Case #243 — Marlow London
mailer@shopify.com · order — · state imported · label none yet · rung 0
Facts
New customer message on 2 July 2026 at 12:07
archived
not set
2026-07-02 11:08:43
—
2026-08-14 19:30:08
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Latest draft
from decision #398 · action=escalate · 2026-07-03 08:33:01 · dry-run
Hi Linda,
Thank you for getting back to me, and I am sorry for the mix up over the delivery date.
I can certainly look into cancelling the order for you. Could you please confirm the order number so I can pass this straight to our team to action? Your checkout email is helpful, but having the order number as well means we can locate the exact order quickly and avoid any delay before it ships.
As soon as I have that, I will get this raised for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is requesting an order cancellation on an order that already has a tracking number (likely shipped), which requires a real order lookup and human action.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Linda Smeaton
Email:
lindasmeaton1@gmail.com
Body:
Hi, I ordered something and was expecting deliver before
the weekend. Please can you confirm? Tracking isn’t clear when
it’s arriving. Thanks
4PX3002932743649CN
Hi Linda,
Thank you for reaching out, and I am sorry for the uncertainty around your delivery.
At the moment our shipping times are running at around 8 to 12 days due to high order volumes from our ongoing sale, so it is possible your parcel is still on its way even if the weekend has passed. It is also completely normal for tracking not to update at every stage. It often only refreshes once the courier scans the parcel at its next stop, so a quiet period does not mean anything has gone wrong.
If you could reply with your order number and the email address used at checkout, I will be happy to look into this further for you and make sure everything is progressing as it should.
Thank you so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
On Thu, Jul 2, 2026 at 13:07, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Linda Smeaton Email:
lindasmeaton1@gmail.com Body:
Hi, I ordered something and was expecting deliver before the weekend. Please can you confirm? Tracking isn’t clear when it’s arriving. Thanks 4PX3002932743649CN
Thanks, please can I then cancel the order as I thought it said
Friday/todsy and I’m going on holiday.
I used this email address at the checkout.
Can you see from that?
Many thanks for your help!
On Fri, 3 Jul 2026 at 01:23, <support@marlow-london.com> wrote:
> Hi Linda,
>
> Thank you for reaching out, and I am sorry for the uncertainty around your
> delivery.
>
> At the moment our shipping times are running at around 8 to 12 days due to
> high order volumes from our ongoing sale, so it is possible your parcel is
> still on its way even if the weekend has passed. It is also completely
> normal for tracking not to update at every stage. It often only refreshes
> once the courier scans the parcel at its next stop, so a quiet period does
> not mean anything has gone wrong.
>
> If you could reply with your order number and the email address used at
> checkout, I will be happy to look into this further for you and make sure
> everything is progressing as it should.
>
> Thank you so much for your patience.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Thu, Jul 2, 2026 at 13:07, MARLOW LONDON (Shopify) <mailer@shopify.com>
> wrote:
>
> You received a new message from your online store's contact form.
> *Country Code:*
>
> GB
>
> *Name:*
>
> Linda Smeaton
>
> *Email:*
>
> lindasmeaton1@gmail.com
>
> *Body:*
>
> Hi, I ordered something and was expecting deliver before the weekend. Please can you confirm? Tracking isn’t clear when it’s arriving. Thanks
> 4PX3002932743649CN
>
>
Dear Linda,
Thank you for your reply.
Unfortunately, your order has already been processed and dispatched from our warehouse, which means we are no longer able to cancel it at this stage.
We completely understand that this may not be the answer you were hoping for, and we sincerely apologise for the inconvenience.
The good news is that your parcel is already on its way and should arrive within the next few working days. We kindly ask if you would be willing to wait just a little longer for it to arrive.
Once you have received the parcel, if you still decide that you no longer wish to keep it, please let us know and we'll be happy to assist you with the next steps.
Thank you very much for your patience and understanding. We truly appreciate it.
Kind regards,
Anna
Customer Care Team
Marlow London
On Fri, Jul 3, 2026 at 10:31, Linda Smeaton <lindasmeaton1@gmail.com> wrote: Thanks, please can I then cancel the order as I thought it said Friday/todsy and I’m going on holiday. I used this email address at the checkout. Can you see from that?
Many thanks for your help!
On Fri, 3 Jul 2026 at 01:23, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Linda,
Thank you for reaching out, and I am sorry for the uncertainty around your delivery.
At the moment our shipping times are running at around 8 to 12 days due to high order volumes from our ongoing sale, so it is possible your parcel is still on its way even if the weekend has passed. It is also completely normal for tracking not to update at every stage. It often only refreshes once the courier scans the parcel at its next stop, so a quiet period does not mean anything has gone wrong.
If you could reply with your order number and the email address used at checkout, I will be happy to look into this further for you and make sure everything is progressing as it should.
Thank you so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
On Thu, Jul 2, 2026 at 13:07, MARLOW LONDON (Shopify) <mailer@shopify.com (mailto:mailer@shopify.com)> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Linda Smeaton Email:
lindasmeaton1@gmail.com (mailto:lindasmeaton1@gmail.com) Body:
Hi, I ordered something and was expecting deliver before the weekend. Please can you confirm? Tracking isn’t clear when it’s arriving. Thanks 4PX3002932743649CN