Case #1455 — Marlow London
katelacey72@googlemail.com · order 3177 · state imported · label none yet · rung 0
Facts
New customer message on 12 August 2026 at 18:23
open
not set
2026-08-12 17:25:20
—
2026-08-14 19:30:08
Engine shadow decision
| id | 986 |
|---|---|
| thread_key | <E1020004-18CB1EB4B6E8B7A5-47290577@shopify.com> |
| store_id | marlow |
| message_id | 5825 |
| case_id | 1455 |
| 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 | 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 21:59:56 |
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Kate Lacey
Email:
katelacey72@googlemail.com
Body:
Order #3177
Good evening. My order of the LONGCHAMP bag has arrived, but I’m
bitterly disappointed as it is clearly a fake. I have an
original genuine product and it is very obvious thid is not the
same.
There was no indication that this was not genuine product on
sale.
Please can you advise what you intend to do?
I look forward to hearing from you.
Good morning I have used the online contact form on your website but had no response. The order I received is clearly a fake LONGCHAMP bag. I assumed it was a genuine offer to get rid of overstock as £55 was still not cheap and had no reason to believe it was not real. I am appalled, as I already have a real bag and wanted a different colour. I am not prepared to return the item at my cost and I am not convinced you will refund me if I return the item given you are knowingly dealing in counterfeit goods. I would like a refund of at least 50% of what I paid. If this is not received within 7 days, with email confirmation, I will take further action with my credit card provider who will pursue for the full amount. I look forward to hearing from you. Kate Lacey Sent from my iPhone On 9 Aug 2026, at 00:56, Marlow-London <support@marlow-london.com> wrote:
96
We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
Dear Kate, 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
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