Case #634 — Marlow London

issysmolaga@hotmail.co.uk · order 1878 · state imported · label none yet · rung 0

Facts

Subject

Evelyn Mesh Sandals

Thread status

open

SLA due

not set

Opened

2026-07-19 19:53:53

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 #1119 · action=reply · 2026-07-19 19:54:48 · dry-run

Hi there, Thank you for reaching out, and I am so sorry for the confusion, and that you did not receive a confirmation email, that must have been worrying without an order number in hand. Do also check your spam or junk folder in case it landed there. I want to reassure you first, this is a genuine order with us. I have found it under order 1878, matched to your email address, for your Evelyn Mesh Sandals. I am sorry for any mix up when you called in, but please rest assured you have not been scammed, and this order is with the right company. Good news, your sandals are already on their way. I can see they are in transit, and the estimated arrival is about 7 to 12 days. You can follow the journey here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002968586517CN Given where it currently stands, I am hopeful this comfortably lands before your holiday on 1 August, though I would not want to promise an exact date. Also, there is genuinely no need to contact your bank, your order is real and moving. As the item has not arrived yet I am not able to process a refund on it, but if it starts to look like it will not reach you in time, please come straight back to me and I will do everything I can to help. As an apology for the uncertainty, here is a code for £15 off your next order: STORECREDIT15 Warm regards, Anna Customer Care Team Marlow London

Reasoning: In-transit order confirmed via email match to order 1878; refund refused per HARD RULE since undelivered, deadline and soft bank threat addressed honestly, STORECREDIT15 given per shipping-complaint rule; too many combined issues (identity confusion, deadline, bank mention) to auto-send.

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

in issysmolaga@hotmail.co.uk → support@marlow-london.com customer 2026-07-19 19:53:53

You have taken a payment from me for £39.95 on 7/8th July 2026. I have not had confirmation or an Order number from you. I contacted Marlow London and they informed me that they do not sell Sandals. However the company trading out of Amsterdam does. I loved these sandals when I saw the advert, and I bought them. I still hope that they will be delivered before my holiday on 1st August. Can you please confirm that they are going to be delivered. If not I would request a full refund. I will contact my Bank on 7th August (30 days after my transaction) and ask them to investigate this payment of £39.95. Kind regards.

out support@marlow-london.com → issysmolaga@hotmail.co.uk tool 2026-07-20 17:12:52