Case #1240 — Marlow London
giovannadiceglie@btinternet.com · order 3607 · state imported · label none yet · rung 0
Facts
Important news about your order #3607
open
not set
2026-08-04 14:33:02
—
2026-08-14 19:30:08
Engine shadow decision
| id | 592 |
|---|---|
| thread_key | <6A71593500145C02@btprdrgo002.btinternet.com> (added by postmaster@btinternet.com) |
| store_id | marlow |
| message_id | 5386 |
| case_id | 1240 |
| 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 Giovanna, Thanks for coming back to me, and that's a fair question. I can't say for certain from here whether your parcel will be delivered directly to your address or to a local collection point such as Costcutter. That decision is made by the local delivery courier once the parcel reaches your area, based on their normal delivery process, so it isn't something we control from |
| agreed | 0 |
| latency_ms | 3833 |
| 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 21:30:50 |
Latest draft
from decision #3480 · action=reply · 2026-08-10 08:15:20 · dry-run
Hi Giovanna,
Thanks for coming back to me, and that's a fair question.
I can't say for certain from here whether your parcel will be delivered directly to your address or to a local collection point such as Costcutter. That decision is made by the local delivery courier once the parcel reaches your area, based on their normal delivery process, so it isn't something we control from our end.
The good news is that as your order moves further along, the tracking page will update with the exact delivery details, including whether it is being left at a collection point instead of your door. You can keep an eye on it here: https://marlow-london.com/apps/parcelpanel?nums=UL379845089YP
Right now it's still in transit, and we'd expect it to arrive within the next few days. I'll be very happy to look into it further if anything is unclear as it gets closer to arriving.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer asked specifically whether delivery will be to her address or a relay/collection point, which we cannot confirm from our data, so drafted an honest reply with a decayed delivery window and repeated the tracking link since it directly helps answer her question, then left for human review.
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My order seemed stuck somewhere as I have not received it yet.Could you please let me know when it is likely to be delivered?With many thanks,GiovannaSent from my Galaxy
-------- Original message --------From: Marlow-London <support@marlow-london.com> Date: 31/07/2026 07:41 (GMT+00:00) To: Giovanna Di Ceglie <giovannadiceglie@btinternet.com> Subject: Important news about your order #3607
This email contains information about your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
Dear Giovanna,The shipping label has been printed and the carrier has been notified.You can track your package using the button below. Kind regards,Maggie
Track your order
Order: #3607
1 x LONGCHAMP LE PLIAGE TOTE - MARSHMALLOW
54.95 GBP
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Hi there,
Thanks for checking in. Your order 3607 is booked in with the courier and the shipping label is already created - I can see the tracking currently shows "information received", which is just the very first stage. That means the courier has your parcel's details but has not yet physically collected it from us. 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=UL379845089YP
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
Many thanks Anna for your prompt reply.Regards,GiovannaSent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 04/08/2026 15:33 (GMT+00:00) To: giovannadiceglie@btinternet.com Subject: RE: Important news about your order #3607 Hi there,Thanks for checking in. Your order 3607 is booked in with the courier and the shipping label is already created - I can see the tracking currently shows "information received", which is just the very first stage. That means the courier has your parcel's details but has not yet physically collected it from us. 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=UL379845089YPIf it's still stuck after about a week, let me know and I'll look into it further for you.Warm regards,AnnaCustomer Care TeamMarlow London
That's wonderful, Giovanna. Thank you for your patience, and I hope the order arrives soon. Do get in touch if you need anything else.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna,I still don't know where the parcel is going to be delivered if at my address asI thought or at a Costcutter by relay not far from where I leave.Regards,GiovannaSent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 09/08/2026 23:09 (GMT+00:00) To: giovannadiceglie@btinternet.com Subject: RE: Important news about your order #3607 That's wonderful, Giovanna. Thank you for your patience, and I hope the order arrives soon. Do get in touch if you need anything else.Warm regards,AnnaCustomer Care TeamMarlow London
Hi Giovanna,
Thanks for coming back to me, and that's a fair question.
I can't say for certain from here whether your parcel will be delivered directly to your address or to a local collection point such as Costcutter. That decision is made by the local delivery courier once the parcel reaches your area, based on their normal delivery process, so it isn't something we control from our end.
The good news is that as your order moves further along, the tracking page will update with the exact delivery details, including whether it is being left at a collection point instead of your door. You can keep an eye on it here: https://marlow-london.com/apps/parcelpanel?nums=UL379845089YP
Right now it's still in transit, and we'd expect it to arrive within the next few days. I'll be very happy to look into it further if anything is unclear as it gets closer to arriving.
Warm regards,
Anna
Customer Care Team
Marlow London