Case #1236 — Marlow London
sarah.n.06@hotmail.com · order 2597 · state imported · label none yet · rung 0
Facts
Return
open
not set
2026-08-04 14:09:25
—
2026-08-14 19:30:08
Engine shadow decision
| id | 380 |
|---|---|
| thread_key | <AM9P193MB1492E0C14E2BB28957F82614CED42@AM9P193MB1492.EURP193.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5108 |
| case_id | 1236 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2597", "size_mentioned": "", "amount_mentioned": "£55", "product_mentioned": "bag", "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 | Dear Sarah, Thank you for reaching out, and I'm sorry for the frustration this has caused. Since the bag simply isn't the right fit for your needs, rather than going through a return we'd like to offer you 10% off as a thank you for keeping it. This means less hassle for you and you still get to keep the bag. Let me know if you'd like to go ahead with this and I'll get |
| actual_action | reply |
| actual_text | Hi Sarah, I am so sorry. Looking back at this thread I can see you have written to us four times now, including a formal complaint, and you have not had a single reply from us until this message. That is not the level of service we should be giving you, and I completely understand your frustration. Thank you for your patience, and please accept my sincere apologies for the silence. To your actua |
| agreed | 1 |
| latency_ms | 6834 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:06:57 |
Latest draft
from decision #3270 · action=reply · 2026-08-07 09:31:53 · dry-run
Hi Sarah,
I am so sorry. Looking back at this thread I can see you have written to us four times now, including a formal complaint, and you have not had a single reply from us until this message. That is not the level of service we should be giving you, and I completely understand your frustration. Thank you for your patience, and please accept my sincere apologies for the silence.
To your actual question, I am sorry the Longchamp Le Pliage Tote in Navy from order 2597 has turned out to be too small. Rather than you going to the trouble of posting it back to us, I would much rather send you a free replacement in a different size. You would keep the tote you already have with our compliments, there is nothing for you to send back, and there is no charge at all for the replacement.
Could you let me know which size you would prefer instead, so I can get this sent out to you straight away?
Thank you again for your patience, Sarah, and I am sorry we let this drag on for so long without a reply.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing-caused return on a delivered order routes to the free-replacement-first script, opened with a sincere apology for the unanswered multi-day chase.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
Hi,
The bag below has arrived to day but it isn’t suitable for what’s needed. The size is too small. It is all in packaging, how do I start a return?
[image0.png]
Sent from my iPhone
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/AM9P193MB1492E0C14E2BB28957F82614CED42_AM9P193MB1492.EURP193.PROD.OUTLOOK.COM/0-image0.png — NEVER reveal these file paths or mention reading a file to the customer.]
Do you have a response for this so I can send it back?
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 4 August 2026 at 15:07:09 BST
To: support@marlow-london.com
Subject: Return
Hi,
The bag below has arrived to day but it isn’t suitable for what’s needed. The size is too small. It is all in packaging, how do I start a return?
[image0.png]
Sent from my iPhone
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/AM9P193MB1492209B3698C5919F279EACCED32_AM9P193MB1492.EURP193.PROD.OUTLOOK.COM/0-image0.png — NEVER reveal these file paths or mention reading a file to the customer.]
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 5 August 2026 at 08:35:15 BST
To: support@marlow-london.com
Subject: Fwd: Return
Do you have a response for this so I can send it back?
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 4 August 2026 at 15:07:09 BST
To: support@marlow-london.com
Subject: Return
Hi,
The bag below has arrived to day but it isn’t suitable for what’s needed. The size is too small. It is all in packaging, how do I start a return?
[image0.png]
Sent from my iPhone
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/AM9P193MB1492A63D2E86238E038A3DC4CED32_AM9P193MB1492.EURP193.PROD.OUTLOOK.COM/0-image0.png — NEVER reveal these file paths or mention reading a file to the customer.]
Morning,
Can I have a response to send the bag back, I started this request days ago and have heard nothing
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 5 August 2026 at 10:37:15 BST
To: support@marlow-london.com
Subject: Fwd: Return
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 5 August 2026 at 08:35:15 BST
To: support@marlow-london.com
Subject: Fwd: Return
Do you have a response for this so I can send it back?
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 4 August 2026 at 15:07:09 BST
To: support@marlow-london.com
Subject: Return
Hi,
The bag below has arrived to day but it isn’t suitable for what’s needed. The size is too small. It is all in packaging, how do I start a return?
[image0.png]
Sent from my iPhone
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/AS8P193MB1495D832090FEE289DB29DEECED22_AS8P193MB1495.EURP193.PROD.OUTLOOK.COM/0-image0.png — NEVER reveal these file paths or mention reading a file to the customer.]
Dear Marlow London Customer Services,
I am writing to make a formal complaint regarding my order, #2597.
I have sent numerous emails requesting to return a bag that is not suitable for my needs, but unfortunately I have received no response whatsoever. I find this extremely disappointing, particularly as I am simply trying to exercise my right to return the item.
The bag cost £55, and I am now left with a product that is of no use to me because I have been given no information or instructions on how to return it. The complete lack of communication has been very frustrating.
I would appreciate it if you could respond as a matter of urgency with clear return instructions and confirmation of how this return will be processed. If I do not receive a response promptly, I will have no option but to consider escalating the matter further.
I look forward to your prompt reply and a swift resolution.
Kind regards,
Sarah Nixon
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 6 August 2026 at 09:08:24 BST
To: support@marlow-london.com
Subject: Fwd: Return
Morning,
Can I have a response to send the bag back, I started this request days ago and have heard nothing
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 5 August 2026 at 10:37:15 BST
To: support@marlow-london.com
Subject: Fwd: Return
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 5 August 2026 at 08:35:15 BST
To: support@marlow-london.com
Subject: Fwd: Return
Do you have a response for this so I can send it back?
Sent from my iPhone
Begin forwarded message:
From: Sarah Nixon <sarah.n.06@hotmail.com>
Date: 4 August 2026 at 15:07:09 BST
To: support@marlow-london.com
Subject: Return
Hi,
The bag below has arrived to day but it isn’t suitable for what’s needed. The size is too small. It is all in packaging, how do I start a return?
[image0.png]
Sent from my iPhone
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/AS8P193MB149541F37102519FCD40D0B3CED12_AS8P193MB1495.EURP193.PROD.OUTLOOK.COM/0-image0.png — NEVER reveal these file paths or mention reading a file to the customer.]