Case #972 — Marlow London
caitlin13xo@outlook.com · order 3074 · state imported · label none yet · rung 0
Facts
New customer message on 28 July 2026 at 09:30
open
not set
2026-07-28 08:30:43
—
2026-08-14 19:30:08
Engine shadow decision
| id | 109 |
|---|---|
| thread_key | <E1020004-18C666E56000282F-A7D5BBC1@shopify.com> |
| store_id | marlow |
| message_id | 4763 |
| case_id | 972 |
| label | WHERE_IS_ORDER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3074", "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 Caitlin, Good question. This happens because the tracking number is created and shows as in transit on our end as soon as the order leaves the warehouse, but Royal Mail only updates their own tracking page once the parcel is physically scanned at one of their depots. There can be a gap of a day or two between the label being created and Royal Mail's site showing any movement, which is why |
| actual_action | reply |
| actual_text | Hi Caitlin, Thanks for following up again, and I'm genuinely sorry you've had to chase twice about this. I can absolutely see your frustration - you need it for the 13th for your daughter going back to school, and understandably you want to know where it is. Let me explain the Royal Mail situation: your parcel is currently with an international carrier and is in transit to the UK. Once |
| agreed | 1 |
| latency_ms | 12178 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:23:20 |
Latest draft
from decision #2998 · action=reply · 2026-08-04 09:27:39 · dry-run
Hi Caitlin,
Thanks for following up again, and I'm genuinely sorry you've had to chase twice about this. I can absolutely see your frustration - you need it for the 13th for your daughter going back to school, and understandably you want to know where it is.
Let me explain the Royal Mail situation: your parcel is currently with an international carrier and is in transit to the UK. Once it reaches the Royal Mail processing centre in the UK, it will then show up on Royal Mail's tracking system. Right now it just means it hasn't reached Royal Mail's hands yet, but it's definitely on its way.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL360371024YP
We quoted 7 to 12 days when it shipped around late July, so we're roughly at day 7 now. That means realistically you're looking at the next few days for it to hopefully arrive by the 13th. It's going to be tight, and I want to be honest with you about that rather than give you false hope.
Here's what I want you to do: if by the 12th it's clear it's not going to make the 13th, write back to me immediately and we'll make sure to sort you out. You're not going to be left without options.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Repeat chase with tight delivery deadline; would qualify for SHIPPED_WISMO auto-send but deadline rule requires goodwill code, and customer already received STORECREDIT15 (re-offering violates no-duplicate rule)
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:
caitlin
Email:
caitlin13xo@outlook.com
Body:
I ordered a bag and tracking still saying the same ?
Hi there,
Good news, your order has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL360371024YP
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
hi i ordered a bag for 39 burnside road eh23 4eu and still not received tracking is not updating ?
Sent from Outlook for iOS<https://aka.ms/o0ukef>
Hi Caitlin,
Thanks for following up. I've gone ahead with order 3074 for you - just let me know if that's not the right one.
I completely understand your frustration with tracking not updating yet. Gaps between scans are completely normal, especially with how busy things have been with our current sale. Tracking often stays quiet for a few days before the next update shows, so rest assured your order is on its way.
As a thank you for your patience, here's a code for £15 off your next order: STORECREDIT15
If the tracking still hasn't moved in another week or so, please just let me know and we'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
i need it for the 13th for my daughter going back to school
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 03 August 2026 10:08:19
To: caitlin13xo@outlook.com <caitlin13xo@outlook.com>
Subject: Re:
Hi Caitlin,
Thanks for following up. I've gone ahead with order 3074 for you - just let me know if that's not the right one.
I completely understand your frustration with tracking not updating yet. Gaps between scans are completely normal, especially with how busy things have been with our current sale. Tracking often stays quiet for a few days before the next update shows, so rest assured your order is on its way.
As a thank you for your patience, here's a code for £15 off your next order: STORECREDIT15
If the tracking still hasn't moved in another week or so, please just let me know and we'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
It claims to be in transit but why is it not showing with royal mail ?
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 03 August 2026 10:08:19
To: caitlin13xo@outlook.com <caitlin13xo@outlook.com>
Subject: Re:
Hi Caitlin,
Thanks for following up. I've gone ahead with order 3074 for you - just let me know if that's not the right one.
I completely understand your frustration with tracking not updating yet. Gaps between scans are completely normal, especially with how busy things have been with our current sale. Tracking often stays quiet for a few days before the next update shows, so rest assured your order is on its way.
As a thank you for your patience, here's a code for £15 off your next order: STORECREDIT15
If the tracking still hasn't moved in another week or so, please just let me know and we'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Caitlin,
Thanks for following up again, and I'm genuinely sorry you've had to chase twice about this. I can absolutely see your frustration - you need it for the 13th for your daughter going back to school, and understandably you want to know where it is.
Let me explain the Royal Mail situation: your parcel is currently with an international carrier and is in transit to the UK. Once it reaches the Royal Mail processing centre in the UK, it will then show up on Royal Mail's tracking system. Right now it just means it hasn't reached Royal Mail's hands yet, but it's definitely on its way.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL360371024YP
We quoted 7 to 12 days when it shipped around late July, so we're roughly at day 7 now. That means realistically you're looking at the next few days for it to hopefully arrive by the 13th. It's going to be tight, and I want to be honest with you about that rather than give you false hope.
Here's what I want you to do: if by the 12th it's clear it's not going to make the 13th, write back to me immediately and we'll make sure to sort you out. You're not going to be left without options.
Warm regards,
Anna
Customer Care Team
Marlow London