Case #1199 — Marlow London
sueandrobert@btinternet.com · order 2159 · state imported · label none yet · rung 0
Facts
New customer message on 3 August 2026 at 10:15
open
not set
2026-08-03 09:17:02
—
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 #2911 · action=reply · 2026-08-03 15:00:15 · dry-run
Hi Susan,
Thank you so much. I'm processing a 20% cashback on your order to your original payment method, and it should land within 3 to 5 business days depending on your bank. You can keep both pieces with our compliments.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer clearly accepted 20% cashback offer; executing refund action.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund 20% of order #2159 = £13.58 (order total £67.92, already refunded £0.00, NET AVAILABLE £67.92) to the original payment method (shopif | 2026-08-03 15:00:15 |
Case events
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Susan Gibson
Email:
sueandrobert@btinternet.com
Body:
I would like to return my order. Unfortunately they don’t
suit me
Hi Susan,
Thanks for reaching out. I can see your order #2159, and I'm sorry it's not quite right for you.
Just so I understand the issue, could you tell me a bit more about what doesn't suit you? Is it a sizing issue, or something about the style or quality?
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you for your reply.
I would just like to return.
Many thanks
Susan Gibson
Sent via BT Email App
From: support@marlow-london.com
Sent: Aug 3, 2026 at 11:28 AM
To: SUSAN GIBSON
Subject: Re: New customer message on 3 August 2026 at 10:15
Hi Susan,
Thanks for reaching out. I can see your order #2159, and I'm sorry it's
not quite right for you.
Just so I understand the issue, could you tell me a bit more about what
doesn't suit you? Is it a sizing issue, or something about the style or
quality?
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Susan,
Understood, thank you for confirming. Rather than the hassle of a return, I can put 10% of what you paid straight back to your original payment method, and you keep both pieces - no need to send anything back. Would that work for you?
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you for the offer - but I would like to return.
Please can you advise of address?
Many thanks
Susan Gibson
Sent via BT Email App
From: support@marlow-london.com
Sent: Aug 3, 2026 at 2:45 PM
To: SUSAN GIBSON
Subject: Re: New customer message on 3 August 2026 at 10:15
Hi Susan,
Understood, thank you for confirming. Rather than the hassle of a
return, I can put 10% of what you paid straight back to your original
payment method, and you keep both pieces - no need to send anything
back. Would that work for you?
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Susan,
We don't offer returns, so there's nothing to post back. I understand 10% wasn't quite enough - I can put 20% of what you paid back to your original payment method instead, and you keep both pieces. Would that work for you?
Warm regards,
Anna
Customer Care Team
Marlow London
Many thanks. Yes it would
Susan Gibson
Sent via BT Email App
From: support@marlow-london.com
Sent: Aug 3, 2026 at 3:22 PM
To: SUSAN GIBSON
Subject: Re: New customer message on 3 August 2026 at 10:15
Hi Susan,
We don't offer returns, so there's nothing to post back. I understand
10% wasn't quite enough - I can put 20% of what you paid back to your
original payment method instead, and you keep both pieces. Would that
work for you?
Warm regards,
Anna
Customer Care Team
Marlow London