Case #1351 — Marlow London
toomanypoojas@gmail.com · order 3079 · state imported · label none yet · rung 0
Facts
Order #3079 - issue/refund request
open
not set
2026-08-08 16:22:08
—
2026-08-14 19:30:08
Engine shadow decision
| id | 633 |
|---|---|
| thread_key | <CAJnPptA2v7UKMUXNyYcwxVbtgsw54OLQyq+Soj4k5Fq=ZSrg0A@mail.gmail.com> |
| store_id | marlow |
| message_id | 5436 |
| case_id | 1351 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "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 | |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 3866 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:33:54 |
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Dear Marlow team,
This bag arrived yesterday but unfortunately it does not appear to be a
genuine Longchamp.
The serial code inside (picture attached) doesn't match genuine Longchamps
(the only thing that comes up is a Chinese website) - L1899919P86 and the
strap is not as long as my existing genuine Longchamp large/ the 25cm noted
on Longchamp's own website -
https://www.longchamp.com/gb/en/products/tote-bag-l-L1899089510.html. The
white lining colour also does not match my other Longchamps. The zip also
feels very light.
Grateful if you can please advise and arrange a refund.
Kind regards,
Pooja
---------- Forwarded message ---------
From: MARLOW LONDON <support@marlow-london.com>
Date: Fri, 24 Jul 2026 at 09:08
Subject: Order #3079 confirmed
To: <toomanypoojas@gmail.com>
[image: MARLOW LONDON]
<https://marlow-london.com/_t/c/v3/AADwND7ZlUiPh8QdNkduvsr3_0MCdrVivOOBQv9VpZu0CVAb3vfdqLhREkqQnFsDSRmq9_bDgxPsI86x5D_g8lSnUZnh2Siq9BWXyai1_k369rFIvkszcgfUXSuZTgQAa-Rpbi9BWyPjcLD5vA_w5iYbNMWgOnLLQrWGWYCi--7g3t5dngJ6V7Xn5aiwpuHEAhYBt-wVYyTs8KDGfMHpe_oGVfKIcbcA03or7xLmXoKshfvCrGtFzBICzI5uKQrdzKXmXsBEIUwyvVIqyDsPPNftX8phFSK_MGGM8todC7cC81rURreZD8lCg5QQgfxxn--u4_HVVNpZy3O12cetHrJ4-Q==>
Order confirmed
Thank you, Pooja
We're preparing your order with care. You'll get a shipping update as soon
as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now
<https://marlow-london.com/_t/c/v3/AACg68Ca7ApAXyVSb-z5Tu-j5hz5CO1JykghTh-za7Flam9qO_6_i2s01wX930RUU6Xm8h4OzUp11aTCNnKIakSKwlqafHYW9quGKtz1cc2qEzUp2Z1XBOacKxnr8Ouh0ywzMcubwg8zqHPienXf_n9GdjCRWhjxdveKf6yODH1B3IE6qIcyeGlrVUtv74pyil9Mao8q8oKspPlu1zT7aWQsYcKDQes1KP-wTsBF0zJNBJ7_fQ0s8dLeGQqsq0TqvXVcBtEtGQGJVKqA8ZBDg_Bn_kNN1ISWqGEUnnPq782ZePOjJ2MjUbCW1o81ErSYzSeFF9KjPKQ_ZUSEJlCZZjX0eCc=>
Order number
#3079
Order summary
LONGCHAMP LE PLIAGE TOTE - FAWN - Fawn
Fawn · Qty 1 £54.95
Subtotal £54.95
Shipping £0.00
Total £54.95
Shipping to
Pooja Lakhani
5 Carlton Close
HA8 7PY Edgware
United Kingdom
Payment
View order
