Case #1244 — Marlow London
e.l.kerrigan@outlook.com · order 3533 · state imported · label none yet · rung 0
Facts
Order #3533
open
not set
2026-08-04 16:09:23
—
2026-08-14 19:30:08
Engine shadow decision
| id | 173 |
|---|---|
| thread_key | <AS8PR02MB656563061F10B75A8F014B81DAD42@AS8PR02MB6565.eurprd02.prod.outlook.com> |
| store_id | marlow |
| message_id | 4869 |
| case_id | 1244 |
| label | ACCEPTS_OFFER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3533", "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 | Hi, You're so welcome. Thanks for the kind words, they really do make our day. A member of our team is personally looking into your order, so you're in good hands. Warmly, Anna |
| actual_action | reply |
| actual_text | You're very welcome, Elizabeth! Thank you for getting in touch. Enjoy your tote when it arrives! Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 6224 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:33:39 |
Latest draft
from decision #3062 · action=reply · 2026-08-04 16:15:56 · dry-run
You're very welcome, Elizabeth! Thank you for getting in touch. Enjoy your tote when it arrives!
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer sent a simple thank you with no questions or further requests.
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Full thread
Hi,
I am reaching out regarding the above order. Can you please tell me when i will receive this as i have had no updates.
Thanks
Elizabeth kerrigan
Sent from my iPhone
Hi there,
Thanks for checking in. Your order 3533 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=UL372063119YP
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
Thank you Anna 😊
Sent from my iPhone
> On 4 Aug 2026, at 17:10, support@marlow-london.com wrote:
>
> Hi there,
>
> Thanks for checking in. Your order 3533 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=UL372063119YP
>
> 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
You're very welcome, Elizabeth! Thank you for getting in touch. Enjoy your tote when it arrives!
Warm regards,
Anna
Customer Care Team
Marlow London