Case #903 — Marlow London
nicwoodgate@gmail.com · order 2775 · state imported · label none yet · rung 0
Facts
A shipment from order #2775 is on the way
open
not set
2026-07-26 20:43:11
—
2026-08-14 19:30:08
Engine shadow decision
| id | 135 |
|---|---|
| thread_key | <GVYP280MB06877EB26388641D6C6CDBBBF2CD2@GVYP280MB0687.SWEP280.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 4804 |
| case_id | 903 |
| label | WRONG_ITEM |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2775", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "bag with smaller handle", "chargeback_ultimatum": false} |
| decided_action | OFFER_REPLACEMENT |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 1 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Nicola, Thanks for letting us know, and I'm glad to hear order 2775 arrived. Sorry the handle on the bag isn't matching what you expected from the listing. We'd like to sort this out by sending you a replacement with the correct handle, free of charge. No cost to you at all. Just confirm you'd like to go ahead with the replacement and we'll get it moving. Warmly, An |
| actual_action | reply |
| actual_text | Hi Nicola, Thank you so much for getting in touch. I can see your order #2775, and I'm so sorry to hear the handle on your Longchamp tote is much smaller than you expected - I completely understand why you're concerned about whether the right item arrived. I'd love to help sort this out for you. To make sure we get to the bottom of what happened, could you do me a favour and send |
| agreed | 1 |
| latency_ms | 6628 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:27:28 |
Latest draft
from decision #3024 · action=reply · 2026-08-04 12:37:07 · dry-run
Hi Nicola,
Thank you so much for getting in touch. I can see your order #2775, and I'm so sorry to hear the handle on your Longchamp tote is much smaller than you expected - I completely understand why you're concerned about whether the right item arrived.
I'd love to help sort this out for you. To make sure we get to the bottom of what happened, could you do me a favour and send me a quick photo of the bag you received? That way I can see exactly what we're looking at and make sure we get you sorted with the right one.
Once I've seen the photo, I'll get straight back to you with a solution.
Thank you for your patience, and again, I'm sorry for the trouble.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer reports handle size mismatch on received bag; intake verification needed to determine if wrong variant shipped or description issue
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Full thread
Hi.
Can you please give me an update on that order?
Thank you
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: MARLOW LONDON <support@marlow-london.com>
Sent: Monday, 20 July 2026 21:45:13
To: nicwoodgate@gmail.com <nicwoodgate@gmail.com>
Subject: A shipment from order #2775 is on the way
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AABm0z8JgMqoqoXpS2Y4t3Npk5OyvTF9uViLcR9CGuTCPMHzooLti6ZkmPHWhh99jQILlNFFBqygJ01U0hnKF_Tzq1MBg51EwBn8QVMHhi58QvtOEl-Nr0qYaBrISMdhelXQHCwu_vxpQJGatKtSoowJ67FMDXCLounTPHdCzzE6MSdZDey_eS3bPyhfAGSDO11i8fy8EtNhE6_cfw4QSy5_Kcv4Ts1V9VdxAhl8E-Zd1geLRbvdNn1-AF16PMNogRIyU6nkqPmjaRdVll_-klSpDKeTIegoEH_bLLVQGXmJxOUDheBH1pugiUVCLv94YXuW9wdfdPdACLMxG5AJkiPJZA==>
Shipped
On its way, Nicola
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
YT2620200700583430
Carrier: YunExpress
Track now<https://marlow-london.com/_t/c/v3/AADTkDofYtvxfD-6O9FjV_ZisnmvtkSMPUthDiG3MlSToup-COs2f05hvamwklH5Ge3OQ57KZU-kZnmpqWvE1KAA7jnbTDtU6PtNzVZ9n0uELMGKyUGye3gbna37kfG5d7wqBDhG94mzmm6Zh2LVxiDa5bKkvWPAGpWH3DLdk7rBfu-YIKE4dgm7ixVTaNW8o4J__akz77HwWjqChn95x1CyAO4iDJax_apGgSXPRM9cDV3lkww_O59cvAlMcRLWFTwVMO9Qlq9AKVSldqDxECPPg3I9YMm8zD7uWSDdoBDKoNimndM8lO220xJJIFjCGMqiaiVycIaLiKb0MGJaikfgvLozy32E2ezAvBO00g7jw4QTVQ==>
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/AACki7MxH9BreaB3FjKwwG8YKciBz10Sw2j9sSn6ZAOuoD1onDI9Vd0ulla85NKWMzfZg2LdWoGdZ8_HzqvPwFZjJOI4rHaoQa4wh-fg4H6sURaFMpn4W_J8WvWuyeXZKlnnDNzIfdF-DqBuH1x-QJ7zbmO_C0noN5wrHVz-zwn37-IaN_TpdRFk9BKbRJwhpDDVbfbAYkZIjfnqba7crF7LB0fqOZIpJppSS_Mt6xQzvijqezDaP2aWftN_HXALWEqBoL3xI9TmqBzFeTf3P_Hj6uqsrHS4FHVeICZSqvYnlj_ZGlykSvLqFppvBPQjQtApzHcsB5m3gOMSBN_s2Cl5tUM=>.
Items shipped
LONGCHAMP LE PLIAGE TOTE - NAVY · Qty 1
Order number
#2775
Shipping to
Nicola Woodgate
Spennymoor, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
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Hi there,
Good news, order 2775 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=YT2620200700583430
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 Anna.
Its a week tomorrow since it was dispatched.
Thank you
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Sunday, 26 July 2026 21:43:41
To: nicwoodgate@gmail.com <nicwoodgate@gmail.com>
Subject: Re: A shipment from order #2775 is on the way
Hi there,
Good news, order 2775 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=YT2620200700583430
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 Nicola,
Thank you for the follow-up, and I genuinely understand your frustration. It's been several days now without movement, and that's understandably concerning.
I can see your order is currently at "information received" as of July 21st - that's the very first stage for these international shipments. It means the courier has your parcel's details registered and is preparing it for pickup. It's normal for this stage to take a few days while awaiting collection, even though I know the lack of updates feels uncertain.
The good news is you're still well within our normal 7 to 12 day shipping window, so I'm confident your Longchamp tote is on its way. Once the courier picks it up, you should see regular updates.
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620200700583430
As an apology for the inconvenience of the wait, I'd like to give you a special one-time code worth £20 for your next order. Let me get that sorted for you.
Thank you for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi.
Thank yoy for your help, the order has arrived today. However the bag which has been shipped has a much smaller handle that than advertised? Could the incorrect item have been sent?
Unfortunately the bag recieved is not suitable.
I look forward to hearing from you
Nicola Woodgate
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Wednesday, 29 July 2026 14:30:38
To: nicwoodgate@gmail.com <nicwoodgate@gmail.com>
Subject: Re: A shipment from order #2775 is on the way
Hi Nicola,
Thank you for the follow-up, and I genuinely understand your frustration. It's been several days now without movement, and that's understandably concerning.
I can see your order is currently at "information received" as of July 21st - that's the very first stage for these international shipments. It means the courier has your parcel's details registered and is preparing it for pickup. It's normal for this stage to take a few days while awaiting collection, even though I know the lack of updates feels uncertain.
The good news is you're still well within our normal 7 to 12 day shipping window, so I'm confident your Longchamp tote is on its way. Once the courier picks it up, you should see regular updates.
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620200700583430
As an apology for the inconvenience of the wait, I'd like to give you a special one-time code worth £20 for your next order. Let me get that sorted for you.
Thank you for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London