Case #1414 — Marlow London
scav1988@hotmail.com · order 1649 · state imported · label none yet · rung 0
Facts
Return Request
open
not set
2026-08-11 10:25:16
—
2026-08-14 19:30:08
Engine shadow decision
| id | 721 |
|---|---|
| thread_key | <MI1P293MB06354525FF1F5440E8E88052C0DD2@MI1P293MB0635.ITAP293.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5537 |
| case_id | 1414 |
| 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 Fiona, Thanks so much for the details, and sorry the 2XL didn't work out sizing wise, I'm glad the XL fit well for you. Since you already have the correct size from this order, rather than have you go to the trouble of posting the 2XL back to us, I'd love to offer you one of these instead: I can send you a different item of your choice completely free, or apply a 10% cashback t |
| agreed | 0 |
| latency_ms | 4174 |
| 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 21:40:20 |
Latest draft
from decision #3607 · action=reply · 2026-08-11 10:53:47 · dry-run
Hi Fiona,
Thanks so much for the details, and sorry the 2XL didn't work out sizing wise, I'm glad the XL fit well for you.
Since you already have the correct size from this order, rather than have you go to the trouble of posting the 2XL back to us, I'd love to offer you one of these instead: I can send you a different item of your choice completely free, or apply a 10% cashback to your original payment method, and either way you keep the 2XL with our compliments, nothing to send back.
Just let me know which you would prefer and I will get it sorted for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit return, but she already has the correct size (XL) from the same order, so a same-size replacement (Rung 1) is redundant; offering Rung 2 of the four-rung ladder (different item free or 10% cashback, keep item) instead, no action attached since nothing accepted yet.
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Full thread
Hi
Please can I return the 2XL Honoria Swimsuit order. It is unopened in original packaging.
Order
#1649
Thanks
Fiona Haniak-Cockerham
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Order #1649
Return is that the bikini is too big - the XL fit so need to return the 2XL which was unopened.
Thanks
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, August 11, 2026 11:25:46 am
To: scav1988@hotmail.com <scav1988@hotmail.com>
Subject: Re: Return Request
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London