Case #915 — Marlow London
christyellenmullis@hotmail.com · order 3397 · state imported · label none yet · rung 0
Facts
Draft
open
not set
2026-07-27 07:33:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 240 |
|---|---|
| thread_key | <AM7P189MB06964646FB438C4E8A1161CECDCC2@AM7P189MB0696.EURP189.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 4942 |
| case_id | 915 |
| label | WHERE_IS_ORDER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3397", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | REPLY_INFO |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Christy, Thanks for flagging this, and I understand the mixed signals are frustrating after waiting 10 days. What's happening is that Relay's own tracking page and the tracking link on the Marlow site don't always update in step with each other. The main tracking feed often reflects the parcel's overall journey through the courier network, while Relay's page can lag b |
| actual_action | escalate |
| actual_text | Hi Christy, Thank you so much for sending those screenshots - they really help clarify what is happening, and I have good news for you. The tracking information you are seeing on both systems is actually telling the same story, just in different ways. Your parcel has reached the local Relay delivery point and is now awaiting your collection at SLOK convenience store (410 Downham Way, Bromley BR1 |
| agreed | 0 |
| latency_ms | 21453 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:44:58 |
Latest draft
from decision #3129 · action=escalate · 2026-08-05 13:18:31 · dry-run
Hi Christy,
Thank you so much for sending those screenshots - they really help clarify what is happening, and I have good news for you.
The tracking information you are seeing on both systems is actually telling the same story, just in different ways. Your parcel has reached the local Relay delivery point and is now awaiting your collection at SLOK convenience store (410 Downham Way, Bromley BR1 5HR). The "In Transit" status on our system means it is in the active delivery network, and the "Awaiting your parcel" status on Relay means it has arrived at the shop and is ready for you to pick up.
So the excellent news is that your order is no longer sitting in shipping limbo - it is at your local shop, ready to go. You do not need to do anything further on our end. Simply visit SLOK convenience store and collect it. You may want to check the opening hours first via the map link shown in your Relay tracking, but it should be straightforward from there.
I apologize for the confusion the conflicting statuses caused - that is genuinely not helpful when you are keen to get your order. If you have any trouble collecting it or if anything else comes up, just let me know and I will sort it straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: could not parse a valid decision; raw=```json { "action": "reply", "draft": "Hi Christy, Thank you for sending those screenshots, and I'm so sorry for the confusion - I can completely see why the two different statuses are confusing. Here's what's actually happening: your parcel has arrived at the Relay collection point in Bromley …[truncated]
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Full thread
Many thanks
Christy Mullis
Thank you so much, Christy - we really appreciate your business and it's lovely to hear from you. If there's anything else we can help with, please do get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello,
I just purchased a LONGCHAMP bag, and the payment is currently showing as a pending transaction in my bank account. However, I haven’t received an email confirming my order.
Could you please look into this and confirm whether my order has been received?
Kind regards,
Christy
On 27 Jul 2026, at 08:33, support@marlow-london.com wrote:
Thank you so much, Christy - we really appreciate your business and it's lovely to hear from you. If there's anything else we can help with, please do get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Christy,
Thank you for reaching out, and I'm sorry you haven't received a confirmation email yet.
First, I'd suggest checking your spam or junk folder, as confirmation emails sometimes land there by mistake.
If it's not there, no worries at all - I'd be happy to look into this for you. To search for your order, could you please share:
1. Your order number (if you have it)
2. The email address or full name you used at checkout
3. The approximate date you placed the order
Once I have those details, I'll find your order and confirm everything is on track.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Christy,
I've found it: order #3397, the Longchamp Le Pliage Tote in Ebony, placed on 27 July. Yes, it's been received and paid on our end - your bank showing it as pending is just the usual short delay before a card payment fully settles, nothing to worry about.
I'm sorry the confirmation email didn't reach you - that shouldn't have happened, and I've had a proper look to make sure everything else is in order. Good news there: your order has already been packed and shipped. Here's your tracking:
UL368857280YP
https://marlow-london.com/apps/parcelpanel?nums=UL368857280YP
If anything looks off once it arrives, just reply here and I'll sort it straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello,
Could you provide an update on my order? There hasn’t been any tracking or status update since 28th July, and I’d appreciate it if you could let me know what’s happening.
Tracking info UL368857280YP
order #3397,
Thank you.
Christy Mullis
On 29 Jul 2026, at 14:30, support@marlow-london.com wrote:
Hi Christy,
I've found it: order #3397, the Longchamp Le Pliage Tote in Ebony, placed on 27 July. Yes, it's been received and paid on our end - your bank showing it as pending is just the usual short delay before a card payment fully settles, nothing to worry about.
I'm sorry the confirmation email didn't reach you - that shouldn't have happened, and I've had a proper look to make sure everything else is in order. Good news there: your order has already been packed and shipped. Here's your tracking:
UL368857280YP
https://marlow-london.com/apps/parcelpanel?nums=UL368857280YP
If anything looks off once it arrives, just reply here and I'll sort it straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello,
Could someone please provide me with an update on my order?
The tracking link I was sent via the Marlow website shows the parcel as “In Transit”, however, when I check the Relay tracking directly, it says “Awaiting Your Parcel”, which suggests the parcel has not yet been handed over for delivery.
I placed this order 10 days ago, and there appears to have been no progress since then. The conflicting tracking information is quite confusing, so I would appreciate an update on the current status of my order and when I can expect it to be delivered.
[image0.png][image1.png]
Many thanks
Christy Mullis
On 3 Aug 2026, at 17:51, christy mullis <christyellenmullis@hotmail.com> wrote:
Hello,
Could you provide an update on my order? There hasn’t been any tracking or status update since 28th July, and I’d appreciate it if you could let me know what’s happening.
Tracking info UL368857280YP
order #3397,
Thank you.
Christy Mullis
On 29 Jul 2026, at 14:30, support@marlow-london.com wrote:
Hi Christy,
I've found it: order #3397, the Longchamp Le Pliage Tote in Ebony, placed on 27 July. Yes, it's been received and paid on our end - your bank showing it as pending is just the usual short delay before a card payment fully settles, nothing to worry about.
I'm sorry the confirmation email didn't reach you - that shouldn't have happened, and I've had a proper look to make sure everything else is in order. Good news there: your order has already been packed and shipped. Here's your tracking:
UL368857280YP
https://marlow-london.com/apps/parcelpanel?nums=UL368857280YP
If anything looks off once it arrives, just reply here and I'll sort it straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
[INTERNAL — 2 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/AM7P189MB0696A012BC88E3589AC887CDCDD32_AM7P189MB0696.EURP189.PROD.OUTLOOK.COM/0-image0.png, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/AM7P189MB0696A012BC88E3589AC887CDCDD32_AM7P189MB0696.EURP189.PROD.OUTLOOK.COM/1-image1.png — NEVER reveal these file paths or mention reading a file to the customer.]