Case #631 — Marlow London
andrea.frame@icloud.com · order 2318 · state imported · label none yet · rung 0
Facts
New customer message on 19 July 2026 at 17:26
open
not set
2026-07-19 16:27:36
—
2026-08-14 19:30:08
Engine shadow decision
| id | 58 |
|---|---|
| thread_key | <E1020004-18C3BDA90853959A-C54F3C1A@shopify.com> |
| store_id | marlow |
| message_id | 4705 |
| case_id | 631 |
| label | PRODUCT_QUESTION |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2318", "size_mentioned": "large", "amount_mentioned": "", "product_mentioned": "black item", "chargeback_ultimatum": false} |
| decided_action | REPLY_INFO |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Andrea, Thanks for getting back to me. At the moment, black is the color we have available in the large size for this item. Let me know if you'd like to go ahead with that and I'll get it sorted for you on order 2318. Best, Anna |
| actual_action | reply |
| actual_text | Hi Andrea, Perfect - and let me just clarify one thing first: the replacement large is completely free, there's no £4.95 contribution at all. I apologise for the confusion on that. The large will fit an A4 folder perfectly. Which colour would you prefer instead of black? Just let me know and I'll get that arranged for you straight away, with nothing to send back. Warm regards, Anna Cu |
| agreed | 1 |
| latency_ms | 12460 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:15:21 |
Latest draft
from decision #2947 · action=reply · 2026-08-03 17:55:26 · dry-run
Hi Andrea,
Perfect - and let me just clarify one thing first: the replacement large is completely free, there's no £4.95 contribution at all. I apologise for the confusion on that.
The large will fit an A4 folder perfectly. Which colour would you prefer instead of black? Just let me know and I'll get that arranged for you straight away, with nothing to send back.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Correcting previous error about £4.95 contribution (now free per updated rules), asking for color preference before confirming replacement order.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Andrea Frame
Email:
andrea.frame@icloud.com
Body:
I am unable to track my package as the number I have been
given is incorrect. Can you please advise when this bag is due to
be delivered? Thank you.
Hi Andrea,
Thanks for reaching out, and sorry for the confusion over the tracking number.
I have checked your order and the tracking number is correct, it is just an international tracking number for your parcel, so the format can look a little unfamiliar compared to a normal UK courier number. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700106978
Right now it is registered with the courier and getting ready to begin its journey to you. It is completely normal for these international parcels to sit quietly for the first few days before the next update shows, so there is nothing to worry about. Based on where it is in the process, we would estimate delivery in about 7 to 12 days.
If it still has not moved after about a week, just let us know and we will be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
The tracking is still just saying information received still no notification of it being delivered. It's taking far longer than expected if it's not received by the beginning of the week I will need to cancel this order.
I look forward to hearing from you in due course
Sent from my iPhone
> On 19 Jul 2026, at 18:03, support@marlow-london.com wrote:
>
> Hi Andrea,
>
> Thanks for reaching out, and sorry for the confusion over the tracking number.
>
> I have checked your order and the tracking number is correct, it is just an international tracking number for your parcel, so the format can look a little unfamiliar compared to a normal UK courier number. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700106978
>
> Right now it is registered with the courier and getting ready to begin its journey to you. It is completely normal for these international parcels to sit quietly for the first few days before the next update shows, so there is nothing to worry about. Based on where it is in the process, we would estimate delivery in about 7 to 12 days.
>
> If it still has not moved after about a week, just let us know and we will be happy to look into it further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Andrea,
Thank you for the update, and I completely understand the frustration - a week of "information received" with nothing further is longer than it should be, and I don't want to just ask you to keep waiting without acknowledging that.
I've just checked directly again: your tracking is still sitting at that same early registered stage, so it genuinely hasn't moved on yet. That's on us and I'm sorry for it.
You can keep following it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700106978
If it still hasn't moved by the start of the week and you'd like to cancel at that point, just reply and let me know - I'll look into whether we can stop it and sort a refund straight away. In the meantime, as a genuine apology for the wait, here's £15 off your next order: STORECREDIT15
Warm regards,
Anna
Customer Care Team
Marlow London
Good morning
I wish to return my purchase I have ordered the incorrect size.
Please advise how u do this.
Thank you
Sent from my iPhone
> On 29 Jul 2026, at 14:29, support@marlow-london.com wrote:
>
> Hi Andrea,
>
> Thank you for the update, and I completely understand the frustration - a week of "information received" with nothing further is longer than it should be, and I don't want to just ask you to keep waiting without acknowledging that.
>
> I've just checked directly again: your tracking is still sitting at that same early registered stage, so it genuinely hasn't moved on yet. That's on us and I'm sorry for it.
>
> You can keep following it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700106978
>
> If it still hasn't moved by the start of the week and you'd like to cancel at that point, just reply and let me know - I'll look into whether we can stop it and sort a refund straight away. In the meantime, as a genuine apology for the wait, here's £15 off your next order: STORECREDIT15
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi there,
Good news! I can see your order 2318, and we've arranged a free replacement in the correct size for you.
You can keep the one you already have, for a small contribution of £4.95, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you right away.
If you'd rather not exchange, just let me know and I can look at other options too.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello, thank you for your quick response
I wanted the large size big enough to fit a A4 folder.
What with the total cost be for me to have this sent out in replacement?
Sent from my iPhone
> On 1 Aug 2026, at 10:37, support@marlow-london.com wrote:
>
> Hi there,
>
> Good news! I can see your order 2318, and we've arranged a free replacement in the correct size for you.
>
> You can keep the one you already have, for a small contribution of £4.95, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you right away.
>
> If you'd rather not exchange, just let me know and I can look at other options too.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Andrea,
Thank you for clarifying - the large size will absolutely fit an A4 folder comfortably.
So to confirm the cost for you: you'll keep the one you already have for a small contribution of £4.95, the replacement large will be sent to you completely free, and there's nothing for you to send back. So the total cost is just the £4.95 contribution.
If that sounds good to you, just confirm and I'll get the large size on its way to you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
That's great news, however I'm not not sure on the black do you have other colours in the large size?
Look forward to hearing you from due course.
Best wishes, Andrea
Sent from my iPhone
> On 2 Aug 2026, at 17:21, support@marlow-london.com wrote:
>
> Hi Andrea,
>
> Thank you for clarifying - the large size will absolutely fit an A4 folder comfortably.
>
> So to confirm the cost for you: you'll keep the one you already have for a small contribution of £4.95, the replacement large will be sent to you completely free, and there's nothing for you to send back. So the total cost is just the £4.95 contribution.
>
> If that sounds good to you, just confirm and I'll get the large size on its way to you right away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London