Case #969 — Marlow London
heathercsmith23@yahoo.com · order 2954 · state imported · label none yet · rung 0
Facts
A shipment from order #2954 is on the way
open
not set
2026-07-28 06:32:02
—
2026-08-14 19:30:08
Engine shadow decision
| id | 971 |
|---|---|
| thread_key | <3AE3C4D8-5AA3-48F1-A343-C1880C436C5C@yahoo.com> |
| store_id | marlow |
| message_id | 5808 |
| case_id | 969 |
| 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 | 4057 |
| 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 21:58:47 |
Latest draft
from decision #1897 · action=reply · 2026-07-28 06:34:04 · dry-run
Hi Heather,
Thank you so much for reaching out, and I completely understand the urgency - I really hope your daughter's birthday present arrives in time.
Your order has been processed and is on its way. We've been experiencing higher order volume from our current sale, which means shipping has taken a little longer than usual. Right now we estimate it to arrive within about 8 to 12 days.
As an apology for the wait, here is a code for £15 off your next order: STORECREDIT15
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620400700444936
If you have any questions or concerns, please do get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Shipped order with birthday deadline. Honest about 8-12 day window, includes tracking link and shipping-complaint goodwill code per HARD RULE.
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Hi there I ordered the bag for my daughter’s birthday last week and still no sign of it - can you confirm when it will arrive?I was under the impression it would take a few days. Many thanks Heather Boisseau On 22 Jul 2026, at 19:42, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
Shipped
On its way, Heather
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
YT2620400700444936
Carrier: YunExpress
Track now
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com .
Items shipped
LONGCHAMP LE PLIAGE TOTE - BLACK - Black · Black · Qty 1
Order number
#2954
Shipping to
Heather Boisseau Knowl Hill, Reading, Berkshire, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
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Hi Heather,
Thank you so much for reaching out, and I completely understand the urgency - I really hope your daughter's birthday present arrives in time.
Your order has been processed and is on its way. We've been experiencing higher order volume from our current sale, which means shipping has taken a little longer than usual. Right now we estimate it to arrive within about 8 to 12 days.
As an apology for the wait, here is a code for £15 off your next order: STORECREDIT15
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620400700444936
If you have any questions or concerns, please do get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi there Having waited a very long time for the order, it has not been delivered to my house! I have searched and cannot find the parcel. Please can you help? Best wishes Heather Boisseau Begin forwarded message: From: Marlow-London <support@marlow-london.com> Date: 6 August 2026 at 06:00:34 BST To: Heather Boisseau <heathercsmith23@yahoo.com> Subject: Your order #2954 has been delivered! 🥳
96
We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
Dear Heather, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team
Shop with 25% discount
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