Case #1062 — Marlow London

andyandmam@btinternet.com · order 3081 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 30 July 2026 at 09:53

Thread status

open

SLA due

not set

Opened

2026-07-30 08:56:01

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	944
thread_key	<E1020004-18C7054C442A3974-E13C8393@shopify.com>
store_id	marlow
message_id	5779
case_id	1062
label	OFF_SCRIPT
label_confidence	retried
extracted_vars	{"order_number": "", "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
actual_action	reply
actual_text	Hi Nualnoi, Thank you for letting us know, and I am sorry it has come to this. I want to acknowledge it plainly rather than argue the process with you. Looking back over everything you have told us, this order took nine days to arrive when it should have been dispatched the next day and reached you within 48 hours on Royal Mail. That is on us, and I completely understand why you have lost patien
agreed	0
latency_ms	3811
model_used	claude-runner:claude-sonnet-5
error	model returned no valid label after 2 attempts (rejected: []) \| call B: no draft field in model output
created_at	2026-08-14 21:56:47

Latest draft

from decision #3828 · action=reply · 2026-08-13 14:59:54 · dry-run

Hi Nualnoi, Thank you for letting us know, and I am sorry it has come to this. I want to acknowledge it plainly rather than argue the process with you. Looking back over everything you have told us, this order took nine days to arrive when it should have been dispatched the next day and reached you within 48 hours on Royal Mail. That is on us, and I completely understand why you have lost patience and gone to your card issuer. I would like to put this right straight away. I am arranging a full refund for your order, and there is no need to send anything back to us, please keep the bags with our compliments. If you do not mind sharing it, it would genuinely help us to know a little more about what went wrong for you along the way, whether it was purely the wait or something else too, so we can make sure this does not happen to another customer. That is entirely optional and will not affect your refund either way. Thank you for your patience, and I am sorry we let this drag on as long as it did. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Chargeback has been filed (not just threatened), so per RULE chargeback-already-filed-ask-what-happened-then-refund-and-log this offers an unconditional full refund with no return required, without asking her to withdraw the dispute.

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Escalate to a human

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Raise a supplier request

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Money action — admin only

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Actions on this thread

Kind	Status	Preview	When
refund_percent	proposed	Refund 100% of order #3081 = £93.42 (order total £93.42, already refunded £0.00, NET AVAILABLE £93.42) to the original payment method () for	2026-08-13 14:59:54

Case events

No case events logged yet.

Full thread

in andyandmam@btinternet.com → support@marlow-london.com customer 2026-07-30 08:56:01

You received a new message from your online store's contact form. Country Code: GB Name: Nualnoi Raphunt Email: andyandmam@btinternet.com Body: Order #3081 Good morning- You have had my order for nearly a week now and I see no sign of anything being despatched. That being the case I would like to cancel this order and have a refund. Many thanks Noi

in andyandmam@btinternet.com → support@marlow-london.com customer 2026-07-30 11:28:25

