Case #1366 — Marlow London
laurenbrockie1012@icloud.com · order 3735 · state imported · label none yet · rung 0
Facts
New customer message on 9 August 2026 at 08:16
open
not set
2026-08-09 07:18:14
—
2026-08-14 19:30:08
Engine shadow decision
| id | 554 |
|---|---|
| thread_key | <E1020004-18CA11D15F71668A-151CF047@shopify.com> |
| store_id | marlow |
| message_id | 5311 |
| case_id | 1366 |
| 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 Lauren, Thank you for letting me know, and I'm so sorry, you're right that this isn't good enough. Your order 3735 hasn't moved past the very first courier stage since it was booked in, and I completely understand why you need to look elsewhere for your daughter's birthday. Since your parcel hasn't actually left us yet, there's no need to worry about sending |
| agreed | 0 |
| latency_ms | 3859 |
| 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 21:28:01 |
Latest draft
from decision #3442 · action=reply · 2026-08-09 15:56:34 · dry-run
Hi Lauren,
Thank you for letting me know, and I'm so sorry, you're right that this isn't good enough. Your order 3735 hasn't moved past the very first courier stage since it was booked in, and I completely understand why you need to look elsewhere for your daughter's birthday.
Since your parcel hasn't actually left us yet, there's no need to worry about sending anything back. I'm going ahead and cancelling order 3735 now and processing a full refund back to your original payment method, which should land within 3 to 5 business days.
I'm really sorry this hasn't worked out in time for you, and thank you for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Tracking has not moved past information received, so per policy this is treated as a rejected sale and refunded in full with no ladder and no return needed.
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
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | unresolved | ⚠ could not verify on Shopify: bad percent None | 2026-08-09 15:56:34 |
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lauren Brockie
Email:
laurenbrockie1012@icloud.com
Body:
Hello I’m wondering when my order will arrive?
Order number is #3735
Hi there,
Thanks for checking in. Your order 3735 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=UL397310638YP
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
Can I request a refund please? Just as I was expecting it to come sooner rather than later I’m going to have to order different one for my daughters birthday
Many
Thanks Lauren Brockie
> On 9 Aug 2026, at 08:18, support@marlow-london.com wrote:
>
> Hi there,
>
> Thanks for checking in. Your order 3735 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=UL397310638YP
>
> 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
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lauren Brockie
Email:
laurenbrockie1012@icloud.com
Body:
Hello I would like to request a refund please for this
order UL397310638YP is my tracking number it’s not even moved
since the dated I ordered I would have thought it would have at
least left the warehouse or something by now. So now I’m having
to buy another bag for my daughter somewhere else
Many thanks Lauren