Case #1328 — Marlow London

natashakdyer@icloud.com · order 3521 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 7 August 2026 at 15:58

Thread status

open

SLA due

not set

Opened

2026-08-07 14:58:55

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	526
thread_key	<E1020004-18C98DDDF2029575-8A1DFD45@shopify.com>
store_id	marlow
message_id	5281
case_id	1328
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 Natasha, Thanks for reaching out, and no problem, I can confirm we do have your order. I've found it under your details, order 3521, the Longchamp Le Pliage Tote in navy, and I can see it's currently in transit and on its way to you. Based on where it's at, you can expect it to arrive within about 7 to 12 days. You can follow its progress here: https://marlow-london.com/apps/pa
agreed	0
latency_ms	4319
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 21:25:57

Latest draft

from decision #3416 · action=reply · 2026-08-09 08:20:39 · dry-run

Hi Natasha, Thanks for reaching out, and no problem, I can confirm we do have your order. I've found it under your details, order 3521, the Longchamp Le Pliage Tote in navy, and I can see it's currently in transit and on its way to you. Based on where it's at, you can expect it to arrive within about 7 to 12 days. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL372063255YP If it hasn't moved on much after that, just let me know and I'll be happy to look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Repeat WISMO chase on order 3521, which is fulfilled and currently in transit. Customer's new message sounds unsure whether we have her order, so per the link-repeat nuance the tracking link is repeated alongside a concrete real-stage sentence rather than a vague holding line. Matches shipped_wismo auto-send criteria: fulfilled order, real tracking, plain status question, no anger, no refund or cancellation demand.

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Full thread

in natashakdyer@icloud.com → support@marlow-london.com customer 2026-08-07 14:58:55

You received a new message from your online store's contact form. Country Code: GB Name: Natasha Williams Email: natashakdyer@icloud.com Body: Hi I placed an order about a week ago but can’t find my email order confirmation! The order is for Natasha Williams or Harriet Williams and our post code is SY5 9PY. Please can you let me know when order will arrive. Many thanks Natasha

out support@marlow-london.com → natashakdyer@icloud.com tool 2026-08-07 14:59:12

Hi Natasha, Thanks for reaching out, and no worries about the missing confirmation email, that happens sometimes and I'm glad to help confirm things directly. I've looked up your order under your email and found it, order 3521. I've checked your tracking directly and I can see it's in transit and on its way to you now. Based on where it's at, you can expect it to arrive within about 7 to 12 days. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL372063255YP If it hasn't moved on much after that, just let me know and I'll be happy to look into it further for you. Warm regards, Anna Customer Care Team Marlow London

in natashakdyer@icloud.com → support@marlow-london.com customer 2026-08-09 08:18:30

Dear customer service, Please can I check if you have my order my name is Natasha Williams and I thought I placed an order over 2 weeks ago it was a navy blue large longchamp bag I am unable to see order information I look forward to hearing from you Kind regards, Natasha Williams

out support@marlow-london.com → natashakdyer@icloud.com tool 2026-08-09 08:20:39