Case #159 — Marlow London
mailer@shopify.com · order 1414 · state imported · label none yet · rung 0
Facts
New customer message on 29 June 2026 at 18:06
open
not set
2026-06-29 17:07:44
—
2026-08-14 19:30:08
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Latest draft
from decision #255 · action=reply · 2026-06-29 17:08:24 · dry-run
Dear Ann,
Thank you for getting in touch and for including your order number. I completely understand how frustrating it can be to see no movement on your tracking, and I am sorry for the worry this has caused.
The "info received" status means your shipment has been registered with the courier and is on its way. Tracking can go quiet between dispatch and the next scan point during transit, which is quite normal rather than a sign that anything is wrong. Your order was dispatched on 20th June, and with our current shipping time of 8 to 12 days, it should be with you very shortly.
As a small apology for the uncertainty, I would like to offer you a store credit code: STORECREDIT20. You can apply this at checkout using your registered email address.
If your tracking still has not updated or your order has not arrived by early next week, please do come back to us and we will look into it as a priority.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer has a stale tracking update on a dispatched order; general reassurance applies with an apology credit code added per agent instruction.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ann Martin
Email:
ambbm5713@gmail.com
Body:
I refer to order number #1414. This order is showing
dispatched on 20th June but has still not been received,
Tracking shows "info received" on 20th June but nothing further.
Please advise of the current position.
thank you Ann Martin
Dear Ann,
Thank you for getting in touch and for including your order number. I completely understand how frustrating it can be to see no movement on your tracking, and I am sorry for the worry this has caused.
The "info received" status means your shipment has been registered with the courier and is on its way. Tracking can go quiet between dispatch and the next scan point during transit, which is quite normal rather than a sign that anything is wrong. Your order was dispatched on 20th June, and with our current shipping time of 8 to 12 days, it should be with you very shortly.
As a small apology for the uncertainty, I would like to offer you a store credit code: STORECREDIT20. You can apply this at checkout using your registered email address.
If your tracking still has not updated or your order has not arrived by early next week, please do come back to us and we will look into it as a priority.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 29, 2026 at 19:06, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Ann Martin Email:
ambbm5713@gmail.com Body:
I refer to order number #1414. This order is showing dispatched on 20th June but has still not been received, Tracking shows "info received" on 20th June but nothing further. Please advise of the current position. thank you Ann Martin