Case #1103 — Marlow London
youngholly33@yahoo.co.uk · order 3454 · state imported · label none yet · rung 0
Facts
New customer message on 31 July 2026 at 08:06
open
not set
2026-07-31 07:10:13
—
2026-08-14 19:30:08
Engine shadow decision
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).
Latest draft
from decision #2369 · action=reply · 2026-07-31 07:17:24 · dry-run
Hi Holly,
Thank you for reaching out. I can see how important it is to get this by Monday, and I appreciate you letting me know the deadline.
I can see your order #3454 (the Longchamp tote in black) and I've checked the tracking. It's currently showing "information received" - that's just the very first stage, which means the courier has your parcel's details and is preparing for pickup. It's completely normal for tracking to sit here for a few days without updates while it makes its way through their system.
However, I want to be honest with you: our standard shipping time is 8 to 12 days from order, and with your order placed on Monday, it's very unlikely to arrive by Monday 3 August. I'm truly sorry about that, especially with the specific date in mind.
You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL368857364YP
As an apology for the inconvenience, here's a code for £15 off your next order: STORECREDIT15
Please do let me know if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Drafted for the backlog (was missing — e.g. an LLM outage).
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Holly Young
Email:
youngholly33@yahoo.co.uk
Body:
Hi, I placed my order on Monday ( ORDER #3454 ) and the
tracking has been stuck on ‘Shipment information received’ since
Tuesday morning. Could you please confirm whether my parcel has
actually been dispatched to Royal Mail? I need it by Monday 3
August.
Many thanks,
Holly.
Hi Holly,
Thank you for reaching out. I can see how important it is to get this by Monday, and I appreciate you letting me know the deadline.
I can see your order #3454 (the Longchamp tote in black) and I've checked the tracking. It's currently showing "information received" - that's just the very first stage, which means the courier has your parcel's details and is preparing for pickup. It's completely normal for tracking to sit here for a few days without updates while it makes its way through their system.
However, I want to be honest with you: our standard shipping time is 8 to 12 days from order, and with your order placed on Monday, it's very unlikely to arrive by Monday 3 August. I'm truly sorry about that, especially with the specific date in mind.
You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL368857364YP
As an apology for the inconvenience, here's a code for £15 off your next order: STORECREDIT15
Please do let me know if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London