Case #980 — Marlow London
brotto.fe@gmail.com · order 3228 · state imported · label none yet · rung 0
Facts
New customer message on 28 July 2026 at 12:10
open
not set
2026-07-28 11:11:26
—
2026-08-14 19:30:08
Engine shadow decision
| id | 960 |
|---|---|
| thread_key | <E1020004-18C66F98D5D174F6-A08E78F1@shopify.com> |
| store_id | marlow |
| message_id | 5797 |
| case_id | 980 |
| 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 | Hi Felipe, Thank you for reaching out, and I'm sorry for the frustration around order 3228. I completely understand your concern, especially after reaching out a few times already. I'm personally looking into this for you right now to get you a clear answer. I know that's not the timeline you were hoping for, but I want to make sure I give you accurate information rather than gues |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 6667 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) |
| created_at | 2026-08-14 21:57:59 |
Latest draft
from decision #3592 · action=reply · 2026-08-11 09:16:37 · dry-run
Hi Felipe,
Thank you for writing back, and I am really sorry this has dragged on so long, especially with the estimated delivery date seeming to shift on you. I understand that makes it feel like nothing is moving, even when it actually is.
I have just checked your order #3228 directly, and it is genuinely in transit and moving through the network right now. We are past the window I gave you before, so I want to be straight with you rather than repeat it: from where things stand now, I would expect it to reach you within the next few days.
As it has not arrived yet, I am not able to process a refund at this stage, but please know we are doing everything we can from our end to get it to you as quickly as possible.
As an apology for how long this has taken, here is 15 pounds off your next order with us: STORECREDIT15
Please bear with me a little longer, and let me know the moment it arrives, or if it still has not turned up in the next few days I will look into this further for you personally.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order is genuinely in transit (not yet delivered), so per the HARD RULE we cannot offer a refund; gave an honest, window-blown-aware status update and the shipping-complaint goodwill code (not yet used in this thread) instead of a cancel/refund.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Felipe Carneiro
Email:
brotto.fe@gmail.com
Body:
Please, I need my Royal Mail tracking number because I
always put to collect my deliveries? Could you give me?
Thanks!
Hi Felipe,
Great news. I can see your order #3228 is on its way, and here's your Royal Mail tracking number so you can arrange collection:
UL363796955YP
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL363796955YP
Just give Royal Mail this number and they'll help you set up collection at your preferred location. Your parcel should arrive within about 8 to 12 days.
If you need anything else, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Felipe Carneiro
Email:
brotto.fe@gmail.com
Body:
Please can you let me know when I will get my parcel?
Thank you.
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Felipe Carneiro
Email:
brotto.fe@gmail.com
Body:
Please if you don’t contact me to let me know about my
order I’d like to get a refund, 1 week since I made my order, and
nothing!!!!!!
How long should I wait?
Hi Felipe,
Thanks for checking in! As I mentioned in my last email, order #3228 is on its way to you. You should see it arrive within about the next week or so.
Tracking between hubs can be quiet at times, and that's completely normal. The tracking will update as your parcel gets closer.
Just let me know if you need anything else!
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Felipe Carneiro
Email:
brotto.fe@gmail.com
Body:
Sorry if I don’t get my parcel until Friday I want my
money back, I didn’t know it takes too long, when I think I will
get they update the delivery status and they change everything, I
can’t wait anymore
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Felipe Carneiro
Email:
brotto.fe@gmail.com
Body:
I contacted you a few times asking about my parcel and I
didn’t get my parcel until now if I don’t get until Saturday I
will report as scam in my bank and ask for refund because when I
mentioned a refund you didn’t answer me