Case #1111 — Marlow London
jinderatthi@hotmail.co.uk · order 2381 · state imported · label none yet · rung 0
Facts
A quick update on your order #2381
open
not set
2026-07-31 09:13:57
—
2026-08-14 19:30:08
Engine shadow decision
| id | 51 |
|---|---|
| thread_key | <DB7PR02MB49878451F0D5968728755189ECC82@DB7PR02MB4987.eurprd02.prod.outlook.com> |
| store_id | marlow |
| message_id | 4698 |
| case_id | 1111 |
| label | ACCEPTS_OFFER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2381", "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 | Dear Rajinder, Thank you so much for your kind words, that really means a lot to us. I want you to know that a member of our team is personally looking into your case for order 2381 right now. Thanks again for your patience and for being so understanding. Warm regards, Anna |
| actual_action | reply |
| actual_text | Hi Rajinder, Thank you so much for your kind words - that really means a lot to us. We're glad we could sort it out for you, and we're sorry again for the inconvenience with the sizing. Please do reach out anytime if there's anything else we can help with. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 6608 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:13:59 |
Latest draft
from decision #2940 · action=reply · 2026-08-03 17:04:13 · dry-run
Hi Rajinder,
Thank you so much for your kind words - that really means a lot to us. We're glad we could sort it out for you, and we're sorry again for the inconvenience with the sizing.
Please do reach out anytime if there's anything else we can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is thanking us with no outstanding issues or requests; simple acknowledgement of their appreciation.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Item-level refund: GBP 59.95 (Ramsey Two-Piece Set) on order #2381, 70.5958549222798pct of order total | 2026-08-03 13:44:44 |
Case events
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Full thread
Good morning,
Thank you for my order which I received yesterday.
I need to return the Thora premium co-ord
Could you please let me know how to return.
Order confirmation;
YJHOOGZW8.
Best regards
Rajinder
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 20 July 2026 10:00:03
To: jinderatthi@hotmail.co.uk <jinderatthi@hotmail.co.uk>
Subject: A quick update on your order #2381
Hi Rajinder,
I wanted to reach out to you myself rather than leave you wondering. Because of some internal delays on our end and higher-than-usual demand, your order is taking a little longer to reach you than we'd like - and I'm sorry about that.
Here's exactly where it is right now: it's been booked in with the carrier and is preparing to move. Based on where it is, expected arrival is about 7 to 12 days.
You can follow it live here any time: https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3D4PX3002989002201CN&data=05%7C02%7C%7C765c60c52e424af92da208dee63d49fb%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639201348181577766%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=SWx%2FMPgEIxqX9CMOKnAC0Qlia9Ejz%2BMb3VhTrgvyVZE%3D&reserved=0<https://marlow-london.com/apps/parcelpanel?nums=4PX3002989002201CN>
As a genuine apology for the wait, here's £15 off your next order - just use code STORECREDIT15 at checkout.
Thank you so much for your patience - it's on its way, and we're keeping an eye on it from our side.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Rajinder,
Thanks for reaching out, and sorry to hear you'd like to return an item.
I can see you received order #2381 yesterday, which contained the Ramsey two-piece set in Blue and the ROSALIE swimsuit in Navy.
Could you let me know which of these you'd like to return and the reason? Once I have that, I can look at the best way to help - that might be a partial refund so you can keep the item, store credit, a free replacement, or a standard return, whichever works best for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi there,
Thank you for your quick response.
It is the Ramsay 2 piece set.
It doesn't fit me properly. Thank you.
Best regards
Rajinder
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Sunday, 02 August 2026 16:01:33
To: jinderatthi@hotmail.co.uk <jinderatthi@hotmail.co.uk>
Subject: Re: A quick update on your order #2381
Hi Rajinder,
Thanks for reaching out, and sorry to hear you'd like to return an item.
I can see you received order #2381 yesterday, which contained the Ramsey two-piece set in Blue and the ROSALIE swimsuit in Navy.
Could you let me know which of these you'd like to return and the reason? Once I have that, I can look at the best way to help - that might be a partial refund so you can keep the item, store credit, a free replacement, or a standard return, whichever works best for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi there,
Thanks for reaching out, and sorry the size wasn't right. I can see your order 2381.
We'd be glad to send you a free replacement in the correct size - you'd keep the one you already have, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you right away.
If you'd rather not exchange, just let me know and I can look at other options too.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
Hope you are well. Thank you for your reply
I would like to just return this item for a full refund please.
Best regards
Rajinder
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 03 August 2026 09:14:46
To: jinderatthi@hotmail.co.uk <jinderatthi@hotmail.co.uk>
Subject: Re: A quick update on your order #2381
Hi there,
Thanks for reaching out, and sorry the size wasn't right. I can see your order 2381.
We'd be glad to send you a free replacement in the correct size - you'd keep the one you already have, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you right away.
If you'd rather not exchange, just let me know and I can look at other options too.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Rajinder,
Understood, thank you for confirming - I've done a full refund for the Ramsey two-piece instead of the replacement.
£59.95 has been refunded to your original payment method. There's nothing to send back, please keep the set. It should reach you within 3 to 5 business days.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna,
Thank you for your quick responses. You have offered a 5* service. So sorry for the inconvenience.
Best regards
Rajinder
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 03 August 2026 14:45:04
To: jinderatthi@hotmail.co.uk <jinderatthi@hotmail.co.uk>
Subject: Re: A quick update on your order #2381
Hi Rajinder,
Understood, thank you for confirming - I've done a full refund for the Ramsey two-piece instead of the replacement.
£59.95 has been refunded to your original payment method. There's nothing to send back, please keep the set. It should reach you within 3 to 5 business days.
Warm regards,
Anna
Customer Care Team
Marlow London