Case #627 — Marlow London

millieelizabrook12@gmail.com · order 1877 · state imported · label none yet · rung 0

Facts

Subject

My Package Has Been Returned To Sender

Thread status

answered

SLA due

not set

Opened

2026-07-19 12:18:51

Closed

—

Last updated

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 #1098 · action=reply · 2026-07-19 12:19:31 · dry-run

Hi there, Thank you for reaching out, and I am so sorry to hear this - I can completely understand how unsettling it is to see your bag marked as returned. I have looked into your order (order 1877) and can see the courier has flagged it as returned to sender. I do not want to guess at exactly why this has happened, so I am reaching out to our team right now to find out what has gone wrong and what happens next, whether that is getting the parcel redirected back to you or, if that is not possible, working out the right resolution for you, which could include a refund once we have full clarity on where things stand. I know that is not the definite answer you were hoping for, but I would rather get this right for you than promise something before I know for certain, and I will come back to you as soon as I hear more. You can also keep an eye on it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619200707227026 Thank you for your patience, and I am sorry for the worry this has caused. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Confirmed returned-to-sender exception needs investigation before any refund decision, so I'm asking the supplier/courier why and holding the refund per the not-yet-resolved HARD RULE rather than promising one.

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

Kind	Status	Preview	When
send_manufacturer_message	executed	Post to #change-order in the WINWIN SUPPLIER Discord server: [Marlow London] ORDER NR#1877 - FREE REPLACEMENT / NEW DELIVERY Original parce	2026-07-21 01:10:45

Case events

No case events logged yet.

Full thread

in millieelizabrook12@gmail.com → support@marlow-london.com customer 2026-07-19 12:18:51

Hello my bag i ordered from Marlow has been returned to sender what is going on and is a refund going to happen

out support@marlow-london.com → millieelizabrook12@gmail.com tool 2026-07-19 16:59:28

out support@marlow-london.com → millieelizabrook12@gmail.com tool 2026-07-21 01:15:39

Hi there, I promised I would come back to you as soon as I heard more, and I am glad to say I now have a full answer for you. I looked into what happened with your bag (order 1877), and it turns out the parcel was mis-sorted in transit and sent back towards the sender instead of on to you. That was nothing you did, and I am sorry for the worry it caused in the meantime. Rather than wait for that returned parcel to make its way back through the system, we have arranged a brand-new delivery of your bag, completely free of charge, and it is on its way to your address now. You will receive fresh tracking as soon as it dispatches, and I will keep an eye on it from my end too. Thank you so much for your patience, and again, I am sorry for the detour this took. Warm regards, Anna Customer Care Team Marlow London