Case #1416 — Marlow London
martinarosemaughan1@gmail.com · order 3660 · state imported · label none yet · rung 0
Facts
open
not set
2026-08-11 11:11:21
—
2026-08-14 19:30:08
Engine shadow decision
| id | 723 |
|---|---|
| thread_key | <CAP-_3R7yuM-RpFQqQY-A0a+cPHvVhxCvG8_xa0ERroq+w9QA1A@mail.gmail.com> |
| store_id | marlow |
| message_id | 5539 |
| case_id | 1416 |
| 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 Martina, Thank you for reaching out, and I completely understand how important it is to have your daughter's bag ready before she goes back to school. I can see your order #3660 is on its way and currently in transit. Right now we're estimating around 7 to 12 days for it to arrive, so I want to be honest with you, if it falls toward the later end of that window it may not quite make |
| agreed | 0 |
| latency_ms | 4226 |
| 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 21:40:29 |
Latest draft
from decision #3609 · action=reply · 2026-08-11 11:11:47 · dry-run
Hi Martina,
Thank you for reaching out, and I completely understand how important it is to have your daughter's bag ready before she goes back to school.
I can see your order #3660 is on its way and currently in transit. Right now we're estimating around 7 to 12 days for it to arrive, so I want to be honest with you, if it falls toward the later end of that window it may not quite make it within this week. I'm sorry I can't guarantee an exact date, but we're doing everything we can to get it to you as quickly as possible.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL389344475YP
As an apology for the uncertainty around timing, here is a code for your next order with us: STORECREDIT15
If there's anything more I can do in the meantime, please don't hesitate to let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Fulfilled order with real tracking, customer only asking about arrival timing with a calm deadline mention, so the shipped_wismo template applies with honest window caveat and the shipping-complaint code.
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Hi
Can you check my order please? I need to know if it’s coming this week as
my daughter returns to school and she needs her bag by then.
Kind regards
Martina