Case #1382 — Marlow London
miniyoo1009@gmail.com · order 3545 · state imported · label none yet · rung 0
Facts
New customer message on 9 August 2026 at 22:07
open
not set
2026-08-09 21:07:55
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1013 |
|---|---|
| thread_key | <E1020004-18CA3F230EFFA481-8F167A45@shopify.com> |
| store_id | marlow |
| message_id | 5855 |
| case_id | 1382 |
| 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 | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 4060 |
| 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 22:01:59 |
Latest draft
from decision #3563 · action=reply · 2026-08-10 20:07:16 · dry-run
Hi Sunja,
Thanks for reaching out, and sorry to hear the bag felt smaller than you were expecting once it arrived.
Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a larger 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.
Which size would you like instead?
If you would rather not exchange, just let me know and I can look at other options too.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit return request (bag too small) - applying RULE sizing-return-free-replacement-first STEP 1: free replacement offer, keep the item, no refund mentioned, no code needed.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Sunja Yoo
Email:
miniyoo1009@gmail.com
Body:
I would like to have a refund ticket please
Thank you
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
It is #3545.
The bag is too small for me sorry
On Sun, 9 Aug 2026 at 22:08, <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
>
Hello
Hope you are well.
I would like to return my order please.
The bag is too smaller than I thought.
The order number is 3545
Thank you for your help
Warm regards
Sunja Yoo
Hello
I’ve already requested 2 times for return label by email to you.
But you didn’t replied.
This is last time I am asking you please send me.
My name is Sunja Yoo. My order number is # 3545.
The reason returning is the bag is too smaller than I thought.
Thank you.
Regards
Sunja Yoo
*Subject:* Refund Request - Defective Item - Order/Receipt #[3545}
Dear Customer Service Team,
I am writing to request a full refund for a Longchamp bag I purchased
recently on [28 July]
Upon inspecting and attempting to use the bag, I found multiple quality and
manufacturing defects:
- The snap button is extremely hard to open and close properly.
- The interior and exterior stitching is unfinished and fraying in
several places.
- The material and leather quality do not meet the standard of a genuine
Longchamp product.
Given that the item is defective and not of acceptable quality, I would
like to return it for a full refund to my original payment method. I have
attached clear photos of the defects along.
Thank you.
[INTERNAL — 3 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CABAcXhgEb_WdyOTGT_GpPnx0Bwj-NE1BkezsMG1F2sCJdECp0Q_mail.gmail.com/0-IMG_9180.HEIC, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CABAcXhgEb_WdyOTGT_GpPnx0Bwj-NE1BkezsMG1F2sCJdECp0Q_mail.gmail.com/1-IMG_9179.heic, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CABAcXhgEb_WdyOTGT_GpPnx0Bwj-NE1BkezsMG1F2sCJdECp0Q_mail.gmail.com/2-IMG_9178.heic — NEVER reveal these file paths or mention reading a file to the customer.]