Case #127 — Marlow London
mailer@shopify.com · order 1362 · state imported · label none yet · rung 0
Facts
New customer message on 28 June 2026 at 00:12
open
not set
2026-06-27 23:13:02
—
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 #955 · action=reply · 2026-07-16 20:06:14 · dry-run
Hi Ann,
Thank you for confirming, and for your order number. I am glad we could put this right for you.
I am arranging your 30% cashback back to your original payment method now. You keep all three items, there is nothing at all to send back to us, and the cashback should land within 3 to 5 business days.
I also want to sincerely thank you for flagging that the items are still listed as they are on the website. You are absolutely right, and I am passing this straight to our team as a matter of urgency so the description is corrected or the listing removed. It genuinely helps us, and I am grateful you took the time to point it out.
Thank you again for your patience throughout this.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: [support-ai authored] Customer accepted the 30% cashback (keep all 3 items) with order #1362 confirmed. Confirm warmly + acknowledge listing-accuracy point. No store link (refund thread). FLAG: money decision to execute (30% cashback on #1362).
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 | executed | Refund 30% of order #1362 = £14.98 (order total £49.95, already refunded £0.00) to the original payment method (shopify_payments) for whitby | 2026-07-16 20:06:14 |
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ann Bentley
Email:
whitbyanni@hotmail.co.uk
Body:
Just received my order & I am disappointed the three
piece outfit is not linen as stated it is polyester/ spandex I
await your response
Hi Ann,
Thank you for getting in touch, and I'm so sorry to hear the three-piece outfit hasn't arrived as described. Expecting linen and receiving polyester/spandex is genuinely disappointing, and I completely understand your frustration.
To help us look into this properly, could you please share your order number and a clear photo of the item (including the care label if possible)?
In the meantime, here are the options available to you:
1. 10% cashback to your original payment method, keeping the outfit with no need to return anything.
2. Store credit equal to your full order value, so you can choose something else from our store at no additional cost.
3. A comparable replacement of similar value from our store, you choose the item, we cover shipping, and you keep the original outfit. (A £19.95 shipping fee would apply only if the replacement exceeds your original order value.)
4. Return for a full refund within 30 days of delivery, provided the item is unworn and in original packaging. Return shipping goes to our supplier in Asia at your cost (£19.95), with refunds processed within 3-5 business days of receipt.
Just let me know which option suits you best, along with the details above, and I'll take it from there. I'll also pass your feedback about the fabric description to the team so we can review the product listing.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sun, Jun 28, 2026 at 01:12, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Ann Bentley Email:
whitbyanni@hotmail.co.uk Body:
Just received my order & I am disappointed the three piece outfit is not linen as stated it is polyester/ spandex I await your response
Hi Ann,
Thank you for getting in touch, and I'm so sorry to hear the three-piece outfit hasn't arrived as described. Expecting linen and receiving polyester/spandex is genuinely disappointing, and I completely understand your frustration.
To help us look into this properly, could you please share your order number and a clear photo of the item (including the care label if possible)?
In the meantime, here are the options available to you:
1. 10% cashback to your original payment method, keeping the outfit with no need to return anything.
2. Store credit equal to your full order value, so you can choose something else from our store at no additional cost.
3. A comparable replacement of similar value from our store, you choose the item, we cover shipping, and you keep the original outfit. (A £19.95 shipping fee would apply only if the replacement exceeds your original order value.)
4. Return for a full refund within 30 days of delivery, provided the item is unworn and in original packaging. Return shipping goes to our supplier in Asia at your cost (£19.95), with refunds processed within 3-5 business days of receipt.
Just let me know which option suits you best, along with the details above, and I'll take it from there. I'll also pass your feedback about the fabric description to the team so we can review the product listing.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sun, Jun 28, 2026 at 01:12, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Ann Bentley Email:
whitbyanni@hotmail.co.uk Body:
Just received my order & I am disappointed the three piece outfit is not linen as stated it is polyester/ spandex I await your response
Hi Ann,
Thank you for getting in touch, and I'm so sorry to hear the three-piece outfit hasn't arrived as described. Expecting linen and receiving polyester/spandex is genuinely disappointing, and I completely understand your frustration.
