Case #1370 — Marlow London
kirstyamore@yahoo.co.uk · order 2979 · state imported · label none yet · rung 0
Facts
New customer message on 9 August 2026 at 11:17
open
not set
2026-08-09 10:18:31
—
2026-08-14 19:30:08
Engine shadow decision
| id | 909 |
|---|---|
| thread_key | <E1020004-18CA1BB1C73EC88C-501D7447@shopify.com> |
| store_id | marlow |
| message_id | 5742 |
| case_id | 1370 |
| 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 | 4300 |
| 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 21:54:07 |
Latest draft
from decision #3426 · action=reply · 2026-08-09 10:19:02 · dry-run
Hi Kirsty,
Thank you for reaching out, and I'm sorry to hear you're still waiting on order #2979 - I completely understand the frustration of not knowing where things stand.
To answer you directly: the reason it's taking longer than usual is that we're currently experiencing much higher order volumes because of our ongoing sale, and this has meant parcels are moving a little more slowly between hubs than normal. I'm sorry for the extra wait this has caused you.
The good news is your Longchamp Le Pliage Tote in Paper is confirmed in transit and on its way to you. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484653722YQ
From where it is now, we'd expect it to arrive within about 7 to 12 days. If it hasn't moved or arrived within that window, please do come back to me and I will look into it further right away.
As an apology for the wait, here is a code for money off your next order: STORECREDIT15
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Fulfilled order with real tracking, customer asking why delivery is taking so long with no anger/legal/other request - shipped_wismo auto-send with honest in-transit stage, real tracking link, and the shipping-complaint goodwill code per the HARD RULE.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Kirsty Gilmour
Email:
kirstyamore@yahoo.co.uk
Body:
Order #2979 confirmed
I ordered this bag on the 22nd July and still haven’t received
it! Why is it taking so long and when will I receive?
Hi Kirsty,
Thank you for reaching out, and I'm sorry to hear you're still waiting on order #2979 - I completely understand the frustration of not knowing where things stand.
To answer you directly: the reason it's taking longer than usual is that we're currently experiencing much higher order volumes because of our ongoing sale, and this has meant parcels are moving a little more slowly between hubs than normal. I'm sorry for the extra wait this has caused you.
The good news is your Longchamp Le Pliage Tote in Paper is confirmed in transit and on its way to you. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484653722YQ
From where it is now, we'd expect it to arrive within about 7 to 12 days. If it hasn't moved or arrived within that window, please do come back to me and I will look into it further right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Bag has finally arrived and I have serious concerns about its Authenticity! Straps are completely different to our other bag. I am completely shocked after waiting all this time .
Kirsty
Sent from my iPhone
> On 9 Aug 2026, at 23:26, support@marlow-london.com wrote:
>
> Hi Kirsty,
>
> Thank you for reaching out, and I'm sorry to hear you're still waiting on order #2979 - I completely understand the frustration of not knowing where things stand.
>
> To answer you directly: the reason it's taking longer than usual is that we're currently experiencing much higher order volumes because of our ongoing sale, and this has meant parcels are moving a little more slowly between hubs than normal. I'm sorry for the extra wait this has caused you.
>
> The good news is your Longchamp Le Pliage Tote in Paper is confirmed in transit and on its way to you. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484653722YQ
>
>> From where it is now, we'd expect it to arrive within about 7 to 12 days. If it hasn't moved or arrived within that window, please do come back to me and I will look into it further right away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London