Case #929 — Marlow London
1152738696@qq.com · order 2638 · state imported · label none yet · rung 0
Facts
A shipment from order #2638 is on the way
open
not set
2026-07-27 10:52:28
—
2026-08-14 19:30:08
Engine shadow decision
| id | 63 |
|---|---|
| thread_key | <tencent_42F6E34F995C38A6871DE8CC5A3CA9282B05@qq.com> |
| store_id | marlow |
| message_id | 4710 |
| case_id | 929 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2638", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "LONGCHAMP LE PLIAGE TOTE - TERRA", "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 Yi, Thanks for reaching out about order #2638. Instead of sending the Longchamp Le Pliage Tote back, we'd like to offer you 10% off as a thank you for keeping it. It saves you the hassle of a return and lets you keep the bag. Let us know if you'd like to go ahead with that, and we'll take care of it right away. Warm regards, Anna |
| actual_action | reply |
| actual_text | Hi Yi, Thank you for getting back to me - I completely understand you'd like to return your order. Rather than going through the hassle of sending it back to us, I'd love to offer you three options instead. Which would work best for you? 1. A completely free item of your choice from our store - browse what we have here: https://marlow-london.com/collections/all 2. A completely free re |
| agreed | 1 |
| latency_ms | 7145 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:16:03 |
Latest draft
from decision #2952 · action=reply · 2026-08-03 18:50:56 · dry-run
Hi Yi,
Thank you for getting back to me - I completely understand you'd like to return your order.
Rather than going through the hassle of sending it back to us, I'd love to offer you three options instead. Which would work best for you?
1. A completely free item of your choice from our store - browse what we have here: https://marlow-london.com/collections/all
2. A completely free replacement of the Longchamp Le Pliage Tote in a different colour if you'd like to try another one.
3. A 10% refund straight back to your original payment method, and you keep the bag.
Just let me know which one works for you and I'll get it sorted right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Email 1 of NO-FAULT RETURN LADDER for non-sizing reason (item unwanted). Offering three alternatives to avoid physical return per locked policy.
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Full thread
Hi,
It has been a while since I received update about my order delivery, and I have not received my order. Could you please help to check it out?
Best,
Yi Sun
Original
From: MARLOW LONDON <support@marlow-london.com>
Date: Jul 20, 2026 13:21
To: 1152738696 <1152738696@qq.com>
Subject: A shipment from order #2638 is on the way
Shipped
On its way, YI
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
YT2620100701373312
Carrier: YunExpress
Track now
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com.
Items shipped
LONGCHAMP LE PLIAGE TOTE - TERRA - Terra · Terra · Qty 1
Order number
#2638
Shipping to
Yi Sun
Reading, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
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Hi Yi,
Thanks for reaching out!
Good news, your order has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100701373312
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
I am writing to request the return for order #2638.
Item: LONGCHAMP LE PLIAGE TOTE - TERRA - Terra · Terra · Qty 1
Return reason: item unwanted
Thank you.
吗
1152738696@qq.com
Original
From: support <support@marlow-london.com>
Date: Jul 27, 2026 11:53
To: 1152738696 <1152738696@qq.com>
Subject: Re: A shipment from order #2638 is on the way
Hi Yi,
Thanks for reaching out!
Good news, your order has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100701373312
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London