Case #1265 — Marlow London

angelafarrell73@gmail.com · order 2882 · state imported · label none yet · rung 0

Facts

Subject

Order #2882 is on its way for delivery!

Thread status

open

SLA due

not set

Opened

2026-08-05 13:00:11

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

id	345
thread_key	<CANZAw+iOqn+LBQ8Ppfz2Hin5QK3_kYtt5zdbZjT8tv6Ro=jKOA@mail.gmail.com>
store_id	marlow
message_id	5065
case_id	1265
label	ASKS_REFUND
label_confidence	first_pass
extracted_vars	{"order_number": "2882", "size_mentioned": "", "amount_mentioned": "", "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	Hi Angela, I'm sorry to hear the bag didn't match what you expected, and I understand the frustration of having to write in more than once about it. I want to make this right without you having to deal with sending anything back. If you're willing to keep the bag, I can offer you 10% off as a thank-you for that. Just let me know if that works for you and I'll get it sorted.
actual_action	escalate
actual_text
agreed	0
latency_ms	7181
model_used	claude-runner:claude-sonnet-5
error
created_at	2026-08-14 21:01:31

Latest draft

from decision #3135 · action=reply · 2026-08-05 14:12:08 · dry-run

Hi there, Thank you for reaching out, and I am sorry you are unhappy with your order. I want to address what you have said about the bag looking fake. We do not sell these as official Longchamp products - they are manufacturer-direct bags in the Le Pliage style. That is exactly why the price is so much lower than a high-street stockist would charge. The saving is in the supply chain (buying directly from the manufacturer and cutting out the middlemen), not in the materials or the make. We are a real business with a real team, and your order is real. I completely understand that may not have been clear at the point of sale, and I am sorry for that. Here is what I have done: I have refunded you the full order total, and the money will be back with you within 3 to 5 business days. You can keep the bag with our compliments - there is nothing for you to send back. Please don't open a dispute with your bank. There is really no need for one. A dispute takes a long time to work through, and I have already refunded you in full. It will be back with you within 3 to 5 business days. I am sorry we did not get this right for you. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Chargeback threat + authenticity concern. Full refund required per RULE customer-threatening-a-dispute-gets-the-refund-and-a-stand-down-ask; authenticity addressed per RULE answer-the-authenticity-question-straight. Operator must execute refund first, verify, then send.

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

Kind	Status	Preview	When
refund_percent	proposed	Refund 100% of order #2882 = £54.95 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method (shopi	2026-08-05 14:12:09
refund_percent	proposed	Refund 100% of order #2882 = £54.95 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method (shopi	2026-08-05 13:01:23

Case events

No case events logged yet.

Full thread

in angelafarrell73@gmail.com → support@marlow-london.com customer 2026-08-05 13:00:11

I have received my order yesterday. Its cheap looking & not what I expected. I've since read reviews & they say most items sold by yourselves are fake. I would like my money back. I will be contacting my bank & trading standards. Look forward to hearing from you On Sun, 2 Aug 2026, 02:51 Marlow-London, <support@marlow-london.com> wrote: > Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > > > > > [image: logo black] > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_0> > [image: logo black] > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_1> > [image: Order tracking webshop] > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_2> > > > *Your order is on its way for delivery, Angela!*Your order is on its way > for delivery and will arrive soon! 🚚✨ > Want to track your package? Just click the button below. > [image: Order tracking] > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_3> > Track your order > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_4> > *Order: #2882* > > 1 x LONGCHAMP LE PLIAGE TOTE - BLACK > 54.95 GBP > *You might also like this?* > [image: Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_5> > HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS > € 39,95 € 135,00 > Shop now <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_6> > [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY] > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_7> > LONGCHAMP LE PLIAGE TOTE - NAVY > € 54,95 € 135,00 > Shop now <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_8> > [image: Image of Edith | Everyday Comfort Sleeve Tee] > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_9> > Edith | Everyday Comfort Sleeve Tee > € 29,95 € 75,00 > Shop now <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_10> > [image: USP] <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_11> > Homepage <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_12> > Track your order > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_13> > Contact <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_14> > © 2026 MARLOW LONDON > Don't want to receive any more emails? Unsubscribe > <https://ctrk.klclick1.com/l/01KZ02PMA7Y11DC5JKT9JNM4AG_15>. >

in angelafarrell73@gmail.com → support@marlow-london.com customer 2026-08-05 14:10:45

