Case #921 — Marlow London
karenwhitehead28@gmail.com · order 2735 · state imported · label none yet · rung 0
Facts
A shipment from order #2735 is on the way
open
not set
2026-07-27 09:05:44
—
2026-08-14 19:30:08
Engine shadow decision
| id | 492 |
|---|---|
| thread_key | <CAN9miP92Vw0NUcVo69GBMWX2RR_xXiFyvaidDNW74mXncTd7Xw@mail.gmail.com> |
| store_id | marlow |
| message_id | 5240 |
| case_id | 921 |
| 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 Karen, Thank you for your message, and I'm sorry for the wait - I can see you've been in touch about this a couple of times already. I'm sorry to hear the sandals from order #2735 (Winsome Orthopedic Sandals) don't fit as expected. Rather than the hassle of sending them back to us, I'd much rather send you a free replacement pair in a different size. You'd keep t |
| agreed | 0 |
| latency_ms | 4074 |
| 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 21:23:28 |
Latest draft
from decision #3382 · action=reply · 2026-08-08 16:34:50 · dry-run
Hi Karen,
Thank you for your message, and I'm sorry for the wait - I can see you've been in touch about this a couple of times already.
I'm sorry to hear the sandals from order #2735 (Winsome Orthopedic Sandals) don't fit as expected. Rather than the hassle of sending them back to us, I'd much rather send you a free replacement pair in a different size. You'd keep the pair you already have with our compliments, and there's nothing to send back.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer's stated reason for the return is sizing/fit, so RULE sizing-return-free-replacement-first (STEP 1) applies: offer only a free replacement in a correct size, no refund mention, no fee (RULE no-shipping-fee-ever), citing the single order #2735 per ASSUME THE ORDER. Addressed by name per RULE address-the-customer-by-name. Not auto-sent because her message explicitly asks to return the item, which fails the size_exchange auto-send gate's no-return/refund-demand criterion, and she reports p
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Full thread
Hello just wondering if you have my full adress?
1a Elm Cottages
Woolton Hill
Newbury
RG20 9TH.
On Tue, 21 Jul 2026, 15:00 MARLOW LONDON, <support@marlow-london.com> wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AACyW1aPPy12p9Wak1kxDw3r3eir_vrOD9RwEqnc3HECkLNyLsPwjGRvyUnLWCACFnPTLLYVpdbc00w_vbEADU-cMuCw0__GQJyJek7ILnmpJ564IaYckvLgb9yZPXQ2Dmq7tXvEQ2wcZTyuEOv3KDZbhGRAQaWM2_ZBFHxIH4T09Fa5hzGTKbabC7EpGEqsRueX2q_arsjJNRdFlAjSSP7QOSW8ednC7658PcGZO2xZWBVB1jcgcQnSzAGsaKX4W05ERFJH05xs-WTxbnC32L2pa7zzfrALyWgcR807KZgWe0HD9_fpt6_UAQfj-sewbl7StVpHnl9qHRMaSMkWotnpvw==>
>
>
>
> Shipped
> On its way, Karen
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> 4PX3003002695479CN
>
> Carrier: Other
> Track now
> <https://marlow-london.com/_t/c/v3/AAAL8SDBT7oX1yYIb97vs9QHfrhK0V_ZwwLU__aacTs0WDm1sKInMpkuRm59kJ8jIn9-Ry1Hv16zYNk5MGr_unUtge0h6QuaiB6x2qNfbhVq1WavhONedTQkSFzuD0h4uoEjppsOmUQHJA-yQnPFM5ieK4UqDIQZ3dzVfJENBu3FKg8o3IiGxdRFF_BWBA8Odgv5T-PePvHwDln-u1HOippLEd_0s3S9HtcYVH4bHFaCf1VSsrxpirw_IRIVknNOimPe_Aa7iJR4Nd0Z5gZOquIZcWJRp7fINHxstxpcMD6yR4QLBUwL_x7FMQ46LD6g4ewLOs5Kx9G9kvgFVSUY5MVWsCVms0U2ovUG7c7EYEaZkpMBxQ==>
>
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order at marlow-london.com
> <https://marlow-london.com/_t/c/v3/AABWRhfgD_wDy3tD0G9v4kJkEC0dm5I5VAm5Q20m_HC2qTT2Rsto9B2CRb7ziTBQiVhp4070Cnhr9UJi6nEbcvxhCc7nJywGw7NEKyUVMdC1GLaxBz-2TKEdYzaYAxaOwO7Ha9-TOno7pskk3SNHPhNJ5ZlW6i7j8N_74C7XGQ_Vzb6Yg6Wzk24EpISvU_NICZQgY7rRhpeI2ME8mT3npA9M25zfoOdwv_fN_brZhZqugXlZ_S0HX_67O2RNR7jetNlj5sLu9s3lBmdVE-OpDC_EMRAIsN1Ee8aAmSrcmt5owqiqLg1xGD8VBkmN3qB4WSQvqzRhkwbN1khbFjZIbjM6oQ4=>
> .
