Case #635 — Marlow London

Dear Marlow London Customer Support, Hello! I placed two orders earlier today, order #2710 and order #2712. I would like to cancel both orders immediately. As the orders have not yet been dispatched, please do not process or ship them. Please cancel both orders and issue a full refund to the original payment method. For your reference, the order details are as follows: Order numbers: #2710 and #2712 Email address: luciachen@hkbu.edu.hk Shipping name: Shuyuan Zhang Shipping address: 208 Horizon Apartment Broad Weir Bristol BS1 3DJ United Kingdom Could you please confirm in writing as soon as possible that both orders have been cancelled and that the refunds have been initiated? Thank you for your prompt assistance. Kind regards, Shuyuan ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

Dear Marlow London Customer Support, I’m following up on my cancellation request for orders #2710 and #2712, sent yesterday. As I have not yet received a response, please confirm as soon as possible that both orders have been cancelled and that a full refund will be issued to the original payment method. Please do not dispatch either order （#2710 and #2712) I would appreciate your urgent confirmation. Best regards, Shuyuan Get Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: Lu CHEN <luciachen@hkbu.edu.hk> Sent: Sunday, July 19, 2026 21:31 To: support@marlow-london.com <support@marlow-london.com> Subject: Urgent Cancellation Request for Orders #2710 and #2712 Dear Marlow London Customer Support, Hello! I placed two orders earlier today, order #2710 and order #2712. I would like to cancel both orders immediately. As the orders have not yet been dispatched, please do not process or ship them. Please cancel both orders and issue a full refund to the original payment method. For your reference, the order details are as follows: Order numbers: #2710 and #2712 Email address: luciachen@hkbu.edu.hk Shipping name: Shuyuan Zhang Shipping address: 208 Horizon Apartment Broad Weir Bristol BS1 3DJ United Kingdom Could you please confirm in writing as soon as possible that both orders have been cancelled and that the refunds have been initiated? Thank you for your prompt assistance. Kind regards, Shuyuan ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

Dear Marlow London Customer Support, I’m following up on my cancellation request for orders #2710 and #2712, sent yesterday. As I have not yet received a response, please confirm as soon as possible that both orders have been cancelled and that a full refund will be issued to the original payment method. Please do not dispatch either order. I would appreciate your urgent confirmation. Best regards, Shuyuan Get Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: MARLOW LONDON <support@marlow-london.com> Sent: Monday, 20 July 2026 13:22:19 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: A shipment from order #2712 is on the way CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. [MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AAA5dPvUcQoAXShpMPFR05_n4hXRKgN6kcANOhh0S2I71FOPMi8JwbqZK86LuDb8bTeZMsp_72WfXdUEXBAeGaJnnueh-73zrBNLLkKX52noGEFQ7NFKsH5A7ptxIPOrNhanQb2X7EiLKxXMajgZZDPFeKRN8GkuAabpGQbHU_jbE8A3PXLl99SaTBerT9kNFyoKHZsww4zOm3NMgtBkCWPYY94mjlEBChkSlaY_PZsYBXpB6NqDs1qECSMISue2tsmUv_McqYUJIbL9wCTIJUH25KdlN-iP6XrXpLS7Ka0j9l3BvNG_fQkjdChvyDG7iUPpthLne5Fbry0SXPPdvD0zKw==> Shipped On its way, Shuyuan Your order has left our boutique. Track your package below to see when it'll arrive. Tracking number YT2620100701572269 Carrier: YunExpress Track now<https://marlow-london.com/_t/c/v3/AABc3Az1w9HhLHNmwaRCzQNV-MZr4MjLcwocUVjFNXb9HlMD72mbcmkKfh_yB88-c3hnAO2zbwx6kkoHFYaa72h96LGeSfx1NaQ8BwC8_ty_Z_L3t2ROtz98TceOQNThn5b4Lax-rEt73VN7GHowJaUl9sbiDhlVNIjjqQDSAsyEgnuWaAfvXQ_p3PcNR5rX3OYgl-CQjkQ2wtshsgPBtzfg_JesXN6Yv0tjKwuDJRg19atUvKb5ZPl3zYKUKJ3GxAYLV5qjaSXIVE_uuxxrL0BI8cIOSDTJIh7jJc90bR4z2_co_qB75EQXVlTH5F6u_Lq-zxTibxJrjNFfy3rLlEa3HLttri940PD5SVvZ7L1VTxu32w==> 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/AAD-2TUXxJGJtVCse8NAN0wq9AwoF6TbqC15origT1isHDN3ET-bilqgG3mR4B_Kn294ga8_dfphx9YYvl6SpZKpKgdrCGsu8hFR5zglEo_lhMbpLsREP2lFfL7kHyomIvwG9SSkRycIGnRZzWwWIPw3OJrI-iTqhLHJ5SjlRm2THekATAE0czoRNpWRB_Vz_Sm9stbptrvQHsA_iBrCFfO5GNWHPMG3PpQiP1DWQBzGTQ0Nm_rinFybN6JwfvTsqzgT5LOBQPVSBWKvq3w4k4Z-uf5Q126GDAQpLtIgn56EowC1KME33BKrk1ei9cklNMXaD9eDeL8Qhhs_K9ZUmh0Ocrk=>. Items shipped Mini Leather Longchamp Bag - Smoke · Smoke · Qty 1 Mini Leather Longchamp Bag - Cream · Cream · Qty 1 Mini Leather Longchamp Bag - Noir · Noir · Qty 1 Order number #2712 Shipping to Shuyuan Zhang Bristol, 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/AAAz-3cmFp6VMlN8sCiECUd9AHLHlbWWzO5sbwDNpS59aH2OC59rUwu1lT5Y56ztm7AMsV3Q7nXtOyj1R8oLWFe8o4-xPO_JkmrluctPrDl-jSkwTgTSFyLm525XNBdDf1gWqu5zfqpukQkNEQU4J1ggBv9bkC5B374yQwjTGBjWMdzTsRIqscceslsujBNbufa7qe_ZZuVE1ZZpri2Ey05EEO-_78h3MM1OVa8NkdVIrDLR8cS2e5DojjEQMEOghsQN1TmBpiC_P2LB3DHFN0wttGSayIsCZPyBfhMoFmtTdTgRtrOPJ5HUulM_Sw5Yb5i7RUThQU5yPR0=> ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of

