Case #1262 — Marlow London

kbwx@hotmail.co.uk · order 3572 · state imported · label none yet · rung 0

Facts

Subject

ORDER #3572

Thread status

open

SLA due

not set

Opened

2026-08-05 10:57:31

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	870
thread_key	<DB9P251MB06179F30A886BF30E9ED71F294D32@DB9P251MB0617.EURP251.PROD.OUTLOOK.COM>
store_id	marlow
message_id	5703
case_id	1262
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	escalate
actual_text
agreed	1
latency_ms	3912
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 21:51:15

Latest draft

from decision #3119 · action=reply · 2026-08-05 10:58:36 · dry-run

Hi Katie, Thanks for checking in. Your order #3572 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=UL375008258YP 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: Shipping status question on fulfilled order with tracking stuck at 'information received' - shipped_wismo auto-send.

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Full thread

in kbwx@hotmail.co.uk → support@marlow-london.com customer 2026-08-05 10:57:31

Hi, Please can you check the status of my order as it hasn't changed since the 30th from 'info received' Thanks, Katie Sent from Outlook for iOS<https://aka.ms/o0ukef>

out support@marlow-london.com → kbwx@hotmail.co.uk tool 2026-08-05 10:58:37

in kbwx@hotmail.co.uk → support@marlow-london.com customer 2026-08-12 09:56:41

Hi, My parcel has still not arrived. If it doesn’t arrive in the next 2 days I will be requesting a refund. Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 05 August 2026 11:58:37 To: kbwx@hotmail.co.uk <kbwx@hotmail.co.uk> Subject: Re: ORDER #3572 Hi Katie, Thanks for checking in. Your order #3572 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=UL375008258YP 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

in kbwx@hotmail.co.uk → customer 2026-08-12 17:14:13

Yes — I’d make it firmer and clearly mention both the late delivery and the fact you believe the bag is counterfeit, while keeping it professional. Hi, I have just received my order, which arrived later than expected, and I am extremely disappointed to find that the Longchamp bag I received is not authentic. I would therefore like to request a full refund as soon as possible. Given that I have been sent a counterfeit item, I am not comfortable returning the bag before receiving my refund, as I am concerned about being left without either the item or my money. Please confirm how you intend to resolve this and when I can expect my refund to be processed. Once the refund has been received, I am happy to arrange the return of the bag. I would appreciate a prompt response. regards, Katie Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: katie watson <kbwx@hotmail.co.uk> Sent: Wednesday, 12 August 2026 10:55:10 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: ORDER #3572 Hi, My parcel has still not arrived. If it doesn’t arrive in the next 2 days I will be requesting a refund. Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 05 August 2026 11:58:37 To: kbwx@hotmail.co.uk <kbwx@hotmail.co.uk> Subject: Re: ORDER #3572 Hi Katie, Thanks for checking in. Your order #3572 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=UL375008258YP 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