Case #1335 — Marlow London

shhunter82@live.co.uk · order 3739 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 7 August 2026 at 22:32

Thread status

open

SLA due

not set

Opened

2026-08-07 21:33:30

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	447
thread_key	<E1020004-18C9A364355B9547-03DBB365@shopify.com>
store_id	marlow
message_id	5188
case_id	1335
label	WHERE_IS_ORDER
label_confidence	first_pass
extracted_vars	{"order_number": "3739", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "black LONGCHAMP bag", "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 Stuart, Thanks for reaching out. Your order number is 3739, it just wasn't included in the confirmation email layout. You can use that number to look up your tracking. Let me know if you need anything else. Anna
actual_action	reply
actual_text	Hi there, Thanks for checking in. Your order 3739 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	6041
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 21:16:49

Latest draft

from decision #3337 · action=reply · 2026-08-07 21:33:50 · dry-run

Hi there, Thanks for checking in. Your order 3739 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=UL397310765YP 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: Matched exact-rule tracking-stuck-info-received; order found by email lookup, tracking stuck at information received, plain WISMO with no other request.

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 shhunter82@live.co.uk → support@marlow-london.com customer 2026-08-07 21:33:30

You received a new message from your online store's contact form. Country Code: GB Name: Stuart Hunter Email: shhunter82@live.co.uk Body: I ordered a black LONGCHAMP bag on Wednesday and went to check tracking but don’t seem to have an order number on my confirmation email? Can you please advise. Thanks

out support@marlow-london.com → shhunter82@live.co.uk tool 2026-08-07 21:33:51