Case #1145 — Marlow London
vicfrayne@hotmail.co.uk · order 3559 · state imported · label none yet · rung 0
Facts
URGENT - cancel unshipped order
open
not set
2026-08-01 08:58:53
—
2026-08-14 19:30:08
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Latest draft
from decision #2693 · action=reply · 2026-08-02 21:56:42 · dry-run
Hi Victoria,
Thank you for reaching out, and I'm sorry you'd like to cancel your order.
I can see your order #3559, and unfortunately it has already been dispatched and is currently in transit with the courier. Because it's on its way, we're unable to cancel or process a refund for it at this stage - we simply can't refund a parcel that's already in the carrier's hands.
You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL372063136YP
Based on our current shipping times, it should arrive within about 8 to 12 days.
Once it reaches you, you'll have options: you're welcome to return it within 30 days of delivery if you'd prefer not to keep it, or if you'd rather work with us on a different solution, just get in touch and we'll look at what we can do to help.
I know this isn't the answer you were hoping for, but I'm here to help make things right once it arrives.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: [re-run vs new playbook 2026-08-02] Order already shipped (FULFILLED with tracking). Policy prohibits refunding in-transit orders. Provided honest status, tracking link, and post-arrival resolution options.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| whop_refund | executed | Whop refund £164.85 on #3559 | 2026-08-03 12:54:04 |
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Full thread
Dear Marlow London Support,
I am writing to request the immediate cancellation of my order #3559 placed on 29th July 2026
This order has not yet shipped. Please cancel the order immediately and issue a full refund to my original payment method.
Please confirm via email once the cancellation and refund have been processed.
Best wishes,
Victoria
Hi Victoria,
Thank you for letting me know. I've cancelled order #3559 and refunded you in full back to your original payment method - you should see it within 3-5 business days.
Please let me know if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London