Case #1454 — Marlow London
starrettla@icloud.com · order 2319 · state imported · label none yet · rung 0
Facts
Order number 2319
open
not set
2026-08-12 17:10:33
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1028 |
|---|---|
| thread_key | <96F00DD2-8F3B-4AA5-BC18-28617E10861E@icloud.com> |
| store_id | marlow |
| message_id | 5874 |
| case_id | 1454 |
| 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 Lesley-Ann, Thank you for letting me know, and sorry to hear the size isn't right for order #2319. Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a larger size. You would keep the tee (or tees) you already have with our compliments, and there is nothing to send back. Could you let me know which of the two tees needs a differ |
| agreed | 0 |
| latency_ms | 3808 |
| 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 22:03:08 |
Latest draft
from decision #3912 · action=reply · 2026-08-14 14:10:51 · dry-run
Hi Lesley-Ann,
Thank you for letting me know, and sorry to hear the size isn't right for order #2319.
Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a larger size. You would keep the tee (or tees) you already have with our compliments, and there is nothing to send back.
Could you let me know which of the two tees needs a different size, or if it is both, and which size you would like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit return reason (too small) on order 2319 triggers the free-replacement-first ladder (Rung 1); order has two items so I need the customer to specify which and the desired size before any action can be attached.
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Full thread
Good evening
Can you please send me a returns label?
Thank you
Lesley-Ann Starrett
Sent from my iPhone
Can you please send me a return label?
Regards
Lesley-Ann Starrett
Sent from my iPhone
Begin forwarded message:
> From: Lesley-Ann Starrett <starrettla@icloud.com>
> Date: 12 August 2026 at 18:09:34 BST
> To: support@marlow-london.com
> Subject: Order number 2319
>
> Good evening
>
> Can you please send me a returns label?
>
> Thank you
>
> Lesley-Ann Starrett
>
> Sent from my iPhone
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
The item is too small, hence the return.
My order number is #2319.
Regards
Lesley-Ann Starrett
Sent from my iPhone
> On 14 Aug 2026, at 13:24, 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