Case #1423 — Marlow London
chefrana@gmail.com · order 3385 · state imported · label none yet · rung 0
Facts
Order Undeliverable – Return to Sender
open
not set
2026-08-11 14:16:44
—
2026-08-14 19:30:08
Engine shadow decision
| id | 744 |
|---|---|
| thread_key | <CAGQBR8=CP-7QiT9K1XpE7duSUuy0kHNtGOt6b3c2RW6grVwjAw@mail.gmail.com> |
| store_id | marlow |
| message_id | 5565 |
| case_id | 1423 |
| 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 | Dear Nirmal, Thank you for reaching out, and I'm sorry to hear about this. I've located your order under #3385. I've checked the tracking for WNBAA0485779405YQ and I can confirm it shows the same status you described: the parcel was out for delivery in Lisburn on 10 August, then was marked as an exception, Undeliverable, Return to Sender, at the Lisburn depot. I'm sorry for t |
| agreed | 0 |
| latency_ms | 3844 |
| 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 21:42:02 |
Latest draft
from decision #3630 · action=reply · 2026-08-11 14:18:53 · dry-run
Dear Nirmal,
Thank you for reaching out, and I'm sorry to hear about this. I've located your order under #3385.
I've checked the tracking for WNBAA0485779405YQ and I can confirm it shows the same status you described: the parcel was out for delivery in Lisburn on 10 August, then was marked as an exception, Undeliverable, Return to Sender, at the Lisburn depot. I'm sorry for the inconvenience this has caused.
This usually happens because of an address issue (for example a missing flat or unit number, or an entry buzzer code the courier could not access) or because a delivery attempt could not be completed. To help us get this sorted quickly, could you please confirm your full delivery address exactly as it should appear, including flat or house number, buzzer or entry code if applicable, and postcode.
Once the parcel is confirmed back with us, we will arrange for it to be resent to you straight away at no extra cost. I will keep an eye on this in the meantime.
You can also follow the tracking yourself here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0485779405YQ
Thank you for your patience, and I'm sorry again for the trouble.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Genuine courier delivery exception (Undeliverable/Return to Sender), not a plain WISMO, so needs honest status confirmation, address verification, and human follow-up once the parcel physically returns.
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Full thread
Dear Marlow London Customer Service,
I am contacting you regarding my order WNBAA0485779405YQ
According to the tracking, my parcel was out for delivery in Lisburn on 10
August 2026, but at 9:50 am the tracking changed to “Undeliverable – Return
to Sender, Lisburn DO.”
I have not received the parcel and I am unsure why it was marked as
undeliverable.
Could you please check what has happened and let me know whether the parcel
can be redelivered or resent to me?
*THANKS AND REGARDS.*
*NIRMAL SINGH RANA.*