Case #1152 — Marlow London

jbaillie69@hotmail.com · order 2363 · state imported · label none yet · rung 0

Facts

Subject

Order #2363 confirmed

Thread status

open

SLA due

not set

Opened

2026-08-01 10:38:44

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	65
thread_key	<GVXPR05MB11219F9603B72F0C7A002A0B2CCD72@GVXPR05MB11219.eurprd05.prod.outlook.com>
store_id	marlow
message_id	4712
case_id	1152
label	ASKS_REFUND
label_confidence	first_pass
extracted_vars	{"order_number": "2363", "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 Jane, Thanks for reaching out about order 2363. Instead of going through a return, we'd like to offer you 10% off as a thank you for keeping the item. It saves you the hassle of sending it back and still puts some money back in your pocket. Let me know if you'd like to go ahead with that, and I'll get it sorted for you. Warm regards, Anna
actual_action	reply
actual_text	Hi Jane, I can absolutely help with that. I can refund you 100% back to your original payment method. You can keep the swimset with our compliments, and there's nothing to send back. Just confirm that works for you and I'll process it right away. It'll land within 3 to 5 business days. Warm regards, Anna Customer Care Team Marlow London
agreed	1
latency_ms	6247
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 20:16:17

Latest draft

from decision #2954 · action=reply · 2026-08-03 19:28:30 · dry-run

Hi Jane, I can absolutely help with that. I can refund you 100% back to your original payment method. You can keep the swimset with our compliments, and there's nothing to send back. Just confirm that works for you and I'll process it right away. It'll land within 3 to 5 business days. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Customer declined 30% keep-item offer; moving to Rung 2 (100% refund, keep-item) per RULE thirty-then-hundred. Awaiting confirmation before processing refund.

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Full thread

in jbaillie69@hotmail.com → support@marlow-london.com customer 2026-08-01 10:38:44

