Case #1037 — Marlow London

azmina50@hotmail.com · order 2900 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 29 July 2026 at 19:03

Thread status

open

SLA due

not set

Opened

2026-07-29 18:05:39

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	487
thread_key	<E1020004-18C6D4BC07C5CECC-B2C2246C@shopify.com>
store_id	marlow
message_id	5235
case_id	1037
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	escalate
actual_text
agreed	1
latency_ms	3881
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 21:23:06

Latest draft

from decision #2187 · action=reply · 2026-07-29 18:07:08 · dry-run

Hi Azmina, Thank you for reaching out. Good news - I can see your order #2900 has been processed and is on its way to you. You ordered on 22 July, and with our standard 8-12 day shipping window, your Longchamp bag should arrive very soon - we'd expect it within the next 5 days or so. You can track your package's progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620300700597883 Regarding your confirmation email - it sounds like it may have ended up in your spam folder, which happens quite often. The important thing is your order is definitely confirmed and on its way, so there's nothing to worry about on that front. If you have any other questions or if tracking hasn't updated for a while, just let us know and we'll be happy to help. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Straightforward shipping-status question on a fulfilled order with real tracking; qualifies for shipped_wismo auto-send.

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Full thread

in azmina50@hotmail.com → support@marlow-london.com customer 2026-07-29 18:05:39

You received a new message from your online store's contact form. Country Code: GB Name: Azmina Vaid Email: azmina50@hotmail.com Body: I order an item on the 22nd July. A longchamp black bag. I have deleted the confirmation email as it was in my spam folder. Can I get an email send to me again and also can you let me know how long it will take to arrive. Thank you Azmina

out support@marlow-london.com → azmina50@hotmail.com tool 2026-07-29 18:07:08

in azmina50@hotmail.com → support@marlow-london.com customer 2026-08-08 15:15:47

You received a new message from your online store's contact form. Country Code: GB Name: Azmina Vaid Email: azmina50@hotmail.com Body: Relay say that have delivered my parcel but I have not received it. Relays photos shows they left it outside my front door. That is not my safe space. What can I do now? I am very disappointed. I hope you can find a solution. Thank you. Azmina.