Case #1415 — Marlow London
paulmgilliatt@yahoo.co.uk · order 3718 · state imported · label none yet · rung 0
Facts
Important news about your order #3718
open
not set
2026-08-11 10:43:25
—
2026-08-14 19:30:08
Engine shadow decision
| id | 720 |
|---|---|
| thread_key | <1378980574.1838669.1786444821300@mail.yahoo.com> |
| store_id | marlow |
| message_id | 5535 |
| case_id | 1415 |
| 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 3718 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 | 3809 |
| 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 21:40:15 |
Latest draft
from decision #3606 · action=reply · 2026-08-11 10:43:46 · dry-run
Hi there,
Thanks for checking in. Your order 3718 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=UL395064109YP
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 #3718, tracking still at info received with no scans — locked tracking-stuck-info-received template applies, auto-sends as shipped_wismo.
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Full thread
Hi - when will this order be delivered, please?
Sent from Yahoo Mail for iPhone
On Wednesday, August 5, 2026, 8:47 am, Marlow-London <support@marlow-london.com> wrote:
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Hi there,
Thanks for checking in. Your order 3718 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=UL395064109YP
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