Case #1041 — Marlow London
angelagray659@gmail.com · order 2803 · state imported · label none yet · rung 0
Facts
A shipment from order #2803 is on the way
open
not set
2026-07-29 19:12:03
—
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 #2720 · action=reply · 2026-08-02 22:37:49 · dry-run
Hi Angela,
You've filed a chargeback with your bank. I understand completely why.
From your messages, here's what went wrong: you ordered on July 20th for a birthday present on Saturday, and the only contact from us came today with this shipping email - far too late. That silence on something with a real deadline is exactly what would push anyone to their bank. I'm genuinely sorry.
I'm refunding your full order amount now. It will be back to your original payment method within 3 to 5 business days, and you can keep the item - there's nothing you need to send back.
I'm not asking you to close or withdraw the chargeback. That's between you and your bank.
I'd genuinely like to understand: beyond the communication gap, what should we have done differently? Your feedback matters and I want to make sure we improve.
I'm truly sorry we let you down on something that mattered to you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: [re-run vs new playbook 2026-08-02] Chargeback filed on order #2803 after missed deadline; offer full refund per RULE chargeback-already-filed.
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 placed an order on the 20th of July,and had no update on when this will
be delivered.
This is for a birthday present on Saturday, as I have not had any
correspondence from you, can you please just arrange a refund!
Thanks,
Angela Wilson.
On Mon, 20 Jul 2026 at 21:45, MARLOW LONDON <support@marlow-london.com>
wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AADsyliol-sClF2SbRQ9P-iIwrv8ytArZq6TM0fC8UerhU6gMrjBkXA_Q4ADjvjzheqgbDiBYV5A98SLsxW-4QoKQlC4cJhi8mJqe2u5BdmbFKC1UyfcaJ0RSOG3AUB9ExV-GzcNkkSoA25yyerziV6RDO_XL141krt63ACWHf2qFlSo80vsAa0hXAE5FIg82_P85BtgybB4g4gMCUWSjZASIcq6mau9Io-MkTXbKFSkUa9o1ifMjDOYJhx2clWGGkHqKETNzp7memUIWL92uvLeHod-rF2MOcaioX4KV1omm2QC5ZPETBsGJ0BHffMxDmcDByPGsc757_XFURDPwV2r5A==>
>
>
>
> Shipped
> On its way, Angela
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> YT2620200700781570
>
> Carrier: YunExpress
> Track now
> <https://marlow-london.com/_t/c/v3/AADcrroCUBCfpqxP9Ww09lhJmNYYO-4hwpGeFnSfZQhISg3bPGmiu3v8WRV7BzPIZcbS6Tp9ywuadPeG2acZVHIWgjSNZaFNHINySIPe3lETtyCz5iVXpHACuHP7PMO3z961xnV5fPbBK6KZXwaTMOutkQu3v_IqY_cCE9p_HZ5W1O8Mz36GsxuKqB9pRFtv8qq_0oL6J3yXA3cJEpJ4Qthdr4eSAD_zI-39jA25EBA8iMXxmjqrO0rmHF0Sc5lsczL3CWbA4GADfwKj2X1oOhYJlFPEx7cZpBiIrGxaBhewmDIlBkzBIM34Aaf0gzVE6yAkmyE7pPzV5S71NZzi6wtC69rftp9r1OOhddBYZm2HNbugIg==>
>
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order at marlow-london.com
> <https://marlow-london.com/_t/c/v3/AAA631pXPia4ynGUpyjnteUL7_1-qPmDRuY-9GRFxbVEkZLrsJb_j82t3FyPK_l5VhS62aixgYCjiQUw6nmQPyfEMCuoN60LRC7mCYDFw-SNomomv6L4NmRr7KkkVMa1swTjHVLHSuWdzrpecaUpKNT-9S4iGDM0Jcqhggrr9Y1NOOph3cUx1p1XCawma3kTl99LgC633PTY-uLpwXn-x6DquVxbHiK_irBm9Rr1C8jpWmmZ2lHycpPi84m0kDF0zifPLn8esSK5OJpy5GM5Joo6xWAZ35HuHnzbYfS4XHhOEd_7GHpgJXRe24trbyKPvg51rQSuP_dNDXn4RjfeTMp84gE=>
> .
>
> Items shipped
> LONGCHAMP LE PLIAGE TOTE - NAVY · Qty 1
>
> Order number
>
> #2803
>
> Shipping to
>
> Angela Gray
> Falkirk, United Kingdom
>
> Questions about your delivery? Reply to this email and we'll help right
> away.
>
>
> Follow us
> Facebook
> <https://marlow-london.com/_t/c/v3/AACdznStg7r41FqhXjP1VEMPIC6_hwKR5GKlA3jkzopJdwHbCj6qH8bDz1se9Tv56U51c1KZwlMdlj0wwC96AAxTEpYQLF7Heoh_mvFgZyBMorVycH5tST_9x94FI7Yj-wnt8ZmCGS_4hn1DiOUznnGHMZQM2LqvtwNEVCXEe6VGyJwHsZGO8M96y01d_qC5li7bH0T08ZqiH5OTPjuPMly_8TqlpM_aYGzCfAhcKDIJ2pcbwRhlVmIu-YdEECinKc_I9KVZsE3VcYzEFPP6xvn7wdOnXFMIVxaJaRVyvuCQdwJmWaWeS4h1mjvG9oAzIWVKZDzJ2SbHGq4=>
>
Hi Angela,
I'm so sorry you haven't had an update from us. I completely understand your worry about Saturday, and thank you for reaching out.
Your order is on its way to you right now. Here's your tracking link so you can follow its progress: https://marlow-london.com/apps/parcelpanel?nums=YT2620200700781570
I won't guess at exact arrival times because international shipping is unpredictable in the final stretch, but I can tell you that your parcel is actively in transit. Given where we are in our current shipping window, there's a genuine chance it could arrive by Saturday. The best way to know is to keep watching the tracking.
We've been experiencing higher order volumes from our sale which has meant longer delivery times all round, and I'm genuinely sorry there's been a gap in updates from us. That's on us.
What I can promise is that we're doing everything we can to get your package there. The item you ordered, a Longchamp Le Pliage Tote in Navy, is on its way to you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello,
It was Saturday yesterday Anna, so it is no good to me now!
I’ve already done a charge back with my bank as had no correspondence since
the order was placed until this email today.
Thanks!
Angela,
On Sun, 2 Aug 2026 at 14:41, <support@marlow-london.com> wrote:
> Hi Angela,
>
> I'm so sorry you haven't had an update from us. I completely understand
> your worry about Saturday, and thank you for reaching out.
>
> Your order is on its way to you right now. Here's your tracking link so
> you can follow its progress:
> https://marlow-london.com/apps/parcelpanel?nums=YT2620200700781570
>
> I won't guess at exact arrival times because international shipping is
> unpredictable in the final stretch, but I can tell you that your parcel is
> actively in transit. Given where we are in our current shipping window,
> there's a genuine chance it could arrive by Saturday. The best way to know
> is to keep watching the tracking.
>
> We've been experiencing higher order volumes from our sale which has meant
> longer delivery times all round, and I'm genuinely sorry there's been a gap
> in updates from us. That's on us.
>
> What I can promise is that we're doing everything we can to get your
> package there. The item you ordered, a Longchamp Le Pliage Tote in Navy, is
> on its way to you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Angela,
Thank you for letting me know.
A full refund has now gone through to your original payment method today. Please do keep the item if it arrives - there is nothing to send back.
Warm regards,
Anna
Customer Care Team
Marlow London