INTERNAL NOTE Emotion: frustrated and worried about Friday's trip. Request: get the bag or a fix. Order is 9 working days old, so it is not yet past the 10-day threshold for a free reship or refund; tracking has been stuck at the depot since 8 Oct. SHORT REPLY Hi Priya, I'm sorry, two weeks with no bag before a trip is stressful. Your order is stuck at the local depot. I've opened a trace with the courier today and will update you by tomorrow. If it isn't moving by then, we'll reship it or refund you, whichever you prefer. FULL REPLY Hi Priya, I'm really sorry. You ordered your weekender in good time, and it should be with you by now, especially with a trip on Friday. I've checked order #4821: the parcel has been sitting at your local depot since 8 October. I've opened a trace with the courier today and asked them to prioritise it. I'll email you by tomorrow with an update. If the bag still hasn't moved by then, we'll either send a replacement straight away or refund you in full. Just tell me which you'd prefer. Thanks for your patience, and I'll keep you posted. NEXT STEP FOR THE AGENT Open a courier trace today, set a reminder for tomorrow, and if the order passes 10 working days with no movement, offer the reship or refund.