Case #633 — Marlow London
rakesh.bharadwa@googlemail.com · order 2709 · state imported · label none yet · rung 0
Facts
Order - 2709
open
not set
2026-07-19 19:38:34
—
2026-08-14 19:30:08
Engine shadow decision
| id | 699 |
|---|---|
| thread_key | <CAK1QS2G3aebuU9KC6b-4qsT26TEpveSqi+imj5LVZnFNHr97iw@mail.gmail.com> |
| store_id | marlow |
| message_id | 5511 |
| case_id | 633 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | |
| actual_action | reply |
| actual_text | Hi Rakesh, Thank you for reaching out again, and I am so sorry you have not heard back from us about this, that is not the experience we want you to have. I can see your order #2709 for the Longchamp Le Pliage totes. Rather than going to the trouble of returning them, I would much rather send you free replacements in the correct size. You would keep the totes you already have with our compliment |
| agreed | 0 |
| latency_ms | 4023 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:38:43 |
Latest draft
from decision #3586 · action=reply · 2026-08-11 08:25:21 · dry-run
Hi Rakesh,
Thank you for reaching out again, and I am so sorry you have not heard back from us about this, that is not the experience we want you to have.
I can see your order #2709 for the Longchamp Le Pliage totes. Rather than going to the trouble of returning them, I would much rather send you free replacements in the correct size. You would keep the totes you already have with our compliments, and there is nothing to send back.
Could you let me know which of the bags need resizing, and which size you would like instead, and I will get that sorted for you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit return request runs the sizing-return-free-replacement-first STEP 1 offer (free replacement, keep the item, nothing to return) rather than the return-refund ladder; not a clean auto-send case given the referenced unanswered prior email, so left for human review.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund 33.3333% of order #2709 = GBP 42.13 (the marshmallow tote's real paid share of the GBP 126.39 actually paid) to the original pay | 2026-08-03 08:52:55 |
Case events
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Full thread
Hi,
I have just placed this order and I only wanted 2 of the bags (black and
navy) it has charged and added the marshmallow colour to my order. I dont
not require this bag.
Before sending out, could.you cancel the marshmallow and only send out the
black and navy please. Can you let me know when you have revised my order
and issued a refund.
Many thanks
Rakesh
Hi there,
Thank you for reaching out, and please don't worry, this is an easy fix while your order is still with us.
Good news, I can see your order has not shipped yet, so there is still time to make this change. I have passed this along to our team to remove the marshmallow colour bag from your order and process a refund for it, so only the black and navy bags will be sent out, and I will follow up to confirm once it has been updated on our end.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
That's great, thank you very much.
On Sun, 19 Jul 2026, 20:39 , <support@marlow-london.com> wrote:
> Hi there,
>
> Thank you for reaching out, and please don't worry, this is an easy fix
> while your order is still with us.
>
> Good news, I can see your order has not shipped yet, so there is still
> time to make this change. I have passed this along to our team to remove
> the marshmallow colour bag from your order and process a refund for it, so
> only the black and navy bags will be sent out, and I will follow up to
> confirm once it has been updated on our end.
>
> If anything else comes to mind in the meantime, just let me know.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi,
I have ordered these bags a while ago and still havent received them. Can
you kkndly provide me an update.
