Case #859 — Marlow London
cheqadep@gmail.com · order 2471 · state imported · label none yet · rung 0
Facts
New customer message on 25 July 2026 at 13:38
open
not set
2026-07-25 12:39:08
—
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 #1669 · action=reply · 2026-07-26 11:48:04 · dry-run
Hi Cheqade,
Thank you for getting in touch, and I'm so sorry the delay and the lack of updates have been frustrating. I completely understand how worrying that is when you're waiting for your order.
I've found your order #2471, and I can see that it is now in transit. The reason there was a processing delay is that we've been experiencing much higher order volume than usual because of our current sale, which has meant some orders took a little longer to get picked up and dispatched initially. But the good news is your parcel is now actively on its way to you, being transported through the carrier network.
International parcels often show quiet gaps between tracking updates as they move through different facilities, but it is progressing. Based on the current tracking status, you should expect it to arrive within about 7 to 12 days.
You can follow its journey here: https://marlow-london.com/apps/parcelpanel?nums=YT2619800706920511
As an apology for the long wait, here is a code for £15 off your next order: STORECREDIT15.
I'm sorry again for both the delay and for not getting you an explanation sooner. If the tracking still hasn't moved after a bit longer, just let us know and we'll look into it further.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order is in transit with live tracking; customer's why question addressed with sale volume explanation; goodwill code included for shipping delay complaint; mild frustration tone warrants human review.
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:
Cheqade Martinez
Email:
Cheqadep@gmail.com
Body:
Hi, I’ve ordered a bag on the 17th July and it’s been
processing since and hasn’t been shipped when I track the
delivery. All I can see is the label has been created. Is there a
reason for this delay? No explanation has been given.
Order ID is 2471
Thanks,
Cheqade
Hi Cheqade,
Thank you for getting in touch, and I'm so sorry the delay and the lack of updates have been frustrating. I completely understand how worrying that is when you're waiting for your order.
I've found your order #2471, and I can see that it is now in transit. The reason there was a processing delay is that we've been experiencing much higher order volume than usual because of our current sale, which has meant some orders took a little longer to get picked up and dispatched initially. But the good news is your parcel is now actively on its way to you, being transported through the carrier network.
International parcels often show quiet gaps between tracking updates as they move through different facilities, but it is progressing. Based on the current tracking status, you should expect it to arrive within about 7 to 12 days.
You can follow its journey here: https://marlow-london.com/apps/parcelpanel?nums=YT2619800706920511
As an apology for the long wait, here is a code for £15 off your next order: STORECREDIT15.
I'm sorry again for both the delay and for not getting you an explanation sooner. If the tracking still hasn't moved after a bit longer, just let us know and we'll look into it further.
Warm regards,
Anna
Customer Care Team
Marlow London