Case #1409 — Marlow London
bellacorssen@icloud.com · order 3759 · state imported · label none yet · rung 0
Facts
open
not set
2026-08-10 22:51:36
—
2026-08-14 19:30:08
Engine shadow decision
| id | 680 |
|---|---|
| thread_key | <1AFE8D81-D04A-487D-BEB4-3EB7C4155623@icloud.com> |
| store_id | marlow |
| message_id | 5490 |
| case_id | 1409 |
| 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 there, Thanks for checking in. Your order 3759 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 |
| agreed | 0 |
| latency_ms | 4143 |
| 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 21:37:19 |
Latest draft
from decision #3567 · action=reply · 2026-08-10 22:51:53 · dry-run
Hi there,
Thanks for checking in. Your order 3759 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=UL404081116YP
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
Reasoning: Plain post-ship WISMO on order 3759, tracking still at information received — used the locked tracking-stuck-info-received template, no name/complaint/other request present.
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hello i ordered a large navy longchamp bag and i was wondering if you knew when it would arrive as i have not been informed.
Hi there,
Thanks for checking in. Your order 3759 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=UL404081116YP
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