>
> Items shipped
> Winsome | Orthopedic Sandals - Beige / 5 · Beige / 5 · Qty 1
>
> Order number
>
> #2735
>
> Shipping to
>
> Karen Whitehead
> NEWBURY, United Kingdom
>
> Questions about your delivery? Reply to this email and we'll help right
> away.
>
>
> Follow us
> Facebook
> <https://marlow-london.com/_t/c/v3/AAD0gW72f-vYqXT8gwYpN2VY2-7brd2JSEism3gLGo35I4RAqfkMS1fBaCqxsZkGpEo0Wu2Wrq_czntlDa2uD8Jn-gdVejEA0aP2_0g4R8hLf9A7uucuKEfPT36ajuCX-iO0QuVnvVGinnV6vnWX6BJy5vMzvCTh7OOJ5JQWZWV63N_ZTNB1LvVduv3B8Of8pG8jaA58muD-sGtzyl6NqbKx8RoAuYP-c8fMSQV2zFc7RDWYWzkYx8I2c2xw2hSZwnuW8diHxNHOF9Sz3CcQoDcQU6uMtko7Ky3MJmkzyzc-iXkSivE2MBA3CUg3ttMGI9JkYJaA3aqiEso=>
>
Also when I try to track I get this.
On Mon, 27 Jul 2026, 10:04 karen whitehead, <karenwhitehead28@gmail.com>
wrote:
> Hello just wondering if you have my full adress?
> 1a Elm Cottages
> Woolton Hill
> Newbury
> RG20 9TH.
>
> On Tue, 21 Jul 2026, 15:00 MARLOW LONDON, <support@marlow-london.com>
> wrote:
>
>> [image: MARLOW LONDON]
>> <https://marlow-london.com/_t/c/v3/AACyW1aPPy12p9Wak1kxDw3r3eir_vrOD9RwEqnc3HECkLNyLsPwjGRvyUnLWCACFnPTLLYVpdbc00w_vbEADU-cMuCw0__GQJyJek7ILnmpJ564IaYckvLgb9yZPXQ2Dmq7tXvEQ2wcZTyuEOv3KDZbhGRAQaWM2_ZBFHxIH4T09Fa5hzGTKbabC7EpGEqsRueX2q_arsjJNRdFlAjSSP7QOSW8ednC7658PcGZO2xZWBVB1jcgcQnSzAGsaKX4W05ERFJH05xs-WTxbnC32L2pa7zzfrALyWgcR807KZgWe0HD9_fpt6_UAQfj-sewbl7StVpHnl9qHRMaSMkWotnpvw==>
>>
>>
>>
>> Shipped
>> On its way, Karen
>>
>> Your order has left our boutique. Track your package below to see when
>> it'll arrive.
>>
>> Tracking number
>>
>> 4PX3003002695479CN
>>
>> Carrier: Other
>> Track now
>> <https://marlow-london.com/_t/c/v3/AAAL8SDBT7oX1yYIb97vs9QHfrhK0V_ZwwLU__aacTs0WDm1sKInMpkuRm59kJ8jIn9-Ry1Hv16zYNk5MGr_unUtge0h6QuaiB6x2qNfbhVq1WavhONedTQkSFzuD0h4uoEjppsOmUQHJA-yQnPFM5ieK4UqDIQZ3dzVfJENBu3FKg8o3IiGxdRFF_BWBA8Odgv5T-PePvHwDln-u1HOippLEd_0s3S9HtcYVH4bHFaCf1VSsrxpirw_IRIVknNOimPe_Aa7iJR4Nd0Z5gZOquIZcWJRp7fINHxstxpcMD6yR4QLBUwL_x7FMQ46LD6g4ewLOs5Kx9G9kvgFVSUY5MVWsCVms0U2ovUG7c7EYEaZkpMBxQ==>
>>
>> A gift for you · £15 store credit
>>
>> STORECREDIT15
>>
>> Use this code at checkout for £15 off your next order at
>> marlow-london.com
>> <https://marlow-london.com/_t/c/v3/AABWRhfgD_wDy3tD0G9v4kJkEC0dm5I5VAm5Q20m_HC2qTT2Rsto9B2CRb7ziTBQiVhp4070Cnhr9UJi6nEbcvxhCc7nJywGw7NEKyUVMdC1GLaxBz-2TKEdYzaYAxaOwO7Ha9-TOno7pskk3SNHPhNJ5ZlW6i7j8N_74C7XGQ_Vzb6Yg6Wzk24EpISvU_NICZQgY7rRhpeI2ME8mT3npA9M25zfoOdwv_fN_brZhZqugXlZ_S0HX_67O2RNR7jetNlj5sLu9s3lBmdVE-OpDC_EMRAIsN1Ee8aAmSrcmt5owqiqLg1xGD8VBkmN3qB4WSQvqzRhkwbN1khbFjZIbjM6oQ4=>
>> .
