Case #804 — Marlow London
debby.ward63@gmail.com · order 1733 · state imported · label none yet · rung 0
Facts
A shipment from order #1733 is on the way
open
not set
2026-07-24 04:04:05
—
2026-08-14 19:30:08
Engine shadow decision
| id | 276 |
|---|---|
| thread_key | <CACP_gBuTRcEhxT7oF6d3ATyCKG9wcNZPvmUGNBBQMmpgKV96Rw@mail.gmail.com> |
| store_id | marlow |
| message_id | 4983 |
| case_id | 804 |
| label | ACCEPTS_OFFER |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "1733", "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 Debby, Thank you for your kind message, it made our day. A member of our team is personally looking into your order, so you're in good hands. Warmly, Anna |
| actual_action | reply |
| actual_text | Hi Deborah, You're very welcome. I'm glad we could sort that out for you. I hope you still had a lovely time on your holiday, and please don't hesitate to reach out if you need anything else. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 6972 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:50:20 |
Latest draft
from decision #3165 · action=reply · 2026-08-05 20:44:46 · dry-run
Hi Deborah,
You're very welcome. I'm glad we could sort that out for you.
I hope you still had a lovely time on your holiday, and please don't hesitate to reach out if you need anything else.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer simply thanked us after her refund was confirmed; a brief warm acknowledgement closes the thread with nothing further to action.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund £39.95 on #1733 | 2026-08-03 12:54:04 |
Case events
No case events logged yet.
Full thread
I still haven't received my order, can you confirm it has been shipped?
Kind regards
Debby Ward
On Sat, 4 Jul 2026, 16:05 MARLOW LONDON, <support@marlow-london.com> wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AAAqYZP_JwbHhllC9QWz5mTgtLWSJXXKIS66_1LY95ucZugd4RsOKqrEQOXUPCX83IxNrxWGdTFLz7zY_JW5ufHcu_OaxXPdWzI8h4YpOnPOVOoxZDZWGa4mN1vyfWktriZ25KtQ7CqftURlSdFubvoB-vqhypRQYDF0oz-BNfOZ_YGKb8ukF8Wq-Ksa9LX6i_bVKwqGa_7RrJspB7tABL47AXh147wwFt-NMBjBJQ2VjSg3p-s7J2SQ2lIDaN6zT0OSVBH_p_3E4lDSlzL41npYmysGVfbUg3QqjPlcqG0X2JBOcBwnvPHorlOF-hdtVd5X-Hdp3ljXkFNWqn7qxYUtFg==>
>
>
>
> Shipped
> On its way, Deborah
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> 4PX3002953428792CN
>
> Carrier: Other
> Track now
> <https://marlow-london.com/_t/c/v3/AAA6IujOY9ND1SChRR7w6GfOny3Aie95Lo-QoTs7uc5fUNaq9YhQDNGhaMomhY8lkqhTeJ0NbTYiepmUlY-LOvqn_u9VkW9DrgQ8oRxt96Sip37MVhLIzHfYMZvMk88TfApXWdxm0Qbv15io90-HTRdZm_syCcgybQ1ROUQTCcLKaPRQ3PpOKdVbOiqlyUB_cz73fO_PpZi-Y_PyxC57c9KGOYF5oV5kOEmBFylss3E3i3imaDBXd53-gJfmBGelicl668_Wl_Pw8-9B8X10S1P2wxYHr6ddG0kr4ufW0_RrFFUD3nSmvov5ixT_R1tmpv_wuGyckL4cuNPHleG_CvYvWva36fIFL9dZGiJY0c6Sx2_DZw==>
>
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order at marlow-london.com
> <https://marlow-london.com/_t/c/v3/AAA4WsWdboLq5m6adLllZzfla7jTT73zQKiukvxY7RogawbPYDrHQAPVSfocaUvFjCGJVDANzcsOYzyDdFYxzRsLKMAPvgWP6SYuDUhWewUqTJXjn2YnPQZHULo8dAU7XfHKAIFxDyDRz4OyjX2zG1NJSOwr82GJeYlTKBImfX_hz3FQND6rfqACvpgL-MiL6YWW_WE9bB0RISSvyXhv3XAgQLctK5o2G8EIJdrviQyhebApII075J_MFWxasdPD3og1Oc6tKcKmYuVGA2Iv-CFTATYPqWFKhgdOS8-WPiaZf9nk6f91EY-IOzEQC-r8r6dSXnQgIuLhRhDdacXxJEpzZRM=>
> .
>
> Items shipped
> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red
> Floral / UK 14 (XL) · Teal and Red Floral / UK 14 (XL) · Qty 1
>
> Order number
>
> #1733
>
> Shipping to
>
> Deborah Ward
> Manchester, United Kingdom
>
> Questions about your delivery? Reply to this email and we'll help right
> away.
>
>
> Follow us
> Facebook
> <https://marlow-london.com/_t/c/v3/AACfusOOq3w1fh6kYTtAhJU3wS7uWb7SfdL0cW-ovdQRGNy4ewyJC65Vh5XCOKlfKnodOHtJpJQ4Hn-JSvjIXZwfQfisdzZJW3OHEdK2zWYukzwQdgsogN8MgD8UUHyyvh6lEsvdDApkR7sksoMdCFDbe8E1bW1WFlQmqGwpZGmm1e7_zIQeDTy1nGHG0qOC5p7RelgvAV4HTGckAaavRKOpYJ1s26VCiLr8s3C2xW6gRSNymdGikfBP5cktdx2wM3HoCy_KNimiJ0hJ6UvxR8ZOW4IO3x098qFfVg34MiuRTBXbw7qf7PEjScG6yT9mc7K7nl2aDBWHP8Q=>
>
Hi there,
Good news, order 1733 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=4PX3002953428792CN
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
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Deborah Jill Ward
Email:
debby.ward63@gmail.com
Body:
Please can i have a refund as my purchase didn't arrive
in time for my holidays and i ordered it in plenty of time.
Kind regards
Hi Deborah,
Thank you for letting me know, and I'm sorry your order didn't arrive in time for your holiday.
I've gone ahead and refunded your order #1733 in full back to your original payment method - you should see it land within 3-5 business days.
I'm sorry again for the disappointment, and I hope your holiday goes well regardless.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you 😊
Debby Ward
On Mon, 3 Aug 2026, 14:07 , <support@marlow-london.com> wrote:
> Hi Deborah,
>
> Thank you for letting me know, and I'm sorry your order didn't arrive in
> time for your holiday.
>
> I've gone ahead and refunded your order #1733 in full back to your
> original payment method - you should see it land within 3-5 business days.
>
> I'm sorry again for the disappointment, and I hope your holiday goes well
> regardless.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Deborah,
You're very welcome. I'm glad we could sort that out for you.
I hope you still had a lovely time on your holiday, and please don't hesitate to reach out if you need anything else.
Warm regards,
Anna
Customer Care Team
Marlow London