Case #164 — Marlow London
cathmwynn@yahoo.com · order 1378 · state imported · label none yet · rung 0
Facts
Order #1378 confirmed
open
not set
2026-06-29 21:15:08
—
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 #261 · action=reply · 2026-06-29 21:16:43 · dry-run
Hi Catherine,
Thank you for getting in touch, and I am really sorry to hear this. Looking at your order, you should have received the Honoria Sporty Three-Piece Tankini Set With Pockets, so I completely understand your frustration. You have raised three distinct issues and I want to acknowledge each one: the shorts arrived without pockets despite the item being listed as "with pockets", the style does not match the boy-shorts description, and there is no drawstring. Each of these is a genuine mismatch with the product listing, and I will make sure all three points are passed to our team to review the product page right away.
To help us investigate properly, could you please send us a photo of the item you received? Once we have that, we can get this resolved for you as quickly as possible.
In the meantime, I would like to offer you three options:
Option 1 (Replacement): we send you a comparable replacement item of similar value, completely free of charge, and you are welcome to keep what arrived.
Option 2 (Cashback to keep): we refund 10% of your order value back to your original payment method, and you keep the item.
Option 3 (Return for a full refund): you return the item to our supplier within the 30-day return window and receive a full refund. Please note that return shipping to our supplier costs £19.95, which would be at your expense.
Please send us that photo when you get a chance and let us know which option you would prefer. We are truly sorry for the trouble this has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Re-drafted with the latest playbook + lessons.
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Full thread
Hi This order has arrived and is not as all as described: the shorts have no pockets, are not boy shorts and have no drawstring
Yahoo Mail: Search, organise, conquer
----- Forwarded message ----- From: "MARLOW LONDON" <support@marlow-london.com> To: "cathmwynn@yahoo.com" <cathmwynn@yahoo.com> Cc: Sent: Thu, 11 Jun 2026 at 20:47 Subject: Order #1378 confirmed #yiv6914365160 body {margin:0;padding:0;width:100% !important;}#yiv6914365160 img {border:0;outline:none;text-decoration:none;display:block;}@media only screen and (max-width:600px) {#yiv6914365160 .yiv6914365160container {width:100% !important;}#yiv6914365160 .yiv6914365160px {padding-left:24px !important;padding-right:24px !important;}#yiv6914365160 .yiv6914365160h1 {font-size:28px !important;line-height:36px !important;}#yiv6914365160 .yiv6914365160code {font-size:22px !important;letter-spacing:4px !important;}#yiv6914365160 .yiv6914365160btn a {display:block !important;}}
Order confirmation
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Order confirmed
Thank you, Catherine
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We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
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A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
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| Shop now |
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Order number
#1378
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Order summary
| HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Fuchsia / UK 16 (2XL)
Fuchsia / UK 16 (2XL) · Qty 1 | £39.95 |
| Subtotal | £39.95 |
| Shipping | £0.00 |
| Total | £39.95 |
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Shipping to
Catherine Wynn
3 Railway Station Cottages
S33 7ZP Edale
United Kingdom
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Payment
Shopify payments
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| View order |
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Follow us
Facebook |
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Hi Catherine,
Thank you for getting in touch, and I am really sorry to hear this. Looking at your order, you should have received the Honoria Sporty Three-Piece Tankini Set With Pockets, so I completely understand your frustration. You have raised three distinct issues and I want to acknowledge each one: the shorts arrived without pockets despite the item being listed as "with pockets", the style does not match the boy-shorts description, and there is no drawstring. Each of these is a genuine mismatch with the product listing, and I will make sure all three points are passed to our team to review the product page right away.
To help us investigate properly, could you please send us a photo of the item you received? Once we have that, we can get this resolved for you as quickly as possible.
In the meantime, I would like to offer you three options:
Option 1 (Replacement): we send you a comparable replacement item of similar value, completely free of charge, and you are welcome to keep what arrived.
Option 2 (Cashback to keep): we refund 10% of your order value back to your original payment method, and you keep the item.
Option 3 (Return for a full refund): you return the item to our supplier within the 30-day return window and receive a full refund. Please note that return shipping to our supplier costs £19.95, which would be at your expense.
Please send us that photo when you get a chance and let us know which option you would prefer. We are truly sorry for the trouble this has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 29, 2026 at 23:14, Catherine Wynn <cathmwynn@yahoo.com> wrote:Hi
This order has arrived and is not as all as described: the shorts have no pockets, are not boy shorts and have no drawstring
Yahoo Mail: Search, organise, conquer (https://mail.onelink.me/107872968?pid=nativeplacement&c=US_Acquisition_YMktg_315_SearchOrgConquer_EmailSignature&af_sub1=Acquisition&af_sub2=US_YMktg&af_sub3=&af_sub4=100002039&af_sub5=C01_Email_Static_&af_ios_store_cpp=0c38e4b0-a27e-40f9-a211-f4e2de32ab91&af_android_url=https://play.google.com/store/apps/details?id=com.yahoo.mobile.client.android.mail&listing=search_organize_conquer)
----- Forwarded message -----
From: "MARLOW LONDON" <support@marlow-london.com>
To: "cathmwynn@yahoo.com" <cathmwynn@yahoo.com> Cc:
Sent: Thu, 11 Jun 2026 at 20:47
Subject: Order #1378 confirmed
(https://marlow-london.com/_t/c/v3/AAAVs7CNFNqdTFfKN-9tJgvMRqdr0NWnmGjrkiFnTcx-eI92RWGb48cfUgI8n6XNrrRFywN31mvJcThSMXyTXYLNtZMJz8uHC5vEOkkl0f12KoWn_FTN_-VSZ1V12Ogv2HlTSL_vW9n4sVq3WRdUzsaX1yCpWaPdMJ1rJXmkZbPtNtBHG9UH5QjGakq06oYf14Opt-0TH9QENVgqbpU5UeanpsHYewV4-C6J6PM4Lc-E9sGDIFl7urvB8TKimyNUUKFwXBvmhM8wZhxzNFeYhGog3n04imIudOLoHwEHOEii7boj-ZR_IEQxESsDubD3lYNgoCOnUFoaYWaMRFH7MvU4zg==)
Order confirmed
Thank you, Catherine
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/AACEpv40FLJIpUs6Mq1m1EmDeTmpbiDYmVcBFqnBaJJ56CxFmNtnZPeGpTsAm9JqU2PlYp9qyY2o6TPxfbMzAe0i19dnjUBk08LaEm4LUkj1Mb75UZGkZCWLHHX2aXyEJOnm1DH7uT8-OmnyeU8rzf05KcFQG6wBm9ygj06AilxeCvK-eg6JPMi5AqNUQAq_wQlq9xGI5WJ6ouH5vplRdZBw0SUcKaMEMeIru1uOqb8PzMK_-MFCSoVc-kvMEB6dPuldPF5ZajcWq8g_bq6GGDx_6EV1EfXCRdXXp2nA5EceoJEhMROvpdjE7MjldKbN_Kr6-OWwN1vm1p0st46l184f71s=)
Order number
#1378
Order summary
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Fuchsia / UK 16 (2XL)
Fuchsia / UK 16 (2XL) · Qty 1 £39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Catherine Wynn
3 Railway Station Cottages
S33 7ZP Edale
United Kingdom
Payment
Shopify payments
View order (https://marlow-london.com/_t/c/v3/AAC8USmomyFKYqUan084mHNY6HCrYnW0I421YfNMWVzFXHA65LNfIbD6ySaQauwmjKfUKeVUt-QWBo7pSVMWmC9