Case #1228 — Marlow London
sandra.bramwell@yahoo.com · order 3285 · state imported · label none yet · rung 0
Facts
New customer message on 4 August 2026 at 11:59
open
not set
2026-08-04 11:00:52
—
2026-08-14 19:30:08
Engine shadow decision
| id | 125 |
|---|---|
| thread_key | <E1020004-18C89516B8A9BB80-BB10BD78@shopify.com> |
| store_id | marlow |
| message_id | 4785 |
| case_id | 1228 |
| label | WHERE_IS_ORDER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3285", "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 Sandra, Thanks for reaching out about order 3285. I don't have live tracking details in front of me right now to give you an exact delivery date, but I can tell you the tracking number on file is UL364417530YP. I'd recommend checking that number directly with the courier for the most up to date status, as it will show real time scan updates as the parcel moves. If you're still |
| actual_action | reply |
| actual_text | Hi there, Good news, order 3285 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 | 6875 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:25:58 |
Latest draft
from decision #3014 · action=reply · 2026-08-04 11:01:58 · dry-run
Hi there,
Good news, order 3285 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=UL364417530YP
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 order delivery question with real tracking number at info-received stage; matches RULE tracking-stuck-info-received for auto-send.
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:
Sandra Bramwell
Email:
sandra.bramwell@yahoo.com
Body:
Could you advise when I will receive my order.
Tracking: UL364417530YP
Order: 3285
Hi there,
Good news, order 3285 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=UL364417530YP
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