Dear Anna, Thank you for the clear update and for taking this forward with your fulfillment partner. I really appreciate your help, and I hope both orders can still be stopped before they are collected and enter the delivery process. I would be grateful if you could continue to follow this up as actively as possible. Hopefully everything can be resolved smoothly, and I look forward to hearing from you once there is a confirmed outcome. Regards, Lucia ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 21 July 2026 21:42 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: Re: A shipment from order #2712 is on the way CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. Hi Lucia, Thank you for following up, and I'm sorry for the wait -- I know this is now your third message asking for a clear answer, and you deserve one. Here's exactly where both orders stand right now. #2710 and #2712 do show as fulfilled on our end, which means shipping labels have been created for them (tracking YT2620100701373197 for #2710, YT2620100701572269 for #2712). However, when I check the actual tracking for both, neither one shows any pickup scan from the courier yet -- so as of right now, neither parcel has actually been collected or started moving. That's genuinely encouraging for what you're asking: while the labels exist, there's still a real chance we can catch and stop both orders before they leave. I want to be straightforward with you rather than tell you what you want to hear: I can't confirm either cancellation is done, because it isn't yet. I'm requesting the stop with our fulfillment partner right now for both #2710 and #2712, and I'll come back to you the moment I hear whether they were able to catch them in time. If they can be stopped, you'll receive a full refund on both orders -- no question. If either parcel has already physically left by the time they check, I'll tell you honestly and we'll sort out the best way forward together. One more thing worth flagging: if you received an automatic "on the way" notification for #2712, that was only our system's own message triggered when the label was created -- it isn't proof the parcel is actually moving. The tracking itself still shows no courier scan, so please don't take that email as confirmation it has shipped. I know this isn't the instant "yes, cancelled" you were hoping for, but I'd rather be honest about where things stand than promise something I can't yet guarantee. I'll be back in touch as soon as I have an answer. Warm regards, Anna Customer Care Team Marlow London ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

[like] Lu CHEN reacted to your message: ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 21 July 2026 14:57:37 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: Re: A shipment from order #2712 is on the way CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. Hi Lucia, Thank you so much for your patience and understanding, I really appreciate it. Just to reassure you, I am continuing to actively chase this up with our fulfillment partner for both order 2710 and order 2712 right now. Nothing has changed on the tracking since my last update, both are still showing as label created only, with no pickup scan from the courier yet, so there is still a genuine chance we can catch them before they are collected. As soon as I have a confirmed answer either way, I will come straight back to you. Thank you again for bearing with me on this. Warm regards, Anna Customer Care Team Marlow London ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

