Case #1284 — Marlow London
isabelshanahan123@gmail.com · order 3602 · state imported · label none yet · rung 0
Facts
New customer message on 6 August 2026 at 11:32
open
not set
2026-08-06 10:32:55
—
2026-08-14 19:30:08
Engine shadow decision
| id | 303 |
|---|---|
| thread_key | <E1020004-18C930CA0D5B4B0B-194EAA55@shopify.com> |
| store_id | marlow |
| message_id | 5014 |
| case_id | 1284 |
| label | NOT_ARRIVED |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3602", "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 Isabel, Thank you for reaching out about order 3602. I'm sorry to hear it hasn't arrived yet. Could you confirm the shipping address you used at checkout, just so I can make sure everything's correct on our end? Once I have that, I can look into where things stand with your order and get back to you with the next steps. Thanks for your patience. Best, Anna |
| actual_action | reply |
| actual_text | Hi Isabel, Thank you for reaching out, and I am sorry to hear your order has not arrived yet. I can see your order 3602 is booked in with the courier and the shipping label has already been created. Right now the tracking shows it is still at the information received stage, which means the courier has your parcel's details but has not yet physically collected it for its first scan. This is |
| agreed | 1 |
| latency_ms | 6358 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:54:23 |
Latest draft
from decision #3192 · action=reply · 2026-08-06 10:33:29 · dry-run
Hi Isabel,
Thank you for reaching out, and I am sorry to hear your order has not arrived yet.
I can see your order 3602 is booked in with the courier and the shipping label has already been created. Right now the tracking shows it is still at the information received stage, which means the courier has your parcel's details but has not yet physically collected it for its first scan. This is completely normal for the first few days and does not mean anything has gone wrong, though I do understand the wait is frustrating.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL379845075YP
Based on where things stand at the moment, we would expect it to arrive within about 7 to 12 days.
As your order has not arrived yet, I am not able to process a refund for it at this stage, since it is genuinely still on its way to you. Please do not worry, if it has not turned up within a reasonable time we will make sure this is put right for you.
As an apology for the wait, here is a code for money off your next order with us: STORECREDIT15
If there is anything else I can help with in the meantime, please just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Refund demand on an order that has not arrived yet (still at information received) — HARD RULE bars a refund here, so I refused it honestly, gave the real tracking status/link and window, and offered the shipping-complaint goodwill code.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Isabel Shanahan
Email:
isabelshanahan123@gmail.com
Body:
My order has not arrived. I would like my money back.