Case #1167 — Marlow London

julie.tarney@gmail.com · order 1796 · state imported · label none yet · rung 0

Facts

Subject

Your order #1796 has been delivered! 🥳

Thread status

open

SLA due

not set

Opened

2026-08-01 22:01:00

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	167
thread_key	<884923BA-B628-408D-A996-8021396CD186@gmail.com>
store_id	marlow
message_id	4858
case_id	1167
label	REFUSES_OFFER
label_confidence	first_pass
extracted_vars	{"order_number": "1796", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false}
decided_action	ESCALATE
decided_amount
decided_currency
rung_before	0
rung_after	0
interrupt_fired
breaker_fired	0
would_have_text	Hi Julie, Thanks for getting back to me, and no problem at all. I've noted that you'd like to return the item for a full refund on order 1796. I'm personally looking into this for you now to sort out the best way forward. Thanks for your patience. Warm regards, Anna
actual_action	reply
actual_text	Hi Julie, I'm processing your full refund now - it will be back to your original payment method within 3 to 5 business days. You can keep the tankini set, there's nothing to send back. I'm sorry we couldn't sort this out for you faster. You were right. Warm regards, Anna Customer Care Team Marlow London [refund_percent] Refund 100% of order #1796 = £39.95 (order total £39.
agreed	0
latency_ms	5891
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 20:32:34

Latest draft

from decision #3056 · action=reply · 2026-08-04 15:22:53 · dry-run

Hi Julie, I'm processing your full refund now - it will be back to your original payment method within 3 to 5 business days. You can keep the tankini set, there's nothing to send back. I'm sorry we couldn't sort this out for you faster. You were right. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Customer explicitly declined our 30% cashback and free replacement offers and requested a full refund. This is Email 4 of the NO-FAULT RETURN LADDER—full refund, no 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	executed	Refund 100% of order #1796 = £39.95 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopi	2026-08-04 15:22:53

Case events

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Full thread

in julie.tarney@gmail.com → support@marlow-london.com customer 2026-08-01 22:01:00

Hi, My item does not fit and id like a refund. How do I send it back please, Order no 1796, Thanks, Julie Tarney Sent from my iPhone On 24 Jul 2026, at 20:51, Marlow-London <support@marlow-london.com> wrote: 96 We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ Dear Julie, 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 Shop with 25% discount You may also like: LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now KERENZA | ELEGANT COMFORT-FIT SWIMSUIT € 39,95 € 135,00 Shop now Mini Leather Longchamp Bag € 54,95 € 150,00 Shop now Evelyn | Everyday Comfort Mesh Sandals € 39,95 € 105,00 Shop now Homepage Track your order Contact © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe .

out support@marlow-london.com → julie.tarney@gmail.com tool 2026-08-03 13:08:25

Hi Julie, Thank you for letting me know, and I'm sorry the size isn't right - that's on us, so please don't worry about sending anything back or paying for return postage. Here's what I can do for you: 1. 30% cashback to your original payment method, and you keep the set with our compliments, no return needed. 2. A replacement in the size that will actually fit, delivered free, and you keep the set you already have as well. Just let me know which you would prefer and I will get it sorted straight away. Warm regards, Anna Customer Care Team Marlow London

in julie.tarney@gmail.com → support@marlow-london.com customer 2026-08-04 15:21:14

Thankyou for your offer but I would like to return the item and have a full refund please. Let me know what I need to do, thanks, Julie Tarney Sent from my iPhone > On 3 Aug 2026, at 14:08, support@marlow-london.com wrote: > > Hi Julie, > > Thank you for letting me know, and I'm sorry the size isn't right - that's on us, so please don't worry about sending anything back or paying for return postage. > > Here's what I can do for you: > > 1. 30% cashback to your original payment method, and you keep the set with our compliments, no return needed. > 2. A replacement in the size that will actually fit, delivered free, and you keep the set you already have as well. > > Just let me know which you would prefer and I will get it sorted straight away. > > Warm regards, > Anna > Customer Care Team > Marlow London

out support@marlow-london.com → julie.tarney@gmail.com tool 2026-08-04 15:26:10