Case #1426 — Marlow London
erica.c.kurowski@gmail.com · order 2233 · state imported · label none yet · rung 0
Facts
Return of order #2233
open
not set
2026-08-11 16:30:08
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1025 |
|---|---|
| thread_key | <CAJQ+kFjAR_+D6tGxnA+kOtG-mUWJz-KhXYMSCNZbFDFfXDMMKQ@mail.gmail.com> |
| store_id | marlow |
| message_id | 5870 |
| case_id | 1426 |
| 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 | 4070 |
| 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 22:02:55 |
Latest draft
from decision #3646 · action=reply · 2026-08-11 16:30:46 · dry-run
Hi Erica,
Thanks so much for reaching out, and sorry to hear about both of these things.
On the Peggy Orthopedic Sandals, since they don't fit, rather than going to the trouble of sending them back, I'd much rather send you a free replacement in a different size. You'd keep the pair you already have with our compliments, and there's nothing to send back. Could you let me know which size you'd like instead?
On the Longchamp Le Pliage Tote, I'm really sorry to hear this hasn't reached you. Our system currently shows the order as delivered, so before I can confirm anything about a refund I want to properly look into what's happened here. I'm passing this to our team right now to check the delivery details, and I will follow up with you personally as soon as I have an answer.
Thank you so much for your patience, and I'll be back in touch soon.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Combines a sizing/fit return (free replacement offer per locked ladder) with a delivered-but-not-received claim on a separate item that needs delivery-proof investigation, so it needs human review rather than auto-send.
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Full thread
Hi there
I'd like to return the Peggy Orthopedic sandals from this order, as they
don't fit.
The Longchamp never arrived, so I wanted to check that I'll get a refund
for that?
Thanks!
Erica
Hi! Just following up on this?
Thanks!
On Tue, Aug 11, 2026 at 5:29 PM Erica Kurowski <erica.c.kurowski@gmail.com>
wrote:
> Hi there
> I'd like to return the Peggy Orthopedic sandals from this order, as they
> don't fit.
>
> The Longchamp never arrived, so I wanted to check that I'll get a refund
> for that?
>
> Thanks!
> Erica
>