Case #1141 — Marlow London
lfallens@live.co.uk · order 2938 · state imported · label none yet · rung 0
Facts
New customer message on 1 August 2026 at 07:45
open
not set
2026-08-01 06:48:09
—
2026-08-14 19:30:08
Engine shadow decision
| id | 85 |
|---|---|
| thread_key | <E1020004-18C79B81C47DFA43-396B6E3D@shopify.com> |
| store_id | marlow |
| message_id | 4737 |
| case_id | 1141 |
| label | OFF_SCRIPT |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2938", "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 | Hi Lisa, Thanks for letting me know, and sorry for the hassle with the code not working at checkout. I'm personally looking into this for you now on order 2938 to get it sorted. Kind regards, Anna |
| actual_action | reply |
| actual_text | Dear Lisa, I'm so sorry, and you're absolutely right - this is our error. The code I sent you wasn't set up correctly on our end, which is why you're hitting that checkout problem. I apologize for the frustration. I'm going to fix this straight away. I'm arranging a replacement code that will work, and I'll be back to you with it so you can place your order at |
| agreed | 0 |
| latency_ms | 6734 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:19:23 |
Latest draft
from decision #2974 · action=reply · 2026-08-04 01:08:51 · dry-run
Dear Lisa,
I'm so sorry, and you're absolutely right - this is our error. The code I sent you wasn't set up correctly on our end, which is why you're hitting that checkout problem. I apologize for the frustration.
I'm going to fix this straight away. I'm arranging a replacement code that will work, and I'll be back to you with it so you can place your order at no cost.
Thank you for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Code MLFX7QK2 from previous reply is not working at checkout. Operator must create new verified discount code and add it to this reply before sending.
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:
Lisa
Email:
lfallens@live.co.uk
Body:
I ordered a bag on 23rd July. I have kept checking the
tracking details and just kept saying ordered and not progressing
any further. Checked again last night and it is now saying order
cannot be found. Can another one please be sent out asap or a
refund.
Hi Lisa,
I'm really sorry about this. I've checked order #2938 directly and you're right, the tracking has stalled and isn't showing proper movement with the courier - that's not good enough and not what should have happened.
Rather than wait on that parcel, here is the bag again so you can place a fresh order and get a working tracking number from the start:
https://marlow-london.com/products/penelope-iconic-foldable-leather-trim-tote
Use the code MLFX7QK2 at checkout and it will bring the total to zero - nothing to pay, and nothing to send back either way.
I'm sorry for the inconvenience this has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
Thank you for getting back to me. I’ve just clicked on the link and entered the code, but it is saying amount is too low and that nothing is in my cart so is not allowing me to place the order.
Hopefully this can be remedied or a refund issued instead of not possible to reorder with code.
Kind Regards,
Lisa
Sent from my iPhone
> On 3 Aug 2026, at 14:08, support@marlow-london.com wrote:
>
> Hi Lisa,
>
> I'm really sorry about this. I've checked order #2938 directly and you're right, the tracking has stalled and isn't showing proper movement with the courier - that's not good enough and not what should have happened.
>
> Rather than wait on that parcel, here is the bag again so you can place a fresh order and get a working tracking number from the start:
> https://marlow-london.com/products/penelope-iconic-foldable-leather-trim-tote
>
> Use the code MLFX7QK2 at checkout and it will bring the total to zero - nothing to pay, and nothing to send back either way.
>
> I'm sorry for the inconvenience this has caused.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London