Case #725 — Marlow London

helen_manning@hotmail.co.uk · order 2045 · state imported · label none yet · rung 0

Facts

Subject

Order #2045

Thread status

open

SLA due

not set

Opened

2026-07-21 21:17:22

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	969
thread_key	<MRWPR02MB12163F3E8488A1D8AFF0005F0CBC22@MRWPR02MB12163.eurprd02.prod.outlook.com>
store_id	marlow
message_id	5806
case_id	725
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	3828
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 21:58:38

Latest draft

from decision #1930 · action=reply · 2026-07-28 11:48:06 · dry-run

Hi Helen, I'm so sorry - your order hasn't arrived in time for your holiday, and I completely understand your frustration. I can see your order #2045 (the Sporty Three-Piece Tankini Set in Teal and Red Floral) is on its way, but with our standard 8-12 day shipping window, it unfortunately won't make your trip this weekend. As an apology for the missed deadline, I'm arranging a 10% refund to your original payment method - it will land within 3-5 business days. When the set does arrive, it's yours to keep with no return shipping or hassle to worry about. You can follow the tracking here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002973160696CN I'm truly sorry it didn't make it in time. I hope your trip was still wonderful, and I hope you enjoy the set when it arrives. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Customer's holiday deadline has passed; order won't arrive in time. Offering pre-authorized 10% refund plus keep-it option per deadline-miss policy.

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Actions on this thread

Kind	Status	Preview	When
refund_percent	executed	Refund 10% of order #2045 = £4.00 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopify	2026-08-02 15:58:34
refund_percent	executed	Refund 10% of order #2045 = £4.00 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopify	2026-07-28 11:48:06

Case events

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Full thread

in helen_manning@hotmail.co.uk → support@marlow-london.com customer 2026-07-21 21:17:22

Hi, I've not received this order to date, is there an eta? The tracking status hasnt changed. I'm on holiday on this weekend. Please cancel the order if it won't arrive in time. Kind regards Helen Sent from Outlook for Android<https://aka.ms/AAb9ysg>

in helen_manning@hotmail.co.uk → support@marlow-london.com customer 2026-07-28 11:46:03

