Case #1427 — Marlow London
emma1k82@hotmail.com · order 2939 · state imported · label none yet · rung 0
Facts
Return of order 2939
open
not set
2026-08-11 16:50:37
—
2026-08-14 19:30:08
Engine shadow decision
| id | 983 |
|---|---|
| thread_key | <MI2P293MB0501A113BFFF37193E77D6EB9BDD2@MI2P293MB0501.ITAP293.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5822 |
| case_id | 1427 |
| 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 Emma, I am so sorry, this is not good enough - you should not have had to email us twice without a reply, and I want to apologise for that. Thank you for explaining what happened: the shoulder strap on the large bag isn't long enough, and the small bag turned out to be smaller than you expected. Rather than asking you to go through the hassle of posting everything back to us, I would li |
| agreed | 0 |
| latency_ms | 3753 |
| 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 21:59:43 |
Latest draft
from decision #3867 · action=reply · 2026-08-14 04:26:21 · dry-run
Hi Emma,
I am so sorry, this is not good enough - you should not have had to email us twice without a reply, and I want to apologise for that.
Thank you for explaining what happened: the shoulder strap on the large bag isn't long enough, and the small bag turned out to be smaller than you expected.
Rather than asking you to go through the hassle of posting everything back to us, I would like to offer you something better: pick out a different item from the collection that you would prefer instead, and I will also add a 10% cashback onto your original payment method as an apology for the trouble. You would keep both of the pieces you already have, and there is nothing to send back.
You can browse the full range here: https://marlow-london.com/collections/all
Just let me know which item catches your eye and I will get everything moving for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: No-fault return (bag strap too short / smaller than expected) with two prior unanswered emails - apologise for the delay and offer Rung 2 of the four-rung ladder (different product + 10% cashback, keep items) since these bags have no alternate size to swap into.
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Full thread
Good afternoon
Can I please arrange to return order 2939?
Unfortunately the shoulder strap on the large bag are not long enough and the small bag is smaller than I thought
Many Thanks
Emma
Hello
Can you please advise on the below?
Many Thanks
Emma
> On 11 Aug 2026, at 17:49, Emma Ewing <emma1k82@hotmail.com> wrote:
>
> Good afternoon
>
> Can I please arrange to return order 2939?
>
> Unfortunately the shoulder strap on the large bag are not long enough and the small bag is smaller than I thought
>
> Many Thanks
> Emma
>
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emma Ewing
Email:
emma1k82@hotmail.com
Body:
Hello
I have emailed support twice with reference to returning order
2939. As yet I have had no response, please advice how I rerun
the items