Case #1073 — Marlow London
suewalsh001@gmail.com · order 2292 · state imported · label none yet · rung 0
Facts
Your order #2292 has been delivered! 🥳
open
not set
2026-07-30 12:20:19
—
2026-08-14 19:30:08
Engine shadow decision
| id | 365 |
|---|---|
| thread_key | <CAGw3zpvR+0sRkpjLuFt+JySLnOYYrerkyRfeUZpAcxkeeNTcAA@mail.gmail.com> |
| store_id | marlow |
| message_id | 5089 |
| case_id | 1073 |
| label | OFF_SCRIPT |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2292", "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 | Hi Sue Thank you for letting us know, that's great to hear. We really appreciate you taking the time to confirm it with us. Warm regards Anna |
| actual_action | reply |
| actual_text | Hi Sue, Thank you for letting me know, I'm so glad it's come through. Thanks again for your patience with this, and please don't hesitate to reach out if you need anything else. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 6122 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:04:18 |
Latest draft
from decision #3255 · action=reply · 2026-08-07 07:36:53 · dry-run
Hi Sue,
Thank you for letting me know, I'm so glad it's come through.
Thanks again for your patience with this, and please don't hesitate to reach out if you need anything else.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is simply confirming the already-processed refund arrived; a brief warm acknowledgement with no action needed.
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Full thread
Hello
I have received my order Thanknyou .
It’s a lovely product but 2 parts of it is too tight . the sizing is very
snug as normally and looking at your size chart this should have fit me .
Please provide instructions on how to return
Many thanks
Sue Walsh
On Thu, 30 Jul 2026 at 12:38, Sue Walsh <suewalsh001@gmail.com> wrote:
>
> ---------- Forwarded message ---------
> From: Marlow-London <>
> Date: Thu, 30 Jul 2026 at 05:36
> Subject: Your order #2292 has been delivered! 🥳
> To: Sue Walsh <suewalsh001@gmail.com>
>
>
> We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
>
>
>
>
> [image: logo black]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_0>
> [image: logo black]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_1>
> [image: hero image]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_2>
> *Dear Sue,*
>
> Good news — your order has been delivered! 🎉
> We hope it met your expectations and that you’re thrilled with your
> purchase.
>
> As a little thank-you, we’d love to offer you a *25% discount* on your
> next order — just use the code *THANKYOU25* at checkout.
> We can’t wait to see you shop with us again soon! 💛
> Warm regards,
> Sarah
> Customer Support Team
> Shop with 25% discount
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_3>
>
> *You may also like:*
> [image: Image of LONGCHAMP LE PLIAGE TOTE - BLACK]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_4>
> LONGCHAMP LE PLIAGE TOTE - BLACK
> € 54,95 € 100,00
> Shop now <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_5>
> [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_6>
> LONGCHAMP LE PLIAGE TOTE - NAVY
> € 54,95 € 135,00
> Shop now <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_7>
> [image: Image of Edith | Everyday Comfort Sleeve Tee]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_8>
> Edith | Everyday Comfort Sleeve Tee
> € 29,95 € 75,00
> Shop now <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_9>
> [image: Image of KERENZA | ELEGANT COMFORT-FIT SWIMSUIT]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_10>
> KERENZA | ELEGANT COMFORT-FIT SWIMSUIT
> € 39,95 € 135,00
> Shop now <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_11>
> [image: Image of Mini Leather Longchamp Bag]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_12>
> Mini Leather Longchamp Bag
> € 54,95 € 150,00
> Shop now <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_13>
> [image: Image of Evelyn | Everyday Comfort Mesh Sandals]
> <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_14>
> Evelyn | Everyday Comfort Mesh Sandals
> € 39,95 € 105,00
> Shop now <https://ctrk.klclick1.com/l/01KYRMY400XJ4V1YKEA1FY8NH2_15>
> [image: USP] <https://ctrk.klclick1.com/l/01KYRMY4
Hi there,
Thank you so much for getting in touch, and I'm so glad the quality is lovely!
I'm sorry to hear that 2 of the pieces are feeling too snug around you. Sizing can definitely be tricky with swimwear, especially when the size chart suggests it should fit.
Here's what I can do for you: we can send you a replacement set in a larger size, completely free, and you can keep the one you have now for a small contribution of £4.95. There's nothing to send back.
Which size would you like to try instead? Once you let me know, I'll get it on its way to you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello
Could you send me link to your website please ? I can’t track it down… I
want to check measurements for swimsuits etc
Thanks
Sue Walsh
On Fri, 31 Jul 2026 at 05:32, <support@marlow-london.com> wrote:
> Hi there,
>
> Thank you so much for getting in touch, and I'm so glad the quality is
> lovely!
