Case #960 — Marlow London
meganlilylennie@gmail.com · order 3344 · state imported · label none yet · rung 0
Facts
A shipment from order #3344 is on the way
open
not set
2026-07-27 21:41:02
—
2026-08-14 19:30:08
Engine shadow decision
| id | 508 |
|---|---|
| thread_key | <CAFk48iBaCrrv5onKjHwZwS20aM0C=RBZgP5Pn0bMTJ-mM49-ww@mail.gmail.com> |
| store_id | marlow |
| message_id | 5258 |
| case_id | 960 |
| 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 Megan, Thank you for letting me know, and I'm sorry to hear that. I can see your order #3344 for the Longchamp Le Pliage Tote in Burgundy. Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in the correct size. You'd keep the one you already have with our compliments, and there's nothing to send back. That way you'll |
| agreed | 0 |
| latency_ms | 3867 |
| 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 21:24:37 |
Latest draft
from decision #3398 · action=reply · 2026-08-08 21:38:35 · dry-run
Hi Megan,
Thank you for letting me know, and I'm sorry to hear that. I can see your order #3344 for the Longchamp Le Pliage Tote in Burgundy.
Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in the correct size. You'd keep the one you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Just let me know if a large is what you'd like, and I'll get that moving for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing complaint on a delivered item — applying the locked free-replacement-first script (RULE sizing-return-free-replacement-first), no fee, no refund mention, offer only, cites the resolved order.
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Full thread
Hello could I have an estimate of when my bag will arrive please
On Mon, 27 Jul 2026, 09:19 MARLOW LONDON, <support@marlow-london.com> wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AACnedQWyNsydJI1PtuCOQGeSfMwC6_7T1cfAKOxmT4I05wHDNQS2Q6HmrMfN_Ey7Wkqpa1ZTbTuvWLz4ulcKQOdTef9HiecvDlDCdhMS5UVlPRLZmb_ZnD0tPv79YIIFsWkh_AhpAsw_Mg_tyaRAaNZHEIfO04kYhwmTnz6Jqirnwqbw5TyVQiC2M_KLp6-E2qSLAdc2Pks2dvWGlFPz67iwqTeF6i9x3HgJMSo1b3mCfKbCrx8PPgBCSP0rJwWM3lg-E5DgI44AcNEsVNhkQpE08dBF2Hn-vGSc5g9hGCIVGYTM5ibIDmA_kbiopUkeFnnE96qvlwT3Z_nxfpMSJTEXw==>
>
>
>
> Shipped
> On its way, Megan
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> UL364417375YP
>
> Carrier: Other
> Track now
> <https://marlow-london.com/_t/c/v3/AAC3Thg9uv_d_Z3t8QCDxCXqAR52LfAjXRwygiVQU2P6FHFJcy9s-wZpT2CUPz5vAPjeq4xJSjrpm-F1InFjzptQt91JcI9eUpQJ0S1GQu4OFobiQFsav5SwJd7rrMC8LfT9Jn61kEcjRmT2OdWKYXo8mTylff43JxcHyJ3VIbt3_g04FUmGq_kapKC-sFwFeYxR4wC7hCS-jLcU_GXixaOtOhWmJ4tzK66LKGovs0hAJzmEsuO75d7jp3bHtjog4PE5TbBZgDqwI0HedKYfQm8l7Hv7v3mEOnRYhA-VuzJJhNOi4n53gckW7V2uZU6vFXsM--EZ6xGzyu82YSY3nOn36vA_L3JOpzw7nyNFWHLCzOCn6g==>
>
> 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/AABs75Gtr0olgfSPPLmnMQM3OwSXOc3Nf0fjduSITNVwbgxccQcTJ4_p4kZJDv65e_0q-PmWX_y1FttyEezOoWWD8Vh-HLq-Htd7Ri3CJt-XHrSX7RvZFXtnGaZM77pbr8rEyP_ehsAvAJfjdY_qLeoRogPZiwPA-PWd0TDPHuZVUM-U3MISiuY-0Fpy_6OSFZwo0-J9_NbvowG58qXgimU8zJWaUv0uCzgRCKNVfWX8_vjKT3gfxuJOT7vyQqN8yJWFcj0Cvr7PEHOOahiOSCR1R7-xU-biJ2CSsoy8-P6b7g_EFMy0eDTQ6EZkG371jNzPm0A985lXmXhEq0ENdXcrnfk=>
> .
