cs.gohigherlevel

← back to queue

Case #797 — Marlow London

mark.colley@me.com · order 3055 · state imported · label none yet · rung 0

Facts

New customer message on 23 July 2026 at 20:38
open
not set
2026-07-23 19:40:36
—
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 #2088 · action=reply · 2026-07-29 12:27:45 · dry-run

Hi Mark, That's brilliant - I'm so glad you went ahead with it! I hope you absolutely love the tote. Your order is on its way to you now, and you can track it here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484946670YQ Thank you so much for getting in touch before you ordered - it's great to help customers feel confident. Enjoy! Warm regards, Anna Customer Care Team Marlow London

Reasoning: Customer confirms purchase with positive feedback - a thank-you message requiring a warm acknowledgement and order confirmation.

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 mark.colley@me.com → support@marlow-london.com customer 2026-07-23 19:40:36
You received a new message from your online store's contact form. Country Code: GB Name: Mark Colley Email: mark.colley@me.com Body: Hi looking at buying the LONGCHAMP LE PLIAGE TOTE - EBONY. Is this bag brown as per the picture or is it black as per the title “EBONY” thank you for your time, if brown I would like to purchase before it goes off sale :) kind regards Mark
out support@marlow-london.com → mark.colley@me.com tool 2026-07-29 12:20:08
Hi Mark, Thank you for reaching out, and for checking with us before you order, I really appreciate that. I would rather give you an honest answer than a guess on something you are about to buy. Looking at what we hold on the Longchamp Le Pliage Tote in Ebony, I cannot confirm with full certainty from here whether it reads as a warm brown or a true black in person, and I do not want to risk you being surprised when it arrives. The truest way to judge the shade is the photos on the listing itself, so please do have a look here: https://marlow-london.com/ I am sorry I cannot give you a firmer answer on this occasion. If it would help, let me know and I will see if there is any further detail we can find on the exact shade before you decide. Warm regards, Anna Customer Care Team Marlow London
in mark.colley@me.com → support@marlow-london.com customer 2026-07-29 12:27:02
No worries Anna, I’ve bought it anyhow I think it’s a very dark brown :) Order # 3055 Kind regards Mark > On 29 Jul 2026, at 13:20, support@marlow-london.com wrote: > Hi Mark, > > Thank you for reaching out, and for checking with us before you order, I really appreciate that. > > I would rather give you an honest answer than a guess on something you are about to buy. Looking at what we hold on the Longchamp Le Pliage Tote in Ebony, I cannot confirm with full certainty from here whether it reads as a warm brown or a true black in person, and I do not want to risk you being surprised when it arrives. > > The truest way to judge the shade is the photos on the listing itself, so please do have a look here: https://marlow-london.com/ > > I am sorry I cannot give you a firmer answer on this occasion. If it would help, let me know and I will see if there is any further detail we can find on the exact shade before you decide. > > Warm regards, > Anna > Customer Care Team > Marlow London
out support@marlow-london.com → mark.colley@me.com tool 2026-07-29 14:05:28
Hi Mark, That's brilliant - I'm so glad you went ahead with it! I hope you absolutely love the tote. Your order is on its way to you now, and you can track it here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484946670YQ Thank you so much for getting in touch before you ordered - it's great to help customers feel confident. Enjoy! Warm regards, Anna Customer Care Team Marlow London