Case #1428 — Marlow London
jamesamcg89@icloud.com · order 3642 · state imported · label none yet · rung 0
Facts
New customer message on 11 August 2026 at 18:47
open
not set
2026-08-11 17:49:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 950 |
|---|---|
| thread_key | <E1020004-18CAD1627B671E21-B73BC24E@shopify.com> |
| store_id | marlow |
| message_id | 5786 |
| case_id | 1428 |
| 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 James, Thank you for reaching out, and I completely understand the frustration, especially for something meant for your daughter's school. I want to give you an honest answer to your question. We've had a lot more orders than usual because of our current sale, and international parcels can sometimes move a little slower between hubs as a result, so shipping times have increased beyo |
| agreed | 0 |
| latency_ms | 3799 |
| 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 21:57:12 |
Latest draft
from decision #3834 · action=reply · 2026-08-13 16:46:17 · dry-run
Hi James,
Thank you for reaching out, and I completely understand the frustration, especially for something meant for your daughter's school.
I want to give you an honest answer to your question. We've had a lot more orders than usual because of our current sale, and international parcels can sometimes move a little slower between hubs as a result, so shipping times have increased beyond what we would normally quote. I am sorry that wasn't clearer on the site.
I've just checked your tracking directly for order 3642, and it's genuinely in transit and on its way to you now. From where it is, we'd expect it within the next few days.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL382785677YP
As an apology for the wait, here is £15 off your next order with us: STORECREDIT15
If it hasn't arrived within the next few days, please let me know and I will look into it further for you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Fulfilled order with live tracking; customer complaining about delivery lateness and asking why — answered the why, gave honest in-transit status, tracking link, and the shipping-complaint goodwill code per HARD RULE.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
James McGrath
Email:
jamesamcg89@icloud.com
Body:
Would like to know why my order has taken over 10 days to
come it was a bag for my daughters school this is a joke how long
it is taking
You received a new message from your online store's contact form.
Country Code:
GB
Name:
James McGrath
Email:
jamesamcg89@icloud.com
Body:
I would like to know why is it taken so long to be
delivered did not say on your website that it takes over 13 days
to come and it’s still not here