Case #990 — Marlow London
kim9bur@yahoo.co.uk · order 1939 · state imported · label none yet · rung 0
Facts
Refund for #1939
open
not set
2026-07-28 16:01:30
—
2026-08-14 19:30:08
Engine shadow decision
| id | 349 |
|---|---|
| thread_key | <858339605.4445334.1785254353229@mail.yahoo.com> |
| store_id | marlow |
| message_id | 5070 |
| case_id | 990 |
| label | SIZING_QUESTION |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "1939", "size_mentioned": "XL", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | REPLY_INFO |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Kim, No worries at all, thanks for getting back to us. We've got you down for an XL in both colours on order 1939. We'll get that sorted for you. Warmly, Anna |
| actual_action | escalate |
| actual_text | |
| agreed | 0 |
| latency_ms | 6414 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:02:01 |
Latest draft
from decision #2017 · action=reply · 2026-07-28 21:47:10 · dry-run
Hi Ki,
Thanks for reaching out, and sorry the size wasn't right on order #1939.
Good news! We've arranged a free replacement - we'll send you the correct size and you can keep the one you already have, for a small contribution of £4.95. Just let me know which size you'd like instead, and I'll get that sorted for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Rate-limit backfill. Order #1939 confirmed FULFILLED/DELIVERED. Straight size-too-small complaint, order number already given (#1939 in the subject/thread), so used the locked size-exchange template (free replacement + keep it + £4.95 contribution) and only asked for the one missing piece of info (desired size).
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Hi
Unfortunately the items are too small and would like to arrange to return for a refund
Please confirm next steps
Regards
Ki
Sent from Yahoo Mail for iPhone
Begin forwarded message:
On Saturday, July 25, 2026, 7:16 pm, Marlow-London <support@marlow-london.com> wrote:
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Hi Ki,
Thanks for reaching out, and sorry the size wasn't right on order #1939.
Good news! We've arranged a free replacement - we'll send you the correct size and you can keep the one you already have, for a small contribution of £4.95. Just let me know which size you'd like instead, and I'll get that sorted for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
Sorry for late reply (lost in junk) - I’d like to go for a XL in both colours please
Regards
Kim
Sent from Yahoo Mail for iPhone
On Wednesday, July 29, 2026, 3:00 pm, support@marlow-london.com wrote:
Hi Ki,
Thanks for reaching out, and sorry the size wasn't right on order #1939.
Good news! We've arranged a free replacement - we'll send you the correct size and you can keep the one you already have, for a small contribution of £4.95. Just let me know which size you'd like instead, and I'll get that sorted for you.
Warm regards,
Anna
Customer Care Team
Marlow London