Case #1381 — Marlow London
mairi.watson@live.co.uk · order 3692 · state imported · label none yet · rung 0
Facts
Order update
open
not set
2026-08-09 20:54:24
—
2026-08-14 19:30:08
Engine shadow decision
| id | 570 |
|---|---|
| thread_key | <FRZPR08MB1119266205026910160A8DF82BEDF2@FRZPR08MB11192.eurprd08.prod.outlook.com> |
| store_id | marlow |
| message_id | 5329 |
| case_id | 1381 |
| 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 Mairi, Thanks for reaching out, and sorry for the mix up with your confirmation email. It's possible it landed in your spam or junk folder, so it may be worth having a quick check there too. I've had a look using your email address and I can see your order, order 3692, for your bag has gone through successfully and payment was received. It's already on its way to you and curren |
| agreed | 0 |
| latency_ms | 3790 |
| 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 21:29:12 |
Latest draft
from decision #3928 · action=reply · 2026-08-14 20:53:00 · dry-run
Hi Mairi,
Thank you for reaching out, and I am so sorry to hear the package that arrived isn't the bag you ordered - that's definitely not the experience we want for you.
I can see your order #3692, for the Longchamp Le Pliage Tote in Black. Could you send me a quick photo of what actually arrived? That way I can see exactly what happened and get this sorted for you as quickly as possible.
Thank you so much for your patience, and I'll be in touch as soon as I hear from you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Wrong item received and this is the first reply on this issue in the thread, so it's the intake stage: verify the order and request a photo before offering any remedy, per the two-stage wrong-item flow — no refund, replacement, or manufacturer claim promised yet.
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Full thread
Hello,
I ordered a bag on Tuesday 4th and the money has been taken from my account. However I don't seem to have received an email confirmation. Would you be able to give me an update?
Thank you so much,
Mairi
Sent from Outlook for iOS<https://aka.ms/o0ukef>
Hi Mairi,
Thanks for reaching out, and sorry for the mix up with your confirmation email. It's possible it landed in your spam or junk folder, so it may be worth having a quick check there too.
I've had a look using your email address and I can see your order, order 3692, for your bag has gone through successfully and payment was received. It's already on its way to you and currently in transit, so there's nothing to worry about.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL391944915YP
Because of the higher order volume from our current sale, shipping times have increased a little, and from where your parcel is I'd estimate it to arrive within about 7 to 12 days.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
I have received a package, but it is not the bag I ordered. Please can I have my £54 back as I have not received the bag I ordered.
Mairi
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Sunday, 09 August 2026 21:54:47
To: mairi.watson@live.co.uk <mairi.watson@live.co.uk>
Subject: Re: Fw: Order update
Hi Mairi,
Thanks for reaching out, and sorry for the mix up with your confirmation email. It's possible it landed in your spam or junk folder, so it may be worth having a quick check there too.
I've had a look using your email address and I can see your order, order 3692, for your bag has gone through successfully and payment was received. It's already on its way to you and currently in transit, so there's nothing to worry about.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL391944915YP
Because of the higher order volume from our current sale, shipping times have increased a little, and from where your parcel is I'd estimate it to arrive within about 7 to 12 days.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London