Case #1379 — Marlow London
salma.bahadur84@hotmail.co.uk · order 3232 · state imported · label none yet · rung 0
Facts
Return
open
not set
2026-08-09 20:28:54
—
2026-08-14 19:30:08
Engine shadow decision
| id | 709 |
|---|---|
| thread_key | <AM0P194MB2926F1942C22957CB116A6A5ABDF2@AM0P194MB2926.EURP194.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5521 |
| case_id | 1379 |
| 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 Salma, Thank you for explaining, and I completely understand your concern. I want to be straightforward with you. Our Longchamp Le Pliage totes are not authorised Longchamp products, and we do not sell them as genuine Longchamp items, we are not an authorised Longchamp stockist. What we offer are bags in the same style, made by a manufacturer that also supplies other well known retailers, whi |
| agreed | 0 |
| latency_ms | 3779 |
| 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 21:39:27 |
Latest draft
from decision #3595 · action=reply · 2026-08-11 09:34:48 · dry-run
Hi Salma,
Thank you for explaining, and I completely understand your concern.
I want to be straightforward with you. Our Longchamp Le Pliage totes are not authorised Longchamp products, and we do not sell them as genuine Longchamp items, we are not an authorised Longchamp stockist. What we offer are bags in the same style, made by a manufacturer that also supplies other well known retailers, which is exactly why we are able to offer them at such a lower price than the branded original. The saving comes from cutting out the middlemen in the supply chain, not from the quality of the materials or the making of the bag.
I am sorry if that was not made clear enough to you before you placed your order.
Let me know if you have any other questions.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Authenticity complaint on order 3232 - answered the genuine-Longchamp question plainly per RULE answer-the-authenticity-question-straight, no statute cited, no remedy bundled, no escalation promised; waiting for her reply before running the four-rung return ladder.
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Full thread
Hi
I’d like to return my order number 3232
How do I do this please?
Sent from my iPhone
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Salma Bahadur
Email:
salma.bahadur84@hotmail.co.uk
Body:
I’d like to return my order 3232 please. How do I do
this?
It’s order #3232. I’d like to return because I believe the bags I ordered are fake so would like my money back.
Sent from my iPhone
> On 9 Aug 2026, at 21:29, support@marlow-london.com wrote:
>
> Hi there,
>
> Thanks for reaching out, and sorry to hear you'd like to return your order.
>
> Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Please can you advise?
Sent from my iPhone
Begin forwarded message:
From: Salma Bahadur <salma.bahadur84@hotmail.co.uk>
Date: 9 August 2026 at 21:31:41 BST
To: support@marlow-london.com
Subject: Re: Return
It’s order #3232. I’d like to return because I believe the bags I ordered are fake so would like my money back.
Sent from my iPhone
On 9 Aug 2026, at 21:29, support@marlow-london.com wrote:
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London