Case #1444 — Marlow London

muriel.knott@gmail.com · order 2486 · state imported · label none yet · rung 0

Facts

Subject

Your order #2486 has been delivered! 🥳

Thread status

open

SLA due

not set

Opened

2026-08-12 09:34:51

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	813
thread_key	<CAP3VRMUUWsoeoohxp003JgAPFbgpVQ7Et8tO5-pCHMpeB_cj2Q@mail.gmail.com>
store_id	marlow
message_id	5640
case_id	1444
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 Muriel, Thank you for reaching out, and I am sorry to hear the Evelyn sandals are not comfortable for you, that is such a shame when you were looking forward to them. Rather than going to the trouble of posting them back to us, I would much rather send you a free replacement in a different size. You would keep the pair you already have with our compliments, and there is nothing to send back.
agreed	0
latency_ms	3717
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 21:47:04

Latest draft

from decision #3699 · action=reply · 2026-08-12 09:35:13 · dry-run

Hi Muriel, Thank you for reaching out, and I am sorry to hear the Evelyn sandals are not comfortable for you, that is such a shame when you were looking forward to them. Rather than going to the trouble of posting them back to us, I would much rather send you a free replacement in a different size. You would keep the pair you already have with our compliments, and there is nothing to send back. That way you will get the perfect fit. Which size would you like instead? Warm regards, Anna Customer Care Team Marlow London

Reasoning: Sizing/fit return request on delivered order #2486 - offering a free replacement in the correct size first per RULE sizing-return-free-replacement-first (Fiona #2114 canonical), keeping the item and no return address; not auto-sent because she explicitly asked for a refund, which disqualifies the size_exchange auto-send class and needs human review.

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Full thread

in muriel.knott@gmail.com → support@marlow-london.com customer 2026-08-12 09:34:51

Good morning Thank you for my order of sandals Unfortunately they do not fit comfortably. So would like to return and have money back. Please. If you can send details to return Many thanks Kind regards Muriel On Thu, 6 Aug 2026, 20:46 Marlow-London, <support@marlow-london.com> wrote: > We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > > > > > [image: logo black] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_0> > [image: logo black] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_1> > [image: hero image] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_2> > *Dear Muriel,* > > Good news — your order has been delivered! 🎉 > We hope it met your expectations and that you’re thrilled with your > purchase. > > As a little thank-you, we’d love to offer you a *25% discount* on your > next order — just use the code *THANKYOU25* at checkout. > We can’t wait to see you shop with us again soon! 💛 > Warm regards, > Sarah > Customer Support Team > Shop with 25% discount > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_3> > > *You may also like:* > [image: Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_4> > HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS > € 39,95 € 135,00 > Shop now <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_5> > [image: Image of LONGCHAMP LE PLIAGE TOTE - BLACK] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_6> > LONGCHAMP LE PLIAGE TOTE - BLACK > € 54,95 € 100,00 > Shop now <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_7> > [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_8> > LONGCHAMP LE PLIAGE TOTE - NAVY > € 54,95 € 135,00 > Shop now <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_9> > [image: Image of Edith | Everyday Comfort Sleeve Tee] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_10> > Edith | Everyday Comfort Sleeve Tee > € 29,95 € 75,00 > Shop now <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_11> > [image: Image of KERENZA | ELEGANT COMFORT-FIT SWIMSUIT] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_12> > KERENZA | ELEGANT COMFORT-FIT SWIMSUIT > € 39,95 € 135,00 > Shop now <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_13> > [image: Image of Mini Leather Longchamp Bag] > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_14> > Mini Leather Longchamp Bag > € 54,95 € 150,00 > Shop now <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_15> > [image: USP] <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_16> > Homepage <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_17> > Track your order > <https://ctrk.klclick.com/l/01KZC9TJHJMV2ZKA92D37RX2Y3_18> > Contact <https://ctrk.klclick.com/l/01KZC9TJHJMV2Z