Case #979 — Marlow London
echoudhury82@outlook.com · order 2846 · state imported · label none yet · rung 0
Facts
New customer message on 28 July 2026 at 12:04
open
not set
2026-07-28 11:06:50
—
2026-08-14 19:30:08
Engine shadow decision
| id | 260 |
|---|---|
| thread_key | <E1020004-18C66F471ED62974-2547CE6C@shopify.com> |
| store_id | marlow |
| message_id | 4963 |
| case_id | 979 |
| label | ASKS_REFUND |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "2846", "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 Emran, Thanks for reaching out about order 2846. Sorry to hear you're looking to return it. Before we go through the return process, I wanted to offer you an alternative: if you'd like to keep the item, we can give you 10% off as a thank you, no need to send anything back. Let me know if that works for you, or if you'd still prefer to go ahead with the return and I'll hel |
| actual_action | reply |
| actual_text | Hi there, Thanks for reaching out, and sorry to hear you'd like to return your order. Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 1 |
| latency_ms | 6758 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 20:47:52 |
Latest draft
from decision #3150 · action=reply · 2026-08-05 15:58:05 · dry-run
Hi there,
Thanks for reaching out, and sorry to hear you'd like to return your order.
Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Matches RULE return-refund-no-reason (bare return/refund request, no reason given) - sent verbatim; not auto-sent since we've already replied earlier in this thread.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran Choudhury
Email:
echoudhury82@outlook.com
Body:
When and what time delivery my order
Hey, 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 8 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620300700597453
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
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran
Email:
echoudhury82@outlook.com
Body:
I ordered two bags . Can you tell me when I receive my
order
Hi Emran,
Thanks for reaching out!
Good news, I've checked your details and found your order - order #2846 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 8 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484342034YQ
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
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran Choudhury
Email:
echoudhury82@outlook.com
Body:
I ordered two items one black and one white , ordered
number #2846 , tracking number YT 2620300700597453 , how long I
waiting for delivery , Please please send my order quickly ,
otherwise I cancel order and money back . I wait for your
response . Thanks
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran Choudhury
Email:
echoudhury82@outlook.com
Body:
I’m waiting for my order . Can you tell me when I receive
my order . Please confirm me .Thanks
Hi Emran,
Thank you for getting in touch again, and I completely understand you're keen to receive your order.
I can see both of your Longchamp Le Pliage Totes - black and white - are on their way to you right now from order #2846. You can follow their progress in real time here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484342034YQ
Your order was placed on 28 July, and with the higher order volume we've been experiencing from our current sale, we estimate it will arrive within about 8 to 12 days from when it shipped. Most international parcels take this full timeframe to move through the different courier checkpoints, but yours is progressing well.
I genuinely appreciate your patience, and I want you to know that we're doing everything we can to get your items to you as quickly as possible. They're on their way.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran Choudhury
Email:
echoudhury82@outlook.com
Body:
I’m waiting for my order ?
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran Choudhury
Email:
echoudhury82@outlook.com
Body:
I’m waiting for my order ? Can you tell me when I
receive my package
Hi Emran,
Thanks for getting back to me - I completely understand you're keen to receive your order.
Your order #2846 is on its way to you right now. The two Longchamp Le Pliage Totes - the black and the paper - are in transit to you.
You can follow their progress in real time here: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484342034YQ
They should arrive within about 7 to 12 days. I appreciate your patience through the higher order volume we've had with our sale, and rest assured your items are on their way.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran Choudhury
Email:
echoudhury82@outlook.com
Body:
I purchased one order for £54 another order for £46 ,
and I pay by card number- 5460979646499209 capital credit card
pay on 21/07/2026 . Just now I checked card. , already paid ,
when I got my order or money back to my account .
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran Choudhury
Email:
echoudhury82@outlook.com
Body:
I’m waiting for long time , please short out my problems,
just send me massage when I receive my order.
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emran Choudhury
Email:
echoudhury82@outlook.com
Body:
I received my order , But I want to return items and
money back . What I do ? Please send me return slips