Case #1306 — Marlow London
joanne.lycett22@yahoo.co.uk · order 3130 · state imported · label none yet · rung 0
Facts
My order
open
not set
2026-08-07 07:52:36
—
2026-08-14 19:30:08
Engine shadow decision
| id | 683 |
|---|---|
| thread_key | <780226216.550299.1786089137088@mail.yahoo.com> |
| store_id | marlow |
| message_id | 5494 |
| case_id | 1306 |
| 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 | 4032 |
| 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 21:37:32 |
Latest draft
from decision #3257 · action=reply · 2026-08-07 07:54:35 · dry-run
Hi there,
Thanks for checking in. Your order 3130 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=4PX3003018452462CN
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: Order #3130 is fulfilled but tracking is still stuck at the 'information received' stage, so this uses the locked tracking-stuck-info-received WISMO template with the real tracking link, no discount code per the exact-match rule.
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Full thread
Hi
I have still not received my order. Can you please advise, this was ordered ages ago!
Many thanks
Jo
Sent from Yahoo Mail for iPhone
Hi there,
Thanks for checking in. Your order 3130 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=4PX3003018452462CN
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
Hi
Thanks for such a quick response!
Where is this outfit coming from, how does it take so long to be processed and delivered? I ordered it 2 weeks ago?
Many thanks
Jo
Sent from Yahoo Mail for iPhone
On Friday, August 7, 2026, 8:54 am, support@marlow-london.com wrote:
Hi there,
Thanks for checking in. Your order 3130 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=4PX3003018452462CN
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
Good morning
Can I have a response please?
Many thanks
Jo
Sent from Yahoo Mail for iPhone
On Friday, August 7, 2026, 8:59 am, Joanne Lycett <joanne.lycett22@yahoo.co.uk> wrote:
Hi
Thanks for such a quick response!
Where is this outfit coming from, how does it take so long to be processed and delivered? I ordered it 2 weeks ago?
Many thanks
Jo
Sent from Yahoo Mail for iPhone
On Friday, August 7, 2026, 8:54 am, support@marlow-london.com wrote:
Hi there,
Thanks for checking in. Your order 3130 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=4PX3003018452462CN
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