Case #1456 — Marlow London
gregcampopiano@blueyonder.co.uk · order 3581 · state imported · label none yet · rung 0
Facts
Order #3581 confirmed
open
not set
2026-08-12 17:30:46
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1020 |
|---|---|
| thread_key | <545843253.62529.1786555771507@mail.virginmedia.com> |
| store_id | marlow |
| message_id | 5865 |
| case_id | 1456 |
| 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 Greg, I'm so sorry for the delay in getting back to you, and I'm sorry to hear the tote that arrived isn't the one you were expecting. I can see your order #3581 for the Longchamp Le Pliage Tote in Black. To help me get this sorted for you as quickly as possible, could you send a quick photo of the handles you received? That way I can see exactly what's arrived and make su |
| agreed | 0 |
| latency_ms | 4780 |
| 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 22:02:32 |
Latest draft
from decision #3904 · action=reply · 2026-08-14 13:02:47 · dry-run
Hi Greg,
I'm so sorry for the delay in getting back to you, and I'm sorry to hear the tote that arrived isn't the one you were expecting.
I can see your order #3581 for the Longchamp Le Pliage Tote in Black. To help me get this sorted for you as quickly as possible, could you send a quick photo of the handles you received? That way I can see exactly what's arrived and make sure we get you the correct one.
I'll get back to you the moment I have that.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Wrong-item intake reply: customer's tote arrived with short (hand-carry) handles instead of the long (shoulder-carry) handles ordered/advertised; no prior reply exists in this thread, so this verifies the order and requests a photo before any offer, per the wrong_item_intake auto-send class.
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Full thread
Good Evening,
This order arrived yesterday, the 11th August. I wish to return it as I ordered a tote bag with long handles so it can be carried over the shoulder. The one I have received has short handles for carrying by hand only. It is not the one as advertised or ordered as per below order.
Please confirm how I can return this item please.
Regards
Greg Campopiano
> On 29/07/2026 14:24 BST MARLOW LONDON <support@marlow-london.com> wrote:
>
>
> [MARLOW LONDON] https://marlow-london.com/_t/c/v3/AAA271QYzo2sVIIeM07Qf_zq33bGaAFa3Yfu_sswj4cpuezLIGk0_305UxBvT6WhoWrgROChbpliC8lKojKGhRlNoP_-Qgv9ZHoB0Ffj5N3P1kT372e9I6ENq4LpVIPPfnfvMD9ohcURFmGHg8m94fArpfYEm1OQMEXfSJ573V-AYxrSTFfDZOW-5Hobj1FIKsvfV_OpIeVeFFrD_9H4k_byYIhG87owzWAaLscVn50EL7RRB2EMek8b_RGxTkrN9vAr2TjNwW0XWHrKYBYxck7tBtgNMqk1ha6Jr2tKrxzLLvU-5W11rJ5DWqRHhFcopl-bkX0A_ueb86NFPXV01U02DA==
>
> Order confirmed
>
>
> Thank you, Greg
> We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order.
> Shop now https://marlow-london.com/_t/c/v3/AACtchxZLbfbirSJJ5FoEL0lWU767GWXFI6HGR1JK0GfAggHFOdXFVz7loqaEtEXhPF5ZGxd3w7Q9Td7lnd2mrzWp5S-Q75qfF2Lexjj3o1bwi9IUNNs2EV-bbgQC0JNKNDKMvg4_mMqpZDnfbly_dr9qR25XqQvZlccyaqVC9yK19dU11NqdGTQVN-vPnANMO_TsZ2kDzZcZPZNd3qBeXwpCoGAy-EMTV2LDGEF97UzI9DlzW48Jf3tcfCK0CqXYh-IkeMq4u56ThblT3FTeIcK42Ges1fAurNNmY7oH_5E77uljH3ysp-0kqbTYntjRRM0Q7bEpUEDwTcIkZSCPDpgcYg=