Hello Could I start a return for order 2363 please Thanks Jane Sent from my iPhone On 15 Jul 2026, at 17:48, MARLOW LONDON <support@marlow-london.com> wrote: [MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AAAuJ7u84Bl918BQRzB2GQgjA91kaG94joJyWHA5xRu9VKOGo70zEmJsqQ_wIzZqttfReDo09MZCbvraAvvES8MUNE_gfzGmkygJ2MGP1xtfqBXCK9qAra5-zqrbEVkv3DF2bJoKN95UluIaqey4t-o6onUt5iL37EM5dphZPn02IZZ3kUeyXsu8wn_dDjqaBEDz_AbywAdzatAGl3e0VLol4DUzOzj5vtbTgVff8B8JCovZc7drMN6AX7rYMr2deVa067YQYEb45DfEDthwV1pRl9m9dPtAWrqsMdWrg8BKWHpbdtiZIIGbVR3rTChyIctxw8G7W5Uq_4Bzv-1EWRVrXA==> Order confirmed Thank you, Jane We're preparing your order with care. You'll get a shipping update as soon as it's on its way. A gift for you · £15 store credit STORECREDIT15 Use this code at checkout for £15 off your next order. Shop now<https://marlow-london.com/_t/c/v3/AAApEPiO52-TsKaN0papsRjTmrwbJwNLoEKfn1DxrqYNKYnkHHr3Y_gZnmOym7OkDem1No0aURRdvWryFdO4uqboRTUhxUuVh-M-N9SO93yJuzS1N7tkD2gTbtzbFqhNpIhLJ5aI-N2d8OkfPqclqZtkgMRPqM1o5nR4R5AAFkCxiIEa_nquhE_3416urHqaOkmIkmxD-wYoapO56u2w3if2zteeppNGvThYKheC8fFePo52-TVsgmXHhRByGAkk-97a-trho_Rc-tm_iCvRyjWwxxomQFHmhlDLR13VkFkyuQHkqt_JDQSm9_KnuOGzTl98KZcxv5H36yOIYQCGkFDUpFY=> Order number #2363 Order summary HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 14 (XL) Teal and Red Floral / UK 14 (XL) · Qty 1 £39.95 Subtotal £39.95 Shipping £0.00 Total £39.95 Shipping to Jane Baillie 10 Lowes Wynd DH1 4NT Durham United Kingdom Payment Shopify payments View order<https://marlow-london.com/_t/c/v3/AAA1hZiL2z7yR2hO6H0vSE39gd82KtJ8FWlrObJzInCmUoYXvLokaHm16OXwkeup6kLW5DVzC3an6CAXH2hKo0PMbC_cUZRkMnDEOFqdMbHX8soJkiXP9os66XkO382LwPAo21692L-zFiCJPus0mu3hcy_JA9OvPhfP9N8gPZSa33qi8cSrj6D12DhZztTJ7ThBepr1XkED2KkSl8-mlwTsV4KlS-Z_i0AIUd_NQoA9PoU4Haf0sLttAyFYpVdBOfS61iuawt17Xy3geJ3F4Yt3C12NxWp0ILnKi4pKa13uasZHAHf9MzKffxMo-FnJ28qMHjAjlHMIh2wvYni5WWVR-kHnXl0PDNe8qytJDe67jf2BnENdiB-W-eciBOnMqn4f3X_1TJDZuEZe5ILsUtMaLc0qINNlST2CRJixOzx1weyPPF0s3syXNBiBbzMRTm-cXogRAxG9XQbPJ0Yzm9y1GiblbCTQBMOMYL3hMCozi6sXeR3O6v0FhamRG92IRkuxmeclXHnaoE5D3TBebckDz9BFrC-X5f1OmIQlazfvXTDfl095uLgsGaWGvg9np_bY9NW0wi15-r5REdu2w1FtppSvVEioufdBimEG4Qb-mQKmk_KIp4DUhkzs01POJXvJxLvHzF-x1OTgqdKsoiznb_DMBlm2uWFMCg9bEOUji3bcVpcYGnO5Q5PQYROcHNuWwjLRfVjLRj3ConzBGZ17xW7bnHj3FOrhDMOGawwnUI_l4sd-qfL5NuNaxjt9ZBgZLWcN-2-eQvzsj8L_eGlfZ0ckon44HiY_X5pC7sYDzMLngvADUkMCuONubybqwNC7zGVbrYUc8LjZhFkU-d7v2D1WLHZCRcTSeHrzLe_J_AAvGutxwZMBckN0iJOrJ9r03KagJmIDWQu-1ESKggsJN8f7xdKTarh60cM54CKtxdrlhHJfgIgzPsCzK1Qo1OQqNs5VTo-n0NAax9yPIKOim3RIE9cvN6gJ9w7amyn_Z8z43k7GZdl5jkmqeTAwhssODT8NkqoGE0rvgDm6rs31sajgEwrcA9PMvdAFpSehVMMFNjLFlh6eByE-5FI1QfQ2AkQno10VLnEKnR3f3RqUPGcsTpC4jqpjeX0FlrrQuLAMgAm1940ChcB4xu9KnJnJ9BQ07EqtCBs1qYNrW-Gg4jmTxiYM4e5PMeIt3btsg3e48USdomm1xgGrQmWqbyvFAgxJG3Kazw5rP-xbH7VRqGi4rDhfUHL8D-7Sy1SFtbug47rZvSbOifqg6YwHlD9j9sLpq_bv25h1K7QMTsgPRsjy1jdkoUpVtKWsSy7uZ1Z6HWOk5XSZWG7J1SUGQcGwdpb4426qJ-LSUp1EnalVJRcKlUIDgzgFXYbSjEciVfV-eKyAD5JPk4MkpMBKwgNQ_X3QT-x_tNVHjinZ3shmMgPr4i-aBhVv0fD3OLkYRJE9jdFLOiYBmV-a0gL5radqHxFDZQD_3eSt-tsR6ySfWObEoQ-7hJ3ULC9UTL3yt8KYbX8bJJLdf2oTY3q66D5YnSoAClwgUz8b1KbtC3KGTCbLj4wbafU=> Follow us Facebook<https://marlow-london.com/_t/c/v3/AADaq29hI2uWRUI8_cz7lsNohm4_ljsDfY67CAA4fvPT2LAvg14oKZZ_x0dplRzLdtIbsaFWKbrOjKv2lwMBVJLeS2QH9mTp0i72wg402kmoqr7hDole0vAqCUzpoPsXTqgR7bKTMmlWrtAoRotm7c1F0EZT4guykWnohZrYkvqeYnNfHkGZaaU_NO5fy9tSzlLNmY2xkBc5xkTmd6g9eSv4EublAJvcbUr3DQpfW8gf07cONXO4NxK9E9_8zi-wk16qPlx5Cx1fZaZD5glLPNhK1mV0YqhfeXDQgFnJ2-GfvfTM907CqkgF8guqSbVKNVQDy_GtbAhoLD8=>

out support@marlow-london.com → jbaillie69@hotmail.com tool 2026-08-03 13:20:13

Hi Jane, Thank you for reaching out, and sorry to hear you'd like to return order #2363. Rather than the hassle and cost of posting it back, I can offer you a 30% cashback straight back to your original payment method, and you're welcome to keep the item with our compliments. Just let me know if you'd like me to go ahead with that. Warm regards, Anna Customer Care Team Marlow London

in jbaillie69@hotmail.com → support@marlow-london.com customer 2026-08-03 19:26:47

Hello I would prefer full refund if possible Please advise returns process Thanks Jane Sent from my iPhone > On 3 Aug 2026, at 14:20, support@marlow-london.com wrote: > > Hi Jane, > > Thank you for reaching out, and sorry to hear you'd like to return order #2363. > > Rather than the hassle and cost of posting it back, I can offer you a 30% cashback straight back to your original payment method, and you're welcome to keep the item with our compliments. > > Just let me know if you'd like me to go ahead with that. > > Warm regards, > Anna > Customer Care Team > Marlow London