Case #773 — Marlow London
mccullochgrahama@gmail.com · order 3015 · state imported · label none yet · rung 0
Facts
Order #3015 confirmed
open
not set
2026-07-23 09:18:58
—
2026-08-14 19:30:08
Engine shadow decision
| id | 942 |
|---|---|
| thread_key | <D03E4565-5863-4233-8B51-6178C9EB3B9F@gmail.com> |
| store_id | marlow |
| message_id | 5777 |
| case_id | 773 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 3916 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:56:38 |
Latest draft
from decision #3357 · action=reply · 2026-08-08 10:36:05 · dry-run
Hi Anna,
I am so sorry to hear this, what a frustrating situation, especially as this was meant to be a lovely gift for your aunt.
I can see the parcel is currently showing as in transit, which fits with what you have described about it making its way back to us after it could not be collected in time.
Once it is back with us, I would be glad to either send it out again, perhaps to a different address this time so the same thing does not happen twice, such as your own address so you can pass it on to your aunt yourself, or process a full refund for you, whichever would suit you best.
Just let me know which you would prefer, and if it is a resend, the address you would like it sent to.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Gift parcel was not collected from the collection point and is being returned to sender, so offering the customer a choice between a free resend to a corrected address or a full refund, without attaching any action until she confirms.
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Hi Could you send this as a gift (without the price)? Anna M-G Sent from my iPhone On 23 Jul 2026, at 09:57, MARLOW LONDON <support@marlow-london.com> wrote:
Order confirmation
Order confirmed
Thank you, Marie
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
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Order number
#3015
Order summary
LONGCHAMP LE PLIAGE TOTE - BURGUNDY - Burgundy Burgundy · Qty 1
£54.95
Subtotal
£54.95
Shipping
£0.00
Total
£54.95
Shipping to
Marie Harding 8 broadlands court, Kew Gardens Road TW9 3HW Kew United Kingdom
Payment
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Hi Anna,
Thank you for reaching out, and of course, that's no problem at all.
I can see your order 3015 (the Longchamp Le Pliage Tote in Burgundy) has not shipped yet, so there is still time to arrange this. I have passed it along to our team to make sure the package is sent as a gift with no price or invoice included, and I will follow up to confirm once it has been updated on our end.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Brilliant - thank you so much
Anna
Sent from my iPhone
> On 23 Jul 2026, at 10:19, support@marlow-london.com wrote:
>
> Hi Anna,
>
> Thank you for reaching out, and of course, that's no problem at all.
>
> I can see your order 3015 (the Longchamp Le Pliage Tote in Burgundy) has not shipped yet, so there is still time to arrange this. I have passed it along to our team to make sure the package is sent as a gift with no price or invoice included, and I will follow up to confirm once it has been updated on our end.
>
> If anything else comes to mind in the meantime, just let me know.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Anna,
You are so welcome, happy to help. Your order will go out as a gift with no price included, and I will confirm again once it has been updated on our end.
If anything else comes up, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
I was just wondering when this would arrive as it’s now missed her birthday and tracking information is awful!!
Sent from my iPhone
> On 23 Jul 2026, at 20:56, MARLOW LONDON <support@marlow-london.com> wrote:
>
> YT2620500700510618
Hi Anna,
I'm so sorry to hear this has missed her birthday - that's genuinely disappointing, especially after everything was arranged as a gift.
I don't have a newer tracking update to share beyond the number I gave you before, and I know that's not much comfort when the tracking itself feels unhelpful. Our international parcels can go quiet between scans for several days at a time even when they are still moving, but I completely understand the frustration of watching it and getting nothing back.
As an apology for the delay and the birthday timing, please do use STORECREDIT15 for money off a future order.
If tracking hasn't moved 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
Hi I wonder if you can help. The bag I bought my aunt was sent to a collection point. She is on holiday so her son was meant to collect it but didn’t do it on time. Furious. It’s now been sent back to you. What are my options? Thanks Anna MCulloch-Graham Sent from my iPhone On 31 Jul 2026, at 02:53, Marlow-London <support@marlow-london.com> wrote:
96
Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
Your order is on its way for delivery, Marie! Your order is on its way for delivery and will arrive soon! 🚚✨ Want to track your package? Just click the button below.
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Order: #3015
1 x LONGCHAMP LE PLIAGE TOTE - BURGUNDY
54.95 GBP
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Hi
I emailed last week. My package wasn’t picked up at the collection point and was sent back you. Can you let me know how I can get it resent?
Anna McCulloch-Graham
Sent from my iPhone