Case #1044 — Marlow London
hampy18@googlemail.com · order 1859 · state imported · label none yet · rung 0
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2026-07-29 19:48:17
—
2026-08-14 19:30:08
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Latest draft
from decision #2909 · action=reply · 2026-08-03 14:57:22 · dry-run
Hi Rebecca,
Of course - I'm processing your full refund right now.
It will be back with you within 3 to 5 business days to your original payment method. Please do keep the tankini with our compliments, there's absolutely nothing to send back.
I'm sorry we took a few offers before getting to this. Thank you so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer has clearly and repeatedly requested a full refund after declining partial offers; playbook guidance confirms we should honor the request immediately without further negotiation.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 100% of order #1859 = £39.95 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopi | 2026-08-03 14:57:22 |
| refund_percent | proposed | Refund 100% of order #1859 = £39.95 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopi | 2026-08-03 14:19:47 |
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Full thread
Good evening
I have received my order today (#1859) after placing the order on the 7th July.
Unfortunately it is too small and doesn’t fit comfortably.
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Navy Blue / UK 10 (M) · Navy Blue / UK 10 (M) · Qty 1
Please can I return this item and request a refund.
Many thanks
Rebecca
Hi there,
Good news! I can see your order #1859, and we've arranged a free replacement in the correct size for you.
You can keep the one you already have with our compliments, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you right away.
If you'd rather not exchange, just let me know and I can look at other options too.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
Thank you for getting back to me. Unfortunately I had ordered for a specific occasion which has now passed so please can you arrange a refund.
Many thanks
Rebecca
> On 2 Aug 2026, at 14:47, support@marlow-london.com wrote:
>
> Hi there,
>
> Good news! I can see your order #1859, and we've arranged a free replacement in the correct size for you.
>
> You can keep the one you already have with our compliments, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you right away.
>
> If you'd rather not exchange, just let me know and I can look at other options too.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Rebecca,
Thank you for explaining, and I completely understand - a replacement won't help now that the occasion has passed.
Rather than asking you to send anything back, I'd like to put 10 percent cashback onto your original payment method, and you keep the tankini with our compliments.
Would that work for you?
Warm regards,
Anna
Customer Care Team
Marlow London
Sorry as it doesn’t fit and the occasion has passed I would prefer a full refund as I can’t wear the one I have ordered.
Many thanks
Rebecca
> On 3 Aug 2026, at 14:08, support@marlow-london.com wrote:
>
> Hi Rebecca,
>
> Thank you for explaining, and I completely understand - a replacement won't help now that the occasion has passed.
>
> Rather than asking you to send anything back, I'd like to put 10 percent cashback onto your original payment method, and you keep the tankini with our compliments.
>
> Would that work for you?
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Rebecca,
I completely understand - the occasion has passed and you need it to fit now, not later.
I can go a little further: I'd like to put 20 percent cashback onto your original payment method, and you keep the tankini with our compliments, nothing to send back.
Would that work for you?
Warm regards,
Anna
Customer Care Team
Marlow London
Please may I have a full refund.
Many thanks
Rebecca
> On 3 Aug 2026, at 15:39, support@marlow-london.com wrote:
>
> Hi Rebecca,
>
> I completely understand - the occasion has passed and you need it to fit now, not later.
>
> I can go a little further: I'd like to put 20 percent cashback onto your original payment method, and you keep the tankini with our compliments, nothing to send back.
>
> Would that work for you?
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London