Case #1198 — Marlow London
fohaddon@me.com · order 2673 · state imported · label none yet · rung 0
Facts
New customer message on 3 August 2026 at 10:14
open
not set
2026-08-03 09:16:43
—
2026-08-14 19:30:08
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Latest draft
from decision #2894 · action=reply · 2026-08-03 14:20:39 · dry-run
Thank you, Fiona. I hope you'll find something perfect with us soon.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer sent a thank-you message with no new question or action; warm brief reply per case (5) auto-send.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund 100% of order #2673 = £54.95 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method (shopi | 2026-08-03 12:46:17 |
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Fiona Haddon
Email:
fohaddon@me.com
Body:
My bag has arrived . it is damaged there is a cut in the
fabric I would like to request a refund please
Hi Fiona,
I'm sorry - a cut in the fabric is not what should have arrived, and I understand why you want this sorted.
I can see your order #2673 for the Le Pliage Tote in Turquoise. Before I process the refund, would you like a replacement instead? I'd send a fresh one out to you, and there would be nothing to pay and nothing to send back - you can keep the damaged one either way.
If you would rather have the refund, just say the word and I will get it moving straight away - that option stays open, whichever you choose.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
thankyou for your prompt reply. The bag id actually not what i was looking for so a refund would be good
thankyou
> On 3 Aug 2026, at 11:47, support@marlow-london.com wrote:
>
> Hi Fiona,
>
> I'm sorry - a cut in the fabric is not what should have arrived, and I understand why you want this sorted.
>
> I can see your order #2673 for the Le Pliage Tote in Turquoise. Before I process the refund, would you like a replacement instead? I'd send a fresh one out to you, and there would be nothing to pay and nothing to send back - you can keep the damaged one either way.
>
> If you would rather have the refund, just say the word and I will get it moving straight away - that option stays open, whichever you choose.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Fiona,
Done - your order 2673 is refunded in full, £54.95, back to your original payment method. No need to send anything back. It should land within 3 to 5 business days.
I am sorry again the bag arrived damaged.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you very much
Fiona
> On 3 Aug 2026, at 13:47, support@marlow-london.com wrote:
>
> Hi Fiona,
>
> Done - your order 2673 is refunded in full, £54.95, back to your original payment method. No need to send anything back. It should land within 3 to 5 business days.
>
> I am sorry again the bag arrived damaged.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Thank you, Fiona. I hope you'll find something perfect with us soon.
Warm regards,
Anna
Customer Care Team
Marlow London