Case #651 — Marlow London
riley01@live.co.uk · order 2027 · state imported · label none yet · rung 0
Facts
New customer message on 20 July 2026 at 11:26
open
not set
2026-07-20 10:29:08
—
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 #1159 · action=reply · 2026-07-20 10:30:24 · dry-run
Hi Linda,
Thank you for reaching out, and I am sorry for the confusion around order 2027 for your Artisanal Bag (Dragon Reader).
I have just checked the tracking on our end, and it is currently showing as still in transit, with the courier having received the parcel's information but no delivery yet confirmed. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002979304193CN
Since what you are seeing looks different to what I can see here, I want to make sure we get to the bottom of this properly rather than guess. Could you let me know exactly where you saw it marked as delivered, for example the courier's own tracking page or a text or email notification, so I can look into it with them directly?
I am sorry for the worry this has caused, and I will make sure this gets a proper answer as quickly as possible.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer claims delivered-but-missing and wants a refund, but our own live carrier status shows only 'Info Received' (not delivered) - this contradiction needs human investigation/delivery proof before any refund or replacement is promised, so this should be escalated rather than auto-resolved.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Linda Rogers
Email:
riley01@live.co.uk
Body:
Delivery stating that this item has been delivered, I
have not received it.
Oder No 2027 Artisanal Bag (dragon reader)
Delivered address, Tyn y Celyn, Llwynmawr, LL20 7BB
Could you please look into this or send me a refund.
Hi Linda,
Thank you for reaching out, and I am sorry for the confusion around order 2027 for your Artisanal Bag (Dragon Reader).
I have just checked the tracking on our end, and it is currently showing as still in transit, with the courier having received the parcel's information but no delivery yet confirmed. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002979304193CN
Since what you are seeing looks different to what I can see here, I want to make sure we get to the bottom of this properly rather than guess. Could you let me know exactly where you saw it marked as delivered, for example the courier's own tracking page or a text or email notification, so I can look into it with them directly?
I am sorry for the worry this has caused, and I will make sure this gets a proper answer as quickly as possible.
Warm regards,
Anna
Customer Care Team
Marlow London