Case #1485 — Marlow London
sallymarieharrison@googlemail.com · order 3761 · state imported · label none yet · rung 0
Facts
New customer message on 14 August 2026 at 14:40
open
not set
2026-08-14 13:42:09
—
2026-08-14 19:30:08
Engine shadow decision
| id | 1024 |
|---|---|
| thread_key | <E1020004-18CBAFA5D6FF3471-C5C5F07F@shopify.com> |
| store_id | marlow |
| message_id | 5869 |
| case_id | 1485 |
| 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 | |
| agreed | 1 |
| latency_ms | 3801 |
| 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 22:02:50 |
Latest draft
from decision #3907 · action=reply · 2026-08-14 13:42:58 · dry-run
Hi Sally,
Thank you for reaching out, and I completely understand your concern about the timing.
I can see your order #3761 is confirmed and booked in with our courier, with the shipping label already created. Right now the tracking shows it is still at the "information received" stage, which means the courier has your parcel's details but has not yet physically collected it from us. We've had a much higher volume of orders than usual because of our current sale, and it has meant collection and dispatch are taking a little longer than we'd like.
I want to be honest with you rather than give you false hope: based on where things stand right now, it is unlikely to reach you by Monday. I am really sorry, I know that is not what you wanted to hear, especially needing it by then. We are doing everything we can on our end to get it moving as quickly as possible.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL404081147YP
I am sorry for the frustration this has caused. As an apology, please accept 15 pounds off your next order with us: STORECREDIT15.
If there is anything else I can help with, please let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order #3761 fulfilled but stuck at information received after 7 days, customer has a tight Monday deadline; gave honest current stage, realistic window, tracking link and shipping-complaint code without volunteering a refund/cancel.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Sally Marie Gray
Email:
Sallymarieharrison@googlemail.com
Body:
Order no: 3761
I ordered this bag on the 7th, it’s now the 14th & there’s no
sign of it. I need it back n the next 2 days. Could someone
advise why it hasn’t arrived yet please & ensure it’s sent out to
arrive before Monday.
Regards
Sally Gray
Good afternoon,
I’ve been waiting in this item arriving with no sign of it yet. Could you
check on it please, a week seems a long time without it being with me. I
really needed it for Monday. Order number above.
Thanks
Sally Gray