Case #1050 — Marlow London
janinecairns@hotmail.com · order 2941 · state imported · label none yet · rung 0
Facts
New customer message on 30 July 2026 at 08:41
open
not set
2026-07-30 07:43:12
—
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 #2230 · action=reply · 2026-07-30 07:44:05 · dry-run
Hi Janine,
Thank you for reaching out, and I completely understand the worry when you've been charged but haven't seen a confirmation come through.
I've just looked this up for you, and I'm really glad to tell you that your order is absolutely confirmed and on its way. I found order #2941, the Longchamp Pliage tote bag for £54.95, placed on 22 July - your payment has definitely gone through and the bag is being shipped to you now.
Confirmation emails sometimes end up in spam or junk folders, so it's worth checking there. As for the item still showing in your basket, don't worry - that's just how our system works sometimes, and your order is definitely placed and confirmed on our end.
You can follow the progress of your parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2620400700244096
Because of higher order volume from our current sale, shipping times have increased a little, and we estimate your package will arrive within about 8 to 12 days. We're doing everything we can to get it to you as fast as possible.
If anything at all is unclear or if the tracking doesn't move after a while, just let us know and we'll be happy to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order found by email lookup; customer confused about payment/confirmation but order is confirmed and shipped; providing tracking link and delivery window.
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
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Janine Bowers
Email:
janinecairns@hotmail.com
Body:
Hi, I ordered a longchamp pilage tote bag on 22/07/26 for
£54.95 but did not receive an ordered confirmed email. When I go
into my basket, I can see it is still in there. However, you have
taken payment as it is showing on my credit card statement.
Please can you send me the bag? Thank you
Hi Janine,
Thank you for reaching out, and I completely understand the worry when you've been charged but haven't seen a confirmation come through.
I've just looked this up for you, and I'm really glad to tell you that your order is absolutely confirmed and on its way. I found order #2941, the Longchamp Pliage tote bag for £54.95, placed on 22 July - your payment has definitely gone through and the bag is being shipped to you now.
Confirmation emails sometimes end up in spam or junk folders, so it's worth checking there. As for the item still showing in your basket, don't worry - that's just how our system works sometimes, and your order is definitely placed and confirmed on our end.
You can follow the progress of your parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2620400700244096
Because of higher order volume from our current sale, shipping times have increased a little, and we estimate your package will arrive within about 8 to 12 days. We're doing everything we can to get it to you as fast as possible.
If anything at all is unclear or if the tracking doesn't move after a while, just let us know and we'll be happy to help.
Warm regards,
Anna
Customer Care Team
Marlow London