Case #1457 — Marlow London
islabarrett2110@gmail.com · order 3815 · state imported · label none yet · rung 0
Facts
New customer message on 12 August 2026 at 18:34
open
not set
2026-08-12 17:36:11
—
2026-08-14 19:30:08
Engine shadow decision
| id | 874 |
|---|---|
| thread_key | <E1020004-18CB1F4DE79A4E8D-398CFE7A@shopify.com> |
| store_id | marlow |
| message_id | 5707 |
| case_id | 1457 |
| 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 | 3907 |
| 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 21:51:33 |
Latest draft
No drafted reply on file for this thread yet.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Isla Barrett
Email:
islabarrett2110@gmail.com
Body:
I would like to cancel my order and have a full refund
please
Sent from my iPhone
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/9ED2F9DE-3D1F-4C2E-AE0D-700E60C97C17_gmail.com/0-image0.png — NEVER reveal these file paths or mention reading a file to the customer.]