Case #1326 — Marlow London

courteney88@gmail.com · order 3679 · state imported · label none yet · rung 0

Facts

Subject

Important news about your order #3679

Thread status

open

SLA due

not set

Opened

2026-08-07 14:51:17

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	421
thread_key	<CAJ=kuNeuAB9qO81Pf9UE0dJwN4z=hzVBkPJROP4UpGBpA_QFkw@mail.gmail.com>
store_id	marlow
message_id	5156
case_id	1326
label	WHERE_IS_ORDER
label_confidence	first_pass
extracted_vars	{"order_number": "3679", "size_mentioned": "", "amount_mentioned": "54.95 GBP", "product_mentioned": "LONGCHAMP LE PLIAGE TOTE - BLACK", "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 Courteney, Thanks for checking in on order #3679. What I can see on our end is that the label for your Longchamp Le Pliage Tote in black was created and the parcel was handed to the carrier on the 3rd of August. Sometimes tracking pages sit without an update for a few days even while the parcel is moving between depots, so a quiet tracking page on its own doesn't mean something has gone
actual_action	reply
actual_text	Hi there, Thanks for checking in. Your order 3679 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
agreed	1
latency_ms	11739
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 21:13:23

Latest draft

from decision #3311 · action=reply · 2026-08-07 14:51:40 · dry-run

Hi there, Thanks for checking in. Your order 3679 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=UL389344498YP 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 is fulfilled but tracking is still at 'information received' after 4 days — used the locked tracking-stuck-info-received template with the real order number and tracking link.

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Full thread

in courteney88@gmail.com → support@marlow-london.com customer 2026-08-07 14:51:17

Hello, Please may I have an update on this order as the tracking hasn’t changed in 4 days? Many thanks, Courteney ---------- Forwarded message --------- From: Marlow-London <support@marlow-london.com> Date: Mon, 3 Aug 2026 at 14:53 Subject: Important news about your order #3679 To: Courteney McNamee <courteney88@gmail.com> This email contains information about your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ [image: logo black] <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_0> [image: logo black] <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_1> [image: Order tracking webshop] <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_2> *Dear Courteney,* The shipping label has been printed and the carrier has been notified. You can track your package using the button below. Kind regards, Maggie Track your order <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_3> *Order: #3679* 1 x LONGCHAMP LE PLIAGE TOTE - BLACK 54.95 GBP *You might also like this?* [image: Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_4> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_5> [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY] <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_6> LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_7> [image: Image of Edith | Everyday Comfort Sleeve Tee] <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_8> Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_9> [image: USP] <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_10> Homepage <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_11> Track your order <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_12> Contact <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_13> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe <https://ctrk.klclick1.com/l/01KZ3YD9VQFE1SRFCVMKHWPNTN_14>.

out support@marlow-london.com → courteney88@gmail.com tool 2026-08-09 22:14:55