To help us look into this properly, could you please share your order number and a clear photo of the item (including the care label if possible)?
In the meantime, here are the options available to you:
1. 10% cashback to your original payment method, keeping the outfit with no need to return anything.
2. Store credit equal to your full order value, so you can choose something else from our store at no additional cost.
3. A comparable replacement of similar value from our store, you choose the item, we cover shipping, and you keep the original outfit. (A £19.95 shipping fee would apply only if the replacement exceeds your original order value.)
4. Return for a full refund within 30 days of delivery, provided the item is unworn and in original packaging. Return shipping goes to our supplier in Asia at your cost (£19.95), with refunds processed within 3-5 business days of receipt.
Just let me know which option suits you best, along with the details above, and I'll take it from there. I'll also pass your feedback about the fabric description to the team so we can review the product listing.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sun, Jun 28, 2026 at 01:12, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Ann Bentley Email:
whitbyanni@hotmail.co.uk Body:
Just received my order & I am disappointed the three piece outfit is not linen as stated it is polyester/ spandex I await your response
Good Morning,
Thank you so much for getting back to me, as requested I have attached photos in regard to the garments. My order number was #1362
I will be totally honest I am hesitant in accepting a replacement item as my concern would be in regard to the quality, so I would prefer if I could to consider the options over a few days whilst you look into your supply chain. Again I was so looking forward to receiving the linen outfit as described and if that was a guaranteed option that would be my preference, I also seen the same outfit advertised on several other websites. Ilook forward to hearing back from you as soon as you are able.
Kindest regards
Ann Stephens
[image0.jpeg][image1.jpeg][image2.jpeg][image3.jpeg][image4.jpeg][image5.jpeg]
Sent from my iPad
On 28 Jun 2026, at 22:52, support@marlow-london.com wrote:
Hi Ann,
Thank you for getting in touch, and I'm so sorry to hear the three-piece outfit hasn't arrived as described. Expecting linen and receiving polyester/spandex is genuinely disappointing, and I completely understand your frustration.
To help us look into this properly, could you please share your order number and a clear photo of the item (including the care label if possible)?
In the meantime, here are the options available to you:
1. 10% cashback to your original payment method, keeping the outfit with no need to return anything.
2. Store credit equal to your full order value, so you can choose something else from our store at no additional cost.
3. A comparable replacement of similar value from our store, you choose the item, we cover shipping, and you keep the original outfit. (A £19.95 shipping fee would apply only if the replacement exceeds your original order value.)
4. Return for a full refund within 30 days of delivery, provided the item is unworn and in original packaging. Return shipping goes to our supplier in Asia at your cost (£19.95), with refunds processed within 3-5 business days of receipt.
Just let me know which option suits you best, along with the details above, and I'll take it from there. I'll also pass your feedback about the fabric description to the team so we can review the product listing.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sun, Jun 28, 2026 at 01:12, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ann Bentley
Email:
whitbyanni@hotmail.co.uk
Body:
Just received my order & I am disappointed the three piece outfit is not linen as stated it is polyester/ spandex I await your response
Hi Ann,
Thank you so much for sending over the photos and for being so candid with us — we really do appreciate your honesty, and I'm sorry the items haven't met the standard you were expecting.
I completely understand your hesitation about a replacement, and there's absolutely no pressure to decide anything right now. Please do take a few days to consider — we'll hold everything on our end in the meantime.
I'm raising your feedback with our supply team today so we can look into the quality issue properly before we come back to you with a clear answer on the linen outfit. We want to make sure any option we offer you is one we're fully confident in.
I'll be back in touch as soon as I have an update.
In the meantime, here are the options I can offer you:
- 25% cashback to your original payment method, and you keep all three items — no need to send anything back.
- Store credit of the same value, to use on a future order.
- A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well.
- Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 30, 2026 at 08:31, Anni Stephens <whitbyanni@hotmail.co.uk> wrote: Good Morning,
Thank you so much for getting back to me, as requested I have attached photos in regard to the garments. My order number was #1362
I will be totally honest I am hesitant in accepting a replacement item as my concern would be in regard to the quality, so I would prefer if I could to consider the options over a few days whilst you look into your supply chain. Again I was so looking forward to receiving the linen outfit as described and if that was a guaranteed option that would be my preference, I also seen the same outfit advertised on several other websites. Ilook forward to hearing back from you as soon as you are able.
Kindest regards
Ann Stephens
Sent from my iPad
On 28 Jun 2026, at 22:52, support@marlow-london.com wrote:
Hi Ann,
Thank you for getting in touch, and I'm so sorry to hear the three-piece outfit hasn't arrived as described. Expecting linen and receiving polyester/spandex is genuinely disappointing, and I completely understand your frustration.
To help us look into this properly, could you please share your order number and a clear photo of the item (including the care label if possible)?
In the meantime, here are the options available to you:
1. 10% cashback to your original payment method, keeping the outfit with no need to return anything.
2. Store credit equal to your full order value, so you can choose something else from our store at no additional cost.
3. A comparable replacement of similar value from our store, you choose the item, we cover shipping, and you keep the original outfit. (A £19.95 shipping fee would apply only if the replacement exceeds your original order value.)
4. Return for a full refund within 30 days of delivery, provided the item is unworn and in original packaging. Return shipping goes to our supplier in Asia at your cost (£19.95), with refunds processed within 3-5 business days of receipt.
Just let me know which option suits you best, along with the details above, and I'll take it from there. I'll also pass your feedback about the fabric description to the team so we can review the product listing.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sun, Jun 28, 2026 at 01:12, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Ann Bentley Email:
whitbyanni@hotmail.co.uk Body:
Just received my order & I am
Good Afternoon
In regard to my complaint… see below… can you please come back as a matter of urgency in regard to this, I feel 13 days is sufficient for your response. Once I receive your response I will decide on my next course of action.
Regards
Ann Stephens
Sent from my iPad
On 30 Jun 2026, at 15:35, support@marlow-london.com wrote:
Hi Ann,
Thank you so much for sending over the photos and for being so candid with us — we really do appreciate your honesty, and I'm sorry the items haven't met the standard you were expecting.
I completely understand your hesitation about a replacement, and there's absolutely no pressure to decide anything right now. Please do take a few days to consider — we'll hold everything on our end in the meantime.
I'm raising your feedback with our supply team today so we can look into the quality issue properly before we come back to you with a clear answer on the linen outfit. We want to make sure any option we offer you is one we're fully confident in.
I'll be back in touch as soon as I have an update.
In the meantime, here are the options I can offer you:
- 25% cashback to your original payment method, and you keep all three items — no need to send anything back.
- Store credit of the same value, to use on a future order.
- A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well.
- Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 30, 2026 at 08:31, Anni Stephens <whitbyanni@hotmail.co.uk> wrote:
Good Morning,
Thank you so much for getting back to me, as requested I have attached photos in regard to the garments. My order number was #1362
I will be totally honest I am hesitant in accepting a replacement item as my concern would be in regard to the quality, so I would prefer if I could to consider the options over a few days whilst you look into your supply chain. Again I was so looking forward to receiving the linen outfit as described and if that was a guaranteed option that would be my preference, I also seen the same outfit advertised on several other websites. Ilook forward to hearing back from you as soon as you are able.
Kindest regards
Ann Stephens
<image0.jpeg>
<image1.jpeg>
<image2.jpeg>
<image3.jpeg>
<image4.jpeg>
<image5.jpeg>
Sent from my iPad
On 28 Jun 2026, at 22:52, support@marlow-london.com wrote:
Hi Ann,
Thank you for getting in touch, and I'm so sorry to hear the three-piece outfit hasn't arrived as described. Expecting linen and receiving polyester/spandex is genuinely disappointing, and I completely understand your frustration.
To help us look into this properly, could you please share your order number and a clear photo of the item (including the care label if possible)?
