Case #551 — Marlow London
eloise.griffin@sky.com · order 2061 · state imported · label none yet · rung 0
Facts
New customer message on 16 July 2026 at 16:42
open
not set
2026-07-16 15:43:54
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1004 |
|---|---|
| thread_key | <E1020004-18C2CF84AFA0B57C-D79F7185@shopify.com> |
| store_id | marlow |
| message_id | 5846 |
| case_id | 551 |
| 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 | 3832 |
| 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 22:01:18 |
Latest draft
from decision #3712 · action=reply · 2026-08-12 11:04:47 · dry-run
Hi Eloise,
I am so sorry for the delay in getting back to you, and for leaving your email from the 9th unanswered until you had to chase us. That is not the standard we want for you.
I can see exactly what you have described: that the padding is visible through the fabric on the bikini top, and that the crossover section of the tankini top is misshapen so it will not sit flat, leaving it bunched up around the shoulders and underarms and uncomfortable to wear. I am sorry to hear this, especially as you said you really love the style.
To help us look into this properly, could you send a couple of photos of the padding and the crossover top so we can see exactly what you mean? Once I have those I will come straight back to you with the best way to put this right.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: First substantive reply to an unanswered Aug 9 quality-defect return request; Stage 1 intake per the PRODUCT PROBLEM/DEFECT script, apologising for the delay and requesting photos before offering a resolution.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Eloise Griffin
Email:
eloise.griffin@sky.com
Body:
I had confirmation that my order (number 2061) had been
shipped on the 11th, however it has not been received and
tracking information has not been updated. Can you update me in
relation to this?
Hi Eloise,
Thanks for reaching out, and sorry for the uncertainty around your order.
Good news, order 2061 has been processed and is on its way. Tracking doesn't always update in real time between courier scans, so it's completely normal for it to look quiet for a few days even though the parcel is moving. Because of the higher order volume from our current sale, shipping times have increased a little, and we estimate it to arrive within about 7 to 12 days from dispatch.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002973160672CN
If the tracking hasn't moved after a little while longer, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Good morning Anna,My order arrived safe and sound. Unfortunately, I am going to have to request a return for this order.Due to the colour of the fabric, you can clearly see the circle of padding in the bikini top. In addition, the cut of the tank-top has resulted in the crossover section being missformed and will not sit flat, and leaves the top being bunched up around the shoulders and underarms, which is uncomfortable. It's a shame as I really love this style and concept.I would be grateful if you would advise how I go about organising the return and refund.Many thanks,EloiseSent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 16/07/2026 16:44 (GMT+00:00) To: eloise.griffin@sky.com Subject: Re: New customer message on 16 July 2026 at 16:42 Hi Eloise,Thanks for reaching out, and sorry for the uncertainty around your order.Good news, order 2061 has been processed and is on its way. Tracking doesn't always update in real time between courier scans, so it's completely normal for it to look quiet for a few days even though the parcel is moving. Because of the higher order volume from our current sale, shipping times have increased a little, and we estimate it to arrive within about 7 to 12 days from dispatch.You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002973160672CNIf the tracking hasn't moved after a little while longer, just let us know and we'll be happy to look into it further for you.Warm regards,AnnaCustomer Care TeamMarlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Eloise GRIFFIN
Email:
eloise.griffin@sky.com
Body:
I sent an email on 9 August requesting to arrange a
return for my order and have had no reply. Please contact me
regarding this.
Many thanks,
Eloise
Good morning,I have still received no reply to my email of 9 August, or to my message submitted via your online form. Please contact me to arrange the return.Kind regards, EloiseSent from my Galaxy
-------- Original message --------From: "eloise.griffin" <eloise.griffin@sky.com> Date: 09/08/2026 10:57 (GMT+00:00) To: support@marlow-london.com Subject: Re: New customer message on 16 July 2026 at 16:42 Good morning Anna,My order arrived safe and sound. Unfortunately, I am going to have to request a return for this order.Due to the colour of the fabric, you can clearly see the circle of padding in the bikini top. In addition, the cut of the tank-top has resulted in the crossover section being missformed and will not sit flat, and leaves the top being bunched up around the shoulders and underarms, which is uncomfortable. It's a shame as I really love this style and concept.I would be grateful if you would advise how I go about organising the return and refund.Many thanks,EloiseSent from my Galaxy-------- Original message --------From: support@marlow-london.com Date: 16/07/2026 16:44 (GMT+00:00) To: eloise.griffin@sky.com Subject: Re: New customer message on 16 July 2026 at 16:42 Hi Eloise,Thanks for reaching out, and sorry for the uncertainty around your order.Good news, order 2061 has been processed and is on its way. Tracking doesn't always update in real time between courier scans, so it's completely normal for it to look quiet for a few days even though the parcel is moving. Because of the higher order volume from our current sale, shipping times have increased a little, and we estimate it to arrive within about 7 to 12 days from dispatch.You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002973160672CNIf the tracking hasn't moved after a little while longer, just let us know and we'll be happy to look into it further for you.Warm regards,AnnaCustomer Care TeamMarlow London