Case #1215 — Marlow London

shashiarora27@yahoo.com · order 2404 · state imported · label none yet · rung 0

Facts

Subject

Order

Thread status

open

SLA due

not set

Opened

2026-08-03 21:46:07

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	78
thread_key	<2079599298.6993583.1785793515800@mail.yahoo.com>
store_id	marlow
message_id	4728
case_id	1215
label	NOT_ARRIVED
label_confidence	first_pass
extracted_vars	{"order_number": "2404", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false}
decided_action	REPLY_INFO
decided_amount
decided_currency
rung_before	0
rung_after	0
interrupt_fired
breaker_fired	0
would_have_text	Dear Dr Arora, Thank you for reaching out about order 2404. I want to give you an accurate update rather than a guess, and I don't have the current shipping status in front of me right now. Please allow me to check the details tied to your order and confirm exactly where things stand. If you have a tracking number from your confirmation email, feel free to send it over and I will use that
actual_action	reply
actual_text	Hi Dr Arora, Thank you for reaching out, and I'm really sorry to hear your order hasn't arrived yet. I completely understand the frustration, especially when you were expecting it by last week. I've just checked your tracking, and I can see order #2404 is currently in transit with our courier. Because of higher order volume from our current sale, shipping times have increased a li
agreed	1
latency_ms	7115
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 20:18:18

Latest draft

from decision #2967 · action=reply · 2026-08-03 21:47:25 · dry-run

Hi Dr Arora, Thank you for reaching out, and I'm really sorry to hear your order hasn't arrived yet. I completely understand the frustration, especially when you were expecting it by last week. I've just checked your tracking, and I can see order #2404 is currently in transit with our courier. Because of higher order volume from our current sale, shipping times have increased a little, and these international orders typically take 7 to 12 days. Yours is progressing through the carrier network now. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002990127832CN I'm sorry it's taking longer than you'd hoped. As an apology for the inconvenience, here's a code for £15 off your next order with us: STORECREDIT15 If it hasn't moved or you have any other concerns, please just let me know. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Shipped WISMO with missed deadline; customer chasing late order. Provides tracking link, realistic window, and goodwill code per hard rule.

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Full thread

in shashiarora27@yahoo.com → support@marlow-london.com customer 2026-08-03 21:46:07

Dear sir I still have not received my order yetMy understanding from email was I should have received by last week Please advice Dr arora Sent from Yahoo Mail for iPhone

out support@marlow-london.com → shashiarora27@yahoo.com tool 2026-08-03 21:47:26