Dear Anna, Thank you for your updates regarding orders #2710 and #2712. As I received the same proposed options for both orders, I am responding to them together in this email. I do not accept the proposed 30% partial refund for either order. There is no reasonable basis for me to accept only a partial refund when I requested the cancellation of both orders less than one hour after placing them. According to the tracking information currently available to me, neither parcel appears to have been physically collected by the courier or to have entered actual transit. The tracking only shows that the shipping information has been received, which is not the same as a confirmed courier pickup or dispatch. I therefore do not accept either of the options as currently presented. If you are saying that I must wait for the parcels to arrive and then return them, please first clarify who would be responsible for the return shipping costs. I should not be required to cover these costs when I requested cancellation almost immediately after placing the orders and before any confirmed courier collection. Given the current tracking status of both orders, I ask that you urgently contact your fulfillment partner and the courier to intercept both parcels and have them returned to the sender before delivery. Please then issue a full refund for both orders to my original payment method. Please continue to pursue the interception of orders #2710 and #2712 actively and confirm the outcome as soon as possible. Thanks! Kind regards, Lucia ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 22 July 2026 03:45 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: RE: A shipment from order #2712 is on the way CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. Hi Lucia, I'm so sorry, we were not able to cancel order 2712 in time, it has now gone out with the courier. I have talked to the higher-ups and we can handle a 30% cashback (£39.56) back to your original payment method without needing to stop the order or arrange a return, does this interest you? Or would you rather wait until it arrives and send it back for a full refund instead, entirely your call. Just let me know which you would prefer and I will get it moving straight away. Warm regards, Anna Customer Care Team Marlow London ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

Dear Anna, I am following up regarding orders #2710 and #2712, as another two days have passed and I have not yet received any further update. The tracking information for both parcels still appears to show no courier pickup or movement. Could you please let me know whether your fulfillment partner has been able to stop the orders? As mentioned in my previous email, I requested the cancellation of both orders less than one hour after placing them. Given that there is still no visible pickup scan, I would be grateful if you could continue to pursue the interception of both parcels and arrange a full refund to my original payment method. Please let me know the current status when you have an update. Thank you again for your help. Regards, Lucia ________________________________ From: Lu CHEN <luciachen@hkbu.edu.hk> Sent: Wednesday, 22 July 2026 04:03 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: A shipment from order #2712 is on the way Dear Anna, Thank you for your updates regarding orders #2710 and #2712. As I received the same proposed options for both orders, I am responding to them together in this email. I do not accept the proposed 30% partial refund for either order. There is no reasonable basis for me to accept only a partial refund when I requested the cancellation of both orders less than one hour after placing them. According to the tracking information currently available to me, neither parcel appears to have been physically collected by the courier or to have entered actual transit. The tracking only shows that the shipping information has been received, which is not the same as a confirmed courier pickup or dispatch. I therefore do not accept either of the options as currently presented. If you are saying that I must wait for the parcels to arrive and then return them, please first clarify who would be responsible for the return shipping costs. I should not be required to cover these costs when I requested cancellation almost immediately after placing the orders and before any confirmed courier collection. Given the current tracking status of both orders, I ask that you urgently contact your fulfillment partner and the courier to intercept both parcels and have them returned to the sender before delivery. Please then issue a full refund for both orders to my original payment method. Please continue to pursue the interception of orders #2710 and #2712 actively and confirm the outcome as soon as possible. Thanks! Kind regards, Lucia ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 22 July 2026 03:45 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: RE: A shipment from order #2712 is on the way CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. Hi Lucia, I'm so sorry, we were not able to cancel order 2712 in time, it has now gone out with the courier. I have talked to the higher-ups and we can handle a 30% cashback (£39.56) back to your original payment method without needing to stop the order or arrange a return, does this interest you? Or would you rather wait until it arrives and send it back for a full refund instead, entirely your call. Just let me know which you would prefer and I will get it moving straight away. Warm regards, Anna Customer Care Team Marlow London ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the

Dear Anna, Thank you for checking the tracking information again. To be clear, I will not accept a 30% partial refund under any circumstances. My request has always been for both orders to be cancelled and refunded in full. I also hope this matter can now be resolved without further back-and-forth. As neither parcel has received a courier pickup scan and both remain at “information received,” I believe confirming their actual status with the fulfillment partner and arranging the full refunds should not take more time than the repeated email exchanges we have already had. I am therefore struggling to understand why the process remains stuck at this stage. Nevertheless, I appreciate your continued assistance and would be grateful if you could obtain a definitive answer and resolve both orders as soon as possible. I look forward to receiving confirmation that orders #2710 and #2712 have been stopped and that full refunds have been initiated. Tnx! Best, Lucia ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Saturday, 25 July 2026 06:29 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: Re: A shipment from order #2712 is on the way CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. Hi Lucia, Thank you for following up again, and I am sorry for the mixed signals you have had from us on this. You are right to flag it. When I check the tracking for both orders again right now, neither 2710 nor 2712 shows a courier pickup scan yet, both are still sitting at information received only. That does not line up with what I told you earlier about them having gone out with the courier, and I am sorry for the confusion that caused you. Because of that mismatch, I do not want to repeat something I cannot fully stand behind. I am going back to our fulfillment partner directly right now to get a clear, confirmed answer on whether either parcel can genuinely still be stopped before it is collected, for both order 2710 and order 2712. In the meantime, the 30 percent cashback I mentioned is still available to you immediately if you would like it, 52.75 pounds on order 2710 and 39.56 pounds on order 2712, with nothing further needed from you. If you would rather wait for a definitive answer on stopping both orders for a full refund instead, that is completely your call, and I will come back to you the moment I have a confirmed outcome. Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you. Warm regards, Anna Customer Care Team Marlow London ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

