Case #1450 — Marlow London
sephora.boateng@gmail.com · order 3438 · state imported · label none yet · rung 0
Facts
New customer message on 12 August 2026 at 14:53
open
not set
2026-08-12 13:53:38
—
2026-08-14 19:30:08
Engine shadow decision
| id | 849 |
|---|---|
| thread_key | <E1020004-18CB13395C50FFDE-1EF47CBB@shopify.com> |
| store_id | marlow |
| message_id | 5680 |
| case_id | 1450 |
| 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 | 3916 |
| 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 21:49:43 |
Latest draft
from decision #3733 · action=reply · 2026-08-12 13:54:23 · 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: Matches RULE return-refund-no-reason: customer names two items to return but gives no reason for the return, so the locked info-gathering template applies verbatim.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Sephora Boateng
Email:
sephora.boateng@gmail.com
Body:
Return items sent for refund
order #3438
Two items: longchamp brown bag and clutch bag
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
The order number is order #3438
I had requested for it it to be cancelled on the same day and was told my
refund was processed yet item was still sent to me.
I want to return ASAP
Kind regards,
Sephora
On Wed, 12 Aug 2026 at 14:54, <support@marlow-london.com> wrote:
> 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
>