Case #1254 — Marlow London

gracesaul20@gmail.com · order 3191 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 5 August 2026 at 08:12

Thread status

open

SLA due

not set

Opened

2026-08-05 07:13:03

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	206
thread_key	<E1020004-18C8D74AF79F1A25-F17DFD0D@shopify.com>
store_id	marlow
message_id	4905
case_id	1254
label	NOT_ARRIVED
label_confidence	first_pass
extracted_vars	{"order_number": "3191", "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 Grace, Thanks for reaching out, and sorry for the wait on this one, ten days without a clear update is frustrating. I've got your order 3191 under the email gracesaul20@gmail.com. I don't have anything to suggest it's lost, delays like this do happen from time to time, especially with orders that have to travel a bit further to reach you. If you don't see any movement in
actual_action	ignore
actual_text
agreed	0
latency_ms	11591
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 20:38:45

Latest draft

from decision #3094 · action=reply · 2026-08-05 07:14:30 · dry-run

Hi Grace, Thanks for reaching out, and I completely understand your concern after waiting this long and hearing quiet for a few days. Good news - I can see your order #3191 is in transit and actively on its way to you right now. The tracking confirms it's moving, so it definitely hasn't been lost. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL362763575YP We typically see parcels arrive within about 7 to 12 days from dispatch. International parcels can have gaps between tracking scans as they move between hubs, so a few days of quiet doesn't mean anything has gone wrong - that's completely normal at this stage. If you don't see any new movement after another week or so, please do let me know and I'll look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Shipping status inquiry with mild worry; tracking shows in transit within normal window; case (8) shipped_wismo.

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Full thread

in gracesaul20@gmail.com → support@marlow-london.com customer 2026-08-05 07:13:03

You received a new message from your online store's contact form. Country Code: GB Name: Grace Saul Email: gracesaul20@gmail.com Body: Hi there, I ordered a bag with you on 25th July and I am still waiting to receive it. I’m worried that is had got lost as I have not heard from the dispatcher or you in a few days. Would you be able to follow this up? It’s been over 10 days now. My order number is 3191

out support@marlow-london.com → gracesaul20@gmail.com tool 2026-08-05 07:14:31

in gracesaul20@gmail.com → support@marlow-london.com customer 2026-08-05 07:17:02

Hi there, I submitted an order with you on Saturday 25th July. It has now been 10 days and I have received minimal updates on this - I’m worried it has been lost. Can you please update me on how long it will take to arrive? My order number is :3191 Thanks Grace Sent from my iPhone