Hi, unfortunately the order has not arrived, please refund. Kind regards Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: MARLOW LONDON <support@marlow-london.com> Sent: Friday, 10 July 2026 16:20:02 To: helen_manning@hotmail.co.uk <helen_manning@hotmail.co.uk> Subject: Order #2045 confirmed [MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AACZNW2ncdTSO437JhhiLwwDxVrR7_ZYUxz_Mqp16P13shZbn1jQmQqGy035Iqqfs80ZwmYiis8bzqql7bawvzC1nCm_NLNgvmeQqg9OArZhF_Zu9jtlaUl4QV2L0nbiP2lg99ZGpBJLIzxcAQkqVw5iYUi7p3aBePc-gXhXCmPA_yP7gI7-OI3tWHiaChoehyv9O5lsOSxtEeAgUKr2LPAD-zabM7Zv4O9d0t-O959wXxZFB2EGdnVHqeRDvql3bkMU1r8vrQE3TPAiyPYGyy2j0TQuTPN6BbFxSGa0JojKCRAagVbG3-i3oQQat9R5obbAiOGA96d1zJextdb5qYu66A==> Order confirmed Thank you, Helen We're preparing your order with care. You'll get a shipping update as soon as it's on its way. A gift for you · £15 store credit STORECREDIT15 Use this code at checkout for £15 off your next order. Shop now<https://marlow-london.com/_t/c/v3/AABY54HoGn9JL0356e8OWbvn9Jti9lgEFJGVk-IyyDjLnD7OHixiO0E61_Zooen0zrLFFyqcWvkcjpp_PanfiTJft-tcqqmhEAghm_tJ8loyk0N1aB7CxqyTNZGuRRTztEZkL_oEftwlZwRKI7SdpCthUCiAGAa-E5STxxOSlTMz0kveJ6a1kCIQunWtvscZaPdk5DGXl7uv2VRDyioOCFsqitMUvmqat8UJIuMR-A8jJ58xxcbi5ggw9m4hArLS_h_Pz22ohQluRiA624J2wjqiocH5zcUPk6XPSewcPEJBqQV4aCqM7t4grL62w0JdOAPRzbejuJQ2RXaDlDJWWh4vqoc=> Order number #2045 Order summary HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 12 (L) Teal and Red Floral / UK 12 (L) · Qty 1 £39.95 Subtotal £39.95 Shipping £0.00 Total £39.95 Shipping to Helen Manning Cottam & Rhodes, Park Farm High Street S81 8EW Blyth Worksop United Kingdom Payment Shopify payments View order<https://marlow-london.com/_t/c/v3/AADtYFaKhqBaKNDrCuh6d_ecW4EubYfW3kMcmgtFM5GjfS-sRPhwSap-kdhMIJLbCmlJYuB7DZI7p-S44IJwSEpN7hsGAqqqxJXsP6cenNA-sQvMh-R7fTkEQcE7ikKN8oDuklbMpR1QDc2mnQwA2VNdKir1GC1rzTpxob0CQNm2SnJI_ZqU-nu_NdrNsxlsUpvxRjn9IairL9JBSgGTwBBpQU_5d-uvCMNEJlxtqYJ5d4PolQZlOvK2qCHBNzipL3t9ZFU9EEKROY08_upm0rOZZ3buXUFOBqqhkhpN7KH3hrfSdmfLfCPus4XVS7ZaPz-dJehe_jfRF6dGdA1nlaaiLJHhENdLExQ5HZR8eO8qhhJe46C4fEXeKPfM0vRIoiN6RudrJ4jIVS3lNc23u1H2gG3KgkBGg5_btLWO2b5whzfivbEh_Np28I3751hOomOsAEH62uvz15yljUslQP9QEsABBg2gLfegFnYGKmUmMalvr6EgIlWcC3rL9oqQY08SUAkxBQdSCeuMjGgFigs0XXjJWjaZg-a-l4f-x008VbHcHRdqRzTPRSv_IX6Uk-wf2zpzHluJbhZ3hS1tuzK6uKxTgSED2Sulb8xBPOZZK7w_YbGbREOECIpyLEL7iS6Oeiv1nqSDCiMKN-vJoXTI-Vj88i-7KSviI0Pu5Oy5iJn-pKlSJLOVuu-fJ51jpthgk4XP38uDdEL93QYSIlw5Qjk3l_ohoMVV5EHAIt43Y8aP1Vy3_WaF2hd3eTsqT0GEAu2N9cQ30_9Cu5k8gxWci89aQ5Rkq-wn3N72Uwn7EXgq2vXacSc2g7H4nkghAeoxfHQOn04nc_QTxAlwzYZEjPj6aOMI3Nh0ii8Pr2_E7yOxmm7zAmOTd1ylT-Ld7jvB1qT1_E6nsG63zwcgdwEEAx2FZzSjHl-RPmy0ArjR0HKqXxBAfjHZVIU8LiQLOmyLfcJyJJzOb_1ZZX7Y-gcFHibEetjDhhhlILeIgzPlnF3oqBx1rhRzQeBMee-ar7PTl2OVjzLbHntnmNppW2PArWcmS0FJcevlu1-jG7RK_9uCy0PFS825fZs5JOW96flWuqPRwbrvcwiF7g17PL1VrskGK1Z2ouRU9YxPKWoHhT0OGoG2Yf5P8Q5LVodrieIZ_7WOnaXVvFPKtuy-ba9zuwezqXomiizs8DqYQHLPA9Vz5024noDgPYE8Rv2fa6HJf4cWaK1SVsSxRK6EBEyj6eGfmcwjv-dzE_D8Y0t8x40D4TTNYFliVU5oi3KZM31xeOZBXGrC0nwWm-tnvlmZr2k_UFdjXDY4T06L3bSjUcv0J5XE7MqkN0F90m3dxL31c0OnLmau_KwGJKKih7QDBdxIbbrxK2i3hQo5zz9IEnR3C5IhrR2euZDpz_buogyA3Hu1WVWFkO4mwxI7CA0W43ML-e1cIid4fnRGLVvQ00tDTU_324eFvGLIgorSvpX-L-NzQ0NkUWt3FbcQvnKMF4zVMnOmev8rhH0qDknm0uClN8usmL-1HEpPUpYP-WO_sfJVbEP7lYeedRec8LG_yj-GDmaNo2A=> Follow us Facebook<https://marlow-london.com/_t/c/v3/AABCo7aLHfcBtzVpMe0istseeltoVFj2U10kMJrac8zAk-ilpQEsrcICvsL9LGgRIHbFwmNd1Xyd2K9Mk6SC2Ve5er5aJM6OcSY3RTjk_astdtlnfXbBofpk244fIj1BEzK28EtnapkK9r7GqQLbd4GFb3wo8xVp72K7VnSdeDRvlz-zlKSUoaZPuwZGsE3a0dt1ygkJbEU0CoGpCO7HKMFUrv7Awj6yWSTSOsN1zMhN95E1_sqThFalT8zTbI6MpjVhLZzG-INMF1gDueV7jxzzNm7i4dzB8kCmBBhCvXbDLE6pJlzUjHlMHLIpIgGbDkIFf2DN_GSlmCM=>