In the meantime, here are the options available to you:
1. 10% cashback to your original payment method, keeping the outfit with no need to return anything.
2. Store credit equal to your full order value, so you can choose something else from our store at no additional cost.
3. A comparable replacement of similar value from our store, you choose the item, we cover shipping, and you keep the original outfit. (A £19.95 shipping fee would apply only if the replacement exceeds your original order value.)
4. Return for a full refund within 30 days of delivery, provided the item is unworn and in original packaging. Return shipping goes to our supplier in Asia at your cost (£19.95), with refunds processed within 3-5 business days of receipt.
Just let me know which option suits you be
Hi Ann,
I am so sorry for the delay in coming back to you, and I completely understand your frustration. Thirteen days without a proper update is not good enough, and I want to apologise for that directly rather than make any excuses.
I followed up with our supply team about sourcing you a guaranteed linen version of the three piece outfit, and I have to be honest with you, we are not able to confirm a linen replacement of this set. I know that is not the answer you were hoping for, and I am sorry for the wait to hear that.
I also have talked with the higherups, and have asked for a higher cashback procent, because what happened here shouldn't have ever happened.
Beside that I just wanted to note that because of our US based policy making, we sadly can't steer away from the £19.95 shipping costs, also this option would include shipping times of 3-4 weeks, is bad for the environement, and will have the offchance of losing your package in transit.
Given everything you have been through with this order, I would like to offer you a straightforward way to resolve this now.
A 30% cashback to your original payment method, and you keep all three items with our apologies, no need to return anything.
Please just confirm by replying, along with your order number, 1362, so I can action it immediately. I have also made sure your feedback about the fabric description has been passed to the team reviewing the product listing.
Again, I am sorry for how long this has dragged on, and I want to get this sorted for you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Good evening Anna,
Thank you so much for your honesty, I will accept your offer of 30% cash back & no return of the garments as stated below, my order number in this regard is 1362. I would however draw your attention to the fact that the items are still being advertised on your website and I would strongly advise that these are withdrawn or the description’s changed as a matter of urgency.
Again many thanks for your assistance and I look forward to receiving the monies as agreed.
Ann Stephens
Sent from my iPad
> On 15 Jul 2026, at 00:36, support@marlow-london.com wrote:
>
> Hi Ann,
>
> I am so sorry for the delay in coming back to you, and I completely understand your frustration. Thirteen days without a proper update is not good enough, and I want to apologise for that directly rather than make any excuses.
>
> I followed up with our supply team about sourcing you a guaranteed linen version of the three piece outfit, and I have to be honest with you, we are not able to confirm a linen replacement of this set. I know that is not the answer you were hoping for, and I am sorry for the wait to hear that.
>
> I also have talked with the higherups, and have asked for a higher cashback procent, because what happened here shouldn't have ever happened.
>
> Beside that I just wanted to note that because of our US based policy making, we sadly can't steer away from the £19.95 shipping costs, also this option would include shipping times of 3-4 weeks, is bad for the environement, and will have the offchance of losing your package in transit.
>
> Given everything you have been through with this order, I would like to offer you a straightforward way to resolve this now.
>
> A 30% cashback to your original payment method, and you keep all three items with our apologies, no need to return anything.
>
> Please just confirm by replying, along with your order number, 1362, so I can action it immediately. I have also made sure your feedback about the fabric description has been passed to the team reviewing the product listing.
>
> Again, I am sorry for how long this has dragged on, and I want to get this sorted for you straight away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Ann,
Thank you for confirming, and for your order number. I am glad we could put this right for you.
I am arranging your 30% cashback back to your original payment method now. You keep all three items, there is nothing at all to send back to us, and the cashback should land within 3 to 5 business days.
I also want to sincerely thank you for flagging that the items are still listed as they are on the website. You are absolutely right, and I am passing this straight to our team as a matter of urgency so the description is corrected or the listing removed. It genuinely helps us, and I am grateful you took the time to point it out.
Thank you again for your patience throughout this.
Warm regards,
Anna
Customer Care Team
Marlow London