Case #1422 — Marlow London
jackie@jacksontowers.co.uk · order 3105 · state imported · label none yet · rung 0
Facts
#3105
open
not set
2026-08-11 13:25:38
—
2026-08-14 19:30:08
Engine shadow decision
| id | 794 |
|---|---|
| thread_key | <676D8E66-9816-46AA-A7E4-098352505B1F@jacksontowers.co.uk> |
| store_id | marlow |
| message_id | 5619 |
| case_id | 1422 |
| 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 Jackie, Thank you for coming back to me, and I am sorry, over two weeks without your order moving is genuinely longer than it should be. Our current sale has meant much higher order volumes than usual, and it looks like your order has been caught in an unusually slow batch getting collected by the courier. I can see order #3105 still shows as "information received" with the courier, |
| agreed | 0 |
| latency_ms | 3781 |
| 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 21:45:42 |
Latest draft
from decision #3680 · action=reply · 2026-08-12 06:39:12 · dry-run
Hi Jackie,
Thank you for coming back to me, and I am sorry, over two weeks without your order moving is genuinely longer than it should be. Our current sale has meant much higher order volumes than usual, and it looks like your order has been caught in an unusually slow batch getting collected by the courier.
I can see order #3105 still shows as "information received" with the courier, meaning the label has been created but it has not yet been physically collected from us. Because of that, I am checking right now whether we can still stop it before it ships. I will come back to you the moment I know, and if we can catch it in time, your full refund will be processed right away.
Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order #3105 is still stoppable (label-only, info received, no carrier pickup scan) and the customer has now clearly asked to cancel after a 2+ week wait, so this fires the cancel_hold auto-send case with the honest still-checking framing and conditional refund.
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Full thread
Hi where is my order please 🙏
Thanks
Jackie
Sent from my iPhone
Hi there,
Thanks for checking in. Your order #3105 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=4PX3003011019396CN
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
I ordered this on the 24 th July so it seems a long time so can I cancel this ?
Sent from my iPhone
> On 11 Aug 2026, at 14:27, support@marlow-london.com wrote:
>
> Hi there,
>
> Thanks for checking in. Your order #3105 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=4PX3003011019396CN
>
> 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
But I’ve already been waiting for this for over 2 weeks ?
Sent from my iPhone
> On 11 Aug 2026, at 20:39, Jackie Jackson <jackie@jacksontowers.co.uk> wrote:
>
> I ordered this on the 24 th July so it seems a long time so can I cancel this ?
> Sent from my iPhone
>
>> On 11 Aug 2026, at 14:27, support@marlow-london.com wrote:
>>
>> Hi there,
>>
>> Thanks for checking in. Your order #3105 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=4PX3003011019396CN
>>
>> 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