Case #1417 — Marlow London
sandyelizabethjones@gmail.com · order 2514 · state imported · label none yet · rung 0
Facts
Order no 2514
open
not set
2026-08-11 11:26:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 879 |
|---|---|
| thread_key | <14DE57B4-3941-4C8F-9B97-5E8340BC7C41@gmail.com> |
| store_id | marlow |
| message_id | 5712 |
| case_id | 1417 |
| 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 | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 3927 |
| 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 21:51:55 |
Latest draft
from decision #3613 · action=reply · 2026-08-11 11:47:32 · dry-run
Hi Sandy,
Thanks for reaching out, and sorry to hear the Poppy Abstract One-Shoulder Maxi Dress isn't fitting quite right. I can see your order #2514.
Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in a different size. You'd keep the one you already have with our compliments, there's nothing to send back, and no cost to you at all.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Pure size-fit complaint on a delivered, fulfilled order with no return/refund demand or other issue — matches the size-exchange free-replacement-first rule, auto-sendable.
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Hi I wish to return this item please
Sent from my iPhone
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
Hi order no 2514 it doesn't fit
FREEDOM
Beautiful Clothes and Jewellery
Sandy Jones
Mobile 07770 878780
Email *sandyeliZabethjones@gmail.com <sandyeliZabethjones@gmail.com>*
On Tue, 11 Aug 2026 at 12:26, <support@marlow-london.com> wrote:
> 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
>
Hi I've replied pls can you reply ? Sent from my iPhone On 11 Aug 2026, at 12:45, Sandy Jones <sandyelizabethjones@gmail.com> wrote: Hi order no 2514 it doesn't fit FREEDOM Beautiful Clothes and Jewellery Sandy Jones Mobile 07770 878780 Email sandyeliZabethjones@gmail.com On Tue, 11 Aug 2026 at 12:26, < support@marlow-london.com > wrote: 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