out support@marlow-london.com → helen_manning@hotmail.co.uk tool 2026-07-29 13:06:52

in helen_manning@hotmail.co.uk → support@marlow-london.com customer 2026-08-10 08:02:42

Hi, the item has finally arrived, but I would like to return it please. Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 29 July 2026 14:06:49 To: helen_manning@hotmail.co.uk <helen_manning@hotmail.co.uk> Subject: Re: Order #2045 confirmed Hi Helen, I'm so sorry - your order hasn't arrived in time for your holiday, and I completely understand your frustration. I can see your order #2045 (the Sporty Three-Piece Tankini Set in Teal and Red Floral) is on its way, but with our standard 8-12 day shipping window, it unfortunately won't make your trip this weekend. As an apology for the missed deadline, I'm arranging a 10% refund to your original payment method - it will land within 3-5 business days. When the set does arrive, it's yours to keep with no return shipping or hassle to worry about. You can follow the tracking here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002973160696CN I'm truly sorry it didn't make it in time. I hope your trip was still wonderful, and I hope you enjoy the set when it arrives. Warm regards, Anna Customer Care Team Marlow London

in helen_manning@hotmail.co.uk → support@marlow-london.com customer 2026-08-13 19:55:20

Please advise how to return the item. Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: Helen Manning <helen_manning@hotmail.co.uk> Sent: Monday, 10 August 2026 09:02:34 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: Order #2045 confirmed Hi, the item has finally arrived, but I would like to return it please. Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 29 July 2026 14:06:49 To: helen_manning@hotmail.co.uk <helen_manning@hotmail.co.uk> Subject: Re: Order #2045 confirmed Hi Helen, I'm so sorry - your order hasn't arrived in time for your holiday, and I completely understand your frustration. I can see your order #2045 (the Sporty Three-Piece Tankini Set in Teal and Red Floral) is on its way, but with our standard 8-12 day shipping window, it unfortunately won't make your trip this weekend. As an apology for the missed deadline, I'm arranging a 10% refund to your original payment method - it will land within 3-5 business days. When the set does arrive, it's yours to keep with no return shipping or hassle to worry about. You can follow the tracking here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002973160696CN I'm truly sorry it didn't make it in time. I hope your trip was still wonderful, and I hope you enjoy the set when it arrives. Warm regards, Anna Customer Care Team Marlow London