Case #1473 — Marlow London
gosiaspica@yahoo.co.uk · order 3324 · state imported · label none yet · rung 0
Facts
Returns
open
not set
2026-08-13 19:50:16
—
2026-08-14 19:30:08
Engine shadow decision
| id | 968 |
|---|---|
| thread_key | <CD92B320-8F5D-48A0-8A82-69AB7B2D259B@yahoo.co.uk> |
| store_id | marlow |
| message_id | 5805 |
| case_id | 1473 |
| 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 Gosia, Thanks so much for reaching out, and sorry to hear the fit wasn't right on both dresses (orders #3324 and #3387). Rather than going to the trouble of posting them back to us, I'd much rather send you free replacements in a different size for both. You'd keep the ones you already have with our compliments, and there's nothing to send back. That way you'll get th |
| agreed | 0 |
| latency_ms | 4088 |
| 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 21:58:34 |
Latest draft
from decision #3852 · action=reply · 2026-08-13 19:51:45 · dry-run
Hi Gosia,
Thanks so much for reaching out, and sorry to hear the fit wasn't right on both dresses (orders #3324 and #3387).
Rather than going to the trouble of posting them back to us, I'd much rather send you free replacements in a different size for both. You'd keep the ones you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Just let me know what size you'd like for each and I'll get that sorted for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit return across two orders — offering free replacements in the correct size per the sizing-return-free-replacement-first rule (free, keep item, no return needed), asking which sizes she'd like; two-order case held for human review rather than auto-sent.
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Full thread
Hi,
I would like to return 2 items received separately #3324 and #3387 as they are not the right fit.
Both unworn. Please advise of further action needed.
Many thanks,
Best,
Gosia