Case #764 — Marlow London
watsonphoebe44@gmail.com · order 2418 · state imported · label none yet · rung 0
Facts
New customer message on 23 July 2026 at 05:34
open
not set
2026-07-23 04:35:36
—
2026-08-14 19:30:08
Engine shadow decision
| id | 341 |
|---|---|
| thread_key | <E1020004-18C4D11CE302D7F8-48FE1C3E@shopify.com> |
| store_id | marlow |
| message_id | 5060 |
| case_id | 764 |
| label | OFF_SCRIPT |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2418", "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 | Hi Phoebe, Thank you for reaching out, and I'm really sorry to hear order #2418 arrived so late that it got in the way of your holiday plans. That's a genuinely frustrating way for a trip to go, and I understand why you're upset. I'm personally looking into your order now to understand what happened here. Thank you for your patience while I do that. Warmly, Anna |
| actual_action | reply |
| actual_text | Hi Phoebe, I am so sorry. I completely understand how much it means to have things ready for time with your family, and it breaks my heart to hear that the delay meant you missed out on activities during your holiday. That is not the experience we want you to have with us, and I am truly sorry for the disappointment and stress this has caused. I can see that order 2418 has now arrived. As I ment |
| agreed | 0 |
| latency_ms | 7243 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:01:02 |
Latest draft
from decision #3230 · action=reply · 2026-08-06 17:33:16 · dry-run
Hi Phoebe,
I am so sorry. I completely understand how much it means to have things ready for time with your family, and it breaks my heart to hear that the delay meant you missed out on activities during your holiday. That is not the experience we want you to have with us, and I am truly sorry for the disappointment and stress this has caused.
I can see that order 2418 has now arrived. As I mentioned when we last spoke, I wanted to make things right once it reached you, so I am now putting through the 10 percent cashback I promised, back to your original payment method. This should land within 3 to 5 business days.
I am so sorry we let you down on this occasion, and I completely understand your frustration. If there is anything else at all I can help with, please do let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order 2418 has now arrived, so honoring the previously promised 10% cashback per the calming-an-upset-customer mechanic; attaching refund_percent for operator execution rather than claiming it as already done.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 10% of order #2418 = £4.00 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopify | 2026-08-06 17:33:16 |
Case events
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Phoebe Watson
Email:
watsonphoebe44@gmail.com
Body:
I purchased my order a while back,I haven't heard
anything I purchased this one so I could go on holiday and have a
swim but nothing has shown up after being told it should be 2
days.Youve taken my money but still no parcel.Its ruined my
holiday.Where the hell is my parcel??
Hi Phoebe,
I am so sorry to read this. I can only imagine how frustrating it is to have this planned around your holiday and swim, and to still be waiting with nothing to show for it. That is genuinely not good enough, and I am sorry for the stress and disappointment this has caused.
I have just checked order 2418 for you directly. Right now the tracking shows your parcel is still at the very first stage with the courier, meaning it has not moved on from there yet. I know that is frustrating to hear, especially given the timing, and I do not want to sugarcoat it.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002990127825CN
I am sorry we did not get this to you in time. As a genuine apology for the wait and the disappointment, here is a code for money off your next order: STORECREDIT15
I will keep a close eye on this for you and come straight back to you the moment there is any real update. If it has not moved on again in the next few days, please come back to me and I will look into it further straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
This still hasnt had any real update,I'm very upset with this service and
would like a refund or compensation please.
Many thanks
On Thu, 23 Jul 2026, 11:49 , <support@marlow-london.com> wrote:
> Hi Phoebe,
>
> I am so sorry to read this. I can only imagine how frustrating it is to
> have this planned around your holiday and swim, and to still be waiting
> with nothing to show for it. That is genuinely not good enough, and I am
> sorry for the stress and disappointment this has caused.
>
> I have just checked order 2418 for you directly. Right now the tracking
> shows your parcel is still at the very first stage with the courier,
> meaning it has not moved on from there yet. I know that is frustrating to
> hear, especially given the timing, and I do not want to sugarcoat it.
>
> You can follow it here:
> https://marlow-london.com/apps/parcelpanel?nums=4PX3002990127825CN
>
> I am sorry we did not get this to you in time. As a genuine apology for
> the wait and the disappointment, here is a code for money off your next
> order: STORECREDIT15
>
> I will keep a close eye on this for you and come straight back to you the
> moment there is any real update. If it has not moved on again in the next
> few days, please come back to me and I will look into it further straight
> away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Phoebe Watson
Email:
watsonphoebe44@gmail.com
Body:
4PX3002990127825CN
This still hasn't had any movement on it,it's being moved to a
warehouse that's it.Im starting to think I've been scammed,I
would like a refund or some compensation for this,I'm truly
distressed and disappointed
Hi Phoebe,
I am genuinely sorry your holiday has been missed because of this delay. I can completely understand how frustrating and disappointing this is, and I do want to help make this right where I can.
I have just checked your tracking again, and I have some really good news for you: your parcel has now been picked up by the courier and is in transit to you. Since we last checked, it has moved on and is now on its way. I know that does not undo the holiday, but it is actively moving and getting closer to you now.
I do understand why you have asked for a refund, and I genuinely wish I could give you one right now. Unfortunately, because your parcel is already in transit with the courier, I am not able to refund it from our end. Once an order has left our warehouse and is on its way, we cannot stop it or cancel it - it is genuinely out of our hands at that point.
What I can do is this. I gave you a code for money off your next order - STORECREDIT15. And as a sincere apology for the missed holiday and all the stress this has caused, I would also like to offer you a 10 percent cashback once your order arrives safely with you. It is not the same as getting the money back now, but I hope it makes a real difference.
Your parcel should arrive within about 7 to 12 days now. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002990127825CN
I am genuinely sorry this did not come in time for your holiday. Please do let me know if there is anything else I can do to help.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Phoebe Watson
Email:
watsonphoebe44@gmail.com
Body:
Order number #2418 has arrived today after such a long
wait which meant I missed out on family activities on holiday.I
am so unhappy with this and would like some compensation as I am
truly hurt but this and won't be using the company again