>
> Items shipped
> LONGCHAMP LE PLIAGE TOTE - BURGUNDY - Burgundy · Burgundy · Qty 1
>
> Order number
>
> #3344
>
> Shipping to
>
> Megan Lennie
> Denton, 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/AADNbpwMRDxqxrxLXxTXebo_WoFMoxtLeezyKYfe9KoXtF7K5LJPICIEGhTHeY2E1ttGR4jK6pFpPkO67byhfwVFsd4vQxHGHW8N-LAzESyTu8KYRmotpBS9YxlfLwczCAqrpcNdyzoryOSjIn8VthGMFdnIh3ZHxwXEHXfhoK8VOWilf7aDnovkA4yEWC_0v51Z_GBf05kSE2_vHOwGB4NfI6OYWW5tNzLlFqTYWRlnO_wb_hdzGoamPlHdpAFMDXN0vVPzcx-g6xGK5adZV1Y71q9XzjnjFquSNMhuQDQSlVcB5cmw4eTOz3zP2tHFuWVKFE4mhQSBEpQ=>
>
Hi there,
Good news, your order is on its way! Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your bag to you as fast as possible. Right now we estimate it will arrive within about 7 to 12 days.
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Do you have a date?
On Mon, 27 Jul 2026, 22:39 Megan Lennie, <meganlilylennie@gmail.com> wrote:
> Hello could I have an estimate of when my bag will arrive please
>
>
> On Mon, 27 Jul 2026, 09:19 MARLOW LONDON, <support@marlow-london.com>
> wrote:
>
>> [image: MARLOW LONDON]
>> <https://marlow-london.com/_t/c/v3/AACnedQWyNsydJI1PtuCOQGeSfMwC6_7T1cfAKOxmT4I05wHDNQS2Q6HmrMfN_Ey7Wkqpa1ZTbTuvWLz4ulcKQOdTef9HiecvDlDCdhMS5UVlPRLZmb_ZnD0tPv79YIIFsWkh_AhpAsw_Mg_tyaRAaNZHEIfO04kYhwmTnz6Jqirnwqbw5TyVQiC2M_KLp6-E2qSLAdc2Pks2dvWGlFPz67iwqTeF6i9x3HgJMSo1b3mCfKbCrx8PPgBCSP0rJwWM3lg-E5DgI44AcNEsVNhkQpE08dBF2Hn-vGSc5g9hGCIVGYTM5ibIDmA_kbiopUkeFnnE96qvlwT3Z_nxfpMSJTEXw==>
>>
>>
>>
>> Shipped
>> On its way, Megan
>>
>> Your order has left our boutique. Track your package below to see when
>> it'll arrive.
>>
>> Tracking number
>>
>> UL364417375YP
>>
>> Carrier: Other
>> Track now
>> <https://marlow-london.com/_t/c/v3/AAC3Thg9uv_d_Z3t8QCDxCXqAR52LfAjXRwygiVQU2P6FHFJcy9s-wZpT2CUPz5vAPjeq4xJSjrpm-F1InFjzptQt91JcI9eUpQJ0S1GQu4OFobiQFsav5SwJd7rrMC8LfT9Jn61kEcjRmT2OdWKYXo8mTylff43JxcHyJ3VIbt3_g04FUmGq_kapKC-sFwFeYxR4wC7hCS-jLcU_GXixaOtOhWmJ4tzK66LKGovs0hAJzmEsuO75d7jp3bHtjog4PE5TbBZgDqwI0HedKYfQm8l7Hv7v3mEOnRYhA-VuzJJhNOi4n53gckW7V2uZU6vFXsM--EZ6xGzyu82YSY3nOn36vA_L3JOpzw7nyNFWHLCzOCn6g==>
>>
>> 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/AABs75Gtr0olgfSPPLmnMQM3OwSXOc3Nf0fjduSITNVwbgxccQcTJ4_p4kZJDv65e_0q-PmWX_y1FttyEezOoWWD8Vh-HLq-Htd7Ri3CJt-XHrSX7RvZFXtnGaZM77pbr8rEyP_ehsAvAJfjdY_qLeoRogPZiwPA-PWd0TDPHuZVUM-U3MISiuY-0Fpy_6OSFZwo0-J9_NbvowG58qXgimU8zJWaUv0uCzgRCKNVfWX8_vjKT3gfxuJOT7vyQqN8yJWFcj0Cvr7PEHOOahiOSCR1R7-xU-biJ2CSsoy8-P6b7g_EFMy0eDTQ6EZkG371jNzPm0A985lXmXhEq0ENdXcrnfk=>
>> .
