Case #1115 — Marlow London
luciejwood@hotmail.com · order 3394 · state imported · label none yet · rung 0
Facts
New customer message on 31 July 2026 at 11:03
open
not set
2026-07-31 10:06:36
—
2026-08-14 19:30:08
Engine shadow decision
| id | 736 |
|---|---|
| thread_key | <E1020004-18C757BA90D22300-58F7842E@shopify.com> |
| store_id | marlow |
| message_id | 5556 |
| case_id | 1115 |
| 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 | reply |
| actual_text | Hi Lucie, I am so sorry, this is not good enough, and I completely understand why you are frustrated waiting like this and having to write to us twice. Let me give you an honest answer rather than another vague update. Your order #3394 (the Longchamp Le Pliage Tote in Steel) is currently in transit and has not yet been delivered. The tracking is genuinely moving, it has not stalled or gone missi |
| agreed | 0 |
| latency_ms | 3764 |
| 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 21:41:27 |
Latest draft
from decision #3622 · action=reply · 2026-08-11 12:39:20 · dry-run
Hi Lucie,
I am so sorry, this is not good enough, and I completely understand why you are frustrated waiting like this and having to write to us twice.
Let me give you an honest answer rather than another vague update. Your order #3394 (the Longchamp Le Pliage Tote in Steel) is currently in transit and has not yet been delivered. The tracking is genuinely moving, it has not stalled or gone missing, and the number is correct even though it may look unfamiliar as it is an international tracking format rather than a local courier one. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL368857157YP
When we quoted 8 to 12 days back on 31 July, that puts us right at the outer edge of that window now, so I would genuinely expect it to arrive within the next few days.
I am also sorry for the mixed messages you have had about it being on its way and then delayed. That should not have happened and I have flagged it internally so it does not happen again.
As an apology for the wait and the confusion, here is 15 pounds off your next order with us: STORECREDIT15
If it has not arrived within the next few days, please come straight back to me and I will look into this further and make sure it is put right.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Repeat chase on an in transit order plus a Citizens Advice threat, so held for human review with an honest status update and goodwill code rather than auto sent.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lucie Wood
Email:
luciejwood@hotmail.com
Body:
Order no: 3394
Please update on delivery & carrier as parcel not delivered.
Many thanks
Lucie
Hi Lucie,
Thanks for reaching out!
Good news, I can see your order #3394 has shipped and is on its way to you. Because of the higher order volume from our current sale, shipping times have increased a little, and 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=UL368857157YP
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
Hello again
It has now been 2 weeks since my order & I still haven’t received the item. It’s getting to the stage that I don’t believe there will be a delivery.
Please can I ask you to chase any tracking details. One minute I get emails telling me it’s on its way, then another email telling me it’s been delayed even further and the tracking number doesn’t work.
I look forward to hearing from you as a matter of urgency. My review of the company isn’t going to be glowing.
Thank you
> On 31 Jul 2026, at 11:07, support@marlow-london.com wrote:
>
> Hi Lucie,
>
> Thanks for reaching out!
>
> Good news, I can see your order #3394 has shipped and is on its way to you. Because of the higher order volume from our current sale, shipping times have increased a little, and 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=UL368857157YP
>
> 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
Please could I have a reply to my email sent yesterday morning. I still haven’t received my order and soon I will be contacting Citizens Advise.
Lucie
Begin forwarded message:
From: Lucie Wood <luciejwood@hotmail.com>
Date: 10 August 2026 at 09:21:39 BST
To: support@marlow-london.com
Subject: Re: New customer message on 31 July 2026 at 11:03
Hello again
It has now been 2 weeks since my order & I still haven’t received the item. It’s getting to the stage that I don’t believe there will be a delivery.
Please can I ask you to chase any tracking details. One minute I get emails telling me it’s on its way, then another email telling me it’s been delayed even further and the tracking number doesn’t work.
I look forward to hearing from you as a matter of urgency. My review of the company isn’t going to be glowing.
Thank you
On 31 Jul 2026, at 11:07, support@marlow-london.com wrote:
Hi Lucie,
Thanks for reaching out!
Good news, I can see your order #3394 has shipped and is on its way to you. Because of the higher order volume from our current sale, shipping times have increased a little, and 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://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3DUL368857157YP&data=05%7C02%7C%7C7cf59ed8880a43c0326b08deeeeb7b7e%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639210892313758972%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=P0dpjTXS17wa%2Fmi5ynu%2BlU9G4HWvtTlYSLlKU4TwKl0%3D&reserved=0
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