Case #951 — Marlow London
helenrfletcher@btinternet.com · order 1797 · state imported · label none yet · rung 0
Facts
Return order #1797
open
not set
2026-07-27 17:34:17
—
2026-08-14 19:30:08
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Latest draft
from decision #2167 · action=escalate · 2026-07-29 15:53:50 · dry-run
Hi Helen,
Perfect, thank you for confirming. I'm arranging a 10% cashback to your original payment method, which should land within 3 to 5 business days.
You can keep the Honoria set, and there's nothing else you need to do.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: could not parse a valid decision; raw=```json { "action": "reply", "draft": "Hi Helen, Brilliant, thank you. I'm processing a 10% cashback back to your original payment method right now - it should land within 3 to 5 business days. You keep the set with our compliments, so there's nothing you need to do on your end. Thank you for …[truncated]
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Good evening,
I have just received my order and it is too small.
Can I please return the item and have a refund please.
Thank you
Helen Fletcher
Sent from my iPhone
Hi there,
Good news! I can see your order 1797, and we've arranged a free replacement in the correct size for you.
You can keep the one you already have, for a small contribution of £4.95, and there's nothing to send back. Just let me know which size you'd like instead and I will get that sorted for you right away.
If you'd rather not exchange, just let me know and I can look at other options too.
Warm regards,
Anna
Customer Care Team
Marlow London
Anna,
Thank you for coming back to me,
I need a different sizes for top and bottoms.
As a result I would like a refund and to return the item.
Helen
Sent from my iPhone
> On 29 Jul 2026, at 12:37, support@marlow-london.com wrote:
>
> Hi there,
>
> Good news! I can see your order 1797, and we've arranged a free replacement in the correct size for you.
>
> You can keep the one you already have, for a small contribution of £4.95, and there's nothing to send back. Just let me know which size you'd like instead and I will get that sorted for you right away.
>
> If you'd rather not exchange, just let me know and I can look at other options too.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Helen,
I completely understand - it's frustrating when you need different sizes for different pieces, and we haven't got that quite right for you.
Rather than have you go through the hassle and cost of returning it overseas, I'd like to offer you a 10% cashback on your order, put back to your original payment method within 3 to 5 business days. You'd keep the set, so there's nothing you need to do.
The return option would mean paying £19.95 to ship it back yourself, waiting 3-4 weeks for it to travel, and then a few more days once it arrives for us to process the refund.
Would the cashback option work for you?
Warm regards,
Anna
Customer Care Team
Marlow London
Anna,
Ok let’s do that option then.
Helen
Sent from my iPhone
> On 29 Jul 2026, at 14:22, support@marlow-london.com wrote:
>
> Hi Helen,
>
> I completely understand - it's frustrating when you need different sizes for different pieces, and we haven't got that quite right for you.
>
> Rather than have you go through the hassle and cost of returning it overseas, I'd like to offer you a 10% cashback on your order, put back to your original payment method within 3 to 5 business days. You'd keep the set, so there's nothing you need to do.
>
> The return option would mean paying £19.95 to ship it back yourself, waiting 3-4 weeks for it to travel, and then a few more days once it arrives for us to process the refund.
>
> Would the cashback option work for you?
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Helen,
Perfect, thank you for confirming. I'm arranging a 10% cashback to your original payment method, which should land within 3 to 5 business days.
You can keep the Honoria set, and there's nothing else you need to do.
Warm regards,
Anna
Customer Care Team
Marlow London