Case #1443 — Marlow London

sorchainglis15@gmail.com · order 3406 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 12 August 2026 at 10:08

Thread status

open

SLA due

not set

Opened

2026-08-12 09:11:03

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	809
thread_key	<E1020004-18CB03AD51AE9919-FAD86C67@shopify.com>
store_id	marlow
message_id	5636
case_id	1443
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	Hi Sorcha, Thank you for reaching out, and I am so sorry for the trouble you have had with this delivery, especially having to chase Evri yourself several times without any response back. That is not good enough, and I want to get this properly sorted for you. I have just checked order #3406 (the Longchamp Le Pliage Tote in Black) on our end, and the tracking currently shows it as out for delive
agreed	1
latency_ms	3877
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 21:46:47

Latest draft

from decision #3694 · action=escalate · 2026-08-12 09:14:47 · dry-run

Hi Sorcha, Thank you for reaching out, and I am so sorry for the trouble you have had with this delivery, especially having to chase Evri yourself several times without any response back. That is not good enough, and I want to get this properly sorted for you. I have just checked order #3406 (the Longchamp Le Pliage Tote in Black) on our end, and the tracking currently shows it as out for delivery. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL368857695YP I understand from you that Evri has told you a delivery attempt was made and was not successful, and that they now intend to send the parcel back to us. I do not want to leave you chasing them on your own, so I am escalating this directly on our end today to find out exactly what is happening and to try to stop it going back before we have had the chance to get it properly delivered to you. And please do not worry either way, if it does end up coming back to us, we will get a replacement out to you straight away at no cost to you, so you are not left without your order. I will come back to you as soon as I have a real update from my side. In the meantime, if Evri gets back to you with anything further, please do let me know, it will help me chase this faster. Thank you for your patience, and I am sorry again for the frustration this has caused. Warm regards, Anna Customer Care Team Marlow London

Reasoning: LLM unavailable: openrouter: no API key | runner: Server error '504 Gateway Timeout' for url 'http://127.0.0.1:9100/run' For more information check: https://developer.mozilla.org/en-US/docs/Web/HTTP/Status/504

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Full thread

in sorchainglis15@gmail.com → support@marlow-london.com customer 2026-08-12 09:11:03

You received a new message from your online store's contact form. Country Code: GB Name: Sorcha Inglis Email: sorchainglis15@gmail.com Body: Order: #3406 I have not received my order. I have contacted evri several times to resolve this - given them the address three times and then they’ve said they attempted a delivery which was not done at my address and now they are going to send the parcel back to the sender. Despite trying to contact evri several times yesterday and today and I’m yet to have a response, as I still want the parcel and am not sure what the issue is. I’m wondering if you are able to assist at all.