Case #1051 — Marlow London
grimyha@gmail.com · order 1898 · state imported · label none yet · rung 0
Facts
Return Request
open
not set
2026-07-30 07:54:19
—
2026-08-14 19:30:08
Engine shadow decision
| id | 394 |
|---|---|
| thread_key | <CABuxrD1PzJmSUhhYLdqJD-H8P33UKaOF52GC_hd7yHtDhJSqTw@mail.gmail.com> |
| store_id | marlow |
| message_id | 5126 |
| case_id | 1051 |
| label | ACCEPTS_OFFER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "1898", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "CAOIMHE | CASUAL SUMMER LOUNGE CO-ORD (black colour)", "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, Thank you for confirming which option you'd like to go with, and for sending over your measurements too, that's really helpful. I've noted the item you've linked, CAOIMHE | Casual Summer Lounge Co-ord in black, along with your measurements and the fact that you won't be back in the UK until the 4th of September. A member of our team is personally looking into your o |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 8793 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:08:59 |
Latest draft
from decision #2805 · action=reply · 2026-08-03 08:42:34 · dry-run
Hi Iria,
Thank you for getting back to me, and I completely understand - it's frustrating when something doesn't fit quite right.
Rather than sorting out a return, I'd like to offer you a couple of alternatives instead:
1. A free item of your choice from our collection - you'd keep the tankini set with our compliments, nothing to send back.
2. 10% cashback back to your original payment method, and you'd keep the item as well.
Which would work better for you? Just let me know and I'll sort it straight away.
Browse our full range here: https://marlow-london.com/collections/all
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer declined size exchange and is requesting return due to fit issue. Offering Email 1 of NO-FAULT RETURN LADDER (STEP 2 of sizing-return-free-replacement-first): two keep-item alternatives (free item of choice or 10% cashback).
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Full thread
Order #1898
Item I would like to return
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETSBlue Floral UK 10 (M)
Reason for return
Not the right fit
The item is in the same condition that I received it, unworn and unused, in
package
Hi there,
Good news! I can see your order 1898, and we've arranged a free replacement in the correct size for you.
You can keep the one you already have, for a small contribution of £4.95, and there's nothing to send back. Just let me know which size you'd like instead and I will 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
Dear Anna
Thank you for the quick response and the offer. Unfortunately if I change
the size I ll have problems with the top. The best option for me is to
return it.
Kind regards
Iria
El vie, 31 jul 2026, 6:22, <support@marlow-london.com> escribió:
> Hi there,
>
> Good news! I can see your order 1898, and we've arranged a free
> replacement in the correct size for you.
>
> You can keep the one you already have, for a small contribution of £4.95,
> and there's nothing to send back. Just let me know which size you'd like
> instead and I will 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 Iria,
Thank you for getting back to me, and I completely understand - it's frustrating when something doesn't fit quite right.
Sorry to ask, but couldn't you mix and match the 2 orders, so that you would get a custom fit?
Rather than sorting out a return, I'd like to offer you a couple of alternatives instead:
1. A free item of your choice from our collection - you'd keep the tankini set with our compliments, nothing to send back.
2. 10% cashback back to your original payment method, and you'd keep the item as well.
Which would work better for you? Just let me know and I'll sort it straight away.
Browse our full range here: https://marlow-london.com/collections/all
Warm regards,
Anna
Customer Care Team
Marlow London
Good Morning
From the 2 options I have to choose from, i'll take number 1 even if I
would rather return the previous item and get the total price back.
I linked the item from your collection I will like to get.
CAOIMHE | CASUAL SUMMER LOUNGE CO-ORD (blak colour)
https://marlow-london.com/collections/all/products/caoimhe?variant=57071017197833
As I am afraid I might make the same mistake with the size I send you my
measures so you can help me to choose the right size.
Shoulder 45 cm
Bust 97 cm
Top length 62 cm
Waist 90 cm
Hip 100 cm
Pant Length 90 cm
For the delivery I would like to let you know I am not currently in UK and
I ll be back the 4th of September.
Thanks
El lun, 3 ago 2026, 12:17, <support@marlow-london.com> escribió:
> Hi Iria,
>
> Thank you for getting back to me, and I completely understand - it's
> frustrating when something doesn't fit quite right.
>
> Sorry to ask, but couldn't you mix and match the 2 orders, so that you
> would get a custom fit?
>
> Rather than sorting out a return, I'd like to offer you a couple of
> alternatives instead:
>
> 1. A free item of your choice from our collection - you'd keep the tankini
> set with our compliments, nothing to send back.
> 2. 10% cashback back to your original payment method, and you'd keep the
> item as well.
>
> Which would work better for you? Just let me know and I'll sort it
> straight away.
>
> Browse our full range here: https://marlow-london.com/collections/all
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>