Case #1008 — Marlow London
thurhomish@yahoo.com · order 2283 · state imported · label none yet · rung 0
Facts
A shipment from order #2283 is on the way
open
not set
2026-07-29 07:44:39
—
2026-08-14 19:30:08
Engine shadow decision
| id | 161 |
|---|---|
| thread_key | <1302954337.1505534.1785310978082@mail.yahoo.com> |
| store_id | marlow |
| message_id | 4851 |
| case_id | 1008 |
| label | OFF_SCRIPT |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2283", "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 there, Thank you for your message, we really appreciate it. I just wanted to let you know that a member of our team is personally looking into your order. If anything else comes up in the meantime, feel free to reach out. Warmly, Anna |
| actual_action | reply |
| actual_text | Hi Mariane, Thank you so much for your kind message. We hope you find a piece you love with us in the future. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 6446 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:31:46 |
Latest draft
from decision #3050 · action=reply · 2026-08-04 15:02:12 · dry-run
Hi Mariane,
Thank you so much for your kind message. We hope you find a piece you love with us in the future.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is closing with thanks after receiving their full refund — this is a thank you acknowledgement with nothing left to action.
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Full thread
Hi. I have not yet received order #2283 that I placed on 14/07/2026 I was advised on 15/07/2026 that it was on its way. Can you please look in to the delay for me?
Mariane McLean
Sent from Yahoo Mail for iPhone
On Wednesday, July 15, 2026, 7:39 am, MARLOW LONDON <support@marlow-london.com> wrote:
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Your order is on its way
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Shipped
On its way, Mariane
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Your order has left our boutique. Track your package below to see when it'll arrive.
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Tracking number
4PX3002985447143CN
Carrier: Other
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| Track now |
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A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com.
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Items shipped
| HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 16 (2XL) · Teal and Red Floral / UK 16 (2XL) · Qty 1 |
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Order number
#2283
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Shipping to
Mariane McLean
Thurso, United Kingdom
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Questions about your delivery? Reply to this email and we'll help right away.
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Follow us
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Hi Mariane,
Thank you for reaching out, and I'm so sorry your order is taking longer than expected - I can see it's been 14 days since you were told it was on its way, and that's beyond our standard 8 to 12 day window.
I have your order #2283 right here. You can track it in real time using this link: https://marlow-london.com/apps/parcelpanel?nums=4PX3002985447143CN
Because of the higher order volume from our current sale, shipping times have increased, and I genuinely apologize for the extra wait. The tracking page will show you exactly where your Teal and Red Floral Tankini Set is right now.
As a sincere apology for the delay, here's a code for money off your next order: STORECREDIT15
If the tracking shows any unusual delays or if you have any concerns, please just let me know and I'll investigate further for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
I would like to return this item. It is too big even though I followed your size guides
Thank you
Kind regards
Mariane McLean
Always be yourself unless you can be a unicorn then....always be a unicorn!
----- Forwarded Message ----- From: MARLOW LONDON <support@marlow-london.com>To: "thurhomish@yahoo.com" <thurhomish@yahoo.com>Sent: Tuesday, July 14, 2026 at 04:16:43 PM GMT+1Subject: Order #2283 confirmed
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Order confirmed
Thank you, Mariane
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We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
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A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
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| Shop now |
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Order number
#2283
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Order summary
| HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 16 (2XL)
Teal and Red Floral / UK 16 (2XL) · Qty 1 | £39.95 |
| Subtotal | £39.95 |
| Shipping | £0.00 |
| Total | £39.95 |
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Shipping to
Mariane McLean
56 Queens Terrace
KW14 8NQ Thurso
United Kingdom
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Payment
Shopify payments
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| View order |
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Follow us
Facebook |
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Hi Mariane,
I'm so sorry the sizing didn't work out as expected, especially when you followed the size guides. I completely understand how frustrating that must be.
Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in a different size. You'd keep the set you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
To be honest I am not that big of a fan of the tankini so I would prefer to return it and get a refund please.
Thank you
Mariane McLean
Sent from Yahoo Mail for iPhone
On Monday, August 3, 2026, 2:45 pm, support@marlow-london.com <support@marlow-london.com> wrote:
Hi Mariane,
I'm so sorry the sizing didn't work out as expected, especially when you followed the size guides. I completely understand how frustrating that must be.
Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in a different size. You'd keep the set you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Mariane,
I'm so sorry — you asked for this refund yesterday and it sat without a reply from us for a full day. That's on us, and I'm sorry for the silence and the frustration it caused.
I've now refunded the full £39.95 for order #2283 to your original payment method. There's nothing for you to send back — please keep the set.
Thank you for your patience, and again, I'm sorry it took this long to sort out.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you
Sent from Yahoo Mail for iPhone
On Tuesday, August 4, 2026, 3:03 pm, support@marlow-london.com wrote:
Hi Mariane,
I'm so sorry - you asked for this refund yesterday and it sat without a reply from us for a full day. That's on us, and I'm sorry for the silence and the frustration it caused.
I've now refunded the full £39.95 for order #2283 to your original payment method. There's nothing for you to send back - please keep the set.
Thank you for your patience, and again, I'm sorry it took this long to sort out.
Warm regards,
Anna
Customer Care Team
Marlow London