Case #1233 — Marlow London
sueshawphysio@gmail.com · order 3365 · state imported · label none yet · rung 0
Facts
New customer message on 4 August 2026 at 13:51
open
not set
2026-08-04 12:53:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 139 |
|---|---|
| thread_key | <E1020004-18C89B2E6006CAE5-8397AF14@shopify.com> |
| store_id | marlow |
| message_id | 4815 |
| case_id | 1233 |
| label | NOT_ARRIVED |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3365", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "long ham ple plate tote", "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 Sue, Thank you for reaching out about order #3365 for the long ham ple plate tote. I can see the order and the tracking number UL 367606223YP that you shared. I understand it has not moved since July and that is frustrating, especially since you need this item urgently. At this moment I do not have any additional tracking detail beyond what you already have. I want to be upfront with you rat |
| actual_action | reply |
| actual_text | Hi Sue, Thank you for reaching out, and I'm really sorry you've been without clear movement on your order - I completely understand your concern. I can see your order #3365 (the Longchamp Le Pliage tote in navy) in our system. Your tracking currently shows "information received", which is the initial stage after a label is created - it means the courier has your parcel regist |
| agreed | 1 |
| latency_ms | 13960 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:28:16 |
Latest draft
from decision #3028 · action=reply · 2026-08-04 12:55:03 · dry-run
Hi Sue,
Thank you for reaching out, and I'm really sorry you've been without clear movement on your order - I completely understand your concern.
I can see your order #3365 (the Longchamp Le Pliage tote in navy) in our system. Your tracking currently shows "information received", which is the initial stage after a label is created - it means the courier has your parcel registered in their system, but it may not have been physically collected and scanned yet.
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL367606223YP
Once it moves past this initial stage, parcels typically arrive within about 7 to 12 days. I know you need this urgently, and I genuinely hope it arrives soon - the wait has been longer than it should be.
As an apology for the delay and uncertainty, here's £15 off your next order with us: STORECREDIT15
If you don't see it within the next 7 to 12 days, please get back to me straight away and we'll investigate further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: SHIPPED WISMO case - tracking stuck at info received since July warrants escalation flag despite auto-send approval.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Sue Shaw
Email:
sueshawphysio@gmail.com
Body:
I haven’t received my order#3365
Tracking number UL 367606223YP
1 long ham ple plate tote
I can’t see where it is since July
Please advise as I need it urgently
Thank you
Hi Sue,
Thank you for reaching out, and I'm really sorry you've been without clear movement on your order - I completely understand your concern.
I can see your order #3365 (the Longchamp Le Pliage tote in navy) in our system. Your tracking currently shows "information received", which is the initial stage after a label is created - it means the courier has your parcel registered in their system, but it may not have been physically collected and scanned yet.
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL367606223YP
Once it moves past this initial stage, parcels typically arrive within about 7 to 12 days. I know you need this urgently, and I genuinely hope it arrives soon - the wait has been longer than it should be.
As an apology for the delay and uncertainty, here's £15 off your next order with us: STORECREDIT15
If you don't see it within the next 7 to 12 days, please get back to me straight away and we'll investigate further for you.
Warm regards,
Anna
Customer Care Team
Marlow London