Case #1226 — Marlow London

erinewing46@gmail.com · order 3276 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 4 August 2026 at 11:23

Thread status

open

SLA due

not set

Opened

2026-08-04 10:24:40

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	120
thread_key	<E1020004-18C89321A0A3321D-6D49F9CA@shopify.com>
store_id	marlow
message_id	4778
case_id	1226
label	WHERE_IS_ORDER
label_confidence	first_pass
extracted_vars	{"order_number": "3276", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "bag", "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 Erin, Thanks for reaching out about order 3276. I don't have a tracking update to share with you in this message, but I want to be upfront with you rather than leave you guessing. Let me check into the specifics of where your bag stands and I'll make sure you get a clear answer tied to your order number. If you don't hear back from us soon, please reply to this email and refer
actual_action	reply
actual_text	Hi Erin, Good news, order #3276 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:
agreed	1
latency_ms	8600
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 20:25:09

Latest draft

from decision #3009 · action=reply · 2026-08-04 10:25:00 · dry-run

Hi Erin, Good news, order #3276 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=UL364417115YP 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: Plain shipping-status question on a fulfilled order with real tracking. Matches auto-send case SHIPPED WISMO with no delay complaint or emotional context.

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Full thread

in erinewing46@gmail.com → support@marlow-london.com customer 2026-08-04 10:24:40

You received a new message from your online store's contact form. Country Code: GB Name: Erin Ewing Email: erinewing46@gmail.com Body: Hi there, I ordered a bag from yourselves on the 27th of July and haven’t heard anything about shipping etc? I was wondering if you could give me an update on my order. Thanks.

out support@marlow-london.com → erinewing46@gmail.com tool 2026-08-04 10:25:00