Case #1373 — Marlow London
kirsty7zahara@gmail.com · order 2975 · state imported · label none yet · rung 0
Facts
New customer message on 9 August 2026 at 15:29
open
not set
2026-08-09 14:30:33
—
2026-08-14 19:30:08
Engine shadow decision
| id | 549 |
|---|---|
| thread_key | <E1020004-18CA2977CD0CFEA6-3777ACDA@shopify.com> |
| store_id | marlow |
| message_id | 5305 |
| case_id | 1373 |
| 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 Kirsty, Thank you for explaining a bit more about what happened. I am sorry to hear the length and fit were not quite right, and that the fabric was not what you were expecting either. I have gone ahead and looked at order 2975, which I matched from your details, just let me know if that is not the right one. Rather than asking you to go to the trouble of posting it back, I would love to sen |
| agreed | 0 |
| latency_ms | 4446 |
| 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 21:27:39 |
Latest draft
from decision #3438 · action=reply · 2026-08-09 14:35:22 · dry-run
Hi Kirsty,
Thank you for explaining a bit more about what happened. I am sorry to hear the length and fit were not quite right, and that the fabric was not what you were expecting either.
I have gone ahead and looked at order 2975, which I matched from your details, just let me know if that is not the right one.
Rather than asking you to go to the trouble of posting it back, I would love to send you a free replacement in a different size instead. You would keep the one you already have, completely free, with nothing to send back. Would that work for you, and if so, which size would you like?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: No-fault return request with mixed fit/fabric/price reasons; opening with Rung 1 of the current ladder (free replacement) rather than refund, per NO RETURNS DOCTRINE and the operator-canonical-four-rung-ladder.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Kirsty Garwood
Email:
kirsty7zahara@gmail.com
Body:
How do I return my order which I only received 2 days
ago. Took a while to deliver. I found it was not as long as
pictured, overall too small and did not like fabric. Also
exactly same design was on Shein for a LOT cheaper. I want to
return and get refund please.
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Kirsty Garwood
Email:
kirsty7zahara@gmail.com
Body:
Hoe do I return my order which I received 2 days ago?