Case #1197 — Marlow London
ellahewitt85@gmail.com · order 3350 · state imported · label none yet · rung 0
Facts
New customer message on 3 August 2026 at 09:20
open
not set
2026-08-03 08:20:08
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1027 |
|---|---|
| thread_key | <E1020004-18C83DCCDEB1435D-83FBFD50@shopify.com> |
| store_id | marlow |
| message_id | 5873 |
| case_id | 1197 |
| 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 | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 4052 |
| 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 22:03:04 |
Latest draft
from decision #2799 · action=reply · 2026-08-03 08:25:59 · dry-run
Hi Ella,
Thank you for following up, and I completely understand your frustration - I'm sorry there haven't been many tracking updates yet and I apologise that the shipping times weren't made clearer when you ordered.
I can confirm your order #3350 for the Longchamp Le Pliage Tote is on its way to you. Because we've been experiencing significantly higher order volumes from our current sale, shipping times have extended and tracking updates can sometimes take a little longer to come through. You can follow the progress here: https://marlow-london.com/apps/parcelpanel?nums=UL364417645YP
With international parcels, gaps between tracking updates are completely normal - they often sit at certain stages for a few days while moving between hubs. Your parcel should arrive soon, and tracking typically updates again once it reaches the next major milestone.
As a sincere apology for the inconvenience and for not being clearer about shipping times at checkout, I'd like to give you a code for £15 off your next order: STORECREDIT15
If tracking still hasn't moved in the next few days or if you have any other concerns, please let me know and I'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is frustrated with shipping delays and lack of tracking updates; needs genuine acknowledgment, reassurance, and the shipping-complaint goodwill code per hard rule.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ella Hewitt
Email:
ellahewitt85@gmail.com
Body:
Order #3350
Tracking No. UL364417645YP
Not received. No update on tracking
Please give expected delivery date
Hi Ella,
Thanks for reaching out!
Good news, your order has been processed and is on its way. 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=UL364417645YP
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
Order #3350
Tracking No: UL364417645YP
Hello
I have had no update on this items delivery.
When do you expect delivery to take place.
There was no mention on ordering that deliveries would take so long.
Kind Regards
Ella Hewitt
Hi Ella,
Thank you for following up, and I completely understand your frustration - I'm sorry there haven't been many tracking updates yet and I apologise that the shipping times weren't made clearer when you ordered.
I can confirm your order #3350 for the Longchamp Le Pliage Tote is on its way to you. Because we've been experiencing significantly higher order volumes from our current sale, shipping times have extended and tracking updates can sometimes take a little longer to come through. You can follow the progress here: https://marlow-london.com/apps/parcelpanel?nums=UL364417645YP
With international parcels, gaps between tracking updates are completely normal - they often sit at certain stages for a few days while moving between hubs. Your parcel should arrive soon, and tracking typically updates again once it reaches the next major milestone.
As a sincere apology for the inconvenience and for not being clearer about shipping times at checkout, I'd like to give you a code for £15 off your next order: STORECREDIT15
If tracking still hasn't moved in the next few days or if you have any other concerns, please let me know and I'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Good morning
I need to return this item please.
It is not large enough and we will order a larger size.
1 x LONGCHAMP LE PLIAGE TOTE - NAVY
Please provide details for return
Kind Regards
Ella Hewitt
On Mon, Aug 3, 2026, 11:15 <support@marlow-london.com> wrote:
> Hi Ella,
>
> Thank you for following up, and I completely understand your frustration -
> I'm sorry there haven't been many tracking updates yet and I apologise that
> the shipping times weren't made clearer when you ordered.
>
> I can confirm your order #3350 for the Longchamp Le Pliage Tote is on its
> way to you. Because we've been experiencing significantly higher order
> volumes from our current sale, shipping times have extended and tracking
> updates can sometimes take a little longer to come through. You can follow
> the progress here:
> https://marlow-london.com/apps/parcelpanel?nums=UL364417645YP
>
> With international parcels, gaps between tracking updates are completely
> normal - they often sit at certain stages for a few days while moving
> between hubs. Your parcel should arrive soon, and tracking typically
> updates again once it reaches the next major milestone.
>
> As a sincere apology for the inconvenience and for not being clearer about
> shipping times at checkout, I'd like to give you a code for £15 off your
> next order: STORECREDIT15
>
> If tracking still hasn't moved in the next few days or if you have any
> other concerns, please let me know and I'll be happy to look into it
> further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Good morning
I need to return this item please.
It is not large enough and we will order a larger size.
1 x LONGCHAMP LE PLIAGE TOTE - NAVY
Please provide details for return
Kind Regards
Ella Hewitt