Case #1390 — Marlow London
amiewillox@gmail.com · order — · state imported · label none yet · rung 0
Facts
New customer message on 10 August 2026 at 12:20
open
not set
2026-08-10 11:22:15
—
2026-08-14 19:30:08
Engine shadow decision
| id | 622 |
|---|---|
| thread_key | <E1020004-18CA6DB6FFE61AF7-883B9D08@shopify.com> |
| store_id | marlow |
| message_id | 5425 |
| case_id | 1390 |
| 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 Amie, Thank you for the extra details, that really helps. As it's been such a short time since you placed the order, it's quite possible the confirmation is just still on its way through to you, sometimes it can take a few minutes to land, and it's always worth a quick check of your spam or junk folder too, as these emails do occasionally end up there. I'm looking into th |
| agreed | 0 |
| latency_ms | 3857 |
| 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 21:33:05 |
Latest draft
from decision #3510 · action=reply · 2026-08-10 11:27:32 · dry-run
Hi Amie,
Thank you for the extra details, that really helps.
As it's been such a short time since you placed the order, it's quite possible the confirmation is just still on its way through to you, sometimes it can take a few minutes to land, and it's always worth a quick check of your spam or junk folder too, as these emails do occasionally end up there.
I'm looking into this on our end now to locate the order under this email address for the Longchamp Le Pliage Tote in Paper at £54.95. If you haven't received a confirmation shortly, or if anything looks off, please do let me know and I will make sure this is sorted for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: No ORDER DATA was resolved for this thread, so I cannot confirm or cite an order; customer already gave email, amount, product and timeframe, so I reassured rather than re-asking, and flagged it for a human to actually look up the order in Shopify.
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
No pending/executed actions for this thread.
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:
Amie Willox
Email:
amiewillox@gmail.com
Body:
Hi I just placed an order and have not received
confirmation or a order number but the money has been taken
Hi there,
Thank you for reaching out, and I'm sorry your order hasn't arrived yet. I'd love to help look into this for you.
So we can check the status, could you please share the approximate date you placed the order - and if you may have checked out under a different email address, let me know that too.
As soon as we have those details, we'll be happy to look into this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
It was within the last 10 minutes. Under this email amiewillox@gmail.com for £54.95. I purchased the longchamp le pliage tote in paper
Thanks
Amie Willox
Sent from my iPhone
> On 10 Aug 2026, at 12:22, support@marlow-london.com wrote:
>
> Hi there,
>
> Thank you for reaching out, and I'm sorry your order hasn't arrived yet. I'd love to help look into this for you.
>
> So we can check the status, could you please share the approximate date you placed the order - and if you may have checked out under a different email address, let me know that too.
>
> As soon as we have those details, we'll be happy to look into this for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Amie,
Thank you for the extra details, that really helps.
As it's been such a short time since you placed the order, it's quite possible the confirmation is just still on its way through to you, sometimes it can take a few minutes to land, and it's always worth a quick check of your spam or junk folder too, as these emails do occasionally end up there.
I'm looking into this on our end now to locate the order under this email address for the Longchamp Le Pliage Tote in Paper at £54.95. If you haven't received a confirmation shortly, or if anything looks off, please do let me know and I will make sure this is sorted for you.
Warm regards,
Anna
Customer Care Team
Marlow London