Case #222 — Marlow London
mailer@shopify.com · order — · state imported · label none yet · rung 0
Facts
New customer message on 1 July 2026 at 15:27
open
not set
2026-07-01 14:28:40
—
2026-08-14 19:30:08
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Latest draft
from decision #610 · action=reply · 2026-07-09 11:56:56 · dry-run
Dear Lorraine,
Thank you for coming back to us, and I am really sorry to hear this, receiving the wrong item on top of the size being too big is not the experience we want for you at all.
I have located your order using the email address you contacted us from, order number 1371.
To help our team look into this properly, could you send us a photo of the dress you actually received, along with the style, colour and size you originally ordered. Once I have that, I will get this straight over to our team so we can sort it out for you, whether that means sending out the correct dress in a size 14 or another suitable solution.
Thank you so much for your patience, Lorraine.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer reports the wrong item was sent (plus a size issue); per playbook this needs a photo and order confirmation before escalating to the human team, so drafting a reply to gather that first rather than escalating immediately.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lorraine Ware
Email:
lorraineware57@hotmail.co.uk
Body:
How to return parcel please
Dear Lorraine,
Thank you for getting in touch.
We're sorry to hear that you're considering returning your order.
Before we arrange the return, could you please let us know the reason you'd like to return the item? We'd love the opportunity to see if there's a quicker and more convenient solution for you, such as a replacement in another size, a different product of the same value, or another suitable option if applicable.
If you still prefer to proceed with a return after that, we'll be happy to explain the return process and provide you with the return address.
We look forward to your reply and will do our very best to help you find the most suitable solution.
Kind regards,
Anna
Customer Care Team
Marlow London
On Wed, Jul 1, 2026 at 16:27, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Lorraine Ware Email:
lorraineware57@hotmail.co.uk Body:
How to return parcel please
Thank you for answering the reason for returning it ,I felt it. Was too big for me take. A size 14 in a dress and also it wasn't the one I ordered from Lorraine Ware
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Thursday, 02 July 2026 02:15:07
To: lorraineware57@hotmail.co.uk <lorraineware57@hotmail.co.uk>
Subject: Re: New customer message on 1 July 2026 at 15:27
Dear Lorraine,
Thank you for getting in touch.
We're sorry to hear that you're considering returning your order.
Before we arrange the return, could you please let us know the reason you'd like to return the item? We'd love the opportunity to see if there's a quicker and more convenient solution for you, such as a replacement in another size, a different product of the same value, or another suitable option if applicable.
If you still prefer to proceed with a return after that, we'll be happy to explain the return process and provide you with the return address.
We look forward to your reply and will do our very best to help you find the most suitable solution.
Kind regards,
Anna
Customer Care Team
Marlow London
On Wed, Jul 1, 2026 at 16:27, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lorraine Ware
Email:
lorraineware57@hotmail.co.uk
Body:
How to return parcel please
Dear Lorraine,
Thank you for coming back to us, and I am really sorry to hear this, receiving the wrong item on top of the size being too big is not the experience we want for you at all.
I have located your order using the email address you contacted us from, order number 1371.
To help our team look into this properly, could you send us a photo of the dress you actually received, along with the style, colour and size you originally ordered. Once I have that, I will get this straight over to our team so we can sort it out for you, whether that means sending out the correct dress in a size 14 or another suitable solution.
Thank you so much for your patience, Lorraine.
Warm regards,
Anna
Customer Care Team
Marlow London