Case #1054 — Marlow London
heathermckendrick@icloud.com · order 3250 · state imported · label none yet · rung 0
Facts
A shipment from order #3250 is on the way
open
not set
2026-07-30 08:06:51
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1000 |
|---|---|
| thread_key | <2A1D3227-5D09-490A-A45D-C30E038A74C8@icloud.com> |
| store_id | marlow |
| message_id | 5841 |
| case_id | 1054 |
| 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 | 3943 |
| 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 22:01:01 |
Latest draft
from decision #2234 · action=reply · 2026-07-30 08:08:28 · dry-run
Hi Heather,
Thanks for reaching out, and I completely understand wanting to know when your package will arrive.
The good news is your order has been processed and is on its way to you. Because of the higher order volume from our current sale, shipping times have increased a little, but 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 8 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL364417146YP
Please don't worry - your order is definitely on its way, and we have a real team here who will look after you. 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
Reasoning: Addressing delivery worry with tracking link and 8-12 day window; holding for human review to verify window count-down from prior message context.
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Full thread
Hi there, Can you tell me the planned date for delivery? I’m worried it’s not going to be delivered. Many thanks Heather Sent from my iPhone On 27 Jul 2026, at 09:20, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
Shipped
On its way, Heather
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
UL364417146YP
Carrier: Other
Track now
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com .
Items shipped
LONGCHAMP LE PLIAGE TOTE - BLACK - Black · Black · Qty 1
Order number
#3250
Shipping to
Heather Mckendrick Edinburgh, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
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Hi Heather,
Thanks for reaching out, and I completely understand wanting to know when your package will arrive.
The good news is your order has been processed and is on its way to you. Because of the higher order volume from our current sale, shipping times have increased a little, but 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 8 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL364417146YP
Please don't worry - your order is definitely on its way, and we have a real team here who will look after you. 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’d like to request returns for items 3250 and 3427 - they are both clearly fakes. I am not prepared to pay for the returns as I’ve been duped. Please sort asap.
Thanks
Heather
Sent from my iPhone