Case #955 — Marlow London
stuartcrisp0706@gmail.com · order 1748 · state imported · label none yet · rung 0
Facts
Order #1748
open
not set
2026-07-27 19:24:13
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #2721 · action=reply · 2026-08-02 22:38:42 · dry-run
Hi Carole,
Thank you for your kind message. Your refund is on its way to your original payment method and should land within 3 to 5 business days.
We're genuinely sorry it took this long to resolve, and we appreciate your patience. You were right to push back, and we hope to earn your trust back in future.
Warm regards,
Marlow
Marlow London
Reasoning: [re-run vs new playbook 2026-08-02] Customer sends thank you acknowledgement after 75% refund resolution; warm closing confirmation needed. Routed to review given prior chargeback threat, despite this message being a simple acceptance.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 75% of order #1748 = £9.99 (order total £39.95, already refunded £29.96 (incl. £29.96 still settling), NET AVAILABLE £9.99) - capped | 2026-08-02 14:03:21 |
Case events
No case events logged yet.
Full thread
I want to return this item it does not fit please advise return and refund
information thank you
Hi there,
Good news! I can see your order 1748, 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
Thank you for your email Anna
I do not want to exchange for a smaller size I would like a refund please
Kind regards
On Mon, 27 Jul 2026 at 20:25, <support@marlow-london.com> wrote:
> Hi there,
>
> Good news! I can see your order 1748, 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 there,
Thank you for getting back to me, and I understand you'd prefer not to exchange.
I would like to put a 10 percent cashback back onto your original payment method, and you can keep the item with our compliments. There is nothing to send back, and the cashback will land within 3 to 5 business days.
A physical return would cost you £19.95 in postage to send it back overseas, take around 3 to 4 weeks to travel, and only then would the refund be processed, so you would be waiting weeks and out of pocket for the shipping. With the cashback, your money comes back to you in just a few days, with no postage cost and no wait.
Would this work for you? Just let me know and I can get it sorted right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello Anna
I ordered this item from Marlow London and believed it based in the UK
Sadly your offer of a 10% refund does not meet UK Trading Law
Marlow London are obliged to give me a full refund but I will not be
spending £20 to return the item overseas
I will accept a 75% refund
Otherwise I will be forced to seek a refund through my credit card which is
not good practice for Marlow London
I await your reply
Thank you and regards
On Wed, 29 Jul 2026 at 13:59, <support@marlow-london.com> wrote:
> Hi there,
>
> Thank you for getting back to me, and I understand you'd prefer not to
> exchange.
>
> I would like to put a 10 percent cashback back onto your original payment
> method, and you can keep the item with our compliments. There is nothing to
> send back, and the cashback will land within 3 to 5 business days.
>
> A physical return would cost you £19.95 in postage to send it back
> overseas, take around 3 to 4 weeks to travel, and only then would the
> refund be processed, so you would be waiting weeks and out of pocket for
> the shipping. With the cashback, your money comes back to you in just a few
> days, with no postage cost and no wait.
>
> Would this work for you? Just let me know and I can get it sorted right
> away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Carole,
Thank you for your email, and I am sorry it has taken this long to get a fair resolution to you.
I have processed a 75% refund of your order, £29.96, to your original payment method today. It will land within 3 to 5 business days.
Please keep the item. There is nothing to send back and nothing more for you to do.
This matter is now settled on our end.
Warm regards,
Marlow
Marlow London
I appreciate your consideration and look forward to receiving my part
refund
Thank you for your support in this matter
Kind regards
On Sun, 2 Aug 2026 at 14:57, <support@marlow-london.com> wrote:
> Hi Carole,
>
> Thank you for your email, and I am sorry it has taken this long to get a
> fair resolution to you.
>
> I have processed a 75% refund of your order, £29.96, to your original
> payment method today. It will land within 3 to 5 business days.
>
> Please keep the item. There is nothing to send back and nothing more for
> you to do.
>
> This matter is now settled on our end.
>
> Warm regards,
> Marlow
> Marlow London
>
Hi Stuart,
Thank you, that's understood. The 75 percent refund, 29.96 pounds, is on its way to your original payment method and will land within 3 to 5 business days. Nothing more needed from you, and please do keep the item.
Warm regards,
Anna
Customer Care Team
Marlow London