Case #1206 — Marlow London
traceyhallkelly@hotmail.com · order 3444 · state imported · label none yet · rung 0
Facts
New customer message on 3 August 2026 at 14:15
open
not set
2026-08-03 13:18:01
—
2026-08-14 19:30:08
Engine shadow decision
| id | 639 |
|---|---|
| thread_key | <E1020004-18C84DF0A2DEBDFD-032D98A3@shopify.com> |
| store_id | marlow |
| message_id | 5449 |
| case_id | 1206 |
| 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 | 3972 |
| 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 21:34:20 |
Latest draft
from decision #2885 · action=reply · 2026-08-03 14:02:15 · dry-run
You're welcome! Thanks for getting in touch, and we hope you enjoy your order when it arrives.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Simple thank-you acknowledgement with no further question or action needed.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Tracey Kelly
Email:
traceyhallkelly@hotmail.com
Body:
Tracking isn’t working for delivery? What day will it
come?
Hi there,
Good news, order 3444 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=UL368858047YP
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
Thank u
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 03 August 2026 14:55:44
To: traceyhallkelly@hotmail.com <traceyhallkelly@hotmail.com>
Subject: Re: New customer message on 3 August 2026 at 14:15
Hi there,
Good news, order 3444 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=UL368858047YP
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
You're welcome! Thanks for getting in touch, and we hope you enjoy your order when it arrives.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi I still haven’t received my order that’s been 13 days from I order it
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 04 August 2026 13:39:03
To: traceyhallkelly@hotmail.com <traceyhallkelly@hotmail.com>
Subject: Re: New customer message on 3 August 2026 at 14:15
You're welcome! Thanks for getting in touch, and we hope you enjoy your order when it arrives.
Warm regards,
Anna
Customer Care Team
Marlow London