Many thanks
Rakesh
On Mon, 20 Jul 2026, 13:22 MARLOW LONDON, <support@marlow-london.com> wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AABeAXeUN70RQ2RNWUNaMIx4cidKBXVKCGPh6ZEyYdW80y8UX193Yj6og1mZOAhJevWZ4VPTMHERooN2VxIMskkx9ezKz0bWoU_9VtiNGU05qFB234OtKxpxgGKQWgWEeZhHArTVKPlYAapBdsv_5yXEDb1B8bO-yC7ASDim5QF1NBY6Ny5F8wo1kcv7nABFTLFM0c2qdSrsvZMalB_bshfrN-vK9Lf5WdQRmbKXK9lPRYbRnYqdIxiNsb-ERb0B0l_D7NUci7CISyH_RLZPkqxkmwkwLt_6sD0bvx6O5lJtcQmY8glBjKp3cGQBpBL36hlAnnJhUzfhs43BSVis5YUVmw==>
>
>
>
> Shipped
> On its way, Rakesh
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> YT2620100701572111
>
> Carrier: YunExpress
> Track now
> <https://marlow-london.com/_t/c/v3/AADRfTCpN-w4PEQ8cQClnMGmrUF3l3b9t5hiqDQTWtu0LkXMXld49eOfCczT6hc1Quts0v_IefKv6lpqTwArHUpuDEb2Dlua5CF3UZBcGRHevEcxm1Xzcj-flyNfop3nuDg5mtgljYrIia_36-G1NJya73vsf8LG4dV3OWQMSAW8CHwiZOnlRoBAKGmDoj8XNDZ_v_hewdcw23FfP5dZ7AQg2oBVyWP4NUBGUlGsjOEeu-u7BpgsFa2KWWKfr9HitoHXEwNei7EKEAzJlr1SB9184-3D4miQemo82L5E98UTNo-UCPm_ZIEES45CFkdqzjqa8QxHia1lpXFSfPp9DsdOYJ0-XMezwe_dGNsuqqbbd1GAPw==>
>
> 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/AADiN5faihQCXt-ZQs5MjqEJcaSvV32GPLHUxM4jfmZbKwXpFDV5cpLiU8_lN0aQPzjswaWKCYTW7PBey2Ifbf3KbitmbLpS2SF-k7o3OA0ccSPTtjRe5a9z5SBl8q4-HQhrHlNRp-yRfr0_Xjdpj5egHzCH8oS_3Cu36zZuRX9sXRVRe9WJaa4Z2-5Hh3ZakMRWg2Yw1VwHI5f9o6kN3Oj9buY_bgurZvtrucGLFprDCmkzcf_Bukf0vMrWI1eBc-4xmjeol7cO88wPzzD2jpteBGbAs_BRw2DmO0ZvmYrjBE0zVf-b_ywDBtEkOywPGAI6IXv_xk2xi7a2WW30KQIALlM=>
> .
>
> Items shipped
> LONGCHAMP LE PLIAGE TOTE - BLACK - Black · Black · Qty 1
> LONGCHAMP LE PLIAGE TOTE - NAVY · Qty 1
> LONGCHAMP LE PLIAGE TOTE - MARSHMALLOW · Qty 1
>
> Order number
>
> #2709
>
> Shipping to
>
> Rakesh Bharadwa
> Leicester, United Kingdom
>
> Questions about your delivery? Reply to this email and we'll help right
> away.
>
>
> Follow us
> Facebook
> <https://marlow-london.com/_t/c/v3/AADJqtLcEg7suKU9rSDjmEIzL7Aoa8LUWyc8vgE1D7L9R8Z5mCRQxuN78b1UMFp2PWqRExpHsbpO0GRpj7k4odnv7Hi0xSKGe9X5Iw3i9Ngs0a2O6gbXoG_3BzRV2tr37h1IPrRuudYYKaTtSf5ObnuCD1qCcRB141AyHubwcvp1MMpuVG8U_El4pEkLy994Gg0UdOooQ0fFT1-J61bNjvaTyICJqE4J5hCph95pS3XCn2rcqeWnKRyPEuRPI86qnKaCbA8q3mhxMcO5OFfh833SPCDhP94IsxE5UeV9agA3KTFeCWTzdssNUyFqLQu6y8qNd11vZeT3_bw=>
>
Hi Rakesh,
Thanks for writing back, and I am sorry for the wait.
Your order #2709 has shipped and is on its way to you. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100701572111
I also want to be upfront with you about something. On 19 July we told you we would remove the marshmallow colour bag from your order and refund it, so that only the black and navy bags would ship. Looking at the order now, it went out with all three bags, including the marshmallow one. That change was never made on our end, and I am sorry for the mix up.
I have not left you to chase it. I have refunded the marshmallow bag today, back to the card you paid with, and it should land within 3 to 5 business days. Please do keep all three bags with our compliments, there is nothing to send back.
Sorry again for the confusion, and thank you for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
I have sent you an email the day I received the bags to say they are the
wrong size snd I want to return them.
Can you tell me the process if doing this please. I havent heard anything
back since my last email.
Many thanks
Rakesh
On Sun, 19 Jul 2026, 20:39 , <support@marlow-london.com> wrote:
> Hi there,
>
> Thank you for reaching out, and please don't worry, this is an easy fix
> while your order is still with us.
>
> Good news, I can see your order has not shipped yet, so there is still
> time to make this change. I have passed this along to our team to remove
> the marshmallow colour bag from your order and process a refund for it, so
> only the black and navy bags will be sent out, and I will follow up to
> confirm once it has been updated on our end.
>
> If anything else comes to mind in the meantime, just let me know.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>