Case #1014 — Marlow London

bonniefrost27@gmail.com · order 2951 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 29 July 2026 at 11:30

Thread status

open

SLA due

not set

Opened

2026-07-29 10:32:56

Closed

—

Last updated

2026-08-14 19:30:08

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Latest draft

from decision #2064 · action=reply · 2026-07-29 10:33:56 · dry-run

Hi Bonnie, Thank you for reaching out, and I'm sorry to hear Evri are reporting they haven't received your parcel yet. I can see your order #2951 (the Longchamp Le Pliage Tote in black) has been processed on our end with tracking number YT2620400700244005. The fact that Evri haven't collected it yet means we need to look into this directly. I'm checking on this right now with our warehouse team to find out why the parcel hasn't been handed over to Evri yet and to make sure it gets sent out urgently. You can track it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620400700244005 I'll come straight back to you as soon as I hear what's happening. Thank you for your patience, and I'm sorry for this delay. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Order marked fulfilled but customer reports carrier hasn't received parcel; fulfillment/collection status needs warehouse verification before a real timeline can be given to customer.

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Full thread

in bonniefrost27@gmail.com → support@marlow-london.com customer 2026-07-29 10:32:56

You received a new message from your online store's contact form. Country Code: GB Name: Bonnie Email: bonniefrost27@gmail.com Body: Good morning, I made an order last week. The order number is #2951 and the tracking number is YT2620400700244005. Evri state they still haven’t received the parcel. When will this be sent please?

out support@marlow-london.com → bonniefrost27@gmail.com tool 2026-07-29 13:57:29