Case #1348 — Marlow London
marjory.maclean@googlemail.com · order 2435 · state imported · label none yet · rung 0
Facts
Your order #2435 has been delivered! 🥳
open
not set
2026-08-08 14:23:00
—
2026-08-14 19:30:08
Engine shadow decision
| id | 476 |
|---|---|
| thread_key | <CAAikHgu8EKZK7bQ=qeSTbJk4Kjk5S5Orb7isFBHukOX7VqNmVg@mail.gmail.com> |
| store_id | marlow |
| message_id | 5224 |
| case_id | 1348 |
| label | OFF_SCRIPT |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2435", "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 | Hi Marjory, Thank you for letting us know, and I'm glad to hear it did arrive safely with your house sitter, even if it took much longer than it should have. I'm personally looking into what happened with your order to understand the delay. Thanks so much for your patience. Warmly, Anna |
| actual_action | reply |
| actual_text | Hi there, Good news, we can see that your order has been delivered! Thank you for letting us know your house sitter was able to take it in for you. I am so sorry it took such a long time to reach you. We have been experiencing much higher order volumes because of our current sale, and shipping times increased more than we would like as a result. That is honestly not the experience we want for yo |
| agreed | 0 |
| latency_ms | 6635 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:21:37 |
Latest draft
from decision #3367 · action=reply · 2026-08-08 14:23:29 · dry-run
Hi there,
Good news, we can see that your order has been delivered! Thank you for letting us know your house sitter was able to take it in for you.
I am so sorry it took such a long time to reach you. We have been experiencing much higher order volumes because of our current sale, and shipping times increased more than we would like as a result. That is honestly not the experience we want for you, and I do apologise for the delay.
As a small token of apology for the wait, here is a code for your next order with us: STORECREDIT15
I hope you enjoy your order, and thank you so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order is delivered; customer is complaining about a long delay, so apologise, confirm delivery, and give the shipping-complaint goodwill code per the HARD RULE.
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Full thread
My order arrived very late. My house sitter took it in for me. It took a
long time
On Fri, 7 Aug 2026, 11:34 Marlow-London, <support@marlow-london.com> wrote:
> We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
>
>
>
>
> [image: logo black]
> <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_0>
> [image: logo black]
> <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_1>
> [image: hero image]
> <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_2>
> *Dear Marjory,*
>
> Good news — your order has been delivered! 🎉
> We hope it met your expectations and that you’re thrilled with your
> purchase.
>
> As a little thank-you, we’d love to offer you a *25% discount* on your
> next order — just use the code *THANKYOU25* at checkout.
> We can’t wait to see you shop with us again soon! 💛
> Warm regards,
> Sarah
> Customer Support Team
> Shop with 25% discount
> <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_3>
>
> *You may also like:*
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> <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_4>
> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS
> € 39,95 € 135,00
> Shop now <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_5>
> [image: Image of LONGCHAMP LE PLIAGE TOTE - BLACK]
> <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_6>
> LONGCHAMP LE PLIAGE TOTE - BLACK
> € 54,95 € 100,00
> Shop now <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_7>
> [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY]
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> € 54,95 € 135,00
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> [image: Image of Edith | Everyday Comfort Sleeve Tee]
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> [image: Image of KERENZA | ELEGANT COMFORT-FIT SWIMSUIT]
> <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_12>
> KERENZA | ELEGANT COMFORT-FIT SWIMSUIT
> € 39,95 € 135,00
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> [image: Image of Mini Leather Longchamp Bag]
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> [image: USP] <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_16>
> Homepage <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_17>
> Track your order
> <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_18>
> Contact <https://ctrk.klclick.com/l/01KZDS63196CPNQDEZHK4AP7C8_19>
> © 2026 MARLOW LONDON
> Don't want to receive any more emails? Unsubscribe
> <https://ctrk.klclick.com/
Hi there,
Good news, we can see that your order has been delivered! Thank you for letting us know your house sitter was able to take it in for you.
I am so sorry it took such a long time to reach you. We have been experiencing much higher order volumes because of our current sale, and shipping times increased more than we would like as a result. That is honestly not the experience we want for you, and I do apologise for the delay.
I hope you enjoy your order, and thank you so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London