<https://marlow-london.com/_t/c/v3/AAAyTMZihtoKYsWUOHxhs3GFei_zgY3-OEt1JqTaE3CRotdDtuobTNOtKA3yA2xyb7frI-zQRKyehuDxpe5vUhNM3iXTpSEejQXokj0kzoe48gtQjqmKsjTqfyzmHbbYSaNAyVP7ia3wJqMmfkXrRfGBockpEt4jx1FfejrM0PEuGuGsn7tBOK5UBIS_NMSE4xw5rvUk1_phpTMGE9iwCcMwyOXZ3g9Ilo7GUg-ijs5jAjftc_yAdN0TYoWH2bw8dWMHofJsAfFLmLbLuHv7WBrYI-0BEJFKwVpi9_sUivJaXA6k0xtu245hk2SfvD6gr5qH8hqapXWOm6nRzpVLNfyHNLzBSu_SRVKd80Z2pHBaldqYFTjr96-9UZoTRYSB4Z8S6D8nih6yYTXPz_7gPN9pmXZudguYl607PKtj3Gj0f3x4uTZ2z4F3QJI6E4zSOu5LQPmRCzRxCsR_bgrEryzBdE712njmx3prHECMMb33agcknAT9HY7ikCCq49fHjU6PM2WVGvRCuDNpQEG8jzO5pxVmXz_xQbsUZ4zpcvvDJ-OqFbxg1wp-5xOwcU8E9nkWAgmbcTdlPzmjROMxwqMlibo-wXjHyY2G5CR8-X3QIXtCKAk7rMems_Q656xf6hkAs5s-xn_YK4p3Lra58i6Q-72ifxZpMY_TOl4UXSeXQk9g3YyRkxRh9R6WHcQyOz46Moy0CW3KODJVOpYDmgFCt8zXOdzdvlQJG2-vtLgIkYNfuKV_PhFgjuajId5pMvIxDi2yHAhd2W-zxv8i-8vzmspM8Tv3QIyrNGjSkTM3Cc0HtCj7zLW5bJ2BaPscbAV0ybnIPAQAbBp94lrOpvXUWNijg7vxqTf4d2qvX5N1-ZULKUD9caycIr_rbcsJbSMyEOEZLxRFEoyja1olepEQG_u6aqqTHUBguFl4n4dccPzSWiYysnsjLlZJrKLyliQdb2USYi8CzyD4IarBNy1ec_OFNH7bXriWztm7CPWHnnnbrVbUEpmX7l-B-NsbFNiVGRjUHpWHWlGJFJJKxvB7jgYxmkdtNEYnGk9vq7Tt8hS1HStf0Sc50z4CZBScEe2kvPDUNSOm7rP_4wYSssrLTdlC6eVHiPAokwZZZNAWXlV0w8SCIk-ZFFfMivMnMPtnL9q9yyaafhMJrroNTiJdLG0ThlfcirNVQiGCKybPc7dkCBByw7rW9SZX3C2-NCvjAVpITovouU9PucHqsxIifbJftDC0gBhb7RvWmvKRQaEHYakFWQJRpc3fgZzJYzimJ_-6LGjw32Pz4RQ3usY0WOk0T5ATqQ7X69YUSJbGgSfsXfxj-qmuVnkPNwVOLoYSBF0u5e1TKk6KbojZfF2mhK98L7-RCkHI7jV3Ly9FwkLJNplpZJmVmwyJ-yVFQfPZNzA-SdVPS-u9sTDH9-3t_TJUIYabnuGqC2FIUlTQgkoXv-cBaLVC-gyTTQr3PKYk1yBTumZQOuGW0F6IPD_c43JZepLH9Kgdbr4RqlyPV2T6HNDH-dwOpUWWP5r2Gt-_HD846EXWYqTQ3aqdaUYoTvy-hL4N5jE=>
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Dear Marlow London Support Team,
Further to the below, I am writing to formally request an immediate return
and a full refund for the Longchamp bag received from my recent order
(Order #3079) as the item is non-genuine.
Upon reviewing the internal production tag, the manufacturing and reference
numbers contain structural mismatches that confirm it is a counterfeit
product:
- Factory vs. Country Contradiction: The tag features the factory code
ZSTT (which designates North African/Moroccan assembly) but explicitly
states "MADE IN FRANCE". Authentic Longchamp items never combine this
specific factory code with a French origin stamp.
- Model Number Mismatch: The tag displays model reference L1899919P86.
While 1899 designates a Large Tote and P86 is the correct colour code for
Fawn, the code "919" belongs exclusively to the newer Le Pliage Green line.
The authentic Longchamp reference number for a standard Large Fawn Tote is
actually L1899089P86. Counterfeiters have incorrectly combined these lines
on this replica tag.
