cs.gohigherlevel
Get pinged here when a case is escalated or the AI can't classify one.

Queue

25 case(s) for Bennett and Grant · 0 breached on the SLA clock right now.

All storesMarlow LondonNAGI TokyoCecily YorkElara DublinElodie ParisBennett and GrantBrellmontNovelle LivingTirena DublinMontela Footwear
Waiting on:we owe a replywaiting: supplierwaiting: customer

24 of 25 case(s) look automated/non-conversational (app notifications, cold outreach that never reached a support inbox) — sorted to the bottom, not hidden.

CaseStoreOrderCustomerSubjectLast activityStateLabelRungSLAOpened
#2512Bennett and Grant—ads-support@google.com[1-5133000041158] Pass Keyfrom us 4 msgs
Hi there, Thank you for your patience, and I am sorry you have had to wait for an update on order #1330. I want to be co		imported waiting: customernone yet0no SLA set2026-09-28 18:04:01
#2520Bennett and Grant1046aaburnap@gmail.comYour order has been deliverednotification never addressed to a store support inboximportednone yet0no SLA set2026-09-29 14:30:22
#2614Bennett and Grant1064danielamalba@gmail.comReturnnotification never addressed to a store support inboximportednone yet0no SLA set2026-10-09 14:15:45
#2323Bennett and Grant—workspace-noreply@google.comPayment failure: Google Workspace Business Starter for bennenotification sender address looks automated (no-reply/mailer)importednone yet0no SLA set2026-09-15 01:32:09
#2184Bennett and Grant—ads-account-noreply@google.comCongrats on earning your CA$600 in ad creditnotification sender address looks automated (no-reply/mailer)importednone yet0no SLA set2026-09-10 06:27:52
#2185Bennett and Grant—forsberg@shopcircle.coYour digital products deserve better than manual deliverynotification never addressed to a store support inboximportednone yet0no SLA set2026-09-10 06:28:00
#2531Bennett and Grant1087maisha.mpo@gmail.comReturn request for orange "Goyard" bagnotification never addressed to a store support inboximportednone yet0no SLA set2026-09-30 16:03:43
#2189Bennett and Grant—payments-noreply@google.comGoogle Workspace: Your invoice is available for bennettandgrnotification sender address looks automated (no-reply/mailer)importednone yet0no SLA set2026-09-10 06:28:34
#2416Bennett and Grant1008plhawkes@verizon.netOrder #1008notification never addressed to a store support inboximportednone yet0no SLA set2026-09-20 15:31:36
#2426Bennett and Grant1075tddgeorge@gmail.comDid your order arrive?notification never addressed to a store support inboximportednone yet0no SLA set2026-09-21 13:33:05
#2191Bennett and Grant—neokart6@gmail.comQ..notification never addressed to a store support inboximportednone yet0no SLA set2026-09-10 06:30:38
#2469Bennett and Grant1051qtshey@yahoo.comHow did we do, Shirley?notification never addressed to a store support inboximportednone yet0no SLA set2026-09-24 07:06:06
#2471Bennett and Grant1073ttdhouse@aol.comYour order has been deliverednotification never addressed to a store support inboximportednone yet0no SLA set2026-09-24 13:56:00
#2246Bennett and Grant—adeybright6@gmail.com—notification never addressed to a store support inboximportednone yet0no SLA set2026-09-10 11:37:29
#2461Bennett and Grant1082tongloan224@gmail.comDid your order arrive?notification never addressed to a store support inboximportednone yet0no SLA set2026-09-23 17:36:11
#2410Bennett and Grant1070asian.kitty@yahoo.comHow did we do, Tylasia?notification never addressed to a store support inboximportednone yet0no SLA set2026-09-20 11:42:28
#2298Bennett and Grant1035cjchambliss@yahoo.comReturn Request - Order Number: 1035notification never addressed to a store support inboximportednone yet0no SLA set2026-09-12 15:52:01
#2459Bennett and Grant—googlecloud@google.comImportant: 30 days left in your Google Cloud Free Trialnotification never addressed to a store support inboximportednone yet0no SLA set2026-09-23 16:30:48
#2380Bennett and Grant—alanielijah675@gmail.comAre you ready for Q4?notification never addressed to a store support inboximportednone yet0no SLA set2026-09-18 14:38:28
#2188Bennett and Grant—kiwi_app@staytuned.digitalChecking in – How’s Kiwi working for you?notification never addressed to a store support inboximportednone yet0no SLA set2026-09-10 06:28:22
#2244Bennett and Grant—shinapro258@gmail.com—notification never addressed to a store support inboximportednone yet0no SLA set2026-09-10 11:18:04
#2192Bennett and Grant—victorsolutionsss@gmail.comFinal Notice: GDPR Configuration Verificationnotification never addressed to a store support inboximportednone yet0no SLA set2026-09-10 06:30:44
#2190Bennett and Grant—recommendations@inspire.pinterest.comWe’re updating our Business Terms of Service and Privacy Polnotification never addressed to a store support inboximportednone yet0no SLA set2026-09-10 06:28:48
#2187Bennett and Grant—googlebase-noreply@google.comLoek Vergouwe now has access to Merchant Centernotification sender address looks automated (no-reply/mailer)importednone yet0no SLA set2026-09-10 06:28:16
#2186Bennett and Grant—google-workspace-alerts-noreply@google.comAlert: Admin password reset - info@bennettandgrant.comnotification sender address looks automated (no-reply/mailer)importednone yet0no SLA set2026-09-10 06:28:05