>>
>> Items shipped
>> Winsome | Orthopedic Sandals - Beige / 5 · Beige / 5 · Qty 1
>>
>> Order number
>>
>> #2735
>>
>> Shipping to
>>
>> Karen Whitehead
>> NEWBURY, United Kingdom
>>
>> Questions about your delivery? Reply to this email and we'll help right
>> away.
>>
>>
>> Follow us
>> Facebook
>> <https://marlow-london.com/_t/c/v3/AAD0gW72f-vYqXT8gwYpN2VY2-7brd2JSEism3gLGo35I4RAqfkMS1fBaCqxsZkGpEo0Wu2Wrq_czntlDa2uD8Jn-gdVejEA0aP2_0g4R8hLf9A7uucuKEfPT36ajuCX-iO0QuVnvVGinnV6vnWX6BJy5vMzvCTh7OOJ5JQWZWV63N_ZTNB1LvVduv3B8Of8pG8jaA58muD-sGtzyl6NqbKx8RoAuYP-c8fMSQV2zFc7RDWYWzkYx8I2c2xw2hSZwnuW8diHxNHOF9Sz3CcQoDcQU6uMtko7Ky3MJmkzyzc-iXkSivE2MBA3CUg3ttMGI9JkYJaA3aqiEso=>
>>
>
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CAN9miP-v7wdEZgRytRw_0RAcmWcFQjRJrmbpFMwS5OByZBiPfA_mail.gmail.com/0-1000053901.jpg — NEVER reveal these file paths or mention reading a file to the customer.]
Hi there,
Thanks for confirming your address. Good news - your order #2735 has already left us and is on its way to you.
I can see you tried to track using the tracking number, but the easiest way is to use this direct link instead:
https://marlow-london.com/apps/parcelpanel?nums=4PX3003002695479CN
Right now the tracking shows it's at the information received stage - that's completely normal for the first stage with international parcels. It typically stays here for a few days while the courier prepares for pickup, then you'll see it start moving. We estimate it should arrive within about 8 to 12 days from now.
If the tracking still isn't showing updates after a week or so, just let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Ok thats great thanks.
On Wed, 29 Jul 2026, 13:10 , <support@marlow-london.com> wrote:
> Hi there,
>
> Thanks for confirming your address. Good news - your order #2735 has
> already left us and is on its way to you.
>
> I can see you tried to track using the tracking number, but the easiest
> way is to use this direct link instead:
>
> https://marlow-london.com/apps/parcelpanel?nums=4PX3003002695479CN
>
> Right now the tracking shows it's at the information received stage -
> that's completely normal for the first stage with international parcels. It
> typically stays here for a few days while the courier prepares for pickup,
> then you'll see it start moving. We estimate it should arrive within about
> 8 to 12 days from now.
>
> If the tracking still isn't showing updates after a week or so, just let
> me know and I'll look into it further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Brilliant, glad we could help! Your parcel is on its way, and we hope you enjoy it when it arrives. If you have any questions in the meantime, just let us know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello please can I return a pair of shoes that I ordered. They
unfortunately don't fit well. Thanks in advance. Kind regards Karen
Whitehead.
Please could I return the shoes. They did not fit. Thanks Karen.
Hello I received the shoes unfortunately they dont fit. I would like to
return them please. I have already sent a couple of other requests. Hope
you can help. Many thanks. Karen.
On Wed, 29 Jul 2026, 15:08 , <support@marlow-london.com> wrote:
> Brilliant, glad we could help! Your parcel is on its way, and we hope you
> enjoy it when it arrives. If you have any questions in the meantime, just
> let us know.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>