Case #1124 — Marlow London
sarahviv@yahoo.com · order 1953 · state imported · label none yet · rung 0
Facts
Request to return an item
open
not set
2026-07-31 14:56:03
—
2026-08-14 19:30:08
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Latest draft
from decision #2662 · action=reply · 2026-08-02 21:08:28 · dry-run
Hi Sarah,
Thank you for reaching out, and sorry to hear the shorts weren't what you were hoping for - I completely understand the disappointment.
I can see your order #1953. Before we arrange a return, I'd love to help you find something you'll genuinely enjoy instead. A return would involve you paying return postage, a weeks-long wait, and quite a bit of hassle - so let me offer you three better alternatives:
1. We can send you a free item of your choice from our collection - just let me know what you'd prefer and we'll send that straight to you.
2. We can send you a free replacement of the same set you ordered.
3. We can give you 10% back to your original payment method, and you can keep the set with our compliments.
Which of these would work best for you? Just reply with your preference and I'll get it sorted straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: [re-run vs new playbook 2026-08-02] First reply to return request - offering no-fault return ladder Email 1 per playbook (three options before return logistics).
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Good afternoon,I hope this email finds you well. I'm writing to request instructions on how to return an item that was delivered to me last week. The order number is #1953 and it is a swimming costume ensemble (shorts/bikini top/vest top Azure Blue. Medium. Unfortunately the shorts are not what I expected - they are cycling shorts and not loose shorts- hence the request for their return. Many thanks,
Kind regardsSarah
Yahoo Mail: Search, Organize, Conquer
Hi Sarah,
Thank you for reaching out, and sorry to hear the shorts weren't what you were hoping for - I completely understand the disappointment.
I can see your order #1953. Before we arrange a return, I'd love to help you find something you'll genuinely enjoy instead. A return would involve you paying return postage, a weeks-long wait, and quite a bit of hassle - so let me offer you three better alternatives:
1. We can send you a free item of your choice from our collection - just let me know what you'd prefer and we'll send that straight to you.
2. We can send you a free replacement of the same set you ordered.
3. We can give you 10% back to your original payment method, and you can keep the set with our compliments.
Which of these would work best for you? Just reply with your preference and I'll get it sorted straight away.
Warm regards,
Anna
Customer Care Team
Marlow London