>
> I'm sorry to hear that 2 of the pieces are feeling too snug around you.
> Sizing can definitely be tricky with swimwear, especially when the size
> chart suggests it should fit.
>
> Here's what I can do for you: we can send you a replacement set in a
> larger size, completely free, and you can keep the one you have now for a
> small contribution of £4.95. There's nothing to send back.
>
> Which size would you like to try instead? Once you let me know, I'll get
> it on its way to you straight away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Sue,
Of course! You can browse our full range here: https://marlow-london.com/
For your Honoria tankini set, the size chart on the product page will show you the exact measurements for each size - that should help you see which size would fit you better.
Once you've had a look and decided which size you'd like, just let me know and I'll get the replacement arranged straight away. It's completely free, you can keep the one you have now, and there's nothing to send back.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello Anna
Thank you for your lovely email offer and such a bargain.
Would you mind though if I just returned the items (great quality ) and
had a refund please.
I’m a bit nervous to order and get it wrong again.
Very many thanks for your support
Sue Walsh
On Sun, 2 Aug 2026 at 17:07, <support@marlow-london.com> wrote:
> Hi Sue,
>
> Of course! You can browse our full range here: https://marlow-london.com/
>
> For your Honoria tankini set, the size chart on the product page will show
> you the exact measurements for each size - that should help you see which
> size would fit you better.
>
> Once you've had a look and decided which size you'd like, just let me know
> and I'll get the replacement arranged straight away. It's completely free,
> you can keep the one you have now, and there's nothing to send back.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Sue,
Of course, that's completely understandable - thank you for giving the replacement idea a thought.
We don't offer returns, but as the fit not matching the size chart is on us, a full refund has now gone through to your original payment method today. Please do keep both pieces - there is nothing to send back.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello Anna
Thank you for your response. Please could you check the refund status as it
has not yet arrived.
Regards
Sue Walsh
On Mon, 3 Aug 2026 at 13:51, <support@marlow-london.com> wrote:
> Hi Sue,
>
> Of course, that's completely understandable - thank you for giving the
> replacement idea a thought.
>
> We don't offer returns, but as the fit not matching the size chart is on
> us, a full refund has now gone through to your original payment method
> today. Please do keep both pieces - there is nothing to send back.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Anna
I know you respond fairly quick (24 hours) so just wanting to be sure you
received my email below advising the refund hasn’t come through . Any
problems your side ?
Sue
On Wed, 5 Aug 2026 at 06:33, Sue Walsh <suewalsh001@gmail.com> wrote:
> Hello Anna
>
> Thank you for your response. Please could you check the refund status as
> it has not yet arrived.
>
> Regards
> Sue Walsh
> On Mon, 3 Aug 2026 at 13:51, <support@marlow-london.com> wrote:
>
>> Hi Sue,
>>
>> Of course, that's completely understandable - thank you for giving the
>> replacement idea a thought.
>>
>> We don't offer returns, but as the fit not matching the size chart is on
>> us, a full refund has now gone through to your original payment method
>> today. Please do keep both pieces - there is nothing to send back.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London
>>
>
Hi Anna
Thank you for your service . The refund has arrived .
Kind regards
Sue
On Thu, 6 Aug 2026 at 18:00, Sue Walsh <suewalsh001@gmail.com> wrote:
> Hi Anna
> I know you respond fairly quick (24 hours) so just wanting to be sure you
> received my email below advising the refund hasn’t come through . Any
> problems your side ?
>
> Sue
>
> On Wed, 5 Aug 2026 at 06:33, Sue Walsh <suewalsh001@gmail.com> wrote:
>
>> Hello Anna
>>
>> Thank you for your response. Please could you check the refund status as
>> it has not yet arrived.
>>
>> Regards
>> Sue Walsh
>> On Mon, 3 Aug 2026 at 13:51, <support@marlow-london.com> wrote:
>>
>>> Hi Sue,
>>>
>>> Of course, that's completely understandable - thank you for giving the
>>> replacement idea a thought.
>>>
>>> We don't offer returns, but as the fit not matching the size chart is on
>>> us, a full refund has now gone through to your original payment method
>>> today. Please do keep both pieces - there is nothing to send back.
>>>
>>> Warm regards,
>>> Anna
>>> Customer Care Team
>>> Marlow London
>>>
>>
Hi Sue,
Thank you for letting me know, I'm so glad it's come through.
Thanks again for your patience with this, and please don't hesitate to reach out if you need anything else.
Warm regards,
Anna
Customer Care Team
Marlow London