Case #973 — Marlow London
elisechin11@icloud.com · order 2940 · state imported · label none yet · rung 0
Facts
Order query
open
not set
2026-07-28 08:55:44
—
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 #1907 · action=reply · 2026-07-28 08:56:56 · dry-run
Hi Elise,
Thanks for reaching out, and I completely understand your concern about the tracking!
Good news - your order #2940 (the Ebony Longchamp Le Pliage Tote) is definitely on its way. When we dispatch orders, the label is registered with the courier, but there's often a small delay before they physically collect the parcel and it shows the first scan. This is completely normal, and the tracking will update once the courier picks it up.
You can follow progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620400700244047
Because we're experiencing high order volume from our current sale, shipping times have increased a little, but we're doing everything we can to get your package to you as quickly as possible. Right now we estimate it to arrive within about 7 to 12 days.
If the tracking still hasn't moved after a bit longer, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Straightforward post-ship WISMO: order fulfilled with tracking available; customer's concern about courier not receiving the parcel is a normal early-stage delay in the pickup/scan process.
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
Hi,
I ordered a bag last week and it says it was dispatched on the 23rd but the courier still has not received it?
Order number 2940
Many thanks,
Elise Chin
Hi Elise,
Thanks for reaching out, and I completely understand your concern about the tracking!
Good news - your order #2940 (the Ebony Longchamp Le Pliage Tote) is definitely on its way. When we dispatch orders, the label is registered with the courier, but there's often a small delay before they physically collect the parcel and it shows the first scan. This is completely normal, and the tracking will update once the courier picks it up.
You can follow progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620400700244047
Because we're experiencing high order volume from our current sale, shipping times have increased a little, but we're doing everything we can to get your package to you as quickly as possible. Right now we estimate it to arrive within about 7 to 12 days.
If the tracking still hasn't moved after a bit longer, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London