Case #1468 — Marlow London
aarshia4444@gmail.com · order — · state imported · label none yet · rung 0
Facts
Order
open
not set
2026-08-13 12:41:47
—
2026-08-14 19:30:08
Engine shadow decision
| id | 937 |
|---|---|
| thread_key | <CAO-Lx2ciAzM-y2Va=Cf=uzKQtugxjLBLL_Xk-J7KBbT=m_Dqww@mail.gmail.com> |
| store_id | marlow |
| message_id | 5771 |
| case_id | 1468 |
| 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 there, Thank you for that, I will take a look using chefrana@gmail.com. It looks like your message may have been cut off, could you let me know the approximate date you placed the order? Once I have that I will be able to track down the details and get this sorted for you as quickly as possible. Looking forward to hearing back. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 3790 |
| 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 21:56:13 |
Latest draft
from decision #3822 · action=reply · 2026-08-13 12:45:53 · dry-run
Hi there,
Thank you for that, I will take a look using chefrana@gmail.com.
It looks like your message may have been cut off, could you let me know the approximate date you placed the order? Once I have that I will be able to track down the details and get this sorted for you as quickly as possible.
Looking forward to hearing back.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer supplied an alternate email but no order date and the message appears cut off; asking for the missing detail before a lookup can be completed, per order-lookup-before-asking.
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Full thread
I haven't received my order yet. It's been more than 2 weeks.
Hi there,
Thank you for reaching out, and I'm sorry your order hasn't arrived yet. I'd love to help look into this for you.
So we can check the status, could you please share the approximate date you placed the order - and if you may have checked out under a different email address, let me know that too.
As soon as we have those details, we'll be happy to look into this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Yes I have a different email. It's chefrana@gmail.com. It was supposed to
get delivered like on the 10th of August but didn't arrive
On Thu, 13 Aug 2026, 13:42 , <support@marlow-london.com> wrote:
> Hi there,
>
> Thank you for reaching out, and I'm sorry your order hasn't arrived yet.
> I'd love to help look into this for you.
>
> So we can check the status, could you please share the approximate date
> you placed the order - and if you may have checked out under a different
> email address, let me know that too.
>
> As soon as we have those details, we'll be happy to look into this for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>