Case #887 — Marlow London
nugett79@yahoo.co.uk · order 2766 · state imported · label none yet · rung 0
Facts
New customer message on 26 July 2026 at 13:54
open
not set
2026-07-26 12:55:41
—
2026-08-14 19:30:08
Engine shadow decision
| id | 961 |
|---|---|
| thread_key | <E1020004-18C5D828D1CBA54A-E77756F8@shopify.com> |
| store_id | marlow |
| message_id | 5798 |
| case_id | 887 |
| 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 Ellen, I am so sorry for the delay in getting this moving for you. Thank you for confirming, I am processing your 30% cashback to your original payment method now, and it should land within 3 to 5 business days. You keep the tote, there is nothing to send back. Warm regards, Anna Customer Care Team Marlow London [refund_percent] Refund 30% of order #2766 = £16.48 (order total £54.95, already |
| agreed | 0 |
| latency_ms | 3846 |
| 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 21:58:04 |
Latest draft
from decision #3844 · action=reply · 2026-08-13 17:47:39 · dry-run
Hi Ellen,
I am so sorry for the delay in getting this moving for you. Thank you for confirming, I am processing your 30% cashback to your original payment method now, and it should land within 3 to 5 business days. You keep the tote, there is nothing to send back.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer confirmed the 30% keep-it cashback offer on 2026-08-04 and is now chasing it; confirming processing (not yet claiming it's done) and attaching the refund_percent action for the operator to execute.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 30% of order #2766 = £16.48 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method (shopif | 2026-08-13 17:47:39 |
| refund_percent | proposed | Refund 30% of order #2766 = £16.48 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method (shopif | 2026-08-04 14:22:35 |
Case events
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ellen Douglas
Email:
nugett79@yahoo.co.uk
Body:
#2766 Hi has my order been dispatched please
Hi there,
Good news, order 2766 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620200700583166
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
❤️
Thanku for such a quick response
Sent from Yahoo Mail for iPhone
On Sunday, July 26, 2026, 1:56 pm, support@marlow-london.com wrote:
Hi there,
Good news, order 2766 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620200700583166
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
You're very welcome! We're always here to help, so feel free to reach out if you have any questions about your order.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ellen Douglas
Email:
nugett79@yahoo.co.uk
Body:
2766 Order number
Would like refund please
Hi Ellen,
Thanks for letting me know. Order 2766 has already left and is moving through transit, so I'm not able to stop or cancel it at this stage.
I don't want to leave you without an option though: I can send 30% of what you paid straight back to your original payment method, and you keep the tote once it arrives, no need to send anything back. Would you like me to go ahead with that?
Warm regards,
Anna
Customer Care Team
Marlow London
It’s arrived today would like to return please for full refund
Sent from Yahoo Mail for iPhone
On Monday, August 3, 2026, 2:41 pm, support@marlow-london.com wrote:
Hi Ellen,
Thanks for letting me know. Order 2766 has already left and is moving through transit, so I'm not able to stop or cancel it at this stage.
I don't want to leave you without an option though: I can send 30% of what you paid straight back to your original payment method, and you keep the tote once it arrives, no need to send anything back. Would you like me to go ahead with that?
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Ellen,
Understood, thank you for confirming it's landed. Rather than a return, I can send 30% of what you paid straight back to your original payment method, and you keep the tote - nothing to post back. Would you like me to go ahead with that?
Warm regards,
Anna
Customer Care Team
Marlow London
Yes please thanku
Sent from Yahoo Mail for iPhone
On Monday, August 3, 2026, 3:00 pm, support@marlow-london.com wrote:
Hi Ellen,
Understood, thank you for confirming it's landed. Rather than a return, I can send 30% of what you paid straight back to your original payment method, and you keep the tote - nothing to post back. Would you like me to go ahead with that?
Warm regards,
Anna
Customer Care Team
Marlow London
2766 Where is my refund please With thanks Douglas
Sent from Yahoo Mail for iPhone