Case #1331 — Marlow London

paul.piper@me.com · order 3656 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 7 August 2026 at 18:36

Thread status

open

SLA due

not set

Opened

2026-08-07 17:37:56

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	437
thread_key	<E1020004-18C9967E68519AA5-BB18FFB6@shopify.com>
store_id	marlow
message_id	5175
case_id	1331
label	WHERE_IS_ORDER
label_confidence	first_pass
extracted_vars	{"order_number": "3656", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "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 Paul, Thanks for reaching out about order 3656. I can see your parcel is still showing Info Received on tracking number UL389344303YP. That status means the courier has the label details but hasn't physically scanned the parcel into their network yet, so it hasn't started moving. I don't have any further update beyond what the tracking currently shows. If the status hasn'
actual_action	reply
actual_text	Hi there, Thanks for checking in. Your order 3656 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	8737
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 21:15:38

Latest draft

from decision #3327 · action=reply · 2026-08-07 17:38:24 · dry-run

Hi there, Thanks for checking in. Your order 3656 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=UL389344303YP 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: Plain shipping-status check on a fulfilled order still at information received; used the locked tracking-stuck-info-received template verbatim.

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Full thread

in paul.piper@me.com → support@marlow-london.com customer 2026-08-07 17:37:56

You received a new message from your online store's contact form. Country Code: GB Name: Paul Piper Email: paul.piper@me.com Body: Hi, can you please confirm the status of my order, it has been stuck in Info Received status since the 3rd of August.order number is 3656, tracking number UL389344303YP. Thanks

out support@marlow-london.com → paul.piper@me.com tool 2026-08-07 17:38:24