Case #799 — Marlow London
c1jsc@aol.com · order 1885 · state imported · label none yet · rung 0
Facts
Link to order #1885
open
not set
2026-07-23 21:22:40
—
2026-08-14 19:30:08
Engine shadow decision
| id | 541 |
|---|---|
| thread_key | <B47B9A43-5238-47A2-9BB5-DC1414ED16BA@aol.com> |
| store_id | marlow |
| message_id | 5297 |
| case_id | 799 |
| 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 | 4086 |
| 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 21:27:03 |
Latest draft
from decision #1443 · action=reply · 2026-07-23 21:23:18 · dry-run
Hi Julie,
Thank you for reaching out, and I am sorry for the frustration, it is a fair thing to raise. You are right that the wait has been longer than usual.
The honest reason is that we have had a much higher number of orders than normal because of our current sale, and international shipping has been slower as a result. I would rather tell you that plainly than leave you wondering.
The good news is your order is genuinely moving. I can see it has left the origin facility and is now in transit toward you, and based on where it is right now I would estimate around 7 to 12 days until it arrives.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002968586494CN
As an apology for the longer wait, here is a code for money off your next order: STORECREDIT15
If you do not see any movement soon, just let me know and I will look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Fulfilled order with real in-transit tracking and no other complaint - honest shipped-WISMO reply citing the real carrier stage, arrival window, and the shipping-complaint code since she's unhappy about the length of the wait.
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Hi I placed this order on 7th July. There was no indication that the delivery would take so long. Can you please provide an estimated date of delivery? Thanks Julie Cook Sent from my iPhone On 23 Jul 2026, at 22:16, MARLOW LONDON <support@marlow-london.com> wrote:
Order #1885
Order #1885
A link was requested to view this order
View your order
If you did not request this link, you can safely ignore this email. No changes have been made to your order.
If you have any questions, reply to this email or contact us at support@marlow-london.com
Hi Julie,
Thank you for reaching out, and I am sorry for the frustration, it is a fair thing to raise. You are right that the wait has been longer than usual.
The honest reason is that we have had a much higher number of orders than normal because of our current sale, and international shipping has been slower as a result. I would rather tell you that plainly than leave you wondering.
The good news is your order is genuinely moving. I can see it has left the origin facility and is now in transit toward you, and based on where it is right now I would estimate around 7 to 12 days until it arrives.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002968586494CN
As an apology for the longer wait, here is a code for money off your next order: STORECREDIT15
If you do not see any movement soon, just let me know and I will look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
Order number #1885
I am disappointed with the quality of my recent purchase as the sizing is not as described. I wish to return the bikini set for a full refund but your website instructions are making it very difficult. There was no indication that I had purchased from Amsterdam as your company is called MARLOW LONDON. This is misleading. I have now discovered that I paid £14.42 for a currency transaction which I was not made aware of when I ordered.
Kindly help with this matter.
Julie Cook
Sent from my iPhone
Please also note that my order arrived with no receipt or other paperwork.
Sent from my iPhone
Begin forwarded message:
> From: CHRIS COOK <c1jsc@aol.com>
> Date: 9 August 2026 at 13:30:02 BST
> To: MARLOW LONDON <support@marlow-london.com>
> Subject: My recent purchase
>
> Hi
> Order number #1885
>
> I am disappointed with the quality of my recent purchase as the sizing is not as described. I wish to return the bikini set for a full refund but your website instructions are making it very difficult. There was no indication that I had purchased from Amsterdam as your company is called MARLOW LONDON. This is misleading. I have now discovered that I paid £14.42 for a currency transaction which I was not made aware of when I ordered.
> Kindly help with this matter.
> Julie Cook
>
> Sent from my iPhone