Case #1408 — Marlow London
mandthall190@yahoo.co.uk · order — · state imported · label none yet · rung 0
Facts
New customer message on 10 August 2026 at 20:42
open
not set
2026-08-10 19:44:02
—
2026-08-14 19:30:08
Engine shadow decision
| id | 674 |
|---|---|
| thread_key | <E1020004-18CA892100FB5E2A-F5318A58@shopify.com> |
| store_id | marlow |
| message_id | 5484 |
| case_id | 1408 |
| 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 Mandy, I am so sorry, this is not okay, you should never have had to email four times without a response, and I want to put that right immediately. I've found your order under your name, order #3004, which shows as delivered, just let me know if that is not the right one. Please let me know the reason you would like a refund so I can look at the best way to help you straight away. Warm |
| agreed | 0 |
| latency_ms | 3667 |
| 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 21:36:52 |
Latest draft
from decision #3561 · action=reply · 2026-08-10 19:46:52 · dry-run
Hi Mandy,
I am so sorry, this is not okay, you should never have had to email four times without a response, and I want to put that right immediately.
I've found your order under your name, order #3004, which shows as delivered, just let me know if that is not the right one. Please let me know the reason you would like a refund so I can look at the best way to help you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Bare refund request plus a complaint about 4 unanswered emails on a delivered order — apologise, cite the order found by name match, and ask for the reason without previewing remedies; not a clean auto-send case so routed to human review.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Mandy Hall
Email:
mandthall190@yahoo.co.uk
Body:
Hi can you please respond to my request for refund I have
sent 4 rmails