Case #1442 — Marlow London
jbm.mcharg@btinternet.com · order 1734 · state imported · label none yet · rung 0
Facts
Return request
open
not set
2026-08-12 08:19:23
—
2026-08-14 19:30:08
Engine shadow decision
| id | 932 |
|---|---|
| thread_key | <5bacd364.7b24.19ff50ceabd.Webtop.55@btinternet.com> |
| store_id | marlow |
| message_id | 5765 |
| case_id | 1442 |
| 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 | 4015 |
| 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 21:55:52 |
Latest draft
from decision #3690 · action=reply · 2026-08-12 08:19:53 · dry-run
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
Reasoning: Bare return request with no reason given matches RULE return-refund-no-reason; sent verbatim as our first reply in this thread, auto-sending under the first_contact class since it carries no action or money.
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Full thread
Good morning, I'd like to request a return of my order. Received
31/7/26. Unfortunately I cannot find the original email with the order
number but the date was 3.7.26, payment cleared on Monday 6.7.26.
Joan McHarg
27 Academy Apts
KA1 3BT
Sent via BT Email App
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
Hello Anna,
I'm not sure where I can find the order number? The swimsuit arrived
just in time before my holiday but unfortunately it was way too big.
Ref on the packaging - 4px3002953428471cn
Item code - WWFZ0615493-6-XL
Joan
Sent via BT Email App
From: support@marlow-london.com
Sent: 12 August 2026 09:19:53 BST
To: jbm.mcharg@btinternet.com
Subject: Re: Return request
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
Apologies , the order number was on the delivery email!
#1734
Joan
Sent via BT Email App
From: support@marlow-london.com
Sent: 12 August 2026 09:19:53 BST
To: jbm.mcharg@btinternet.com
Subject: Re: Return request
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