> Order number
>
>
> #3581
> Order summary
>
>
> LONGCHAMP LE PLIAGE TOTE - BLACK - Black
> Black · Qty 1 £54.95
> Subtotal £54.95
> Shipping £0.00
> Total £54.95
> Shipping to
>
> Greg Campopiano
> 58 Angus Road, Scone
> PH2 6RA Scone
> United Kingdom
> Payment
>
>
> View order https://marlow-london.com/_t/c/v3/AACmsmrOpFCOFXXL1cppR6yU9rx2GtJn4QyktBLwuddYuv1xMRh6jare-R7q-IKzP67ZBlGAibYjLjoyAkGFUlxR-HAtE197sPXNxJ39b5IKLP4p-YdPSYDSQGnK0_ttJCG3Acfp1uokXLz_OFU2J5gUd-dHMA7x2pbNcz-LNikbLQctAevLmfU2GbEVdi_yRWlWe40hy2UiYbbQchy2sWKK4vps1E3oUAven7Dv2FTQL01mL51gwmlrouWLS3AnV8Qzq9408hOanx9p2mMi2-jquzrGaolR5Yh5MwDfOV7taBKluWHJZwGPsFz4Oz81sSuf-fspPRF4I80aFcxnR4bWFq-NFTC8SuFHrzZnGbbp1Rc-H5w6iolYpaLsz0LVD7gRouCjDoi2q6zJwzSu9bl14Yvr_vjAqJF35CrcYKWcQQeXToad0uozNxOhG_y_oImaXlkvhVGqxtAfVwKP9CEsIHTHIL5qNWeglYDXO3YQ7erGZnPygT99_9hLltcEwidi4TMSy91artRTNTZwL99ItXI-8k2e_zPWkg_z09qt2rHLVgHSaAk6uOpWFlj28fxbOIF2meJ0a9z8uP-G3XiBOutNYYB2ebL2l9_Ba6gmItBXmD99LNE3e0qLSaOMWTR8hfaI3uH8Jdat_5FeSrE8adaRAiRDRtmwd-YWNELjkoOA2ozH7AkeAFo1H23EFvABXjz1pVR1-UK4TB_jYCe9i889sGo3B9xpSNT8krOexfUwKKxJRBYmSUdpo7rrnUNPP9ZYMP9QUDQEZWqCTpI65bJd3djYKwXzWWtrmkOr62OapaTKhMf7cF6IE9e4jolpI9tr5Gbjp6OhRZU6lhPBOzym3k7U3SeUdpq0d7jq4rkKEVxTTPnLHP_zI5aMd5Spi1hjTxJmj0qMsRwYtuh4CB-0ET5URYkmV6IedGToCAqvR2olMkLMD1bby5LU6qKGO4CaUOQAAoVBDh_6-URfm8wWj9ny0wJGjyxG_8AQxN876XkWjnO43tDLjiyNHJDN_wmKNvZ3RNEM9Ge4IwI3nvHOAv5u36AIOGlycnKYrhbODVcy_gv3ezq4yOB4xSCdGSs86xZAhmVFnFm8q2Zt_VOKE9AuQy7KySGnsKMHnkbBZadZiVB1py8VaGu93zpI1tJvNU6RWFw8KHn5Bkl7TvijnFTFUcEevnwSCw0Y7O6whD6XGbv2K1E-W304cgShCQ_i2AxckRbFVxST6wBlh6OC3dmjkaAi88ut_w97UlGdeIKInLpD4qCQuJ6uC-PtI4lE2DJb0vvJ-auD8uEDU7tqjPA82ZxURaQvk6L7aiwTvxWJN98Uw-347Q-wvXG6NaAZ8eejPDWYl8sDmySUxu5t8xIg6kzBj-FevjBWf0bLxikgYIT5oQHHW_RQct-Ohx6kynDroZ_fY0Pym4Z5LTS_kQHI0cI0ja0Xy-skSO-Z28s72pF5Vnu8bIIPokddXtCYmZcQddoFNLdVCvRPBaHxeAu97CSGOfjKsB0FTv3EEMBLsGzAjYZqL_Vamkc5t1LLHg_Fo2SiX6GVVI1dq4VMa4eXOuY=
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Hi,Could you please expedite this request below. I have not received any reply.ThanksGregSent from my Galaxy
-------- Original message --------From: Greg Campopiano <gregcampopiano@blueyonder.co.uk> Date: 12/08/2026 18:29 (GMT+00:00) To: MARLOW LONDON <support@marlow-london.com> Subject: Re: Order #3581 confirmed
Good Evening,
This order arrived yesterday, the 11th August. I wish to return it as I ordered a tote bag with long handles so it can be carried over the shoulder. The one I have received has short handles for carrying by hand only. It is not the one as advertised or ordered as per below order.
Please confirm how I can return this item please.
Regards
Greg Campopiano
On 29/07/2026 14:24 BST MARLOW LONDON <support@marlow-london.com> wrote:
Order confirmed
Thank you, Greg
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now
Order number
#3581
Order summary
LONGCHAMP LE PLIAGE TOTE - BLACK - Black
Black · Qty 1
£54.95
Subtotal
£54.95
Shipping
£0.00
Total
£54.95
Shipping to
Greg Campopiano
58 Angus Road, Scone
PH2 6RA Scone
United Kingdom
Payment
View order
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