Case #1175 — Marlow London
paulamcquade6@gmail.com · order 3336 · state imported · label none yet · rung 0
Facts
New customer message on 2 August 2026 at 10:12
open
not set
2026-08-02 09:13:58
—
2026-08-14 19:30:08
Engine shadow decision
| id | 844 |
|---|---|
| thread_key | <E1020004-18C7F2166E10B2F3-3F72494A@shopify.com> |
| store_id | marlow |
| message_id | 5674 |
| case_id | 1175 |
| 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 Paula, I am so sorry to hear this, and I completely understand why you are upset, especially as this order was meant to be a gift. I can see your order #3336, for the Longchamp Le Pliage Tote in Navy. I want to get this sorted for you as quickly as possible. Could you send me a quick photo of the item that arrived so I can see exactly what happened? Once I have that, I will look into the bes |
| agreed | 0 |
| latency_ms | 3858 |
| 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 21:49:21 |
Latest draft
from decision #3730 · action=reply · 2026-08-12 13:31:40 · dry-run
Hi Paula,
I am so sorry to hear this, and I completely understand why you are upset, especially as this order was meant to be a gift.
I can see your order #3336, for the Longchamp Le Pliage Tote in Navy. I want to get this sorted for you as quickly as possible.
Could you send me a quick photo of the item that arrived so I can see exactly what happened? Once I have that, I will look into the best way to put this right for you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Angry wrong-item complaint on order #3336 matches the wrong_item_intake case shape (apologise, cite order, ask for photo, promise nothing), but the customer's genuine anger triggers the fail-closed anger gate, so this is routed to human review 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:
Paula McQuade
Email:
paulamcquade6@gmail.com
Body:
Where is my order? There hasnt been any updates in almost
a week.
Hi Paula,
Thanks for reaching out! I can see your order #3336, and it's on its way to you.
I understand you haven't seen tracking updates for about a week - that's actually completely normal for international parcels like this one. Tracking can stay quiet while your parcel moves between courier hubs, and a gap like that doesn't mean anything has gone wrong.
Because of the higher order volume from our current sale, shipping times have been a bit longer than usual. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL364417044YP
If the tracking stays stuck after a little while longer, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
When should I expect delivery? Sent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 02/08/2026 10:15 (GMT+00:00) To: paulamcquade6@gmail.com Subject: Re: New customer message on 2 August 2026 at 10:12 Hi Paula,Thanks for reaching out! I can see your order #3336, and it's on its way to you.I understand you haven't seen tracking updates for about a week - that's actually completely normal for international parcels like this one. Tracking can stay quiet while your parcel moves between courier hubs, and a gap like that doesn't mean anything has gone wrong.Because of the higher order volume from our current sale, shipping times have been a bit longer than usual. Right now we estimate it to arrive within about 7 to 12 days.You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL364417044YPIf the tracking stays stuck after a little while longer, just let us know and we'll be happy to look into it further for you.Warm regards,AnnaCustomer Care TeamMarlow London
Hi Paula,
As I mentioned in my last message, we're looking at around 7 to 12 days from when your order shipped. Your tracking will show any updates as they come through.
Thanks for your patience!
Warm regards,
Anna
Customer Care Team
Marlow London
That is as you mentioned however, it still doesnt say ot has shipped on my side so I would appreciate a date! Sent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 02/08/2026 17:30 (GMT+00:00) To: paulamcquade6@gmail.com Subject: Re: New customer message on 2 August 2026 at 10:12 Hi Paula,As I mentioned in my last message, we're looking at around 7 to 12 days from when your order shipped. Your tracking will show any updates as they come through.Thanks for your patience!Warm regards,AnnaCustomer Care TeamMarlow London
Hi Paula,
I understand you're looking for a specific date - that makes total sense!
I can definitely confirm your order has shipped (tracking number UL364417044YP). Based on the order volume we're experiencing at the moment, our standard estimate is 7 to 12 days from shipment.
I don't have the exact ship date in front of me right now, so I can't count forward to give you a precise arrival date. Your best source for that information is actually your tracking page - as your parcel moves through the courier network, it will show you each stage (picked up, in transit, out for delivery, etc.), which will give you a much clearer picture of exactly when to expect it.
If you don't see any movement on the tracking after another few days, or if it gets close to the outer edge of that window and you're concerned, just let me know and we can look into it for you.
Warm regards,
Anna
Customer Care Team
Marlow London
I am absolutely raging! It has taken so long to receive my order which is a gift only for me to receive the wrong item!!! I ordered a tote bag and have received what can only be described as a purse! Sent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 03/08/2026 14:25 (GMT+00:00) To: paulamcquade6@gmail.com Subject: Re: New customer message on 2 August 2026 at 10:12 Hi Paula,I understand you're looking for a specific date - that makes total sense!I can definitely confirm your order has shipped (tracking number UL364417044YP). Based on the order volume we're experiencing at the moment, our standard estimate is 7 to 12 days from shipment.I don't have the exact ship date in front of me right now, so I can't count forward to give you a precise arrival date. Your best source for that information is actually your tracking page - as your parcel moves through the courier network, it will show you each stage (picked up, in transit, out for delivery, etc.), which will give you a much clearer picture of exactly when to expect it.If you don't see any movement on the tracking after another few days, or if it gets close to the outer edge of that window and you're concerned, just let me know and we can look into it for you.Warm regards,AnnaCustomer Care TeamMarlow London