Case #922 — Marlow London
jeannie_turner@yahoo.co.uk · order 2925 · state imported · label none yet · rung 0
Facts
New customer message on 27 July 2026 at 10:35
open
not set
2026-07-27 09:36:04
—
2026-08-14 19:30:08
Engine shadow decision
| id | 178 |
|---|---|
| thread_key | <E1020004-18C61BDE3EC4D372-A359C877@shopify.com> |
| store_id | marlow |
| message_id | 4874 |
| case_id | 922 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2925", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | OFFER_DISCOUNT_10_KEEP |
| decided_amount | 10.0 |
| decided_currency | PERCENT |
| rung_before | 0 |
| rung_after | 2 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Jean, I'm sorry to hear about the frustration with order 2925, and I understand why you're upset about the delay. I want to make this right. Rather than asking you to send anything back, I'd like to offer you 10% off as a thank you for keeping the item. This is a genuine offer to resolve things quickly and fairly for you. Let me know if you'd like to go ahead with that, a |
| actual_action | reply |
| actual_text | Hi Jean, I can see this has escalated to your bank, and I am taking that very seriously. Reading through everything you have said, I understand what went wrong on our end. Your first messages were not answered for two days while you were waiting for a birthday gift. You were then told on 31 July that management would personally handle this, and that follow-up never happened. By the time you hear |
| agreed | 1 |
| latency_ms | 7116 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:34:34 |
Latest draft
from decision #3067 · action=reply · 2026-08-04 18:19:58 · dry-run
Hi Jean,
I can see this has escalated to your bank, and I am taking that very seriously.
Reading through everything you have said, I understand what went wrong on our end. Your first messages were not answered for two days while you were waiting for a birthday gift. You were then told on 31 July that management would personally handle this, and that follow-up never happened. By the time you heard back, your deadline had already passed. That is not acceptable, and I am genuinely sorry for how we let you down.
On whether we are a genuine company: we are. We are based in London with a real team. We do not claim these bags are official Longchamp products - we sell Le Pliage-style bags made by the same kind of manufacturers that produce for major retailers worldwide. We buy directly from them, which is how we keep the prices lower. I understand that was not clear from our listing, and I am sorry for that.
On your orders: order 2925 (the black tote) is currently in transit. Order 2529 (the mini leather bag in noir) has been delivered.
I am refunding you in full for both orders. The money will go back to your original payment method within 3 to 5 business days. You can keep the items - there is nothing you need to send back.
I would genuinely like to understand what could have been done differently here to make this right. Your feedback matters, because we do not want to let another customer down like this.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Filed chargeback dispute on two orders after slow response and broken management follow-up promise; per RULE chargeback-already-filed, offering full unconditional refund for both, addressing authenticity concerns, asking what went wrong, and escalating to operator for approval and case logging.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Jean Horton
Email:
jeannie_turner@yahoo.co.uk
Body:
Can you update me on my order please. I haven’t received
any emails to confirm that my order has been dispatched. This is
now urgent as it’s a birthday present.
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Jean Horton
Email:
jeannie_turner@yahoo.co.uk
Body:
Order number 2925
Please update this order. It’s not been delivered. This is now
urgent.
I have not even had a update on it being dispatched.
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Jean Horton
Email:
jeannie_turner@yahoo.co.uk
Body:
Order number 2925
Why are you not replying to my messages?
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Jean Horton
Email:
jeannie_turner@yahoo.co.uk
Body:
Order number 2925
Why are you ignoring my messages? I would like my money refunded
now. I am reporting you & will get my legal team to get you
scammers shut down unless I get my refund within 24 hours. What a
disgrace you are.
Hi Jean,
Thank you for reaching out, and I completely understand the urgency, especially as this is a birthday present.
I am so sorry you haven't received the dispatch confirmation email - this may have landed in your spam or junk folder by mistake, but I can confirm your order #2925 has been processed and is on its way to you.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620300700597974
Because of the higher order volume from our current sale, shipping times have increased a little at the moment, and we estimate your parcel will arrive within about 8 to 12 days. I know this is important for a birthday, so if you have a specific date in mind, please just let me know and I can keep a close eye on the tracking for you.
If you have any other questions, I am here to help.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Jean Horton
Email:
jeannie_turner@yahoo.co.uk
Body:
Order no: 2529 I have now reported your company. I want
my money returned your company are scammers & sell fake poor
quality products. You should not be using Marlow London as you
are deceiving people into thinking they are ordering from the
original company. My bank is now investigating you.
Hi Jean,
I hear you, and I'm taking this seriously.
I can see both order 2529 and order 2925 on your account. You're right to be frustrated, and I want to understand your concerns about the products.
Order 2925, the Longchamp Le Pliage Tote: I can see this is on its way to you and should arrive within the next few days. I genuinely understand how upsetting this delay has been, especially when it was meant to be a birthday gift.
About your concerns on quality and authenticity: we are a real company with a real team. What we sell are bags made by the same manufacturers that produce for major retailers, purchased directly from the source - that's how we're able to offer lower prices. That said, I want to understand what you're concerned about. If there is a quality defect or issue with either item, that matters to me and we will address it.
Because of the seriousness of what you've raised and your bank's involvement, I am escalating your case to our management team right now. They will be in touch to understand exactly what is wrong and to work toward a resolution that is fair to 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:
Jean Horton
Email:
jeannie_turner@yahoo.co.uk
Body:
Order 2925
This is now ridiculous. I want my money back. Still no delivery
of my item. You are not a genuine company. I have reported you.
Absolutely disgusting.