Case #930 — Marlow London
r.poulton@sky.com · order 2737 · state imported · label none yet · rung 0
Facts
A shipment from order #2737 is on the way
open
not set
2026-07-27 11:15:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 266 |
|---|---|
| thread_key | <DU0P194MB179396F4322F368A1CB71124A2CC2@DU0P194MB1793.EURP194.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 4970 |
| case_id | 930 |
| label | OFF_SCRIPT |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2737", "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 | Hi Emma Thanks so much for letting us know, glad to hear the parcel arrived. I want to let you know that a member of our team is personally looking into your order now. Thanks again for your patience. Warmly, Anna |
| actual_action | reply |
| actual_text | Hi Emma, Thank you for letting me know, I am so glad it has finally arrived. I am sorry again for the long wait and the worry it caused along the way, that is not the experience we want for you. Thank you for your patience throughout. If you need anything else at all, please do not hesitate to reach out. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 12075 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:49:05 |
Latest draft
from decision #3155 · action=reply · 2026-08-05 16:48:24 · dry-run
Hi Emma,
Thank you for letting me know, I am so glad it has finally arrived.
I am sorry again for the long wait and the worry it caused along the way, that is not the experience we want for you. Thank you for your patience throughout.
If you need anything else at all, please do not hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is simply confirming the parcel arrived, no question or action needed, so this is a brief warm acknowledgement.
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Full thread
Hi
I ordered this a week ago but it has still not arrived and the tracking is not providing much information. Delivery was estimated 2-3 days. Please can you advise?
Many thanks
Emma
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: MARLOW LONDON <support@marlow-london.com>
Sent: Monday, 20 July 2026 13:22:47
To: r.poulton@sky.com <r.poulton@sky.com>
Subject: A shipment from order #2737 is on the way
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AABacEg1EUVbz1kogi76W5fZH8NDCOuB-6wJZI5t1ZJXfGonAz8NFteqxgqWSy74m2yXWT2k8gePXrXzbhuXuorANowVvlsUZT3sXvy1aDhbJCLgt_5G1WF0UiVQle6Sd88v_20i30XfUkB36nRjCChBJL2COzMN2bmS7-loFtCbBep1UqGPfICmt2267Ia87IIp-UrQU5TD065PaVgHtWpD-8OMagA1jnOvvgD3wZKJ0uK0Rq_w2jeGCjfDxInBdfAfIgikkm8GbCFvvN2ErAXXasA6y7rTaaoAOVyV0SCdg_9qHr5S27CDjetPBTp93ptErFUxwe4bFnOSgA1ajCmIyg==>
Shipped
On its way, Emma
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
YT2620100711984777
Carrier: YunExpress
Track now<https://marlow-london.com/_t/c/v3/AACBTsbKfPLyaMG9e6zuHoXTLC9VpSSq78HczotCf91cJvififVKEG42EJqMU5oaA1fRKEaQ6dmM8GAS1NTUfhHxByADkqVbLIqo8XJQ6c4QgAkNlk5SS-ykYsiW4F1chWn-BfLropMlfGBFaU-6ailxEsUHDIYD18_DAlZKYGeKCy3anvJI8zDMcgzRAJjfx-9YMmtP8OWf2lx3f_wRwzK0qVEbMUaLkFJeDWzippTTUf8lvLfpuz6Bn7_xoer869fEtipFkWPcyDkX0wd9mhP1FEdJKWOPyb6ana_1AIgpIuPs4awa8eXCmq6LTa3GGUZjVtFioDaVmYJbNYtSENQETJNJqPFYbLuE5Yfd_GtYQrNmUA==>
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com<https://marlow-london.com/_t/c/v3/AAC-zNfxrnruMMrOm4yERZ6P2zyvbHSrVkN9mrOpHkFkMCLnMvsSuWqfwcdzhXRxH7MVgSNkDOgIFIRBtzNMIpyX4UwdUz_rJCp3sC4XEo2qds_4fPC39UtgonLUCib4PMjWhGBeKqiA1CVMC6D34iztUbKJnw625m6ZgEmqIND4njoZI9nFLj0lKACzJGg0wWygA5cfVKs8OtsfKuBLPof8-WenQQpderfzJ6ah6Lf8cZPUiP9EQwQO-YD1KseeoxfRyp2AYxfu1EQIBD54s5A_2HkQyTtWwmWc15oTY4-H0cDEb3BZFVP2bBqw0DLWK7YDdt_-e-syhzEwcnFTepzo9As=>.