Under the Consumer Rights Act, I am legally entitled to a full refund for
goods that are not as described or of unsatisfactory quality.
Please provide an immediate response with a prepaid return shipping label
and a confirmation of my refund processing.
Kind regards,
Pooja
---------- Forwarded message ---------
From: Pooja Jain <toomanypoojas@gmail.com>
Date: Sat, 8 Aug 2026 at 17:19
Subject: Order #3079 - issue/refund request
To: <support@marlow-london.com>
Dear Marlow team,
This bag arrived yesterday but unfortunately it does not appear to be a
genuine Longchamp.
The serial code inside (picture attached) doesn't match genuine Longchamps
(the only thing that comes up is a Chinese website) - L1899919P86 and the
strap is not as long as my existing genuine Longchamp large/ the 25cm noted
on Longchamp's own website -
https://www.longchamp.com/gb/en/products/tote-bag-l-L1899089510.html. The
white lining colour also does not match my other Longchamps. The zip also
feels very light.
Grateful if you can please advise and arrange a refund.
Kind regards,
Pooja
---------- Forwarded message ---------
From: MARLOW LONDON <support@marlow-london.com>
Date: Fri, 24 Jul 2026 at 09:08
Subject: Order #3079 confirmed
To: <toomanypoojas@gmail.com>
[image: MARLOW LONDON]
<https://marlow-london.com/_t/c/v3/AADwND7ZlUiPh8QdNkduvsr3_0MCdrVivOOBQv9VpZu0CVAb3vfdqLhREkqQnFsDSRmq9_bDgxPsI86x5D_g8lSnUZnh2Siq9BWXyai1_k369rFIvkszcgfUXSuZTgQAa-Rpbi9BWyPjcLD5vA_w5iYbNMWgOnLLQrWGWYCi--7g3t5dngJ6V7Xn5aiwpuHEAhYBt-wVYyTs8KDGfMHpe_oGVfKIcbcA03or7xLmXoKshfvCrGtFzBICzI5uKQrdzKXmXsBEIUwyvVIqyDsPPNftX8phFSK_MGGM8todC7cC81rURreZD8lCg5QQgfxxn--u4_HVVNpZy3O12cetHrJ4-Q==>
Order confirmed
Thank you, Pooja
We're preparing your order with care. You'll get a shipping update as soon
as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now
<https://marlow-london.com/_t/c/v3/AACg68Ca7ApAXyVSb-z5Tu-j5hz5CO1JykghTh-za7Flam9qO_6_i2s01wX930RUU6Xm8h4OzUp11aTCNnKIakSKwlqafHYW9quGKtz1cc2qEzUp2Z1XBOacKxnr8Ouh0ywzMcubwg8zqHPienXf_n9GdjCRWhjxdveKf6yODH1B3IE6qIcyeGlrVUtv74pyil9Mao8q8oKspPlu1zT7aWQsYcKDQes1KP-wTsBF0zJNBJ7_fQ0s8dLeGQqsq0TqvXVcBtEtGQGJVKqA8ZBDg_Bn_kNN1ISWqGEUnnPq782ZePOjJ2MjUbCW1o81ErSYzSeFF9KjPKQ_ZUSEJlCZZjX0eCc=>
Order number
#3079
Order summary
LONGCHAMP LE PLIAGE TOTE - FAWN - Fawn
Fawn · Qty 1 £54.95
Subtotal £54.95
Shipping £0.00
Total £54.95
Shipping to
Pooja Lakhani
5 Carlton Close
HA8 7PY Edgware
United Kingdom
Payment
View order
<https://marlow-london.com/_t/c/v3/AAAyTMZihtoKYsWUOHxhs3GFei_zgY3-OEt1JqTaE3CRotdDtuobTNOtKA3yA2xyb7frI-zQRKyehuDxpe5vUhNM3iXTpSEejQXokj0kzoe48gtQjqmKsjTqfyzmHbbYSaNAyVP7ia3wJqMmfkXrRfGBockpEt4j
Dear Marlow team,
Your website states "You can contact us 24/7 by email, and we aim to
respond within 24 hours, 7 days a week." it has been over 24 hours since my
first message but I still haven't heard back.
