Case #563 — Marlow London
elizabethjhassall63@gmail.com · order 2476 · state imported · label none yet · rung 0
Facts
New customer message on 16 July 2026 at 23:23
open
not set
2026-07-16 22:24:13
—
2026-08-14 19:30:08
Engine shadow decision
| id | 687 |
|---|---|
| thread_key | <E1020004-18C2E564DEB60537-DB2A59FF@shopify.com> |
| store_id | marlow |
| message_id | 5498 |
| case_id | 563 |
| 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 Elizabeth, I am so sorry. This should never have taken three emails to hear back from us, and I completely understand your frustration, that is not the experience we want for you at all. Please accept my sincere apologies for leaving you waiting. I can see your order #2476, the Eris Everyday Comfort Dress in Medium, and I am sorry the size was not right, especially after we recommended Medium |
| agreed | 0 |
| latency_ms | 3857 |
| 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 21:37:50 |
Latest draft
from decision #3574 · action=reply · 2026-08-11 06:14:38 · dry-run
Hi Elizabeth,
I am so sorry. This should never have taken three emails to hear back from us, and I completely understand your frustration, that is not the experience we want for you at all. Please accept my sincere apologies for leaving you waiting.
I can see your order #2476, the Eris Everyday Comfort Dress in Medium, and I am sorry the size was not right, especially after we recommended Medium to you ourselves when you first wrote in.
Rather than going to the trouble of posting it back to us, I would much rather send you a free replacement in a different size, at no cost to you. You would keep the dress you already have with our compliments, and there is nothing to send back.
Given what you told us about your measurements, a Small may well be the better fit this time, but please just let me know which size you would like and I will get it on its way to you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: No-fault sizing return, third unanswered chase and a complaint threat, so applying Rung 1 of the operator's canonical four-rung ladder (free replacement, correct size, keep item, no return label) while owning the repeated silence; needs human review given the frustration and threat.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Elizabeth Hassall
Email:
elizabethjhassall63@gmail.com
Body:
Could you explain how sizing works on everyday dresses
please? I am size 10 sometimes 12 in uk and 5 Foot 8 inches tall
.would small be comfortable? Thank you .
Elizabeth
Hi Elizabeth,
Thanks for getting in touch, and what a great question.
Our everyday dresses do tend to run a little small, so if you are a UK 10, sometimes 12, we would generally recommend going with a Medium rather than a Small, especially given your height of 5 foot 8, as the extra length and room through the body will sit more comfortably rather than feeling snug.
Each product page also has its own size chart with exact measurements, so it is always worth checking that against your own measurements before ordering, since fit can vary slightly style to style.
If you let me know your bust, waist and hip measurements, I would be happy to recommend the exact size for a specific dress you have in mind.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna
My order for a dress in a medium arrived today. It is way too big and I want to return. I am a new customer . What do I do to return please?
Many thanks
Kind Regards
Elizabeth Hassall
> On 16 Jul 2026, at 23:24, support@marlow-london.com wrote:
>
> Hi Elizabeth,
>
> Thanks for getting in touch, and what a great question.
>
> Our everyday dresses do tend to run a little small, so if you are a UK 10, sometimes 12, we would generally recommend going with a Medium rather than a Small, especially given your height of 5 foot 8, as the extra length and room through the body will sit more comfortably rather than feeling snug.
>
> Each product page also has its own size chart with exact measurements, so it is always worth checking that against your own measurements before ordering, since fit can vary slightly style to style.
>
> If you let me know your bust, waist and hip measurements, I would be happy to recommend the exact size for a specific dress you have in mind.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Elizabeth Hassall
Email:
elizabethjhassall63@gmail.com
Body:
I ordered a dress from you and on your customer services
recommendation ordered a medium . It is way too big. How do I
return please? Can you send me a return label
Many thanks Elizabeth
Dear support
I am a first time customer and took email advice on sizing from Anna in your business. The dress I ordered was massively too big and not as described. I would like to return and get a refund.
I am struggling to get through to you and that will not be good on reputation.
Please contact me with a return label .
Many thanks .
Kind Regards
Elizabeth Hassall
Dear Support.
This is my third time contacting you to request a return label .I bought a dress in medium which is too big.I want to return after delivery to Woodlands, Hall Lane,Broxton,Chester CH3 9JE .
.
Can I have the return label by return failing which I will be making a complaint .
Many Thanks
Elizabeth Hassall