Case #816 — Marlow London
lyndawrotham@aol.com · order 2584 · state imported · label none yet · rung 0
Facts
A quick update on your order #2584
open
not set
2026-07-24 10:14:35
—
2026-08-14 19:30:08
Engine shadow decision
| id | 882 |
|---|---|
| thread_key | <1464663854.1279520.1784887997180@mail.yahoo.com> |
| store_id | marlow |
| message_id | 5715 |
| case_id | 816 |
| 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 | 4152 |
| 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 21:52:08 |
Latest draft
from decision #3242 · action=reply · 2026-08-06 20:58:56 · dry-run
Hi Lynda,
Thank you for reaching out, and I'm sorry to hear the Edith Everyday Comfort Sleeve Tee is too short in the body, even though the fit is otherwise good.
Rather than going to the trouble of posting it back to us, I would much rather send you a different size completely free of charge. You would keep the one you already have with our compliments, and there is nothing to send back. That way we can try to get you the right fit.
Could you let me know which size you would like to try instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit-caused return request triggers RULE sizing-return-free-replacement-first, requiring a free size exchange offer before any refund discussion; explicit refund demand disqualifies auto-send.
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Full thread
Thank you so much for letting me know - very much appreciated.
With best wishes
Lynda Woods
On Friday 24 July 2026 at 10:05:45 BST, support@marlow-london.com <support@marlow-london.com> wrote:
Hi Lynda,
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=4PX3002999679707CN
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 Lynda,
You are very welcome, thank you for your kind words. If anything else comes up, please do not hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London
Good morning
I have received my order - order no as above, but unfortunately, despite being a good fit is too short in the body, therefore I would like to return the item.
Please can you advise how I can return the item and be provided with a refund.
Regards
Lynda Woods
I sent an email last week asking how I return my order, as the body was too short, it appeared much longer in the images on line than the one you have sent me.
Please can you let me know how to return this item.
Very many thanks.
Lynda Woods
Sent from AOL on Android
On Sun, 2 Aug 2026 at 5:35, Marlow-London<support@marlow-london.com> wrote:
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