Case #72 — Marlow London
mailer@shopify.com · order 1305 · state imported · label none yet · rung 0
Facts
New customer message on 19 June 2026 at 17:09
open
not set
2026-06-19 16:09:42
—
2026-08-14 19:30:08
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Latest draft
from decision #90 · action=reply · 2026-06-19 16:09:49 · dry-run
Hi Laura,
Thank you for getting in touch, and I completely understand the worry when tracking has gone quiet.
Our current shipping time is 8–12 days, which is a little longer than usual due to high volume from our ongoing sale. Tracking often updates only at the next courier scan, so a quiet stretch in between is normal and does not mean your parcel is lost. As soon as it moves again, the tracking link in your confirmation email will refresh.
If nothing has updated within the 8–12 day window, please reply here and I will look into it further for you straight away.
Thank you so much for your patience, Laura.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: General 'where is my order' reassurance using current shipping time; no system lookup needed yet.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Laura O'Shea
Email:
loshea301@yahoo.com
Body:
Order number 1305 I haven’t received. There are no
updates and am worried I will not receive in time. Please advise.
Dear Laura,
Thank you for getting in touch.
We completely understand your concern and would like to reassure you that your order has not been lost. We have checked the tracking and can confirm that your parcel is currently in transit and actively moving through the delivery network.
The latest tracking updates show that the shipment has been picked up and processed at the carrier's facility, which is a positive sign that it is progressing towards delivery. While tracking updates can occasionally take a little time to refresh, your parcel is on its way to you.
We sincerely apologise for the delay. The first part of the process unfortunately took longer than expected, as the incorrect items were initially prepared and this had to be corrected before your order could continue properly. As a gesture of goodwill, we would also like to offer you a £20 store credit for a future purchase using the code STORECREDIT20.
Thank you for your patience and understanding. We expect your order to arrive soon.
Kind regards,
Marlow London Support
On Fri, Jun 19, 2026 at 18:09, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Laura O'Shea Email:
loshea301@yahoo.com Body:
Order number 1305 I haven’t received. There are no updates and am worried I will not receive in time. Please advise.