Case #1419 — Marlow London
daniellejohnston390@gmail.com · order 3736 · state imported · label none yet · rung 0
Facts
New customer message on 11 August 2026 at 13:09
open
not set
2026-08-11 12:11:49
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1008 |
|---|---|
| thread_key | <E1020004-18CABEFDC4BAFE86-B8B8FBA1@shopify.com> |
| store_id | marlow |
| message_id | 5850 |
| case_id | 1419 |
| 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 | 4124 |
| 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 22:01:37 |
Latest draft
from decision #3620 · action=reply · 2026-08-11 12:12:09 · dry-run
Hi there,
Thanks for checking in. Your order 3736 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=UL397310669YP
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 WISMO on fulfilled order #3736, tracking stuck at information received — used the locked tracking-stuck-info-received template with real order/tracking data.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Danielle
Email:
daniellejohnston390@gmail.com
Body:
Hi i was wondering if you can tell me when my order will
be delivered
Hi there,
Thanks for checking in. Your order 3736 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=UL397310669YP
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
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Danielle Johnston
Email:
daniellejohnston390@gmail.com
Body:
Hi i ordered on the 5th and I still dont have my order I
need it for the 18th