Case #451 — Marlow London
ellen.macintyre94@gmail.com · order — · state imported · label none yet · rung 0
Facts
New customer message on 13 July 2026 at 09:48
open
not set
2026-07-13 08:48:59
—
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 #768 · action=reply · 2026-07-13 15:57:57 · dry-run
Hi Ellen,
Thank you for confirming those details.
I have noted down your email address, name, and the approximate time you placed the order this morning. We will now look into this on our end to confirm everything went through and processed correctly, and we will follow up with you as soon as we can.
Thanks so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer supplied the requested identifying info but no order number exists yet, so this needs a human lookup to confirm the order went through.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ellen Macintyre
Email:
ellen.macintyre94@gmail.com
Body:
Hi I just placed and order but haven’t received the
confirmation email. Could you check that it has been processed
please?
Hi Ellen,
Thanks for reaching out, and sorry for the worry, we'll get this checked for you.
Confirmation emails do sometimes land in the spam or junk folder, so it's worth a quick look there first. In the meantime, so we can check on our end, could you please share:
1. Your order number (if you have it)
2. The email address or full name used at checkout
3. The approximate date and time you placed the order
As soon as we have those details, we'll be happy to confirm everything went through for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Thanks.
I don’t have the order number as didn’t receive a confirmation email.
I ordered this morning around 9/9:30am
ellen.macintyre94@gmail.com
Ellen Macintyre
Sent from my iPhone
> On 13 Jul 2026, at 16:44, support@marlow-london.com wrote:
>
> Hi Ellen,
>
> Thanks for reaching out, and sorry for the worry, we'll get this checked for you.
>
> Confirmation emails do sometimes land in the spam or junk folder, so it's worth a quick look there first. In the meantime, so we can check on our end, could you please share:
>
> 1. Your order number (if you have it)
> 2. The email address or full name used at checkout
> 3. The approximate date and time you placed the order
>
> As soon as we have those details, we'll be happy to confirm everything went through for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Ellen,
Thanks for reaching out, and sorry for the worry, we'll get this checked for you.
Confirmation emails do sometimes land in the spam or junk folder, so it's worth a quick look there first. In the meantime, so we can check on our end, could you please share:
1. Your order number (if you have it)
2. The email address or full name used at checkout
3. The approximate date and time you placed the order
As soon as we have those details, we'll be happy to confirm everything went through for you.
Warm regards,
Anna
Customer Care Team
Marlow London