← back to queue

Case #2520 — Bennett and Grant

aaburnap@gmail.com · order 1046 · state imported · label none yet · rung 0

Facts
Your order has been delivered
open
not set
2026-09-29 14:30:22
—
2026-09-29 14:30:23

Full thread — newest first

Today · Tuesday 13 October 2026 · UTC
in aaburnap@gmail.com → info@bennettandgrant.com customer 2026-10-13 14:01 UTC
Hello, I would like to have the 30% cashback option. I look forward to hearing from you. Allison Burnap
▸ quoted history (25 lines)
On Wed, Sep 30, 2026 at 3:46 AM <info@bennettandgrant.com> wrote: > Hi, > > I’m really sorry for the inconvenience and for the confusion with your > return. I completely understand how frustrating this has been, and I > sincerely apologise that we didn’t make the process clearer from the start. > > A return is possible, but the £19.95 return shipping cost would need to be > paid by you. As the items would be sent to our overseas supplier, the > return can also take around 3-4 weeks, and the refund would only be > processed after the items are received and inspected. > > To save you the cost and hassle, we can instead offer you 30% cashback, > which will be returned to your original payment method within 3-5 business > days, while you can keep the items and avoid the return process altogether. > > We’re truly sorry for the inconvenience, and we hope this option makes > things easier for you. > > Warm regards, > Anna > Customer Care Team > Bennett and Grant >
Wednesday 30 September 2026 · UTC
out info@bennettandgrant.com → aaburnap@gmail.com human_intool 2026-09-30 07:46 UTC
Hi, I’m really sorry for the inconvenience and for the confusion with your return. I completely understand how frustrating this has been, and I sincerely apologise that we didn’t make the process clearer from the start. A return is possible, but the £19.95 return shipping cost would need to be paid by you. As the items would be sent to our overseas supplier, the return can also take around 3–4 weeks, and the refund would only be processed after the items are received and inspected. To save you the cost and hassle, we can instead offer you 30% cashback, which will be returned to your original payment method within 3–5 business days, while you can keep the items and avoid the return process altogether. We’re truly sorry for the inconvenience, and we hope this option makes things easier for you. Warm regards, Anna Customer Care Team Bennett and Grant
Tuesday 29 September 2026 · UTC
in aaburnap@gmail.com → info@bennettandgrant.com customer 2026-09-29 14:30 UTC
Hello, My purchase was not as expected. I thought I would receive the long handled bag as shown. Instead I received the short handled bag. I would like to return the bag for a refund. Thank you. Allison Burnap
▸ quoted history (22 lines)
On Mon, Sep 21, 2026 at 7:09 PM Bennett & Grant <info@bennettandgrant.co> wrote: > It should be with you now. > Bennett & Grant > DELIVERED > Your order has arrived > > Hi allison, > > Your order has been marked as delivered. We hope you love it. > If anything is not quite right, just reply to this email and we will sort > it out. > SHOP AGAIN <https://ctrk.klclick3.com/l/01M333PP84QGAMEFP5G4NEJMP8_0> > > Bennett & Grant · info@bennettandgrant.com > Hendrik Soeteboomstraat 4, 1035 NX Amsterdam, Netherlands > <https://www.google.com/maps/search/Hendrik+Soeteboomstraat+4,+1035+NX+Amsterdam,+Netherlands?entry=gmail&source=g> > Unsubscribe" style="color:#8a8378;text-decoration:underline;">Unsubscribe > [image: Powered by Klaviyo] > <https://ctrk.klclick3.com/l/01M333PP84QGAMEFP5G4NEJMP8_1> >

Proposed draft

from decision #7698 · action=reply · 2026-10-13 14:01:56 · dry-run

Hi Allison, Thank you for confirming, that works perfectly. I'm going ahead with the 30% cashback for order 1046 (I've matched this from your email, just let me know if that is not the right one). This will be returned to your original payment method and should land within 3 to 7 working days. There is nothing you need to send back, and the bag is yours to keep. Thank you for your patience with this, Allison. If anything else comes up, just reply here. Warm regards, Anna Customer Care Team Bennett and Grant

Decision reason: Customer accepted the 30% cashback already offered in the prior reply, so confirm and escalate to execute the refund against the matched order.

Compose / edit reply

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Raise a supplier request

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Money action — admin only

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Escalate to a human

Removed from this page — investigated and found to be a no-op for the operator (it only wrote a private note back to this same Case events list, nothing else read it). The AI's own real escalations still show up in the queue and now trigger a push notification.

Engine shadow decision — technical detail

No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).

Actions on this thread

KindStatusPreviewWhen
refund_percentproposedRefund 30% of order #1046 = $22.48 (order total $74.95, already refunded $0.00, NET AVAILABLE $74.95) to the original payment method (shopif2026-10-13 14:01:57

Case events

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