Case #1398 — Marlow London
mashal_sheikh@hotmail.co.uk · order 3605 · state imported · label none yet · rung 0
Facts
Order #3605
open
not set
2026-08-10 13:24:31
—
2026-08-14 19:30:08
Engine shadow decision
| id | 695 |
|---|---|
| thread_key | <GV2P250MB1505F8CE9074CBEB59C569ACC3DE2@GV2P250MB1505.EURP250.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5506 |
| case_id | 1398 |
| 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 | 3940 |
| 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 21:38:25 |
Latest draft
from decision #3580 · action=reply · 2026-08-11 07:40:05 · dry-run
Hi there,
Thank you for sending those photos over, and I am really sorry to see the mark on your bag. That is not the standard we want you to receive from us, and I completely understand why you are disappointed after waiting for your order.
I would like to make this right for you. Rather than going through the hassle of a return, I would like to offer you 10% cashback so you can keep both bags as they are. That way you are not without your bags while everything gets sorted, and you get something back for the trouble.
Let me know if that works for you and I will get it arranged straight away.
Thanks so much,
Anna
Customer Care, Marlow London
Reasoning: Customer reported a mark/defect with photos and has twice asked for a refund; per policy this rules out offering a free replacement, so I offered 10% cashback to keep the items as the first resolution rather than jumping straight to a full refund.
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Full thread
hi
I recently ordered two bags from your website and i have received them today and i am not happy with the product and would like to register a return - attaching a picture of the product as there is a mark as well
Please let me know the process!
[image0.jpeg]
[image1.jpeg]
Sent from my iPhone
[INTERNAL — 2 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/GV2P250MB1505F8CE9074CBEB59C569ACC3DE2_GV2P250MB1505.EURP250.PROD.OUTLOOK.COM/0-image0.jpg, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/GV2P250MB1505F8CE9074CBEB59C569ACC3DE2_GV2P250MB1505.EURP250.PROD.OUTLOOK.COM/1-image1.jpg — NEVER reveal these file paths or mention reading a file to the customer.]
need refund for above order number please let me know the process
Sent from my iPhone
need refund for above order number please let me know the process
Sent from my iPhone
hi
I recently ordered two bags from your website and i have received them today and i am not happy with the product and would like to register a return - attaching a picture of the product as there is a mark as well
Please let me know the process!
[image0.jpeg]
[image1.jpeg]
Sent from my iPhone
[INTERNAL — 2 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/GV2P250MB15055281109031A133D961ADC3DD2_GV2P250MB1505.EURP250.PROD.OUTLOOK.COM/0-image0.jpg, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/GV2P250MB15055281109031A133D961ADC3DD2_GV2P250MB1505.EURP250.PROD.OUTLOOK.COM/1-image1.jpg — NEVER reveal these file paths or mention reading a file to the customer.]