Case #1445 — Marlow London
cbclaireboyle@gmail.com · order 1695 · state imported · label none yet · rung 0
Facts
New customer message on 12 August 2026 at 10:59
open
not set
2026-08-12 10:00:51
—
2026-08-14 19:30:08
Engine shadow decision
| id | 818 |
|---|---|
| thread_key | <E1020004-18CB0675A3A55A2E-15B812BD@shopify.com> |
| store_id | marlow |
| message_id | 5645 |
| case_id | 1445 |
| 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 Claire, Thanks for reaching out, and I am so sorry to hear the tankini that arrived is not what you ordered. I completely understand the frustration, especially when you were looking forward to it. I want to get this right for you. Could you send me a quick photo of what actually arrived? That way I can see exactly what happened and get this sorted for you as quickly as possible. I've g |
| agreed | 0 |
| latency_ms | 4007 |
| 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 21:47:27 |
Latest draft
from decision #3704 · action=reply · 2026-08-12 10:01:09 · dry-run
Hi Claire,
Thanks for reaching out, and I am so sorry to hear the tankini that arrived is not what you ordered. I completely understand the frustration, especially when you were looking forward to it.
I want to get this right for you. Could you send me a quick photo of what actually arrived? That way I can see exactly what happened and get this sorted for you as quickly as possible.
I've gone ahead and pulled up your order, order #1695 (matched from your email address), so just let me know if that's not the right one.
Once I have that photo from you, I will be straight back with the best way forward. There is no need to worry about sending anything back in the meantime.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Wrong-item intake stage per RULE wrong_item_intake: order verified via email match, no photo/confirmation yet, so ask for photo and confirm the order without promising a resolution or claiming a faulty batch.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Claire Boyle
Email:
cbclaireboyle@gmail.com
Body:
Hi I have just received my order and you have sent the
wrong tankini. How can I return it?