Case #1345 — Marlow London
chovin97raouf@gmail.com · order 3245 · state imported · label none yet · rung 0
Facts
Order #3245 is on its way for delivery?
open
not set
2026-08-08 10:29:41
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1043 |
|---|---|
| thread_key | <CAA7oX0SZ2Gh5munPWn_Av26+qFrmjXm0ehKpSPdyK10WrtwKtw@mail.gmail.com> |
| store_id | marlow |
| message_id | 5892 |
| case_id | 1345 |
| 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 | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 3844 |
| 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 22:04:17 |
Latest draft
from decision #3925 · action=reply · 2026-08-14 19:33:09 · dry-run
Hello,
I can see you have reached out to us a few times now, and I am sorry you have not had a clear answer sooner. That is not the experience I want you to have while waiting on your bag.
I have just checked your order directly with the carrier. Your Mini Leather Longchamp Bag (order #3245) is currently in transit and moving through the network, it has not stalled. When we first wrote to you on 8 August we gave a window of 7 to 12 days, so based on that original estimate you should be getting close now and it should be with you within the next few days.
You can keep an eye on it here: https://marlow-london.com/apps/parcelpanel?nums=UL364416928YP
I am also sorry for the wait you have had. Please use the code STORECREDIT15 for £15 off, as a thank you for your patience.
If it has not arrived by the end of this coming week, please come straight back to us and we will look into it further right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Repeated shipping-status chase on an order that is in transit; giving an honest countdown-adjusted ETA plus the shipping-complaint goodwill code, routed to human review given the escalating tone across multiple unanswered chases.
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Full thread
Hello , when’s my order delivered?
On Sat, 1 Aug 2026 at 1:03 am, Marlow-London <support@marlow-london.com>
wrote:
> Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
>
>
>
>
> [image: logo black]
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_0>
> [image: logo black]
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_1>
> [image: Order tracking webshop]
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_2>
>
>
> *Your order is on its way for delivery, Chovin!*Your order is on its way
> for delivery and will arrive soon! 🚚✨
> Want to track your package? Just click the button below.
> [image: Order tracking]
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_3>
> Track your order
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_4>
> *Order: #3245*
>
> 1 x Mini Leather Longchamp Bag
> 54.95 GBP
> *You might also like this?*
> [image: Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS]
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_5>
> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS
> € 39,95 € 135,00
> Shop now <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_6>
> [image: Image of LONGCHAMP LE PLIAGE TOTE - BLACK]
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_7>
> LONGCHAMP LE PLIAGE TOTE - BLACK
> € 54,95 € 100,00
> Shop now <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_8>
> [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY]
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_9>
> LONGCHAMP LE PLIAGE TOTE - NAVY
> € 54,95 € 135,00
> Shop now <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_10>
> [image: USP] <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_11>
> Homepage <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_12>
> Track your order
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_13>
> Contact <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_14>
> © 2026 MARLOW LONDON
> Don't want to receive any more emails? Unsubscribe
> <https://ctrk.klclick1.com/l/01KYXA4VQSC2DVT3573DGKNQRW_15>.
>
Hi there,
Thanks for reaching out! Good news, your order #3245 is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL364416928YP
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello , Exuse me I’m waiting for my bag please what can i do ?
On Sat, 8 Aug 2026 at 11:29 am, <support@marlow-london.com> wrote:
> Hi there,
>
> Thanks for reaching out! Good news, your order #3245 is on its way.
> Because of the higher order volume from our current sale, shipping times
> have increased a little, and we're doing everything we can to get your
> package to you as fast as possible. Right now we estimate it to arrive
> within about 7 to 12 days.
>
> You can follow its progress here:
> https://marlow-london.com/apps/parcelpanel?nums=UL364416928YP
>
> If the tracking hasn't moved after a little while, just let us know and
> we'll be happy to look into it further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
When it will be arrive please
On Thu, 13 Aug 2026 at 2:51 am, CHOVIN RAOUF <chovin97raouf@gmail.com>
wrote:
> Hello , Exuse me I’m waiting for my bag please what can i do ?
>
> On Sat, 8 Aug 2026 at 11:29 am, <support@marlow-london.com> wrote:
>
>> Hi there,
>>
>> Thanks for reaching out! Good news, your order #3245 is on its way.
>> Because of the higher order volume from our current sale, shipping times
>> have increased a little, and we're doing everything we can to get your
>> package to you as fast as possible. Right now we estimate it to arrive
>> within about 7 to 12 days.
>>
>> You can follow its progress here:
>> https://marlow-london.com/apps/parcelpanel?nums=UL364416928YP
>>
>> If the tracking hasn't moved after a little while, just let us know and
>> we'll be happy to look into it further for you.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London
>>
>
Hello , i want to say when is my order arrive please?
On Thu, 13 Aug 2026 at 2:54 am, CHOVIN RAOUF <chovin97raouf@gmail.com>
wrote:
> When it will be arrive please
>
> On Thu, 13 Aug 2026 at 2:51 am, CHOVIN RAOUF <chovin97raouf@gmail.com>
> wrote:
>
>> Hello , Exuse me I’m waiting for my bag please what can i do ?
>>
>> On Sat, 8 Aug 2026 at 11:29 am, <support@marlow-london.com> wrote:
>>
>>> Hi there,
>>>
>>> Thanks for reaching out! Good news, your order #3245 is on its way.
>>> Because of the higher order volume from our current sale, shipping times
>>> have increased a little, and we're doing everything we can to get your
>>> package to you as fast as possible. Right now we estimate it to arrive
>>> within about 7 to 12 days.
>>>
>>> You can follow its progress here:
>>> https://marlow-london.com/apps/parcelpanel?nums=UL364416928YP
>>>
>>> If the tracking hasn't moved after a little while, just let us know and
>>> we'll be happy to look into it further for you.
>>>
>>> Warm regards,
>>> Anna
>>> Customer Care Team
>>> Marlow London
>>>
>>