Case #1451 — Marlow London
hayleyrobertson@sky.com · order 3744 · state imported · label none yet · rung 0
Facts
New customer message on 12 August 2026 at 16:46
open
not set
2026-08-12 15:47:14
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1010 |
|---|---|
| thread_key | <E1020004-18CB196908E64D27-E00C4517@shopify.com> |
| store_id | marlow |
| message_id | 5852 |
| case_id | 1451 |
| 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 Hayley, Thank you for reaching out again, and I am sorry you had to chase us for a reply, that is not the standard of service we want you to have. Let me be straightforward with you rather than just reassuring you. Your order #3744, the Longchamp Le Pliage Tote in Navy, is booked in with the courier and the shipping label has already been created, but the tracking currently still shows " |
| agreed | 0 |
| latency_ms | 3884 |
| 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 22:01:46 |
Latest draft
from decision #3894 · action=reply · 2026-08-14 11:11:58 · dry-run
Hi Hayley,
Thank you for reaching out again, and I am sorry you had to chase us for a reply, that is not the standard of service we want you to have.
Let me be straightforward with you rather than just reassuring you. Your order #3744, the Longchamp Le Pliage Tote in Navy, is booked in with the courier and the shipping label has already been created, but the tracking currently still shows "information received", which means the courier has not yet physically collected the parcel from us. You are right that it has not moved on from that first stage yet. This can unfortunately sit for a few days before the next scan happens, and from here we would expect it to arrive within around 7 to 12 days once it is collected.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2621900708229378
I also want to answer your question about authenticity honestly, rather than brush past it. We are not an authorised Longchamp stockist, and we do not sell or represent this bag as an official Longchamp product. What we sell are bags in the Le Pliage style, made directly by a manufacturer that also produces for a number of well known retailers. Because we buy directly from them and cut out the usual middlemen, we are able to offer the bags at a much lower price, and that saving comes from the supply chain, not from cutting corners on the materials or the make.
I am sorry that the Trustpilot review left you unsure, and I understand why you wanted to check directly with us before your order arrives.
If your tracking has not moved on within the next few days, please do let me know and I will look into it further for you personally.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Repeat chase on stalled 'information received' tracking plus an authenticity question — held for human review per RULE tracking-stalled-repeat-chase; answered the authenticity question honestly per the house line without conceding liability.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Hayley Anderson
Email:
hayleyrobertson@sky.com
Body:
Good Afternoon,
I received an email to advise my package was being shipped
however the tracking has not updated since. Please advise at your
earliest convenience when this will be delivered.
I have also since reviewed your trustpilot that says you sell
counterfeit items. Can you advise if the bag I have ordered is
genuine and how you can verify this please.
My order number is #3744
I look forward to your prompt reply.
Kind Regards,
Hayley
Good Afternoon,
I sent a query earlier this week via the website regarding my order but I’m yet to receive a response.
My order was placed on 6th August, and I received a notification on 7th August that my order was shipped however the courier is yet to receive the order. Please advise on the status and when it will be delivered.
I also looked at your trustpilot reviews and it appears you are selling counterfeit items, including the bag I have purchased. Can you advise if your items are authentic and how you verify this please.
I look forward to a quick response.
Kind Regards,
Hayley
Sent from my iPhone