Good afternoon I see no sign of any despatch for my order. Please cancel and refund as I needed the bags by the end of this week and your delivery is going to be too long. Sorry Many thanks Nualnoi ------ Original Message ------ From: support@marlow-london.com To: andyandmam@btinternet.com Sent: Friday, July 24th 2026, 21:47 Subject: A shipment from order #3081 is on the way MARLOW LONDON ShippedOn its way, Nualnoi Your order has left our boutique. Track your package below to see when it'll arrive. Tracking number UL360371293YP Carrier: Other Track now <https://marlow-london.com/_t/c/v3/AAA5kKuPhlij1aGNnVADyfuJIcevqYEiaf-yIsqbGAEehLGse3lE11PMXyUqh-IAHxb-d35M_IgEFRcqbovgdxdV65xnpPen4ut6PLhqEyEBShV0gil-CsXJLQza1_AXwRJ2rmmmqAkkhOp42KI1Cc70Yg02HTYfQLT-MXXqJHHTvBDjFeR4lA-Zi5LruXoS7ZsEJf_HEQEDNkEuxqEkSTBQ5wCxqY7cl46MNt6NXyTbVHDN2UbYJ2i30iQdrcwgtVTT_1QQiv304uANKkl8aj9xWyTxUHOgBf4TeTc1kzLAPADExT6UUIEtytQ6BRfhospUy8PMEX3vRQQ5RTn4paZuIrEPMcfKJ4miI_H3BFw8f6jYtg==> 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/AABV6jz7-zyLsTpxoLqcld8c9uH2aHGc_VTyaHxE4M70BWrt8TdrdJCj8ZTh2izy_bka0weFZDnMz_DMS0XBjPL08CfdvGGrysHe1oybtNN9g39RpRKfdFdoYmPP0ET03jmLYsxTfEy-ceqxvs1bI-d4ffy9Q-6e2zA0RMx3_vuSfjTO9NbeU9dUD7ujmQ8KgRPqtavqagzY9jRvjF6T-8dK-9UbaCDagFNjC0EQ5bO9GuwliVe4dB9CNBv8vyXYo2CYzRjBOZzdNf2sV_rp-cuF1flSOwug8mfzWMrfSdLQ4amjAqushJPuoox8HBqlgbV-FgsXxB9e1qUK6cWxsHhj9zs=> . Items shipped LONGCHAMP LE PLIAGE TOTE - PINK - Pink · Pink · Qty 1 LONGCHAMP LE PLIAGE TOTE - FAWN - Fawn · Fawn · Qty 1 Order number #3081 Shipping to Nualnoi Raphunt Newark-on-Trent, 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/AABdZuXlDBxKGfdAEVFIHzcqHMqs1CXNOCIl97pcbBUKco6Jw-pFOBnmyGGXmvjGMFV_OnzeuEu3Ng4c24o84kGlu-f5J3BXejd2Rs9qrE3fZ-0jc3bF3XQ5rCu89ARlR9QQ9faOeWSOkNyK3hbvi5Fyh_NVwiPtsdGaNxQyYx8uuPEDvwPA9v8Zb_045M7oE-MFYUPBtsPkcG3woBhI8fvOgf0MSjQc6p1ZvgoZVXehQrulyaAWhV0TLsPA-Y_mNg8QeBSF6_5cNPHmwU999QPPOX_CqowkKjcTQ-co3q4xwkHmAXqTDZ1WMPA_ljVYkDEij3lrmcqerJI=>

out support@marlow-london.com → andyandmam@btinternet.com tool 2026-07-31 04:22:48

Hi Noi, Thank you for reaching out, and I understand you'd like to cancel your order. I've checked the status of order #3081, and I can see it has actually already been dispatched - it's on its way to you with a tracking number. Because the shipment is now in transit with the courier, I'm unable to cancel it directly from our end. That said, I don't want to leave you without options. I'm going to reach out to our supplier right away to ask whether the shipment can still be stopped or recalled before it reaches you. I'll come straight back to you as soon as I hear their response, and we can work out the best solution from there. In the meantime, you can track your order here if you'd like to see its progress: https://marlow-london.com/apps/parcelpanel?nums=UL360371293YP Thank you for your patience. Warm regards, Anna Customer Care Team Marlow London

in andyandmam@btinternet.com → support@marlow-london.com customer 2026-08-05 10:17:32

Good morning. Please advise what is happening with this order. Evri seem to have had it since Friday 31st July and it hasn't moved since then. Many thanks Nualnoi ------ Original Message ------ From: support@marlow-london.com To: andyandmam@btinternet.com Sent: Sunday, August 2nd 2026, 18:50 Subject: Order #3081 is on its way for delivery! Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ logo black logo black Order tracking webshop Your order is on its way for delivery, Nualnoi! Your order is on its way for delivery and will arrive soon! 🚚✨ Want to track your package? Just click the button below. Order tracking Track your order <https://ctrk.klclick1.com/l/01KZ1SK1Q6M77Z6DM4K7MGT7S0_4> Order: #3081 1 x LONGCHAMP LE PLIAGE TOTE - PINK 46.71 GBP 1 x LONGCHAMP LE PLIAGE TOTE - FAWN 46.71 GBP You might also like this? HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ1SK1Q6M77Z6DM4K7MGT7S0_6> Image of LONGCHAMP LE PLIAGE TOTE - BLACK LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now <https://ctrk.klclick1.com/l/01KZ1SK1Q6M77Z6DM4K7MGT7S0_8> Image of LONGCHAMP LE PLIAGE TOTE - NAVY LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ1SK1Q6M77Z6DM4K7MGT7S0_10> USP Homepage <https://ctrk.klclick1.com/l/01KZ1SK1Q6M77Z6DM4K7MGT7S0_12> Track your order <https://ctrk.klclick1.com/l/01KZ1SK1Q6M77Z6DM4K7MGT7S0_13> Contact <https://ctrk.klclick1.com/l/01KZ1SK1Q6M77Z6DM4K7MGT7S0_14> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe <https://ctrk.klclick1.com/l/01KZ1SK1Q6M77Z6DM4K7MGT7S0_15> .

