Case #1372 — Marlow London

nazandal@btinternet.com · order 2420 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 9 August 2026 at 13:42

Thread status

open

SLA due

not set

Opened

2026-08-09 12:43:13

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	582
thread_key	<E1020004-18CA23988EF9AB97-C4549B8D@shopify.com>
store_id	marlow
message_id	5374
case_id	1372
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 Kim, Thank you for letting me know, I'm so glad to hear your swimwear has arrived safely! If you have any trouble with the fit or anything else, just let us know and we'll be happy to help. Warm regards, Anna Customer Care Team Marlow London
agreed	0
latency_ms	4169
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 21:30:04

Latest draft

from decision #3470 · action=reply · 2026-08-10 06:06:28 · dry-run

Hi Kim, Thank you for letting me know, I'm so glad to hear your swimwear has arrived safely! If you have any trouble with the fit or anything else, just let us know and we'll be happy to help. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Customer is simply confirming delivery with thanks, no question or action needed.

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Full thread

in nazandal@btinternet.com → support@marlow-london.com customer 2026-08-09 12:43:13

You received a new message from your online store's contact form. Country Code: GB Name: Kim Sagar Email: nazandal@btinternet.com Body: I placed an order for 2 swimwear pieces on 16.07.26. I paid using my HSBC visa credit card the sum of £67.97. My address is 45 Armroyd Lane, Elsecar, Barnsley, S74 8ET, England. Unfortunately I do not have an order number to quote you but I have still not received my goods. Please can you advise what the current status of my order is at.

out support@marlow-london.com → nazandal@btinternet.com tool 2026-08-09 22:21:45

Hi Kim, Thank you for reaching out, and I'm sorry to hear you haven't received your order yet. I searched using your details and I believe I've found it: order #2420, placed on 16 July for your two swimwear pieces. Just let me know if that isn't the right one. Good news, your order is out for delivery. Because of the higher order volume from our current sale, shipping times have been a little longer than usual, and we really appreciate your patience. In your case we estimate the package to arrive within about 1 to 4 days. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002990127641CN We're sorry for the inconvenience this has caused. Warm regards, Anna Customer Care Team Marlow London

in nazandal@btinternet.com → support@marlow-london.com customer 2026-08-10 06:06:19

Thank you for your response. I received my order yesterday afternoon! Best wishes Kim > On 9 Aug 2026, at 23:21, support@marlow-london.com wrote: > > Hi Kim, > > Thank you for reaching out, and I'm sorry to hear you haven't received your order yet. > > I searched using your details and I believe I've found it: order #2420, placed on 16 July for your two swimwear pieces. Just let me know if that isn't the right one. > > Good news, your order is out for delivery. Because of the higher order volume from our current sale, shipping times have been a little longer than usual, and we really appreciate your patience. In your case we estimate the package to arrive within about 1 to 4 days. > > You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002990127641CN > > We're sorry for the inconvenience this has caused. > > Warm regards, > Anna > Customer Care Team > Marlow London

out support@marlow-london.com → nazandal@btinternet.com tool 2026-08-10 13:29:28