Case #965 — Marlow London
liz.smit@btinternet.com · order 1807 · state imported · label none yet · rung 0
Facts
A shipment from order #1807 is on the way
open
not set
2026-07-28 04:20:52
—
2026-08-14 19:30:08
Engine shadow decision
| id | 547 |
|---|---|
| thread_key | <2b6f3621.57692.19fa6f3d99b.Webtop.204@btinternet.com> |
| store_id | marlow |
| message_id | 5303 |
| case_id | 965 |
| 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 Liz, Thank you so much for your kind words about the sets, and I'm sorry to hear the sizing wasn't quite right. Rather than going to the trouble of posting them back to us, I'd much rather send you a free replacement in a different size. You'd keep the sets you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fi |
| agreed | 0 |
| latency_ms | 4071 |
| 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 21:27:30 |
Latest draft
from decision #3437 · action=reply · 2026-08-09 14:13:23 · dry-run
Hi Liz,
Thank you so much for your kind words about the sets, and I'm sorry to hear the sizing wasn't quite right.
Rather than going to the trouble of posting them back to us, I'd much rather send you a free replacement in a different size. You'd keep the sets you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Could you let me know which size you'd like instead for the Teal and Red Floral set and the Fuchsia set?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit return - RULE sizing-return-free-replacement-first Step 1 applies: offer free replacement in correct size only, no refund or cashback mentioned since she hasn't declined the exchange yet.
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Full thread
I still have not recevied my order.
Regards
Liz Smit
------ Original Message ------
From: support@marlow-london.com
To: liz.smit@btinternet.com
Sent: Monday, July 6th 2026, 15:10
Subject: A shipment from order #1807 is on the way
MARLOW LONDON
ShippedOn its way, Elizabeth
Your order has left our boutique. Track your package below to see when
it'll arrive.
Tracking number
4PX3002959230351CN
Carrier: Other
Track now
<https://marlow-london.com/_t/c/v3/AACWhNCi93YADwNAsupYGRGnrO6Vulp7MBrItMH1OEHk44MID0no9wMR3Y5NFkXpJd34kmvF0z378IsV8x3tLmRBfydScVKJJjhnS-tDLCidyTTnwG3Y9WoU31kA7iD34tN6ywzglBeYBJ1KnCreK8bIsSbJwuL7YfX0uaFr8Gkrejv6XH8986Rr2lA5-vt4LGW5f_UL8N6fj5FAz3vOvJlp7zghN0yWOQ8b3sZGUEKipBN1LbJ1Gq1InVjqgP6o1dxcoTLokPSvsK72dy5ahbHsFO3GkCsYY1xgpUjz7RvhibPMrvIR8uKdZoUaruF1OcjSK2ofxGwiJE7WuVjqKkx18cU6O0aYSNn1-evzT-On7nNuOg==>
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/AACDGHN6UdVz-8QJfJz0C9kakVK3xlFvwD5s5JOADqQFbb4aKxadpR9XDyZ0nD1ma_YpU4e5BNgPcOq2AYxppysQUiGOa8WmxQc9tu1rThwGjcRF2lYWxj72A_mSsWK9GGbyVJDT1vLVux8azKYPzywr8GMl1LXOg-tgdJ_9zhU1VFgnY7lAtD4_TMf_Y4_mw-aEmLa-4WBSl2tA2h44qwjMsqlD0GnmSlpqSX8t7NJngzA_mRx_ATSgETsDVwQMVMcgCiWBoVv-jgnM_NO3ptLTKWtvObcoViqSNIDhLAcxTCu-ectyIbcmUnOkDlZV0xTYBzt0WRQXGUBLXxzjd_T_Tf0=>
.
Items shipped
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red
Floral / UK 12 (L) · Teal and Red Floral / UK 12 (L) · Qty 1
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Fuchsia / UK 12
(L) · Fuchsia / UK 12 (L) · Qty 1
Order number
#1807
Shipping to
Elizabeth Smit
Crumlin, United Kingdom
Questions about your delivery? Reply to this email and we'll help right
away.
Follow us
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<https://marlow-london.com/_t/c/v3/AAA8_DjNUvlcUT3GO7p0euBDhS8aMOdVLMddfB0fEgf6SwfIK-Fr8tKeH0EYdHATLoLuix_7eYsyfCFza5bo8Uvy3yD0Zbd4aqS00I3sIZZyqHa3mNmiQhnEem1JHzE12Pwt6Yqm1QTM2P8c2EXuR-pFhqlXFjAlnpIFUGnCOm0e8-2ygZ-0cqC-gOqGOQz2UsT2kdCJZorKKniNkTkK9eePvRqBvWKv34oP2UJ66Ya4Cqko5i0Fa9IRuoY2pNPi28wsiuESGSmIJKLuX4kPrqkgJEgGVXgiuiFQOflcMPpcVERvuFsWyeaYZayjj2aDGg9c2fLoEYyFS6E=>
Hi Liz,
Thanks for reaching out, and I completely understand - you're keen to get your parcel.
Good news, your order has been dispatched and is on its way to you. 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 package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002959230351CN
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
I would like to request a return code , please.
Order number: #1807
Elizabeth Smit
25 Ardmore Road
Crumlin
BT29 4QS
Kind regards
Liz Smit
Sent via BT Email App
Thank you for your beautiful Sets, unfortunately they are to small.
Could you please send me a return code.
Summary of order:
Order number: 1807
Items: Honoria / sporty three-piece tankini set with pockets.
Teal and red Floral / UK12 (L) X1
Honoria / sporty three-piece tankini set with pockets
Fuchsia / UK12(L) X1
I would appreciate it if you would reimburse my account when you have
received the items.
Kind regards
Liz Smit