Case #1435 — Marlow London
xxnicoleclements@hotmail.comxx · order — · state imported · label none yet · rung 0
Facts
New customer message on 12 August 2026 at 05:45
open
not set
2026-08-12 04:47:02
—
2026-08-14 19:30:08
Engine shadow decision
| id | 789 |
|---|---|
| thread_key | <E1020004-18CAF556502B6960-AD080977@shopify.com> |
| store_id | marlow |
| message_id | 5614 |
| case_id | 1435 |
| 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 | 3859 |
| 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 21:45:20 |
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Nicole Brown
Email:
xxnicoleclements@hotmail.comxx
Body:
UL368857687YP - this was a bag i ordered for my daughter
going back to school today! I ordered this on the 27th of July
and this is now the 12th August. There's been no movement on the
parcel since the 10th August. I am extremely dissapointed as my
daughter is returning to school with last year's school bag. I
would like an update ASAP. If this isnt with me by Friday I want
my money back. I wouldnt have ordered if I thought it would have
taken this long!