Case #801 — Marlow London
leah.s4422@hotmail.com · order 2761 · state imported · label none yet · rung 0
Facts
Order cancellation request
open
not set
2026-07-24 00:52:18
—
2026-08-14 19:30:08
Engine shadow decision
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Latest draft
from decision #2719 · action=reply · 2026-08-02 22:35:49 · dry-run
I am so sorry. You requested to cancel your order on 24 July, I promised to check on whether we could stop it before it shipped, and then I completely failed to follow up with you for nearly two weeks. This is unacceptable, and you are completely right to be frustrated.
The order has now shipped despite your cancellation request. You did exactly the right thing by asking to cancel before it left, and we should have honoured that immediately and got back to you straight away - but we did neither.
You are entitled to your full refund. I am processing it now to your original payment method, and it will land within 3 to 5 business days. There is nothing you need to do or send back - you do not need to return the items when they arrive.
Your tracking information is here if you want to follow it: https://marlow-london.com/apps/parcelpanel?nums=YT2620200700781372
I am genuinely sorry for letting you down so badly on this.
Warm regards,
Marlow
Reasoning: [re-run vs new playbook 2026-08-02] Full refund for pre-shipment cancellation request that shipped anyway; mandatory apology structure (Marlow voice) per RULE: marlow-play-must-open-with-apology and RULE: pre-delivery-refund-request-defeats-the-ladder.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 100% of order #2761 = £131.88 (order total £131.88, already refunded £0.00, NET AVAILABLE £131.88) to the original payment method (sh | 2026-08-02 13:34:14 |
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Full thread
Hello,
I hope this finds you well.
I would like to cancel an order for three products that I have purchased from your store. As of now they have not yet been dispatched. Please find my details below:
Order Number: 2761
Tracking number: YT2620200700781372
Product Names: Mini Leather Longchamp bag, Longchamp Le Pliage Tote - Navy, Longchamp Le Pliage Tote - Black
Date of Purchase: 20/06/2026
Please do not hesitate to contact me via this email should you need any additional information for processing the refund.
Kind Regards
Hi there,
Thank you for reaching out, and I'm sorry to hear you'd like to cancel order 2761.
I've just checked, and your order currently shows as "information received" with the courier, which means it has not yet been collected for dispatch. I'm checking right now on our end whether we can still stop it before it ships. I'll come back to you the moment I know more, and if we can catch it in time, your full refund will be processed right away.
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
Hello,
I am writing to follow up on an email I
sent on 24/07/26 requesting the cancellation of my order and a refund. A staff member sent me an email in response saying that this matter would be resolved, however I have yet to receive the product nor has the refund been processed.
I would appreciate it if you looked into the matter urgently as it has been 13 days since my purchase.
Find my details below:
Order Number: 2761
Tracking number: YT2620200700781372
Products purchased: Mini Leather Longchamp bag, Longchamp Le Pliage Tote - Navy, Longchamp Le Pliage Tote - Black
Date of Purchase: 20/06/2026
Kind Regards
Hi there,
I am so sorry, I was not able to stop it in time, and I should have come back to you long before now - that was wrong of us.
Would you like to go ahead with the refund?
Warm regards,
Anna
Customer Care Team
Marlow London
I am so sorry. You requested to cancel your order on 24 July, I promised to check on whether we could stop it before it shipped, and then I completely failed to follow up with you for nearly two weeks. This is unacceptable, and you are completely right to be frustrated.
The order has now shipped despite your cancellation request. You did exactly the right thing by asking to cancel before it left, and we should have honoured that immediately and got back to you straight away - but we did neither.
You are entitled to your full refund. I am processing it now to your original payment method, and it will land within 3 to 5 business days. There is nothing you need to do or send back - you do not need to return the items when they arrive.
Your tracking information is here if you want to follow it: https://marlow-london.com/apps/parcelpanel?nums=YT2620200700781372
I am genuinely sorry for letting you down so badly on this.
Warm regards,
Marlow