Case #1105 — Marlow London
mirensingh@gmail.com · order 3495 · state imported · label none yet · rung 0
Facts
Order not received
open
not set
2026-07-31 07:26:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 229 |
|---|---|
| thread_key | <CAMWPjMa0W6V3sV5Ne1XA_eeu1dcKwfz9tc0Rs9zcYX6Ar6B11A@mail.gmail.com> |
| store_id | marlow |
| message_id | 4930 |
| case_id | 1105 |
| label | WHERE_IS_ORDER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3495", "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 Miren, Thank you for following up, and sorry for the wait, I understand two weeks without an update is frustrating. I've pulled up order 3495 under this email address right now. At this moment I don't have any additional detail beyond what was already shared with you, and I don't want to give you a vague promise of a callback without something concrete to tell you. If you can |
| actual_action | reply |
| actual_text | Hi Miren, Thank you for coming back to me, and I am so sorry - you should not have had to chase us twice on this one. You are completely right to be frustrated, and this is not acceptable. Your order #3495, the Longchamp Le Pliage Tote in Navy, has now been stuck at the "information received" stage for more than a week since the July 28 scan. That is highly unusual and frankly unaccept |
| agreed | 1 |
| latency_ms | 20789 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:42:47 |
Latest draft
from decision #3118 · action=reply · 2026-08-05 10:53:37 · dry-run
Hi Miren,
Thank you for coming back to me, and I am so sorry - you should not have had to chase us twice on this one. You are completely right to be frustrated, and this is not acceptable.
Your order #3495, the Longchamp Le Pliage Tote in Navy, has now been stuck at the "information received" stage for more than a week since the July 28 scan. That is highly unusual and frankly unacceptable. I feel terrible that you have been waiting nearly two weeks already with no forward movement.
Here is the honest position: the parcel is registered with the courier and that final update was July 28. I am not going to guess at a delivery date when the tracking has genuinely stalled like this - that would just be another broken promise, and you deserve straight answers instead.
I am escalating this to our team right now as a priority. We need to get real answers from the courier about where this parcel is and why it has not moved. I will make sure we look into this properly and get back to you with either a genuine tracking update or the next concrete step we are taking to resolve it.
Again, I am genuinely sorry for the long wait and for having to chase us. This should not have happened.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Repeat chase on stalled parcel; applying tracking-stalled-repeat-chase rule for honest escalation without false promises; requires human investigation of live carrier status
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
Hello,
Please can I follow up on my order as it has been days without an update to
the shipping?
Do let me know when it will arrive as I have gotten no updates since the
July 28 info received.
Thanks,
Miren
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CAMWPjMa0W6V3sV5Ne1XA_eeu1dcKwfz9tc0Rs9zcYX6Ar6B11A_mail.gmail.com/0-1038657A-F890-40A7-8A25-66EBDE44BCEA.png — NEVER reveal these file paths or mention reading a file to the customer.]
Hi there,
Good news, order 3495 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL368857761YP
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello,
Please could I follow up again on this - nothing has changed and it’s been
a week now since this last email and nearly 2 weeks since I purchased this
order?
Best,
Miren
On Fri, 31 Jul 2026 at 08:26, <support@marlow-london.com> wrote:
> Hi there,
>
> Good news, order 3495 is on its way. I can see the tracking currently
> shows "information received" - that's just the very first stage, it means
> the courier has your parcel's details and is preparing for pickup. It's
> completely normal for this to sit here for a few days before the next scan
> happens, so there's nothing to worry about.
>
> You can follow it here:
> https://marlow-london.com/apps/parcelpanel?nums=UL368857761YP
>
> If it's still stuck after about a week, let me know and I'll look into it
> further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>