I received my order yesterday. Bag looks cheap & fake. Definitely not what I ordered. I would like full refund. I will be contacting my bank & trading standards. Look forward to hearing from you. On Thu, 30 Jul 2026, 02:50 Marlow-London, <support@marlow-london.com> wrote: > Track your order now via the Track & Trace link. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ > > > > > [image: logo black] > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_0> > [image: logo black] > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_1> > [image: Order tracking webshop] > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_2> > *Your package is on its way, Angela!* > > Thank you for trusting us! 💛 > Your order is on its way and will arrive soon — we can’t wait for you to > receive it. > ✨ Track your package using the button below: > [image: Order tracking] > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_3> > Track your order > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_4> > *Order: #2882* > > 1 x LONGCHAMP LE PLIAGE TOTE - BLACK > 54.95 GBP > *You might also like this?* > [image: Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_5> > HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS > € 39,95 € 135,00 > Shop now <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_6> > [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY] > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_7> > LONGCHAMP LE PLIAGE TOTE - NAVY > € 54,95 € 135,00 > Shop now <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_8> > [image: Image of Edith | Everyday Comfort Sleeve Tee] > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_9> > Edith | Everyday Comfort Sleeve Tee > € 29,95 € 75,00 > Shop now <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_10> > [image: USP] <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_11> > Homepage <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_12> > Track your order > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_13> > Contact <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_14> > © 2026 MARLOW LONDON > Don't want to receive any more emails? Unsubscribe > <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_15>. >

in angelafarrell73@gmail.com → support@marlow-london.com customer 2026-08-06 19:45:14

I have emailed twice already. This will be my last. The bag i ordered wasn't what I expected. Its cheap & fake. After reading reviews, im right in what I've seen. I would like a refund. On Wed, 5 Aug 2026, 15:09 Angela Smith, <angelafarrell73@gmail.com> wrote: > I received my order yesterday. Bag looks cheap & fake. Definitely not > what I ordered. I would like full refund. I will be contacting my bank & > trading standards. Look forward to hearing from you. > > On Thu, 30 Jul 2026, 02:50 Marlow-London, <support@marlow-london.com> > wrote: > >> Track your order now via the Track & Trace link. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ >> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ >> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ >> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ >> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ >> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ >> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ >> >> >> >> >> [image: logo black] >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_0> >> [image: logo black] >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_1> >> [image: Order tracking webshop] >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_2> >> *Your package is on its way, Angela!* >> >> Thank you for trusting us! 💛 >> Your order is on its way and will arrive soon — we can’t wait for you to >> receive it. >> ✨ Track your package using the button below: >> [image: Order tracking] >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_3> >> Track your order >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_4> >> *Order: #2882* >> >> 1 x LONGCHAMP LE PLIAGE TOTE - BLACK >> 54.95 GBP >> *You might also like this?* >> [image: Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_5> >> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS >> € 39,95 € 135,00 >> Shop now <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_6> >> [image: Image of LONGCHAMP LE PLIAGE TOTE - NAVY] >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_7> >> LONGCHAMP LE PLIAGE TOTE - NAVY >> € 54,95 € 135,00 >> Shop now <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_8> >> [image: Image of Edith | Everyday Comfort Sleeve Tee] >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_9> >> Edith | Everyday Comfort Sleeve Tee >> € 29,95 € 75,00 >> Shop now <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_10> >> [image: USP] <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_11> >> Homepage <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_12> >> Track your order >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_13> >> Contact <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_14> >> © 2026 MARLOW LONDON >> Don't want to receive any more emails? Unsubscribe >> <https://ctrk.klclick1.com/l/01KYRBE1G7PRJSPRFAQ03JD3KV_15>. >> >