Case #1234 — Marlow London
michellealexander50@hotmail.co.uk · order 3459 · state imported · label none yet · rung 0
Facts
New customer message on 4 August 2026 at 14:11
open
not set
2026-08-04 13:12:31
—
2026-08-14 19:30:08
Engine shadow decision
| id | 713 |
|---|---|
| thread_key | <E1020004-18C89C46E916DEFE-388D9A61@shopify.com> |
| store_id | marlow |
| message_id | 5525 |
| case_id | 1234 |
| 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 | reply |
| actual_text | Hi Michelle, Thank you for coming back to me, and I'm sorry, I know this is frustrating, especially after being told to expect delivery yesterday and having nothing arrive. I've just checked your tracking again for order #3459. Right now it still shows as in transit, and based on where it is in the courier's network I would expect it within the next few days. I know we gave you a |
| agreed | 0 |
| latency_ms | 4112 |
| 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 21:39:45 |
Latest draft
from decision #3599 · action=reply · 2026-08-11 10:06:40 · dry-run
Hi Michelle,
Thank you for coming back to me, and I'm sorry, I know this is frustrating, especially after being told to expect delivery yesterday and having nothing arrive.
I've just checked your tracking again for order #3459. Right now it still shows as in transit, and based on where it is in the courier's network I would expect it within the next few days. I know we gave you a 7 to 12 day estimate a little while ago, and we're right at that point now, so I understand why this is dragging on longer than you'd like.
You can keep an eye on it here: https://marlow-london.com/apps/parcelpanel?nums=UL371657938YP
If it still hasn't turned up in the next couple of days, please come straight back to me and I will chase this further for you personally.
As an apology for the wait, here's a code for money off your next order: STORECREDIT15
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Repeat chase (2nd contact) on order #3459 with genuine complaint about a missed Evri delivery promise, not a plain shipped_wismo status ask, so matches tracking-stalled-repeat-chase and is held for human tone review rather than auto-sent. Draft acknowledges the repeat chase honestly, gives the real in-transit status without inventing an ETA, counts down the previously quoted window instead of resetting it, and includes STORECREDIT15 since no code has been offered yet in this thread and shipping
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Michelle Alwxander
Email:
michellealexander50@hotmail.co.uk
Body:
Where is my order, tracking is saying ever hav my order
from 1/8
Order number
UL3716579387P
Hi Michelle,
Thanks for reaching out. I've found your order and good news - it's on its way to you. Your tracking shows it is currently in transit, and based on the current carrier status I would expect it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL371657938YP
With these international parcels, tracking can sometimes go quiet between scans as it moves through different hubs, so gaps in updates are completely normal. Rest assured your order is on its way.
If it's still stuck after about a week or so, just let me know and we'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Michelle Alexander
Email:
michellealexander50@hotmail.co.uk
Body:
Evri were supposed to deliver my parcel
yesterday, still no sign of it. Could you please chase this up
for me, this is very fr