now Mini Leather Longchamp Bag € 54,95 € 150,00 Shop now Evelyn | Everyday Comfort Mesh Sandals € 39,95 € 105,00 Shop now Homepage Track your order Contact © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe .

in blanchesurman@icloud.com → support@marlow-london.com customer 2026-08-08 21:07:02

Hi, Please send details of how to return this order. Many thanks. Blanche Sent from my iPhone Begin forwarded message: From: Marlow-London <support@marlow-london.com> Date: 28 July 2026 at 15:58:16 BST To: Blanche Surman <blanchesurman@icloud.com> Subject: Your order #1863 has been delivered! 🥳 96 We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ Dear Blanche, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team Shop with 25% discount You may also like: LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now KERENZA | ELEGANT COMFORT-FIT SWIMSUIT € 39,95 € 135,00 Shop now Mini Leather Longchamp Bag € 54,95 € 150,00 Shop now Evelyn | Everyday Comfort Mesh Sandals € 39,95 € 105,00 Shop now Homepage Track your order Contact © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe .