Case #1224 — Marlow London
gracegraham@outlook.com · order 3565 · state imported · label none yet · rung 0
Facts
Order
open
not set
2026-08-04 09:38:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 903 |
|---|---|
| thread_key | <PAXP192MB1152996560BA33973D329BB7BED42@PAXP192MB1152.EURP192.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5736 |
| case_id | 1224 |
| 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 | 3718 |
| 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 21:53:40 |
Latest draft
from decision #3003 · action=reply · 2026-08-04 09:38:36 · dry-run
Hi there,
Good news, order #3565 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL372063493YP
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Shipped WISMO: order fulfilled with tracking at info received stage, no concerns or delays reported.
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Hello,
I was just wondering when my order would be shipped? There’s no update on the tracking details even after a week. It’s order number #3565
Many Thanks,
Grace
Hi there,
Good news, order #3565 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL372063493YP
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello can I please return my order #3565, the long champ bag. The size is not as I expected. Many thanks,
Grace