Case #1472 — Marlow London
angwallis@hotmail.co.uk · order 2509 · state imported · label none yet · rung 0
Facts
New customer message on 13 August 2026 at 17:44
open
not set
2026-08-13 16:48:29
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1015 |
|---|---|
| thread_key | <E1020004-18CB6B28174E82B4-08304887@shopify.com> |
| store_id | marlow |
| message_id | 5857 |
| case_id | 1472 |
| 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 Ange, Thank you for coming back to me, and I'm sorry those two earlier emails didn't get a reply - that's not good enough from us. I can see your order #2509 for the two Penelope Ribbed Tank Tops. I'm sorry the sizing isn't quite right, and thank you for flagging that one of the tops is missing its label, and neither has a sales tag either. That's not something t |
| agreed | 0 |
| latency_ms | 3849 |
| 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 22:02:08 |
Latest draft
from decision #3899 · action=reply · 2026-08-14 12:02:58 · dry-run
Hi Ange,
Thank you for coming back to me, and I'm sorry those two earlier emails didn't get a reply - that's not good enough from us.
I can see your order #2509 for the two Penelope Ribbed Tank Tops. I'm sorry the sizing isn't quite right, and thank you for flagging that one of the tops is missing its label, and neither has a sales tag either. That's not something that should have gone out like that, and I have made a note internally so we can look into it properly.
Rather than going to the trouble of posting them back to us, I would much rather send you free replacements in a different size. You would keep the two you already have, with our compliments, and there is nothing to send back.
Could you let me know which size you would like instead, and I will get that moving for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order #2509 is delivered and stated reason is sizing, so RULE sizing-return-free-replacement-first applies: one confident free-replacement offer, no fee, no escape clause, keep the items; separately acknowledged the missing-label/no-tag issue honestly without fabricating any manufacturer check; not auto-sent because the accompanying quality complaint disqualifies the size_exchange auto-send case.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ange
Email:
angwallis@hotmail.co.uk
Body:
Hi, I’ve sent two emails asking for details of the return
process but I’ve not received a reply.
Order No #2509, thanks
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello
It was on both emails that I sent you. See below
ORDER #2509
I would like to return the order please.
Not entirely happy with the sizing.
One of the items doesn’t have a label on the inside and neither has any sort of sales label
Thank you
Ange
Sent from my iPhone
> On 13 Aug 2026, at 17:50, support@marlow-london.com wrote:
> Hi there,
>
> Thanks for reaching out, and sorry to hear you'd like to return your order.
>
> Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London