Case #1482 — Marlow London

lelb@hotmail.co.uk · order 2451 · state imported · label none yet · rung 0

Facts

Subject

Your order #2451 has been delivered! 🥳

Thread status

open

SLA due

not set

Opened

2026-08-14 09:12:49

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	1002
thread_key	<GV4P195MB30023F5E9DA2A11A3D6AF4D395DA2@GV4P195MB3002.EURP195.PROD.OUTLOOK.COM>
store_id	marlow
message_id	5844
case_id	1482
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	3854
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 22:01:09

Latest draft

from decision #3885 · action=reply · 2026-08-14 09:13:13 · dry-run

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

Reasoning: Bare return request with no reason given matches RULE return-refund-no-reason; this is our first reply in the thread so it auto-sends via first_contact.

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Money action — admin only

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Full thread

in lelb@hotmail.co.uk → support@marlow-london.com customer 2026-08-14 09:12:49

Dear Marlow Please can you let me know how I return the item? Many thanks Lesley ________________________________ From: Marlow-London <support@marlow-london.com> Sent: 11 August 2026 07:16 To: Lesley Bartholomew <lelb@hotmail.co.uk> Subject: Your order #2451 has been delivered! 🥳 We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ [logo black] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_0> [logo black] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_1> [hero image] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_2> Dear Lesley, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team [https://d3k81ch9hvuctc.cloudfront.net/company/WdpZY8/images/6a84eb81-5d3c-4388-b5fe-622f1b7a4411.png] Shop with 25% discount <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_3> You may also like: [Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_4> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_5> [Image of LONGCHAMP LE PLIAGE TOTE - BLACK] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_6> LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_7> [Image of LONGCHAMP LE PLIAGE TOTE - NAVY] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_8> LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_9> [Image of Edith | Everyday Comfort Sleeve Tee] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_10> Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_11> [Image of KERENZA | ELEGANT COMFORT-FIT SWIMSUIT] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_12> KERENZA | ELEGANT COMFORT-FIT SWIMSUIT € 39,95 € 135,00 Shop now <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_13> [Image of Mini Leather Longchamp Bag] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_14> Mini Leather Longchamp Bag € 54,95 € 150,00 Shop now <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_15> [USP] <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_16> Homepage <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_17> Track your order <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_18> Contact <https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_19> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe<https://ctrk.klclick.com/l/01KZQTVX72PFS4HQPZNKG95X1D_20>.

out support@marlow-london.com → lelb@hotmail.co.uk tool 2026-08-14 09:13:13

in lelb@hotmail.co.uk → support@marlow-london.com customer 2026-08-14 09:16:45

Dear Marlow I would like to return my item please. It is too large at the top and the quality of the stitching at the neck is not satisfactory. Kind regards Lesley Bartholomew