Case #966 — Marlow London
tanya.gray30@gmail.com · order 3510 · state imported · label none yet · rung 0
Facts
Order #3510
open
not set
2026-07-28 05:35:30
—
2026-08-14 19:30:08
Engine shadow decision
| id | 929 |
|---|---|
| thread_key | <CALGtTdWXTQRMLjTcdZa+kJ1s2q3vB9Frje8DythE5wGvzDJ8Bg@mail.gmail.com> |
| store_id | marlow |
| message_id | 5762 |
| case_id | 966 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 3990 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:55:38 |
Latest draft
from decision #3610 · action=reply · 2026-08-11 11:21:55 · dry-run
Hi Tanya,
I am so sorry. We told you on 28 July that we were checking whether this could be stopped before it shipped, and it went out anyway. That is on us, and I do not want to let that slide without owning it.
I can see the bag has now arrived with you, so I am no longer able to stop or recall it with the courier.
Rather than have you deal with packing it up and posting it back to us, and the weeks it would take to get back to our supplier overseas and be processed, I would like to offer you a cashback of 30% on your original purchase, and you simply keep the tote. No return, no waiting, nothing further for you to do.
Just let me know if that works for you and I will get it sorted straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer requested cancellation before dispatch on 28 July, was told we'd check and follow up, but the order shipped anyway and has now been delivered per her own statement. Per RULE pre-delivery-refund-request-defeats-the-ladder, STAGE GATE: parcel has moved past information received (now delivered), including where we promised a stop, so this is no longer a stoppable pre-delivery cancellation. Correct response is to apologize plainly for the broken follow-up promise, state we can no longer sto
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Full thread
Morning
I placed the above order early this morning that I would like to cancel
please.
Could you please confirm by email.
Many thanks
Tanya Gray
Hi Tanya,
Thank you for reaching out, and I can certainly help with that.
I can see your order #3510 (the Longchamp Le Pliage Tote in Petale Pink). The good news is it hasn't been processed for shipment yet, so we should be able to cancel it.
I'm checking right now whether we can stop it before it gets sent out, and I will come back to you as soon as I know. If we can cancel it, the full refund will be processed to your original payment method right away.
Please don't worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for.
Warm regards,
Anna
Customer Care Team
Marlow London
That's great, thank you very much.
On Tue, 28 Jul 2026, 06:36 , <support@marlow-london.com> wrote:
> Hi Tanya,
>
> Thank you for reaching out, and I can certainly help with that.
>
> I can see your order #3510 (the Longchamp Le Pliage Tote in Petale Pink).
> The good news is it hasn't been processed for shipment yet, so we should be
> able to cancel it.
>
> I'm checking right now whether we can stop it before it gets sent out, and
> I will come back to you as soon as I know. If we can cancel it, the full
> refund will be processed to your original payment method right away.
>
> Please don't worry about whether you are entitled to a refund. You are,
> and however this resolves, you will get exactly what you are asking for.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
You're very welcome, Tanya. We're on it and will be back in touch very shortly.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
Could you confirm that this order has been cancelled and that I will
receive a refund back to my card. As per previous emails this had not been
prepared for shipping.
Many thanks
Tanya Gray
On Wed, 29 Jul 2026, 13:57 , <support@marlow-london.com> wrote:
> You're very welcome, Tanya. We're on it and will be back in touch very
> shortly.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi
I have received the bag today although I had requested to cancel the order.
Could you please arrange a returns label to be sent to me for order #3510
for the Longchamp tote.
Many thanks
Tanya Gray
---------- Forwarded message ---------
From: Tanya Gray <tanya.gray30@gmail.com>
Date: Wed, 5 Aug 2026, 16:21
Subject: Re: Order #3510
To: <support@marlow-london.com>
Hi
Could you confirm that this order has been cancelled and that I will
receive a refund back to my card. As per previous emails this had not been
prepared for shipping.
Many thanks
Tanya Gray
On Wed, 29 Jul 2026, 13:57 , <support@marlow-london.com> wrote:
> You're very welcome, Tanya. We're on it and will be back in touch very
> shortly.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi
Can you please confirm you have received my emails and send a returnd
label.
I had asked for the order to be cancelled but it was received on Tuesday.
Many thanks
Tanya Gray
---------- Forwarded message ---------
From: Tanya Gray <tanya.gray30@gmail.com>
Date: Tue, 11 Aug 2026, 12:17
Subject: Fwd: Order #3510
To: <support@marlow-london.com>
Hi
I have received the bag today although I had requested to cancel the order.
Could you please arrange a returns label to be sent to me for order #3510
for the Longchamp tote.
Many thanks
Tanya Gray
---------- Forwarded message ---------
From: Tanya Gray <tanya.gray30@gmail.com>
Date: Wed, 5 Aug 2026, 16:21
Subject: Re: Order #3510
To: <support@marlow-london.com>
Hi
Could you confirm that this order has been cancelled and that I will
receive a refund back to my card. As per previous emails this had not been
prepared for shipping.
Many thanks
Tanya Gray
On Wed, 29 Jul 2026, 13:57 , <support@marlow-london.com> wrote:
> You're very welcome, Tanya. We're on it and will be back in touch very
> shortly.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Tanya Gray
Email:
tanya.gray30@gmail.com
Body:
Hi
Could you please send a returns label for order #3510 - Longchamp
Tote. I had previously emailed to cancel this order and was told
it should be fine as it was only hours after the order was
placed. This didn't happen and it arrived on Tuesday 11 Aug 26. I
would now like to return and receive a refund.
I have also sent emails but not received a reply.
Many thanks
Tanya Gray