Case #390 — Marlow London
janlouiseclarke@gmail.com · order 1453 · state imported · label none yet · rung 0
Facts
Order 1453
open
not set
2026-07-09 09:50:37
—
2026-08-14 19:30:08
Engine shadow decision
| id | 562 |
|---|---|
| thread_key | <A10D45D7-2E68-444A-91B2-46AD882CE2BC@gmail.com> |
| store_id | marlow |
| message_id | 5319 |
| case_id | 390 |
| 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 Jan, Thank you for checking in, and I am really sorry for the wait on this. To confirm, the tracking on your original order shows as delivered, but that was for the wrong item that you already told us about. The replacement Honoria Sporty Three-Piece Tankini Set with Pockets in Teal and Red Floral, size Medium, was arranged separately with our supplier and does not share the same tracking num |
| agreed | 0 |
| latency_ms | 3791 |
| 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 21:28:37 |
Latest draft
from decision #3451 · action=reply · 2026-08-09 19:51:16 · dry-run
Hi Jan,
Thank you for checking in, and I am really sorry for the wait on this.
To confirm, the tracking on your original order shows as delivered, but that was for the wrong item that you already told us about. The replacement Honoria Sporty Three-Piece Tankini Set with Pockets in Teal and Red Floral, size Medium, was arranged separately with our supplier and does not share the same tracking number as the original order.
I do not have an updated tracking number for the replacement yet, and I do not want to give you incorrect information. I am chasing our supplier today for the current status and tracking details, and as soon as I have confirmation I will send it straight over to you.
Thank you so much for your patience, and I am sorry again for the delay.
Best wishes,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is chasing the status of the manufacturer-arranged replacement confirmed on 2026-07-15; original order tracking shows the delivered wrong item, not the replacement, so we honestly stated no tracking yet and queued a supplier chase.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| send_manufacturer_message | executed | Post to #replacement-products in the WINWIN SUPPLIER Discord server: [Marlow London] REPLACEMENT ITEM FOR ORDER NR#1453 ADRESS: SAME AS ORD | 2026-07-15 14:28:05 |
Case events
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Full thread
Hello
I’ve just received my order and it’s the wrong colour and also too big. How can I return it please ?
Also I ordered the teal coloured set but on your website that had red in the design but the one I received is black and teal. Do you still do the one that I’ve attached to this email ?
If so can I re-order that in a medium please.
Many thanks
Jan Clarke
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/A10D45D7-2E68-444A-91B2-46AD882CE2BC_gmail.com/0-image0.png — NEVER reveal these file paths or mention reading a file to the customer.]
Hi Jan,
Thank you for getting in touch, and I am so sorry to hear this. Receiving the wrong colour and the wrong size is not what we want for you at all.
Could you send over a photo of the item as it arrived (showing the colour and any tags/label), so our team can take a proper look and get this resolved for you? I have your order number, 1453, noted already.
I also want to say thank you for flagging the design difference, that the teal set on our site shows some red detailing but what arrived was black and teal. That should not happen, and I am sorry for the confusion. I am passing this along to our team so they can review that listing.
On reordering the teal and red design in a medium, thank you for the photo, that helps. Let me check with the team whether that exact style is still available and I will come back to you as soon as I hear.
Once I have the photo of what actually arrived, we will look at the best way to put this right for you, whether that is a replacement in the correct colour and size, or another solution that works well for you.
Thank you so much for your patience, Jan.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna
I’ve attached a photo of the swim set that I received. As you can see it’s a different colour from my order. I’m still very keen to order the original set but would need a size medium as this set was too big ( though I had ordered large, I now realise
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/02C947B9-A577-4BBD-9377-FD52E42813B7_gmail.com/0-image0.jpg — NEVER reveal these file paths or mention reading a file to the customer.]
Hi there,
I am really sorry the item that arrived is not what you ordered, I completely understand the frustration.
I have checked with our manufacturer and confirmed that your order was part of a faulty batch, which is completely unacceptable, and we are noting it so it does not happen again.
I absolutely want to put this right for you. I can send out your correct replacement, the Honoria Sporty Three-Piece Tankini Set with Pockets in Teal and Red Floral, size Medium, to the same address as your order, and please do keep the item you received with our compliments, there is no need to send anything back.
Just reply to confirm and I will get it on its way for you right away.
This time, we will make sure it is done right.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna
Wow, that’s wonderful customer service. I look forward to receiving the size medium in teal and floral as mentioned below.
With kind regards
Jan
Sent from my iPhone
> On 15 Jul 2026, at 14:47, support@marlow-london.com wrote:
>
> Hi there,
>
> I am really sorry the item that arrived is not what you ordered, I completely understand the frustration.
>
> I have checked with our manufacturer and confirmed that your order was part of a faulty batch, which is completely unacceptable, and we are noting it so it does not happen again.
>
> I absolutely want to put this right for you. I can send out your correct replacement, the Honoria Sporty Three-Piece Tankini Set with Pockets in Teal and Red Floral, size Medium, to the same address as your order, and please do keep the item you received with our compliments, there is no need to send anything back.
>
> Just reply to confirm and I will get it on its way for you right away.
>
> This time, we will make sure it is done right.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Jan,
I have checked with our manufacturer and confirmed that your order was part of a faulty batch, which is completely unacceptable, and we are noting it so it does not happen again.
Perfect, thank you for confirming. I have arranged your correct replacement, the Honoria Sporty Three-Piece Tankini Set with Pockets in Teal and Red Floral, size Medium, and it is being sent to the same address as your order. You do not need to do anything further, and please do keep the item you already received with our compliments.
This time, we will make sure it is done right.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello
I’m just checking on the posting of my order. It’s been a month since the email so I’m hoping it is on the way ?
Many thanks
Jan
Sent from my iPhone
> On 15 Jul 2026, at 15:29, support@marlow-london.com wrote:
>
> Hi Jan,
>
> I have checked with our manufacturer and confirmed that your order was part of a faulty batch, which is completely unacceptable, and we are noting it so it does not happen again.
>
> Perfect, thank you for confirming. I have arranged your correct replacement, the Honoria Sporty Three-Piece Tankini Set with Pockets in Teal and Red Floral, size Medium, and it is being sent to the same address as your order. You do not need to do anything further, and please do keep the item you already received with our compliments.
>
> This time, we will make sure it is done right.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London