Case #221 — Marlow London
mailer@shopify.com · order — · state imported · label none yet · rung 0
Facts
New customer message on 1 July 2026 at 15:26
open
not set
2026-07-01 14:27:22
—
2026-08-14 19:30:08
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Latest draft
from decision #340 · action=reply · 2026-07-01 14:27:36 · dry-run
Hi O,
Thank you for getting in touch! I am sorry to hear you would like to return your order, and I am happy to help you with that.
Before we get started, could you let me know your order number and the reason you would like to return the item? That way I can make sure we find the best solution for you.
In the meantime, just so you know, we do have some great alternatives to a return that might save you the hassle of sending the parcel back. Depending on your reason, we can often offer a partial cashback so you keep the item, or send you a different size if that is the issue.
Looking forward to hearing from you so we can get this sorted!
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Re-drafted with the latest playbook + lessons.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
O
Email:
lorraineware57@hotmail.co.uk
Body:
I want to return my parcel weight for a credit okease
Dear Lorraine,
Thank you for your reply.
We're sorry to hear that you'd prefer to return your order.
Before we proceed with the return, we'd like to offer one final alternative that may save you the time and expense of returning the parcel.
We would be happy to offer you a 40% partial cashback to your original payment method, and you can keep the item. This is often the quickest and most convenient solution, as there is no need to arrange return shipping or wait for the parcel to arrive back at our supplier.
If you would still prefer to return the item for a refund, we'll be happy to provide you with the return instructions and warehouse address. Please note that, in line with our return policy, return shipping costs are the customer's responsibility.
Please let us know which option you would prefer, and we'll arrange it for you as quickly as possible.
Kind regards,
Anna
Customer Care Team
Marlow London
On Wed, Jul 1, 2026 at 16:26, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
O Email:
lorraineware57@hotmail.co.uk Body:
I want to return my parcel weight for a credit okease