Case #1118 — Marlow London
lara.rutherford@yahoo.co.uk · order 2258 · state imported · label none yet · rung 0
Facts
Refund Order #2258
open
not set
2026-07-31 12:03:45
—
2026-08-14 19:30:08
Engine shadow decision
| id | 336 |
|---|---|
| thread_key | <7DFC4853-C45A-4223-A06F-CE9AF400F680@yahoo.co.uk> |
| store_id | marlow |
| message_id | 5055 |
| case_id | 1118 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2258", "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 Lara, Thanks for your patience, and sorry for the delay in getting back to you on order 2258. Instead of sending the item back, we'd like to offer you 10% off as a thank you for keeping it. It saves you the hassle of a return and gets this sorted quickly. Let me know if that works for you and I'll get it applied. Best, Anna |
| actual_action | reply |
| actual_text | Hi Lara, Thank you for your patience and I am sorry it looks like my last reply may not have reached you. As discussed, we are unable to get a replacement to you in the correct size before your holiday, so as an alternative we would like to offer you a cashback of 30 percent of the item price while you keep the item, rather than needing to return it. Could you let me know if you would like to g |
| agreed | 1 |
| latency_ms | 7664 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:00:18 |
Latest draft
from decision #3226 · action=reply · 2026-08-06 17:10:36 · dry-run
Hi Lara,
Thank you for your patience and I am sorry it looks like my last reply may not have reached you.
As discussed, we are unable to get a replacement to you in the correct size before your holiday, so as an alternative we would like to offer you a cashback of 30 percent of the item price while you keep the item, rather than needing to return it.
Could you let me know if you would like to go ahead with this option? Once you confirm I will get this processed for you straight away.
Kind regards
Anna
Customer Care Team
Marlow London
Reasoning: Customer is chasing a prior reply and reiterating her original refund request without acknowledging the 30 percent cashback offer already extended, so we reaffirm that existing offer rather than downgrading or re-offering the declined replacement, and flag that the earlier reply may not have been received.
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Full thread
Good afternoon, Thank you for my order- I am happy with the green bikini but the brown one does not fit well and I would like to return it please. Can you advise on next steps so I can get this back to you and be given a refund. Kind regards Lara Rutherford Begin forwarded message: From: MARLOW LONDON <support@marlow-london.com> Date: 14 July 2026 at 08:20:20 BST To: lara.rutherford@yahoo.co.uk Subject: Order #2258 confirmed
Order confirmation
Order confirmed
Thank you, Lara
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
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Order number
#2258
Order summary
AILBHE | HIGH-WAISTED WRAP BIKINI SET - Dark Brown / UK 12 (L) Dark Brown / UK 12 (L) · Qty 1
£44.95
ÉTAÍN | ELEGANT HIGH-WAISTED BIKINI - Green / UK 12 (L) Green / UK 12 (L) · Qty 1
£44.95
Subtotal
£76.42
Shipping
£0.00
Discount
-£13.48
Total
£76.42
Shipping to
Lara Rutherford 10 Lancaster Way, Pitstone LU7 9RH Leighton Buzzard United Kingdom
Payment
Shopify payments
View order
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Hi Lara,
Thank you for letting me know, and I am glad the green one is a hit.
Understood on the brown bikini, the size is not right. Let me sort that out for you: I will send you a different size, completely free, and there is nothing to send back to us. Please keep the one you already have.
Which size would you like instead?
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Thank you for the offer but it won’t come in time for my holiday so I would like a refund please as offered in your terms and conditions.
Please advise on next steps so I can get this sent back to you and the money refunded.
Regards Lara Rutherford.
> On 3 Aug 2026, at 10:25, support@marlow-london.com wrote:
>
> Hi Lara,
>
> Thank you for letting me know, and I am glad the green one is a hit.
>
> Understood on the brown bikini, the size is not right. Let me sort that out for you: I will send you a different size, completely free, and there is nothing to send back to us. Please keep the one you already have.
>
> Which size would you like instead?
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Lara,
Completely understand - if it won't arrive in time for your holiday, a replacement doesn't help you here.
Let me put this right without the wait: I can send 30% of what you paid straight back to your original payment method, and you keep the brown bikini too, nothing to send back and nothing to wait on for a delivery.
Would you like me to go ahead with that?
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Please could someone come back to me re returning the item and receiving a refund! I am keen to get this sorted asap and haven’t had a response.
Thank you Lara
> On 3 Aug 2026, at 12:11, Lara Rutherford <lara.rutherford@yahoo.co.uk> wrote:
>
> Hi,
>
> Thank you for the offer but it won’t come in time for my holiday so I would like a refund please as offered in your terms and conditions.
> Please advise on next steps so I can get this sent back to you and the money refunded.
>
> Regards Lara Rutherford.
>
>> On 3 Aug 2026, at 10:25, support@marlow-london.com wrote:
>>
>> Hi Lara,
>>
>> Thank you for letting me know, and I am glad the green one is a hit.
>>
>> Understood on the brown bikini, the size is not right. Let me sort that out for you: I will send you a different size, completely free, and there is nothing to send back to us. Please keep the one you already have.
>>
>> Which size would you like instead?
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London