in andyandmam@btinternet.com → support@marlow-london.com customer 2026-08-06 12:34:43

Good afternoon I placed this order nearly two weeks ago and have not received anything. Please cancel and issue a credit Thank you Nualnoi ------ Original Message ------ From: support@marlow-london.com To: andyandmam@btinternet.com Sent: Monday, August 3rd 2026, 06:53 Subject: Order #3081 is on its way for delivery! Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ logo black logo black Order tracking webshop Your order is on its way for delivery, Nualnoi! Your order is on its way for delivery and will arrive soon! 🚚✨ Want to track your package? Just click the button below. Order tracking Track your order <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_4> Order: #3081 1 x LONGCHAMP LE PLIAGE TOTE - PINK 46.71 GBP 1 x LONGCHAMP LE PLIAGE TOTE - FAWN 46.71 GBP You might also like this? HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_6> Image of LONGCHAMP LE PLIAGE TOTE - BLACK LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_8> Image of LONGCHAMP LE PLIAGE TOTE - NAVY LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_10> USP Homepage <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_12> Track your order <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_13> Contact <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_14> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_15> .

in andyandmam@btinternet.com → support@marlow-london.com customer 2026-08-08 11:35:02

Good afternoon this item was delivered today. Your website states that orders are despatched next day and sent on Royal Mail 48hrs. This was not the case with this order and it took 9 days to arrive after order - that was too long. I now need to return for refund Please reply within 48 hours before I need to take further steps to reslove this Thank you Nualnoi ------ Original Message ------ From: support@marlow-london.com To: andyandmam@btinternet.com Sent: Monday, August 3rd 2026, 06:53 Subject: Order #3081 is on its way for delivery! Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ logo black logo black Order tracking webshop Your order is on its way for delivery, Nualnoi! Your order is on its way for delivery and will arrive soon! 🚚✨ Want to track your package? Just click the button below. Order tracking Track your order <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_4> Order: #3081 1 x LONGCHAMP LE PLIAGE TOTE - PINK 46.71 GBP 1 x LONGCHAMP LE PLIAGE TOTE - FAWN 46.71 GBP You might also like this? HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_6> Image of LONGCHAMP LE PLIAGE TOTE - BLACK LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_8> Image of LONGCHAMP LE PLIAGE TOTE - NAVY LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_10> USP Homepage <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_12> Track your order <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_13> Contact <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_14> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_15> .

in andyandmam@btinternet.com → support@marlow-london.com customer 2026-08-13 14:59:06

Good afternoon, due to your lack of response I have now referred this to my card issuer for a chargeback. Happy to return goods to a UK address when resolved thank you Nualnoi ------ Original Message ------ From: andyandmam@btinternet.com To: support@marlow-london.com Sent: Saturday, August 8th 2026, 12:34 Subject: Order #3081 - Return Good afternoon this item was delivered today. Your website states that orders are despatched next day and sent on Royal Mail 48hrs. This was not the case with this order and it took 9 days to arrive after order - that was too long. I now need to return for refund Please reply within 48 hours before I need to take further steps to reslove this Thank you Nualnoi ------ Original Message ------ From: support@marlow-london.com To: andyandmam@btinternet.com Sent: Monday, August 3rd 2026, 06:53 Subject: Order #3081 is on its way for delivery! Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ logo black logo black Order tracking webshop Your order is on its way for delivery, Nualnoi! Your order is on its way for delivery and will arrive soon! 🚚✨ Want to track your package? Just click the button below. Order tracking Track your order <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_4> Order: #3081 1 x LONGCHAMP LE PLIAGE TOTE - PINK 46.71 GBP 1 x LONGCHAMP LE PLIAGE TOTE - FAWN 46.71 GBP You might also like this? HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_6> Image of LONGCHAMP LE PLIAGE TOTE - BLACK LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_8> Image of LONGCHAMP LE PLIAGE TOTE - NAVY LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_10> USP Homepage <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_12> Track your order <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_13> Contact <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_14> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe <https://ctrk.klclick1.com/l/01KZ32YW0NTFWSQMH0CC8SA0S8_15> .