Case #1249 — Marlow London

n9hol@yahoo.co.uk · order 3376 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 4 August 2026 at 21:24

Thread status

open

SLA due

not set

Opened

2026-08-04 20:27:48

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	189
thread_key	<E1020004-18C8B3F08DFEC929-FC72B5A9@shopify.com>
store_id	marlow
message_id	4886
case_id	1249
label	WHERE_IS_ORDER
label_confidence	first_pass
extracted_vars	{"order_number": "3376", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "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 Nicola, Thanks for reaching out about order 3376. I can see the concern with no tracking update since 2/8/26. Sometimes tracking pauses like this while the parcel is still moving between depots, and updates can be delayed even though the parcel is on its route. I don't have any further information beyond what you're seeing on the tracking page right now, but if there's no chan
actual_action	reply
actual_text	Hi Nicola, Thanks for reaching out! I can see your order is on its way to you right now. It's in transit and, because we're experiencing higher order volumes from our current sale, there can be slightly longer gaps between tracking updates - but that's completely normal for international parcels. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL3
agreed	1
latency_ms	7940
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 20:36:19

Latest draft

from decision #3078 · action=reply · 2026-08-04 20:28:43 · dry-run

Hi Nicola, Thanks for reaching out! I can see your order is on its way to you right now. It's in transit and, because we're experiencing higher order volumes from our current sale, there can be slightly longer gaps between tracking updates - but that's completely normal for international parcels. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL367606268YP From where your parcel is, we estimate it should arrive within about 7 to 12 days. If the tracking hasn't moved after another week or so, just let me know and we'll look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Plain shipping-status question on fulfilled order with real tracking link. Matches auto-send case (8) SHIPPED WISMO.

Compose / edit reply

Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.

Escalate to a human

Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.

Raise a supplier request

Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.

Money action — admin only

Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.

Actions on this thread

No pending/executed actions for this thread.

Case events

No case events logged yet.

Full thread

in n9hol@yahoo.co.uk → support@marlow-london.com customer 2026-08-04 20:27:48

You received a new message from your online store's contact form. Country Code: GB Name: Nicola Holland Smith Email: n9hol@yahoo.co.uk Body: Where is my parcel please? No update since 2/8/26 on tracking Thank you

out support@marlow-london.com → n9hol@yahoo.co.uk tool 2026-08-04 20:28:43