Case #1242 — Marlow London

johnmarkfoster01@gmail.com · order 3549 · state imported · label none yet · rung 0

Facts

Subject

Order: #3549

Thread status

open

SLA due

not set

Opened

2026-08-04 15:12:42

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	164
thread_key	<E88A5435-F242-4A3C-B4A1-2BA8EB88CE2E@gmail.com>
store_id	marlow
message_id	4854
case_id	1242
label	WHERE_IS_ORDER
label_confidence	first_pass
extracted_vars	{"order_number": "3549", "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 John, Thanks for reaching out about order 3549. I don't have a specific delivery update to share with you right now beyond what's in our system. What I can tell you is that your order is confirmed and in progress. If you don't see movement soon, reply here with your order number and we'll take another look. Warmly, Anna
actual_action	reply
actual_text	Hi there, Thanks for checking in. Your order #3549 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 day
agreed	1
latency_ms	6750
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 20:32:09

Latest draft

from decision #3053 · action=reply · 2026-08-04 15:14:14 · dry-run

Hi there, Thanks for checking in. Your order #3549 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=UL372063330YP 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: Straightforward post-ship delivery status question; RULE tracking-stuck-info-received applies (order fulfilled with tracking at info-received stage)

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Full thread

in johnmarkfoster01@gmail.com → support@marlow-london.com customer 2026-08-04 15:12:42

Hello, I placed the order above on the 23/7/26. Since the email detailing my order number I have received no further updates as to when to expect delivery. Can you please advise as to when I can expect the bag to arrive? Many thanks, John. Sent from my iPhone

out support@marlow-london.com → johnmarkfoster01@gmail.com tool 2026-08-04 15:14:14