Case #1403 — Marlow London
nickieblower@hotmail.co.uk · order 3478 · state imported · label none yet · rung 0
Facts
New customer message on 10 August 2026 at 18:05
open
not set
2026-08-10 17:07:52
—
2026-08-14 19:30:08
Engine shadow decision
| id | 663 |
|---|---|
| thread_key | <E1020004-18CA808F0A2FE9C4-F779BCC7@shopify.com> |
| store_id | marlow |
| message_id | 5473 |
| case_id | 1403 |
| 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 Nickie, I am so sorry, and please don't worry, there is genuinely no need to report this as fraud through your bank. A dispute like that can take a long time to go through, and I want to get this sorted for you much faster than that. I have found your order, #3478, placed on 28 July, and I can confirm it is a genuine order that we did receive and process. I'm sorry the confirmation |
| agreed | 0 |
| latency_ms | 3713 |
| 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 21:36:05 |
Latest draft
from decision #3550 · action=reply · 2026-08-10 17:09:33 · dry-run
Hi Nickie,
I am so sorry, and please don't worry, there is genuinely no need to report this as fraud through your bank. A dispute like that can take a long time to go through, and I want to get this sorted for you much faster than that.
I have found your order, #3478, placed on 28 July, and I can confirm it is a genuine order that we did receive and process. I'm sorry the confirmation email never reached you, that should never have happened. Your order was despatched and is currently in transit, and from where it is now I would expect it within the next 7 to 12 days. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL368857109YP
That said, I completely understand why the missing confirmation has worried you, and I don't want you to have to wait or chase this through your bank. I am putting through a full refund for you right now, there is nothing further you need to do, and it will be back with you within 3 to 5 business days. If your order does still arrive after this, please just keep it with our compliments, there is nothing to send back.
Again, I am so sorry for the worry this has caused you, and thank you for reaching out directly so we could put it right.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer threatened to report the charge as fraud/chargeback to her bank on a WISMO case; per RULE customer-threatening-a-dispute-gets-the-refund-and-a-stand-down-ask this needs an operator-executed full refund plus a stand-down reassurance, so it is drafted for human review rather than auto-sent.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 100% of order #3478 = £54.95 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method () for | 2026-08-10 17:09:33 |
Case events
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Nickie Blower
Email:
nickieblower@hotmail.co.uk
Body:
Hello I ordered a bag from you on the 28th July the funds
where taken from my account that same day. I have no confirmation
no bag. Please can you get in touch by tomorrow or this will be
reported as fraud through my bank. Thank you