Case #1322 — Marlow London
laboushakra@googlemail.com · order 3659 · state imported · label none yet · rung 0
Facts
New customer message on 7 August 2026 at 13:47
open
not set
2026-08-07 12:49:11
—
2026-08-14 19:30:08
Engine shadow decision
| id | 952 |
|---|---|
| thread_key | <E1020004-18C986B2E4E6929A-09527DDB@shopify.com> |
| store_id | marlow |
| message_id | 5788 |
| case_id | 1322 |
| 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 there, Thank you for reaching out, and I am sorry for the frustration, I completely understand two weeks already feels like a long wait, especially for something that was not cheap. I've checked on order 3659, and your Longchamp Le Pliage Tote in Black is in transit and on its way to you. Because of much higher order volume from our current sale, shipping times have increased a little, a |
| agreed | 0 |
| latency_ms | 3723 |
| 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 21:57:21 |
Latest draft
from decision #3835 · action=reply · 2026-08-13 16:48:29 · dry-run
Hi there,
Thank you for reaching out, and I am sorry for the frustration, I completely understand two weeks already feels like a long wait, especially for something that was not cheap.
I've checked on order 3659, and your Longchamp Le Pliage Tote in Black is in transit and on its way to you. Because of much higher order volume from our current sale, shipping times have increased a little, and we estimate it to arrive within about 7 to 12 days, so you should have it soon.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL389344422YP
As an apology for the wait, here is £15 off your next order with us: STORECREDIT15
If it hasn't arrived within the next few days, please let me know and I will look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Fulfilled order with real tracking, customer is frustrated about a two-week delay with no refund/legal/chargeback demand — honest in-transit status plus the shipping-complaint goodwill code per the HARD RULE.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Laila Aboushakra
Email:
laboushakra@googlemail.com
Body:
Hi where is the order UL389344422YP please as there has
been not previous updates surely it should be delivered by now
Hi Laila,
Thanks for reaching out, and sorry for the wait on this one.
I've matched this to order #3659 (from your details) - do let me know if that's not the right one.
I can see your order is booked in with our courier and the shipping label is created, but the tracking currently shows it is still at the "information received" stage, meaning it hasn't yet had its first collection scan. I know that's frustrating when you were expecting more movement by now. With our current sale we're seeing a much higher volume of orders than usual, and this is pushing some parcels through a bit more slowly than normal between the label being created and collection.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL389344422YP
Based on where things stand, we'd estimate around 7 to 12 days for it to arrive. I know that's a longer wait than you should have to deal with, and I am sorry for that.
If there's still no movement in the next few days, just let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
This is bit shocking on how long this is taken
I ordered two weeks ago more then 7 days now
It’s not cheap where’s the bag
On Sun, 9 Aug 2026 at 23:18, <support@marlow-london.com> wrote:
> Hi Laila,
>
> Thanks for reaching out, and sorry for the wait on this one.
>
> I've matched this to order #3659 (from your details) - do let me know if
> that's not the right one.
>
> I can see your order is booked in with our courier and the shipping label
> is created, but the tracking currently shows it is still at the
> "information received" stage, meaning it hasn't yet had its first
> collection scan. I know that's frustrating when you were expecting more
> movement by now. With our current sale we're seeing a much higher volume of
> orders than usual, and this is pushing some parcels through a bit more
> slowly than normal between the label being created and collection.
>
> You can follow it here:
> https://marlow-london.com/apps/parcelpanel?nums=UL389344422YP
>
> Based on where things stand, we'd estimate around 7 to 12 days for it to
> arrive. I know that's a longer wait than you should have to deal with, and
> I am sorry for that.
>
> If there's still no movement in the next few days, just let me know and
> I'll look into it further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>