Case #415 — Marlow London
idamyoung@hotmail.com · order 2028 · state imported · label none yet · rung 0
Facts
New customer message on 10 July 2026 at 14:11
open
not set
2026-07-10 13:12:45
—
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 #2280 · action=reply · 2026-07-30 13:24:04 · dry-run
Hi Marian,
I'm so sorry to hear you still haven't received your order - I can completely understand your worry, especially after waiting this long.
I've just checked the latest tracking, and I'm pleased to see that your parcel has been received by the local delivery company. This means it's very close to you and should arrive very soon - typically within the next few days.
You can keep tracking its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953894CN
I sincerely apologize for this delay. We've experienced much higher order volume from our current sale, and shipping times have been longer than usual. As a small token of our apology, here is a code for your next order: STORECREDIT15
If you still don't receive it within the next few days, please do get back in touch and I'll be happy to investigate further and arrange a replacement for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer reports non-receipt after 17 days (outside 8-12 day window); current tracking shows received by local delivery company. Providing status update with goodwill code per HARD RULE for shipping delays, and clear escalation path.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Marian Young
Email:
idamyoung@hotmail.com
Body:
I have ordered two t shirts, but as yet have received no
acknowledgement, although the money has been withdrawn from my
account. Have I ordered correctly?
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Marian Young
Email:
idamyoung@hotmail.com
Body:
I have ordered two t shirts, but as yet have received no
acknowledgement, although the money has been withdrawn from my
account. Have I ordered correctly?
Hi Marian,
Thank you for reaching out, and sorry for the worry, I can completely understand why the lack of a confirmation email would be concerning, especially seeing the payment taken from your account.
Good news, I was able to find your order using your email address, order number 2028, and I can confirm it did go through successfully. It has already been fulfilled and is on its way to you. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953894CN
It is worth double checking your spam or junk folder as well, as confirmation emails do sometimes end up there.
If you have any other questions in the meantime, please do not hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you so much for your help in my tentative steps into on line buying! I’m so glad you managed to sort this out. I look forward to my order arriving.
Marian Young
Sent from my iPad.
> On 10 Jul 2026, at 22:26, support@marlow-london.com wrote:
>
> Hi Marian,
>
> Thank you for reaching out, and sorry for the worry, I can completely understand why the lack of a confirmation email would be concerning, especially seeing the payment taken from your account.
>
> Good news, I was able to find your order using your email address, order number 2028, and I can confirm it did go through successfully. It has already been fulfilled and is on its way to you. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953894CN
>
> It is worth double checking your spam or junk folder as well, as confirmation emails do sometimes end up there.
>
> If you have any other questions in the meantime, please do not hesitate to reach out.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Marian,
That is so kind of you to say, thank you. You did everything exactly right, and I am glad we could put your mind at ease.
If you have any questions at all as you get more familiar with shopping online, please do not hesitate to reach out, we are always happy to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Anna,
I am still waiting delivery of my order. Is there a problem? Unfortunately I have no order number although you have confirmed i have paid. Please advise.
Marian Young
TEST
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Wednesday, 15 July 2026 01:10:29
To: idamyoung@hotmail.com <idamyoung@hotmail.com>
Subject: Re: New customer message on 10 July 2026 at 14:51
Hi Marian,
That is so kind of you to say, thank you. You did everything exactly right, and I am glad we could put your mind at ease.
If you have any questions at all as you get more familiar with shopping online, please do not hesitate to reach out, we are always happy to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi there,
Good news, order 2028 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953894CN
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Anna,
Order no. 2028
I still have not received my order. Is there a problem?
Marian Young
TEST
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 20 July 2026 07:50:32
To: idamyoung@hotmail.com <idamyoung@hotmail.com>
Subject: Re: New customer message on 10 July 2026 at 14:51
Hi there,
Good news, order 2028 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3D4PX3002971953894CN&data=05%7C02%7C%7Ccc590b401f3e4bf0d6ab08dee62b321e%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639201270356346023%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=ahOiuoWsczUc7WLziZ%2BkoSYPlmcLMwSPSCWuKAKQDJg%3D&reserved=0<https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953894CN>
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Marian,
Good news - I have just checked your tracking and it has moved on since we last looked. It is no longer at the "information received" stage and has now progressed to actively in transit. The latest update shows it has departed from the facility and is on its way to you.
Based on the carrier's tracking, it should arrive within approximately 7 to 12 days, so there is no problem at all - your order is definitely making progress.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953894CN
If there are no further updates over the next few days, please just let me know and I will look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
I'm afraid Anna I still have not received my order. Is there a problem?
Marian Young
TEST
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 27 July 2026 02:29:18
To: idamyoung@hotmail.com <idamyoung@hotmail.com>
Subject: Re: New customer message on 10 July 2026 at 14:51
Hi Marian,
Good news - I have just checked your tracking and it has moved on since we last looked. It is no longer at the "information received" stage and has now progressed to actively in transit. The latest update shows it has departed from the facility and is on its way to you.
Based on the carrier's tracking, it should arrive within approximately 7 to 12 days, so there is no problem at all - your order is definitely making progress.
You can follow it here: https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3D4PX3002971953894CN&data=05%7C02%7C%7Cf92178448f2f4bff478008deeb7e7abc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639207125610789336%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=Vx5mRa09fUGg45YVCPXj3F2fjtiRHm5huf161xX4R1A%3D&reserved=0<https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953894CN>
If there are no further updates over the next few days, please just let me know and I will look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Marian,
I'm so sorry to hear you still haven't received your order - I can completely understand your worry, especially after waiting this long.
I've just checked the latest tracking, and I'm pleased to see that your parcel has been received by the local delivery company. This means it's very close to you and should arrive very soon - typically within the next few days.
You can keep tracking its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953894CN
I sincerely apologize for this delay. We've experienced much higher order volume from our current sale, and shipping times have been longer than usual. As a small token of our apology, here is a code for your next order: STORECREDIT15
If you still don't receive it within the next few days, please do get back in touch and I'll be happy to investigate further and arrange a replacement for you.
Warm regards,
Anna
Customer Care Team
Marlow London