Case #1219 — Marlow London
dawn956@btinternet.com · order 2575 · state imported · label none yet · rung 0
Facts
New customer message on 4 August 2026 at 07:32
open
not set
2026-08-04 06:35:40
—
2026-08-14 19:30:08
Engine shadow decision
| id | 92 |
|---|---|
| thread_key | <E1020004-18C886831CF60044-44DB05D2@shopify.com> |
| store_id | marlow |
| message_id | 4745 |
| case_id | 1219 |
| label | NOT_ARRIVED |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2575", "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 | Hi Dawn, Sorry to hear it hasn't turned up. On our end, the delivery notification comes directly from the courier once they mark it as delivered, so I don't have a separate proof of delivery document beyond that status, it's the same information you received. Since it's showing as delivered, it's worth checking with any neighbours or other household members, and having a |
| actual_action | reply |
| actual_text | Hi Dawn, I'm so sorry the parcel hasn't arrived despite the carrier showing it as delivered - I completely understand how frustrating that must be. I can see the tracking shows your order marked as delivered. As a helpful check, parcels sometimes get left in a safe place like a porch, side entrance, or with a neighbour, so it's worth checking around your address and asking neighbo |
| agreed | 1 |
| latency_ms | 23887 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:20:51 |
Latest draft
from decision #2981 · action=reply · 2026-08-04 06:36:54 · dry-run
Hi Dawn,
I'm so sorry the parcel hasn't arrived despite the carrier showing it as delivered - I completely understand how frustrating that must be.
I can see the tracking shows your order marked as delivered. As a helpful check, parcels sometimes get left in a safe place like a porch, side entrance, or with a neighbour, so it's worth checking around your address and asking neighbours if you haven't already.
Rather than leave you without your items, I'd be happy to arrange a completely free replacement of both your Longchamp Le Pliage Totes (the Black and Navy) to the same address, with nothing to send back. If the original parcel does arrive later, you're welcome to keep it as well.
Just let me know if you'd like me to go ahead with the replacement, and I'll sort it straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Delivered-but-missing case: customer reports non-receipt despite carrier status showing delivered. Offering free replacement per policy override; awaiting confirmation before attaching manufacturer action.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Dawn Stubbings
Email:
dawn956@btinternet.com
Body:
ORDER #2575
I recieved an email stating this has been delivered. It has not.
Please provide evidence of delivery so I can attempt to locate
where this parcel has been delivered to. Otherwise please refund
Regards