Case #363 — Marlow London
mailer@shopify.com · order — · state imported · label none yet · rung 0
Facts
New customer message on 8 July 2026 at 11:35
open
not set
2026-07-08 10:37:35
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #554 · action=reply · 2026-07-08 10:37:35 · dry-run
Dear Loraine,
Thank you for reaching out, and sorry for the worry this has caused.
First, it's worth checking your spam or junk folder, as confirmation emails sometimes end up there by mistake.
To look into this properly for you, could you please confirm your order number if you have one, along with the full name and email address used at checkout, and roughly when you placed the order? Once I have those details I can get this sorted for you as quickly as possible.
Thank you for your patience, and I look forward to hearing back from you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Drafted for today's backlog (was missing — e.g. an LLM outage).
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Loraine Houlton
Email:
l.houlton@sky.com
Body:
Is there any update on my order payment has been taken
yet I have no order confirmation
Thank you
Dear Loraine,
Thank you for reaching out, and sorry for the worry this has caused.
First, it's worth checking your spam or junk folder, as confirmation emails sometimes end up there by mistake.
I tried to search up you email adress in the system, but could not find any order linked to it.
To look into this properly for you, could you please confirm your order number if you have one, along with the full name and email address used at checkout, and roughly when you placed the order? Once I have those details I can get this sorted for you as quickly as possible.
Thank you for your patience, and I look forward to hearing back from you.
Warm regards,
Anna
Customer Care Team
Marlow London