Case #1074 — Marlow London
adamhandley1981@hotmail.com · order 3007 · state imported · label none yet · rung 0
Facts
New customer message on 30 July 2026 at 13:32
open
not set
2026-07-30 12:35:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 193 |
|---|---|
| thread_key | <E1020004-18C711480CD5DB96-906F6B7B@shopify.com> |
| store_id | marlow |
| message_id | 4891 |
| case_id | 1074 |
| label | NOT_ARRIVED |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3007", "size_mentioned": "", "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 Adam, Thank you for following up, and I'm sorry for the delay in getting back to you. I understand your order is showing as delivered but hasn't actually arrived. That's frustrating, and I want to help get this sorted. To look into this properly, could you confirm the delivery address on the order and let me know if anyone else at the address, a neighbor, a building manager, o |
| actual_action | reply |
| actual_text | Hi Adam, I am truly sorry for the delay in responding to your emails. You reached out on the 30th of July and then again on the 3rd of August, and you deserved an immediate response. I take full responsibility for that. What has happened is unacceptable. Your daughter's birthday has now passed, and you still haven't received her gift. The tracking shows the items were delivered on the |
| agreed | 1 |
| latency_ms | 7606 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:36:53 |
Latest draft
from decision #3082 · action=reply · 2026-08-04 21:29:47 · dry-run
Hi Adam,
I am truly sorry for the delay in responding to your emails. You reached out on the 30th of July and then again on the 3rd of August, and you deserved an immediate response. I take full responsibility for that.
What has happened is unacceptable. Your daughter's birthday has now passed, and you still haven't received her gift. The tracking shows the items were delivered on the 1st of August, but you have security camera evidence showing they never arrived. I completely believe you, and this is our failure to get them to you safely.
I want to put this right. I am arranging a full refund to your original payment method immediately. The money will be back to you within 3 to 5 business days, and you can keep any items if they ever do arrive.
I should also let you know that a replacement was already initiated on the 3rd of August while we were investigating this, so there may be a replacement parcel on its way as well. If you would prefer not to wait for that, just let me know and we can look into stopping it.
Again, I am genuinely sorry this has happened and that we did not respond sooner. You deserved much better.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Delivered-but-missing escalation with evidence and formal refund request. Non-response to previous emails + missed deadline warrants immediate operator review and approval.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| send_manufacturer_message | executed | Post to #replacement-products in the WINWIN SUPPLIER Discord server: [Marlow London] REPLACEMENT ITEM FOR ORDER NR#3007 ADRESS: SAME AS ORD | 2026-08-03 22:45:37 |
Case events
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Adam Handley
Email:
adamhandley1981@hotmail.com
Body:
Order #3007 I still haven’t received this order. I order
this over a week ago and it’s still not arrived, tracking saying
it’s in transit yet it hasn’t moved. Please can you let me know
as they are a present for the 2nd of August
Hi Adam,
Thanks for reaching out, and I'm so sorry the order hasn't arrived yet, especially with the 2nd of August deadline coming up.
I can see your order #3007 is on its way and marked as in transit. Here's the tracking so you can follow its progress: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484946437YQ
I completely understand the concern about the timing. We had such high order volumes from our current sale that shipping times increased a bit, and yours has taken longer than we'd normally like. Given that it's been over a week now and the normal window is 8 to 12 days, I won't be able to promise it will make the 2nd of August, but I'm genuinely hoping it still might just squeeze in.
Tracking can sometimes take a few days between updates when parcels are moving between logistics hubs, so the lack of recent scans doesn't mean there's a problem - it's quite normal for them to sit quietly for a bit before the next scan shows up.
As a token of our apology for the wait and the worry this has caused, please use code STORECREDIT15 for £15 off your next order.
I'm really sorry we couldn't get this to you sooner, and I do hope it arrives in time for the present.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Adam Handley
Email:
adamhandley1981@hotmail.com
Body:
My tracking is saying delivered on the 1st August but I
still haven’t received it.
Request for Refund Due to Non-Delivery
Dear customer service
I hope this message finds you well. I am writing to address an issue regarding my recent order, which was reportedly delivered by Royal Mail. Unfortunately, I have not received the parcel, and there is no evidence of delivery at my residence.
I have been waiting for quite some time, as my daughter’s birthday is approaching on August 5th, and this situation has caused considerable disappointment. Additionally, I have reached out via email on multiple occasions but have yet to receive a response. My account indicates that the item has been delivered, which is not the case.
Given the circumstances, I would like to formally request a refund for this order. I have also reviewed my security camera footage from the delivery date and can confirm that there were no delivery vehicles or packages arriving at my home.
I appreciate your prompt attention to this matter and look forward to your swift response.
Thank you for your understanding.
Best regards,
Adam handley
Adamhandley1981@hotmail.com
Order Number #3007
Subject: Follow-Up on Order #3007 - No Response and Non-Delivery
Dear [Recipient's Name],
I hope this message finds you well. I am writing to follow up on my previous emails regarding my order number 3007. Unfortunately, I have yet to receive a response, and I want to express my concern about the status of my order.
According to the tracking information, the products were marked as delivered; however, I have not received them. This situation is quite frustrating, and I would appreciate your assistance in resolving this matter as soon as possible.
Could you please provide me with an update on the status of my order? If necessary, I would be happy to provide any additional information to help expedite the resolution.
Thank you for your attention to this matter. I look forward to your prompt response.
Best regards,
Adamhandley