Case #1459 — Marlow London
rachelreid90@sky.com · order 3473 · state imported · label none yet · rung 0
Facts
New customer message on 12 August 2026 at 21:37
open
not set
2026-08-12 20:39:24
—
2026-08-14 19:30:08
Engine shadow decision
| id | 914 |
|---|---|
| thread_key | <E1020004-18CB29491E0EFC29-3A71AEB8@shopify.com> |
| store_id | marlow |
| message_id | 5747 |
| case_id | 1459 |
| 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 | 4223 |
| 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 21:54:29 |
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Rachel
Email:
rachelreid90@sky.com
Body:
Hi, I purchased a longchamp bag & im concerned if it is
authentic? Packaging has made me concerned if it is counterfeit
Hi I’m looking to arrange return for my order number 3473. Can you instruct me on how to do this? Thanks Rachel