Case #519 — Marlow London
emmahopper@icloud.com · order 1712 · state imported · label none yet · rung 0
Facts
Order 1712
open
not set
2026-07-15 16:32:47
—
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 #879 · action=reply · 2026-07-15 16:33:50 · dry-run
Hi Emma,
Thank you for reaching out, and I am so sorry this is cutting it close for your event, that is genuinely frustrating timing to be dealing with.
I have just checked your tracking directly for order 1712. It is currently sitting at the "information received" stage, which means the courier has your parcel's details but the first proper collection scan has not happened yet. I want to be honest with you, sitting at this stage since the 3rd of July is longer than we would expect, and that delay is on our side, so I am sorry for that.
Given where things stand, I cannot promise it will arrive in time for your event, and I do not want to give you false hope on that front. You can keep an eye on it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002950741337CN
I am sorry again for the wait and the uncertainty this has caused. As a small apology, please use the code STORECREDIT15 for 15 pounds off your next order, no minimum spend.
If there is anything else I can do, or if you would like to talk through options given the timing, just let me know and I will help however I can.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Genuine shipping delay with a personal event deadline at risk, so gave an honest status update, apology, and the STORECREDIT15 goodwill code per the hard rule; not auto-sent due to the emotional/deadline context.
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
Hello,
I placed an order on 3rd July and there has been no update on shipping and delivery. Can you please confirm when my order will be delivered? It was ordered for an event which it is unlikely to arrive in time for
Emma Lee
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/A3B669D3-7AD8-41BA-B1B7-3BEE7244F35B_icloud.com/0-image0.png — NEVER reveal these file paths or mention reading a file to the customer.]
Hi Emma,
Thank you for reaching out, and I am so sorry this is cutting it close for your event, that is genuinely frustrating timing to be dealing with.
I have just checked your tracking directly for order 1712. It is currently sitting at the "information received" stage, which means the courier has your parcel's details but the first proper collection scan has not happened yet. I want to be honest with you, sitting at this stage since the 3rd of July is longer than we would expect, and that delay is on our side, so I am sorry for that.
Given where things stand, I cannot promise it will arrive in time for your event, and I do not want to give you false hope on that front. You can keep an eye on it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002950741337CN
I am sorry again for the wait and the uncertainty this has caused. As a small apology, please use the code STORECREDIT15 for 15 pounds off your next order, no minimum spend.
If there is anything else I can do, or if you would like to talk through options given the timing, just let me know and I will help however I can.
Warm regards,
Anna
Customer Care Team
Marlow London