Case #1311 — Marlow London

gt60tumbly@yahoo.co.uk · order 3536 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 7 August 2026 at 11:05

Thread status

open

SLA due

not set

Opened

2026-08-07 10:07:15

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	605
thread_key	<E1020004-18C97DE556B34D96-A22154BC@shopify.com>
store_id	marlow
message_id	5402
case_id	1311
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	reply
actual_text	Hi Geoffrey, Thanks for reaching out, and sorry you haven't received order #3536 yet. Good news, it's already on its way and currently in transit. We estimate it should arrive within about 7 to 12 days. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL372063309YP If the tracking hasn't moved after a little while, just let us know and we'll
agreed	0
latency_ms	3886
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 21:31:48

Latest draft

from decision #3493 · action=reply · 2026-08-10 09:09:44 · dry-run

Hi Geoffrey, Thanks for reaching out, and sorry you haven't received order #3536 yet. Good news, it's already on its way and currently in transit. We estimate it should arrive within about 7 to 12 days. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL372063309YP If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Fulfilled order #3536 with real tracking and carrier stage In transit; plain WISMO question with no complaint, emotional context, or other request, so no code needed.

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 gt60tumbly@yahoo.co.uk → support@marlow-london.com customer 2026-08-07 10:07:15

You received a new message from your online store's contact form. Country Code: GB Name: Geoffrey Thompson Email: gt60tumbly@yahoo.co.uk Body: I ordered for my wife a bag, could you please inform me where it is and when will we receive it.

out support@marlow-london.com → gt60tumbly@yahoo.co.uk tool 2026-08-07 10:07:34

Hi Geoffrey, Thanks for reaching out, and I'd be glad to help with this. I can see your order (order 3635) is booked in with the courier and the shipping label has already been created. The tracking currently shows "information received", which is the very first stage - this means the courier has the parcel details but has not yet physically collected it. It is completely normal for this to sit here for a few days before the next scan happens, so there is nothing to worry about. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3003045772472CN Because of the higher order volume from our current sale, we are estimating around 7 to 12 days for delivery. If it is still showing no movement after about a week, just let me know and I will look into it further for you. Warm regards, Anna Customer Care Team Marlow London

in gt60tumbly@yahoo.co.uk → support@marlow-london.com customer 2026-08-10 09:08:03

You received a new message from your online store's contact form. Country Code: GB Name: Geoffrey Thompson Email: gt60tumbly@yahoo.co.uk Body: Could you please help as my order number #3536 has not been received.

out support@marlow-london.com → gt60tumbly@yahoo.co.uk tool 2026-08-10 09:09:45