Case #1221 — Marlow London
alexa.aplin@icloud.com · order 3518 · state imported · label none yet · rung 0
Facts
New customer message on 4 August 2026 at 09:13
open
not set
2026-08-04 08:13:47
—
2026-08-14 19:30:08
Engine shadow decision
| id | 654 |
|---|---|
| thread_key | <E1020004-18C88C0333D08D9F-94DDEA33@shopify.com> |
| store_id | marlow |
| message_id | 5464 |
| case_id | 1221 |
| 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 | 3740 |
| 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 21:35:25 |
Latest draft
from decision #3484 · action=reply · 2026-08-10 08:42:54 · dry-run
Hi Alexa,
I am so sorry, you should not have had to reach out more than once about this, and I completely understand how worrying it is not knowing where your order is, especially when it is a birthday present.
I want to reassure you straight away, your parcel is not lost. I have just checked the tracking for order #3518 directly and it is currently in transit and on its way to you. From where it is now, I would expect it to arrive within the next 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL372063082YP
I know that is not the instant answer you were hoping for, but please be assured nothing has gone wrong. If you could let me know the date of the birthday, I will keep a close eye on this for you and come back with an update well before then.
I am sorry again for the wait and for the extra emails you have had to send.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Repeat WISMO chase with anxiety about a lost parcel; gave honest in-transit status, tracking link, and estimate without auto-sending due to emotional context.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Alexa
Email:
alexa.aplin@icloud.com
Body:
Hi I have an order 3518 of a black bag , but I’ve had no
email to say it’s been dispatched and I ordered a week ago, it’s
for a birthday present and I’m hoping it will arrive many thanks
alexa
Hi Alexa,
Thanks for getting in touch! I can see order #3518 (the black Longchamp Le Pliage tote) is on its way to you right now.
You should have received a shipping email with a tracking link when it dispatched - it may have gone to your spam folder if you didn't see it, so do check there. But I have your tracking link here, so you can follow your parcel right away: https://marlow-london.com/apps/parcelpanel?nums=UL372063082YP
The tracking currently shows "information received", which is the first stage - it just means the courier has your parcel's details registered and is preparing for pickup. It's completely normal for this to stay on this status for a few days before the next scan updates, so there's nothing to worry about.
Because it's a birthday gift, I want to be honest with you: parcels at this stage usually arrive within about 7 to 12 days. If you'd like to tell me when the birthday is, I can give you a better sense of whether we're likely to make it in time.
Keep checking the tracking link above, and if it doesn't show any movement after a week or so, just let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi I stilll lm haven’t had any response on were my order is that was ordered on 28th July I have emailed and messaged but still no response or still no bag please can you help me with a response is my bag lost in transit ? Will send another many thanks Alexa Aplin
Sent from my iPhone
Hi Alexa,
I am so sorry, you should not have had to reach out more than once about this, and I completely understand how worrying it is not knowing where your order is, especially when it is a birthday present.
I want to reassure you straight away, your parcel is not lost. I have just checked the tracking for order #3518 directly and it is currently in transit and on its way to you. From where it is now, I would expect it to arrive within the next 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL372063082YP
I know that is not the instant answer you were hoping for, but please be assured nothing has gone wrong. If you could let me know the date of the birthday, I will keep a close eye on this for you and come back with an update well before then.
I am sorry again for the wait and for the extra emails you have had to send.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you so much for your kind email her birthday is on friday 14th , so will not make it on time many thanks again , at least I can tell her it’s on its way many thanks Alexa
Sent from my iPhone
> On 10 Aug 2026, at 14:30, support@marlow-london.com wrote:
>
> Hi Alexa,
>
> I am so sorry, you should not have had to reach out more than once about this, and I completely understand how worrying it is not knowing where your order is, especially when it is a birthday present.
>
> I want to reassure you straight away, your parcel is not lost. I have just checked the tracking for order #3518 directly and it is currently in transit and on its way to you. From where it is now, I would expect it to arrive within the next 7 to 12 days.
>
> You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL372063082YP
>
> I know that is not the instant answer you were hoping for, but please be assured nothing has gone wrong. If you could let me know the date of the birthday, I will keep a close eye on this for you and come back with an update well before then.
>
> I am sorry again for the wait and for the extra emails you have had to send.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London