Case #751 — Marlow London
suzanneminson@gmail.com · order 2088 · state imported · label none yet · rung 0
Facts
New customer message on 22 July 2026 at 16:43
open
not set
2026-07-22 15:43:28
—
2026-08-14 19:30:08
Engine shadow decision
| id | 224 |
|---|---|
| thread_key | <E1020004-18C4A70533164D7C-D947436E@shopify.com> |
| store_id | marlow |
| message_id | 4925 |
| case_id | 751 |
| label | ASKS_REPLACEMENT |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2088", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | OFFER_REPLACEMENT |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 1 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Good morning Suzanne, I'm so sorry for the run around you've had with Evri, that sounds genuinely frustrating, especially after two weeks of trying to get through to them. Please don't worry about paying again or sending any bank details, we won't be asking you for that. Since the parcel has been confirmed lost, I'll get a replacement sent out to you free of charge, no e |
| actual_action | reply |
| actual_text | Hi Suzanne, I am so sorry for what you have been through with this, and I can completely understand why you have lost hope after spending the last two weeks trying to get through to Evri. Let me be straight with you: this is our fault to fix. The parcel was sent to the wrong address because of an error on our end. You tried to correct it and did everything right, but that email went to a no-repl |
| agreed | 1 |
| latency_ms | 8052 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:41:57 |
Latest draft
from decision #3113 · action=reply · 2026-08-05 10:05:11 · dry-run
Hi Suzanne,
I am so sorry for what you have been through with this, and I can completely understand why you have lost hope after spending the last two weeks trying to get through to Evri.
Let me be straight with you: this is our fault to fix. The parcel was sent to the wrong address because of an error on our end. You tried to correct it and did everything right, but that email went to a no-reply address and it was too late. Then losing it in transit on top of that - I genuinely am very sorry.
You should absolutely not have to pay for these items again. You have already paid once, and I am not going to ask you to pay a second time for our mistake.
I am arranging for us to send you a brand new set of both Edith tees - one in blue and one in white, UK 12-14 - completely free to your correct address at 7 Leven Grove, Goonhavern, Truro, TR4 9GQ. There is nothing for you to pay and nothing for you to send back.
I am getting this moving for you right now. I am so sorry for the time and frustration this has caused you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Lost parcel due to initial address error on our fulfillment side. Customer made extensive (2 weeks) good-faith efforts to redirect with Evri but was unable to reach them. Courier lost parcel. Offering free replacement to correct address with no payment required from customer.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| send_manufacturer_message | executed | Post to #replacement-products in the WINWIN SUPPLIER Discord server: [Marlow London] REPLACEMENT ITEM FOR ORDER NR#2088 ADRESS: 7 Leven Gro | 2026-08-05 10:05:11 |
Case events
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Suzanne Minson
Email:
suzanneminson@gmail.com
Body:
I have been notified that Evri are expecting my parcel.
When I looked at the details the delivery address is wrong . It
should be 7 leven Grove Goonhavern Truro TR4 9GQ not Carbis bay
TR26 2PH. Are you able to rectify this please
Hi Suzanne,
Thanks for reaching out, and I am sorry for the mix up with your delivery address.
I have had a look and I can see your order 2088 has already been dispatched and is on its way, so unfortunately I am not able to update the address in our system at this stage.
The best route now is to contact Evri directly with your tracking number, 4PX3002979303523CN, and ask them to redirect the delivery to your correct address, 7 Leven Grove, Goonhavern, Truro, TR4 9GQ. Couriers can very often amend the delivery address once a parcel is in their network, even if we are not able to do it from our end.
You can follow the parcel here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002979303523CN
Alternatively, if the redirect does not work out with them, I would be happy to arrange a completely free replacement sent directly to your new address instead, just let me know if you would like that and I will get it moving.
I am sorry for the inconvenience, and please do let me know how you get on with Evri.
Warm regards,
Anna
Customer Care Team
Marlow London
Good morning Anna,
I have been trying to contact Evri for the last two weeks to get this
parcel delivered to correct address. I am unable to speak to them on the
phone as the only option you are given is track a parcel! I have tried to
start a chat but that doesn't work at all just a blank screen .I have also
emailed customer concerns and although I have had replies they finally told
me the parcel was lost.
I got an email to say Matt would be delivering it but I knew Matt delivered
to my old address so sent an email giving the correct address only to find
that it went to a no reply address.
I have now lost hope would you like to replace the items and charge me
again please . Correct address is
Suzanne minson
7 Levan Grove
Goonhavern
Truro
TR4 9GQ
If you forward your bank details yo me I will pay by return as G pay still
has wrong address
Kind Regards
Suzanne Minson
On Wed, 22 Jul 2026, 19:58 , <support@marlow-london.com> wrote:
> Hi Suzanne,
>
> Thanks for reaching out, and I am sorry for the mix up with your delivery
> address.
>
> I have had a look and I can see your order 2088 has already been
> dispatched and is on its way, so unfortunately I am not able to update the
> address in our system at this stage.
>
> The best route now is to contact Evri directly with your tracking number,
> 4PX3002979303523CN, and ask them to redirect the delivery to your correct
> address, 7 Leven Grove, Goonhavern, Truro, TR4 9GQ. Couriers can very often
> amend the delivery address once a parcel is in their network, even if we
> are not able to do it from our end.
>
> You can follow the parcel here:
> https://marlow-london.com/apps/parcelpanel?nums=4PX3002979303523CN
>
> Alternatively, if the redirect does not work out with them, I would be
> happy to arrange a completely free replacement sent directly to your new
> address instead, just let me know if you would like that and I will get it
> moving.
>
> I am sorry for the inconvenience, and please do let me know how you get on
> with Evri.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>