Items shipped
LONGCHAMP LE PLIAGE TOTE - NAVY · Qty 1
Order number
#2737
Shipping to
Emma Poulton
Rougham, Bury St Edmunds, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook<https://marlow-london.com/_t/c/v3/AABTOeaPItnuxwZOvKzsVvH6gmbxZGhIAdfbdNg0d1YHIITQ2f-Ht3mqbFM_m2TE6LjmBp7QSpgZjGPoheSaWQmlOJdJ_wtU06X9lG4OavvZPRXJkcodUV7eSlSf6YZWEnbh8lUuODIJCw52ntKYkSHPdtNt9_xLwhhifEbbaNKhNbHudmNuivi9uacXZlKwYCTt--uRLnR9d5SGuedpjO_S48nn-gHEaBcW7MFHowFxOiZ4aTLL5SWat9An6MrddVa24ExWh80DdtF6-D9jPGjO7jEtopBF_COc81VG9gDP9qQ2Qx7ZnjiMUoFfrJRqMqhsSqqP9WTTA6c=>
Hi Emma,
Thank you for reaching out, and I am genuinely sorry for the frustration - I completely understand how disappointing it is when delivery takes longer than expected.
I can see your order #2737 has shipped and is on its way to you. The 2-3 day estimate we initially gave you was based on our usual shipping speeds, but we have been experiencing particularly high order volume from our current sale, which has meant longer waits for parcels across the board. I sincerely apologize for that.
You can track your parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711984777
From where your package is right now, I would expect it to arrive within the next few days. International parcels can sometimes have quiet periods between tracking updates as they move through different carrier hubs, so if you see a gap in the scans, that is completely normal and nothing to worry about.
As a sincere apology for the inconvenience and the wait, here is a code for £15 off your next order: STORECREDIT15
If it still hasn't arrived over the next week or if you have any other concerns, please do get in touch and I will be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
We are another week gone since your email and still I have not received the bag.
I received an email from Evri advising it was at their depot on 2nd August and would be delivered in 48 hours however still no further update.
Please note that I have received a parcel from Evri today from another company which was at their depot on Monday so within 48 hours.
I therefore believe Evri have misplaced the bag?
Please coukd you investigate, this is becoming increasingly frustrating now.
Kind regards
Emma
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Wednesday, 29 July 2026 14:35:34
To: r.poulton@sky.com <r.poulton@sky.com>
Subject: Re: A shipment from order #2737 is on the way
Hi Emma,
Thank you for reaching out, and I am genuinely sorry for the frustration - I completely understand how disappointing it is when delivery takes longer than expected.
I can see your order #2737 has shipped and is on its way to you. The 2-3 day estimate we initially gave you was based on our usual shipping speeds, but we have been experiencing particularly high order volume from our current sale, which has meant longer waits for parcels across the board. I sincerely apologize for that.
You can track your parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711984777
>From where your package is right now, I would expect it to arrive within the next few days. International parcels can sometimes have quiet periods between tracking updates as they move through different carrier hubs, so if you see a gap in the scans, that is completely normal and nothing to worry about.
As a sincere apology for the inconvenience and the wait, here is a code for £15 off your next order: STORECREDIT15
If it still hasn't arrived over the next week or if you have any other concerns, please do get in touch and I will be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
Parcel has now been received.
Many thanks
Emma
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: R Poulton <r.poulton@sky.com>
Sent: Wednesday, 05 August 2026 14:43:05
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: A shipment from order #2737 is on the way
Hi Anna
We are another week gone since your email and still I have not received the bag.
I received an email from Evri advising it was at their depot on 2nd August and would be delivered in 48 hours however still no further update.
Please note that I have received a parcel from Evri today from another company which was at their depot on Monday so within 48 hours.
I therefore believe Evri have misplaced the bag?
Please coukd you investigate, this is becoming increasingly frustrating now.
Kind regards
Emma
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Wednesday, 29 July 2026 14:35:34
To: r.poulton@sky.com <r.poulton@sky.com>
Subject: Re: A shipment from order #2737 is on the way
Hi Emma,
Thank you for reaching out, and I am genuinely sorry for the frustration - I completely understand how disappointing it is when delivery takes longer than expected.
I can see your order #2737 has shipped and is on its way to you. The 2-3 day estimate we initially gave you was based on our usual shipping speeds, but we have been experiencing particularly high order volume from our current sale, which has meant longer waits for parcels across the board. I sincerely apologize for that.
You can track your parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711984777
>From where your package is right now, I would expect it to arrive within the next few days. International parcels can sometimes have quiet periods between tracking updates as they move through different carrier hubs, so if you see a gap in the scans, that is completely normal and nothing to worry about.
As a sincere apology for the inconvenience and the wait, here is a code for £15 off your next order: STORECREDIT15
If it still hasn't arrived over the next week or if you have any other concerns, please do get in touch and I will be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Emma,
Thank you for letting me know, I am so glad it has finally arrived.
I am sorry again for the long wait and the worry it caused along the way, that is not the experience we want for you. Thank you for your patience throughout.
If you need anything else at all, please do not hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London