Case #1222 — Marlow London
katherineinnes@me.com · order 3272 · state imported · label none yet · rung 0
Facts
Important news about your order #3272
open
not set
2026-08-04 08:53:06
—
2026-08-14 19:30:08
Engine shadow decision
| id | 104 |
|---|---|
| thread_key | <D453BDB0-2619-4C41-B458-65A3E81299D4@me.com> |
| store_id | marlow |
| message_id | 4758 |
| case_id | 1222 |
| label | WHERE_IS_ORDER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3272", "size_mentioned": "", "amount_mentioned": "54.95 GBP", "product_mentioned": "LONGCHAMP LE PLIAGE TOTE - EBONY", "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 Katherine, Thanks for reaching out about order #3272. At this stage, the shipping label for your Longchamp Le Pliage Tote in Ebony has been created and the courier has been notified, but the parcel has not yet been scanned into the courier's network. That is why there has been no movement on the tracking page since 27th July, it simply has not had its first scan yet. The tracking link i |
| actual_action | reply |
| actual_text | Hi Katherine, Thank you for coming back to me, and I am sorry - this is not good enough. Let me be straight with you. Your order #3272, the Longchamp tote in ebony, has been stuck on "information received" for over a week now. That is highly unusual, and frankly it is unacceptable. You should not have had to follow up. Here is the honest position. Your parcel is registered with the co |
| agreed | 1 |
| latency_ms | 14560 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:22:36 |
Latest draft
from decision #2993 · action=reply · 2026-08-04 08:55:05 · dry-run
Hi Katherine,
Thank you for coming back to me, and I am sorry - this is not good enough. Let me be straight with you. Your order #3272, the Longchamp tote in ebony, has been stuck on "information received" for over a week now. That is highly unusual, and frankly it is unacceptable.
You should not have had to follow up.
Here is the honest position. Your parcel is registered with the courier and has not yet had its next scan. I am not going to give you a delivery date I cannot stand behind - guessing at one and being wrong is worse than telling you plainly that I do not know yet.
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL364416931YP
And here is £15 off anything with us, for the trouble: STORECREDIT15
If there has not been any movement within the next couple of days, please write back to me and I will escalate this with our team right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Tracking stalled 8 days at 'information received' on repeat inquiry. Applied tracking-stalled-repeat-chase guidance: acknowledge frustration, name stall as unacceptable, provide tracking link, offer goodwill code per HARD RULE, set clear escalation trigger. Not auto-send (requires tone judgment).
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Hello, There has not been an update to my shipping status since 27th July. Which courier is the shipment with for me to track this with? When do you expect there to be an update? Thank you Katherine Sent from my iPhone Begin forwarded message: From: Marlow-London <support@marlow-london.com> Date: 27 July 2026 at 08:38:43 BST To: Katherine Innes <katherineinnes@me.com> Subject: Important news about your order #3272
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This email contains information about your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
Dear Katherine,
The shipping label has been printed and the carrier has been notified.
You can track your package using the button below.
Kind regards,
Maggie
Track your order
Order: #3272
1 x LONGCHAMP LE PLIAGE TOTE - EBONY
54.95 GBP
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Hi Katherine,
Thank you for coming back to me, and I am sorry - this is not good enough. Let me be straight with you. Your order #3272, the Longchamp tote in ebony, has been stuck on "information received" for over a week now. That is highly unusual, and frankly it is unacceptable.
You should not have had to follow up.
Here is the honest position. Your parcel is registered with the courier and has not yet had its next scan. I am not going to give you a delivery date I cannot stand behind - guessing at one and being wrong is worse than telling you plainly that I do not know yet.
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL364416931YP
And here is £15 off anything with us, for the trouble: STORECREDIT15
If there has not been any movement within the next couple of days, please write back to me and I will escalate this with our team right away.
Warm regards,
Anna
Customer Care Team
Marlow London