Case #1095 — Marlow London
manjit.mankoo@allwyn-lotterysolutions.com · order 3355 · state imported · label none yet · rung 0
Facts
Can we help you, Manjit?
open
not set
2026-07-30 21:25:19
—
2026-08-14 19:30:08
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Latest draft
from decision #2663 · action=reply · 2026-08-02 21:09:36 · dry-run
Hi Manjit,
Thank you for the screenshot - I can see exactly what is happening. I am so sorry both codes are showing as invalid. That is genuinely frustrating when you are trying to apply a discount, and I want to make this right for you.
I can see that YOUARESPECIAL20 is not being recognised on your new order, and WELCOME10 didn't work on your first order #3355 (the navy Longchamp tote) either.
Rather than have you keep trying codes that aren't working, let me get this sorted directly. Could you let me know what discount or percentage each code was supposed to give you? Once I have that, I will escalate this to our team so we can apply both discounts manually to your orders.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: [re-run vs new playbook 2026-08-02] Two promo codes failing - WELCOME10 on completed order #3355, YOUARESPECIAL20 on new order attempt. Customer needs manual discount application; operator investigation required.
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Hi
I am totally up for buying another one but the promo code does not work,
neither did it work on my first purchase....help...!
[image: Screenshot 2026-07-30 at 22.19.34.png]
On Thu, 30 Jul 2026 at 19:18, Marlow-London <support@marlow-london.com>
wrote:
> Hi Manjit,
>
> My name is Jessica, and I’m here at *MARLOW LONDON *to make sure your
> shopping experience is absolutely wonderful. I noticed you left a few
> beautiful pieces in your cart, but your order hasn’t gone through yet. Can
> we help with anything? Don’t hesitate to reach out — we’re here for you! 💖
>
> We don’t want you to miss out on the pieces you had your eye on, so here’s
> one *last chance* to complete your order with an *exclusive 20% discount*,
> valid for the next *12 hours only*. After that, I won’t be able to extend
> it — this really is your final chance!
>
> ✨ *Use code:* *YOUARESPECIAL20*
> to finish your order and enjoy *20% off*, valid for the next 12 hours
> only.
>
> 👉 Click here to complete your order
>
> We truly appreciate your interest in our products and hope to welcome you
> back soon.
>
> With love,
> *MARLOW LONDON *❤️
>
> *Don’t want to receive emails anymore? Unsubscribe
> <https://ctrk.klclick1.com/l/01KYT3Z030K0CPTWYH99JGSZS0_0>*
>
--
This e-mail is subject to the following Legal Notice
<https://allwyn-lotterysolutions.com/email-disclaimer/>
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CA_z_fJetn4dMf0ktK_5w8JmXjbmOKXS_NxiU4N5vdtROaJg7og_mail.gmail.com/0-Screenshot_2026-07-30_at_22.19.34.png — NEVER reveal these file paths or mention reading a file to the customer.]
Hi Manjit,
I am so sorry the promo code is not working for you, and especially frustrating that it also failed on your first purchase. That is definitely not the experience we want you to have.
I would like to get this sorted for you right away. Could you please share your order number from your first purchase so I can look into what happened there, and also confirm which code you are trying to use now and what you are looking to buy?
Once I have those details, I will make sure you get the discount applied properly, whether that means fixing the code or setting up an alternative for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
The first order number was order #LSO-20260726-17207 or
*Order: #3355*
I using the code WELCOME10 which didn't work.
The new code also doesn't work.[image: Screenshot 2026-07-31 at
15.47.44.png]
Let me know what you find.
Thanks
Manjit
On Fri, 31 Jul 2026 at 05:53, <support@marlow-london.com> wrote:
> Hi Manjit,
>
> I am so sorry the promo code is not working for you, and especially
> frustrating that it also failed on your first purchase. That is definitely
> not the experience we want you to have.
>
> I would like to get this sorted for you right away. Could you please share
> your order number from your first purchase so I can look into what happened
> there, and also confirm which code you are trying to use now and what you
> are looking to buy?
>
> Once I have those details, I will make sure you get the discount applied
> properly, whether that means fixing the code or setting up an alternative
> for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
--
This e-mail is subject to the following Legal Notice
<https://allwyn-lotterysolutions.com/email-disclaimer/>
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CA_z_fJeibR_xHtKpZcZeqmwyRtC9RTpq9FBiyxq9CC8EgyZuEQ_mail.gmail.com/0-Screenshot_2026-07-31_at_15.47.44.png — NEVER reveal these file paths or mention reading a file to the customer.]
Hi Manjit,
Thank you for the screenshots, they made it easy to find the problem, and I am sorry to say it was entirely on our side. Nothing you were doing was wrong.
The code you were given had already expired before you placed your first order, and the second code was never actually set up on our store. So neither of them could ever have worked. I am sorry you spent time trying.
I have set up a new code just for you, and I have checked it on our side to make sure it is live and working:
MANJITTHANKYOU
That takes 10 pounds off your order. Just enter it in the discount box at checkout and it will apply straight away.
If it gives you any trouble at all, reply here and I will sort it immediately.
Warm regards,
Anna
Customer Care Team
Marlow London