Case #1245 — Marlow London
kieranorourke2007@hotmail.com · order 3119 · state imported · label none yet · rung 0
Facts
Order 3119
open
not set
2026-08-04 16:54:04
—
2026-08-14 19:30:08
Engine shadow decision
| id | 176 |
|---|---|
| thread_key | <PA1P250MB13949FA0C33B08DA70F3FFFDABD42@PA1P250MB1394.EURP250.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 4872 |
| case_id | 1245 |
| label | CANCEL_REQUEST |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3119", "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 Kieran, Thanks for reaching out about order 3119, and no worries at all, these things happen. I'm personally looking into your order now to see what we can do about the cancellation. I'll get back to you with the details as soon as I have them. Warmly, Anna |
| actual_action | reply |
| actual_text | Hi Kieran, Thank you for reaching out, and I completely understand that circumstances change. I've checked your order and can see that it's already been dispatched and is on its way to you - the tracking shows it's in transit. Unfortunately, once it's in motion with the courier, we're unable to stop or recall the shipment. Rather than going to the trouble of arranging a |
| agreed | 0 |
| latency_ms | 6818 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:34:13 |
Latest draft
from decision #3065 · action=reply · 2026-08-04 16:55:05 · dry-run
Hi Kieran,
Thank you for reaching out, and I completely understand that circumstances change.
I've checked your order and can see that it's already been dispatched and is on its way to you - the tracking shows it's in transit. Unfortunately, once it's in motion with the courier, we're unable to stop or recall the shipment.
Rather than going to the trouble of arranging a return once it arrives (which would involve you paying for international shipping back, plus a few weeks of round-trip transit), here's what I can do for you: I can arrange a 30% refund on your order, and you'd keep the item with our compliments. That way you avoid all the hassle and get your money back much faster.
You can follow your parcel here if you'd like to see where it is: https://marlow-london.com/apps/parcelpanel?nums=UL360371276YP
If that works for you, just reply to confirm and I'll get it arranged right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer requested cancellation on in-transit order; cannot be stopped. Offered 30% keep-it settlement per pre-delivery-refund rule; awaiting confirmation before executing refund.
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Full thread
Good Evening,
I am contacting you regarding my order. Due to change in circumstances I would like to cancel the order.
Please advise if this can be done or if I need to organise for a return after the item has arrived.
Many thanks,
Kieran O'Rourke
Sent from Outlook for iOS<https://aka.ms/o0ukef>