Case #853 — Marlow London
elliottboyd@hotmail.co.uk · order 2862 · state imported · label none yet · rung 0
Facts
New customer message on 25 July 2026 at 10:59
open
not set
2026-07-25 09:59:31
—
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 #1678 · action=reply · 2026-07-26 11:58:13 · dry-run
Hi there,
Good news, order 2862 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620300700597255
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Post-ship WISMO with tracking at early "information received" stage - matches shipped_wismo case (8) and the tracking-stuck-info-received EXACT-MATCH RESPONSE RULE exactly.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Elliott Boyd
Email:
elliottboyd@hotmail.co.uk
Body:
Hello, I ordered a bag on Tuesday of this week and
received a notification from evri that they are awaiting the
package, this was 5 days ago. I don’t have an order number, can
you locate this and update me with the email? Thanks
Hi there,
Good news, order 2862 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620300700597255
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London