Case #1082 — Marlow London
ntalyia@icloud.com · order — · state imported · label none yet · rung 0
Facts
Order number LSO -20260728-11598
open
not set
2026-07-30 15:34:57
—
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 #2399 · action=reply · 2026-07-31 10:04:10 · dry-run
Hi Natalie,
I am so sorry. I was not able to stop the order in time, and I should have told you that sooner rather than leaving you waiting.
I have refunded you in full, £93.41, back to your original payment method. It will be with you within 3 to 5 business days.
There is nothing you need to do, and no need to contact your bank. I am sorry this landed so close to your daughter'''s birthday.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Full GBP93.41 Whop refund executed across two payments (pay_8Z46mh9bYvqc3a + pay_It4m7Ia2JnnGRJ) after operator approval; order was already fulfilled so cancellation could not be honoured, refund issued instead. Sending confirmation to customer.
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
| Kind | Status | Preview | When |
|---|---|---|---|
| whop_refund | executed | Whop refund £93.41 total on order #3552 across two payments: pay_8Z46mh9bYvqc3a £54.95 + pay_It4m7Ia2JnnGRJ £38.46 = £93.41 (Natalie Reo-Cok | 2026-08-02 16:03:43 |
Case events
No case events logged yet.
Full thread
Hi Team
I placed this order on 28th July. I have not received an order confirmation but my account has been debited. Can you send clarify before I query the payment via my bank ASAP please
Thanks
Natalie
Sent from my iPhone
Hi Natalie,
Thank you for reaching out, and I completely understand your concern about the payment being taken without a confirmation email arriving.
Please don't worry about contacting your bank - there is genuinely no need, and I am looking into this for you right now.
I have your order date (28th July) and order reference (LSO-20260728-11598). To make absolutely sure I find your order, could you please confirm the email address you used when you placed the order - in case it's different from the one you're writing from?
Once I have that, I'll be able to track down exactly what's happened with your payment and order confirmation, and I'll get right back to you.
Thank you for your patience, and I'm sorry for the worry this has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
My email address used is Ntalyia@hotmail.com. If the order cannot be delivered by the 3rd August please cancel and issue me a refund. The items ordered were for my daughter’s 21st birthday gift. I have already spoken to my bank and if the issue cannot be resolved quickly I will raise a dispute. I don’t understand how funds can be debited for an order and 3 days after the order was placed no confirmation has been received. I intend to raise this with my bank at the end of today if I do not get clarification from you as to what happened. Thanks
Natalie
Sent from my iPhone
> On 31 Jul 2026, at 05:43, support@marlow-london.com wrote:
>
> Hi Natalie,
>
> Thank you for reaching out, and I completely understand your concern about the payment being taken without a confirmation email arriving.
>
> Please don't worry about contacting your bank - there is genuinely no need, and I am looking into this for you right now.
>
> I have your order date (28th July) and order reference (LSO-20260728-11598). To make absolutely sure I find your order, could you please confirm the email address you used when you placed the order - in case it's different from the one you're writing from?
>
> Once I have that, I'll be able to track down exactly what's happened with your payment and order confirmation, and I'll get right back to you.
>
> Thank you for your patience, and I'm sorry for the worry this has caused.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Natalie,
Thank you for providing that email address, and I'm truly sorry for the worry and confusion this has caused - especially with such an important date coming up for your daughter's birthday.
Please don't worry about involving your bank - there is genuinely no need, and I want to resolve this for you directly, which we absolutely can.
I can see your order (LSO-20260728-11598) and I understand you need it delivered by 3 August or you'd like it cancelled with a full refund. Let me be completely honest: with our current shipping time of 8-12 days due to high sale volume, delivery by 3 August is not achievable from where we are now.
I'm checking our system right now to confirm the order status and process the cancellation and full refund for you. Because of how time-sensitive this is, I'm treating this as an urgent priority and will follow up with you within the next few hours with confirmation that everything has been sorted.
You will absolutely get your refund - I'm arranging that for you now and it will be processed immediately today.
I'm so sorry for the missing confirmation email and that the timing doesn't work out for this occasion. We will have this resolved today without any need for bank involvement on your part.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Natalie,
I am so sorry. I was not able to stop the order in time, and I should have told you that sooner rather than leaving you waiting.
I have refunded you in full, £93.41, back to your original payment method. It will be with you within 3 to 5 business days.
There is nothing you need to do, and no need to contact your bank. I am sorry this landed so close to your daughter'''s birthday.
Warm regards,
Anna
Customer Care Team
Marlow London