Case #592 — Marlow London
jamerrick31@outlook.com · order 2046 · state imported · label none yet · rung 0
Facts
New customer message on 18 July 2026 at 00:43
open
not set
2026-07-17 23:44:54
—
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 #1025 · action=reply · 2026-07-17 23:46:09 · dry-run
Hi Julie,
Thank you for reaching out, and I am sorry this has not moved the way it should have.
Let me be straight with you about where things stand. Your order shows as dispatched with a tracking number, but when I look at the tracking it is still only at the "information received" stage, which means the details were registered with the courier but there is no actual movement yet. In plain terms, it may not have physically left our supplier's warehouse. That is genuinely good news for your request, because it means there may still be a chance to stop it.
So here is what I am doing: I am asking our supplier directly whether this shipment can still be halted or recalled. If they can stop it, I will get it cancelled and your full refund processed to your original payment method right away. I do not want to promise the refund before I have their answer, but please know I am keeping it firmly on the table and I will come back to you as soon as I hear.
In the meantime, as an apology for the wait, please use the code STORECREDIT15 for £15 off any future order.
I will be in touch as soon as I have news.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: regen batch 2026-07-18 (support-ai authored)
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Julie Merrick
Email:
jamerrick31@outlook.com
Body:
Please refund my order, no #2046, as it hasn’t been
dispatched yet even though you’ve taken the money 7 days ago. And
now it’s too late. With thanks
Hi Julie,
Thank you for reaching out, and I am sorry this has not moved the way it should have.
Let me be straight with you about where things stand. Your order shows as dispatched with a tracking number, but when I look at the tracking it is still only at the "information received" stage, which means the details were registered with the courier but there is no actual movement yet. In plain terms, it may not have physically left our supplier's warehouse. That is genuinely good news for your request, because it means there may still be a chance to stop it.
So here is what I am doing: I am asking our supplier directly whether this shipment can still be halted or recalled. If they can stop it, I will get it cancelled and your full refund processed to your original payment method right away. I do not want to promise the refund before I have their answer, but please know I am keeping it firmly on the table and I will come back to you as soon as I hear.
In the meantime, as an apology for the wait, please use the code STORECREDIT15 for £15 off any future order.
I will be in touch as soon as I have news.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Julie,
Thank you for getting in touch, and I'm truly sorry that your order hadn't gone out yet after the payment was taken. That isn't the experience we want for you, and I completely understand why you'd asked us to cancel.
The good news is that we managed to catch your order and stop it before it went out, so it will not be shipped.
I'm now arranging your full £39.95 refund back to your original card, and I'll confirm the moment it has landed. Refunds can take a few business days to show, so please don't worry if it isn't instant.
Again, I'm sorry for the delay and the trouble this caused. If there's anything else I can help with, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London