Hi Anna, I am following up again regarding orders #2710 and #2712. It has now been approximately three days, including the weekend, since my last email, and I have not received any further response. The tracking information for both orders also remains unchanged. Neither parcel shows a courier pickup scan or any evidence that it has entered actual transit. Since you previously said that you were contacting the fulfillment partner directly to obtain a confirmed answer, could you please let me know what they have said and what action has now been taken? As I have already made clear, I will not accept the 30% cashback option. I am requesting the cancellation of both orders and a full refund to my original payment method. I appreciate that the weekend may have affected response times, but this matter has already involved several rounds of correspondence without a definite outcome. Given that there is still no indication that either parcel has been collected, I would be grateful if you could resolve this directly with the fulfillment partner and confirm the cancellation and full refunds as soon as possible. Thank you for your continued assistance. I look forward to receiving a clear update shortly. Best, Lucia ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

Dear Marlow, Thank you very much for resolving this and for processing the full refunds for both orders. I have not yet received the refunds in my account, but I understand that they may take 3–5 business days to appear. I will keep checking, and I will contact you again if the refunds have not arrived after that period. Thank you again for your help. Regards, Lucia ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 29 July 2026 21:50 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: Re: Further Follow-up on Orders #2710 and #2712 CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. Dear Lucia, I owe you a sincere apology, and I am writing to you personally because this situation has dragged on far too long and you deserve better. You are absolutely right. The tracking for both orders #2710 and #2712 still shows no courier pickup scan - they remain at information received only, exactly as you said. You made a valid cancellation request within one hour of placing these orders, and you have been extraordinarily patient while we gave you contradictory information and repeatedly offered you a partial refund you clearly did not want and did not deserve. I am not going to ask you to wait any longer or negotiate any further. You have been crystal clear about what you need, and you are right to need it. I have processed a full refund for both orders to your original payment method. Both refunds are in motion now and should appear in your account within 3 to 5 business days, depending on your bank. You do not need to do anything further, and you can disregard any shipping notifications. I am genuinely sorry for how this has been handled. You deserved a faster resolution from the moment you first asked to cancel, and we failed you on that. That is our responsibility entirely. Thank you for your patience and for being so clear about what you needed. If there is anything else I can help with, please just reply to this email. Warm regards, Marlow Marlow London ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

[like] Lu CHEN reacted to your message: ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 30 July 2026 15:56:00 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: Re: Further Follow-up on Orders #2710 and #2712 CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. Dear Lucia, Thank you for your patience, and I'm glad we could get this resolved for you. The refunds will appear within 3 to 5 business days depending on your bank. If they haven't shown up after that window, just let me know and I'll look into it straight away. Again, I'm truly sorry it took so long. You handled this with remarkable patience. Warm regards, Marlow Marlow London ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.

Dear Marlow, Thank you again for arranging the refunds. I checked my card statement today and can see that I have received two refunds of £131.88, relating to orders #2710 and #2712. However, when I placed order #2710, the website offered me the option to add another item to the order, and I made an additional payment of £43.96. I have not received a refund for this amount. Could you please check whether this additional payment was included in the refund process? It appears that the £43.96 refund may have been overlooked. Please ensure that this amount is also refunded to my original payment method. I would appreciate it if you could confirm once this has been checked and processed. Best, Lucia Get Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 30 July 2026 23:56:00 To: Lu CHEN <luciachen@hkbu.edu.hk> Subject: Re: Further Follow-up on Orders #2710 and #2712 CAUTION! EXTERNAL EMAIL (not being sent from @hkbu email system): Do not click links, open attachments, or respond to it unless you trust the email source/verify the identity of the sender by other means. Dear Lucia, Thank you for your patience, and I'm glad we could get this resolved for you. The refunds will appear within 3 to 5 business days depending on your bank. If they haven't shown up after that window, just let me know and I'll look into it straight away. Again, I'm truly sorry it took so long. You handled this with remarkable patience. Warm regards, Marlow Marlow London ------------------------------------------------------------------------------ Disclaimer This message (including any attachments) may contain confidential information intended for a specific individual and/or purpose. If you are not the intended recipient, please delete this message and notify the sender and the University immediately. Any disclosure, copying, or distribution of this message, or the taking of any action based on it, is prohibited as it may be unlawful. In addition, the University specifically denies any responsibility for the accuracy or quality of information obtained through University E-mail Facilities. Any views and opinions expressed in the email(s) are those of the author(s), and do not necessarily represent the views and opinions of the University. The University accepts no liability whatsoever for any loss or damage that may be incurred or caused to any party as a result of the use of such information.