Case #858 — Marlow London
krystelle.evans@yahoo.com · order 3172 · state imported · label none yet · rung 0
Facts
New customer message on 25 July 2026 at 12:46
open
not set
2026-07-25 11:46:06
—
2026-08-14 19:30:08
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Latest draft
from decision #1670 · action=reply · 2026-07-26 11:48:36 · dry-run
Hi Krystelle,
Thank you for reaching out. I can see your order #3172 for the Mini Leather Longchamp Bag in Cream, and I understand you'd like to cancel it.
Good news - your order is currently showing as label created and still at the "information received" stage, which means it hasn't been collected by the courier yet. I'm checking right now whether we can still stop it before it ships.
I'll come straight back to you as soon as I know, 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
Reasoning: Cancel request on order at label-only stage (Info Received) — holding note with refund-entitlement reassurance and order_change action attached.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Krystelle Evans
Email:
krystelle.evans@yahoo.com
Body:
Order number 3172
Please can you call this order?
Hi Krystelle,
Thank you for getting in touch about order 3172, and I am so sorry it has taken us two days to come back to you. That is longer than you should have had to wait, and I apologise.
I looked into it as soon as I saw your message. Unfortunately the parcel had already been collected by the courier before we were able to stop it, so we could not cancel the order in time. You can follow it with tracking number UL362763385YP.
I have discussed this with the manufacturer, and what we can do is give you a 30% cashback of 16.49 GBP back to your original payment method, and you simply keep the bag. That way you are not left paying the full amount, and there is nothing you need to send back or arrange.
Just reply to let me know and I will get that sorted for you straight away.
Again, I am sorry we did not catch this in time.
Warm regards,
Anna
Customer Care Team
Marlow London