Case #549 — Marlow London
heather_joy@mac.com · order 2432 · state imported · label none yet · rung 0
Facts
Order #2432 - MARLOW LONDON - Account
open
not set
2026-07-16 15:22:45
—
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 #940 · action=reply · 2026-07-16 15:23:04 · dry-run
Hi Heather,
Thanks so much for letting me know so quickly, and I'm sorry for the mix-up.
I want to be honest with you rather than promise something I can't be sure of. Your order has already been passed through to our fulfilment side, so I can't guarantee stopping it from here. What I can do is ask the supplier straightaway whether it can still be halted or recalled before it goes any further, and I'll come back to you either way as soon as I hear.
Please don't worry about being left paying for something you can't use. If it turns out it can't be intercepted, you won't be stuck with it. When it arrives you can simply refuse the delivery, or set it aside unopened and let me know, and I'll arrange a full refund for you.
I'll be in touch as soon as I've heard back from the supplier.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: regen batch 2026-07-18 (support-ai authored)
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
Hello,
I placed this order (attached) a moment ago in error. I realise it will not arrive in time for when I need it. Please could I cancel?
Thanks,
Heather
https://shopify.com/66284880137/account/orders/cc1567a1e1bf4174eaa720ff6bf88d7a?buyer_token_attempted=1&locale=en-GB
Hi Heather,
Thanks so much for letting me know so quickly, and I'm sorry for the mix-up.
I want to be honest with you rather than promise something I can't be sure of. Your order has already been passed through to our fulfilment side, so I can't guarantee stopping it from here. What I can do is ask the supplier straightaway whether it can still be halted or recalled before it goes any further, and I'll come back to you either way as soon as I hear.
Please don't worry about being left paying for something you can't use. If it turns out it can't be intercepted, you won't be stuck with it. When it arrives you can simply refuse the delivery, or set it aside unopened and let me know, and I'll arrange a full refund for you.
I'll be in touch as soon as I've heard back from the supplier.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Heather,
No trouble at all, these things happen. I am glad you reached out quickly.
I have stopped your order before it was dispatched, so there is nothing for you to worry about. Your full refund of £44.95 is being processed back to your original payment method now, and it will show up in the next few days depending on your bank.
If you ever decide you would like the AILBHE set after all, just let me know and I will be glad to help you order it again. Otherwise you are all set, and thank you for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London