Case #1399 — Marlow London
sxu02ljm@hotmail.co.uk · order 2751 · state imported · label none yet · rung 0
Facts
New customer message on 10 August 2026 at 14:44
open
not set
2026-08-10 13:46:09
—
2026-08-14 19:30:08
Engine shadow decision
| id | 890 |
|---|---|
| thread_key | <E1020004-18CA75955F05FC19-C2364A73@shopify.com> |
| store_id | marlow |
| message_id | 5723 |
| case_id | 1399 |
| 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 | 3961 |
| 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 21:52:43 |
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Louise Thwaites
Email:
sxu02ljm@hotmail.co.uk
Body:
Hi All,
I ordered a long champ bag but on receiving it I’ve noticed the
handles are shorter than the handles on the bag I currently have
direct from the shop. Although still over the shoulder fit
they’re smaller so les convenient. This was a gift for my
daughter so the longer handles is preferred. Can you please
advise whether these are real or duplicates?
Is it possible to have it replaced with a black bag which has
longer handles? Alternatively am I able to return it?
Many Thanks
Louise
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Louise Thwaites
Email:
sxu02ljm@hotmail.co.uk
Body:
Hi the bag I have brought isn’t as advertised and I would
like to return it and get a refund. I have already emailed once
and haven’t received a reply. Please advise how I can return the
bag and get a refund thanks Louise