Case #745 — Marlow London
jamesdown1@hotmail.com · order 2571 · state imported · label none yet · rung 0
Facts
Order #2571 James Down
open
not set
2026-07-22 13:06:39
—
2026-08-14 19:30:08
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Latest draft
from decision #2035 · action=reply · 2026-07-28 22:40:35 · dry-run
Hi James,
I'm so sorry - I know we said we'd expect this within 7 to 12 days when we last spoke, and I completely understand how disappointing it is that it's now missed your daughter's birthday altogether. That's exactly the kind of thing we don't want happening.
I don't have an updated tracking scan to share beyond what I gave you before, and I understand that's frustrating when it feels like the parcel has gone quiet. I want to be honest with you rather than guess at a new date I can't back up.
I am flagging this to a member of our team to take a proper look at order 2571 and its tracking directly, given how long this has now run on and that you've mentioned tracking isn't recognising the order at all - that shouldn't be happening, and we want to get to the bottom of it rather than leave you checking a link that doesn't work.
I am genuinely sorry for how this has gone, especially around a birthday that mattered. I will come straight back to you as soon as I hear more.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Repeat contact on order #2571 - already given the 7-12 day estimate + STORECREDIT15 on 22 July; birthday (24 July) has now passed and a later message in this thread (2892, not mine) says the tracking link doesn't recognise the order, which is a real red flag. Did NOT repeat STORECREDIT15 (already given once, code is one-time-use per the playbook). Did NOT invent a new tracking stage - I have no live data. OPERATOR ACTION NEEDED: please actually check order #2571's fulfillment/tracking status - customer says the tracking number doesn't resolve, which could mean a wrong/stale tracking number was sent originally. This deserves a real look, not another templated estimate.
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Full thread
Hello,
I’m still awaiting a delivery for my order that was placed 18th July. It was meant to be a 2 day delivery but it still has not been delivered.
I was wondering when I can expect this item? Was hoping to have it before my daughter’s birthday which is in on 24th July.
Please can you let me know.
Regards,
James
[image2.png]
Sent from my iPhone
[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/FRWP194MB2784394F95A40683970D9C289CC12_FRWP194MB2784.EURP194.PROD.OUTLOOK.COM/0-image2.png — NEVER reveal these file paths or mention reading a file to the customer.]
Hi James,
Thank you for reaching out, and I am so sorry this has taken far longer than the two day delivery you were expecting, especially with your daughter's birthday on the 24th coming up. I completely understand why the timing matters here.
I have had a look at your order (order 2571) and I can see it is currently at the information received stage with the courier, which is the very first step after the shipping label is created. This has taken longer than it should, largely because our carriers have been a lot busier than usual with our current sale on, so parcels are moving a little more slowly between hubs. It is completely normal for tracking to stay quiet for a few days at this stage before the next scan comes through, so please do not worry that anything has gone wrong.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700358217
I want to be honest with you rather than just reassure you. From where things stand right now, I would estimate around 7 to 12 days for it to arrive, which unfortunately means it is unlikely to reach you by the 24th. I am really sorry about that, especially with the birthday timing.
As an apology for the delay, please do use STORECREDIT15 for money off your next order with us.
If tracking has not moved on in the next few days, please let me know and I will look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello,
I’m still awaiting a delivery for my order that was placed 18th July. It was meant to be a 2 day delivery but it still has not been delivered.
I was wondering when I can expect this item? Was hoping to have it before my daughter’s birthday which is in on 24th July.
Please can you let me know.
Regards,
James
[image2.png]
Sent from my iPhone
[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/FRWP194MB27848F688DD923E55C6DB7B19CC12_FRWP194MB2784.EURP194.PROD.OUTLOOK.COM/0-image2.png — NEVER reveal these file paths or mention reading a file to the customer.]
Hello,
I’m still awaiting a delivery for my order that was placed 18th July. It was meant to be a 2 day delivery but it still has not been delivered. It is now 27th July.
I was wondering when I can expect this item? Was hoping to have it before my daughter’s birthday which is in on 24th July.
Please can you let me know.
Regards,
James
[image2.png]
Sent from my iPhone
[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/FRWP194MB278492D96CF091C6A4F02EF69CCC2_FRWP194MB2784.EURP194.PROD.OUTLOOK.COM/0-image2.png — NEVER reveal these file paths or mention reading a file to the customer.]
You received a new message from your online store's contact form.
Country Code:
GB
Name:
James Down
Email:
jamesdown1@hotmail.com
Body:
Where is my order #2571? Ordered on 18th July, I have
heard nothing regarding tracking and delivery of this order. When
I try to track the order is doesn’t recognise it.
Hi James,
I'm so sorry - I know we said we'd expect this within 7 to 12 days when we last spoke, and I completely understand how disappointing it is that it's now missed your daughter's birthday altogether. That's exactly the kind of thing we don't want happening.
I don't have an updated tracking scan to share beyond what I gave you before, and I understand that's frustrating when it feels like the parcel has gone quiet. I want to be honest with you rather than guess at a new date I can't back up.
I am flagging this to a member of our team to take a proper look at order 2571 and its tracking directly, given how long this has now run on and that you've mentioned tracking isn't recognising the order at all - that shouldn't be happening, and we want to get to the bottom of it rather than leave you checking a link that doesn't work.
I am genuinely sorry for how this has gone, especially around a birthday that mattered. I will come straight back to you as soon as I hear more.
Warm regards,
Anna
Customer Care Team
Marlow London