Case #880 — Marlow London
vickyhooper6@hotmail.com · order 2765 · state imported · label none yet · rung 0
Facts
New customer message on 26 July 2026 at 10:58
open
not set
2026-07-26 09:58:41
—
2026-08-14 19:30:08
Engine shadow decision
| id | 927 |
|---|---|
| thread_key | <E1020004-18C5CE8627859850-6049C40D@shopify.com> |
| store_id | marlow |
| message_id | 5760 |
| case_id | 880 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "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 | |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 4474 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:55:29 |
Latest draft
from decision #3537 · action=reply · 2026-08-10 15:12:31 · dry-run
Hi Vicky,
I am so sorry for the delay in replying to you, and for the trouble with your Delphine jumpsuits not fitting the way you had hoped.
Rather than going to the trouble of posting them back to us, I would much rather send you free replacements in different sizes. You would keep the two you already have with our compliments, and there is nothing to send back.
Could you let me know which sizes you would like instead, for each of the two pieces you ordered?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit is the stated reason for the return request, so the sizing-return-free-replacement-first rule applies: offer a free replacement in correct size only, with no refund mention and no escape clause.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Vicky
Email:
vickyhooper6@hotmail.com
Body:
Hello, I’m just wondering if my order has been dispatched
and when it will arrive. The tracking hasn’t moved on from order
info received. Please could you update me. Many thanks
Hello, please can you tell me if my order is in its way? There hasn’t been any updates, the tracking has just been stuck on order info received. Please could you let me know an estimate for delivery as I have had no further emails than the one I’m replying to. Many thanks
________________________________
From: MARLOW LONDON <support@marlow-london.com>
Sent: Tuesday, July 21, 2026 14:42
To: vickyhooper6@hotmail.com <vickyhooper6@hotmail.com>
Subject: A shipment from order #2765 is on the way
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AACbIMIoQ86qsiR39jgWM_HXeOjQwF1fmDgvedUHEXr0x7tW8KmYk7R9EPkpzDuA8oJGrbFQ-zU_-ECt2qEXCbq70kUMJ9Z3GTP0rV7IQl4YEnZoREWy8WmynrEtr2bRsGUGTnFtqGXhmPvNwfYyhDtNKCZAtYTRxwumIzjPH1McwRmNZKp01ea0RqWiQVefUMaOzMn2WrfWrZVQ5iwEpIpZZQlh4JdEUQHpUoJGRwLL0Vof4LKXeNwqysruSklbFwnWANRWO6mv7HKfT2gASCpxPDGqqjeeB0WNEIJwIu1Kzh2OmPYLfgruiy65kSidpOEJAC-BXIMBw1-lcH4qF3N6nw==>
Shipped
On its way, Vicky
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3003002682493CN
Carrier: Other
Track now<https://marlow-london.com/_t/c/v3/AAA2VMCxUJizs8ZyWBVNL7fkip7lokjZmopoe2gGhtOFEHkP4AqtoNeBnZuIv8qXljd7sqdnbt_bs-SBq4wFKOrVxXwbqsfk93V-SV9e9lOLvHY-5iYDKqpE0pFkg8hlw0GudnNAlJ2xKaRFRS3SehuMKR5le-1ZJmPELJUPhn4CEBCQfHiE8VvIATrI3GFyrQhTrWlPctkrdh1rf-W2-46gjf3ruunHHdf6B1pfp0dKAPOxR1H3kxAVD3gEgiN1VvKE_FjncQ9wC7b3JCjEbvXIbdV8jW4sbqWnWxXlF75iyKIMJ5WaipP_SC6ZB2yUn8g3M7BnprwtYU0iMi3w-U-qqcGRu2Gl-s8U-zgpI0ompId-Gg==>
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/AABxWIywkX8ziaEhrU6Dju9lgWQSxUYxiwxE82MnxT20xxJwbh4octSJu3PExoX0FuD_LlT5lxnW9gi1MhhQ2gLhfuilJO-p-R2wN5yTYjmoB7Sox4T2zBPXhI5O-EV32Ui7VJAdWHYkTQHbxnu49Zxc-ITWWMZzVo1ie5Phf1fF31ocMiPzyYC1009HE0YmNrvYPyAPCaeAvX5xkL8eD9ePa9xi6btxtGP3tph7yifRpR3wrcv4LgmnURkqGdpp6VzochRYfFMj4-1bKgkJt93DpDJioHljKR3FxmqWIt1wYqBmhBx7JS9abeMpZ4Zr2M7F4r2MsFEI2as2KSDiy4V-2AY=>.
