Case #1385 — Marlow London
tiadenton1@gmail.com · order 2996 · state imported · label none yet · rung 0
Facts
New customer message on 10 August 2026 at 08:55
open
not set
2026-08-10 07:56:43
—
2026-08-14 19:30:08
Engine shadow decision
| id | 590 |
|---|---|
| thread_key | <E1020004-18CA628CDA8B8B51-097B2D09@shopify.com> |
| store_id | marlow |
| message_id | 5384 |
| case_id | 1385 |
| 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 Tia, Thank you for reaching out, and I am so sorry to hear this. I can see your order #2996, and I am really sorry both for the wait to get to you and that the bag which arrived is not right. I want to get this sorted for you properly. Could you send me a quick photo of the bag you received, showing the handle and the colour? That way I can see exactly what has gone wrong and make sure we sen |
| agreed | 0 |
| latency_ms | 3903 |
| 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 21:30:40 |
Latest draft
from decision #3478 · action=reply · 2026-08-10 07:58:56 · dry-run
Hi Tia,
Thank you for reaching out, and I am so sorry to hear this. I can see your order #2996, and I am really sorry both for the wait to get to you and that the bag which arrived is not right.
I want to get this sorted for you properly. Could you send me a quick photo of the bag you received, showing the handle and the colour? That way I can see exactly what has gone wrong and make sure we send you the correct one this time.
I will get this looked into as soon as I hear back from you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Wrong item/colour received on a fulfilled order with no photo yet, so this is the wrong_item_intake stage: verify the order, ask for a photo, promise nothing.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Tia
Email:
tiadenton1@gmail.com
Body:
Hello, I ordered a bag from you guys. Not only did it
take over 3 weeks to arrive, the bag that I ordered is not the
bag that I received. The handle length compared to the display
photo is completely off, in addition to the colour being
completely different. The colour I received was a grey not a
brown.