Case #783 — Marlow London
jemimaspender@icloud.com · order 2343 · state imported · label none yet · rung 0
Facts
Order #2343 confirmed
open
not set
2026-07-23 13:57:49
—
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 #2647 · action=reply · 2026-08-02 20:48:43 · dry-run
Hi Jemima,
That's wonderful, thank you for confirming the bag has arrived! I've applied the 10% cashback to your original payment method as promised - it should land within 3 to 5 business days.
Again, I'm so sorry the wait was so long. I hope you enjoy the bag.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: [re-run vs new playbook 2026-08-02] Customer confirms delivery and explicitly accepts the 10% cashback offer we made; executing refund per auto-execute rule.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund 10% of order #2343 = £5.50 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method (shopify | 2026-07-31 11:45:22 |
Case events
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Full thread
Hello, Can you provide me with an update on my order please as it was expected to be delivered long before now. Regards, Jemima Spender Sent from my iPhone On 15 Jul 2026, at 14:01, MARLOW LONDON <support@marlow-london.com> wrote:
Order confirmation
Order confirmed
Thank you, Jemima
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
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Order number
#2343
Order summary
LONGCHAMP LE PLIAGE TOTE - BLACK - Black Black · Qty 1
£54.95
Subtotal
£54.95
Shipping
£0.00
Total
£54.95
Shipping to
Jemima Isabella Forde Spender Jemima Isabella Forde Spender 12, Oakland Drive SA10 7ED Bryncoch United Kingdom
Payment
Shopify payments
View order
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Hi there,
Good news, order 2343 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700119542
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello,
It was ordered on 15th July and was said it had next day delivery. That was 8 days ago. Can you let me know when it will arrive or if I can get a refund as I needed it last week.
Regards,
Jemima Spender
Sent from my iPhone
> On 23 Jul 2026, at 15:58, support@marlow-london.com wrote:
>
> Hi there,
>
> Good news, order 2343 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
>
> You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700119542
>
> If it's still stuck after about a week, let me know and I'll look into it further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Jemima,
I'm so sorry, this really isn't the experience we want you to have, especially when you needed this for last week.
I can see your order 2343 was placed on 15 July. Right now the tracking shows "information received", which means the courier has your parcel's details and it's being prepared for its first pickup scan. I know that's not the update you were hoping for, and I completely understand the frustration that it's taking this long. Our current sale has meant a much higher volume of orders than usual, so shipping times have increased and some parcels are moving a little slower between hubs than normal at the moment. From here we would still expect it to arrive within about 7 to 12 days.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700119542
As the order hasn't arrived yet, I'm not able to process a refund for it at this stage, I hope you understand. What I can do is promise that once it lands with you, I will apply a 10 percent cashback to your original payment method as an apology for how long this has taken. Just reply to let me know once it has arrived and I will get that sorted straight away for you.
I'm really sorry again for the wait and for the mix up around delivery times, and thank you so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
The bag has arrived if you can apply the 10% cashback to my original payment method.
Kind regards,
Jemima Spender
Sent from my iPhone
> On 24 Jul 2026, at 16:19, support@marlow-london.com wrote:
>
> Hi Jemima,
>
> I'm so sorry, this really isn't the experience we want you to have, especially when you needed this for last week.
>
> I can see your order 2343 was placed on 15 July. Right now the tracking shows "information received", which means the courier has your parcel's details and it's being prepared for its first pickup scan. I know that's not the update you were hoping for, and I completely understand the frustration that it's taking this long. Our current sale has meant a much higher volume of orders than usual, so shipping times have increased and some parcels are moving a little slower between hubs than normal at the moment. From here we would still expect it to arrive within about 7 to 12 days.
>
> You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700119542
>
> As the order hasn't arrived yet, I'm not able to process a refund for it at this stage, I hope you understand. What I can do is promise that once it lands with you, I will apply a 10 percent cashback to your original payment method as an apology for how long this has taken. Just reply to let me know once it has arrived and I will get that sorted straight away for you.
>
> I'm really sorry again for the wait and for the mix up around delivery times, and thank you so much for your patience.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Jemima,
That's wonderful, thank you for confirming the bag has arrived! I've applied the 10% cashback to your original payment method as promised - it should land within 3 to 5 business days.
Again, I'm so sorry the wait was so long. I hope you enjoy the bag.
Warm regards,
Anna
Customer Care Team
Marlow London