Case #1217 — Marlow London
karamccaig@icloud.com · order 3584 · state imported · label none yet · rung 0
Facts
open
not set
2026-08-03 23:21:41
—
2026-08-14 19:30:08
Engine shadow decision
| id | 601 |
|---|---|
| thread_key | <90CF6DD2-32A7-40FA-AA01-C57429379388@icloud.com> |
| store_id | marlow |
| message_id | 5397 |
| case_id | 1217 |
| 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 | 3964 |
| 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 21:31:31 |
Latest draft
from decision #2972 · action=reply · 2026-08-03 23:23:25 · dry-run
Hi Kara,
Thanks for reaching out, and I completely understand you need this by the 11th.
Good news, your order 3584 is on its way. The tracking currently shows it's in the early stage of its journey (information received), which is the normal first stage for these international parcels. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL375008244YP
With your timeline in mind, I want to be honest: we estimate 7 to 12 days for delivery, so arrival by the 11th is possible, but it's not guaranteed. Everything depends on how quickly the courier moves it over the next few days.
As a gesture for the uncertainty, here's £15 off your next order with us: STORECREDIT15
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Delivery deadline (8 days) vs 7-12 day window creates real risk; honest about timing and including goodwill code per shipped_wismo case.
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Hello I ahve placed an order but I need it in time for 11th of August do u know if it will be here on time
Hi Kara,
Thanks for reaching out, and I completely understand you need this by the 11th.
Good news, your order 3584 is on its way. The tracking currently shows it's in the early stage of its journey (information received), which is the normal first stage for these international parcels. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL375008244YP
With your timeline in mind, I want to be honest: we estimate 7 to 12 days for delivery, so arrival by the 11th is possible, but it's not guaranteed. Everything depends on how quickly the courier moves it over the next few days.
As a gesture for the uncertainty, here's £15 off your next order with us: STORECREDIT15
Warm regards,
Anna
Customer Care Team
Marlow London
Hello I’ve emailed a few days ago about my order and it still hasn’t arrived the tracking isn’t any help what so ever because it doesn’t actually tell me where abouts it is or how close it it to me I need this for my last day back at high school and it takes 2 weeks for a bag to come? That is ridiculous I hope to hear back soon.
Kara mccaig
Sent from my iPhone
> On 9 Aug 2026, at 10:19 am, karamccaig@icloud.com wrote:
>
> Hello I’ve emailed a few days ago about my order and it still hasn’t arrived the tracking isn’t any help what so ever because it doesn’t actually tell me where abouts it is or how close it it to me I need this for my last day back at high school and it takes 2 weeks for a bag to come? That is ridiculous I hope to hear back soon.
>
> Kara mccaig