Case #836 — Marlow London
auguste.vtkt@gmail.com · order 2857 · state imported · label none yet · rung 0
Facts
New customer message on 24 July 2026 at 20:37
open
not set
2026-07-24 19:38:37
—
2026-08-14 19:30:08
Engine shadow decision
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Latest draft
from decision #1707 · action=reply · 2026-07-26 12:32:20 · dry-run
Hi Auguste,
Thank you for reaching out, and I understand you'd like to cancel your order.
I can see your order #2857, and the good news is that it shows as still at the "information received" stage - the label has been created but the parcel hasn't been collected by the courier yet. This means there's still a chance we can stop it.
I'm checking right now whether we can cancel this before it ships. I'll come back to you the moment I know, and if we can stop it, your full refund will be processed right away.
Please don't worry about whether you're entitled to a refund - you are, and however this resolves, you will get exactly what you're asking for, whether that is by us catching it now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Cancel request on stoppable order (label-only, info received stage). Sending holding note and recording cancel for operator to action.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Auguste Vaitkute
Email:
Auguste.vtkt@gmail.com
Body:
Could I be refunded and cancel order
Hi Auguste,
Thank you for reaching out, and I understand you'd like to cancel your order.
I can see your order #2857, and the good news is that it shows as still at the "information received" stage - the label has been created but the parcel hasn't been collected by the courier yet. This means there's still a chance we can stop it.
I'm checking right now whether we can cancel this before it ships. I'll come back to you the moment I know, and if we can stop it, your full refund will be processed right away.
Please don't worry about whether you're entitled to a refund - you are, and however this resolves, you will get exactly what you're asking for, whether that is by us catching it now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London