Items shipped
DELPHINE | ELEGANT HALTER-NECK WOVEN JUMPSUIT - Black / UK 14 (XL) · Black / UK 14 (XL) · Qty 1
DELPHINE | ELEGANT HALTER-NECK WOVEN JUMPSUIT - Black / UK 12 (L) · Black / UK 12 (L) · Qty 1
Order number
#2765
Shipping to
Vicky Hooper
Bridlington, 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/AABP24xAvxa34kEParJ62vlg1KFTAtPryofXmOAbqPY-oTTMx5KnoOk2dkS_kwJuR7I2qxs7LTV0QSzeBY9xOK6viTJYsCz_yPHlEvEXsviyKsppIxmO1gJNn4HtpbN8RqAJZJIBdNSQDIusJYIlnwVYbDf8hfdI4mKL_L2zTOo51M6D4nbtaHhynt7doZvzWzeW9oETG-JwLFm7Jhds6WzfuPC2tZMmxet0729gc9hXFP-iMXH1nwIMz7qJO9nrLVRWs_T8kNxB6MUwoL6w71XZAIWaU7JR-e98VAYbNB5T8kpcnf0qTEKLAxiaeChkh6Eqjyrhj0Nrw4o=>
Hi there,
Good news, order 2765 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=4PX3003002682493CN
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
Hello, please could you look into my order for me please. The tracking hasn’t moved and it has been the same for ten days now. Please can you tell me my order is coming from too. I am really worried about this now and if I am not guaranteed to receive this I would like to proceed with a full refund. Many thanks
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Sunday, July 26, 2026 14:06
To: vickyhooper6@hotmail.com <vickyhooper6@hotmail.com>
Subject: Re: A shipment from order #2765 is on the way
Hi there,
Good news, order 2765 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://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3D4PX3003002682493CN&data=05%7C02%7C%7C93288c9b3e2b42c16b6a08deeb16be84%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639206680084927805%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=%2FfcRbwgqp6JJ3kx9DZe2a%2FOpNYtYVjbE778PBuB5i8o%3D&reserved=0<https://marlow-london.com/apps/parcelpanel?nums=4PX3003002682493CN>
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
Hi Vicky,
Thank you for getting back to me, and I completely understand your worry - ten days with no tracking movement is genuinely longer than it should be, and I'm sorry for the frustration this has caused you.
Your order #2765 is being shipped to you and is currently in transit. The fact that it's been stuck at the "information received" stage is not normal, and I want to reassure you that I am escalating this directly with the courier right now to find out where it actually is and why the tracking hasn't updated.
I also want to reassure you about the refund: you ARE entitled to a full refund if your order does not arrive. However, I can only process a refund once we know it has either reached you or genuinely gone missing - I cannot refund while it's still in transit, that's our policy. But I promise you, if it doesn't arrive or goes missing, you will get your money back, full stop.
As a gesture of goodwill for the worry and the wait, here's a code for £15 off your next order: STORECREDIT15
I will come straight back to you as soon as I hear from the courier with a real update on exactly where your parcel is.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
I am really sorry to say that both the items in my order are really poorly fitting and the fabric wasn't what I had expected at all. Please could you send me details of how to proceed with refund on them both please. Many thanks,
Kind regards
Vicky Hooper
________________________________
From: vicky hooper <vickyhooper6@hotmail.com>
Sent: Wednesday, July 29, 2026 12:04
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: A shipment from order #2765 is on the way
Hello, please could you look into my order for me please. The tracking hasn’t moved and it has been the same for ten days now. Please can you tell me my order is coming from too. I am really worried about this now and if I am not guaranteed to receive this I would like to proceed with a full refund. Many thanks
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Sunday, July 26, 2026 14:06
To: vickyhooper6@hotmail.com <vickyhooper6@hotmail.com>
Subject: Re: A shipment from order #2765 is on the way
Hi there,
Good news, order 2765 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://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3D4PX3003002682493CN&data=05%7C02%7C%7C93288c9b3e2b42c16b6a08deeb16be84%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639206680084927805%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=%2FfcRbwgqp6JJ3kx9DZe2a%2FOpNYtYVjbE778PBuB5i8o%3D&reserved=0<https://marlow-london.com/apps/parcelpanel?nums=4PX3003002682493CN>
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
________________________________
From: vicky hooper <vickyhooper6@hotmail.com>
Sent: Saturday, August 8, 2026 12:49
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: A shipment from order #2765 is on the way
Hi,
I am really sorry to say that both the items in my order are really poorly fitting and the fabric wasn't what I had expected at all. Please could you send me details of how to proceed with refund on them both please. I have sent a couple of emails already regarding this and I haven’t yet had a reply. Many thanks,
Kind regards
Vicky Hooper
________________________________
From: vicky hooper <vickyhooper6@hotmail.com>
Sent: Wednesday, July 29, 2026 12:04
To: support@marlow-london.com <support@marlow-london.com>
Subject: Re: A shipment from order #2765 is on the way
Hello, please could you look into my order for me please. The tracking hasn’t moved and it has been the same for ten days now. Please can you tell me my order is coming from too. I am really worried about this now and if I am not guaranteed to receive this I would like to proceed with a full refund. Many thanks
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Sunday, July 26, 2026 14:06
To: vickyhooper6@hotmail.com <vickyhooper6@hotmail.com>
Subject: Re: A shipment from order #2765 is on the way
Hi there,
Good news, order 2765 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://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fapps%2Fparcelpanel%3Fnums%3D4PX3003002682493CN&data=05%7C02%7C%7C93288c9b3e2b42c16b6a08deeb16be84%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639206680084927805%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=%2FfcRbwgqp6JJ3kx9DZe2a%2FOpNYtYVjbE778PBuB5i8o%3D&reserved=0<https://marlow-london.com/apps/parcelpanel?nums=4PX3003002682493CN>
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
I am concerned that I have not had a reply about my refund request. Please can you get in touch of how to begin the process of the return. I received reply’s to emails regarding the delivery very quickly but have had no response to my emails regarding the return.
Thank you
Regards
Vicky Hooper
Hello, I would like to request a refund for my order number #2765. Both jumpsuits in this order are really poorly fitting and fabric is not what I expected. Please can you send me details of how to return.
Many thanks
Vicky Hooper
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Vicky Hooper
Email:
vickyhooper6@hotmail.com
Body:
Hello, I have sent numerous emails and had no response
from you regarding a return and refund for my order #2765. I am
really not happy about this, at all, and I will take this matter
further if I do not get a response from you by the end of
tomorrow.
Why am I now being ignored about a return!! Don’t understand at all!! Really not very nice is it and I am about to take this a lot further!! Feeling really upset about this now!!