Case #1405 — Marlow London

davidpoynter@hotmail.co.uk · order 3516 · state imported · label none yet · rung 0

Facts

Subject

Order #3516

Thread status

open

SLA due

not set

Opened

2026-08-10 17:46:03

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	666
thread_key	<GV2P192MB2782928A0CE74A388C2A293287DE2@GV2P192MB2782.EURP192.PROD.OUTLOOK.COM>
store_id	marlow
message_id	5476
case_id	1405
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 David, Thank you for reaching out, and I'm sorry to hear the item hasn't matched what you were expecting. I've had a look and your order has already been dispatched and is on its way to you, so I'm not able to stop or recall it at this stage, I do apologise for that. Rather than the hassle of sending it back to us, I would like to offer you a 30% cashback on your original
agreed	0
latency_ms	3875
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 21:36:18

Latest draft

from decision #3552 · action=reply · 2026-08-10 17:46:52 · dry-run

Hi David, Thank you for reaching out, and I'm sorry to hear the item hasn't matched what you were expecting. I've had a look and your order has already been dispatched and is on its way to you, so I'm not able to stop or recall it at this stage, I do apologise for that. Rather than the hassle of sending it back to us, I would like to offer you a 30% cashback on your original purchase, and you would simply keep the item, nothing to return at all. Would that work for you? If you don't mind sharing a little more about what didn't match the description, that would really help us look into it, though there's no obligation at all, just let me know either way and I will get this sorted for you. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Order is fulfilled and in transit (past 'information received'), so per pre-delivery-refund-request-defeats-the-ladder this cannot be halted; opening at the 30% keep-it offer without previewing the full refund rung.

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Full thread

in davidpoynter@hotmail.co.uk → support@marlow-london.com customer 2026-08-10 17:46:03

Good afternoon Can I please initiate a return for the above order? The item is nothing like what was advertised on your page Thanks David Sent from Outlook for Android<https://aka.ms/AAb9ysg>