Case #548 — Marlow London
jeremycrampton1@gmail.com · order 2036 · state imported · label none yet · rung 0
Facts
A shipment from order #2036 is on the way
open
not set
2026-07-16 15:21:10
—
2026-08-14 19:30:08
Engine shadow decision
| id | 426 |
|---|---|
| thread_key | <Mailbird-69a99f36-66ed-41ce-8f51-1411036ee88c@gmail.com> |
| store_id | marlow |
| message_id | 5163 |
| case_id | 548 |
| label | OFF_SCRIPT |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2036", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "shoes", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Dear Pamela, Thank you for writing back, and please don't worry about the delay in getting in touch. I'm really sorry to hear the shoes arrived like this. Sizing issues are frustrating enough on their own, but shoes that weren't in the condition you'd expect, along with packaging that left you unable to return them properly, is not the experience we want anyone to have. I&#x |
| actual_action | reply |
| actual_text | Hi Pamela, Thank you for taking the time to explain this so fully, and please do not worry about the delay in writing back, I completely understand after an experience like this. I am so sorry, and what you have described is genuinely not good enough. Shoes should never leave us as anything other than brand new, and dirt marks on the soles are a clear sign that this pair was not that. On top of |
| agreed | 0 |
| latency_ms | 7955 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:14:02 |
Latest draft
from decision #3316 · action=reply · 2026-08-07 15:21:18 · dry-run
Hi Pamela,
Thank you for taking the time to explain this so fully, and please do not worry about the delay in writing back, I completely understand after an experience like this.
I am so sorry, and what you have described is genuinely not good enough. Shoes should never leave us as anything other than brand new, and dirt marks on the soles are a clear sign that this pair was not that. On top of that, sizing up and still finding them too small tells me the fit ran short on this pair, which is on us too, not a misjudgement on your part.
I do not want you to simply write this off. Even though the pair is already gone, I would still like to put it right. I can send you a genuinely new, correctly sized pair completely free of charge, and given everything that went wrong here, I would also like to add a 10 percent cashback to your original payment method as a sincere apology. There is nothing you need to send back.
Could you let me know what size would work best this time? Given the fit ran small even after sizing up, I would suggest going to a UK 6, but please do say if you would rather try something else.
I have also passed on what you said about the packaging being too flimsy to repackage anything in, that should not have been the case either, and it is being looked at.
Just reply to confirm the size you would like and I will get this moving for you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Genuine quality fault (used-looking shoes, ran small despite sizing up) with item already discarded; owning the mistake and offering a free replacement plus 10% cashback per the PRODUCT PROBLEM script, but leaving execution to the operator since exact replacement size still needs her confirmation.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 10% of order #2036 = £4.00 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopify | 2026-08-07 15:21:19 |
| send_manufacturer_message | executed | Post to #replacement-products in the WINWIN SUPPLIER Discord server: [Marlow London] REPLACEMENT ITEM FOR ORDER NR#2036 ADRESS: SAME AS ORD | 2026-08-07 15:21:18 |
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Full thread
Hi -
You notified me 6 days ago that this item had been dispatched but there is still no sign of it. The tracking information doesn't seem to work either. Please advise.
Best regards =
Jeremy Crampton
On 10/07/2026 14:29:50, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
[MARLOW LONDON] [https://marlow-london.com/_t/c/v3/AAAaXG2TzyqYtwEZuvWb8Q6POs1Q_3XW2oQewvyssD4bmJKe7WITmtQ0R0E3PuL496qSclOUBqI_qaJTSBUcrpQT18UisyeCJGsUUXQmIuRq6VU8mWal4fbgpwvZGWXQqhk-OwL7ED6TjI5HGeJ8L6Bxv-wnBghHBGbhPrE4l51kgP81wJmmgUzYRSW2bVexu_xfgpeAvp9JY-nxzU8SIPhofXA8W68HjuMvFU3wzeyaIe1-s8IUF3ptERxi21LGIIYopgdVZ2VtTyJzzZHamQ4lu7byNen0W0h-Wk3-KL8c_fVZiXkO6WLZTCHQ_8dZd2rvlo_pOTh7mjdB0Cv8CuPriw==]
Shipped
On its way, Pamela
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002971953764CN
Carrier: Other
Track now [https://marlow-london.com/_t/c/v3/AACzDINHRm0bBI11j_XbFWCtS2swsrVqDTs12iuPKKs0WU_LHM9mVVGO_aDLNzquftfki8BB-4mzJSe5nQ-Yw0KsUvgi949R5q5mFzmpI3qxicxkoQ_ARb7av4cPy8nPGHAkpomXF-TiwLKEqVLi27DIAgYi5dH9LRK0uovRbEp2j6shuq8pZdy__NTfylHdXujBRKGAmoFSNUB6Wcc0odYOnm_pntnxFpdaHD_aRqBeZn_4xA4f5ejV4DPtWuuHY3utn-CDGxU831GuX9pcy7FNRVrYuAy4W5WviC8NvGBfG0Pd5vOwD3DbQzLTuEhekeE2a8R0QSU--zn6RwE0TMzCht8NXdWs85UZKT60k_p0QBj-4Q==]
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com [https://marlow-london.com/_t/c/v3/AACQUyqr4AKifqqylvgeP8nDbkPcMkJXE8ZdnVScXslHziC52UuIw0AOFPs1HC4MBWm6lJJWyidsqkA9lJfBsRBQvG0LMSZ0gi9UYr_PR2B5FEvDV1WCd74be_DCE2sb75JJmlTnhtJKMAfOwSIlH4xOS5ZilYzJBDizmqbbDWNe-4XJp2YqRZD0KioWXeyObvDLZCEsMAyv1sFDEJvddjSFzmwemazySBm3-dLEqK9kNZKb__DTx-8ddfc0cUhoLKQaOhfylUDzMAwEEggKR7Q0DXJ8YUvwIlyC-XIqlx2Lyzngl2MVMfV3Bit4XjeMQmVCniKQltgTuUWWhQ33UGQ73QY=].
Items shipped
Evelyn | Everyday Comfort Mesh Sandals - Navy Blue / UK 5 | EU 38 · Navy Blue / UK 5 | EU 38 · Qty 1
Order number
#2036
Shipping to
Pamela Crampton
Wymondham, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
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[975d75d8-45eb-4e9b-af31-61ae567969a7]
Hi Jeremy,
Thanks for reaching out, and sorry for the trouble with the tracking.
Good news, your order is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and international tracking pages can sometimes lag behind the parcel's actual progress, so it not updating yet doesn't mean anything is wrong. We estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971953764CN
If the tracking still hasn't moved after a few more days, just let us know and we will be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Sarah
Thank you for your email and apologies for not contacting you sooner. The fact is that the shoes you sent me were completely unacceptable. I had deliberately gone up a size when I ordered, mainly because of the extreme heatwaves, but even so the shoes were too small and therefore desperately uncomfortable when I tried them. I also noticed that they were not brand new, with dirt marks on the soles indicating that they had been worn.
I would have returned them but the packaging they arrived in was so flimsy I'd have had to completely repackage them.
The shoes went in the bin, so I can hardly expect a refund and I'll just have to write the whole transaction off to experience.
Regards -
Pamela Crampton
On 30/07/2026 20:55:23, Marlow-London <support@marlow-london.com> wrote:
We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
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Dear Pamela,
Good news — your order has been delivered! 🎉
We hope it met your expectations and that you’re thrilled with your purchase.
As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout.
We can’t wait to see you shop with us again soon! 💛
Warm regards,
Sarah
Customer Support Team
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