Case #1161 — Marlow London

jyotibagha@hotmail.co.uk · order 3040 · state imported · label none yet · rung 0

Facts

Subject

Your order #3040 has been delivered! 🥳

Thread status

open

SLA due

not set

Opened

2026-08-01 19:09:07

Closed

—

Last updated

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 #2859 · action=reply · 2026-08-03 13:10:43 · dry-run

Hi Jyoti, I hear you. I'm processing your full refund straight away - it'll be back to your original payment method within 3 to 5 business days. Please keep the tote with our compliments - there's nothing to send back. I'm genuinely sorry the delivery took much longer than you needed. You were right. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Customer declined 30% cashback and is requesting full refund; per RULE thirty-then-hundred, progressing to rung 2 (100% refund, keep item, no further negotiation).

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Escalate to a human

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Raise a supplier request

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Money action — admin only

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Actions on this thread

Kind	Status	Preview	When
refund_percent	proposed	Refund 100% of order #3040 = £54.95 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method () for	2026-08-03 13:10:44

Case events

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Full thread

in jyotibagha@hotmail.co.uk → support@marlow-london.com customer 2026-08-01 19:09:07

Good afternoon Please initiate the process for me to return this order. I look forward to hearing from you with the postage label. Kind regards Jyoti Bagha On 1 Aug 2026, at 15:59, Marlow-London <support@marlow-london.com> wrote: We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ [logo black] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_0> [logo black] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_1> [hero image] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_2> Dear Jyoti, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team [https://d3k81ch9hvuctc.cloudfront.net/company/WdpZY8/images/605d353c-1dc1-47cc-8630-3a77c3cdae3d.png] Shop with 25% discount <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_3> You may also like: [Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_4> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_5> [Image of LONGCHAMP LE PLIAGE TOTE - BLACK] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_6> LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_7> [Image of LONGCHAMP LE PLIAGE TOTE - NAVY] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_8> LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_9> [Image of Edith | Everyday Comfort Sleeve Tee] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_10> Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_11> [Image of KERENZA | ELEGANT COMFORT-FIT SWIMSUIT] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_12> KERENZA | ELEGANT COMFORT-FIT SWIMSUIT € 39,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_13> [Image of Mini Leather Longchamp Bag] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_14> Mini Leather Longchamp Bag € 54,95 € 150,00 Shop now <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_15> [USP] <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_16> Homepage <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_17> Track your order <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_18> Contact <https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_19> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe<https://ctrk.klclick1.com/l/01KYYXCZA7WEVR84V2S8AXF9Q0_20>.

out support@marlow-london.com → jyotibagha@hotmail.co.uk tool 2026-08-01 19:10:08

Hi there, Thanks for reaching out, and sorry to hear you'd like to return your order. I've gone ahead and pulled up order #3040 (the Longchamp Le Pliage tote in terra) from your details. Could you let me know the reason for the return? Once I have that, I can look at the best way to help - that might be a partial refund so you can keep the item, store credit, a free replacement, or a standard return, whichever works best for you. Warm regards, Anna Customer Care Team Marlow London

in jyotibagha@hotmail.co.uk → support@marlow-london.com customer 2026-08-01 19:39:11

The item arrived too late. Delivery took longer than expected. For this return I look forward to receiving a full refund. Kind regards Jyoti Bagha. > On 1 Aug 2026, at 20:10, support@marlow-london.com wrote: > > Hi there, > > Thanks for reaching out, and sorry to hear you'd like to return your order. > > I've gone ahead and pulled up order #3040 (the Longchamp Le Pliage tote in terra) from your details. Could you let me know the reason for the return? Once I have that, I can look at the best way to help - that might be a partial refund so you can keep the item, store credit, a free replacement, or a standard return, whichever works best for you. > > Warm regards, > Anna > Customer Care Team > Marlow London

out support@marlow-london.com → jyotibagha@hotmail.co.uk tool 2026-08-03 12:58:49

Hi Jyoti, Thank you for letting me know, and I am sorry the delivery took longer than you expected. I would like to offer you 30% cashback to your original payment method, and you keep the tote with our compliments - there is nothing to send back. It lands within 3 to 5 business days. Would this work for you? Just let me know and I will get it moving right away. Warm regards, Anna Customer Care Team Marlow London

in jyotibagha@hotmail.co.uk → support@marlow-london.com customer 2026-08-03 13:09:34

I look forward to receiving a full refund. Please provide the postage label. Kind regards Jyoti Bagha. > > On 3 Aug 2026, at 13:58, support@marlow-london.com wrote: > > Hi Jyoti, > > Thank you for letting me know, and I am sorry the delivery took longer than you expected. > > I would like to offer you 30% cashback to your original payment method, and you keep the tote with our compliments - there is nothing to send back. It lands within 3 to 5 business days. > > Would this work for you? Just let me know and I will get it moving right away. > > Warm regards, > Anna > Customer Care Team > Marlow London

out support@marlow-london.com → jyotibagha@hotmail.co.uk tool 2026-08-03 13:56:44