>>
>> Items shipped
>> LONGCHAMP LE PLIAGE TOTE - BURGUNDY - Burgundy · Burgundy · Qty 1
>>
>> Order number
>>
>> #3344
>>
>> Shipping to
>>
>> Megan Lennie
>> Denton, 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/AADNbpwMRDxqxrxLXxTXebo_WoFMoxtLeezyKYfe9KoXtF7K5LJPICIEGhTHeY2E1ttGR4jK6pFpPkO67byhfwVFsd4vQxHGHW8N-LAzESyTu8KYRmotpBS9YxlfLwczCAqrpcNdyzoryOSjIn8VthGMFdnIh3ZHxwXEHXfhoK8VOWilf7aDnovkA4yEWC_0v51Z_GBf05kSE2_vHOwGB4NfI6OYWW5tNzLlFqTYWRlnO_wb_hdzGoamPlHdpAFMDXN0vVPzcx-g6xGK5adZV1Y71q9XzjnjFquSNMhuQDQSlVcB5cmw4eTOz3zP2tHFuWVKFE4mhQSBEpQ=>
>>
>
What DATE will my order arrive
On Mon, 27 Jul 2026, 22:39 Megan Lennie, <meganlilylennie@gmail.com> wrote:
> Do you have a date?
>
>
> On Mon, 27 Jul 2026, 22:39 Megan Lennie, <meganlilylennie@gmail.com>
> wrote:
>
>> Hello could I have an estimate of when my bag will arrive please
>>
>>
>> On Mon, 27 Jul 2026, 09:19 MARLOW LONDON, <support@marlow-london.com>
>> wrote:
>>
>>> [image: MARLOW LONDON]
>>> <https://marlow-london.com/_t/c/v3/AACnedQWyNsydJI1PtuCOQGeSfMwC6_7T1cfAKOxmT4I05wHDNQS2Q6HmrMfN_Ey7Wkqpa1ZTbTuvWLz4ulcKQOdTef9HiecvDlDCdhMS5UVlPRLZmb_ZnD0tPv79YIIFsWkh_AhpAsw_Mg_tyaRAaNZHEIfO04kYhwmTnz6Jqirnwqbw5TyVQiC2M_KLp6-E2qSLAdc2Pks2dvWGlFPz67iwqTeF6i9x3HgJMSo1b3mCfKbCrx8PPgBCSP0rJwWM3lg-E5DgI44AcNEsVNhkQpE08dBF2Hn-vGSc5g9hGCIVGYTM5ibIDmA_kbiopUkeFnnE96qvlwT3Z_nxfpMSJTEXw==>
>>>
>>>
>>>
>>> Shipped
>>> On its way, Megan
>>>
>>> Your order has left our boutique. Track your package below to see when
>>> it'll arrive.
