Case #776 — Marlow London
daniel@mail.saq.net · order 2619 · state imported · label none yet · rung 0
Facts
A quick update on your order #2619
open
not set
2026-07-23 09:33:54
—
2026-08-14 19:30:08
Engine shadow decision
| id | 722 |
|---|---|
| thread_key | <fae483a4-7a8f-4b85-8b2d-061210a95449@mail.saq.net> |
| store_id | marlow |
| message_id | 5538 |
| case_id | 776 |
| 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 | Dear Margaret, Thank you for letting me know, and I am sorry the dress has turned out too big. I can completely understand the confusion, our sizing labels do not always line up with what people expect, and a Large being a size 12 does catch people out. I can see your order 2619 for the Yvonna Elegant Floral Midi Dress in Blush Pink, size L (12). Rather than going to the trouble of posting it b |
| agreed | 0 |
| latency_ms | 4170 |
| 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 21:40:25 |
Latest draft
from decision #3608 · action=reply · 2026-08-11 10:56:01 · dry-run
Dear Margaret,
Thank you for letting me know, and I am sorry the dress has turned out too big. I can completely understand the confusion, our sizing labels do not always line up with what people expect, and a Large being a size 12 does catch people out.
I can see your order 2619 for the Yvonna Elegant Floral Midi Dress in Blush Pink, size L (12).
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. You would keep the dress you already have with our compliments, and there is nothing to send back. That way you get the perfect fit without any of the hassle of a return.
Could you let me know which size you would like instead, so I can get that moving for you right away?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit is the stated reason for the return request, so RULE sizing-return-free-replacement-first applies: offer a free replacement in the correct size first, keep-it, no return, no refund mentioned, no escape clause.
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Full thread
Dear Anna
Thank you for your e-mail explaining the whereabouts of my order.
Unfortunately, it will be too late for the function for which I needed
the dress, which is August 1st, should it not arrive in 7 or 12 days! Is
there anything you can do to speed it up?
Thank you - Margaret Daniel
On 23/07/2026 10:00, support@marlow-london.com wrote:
> Hi Margaret,
>
> I wanted to reach out to you myself rather than leave you wondering. Because of some internal delays on our end and higher-than-usual demand, your order is taking a little longer to reach you than we'd like - and I'm sorry about that.
>
> Here's exactly where it is right now: it's been booked in with the carrier and is preparing to move. Based on where it is, expected arrival is about 7 to 12 days.
>
> You can follow it live here any time: https://marlow-london.com/apps/parcelpanel?nums=4PX3002999679738CN
>
> As a genuine apology for the wait, here's £15 off your next order - just use code STORECREDIT15 at checkout.
>
> Thank you so much for your patience - it's on its way, and we're keeping an eye on it from our side.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Margaret,
Thank you for writing back, and I am so sorry that timing is looking this tight for your event.
I have just checked the tracking again for order 2619, and I want to be honest with you rather than just say fingers crossed. Right now your parcel is still at the very first stage, information received, which means the courier has the parcel details but it has not yet been physically picked up and scanned. From this point our realistic window is about 7 to 12 days, which puts the likely arrival somewhere between the 27th of July and the 1st of August. That means there is a real chance it lands in time for your function, but I want to be upfront that it is genuinely close, and there is a chance it may not quite make it by the 1st.
On speeding it up, I wish I could tell you there is a way to fast track it once it is with the courier network, but I am keeping a close personal eye on your parcel and will come straight back to you the moment I see it move.
You can follow it yourself here as well: https://marlow-london.com/apps/parcelpanel?nums=4PX3002999679738CN
I am really sorry for the worry this is causing so close to your date. As an apology for the wait, please use the code STORECREDIT15 for money off your next order with us.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna (Customer care team)
Thank you for my dress, which eventually arrived. However. it is too
big. The choice of sizes was a little unusual - I ordered L (12) - I
did not know that Large was size 12. Size 12 is normaly Medium.
I wish to return the dress but have no information in the package
informing me of how to do this. Could you help, please?
Thank you for your attention.
Regards - Margaret Daniel
On 23/07/2026 10:00, support@marlow-london.com wrote:
> Hi Margaret,
>
> I wanted to reach out to you myself rather than leave you wondering. Because of some internal delays on our end and higher-than-usual demand, your order is taking a little longer to reach you than we'd like - and I'm sorry about that.
>
> Here's exactly where it is right now: it's been booked in with the carrier and is preparing to move. Based on where it is, expected arrival is about 7 to 12 days.
>
> You can follow it live here any time: https://marlow-london.com/apps/parcelpanel?nums=4PX3002999679738CN
>
> As a genuine apology for the wait, here's £15 off your next order - just use code STORECREDIT15 at checkout.
>
> Thank you so much for your patience - it's on its way, and we're keeping an eye on it from our side.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London