Case #1064 — Marlow London
pogoria20@hotmail.com · order 2369 · state imported · label none yet · rung 0
Facts
New customer message on 30 July 2026 at 10:01
open
not set
2026-07-30 09:03:03
—
2026-08-14 19:30:08
Engine shadow decision
| id | 482 |
|---|---|
| thread_key | <E1020004-18C705BCE45E7C03-0F232D1E@shopify.com> |
| store_id | marlow |
| message_id | 5230 |
| case_id | 1064 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2369", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | OFFER_DISCOUNT_10_KEEP |
| decided_amount | 10.0 |
| decided_currency | PERCENT |
| rung_before | 0 |
| rung_after | 2 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Karolina, Thanks for reaching out about order 2369. Instead of going through the hassle of a return, we would like to offer you 10% off as a thank you for keeping the item. It saves you the wait and hassle, and the item stays with you. Let me know if you would like to go ahead with that and I will get it sorted. Warmly, Anna |
| actual_action | escalate |
| actual_text | |
| agreed | 0 |
| latency_ms | 6475 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:22:34 |
Latest draft
from decision #2248 · action=reply · 2026-07-30 09:05:01 · dry-run
Hi Karolina,
Thank you for reaching out, and I understand your concerns about the origin and authenticity of your order.
I wanted to reassure you that we are a real, legitimate business, and the Longchamp bags you've ordered are completely genuine items from the manufacturer. We work directly with the factory that produces these bags for major retailers worldwide - the savings in our pricing come from cutting out the middlemen, not from any difference in quality or authenticity.
That said, I completely understand if you'd still prefer not to go ahead with the order. I can see you've ordered two Longchamp Le Pliage totes (Terra and Fawn), and unfortunately the order has already been dispatched. However, I'm going to check right now with our supplier to see if we can still intercept the shipment before it reaches you.
You can follow the tracking here if you'd like to keep an eye on it: https://marlow-london.com/apps/parcelpanel?nums=YT2619700706839911
I will come straight back to you as soon as I hear from our supplier about whether we can stop it - usually within a few hours. In the meantime, if you have any other questions or if there's anything else I can help with, please don't hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer requested cancellation citing authenticity/origin concerns; order is fulfilled and already dispatched, so checking with supplier if shipment can be intercepted before delivery.
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:
Karolina Roberts
Email:
pogoria20@hotmail.com
Body:
I’ve ordered couple of bags from you order number 2369
and are not quite concerned they are fake they are not coming
from UK and I would like to cancel this order
Hi Karolina,
Thank you for reaching out, and I understand your concerns about the origin and authenticity of your order.
I wanted to reassure you that we are a real, legitimate business, and the Longchamp bags you've ordered are completely genuine items from the manufacturer. We work directly with the factory that produces these bags for major retailers worldwide - the savings in our pricing come from cutting out the middlemen, not from any difference in quality or authenticity.
That said, I completely understand if you'd still prefer not to go ahead with the order. I can see you've ordered two Longchamp Le Pliage totes (Terra and Fawn), and unfortunately the order has already been dispatched. However, I'm going to check right now with our supplier to see if we can still intercept the shipment before it reaches you.
You can follow the tracking here if you'd like to keep an eye on it: https://marlow-london.com/apps/parcelpanel?nums=YT2619700706839911
I will come straight back to you as soon as I hear from our supplier about whether we can stop it - usually within a few hours. In the meantime, if you have any other questions or if there's anything else I can help with, please don't hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Karolina Roberts
Email:
pogoria20@hotmail.com
Body:
Can I please return my order