>>>
>>> Tracking number
>>>
>>> UL364417375YP
>>>
>>> Carrier: Other
>>> Track now
>>> <https://marlow-london.com/_t/c/v3/AAC3Thg9uv_d_Z3t8QCDxCXqAR52LfAjXRwygiVQU2P6FHFJcy9s-wZpT2CUPz5vAPjeq4xJSjrpm-F1InFjzptQt91JcI9eUpQJ0S1GQu4OFobiQFsav5SwJd7rrMC8LfT9Jn61kEcjRmT2OdWKYXo8mTylff43JxcHyJ3VIbt3_g04FUmGq_kapKC-sFwFeYxR4wC7hCS-jLcU_GXixaOtOhWmJ4tzK66LKGovs0hAJzmEsuO75d7jp3bHtjog4PE5TbBZgDqwI0HedKYfQm8l7Hv7v3mEOnRYhA-VuzJJhNOi4n53gckW7V2uZU6vFXsM--EZ6xGzyu82YSY3nOn36vA_L3JOpzw7nyNFWHLCzOCn6g==>
>>>
>>> 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/AABs75Gtr0olgfSPPLmnMQM3OwSXOc3Nf0fjduSITNVwbgxccQcTJ4_p4kZJDv65e_0q-PmWX_y1FttyEezOoWWD8Vh-HLq-Htd7Ri3CJt-XHrSX7RvZFXtnGaZM77pbr8rEyP_ehsAvAJfjdY_qLeoRogPZiwPA-PWd0TDPHuZVUM-U3MISiuY-0Fpy_6OSFZwo0-J9_NbvowG58qXgimU8zJWaUv0uCzgRCKNVfWX8_vjKT3gfxuJOT7vyQqN8yJWFcj0Cvr7PEHOOahiOSCR1R7-xU-biJ2CSsoy8-P6b7g_EFMy0eDTQ6EZkG371jNzPm0A985lXmXhEq0ENdXcrnfk=>
>>> .
>>>
>>> Items shipped
>>> LONGCHAMP LE PLIAGE TOTE - BURGUNDY - Burgundy · Burgundy · Qty 1
>>>
>>> Order number
>>>
>>> #3344
>>>
>>> Shipping to
>>>
>>> Megan Lennie
>>> Denton, 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/AADNbpwMRDxqxrxLXxTXebo_WoFMoxtLeezyKYfe9KoXtF7K5LJPICIEGhTHeY2E1ttGR4jK6pFpPkO67byhfwVFsd4vQxHGHW8N-LAzESyTu8KYRmotpBS9YxlfLwczCAqrpcNdyzoryOSjIn8VthGMFdnIh3ZHxwXEHXfhoK8VOWilf7aDnovkA4yEWC_0v51Z_GBf05kSE2_vHOwGB4NfI6OYWW5tNzLlFqTYWRlnO_wb_hdzGoamPlHdpAFMDXN0vVPzcx-g6xGK5adZV1Y71q9XzjnjFquSNMhuQDQSlVcB5cmw4eTOz3zP2tHFuWVKFE4mhQSBEpQ=>
>>>
>>
That's great, thank you very much.
On Mon, 27 Jul 2026, 22:42 , <support@marlow-london.com> wrote:
> Hi there,
>
> Good news, your order is on its way! Because of the higher order volume
> from our current sale, shipping times have increased a little, and we're
> doing everything we can to get your bag to you as fast as possible. Right
> now we estimate it will arrive within about 7 to 12 days.
>
> If the tracking hasn't moved after a little while, just let us know and
> we'll be happy to look into it further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Brilliant, thank you! We hope you love it when it arrives. If you need anything at all, just get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
Is my bag the size I ordered as it has the dimensions of a medium when I
ordered a large
On Sat, 8 Aug 2026, 22:09 Marlow-London, <support@marlow-london.com> wrote:
> We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
>
>
>
>
> [image: logo black]
> <https://ctrk.klclick.com/l/01KZHKBQX2MBMAB0THCBY4XP8W_0>
> [image: logo black]
> <https://ctrk.klclick.com/l/01KZHKBQX2MBMAB0THCBY4XP8W_1>
> [image: hero image]
> <https://ctrk.klclick.com/l/01KZHKBQX2MBMAB0THCBY4XP8W_2>
> *Dear Megan,*
>
> Good news — your order has been delivered! 🎉
> We hope it met your expectations and that you’re thrilled with your
> purchase.
>
> As a little thank-you, we’d love to offer you a *25% discount* on your
> next order — just use the code *THANKYOU25* at checkout.
> We can’t wait to see you shop with us again soon! 💛
> Warm regards,
> Sarah
> Customer Support Team
> Shop with 25% discount
> <https://ctrk.klclick.com/l/01KZHKBQX2MBMAB0THCBY4XP8W_3>
>
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> Homepage <https://ctrk.klclick.com/l/01KZHKBQX2MBMAB0THCBY4XP8W_17>
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