Case #1135 — Marlow London
fakhra1@hotmail.co.uk · order 3242 · state imported · label none yet · rung 0
Facts
New customer message on 31 July 2026 at 22:35
open
not set
2026-07-31 21:36:03
—
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 #2873 · action=reply · 2026-08-03 13:45:45 · LIVE
Hi Fakhra,
I completely understand your frustration, and I am sorry for the wait and the way this has felt.
I have gone ahead and put through a full refund for order #3242 to your original payment method. You do not need to send anything back or take any further action, the funds should reach you within a few business days.
I am sorry this didn't arrive in time and for the trouble it has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer explicitly asked for a refund with stuck pre-delivery tracking; per pre-delivery-refund-request-defeats-the-ladder STAGE GATE amendment, jumped straight to 100% refund (executed via Whop) instead of continuing the cashback ladder.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Fakhra Niwaz
Email:
Fakhra1@hotmail.co.uk
Body:
I havent received my order
Hey,
Thanks for reaching out! I can see your order #3242 has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL363797156YP
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
My daughter goes to school in 2 weeks. I was supposed to have this bag yesterday
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Friday, 31 July 2026 22:37:03
To: fakhra1@hotmail.co.uk <fakhra1@hotmail.co.uk>
Subject: Re: New customer message on 31 July 2026 at 22:35
Hey,
Thanks for reaching out! I can see your order #3242 has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3DUL363797156YP&data=05%7C02%7C%7C88f5eefd73a34b568a2508deef4bdcd9%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639211306267578548%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=vV9RAw5p2n%2F1WOh4kLI8PObOaqMSRubD%2FgqByGC%2FNNQ%3D&reserved=0<https://marlow-london.com/apps/parcelpanel?nums=UL363797156YP>
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Fakhra,
Thank you for letting me know, and I completely understand the pressure with school starting in two weeks - I'm sorry this hasn't arrived when you needed it.
I've checked your tracking for order #3242 directly, and it's still sitting at the very first stage with the courier - no movement yet, which I know isn't what you wanted to hear.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL363797156YP
As an apology for the wait and the worry, I can offer you a 10% cashback straight back to your payment method, and you keep the bag once it arrives. Just let me know if you'd like me to go ahead with that.
Warm regards,
Anna
Customer Care Team
Marlow London
Why is it taking so long. Refund me my miney. You're a fake
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 03 August 2026 13:52:03
To: fakhra1@hotmail.co.uk <fakhra1@hotmail.co.uk>
Subject: Re: New customer message on 31 July 2026 at 22:35
Hi Fakhra,
Thank you for letting me know, and I completely understand the pressure with school starting in two weeks - I'm sorry this hasn't arrived when you needed it.
I've checked your tracking for order #3242 directly, and it's still sitting at the very first stage with the courier - no movement yet, which I know isn't what you wanted to hear.
You can follow it here: https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3DUL363797156YP&data=05%7C02%7C%7C3d9b313c75194e29ea5708def15e0467%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639213583267503742%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=qdT8GljEOxat3OLfGKaNovh5eSRqG6o5ZB40hq1a%2B7k%3D&reserved=0<https://marlow-london.com/apps/parcelpanel?nums=UL363797156YP>
As an apology for the wait and the worry, I can offer you a 10% cashback straight back to your payment method, and you keep the bag once it arrives. Just let me know if you'd like me to go ahead with that.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Fakhra,
I completely understand your frustration, and I am sorry for the wait and the way this has felt.
I have gone ahead and put through a full refund for order #3242 to your original payment method. You do not need to send anything back or take any further action, the funds should reach you within a few business days.
I am sorry this didn't arrive in time and for the trouble it has caused.
Warm regards,
Anna
Customer Care Team
Marlow London