Look forward to hearing from you promptly. Otherwise, I'll have to raise it
through my credit card company.
Regards,
Pooja
---------- Forwarded message ---------
From: Pooja Jain <toomanypoojas@gmail.com>
Date: Sun, 9 Aug 2026 at 00:45
Subject: Re: Order #3079 - issue/refund request
To: MARLOW LONDON <support@marlow-london.com>
Dear Marlow London Support Team,
Further to the below, I am writing to formally request an immediate return
and a full refund for the Longchamp bag received from my recent order
(Order #3079) as the item is non-genuine.
Upon reviewing the internal production tag, the manufacturing and reference
numbers contain structural mismatches that confirm it is a counterfeit
product:
- Factory vs. Country Contradiction: The tag features the factory code
ZSTT (which designates North African/Moroccan assembly) but explicitly
states "MADE IN FRANCE". Authentic Longchamp items never combine this
specific factory code with a French origin stamp.
- Model Number Mismatch: The tag displays model reference L1899919P86.
While 1899 designates a Large Tote and P86 is the correct colour code for
Fawn, the code "919" belongs exclusively to the newer Le Pliage Green line.
The authentic Longchamp reference number for a standard Large Fawn Tote is
actually L1899089P86. Counterfeiters have incorrectly combined these lines
on this replica tag.
Under the Consumer Rights Act, I am legally entitled to a full refund for
goods that are not as described or of unsatisfactory quality.
Please provide an immediate response with a prepaid return shipping label
and a confirmation of my refund processing.
Kind regards,
Pooja
---------- Forwarded message ---------
From: Pooja Jain <toomanypoojas@gmail.com>
Date: Sat, 8 Aug 2026 at 17:19
Subject: Order #3079 - issue/refund request
To: <support@marlow-london.com>
Dear Marlow team,
This bag arrived yesterday but unfortunately it does not appear to be a
genuine Longchamp.
The serial code inside (picture attached) doesn't match genuine Longchamps
(the only thing that comes up is a Chinese website) - L1899919P86 and the
strap is not as long as my existing genuine Longchamp large/ the 25cm noted
on Longchamp's own website -
https://www.longchamp.com/gb/en/products/tote-bag-l-L1899089510.html. The
white lining colour also does not match my other Longchamps. The zip also
feels very light.
Grateful if you can please advise and arrange a refund.
Kind regards,
Pooja
---------- Forwarded message ---------
From: MARLOW LONDON <support@marlow-london.com>
Date: Fri, 24 Jul 2026 at 09:08
Subject: Order #3079 confirmed
To: <toomanypoojas@gmail.com>
[image: MARLOW LONDON]
<https://marlow-london.com/_t/c/v3/AADwND7ZlUiPh8QdNkduvsr3_0MCdrVivOOBQv9VpZu0CVAb3vfdqLhREkqQnFsDSRmq9_bDgxPsI86x5D_g8lSnUZnh2Siq9BWXyai1_k369rFIvkszcgfUXSuZTgQAa-Rpbi9BWyPjcLD5vA_w5iYbNMWgOnLLQrWGWYCi--7g3t5dngJ6V7Xn5aiwpuHEAhYBt-wVYyTs8KDGfMHpe_oGVfKIcbcA03or7xLmXoKshfvCrGtFzBICzI5uKQrdzKXmXsBEIUwyvVIqyDsPPNftX8phFSK_MGGM8todC7cC81rURreZD8lCg5QQgfxxn--u4_HVVNpZy3O12cetHrJ4-Q==>
Order confirmed
Thank you, Pooja
We're preparing your order with care. You'll get a shipping update as soon
as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now
<https://marlow-london.com/_t/c/v3/AACg68Ca7ApAXyVSb-z5Tu-j5hz5CO1JykghTh-za7Flam9qO_6_i2s01wX930RUU6Xm8h4OzUp11aTCNnKIakSKwlqafHYW9quGKtz1cc2qEzUp2Z1XBOacKxnr8Ouh0ywzMcubwg8zqHPienXf_n9GdjCRWhjxdveKf6yODH1B3IE6qIcyeGlrVUtv74pyil9Mao8q8oKspPlu1zT