Case #999 — Marlow London
gshepherdcross@btconnect.com · order 2439 · state imported · label none yet · rung 0
Facts
A shipment from order #2439 is on the way
open
not set
2026-07-28 20:53:28
—
2026-08-14 19:30:08
Engine shadow decision
| id | 560 |
|---|---|
| thread_key | <DB5PR07MB945496ADC96342201395986CD1CB2@DB5PR07MB9454.eurprd07.prod.outlook.com> |
| store_id | marlow |
| message_id | 5317 |
| case_id | 999 |
| 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 | reply |
| actual_text | Dear J, I am so sorry. Your dress took far longer than it should have to reach you, and then, when it wasn't right for you, you were left with no return address and only a small percentage offered back. That is unacceptable, and you are completely right to expect far better from us. I am stepping in personally to put this right. It is a lovely instinct to take the dress to a charity shop r |
| agreed | 0 |
| latency_ms | 3925 |
| 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 21:28:28 |
Latest draft
from decision #3449 · action=reply · 2026-08-09 18:43:10 · dry-run
Dear J,
I am so sorry. Your dress took far longer than it should have to reach you, and then, when it wasn't right for you, you were left with no return address and only a small percentage offered back. That is unacceptable, and you are completely right to expect far better from us.
I am stepping in personally to put this right.
It is a lovely instinct to take the dress to a charity shop rather than have it travel all the way back to our overseas supplier, and I would genuinely rather that too. Under our return process, posting it back would have cost you £19.95 in postage, so rather than you being out of pocket for doing the right thing, I would like to refund you the order total of £54.95 minus that £19.95, which comes to £35.00 back onto your original card, and you keep the dress to donate as you planned.
Just let me know this works for you and I will get it processed straight away.
I am sorry again for how long this has dragged on and for the frustration it has caused you.
Warm regards,
Marlow
Reasoning: Customer proposed donating the dress locally instead of returning it, matching the donate-locally-instead-of-return rule; drafted the Marlow-voice settle at order total minus return postage (£54.95 - £19.95 = £35.00), with the mandatory owner apology, awaiting her confirmation before any refund is executed.
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
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
Order no. 2439
Wanda striped midi dress ordered on 16th July and confirmed and sent on its way on 17th July as stated on the email has not arrived with me. I have been charged on my visa account.
Please can you look into this matter and advise me.
Best wishes
J. Shepherd-Cross
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: MARLOW LONDON <support@marlow-london.com>
Sent: Friday, 17 July 2026 02:24:00
To: H Shepherd-Cross <gshepherdcross@btconnect.com>
Subject: A shipment from order #2439 is on the way
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AADdYwpxBOqAe60nHVK_SBzjjHUubspWViE67FMDRvS-0XKFu20Phhky9V8myqHamDN4ZpvNCy1-gwHGH9bWD95Z-3_I6XumZ02y2JcfLtoNm60A7CUhELqjIOjvRIOFJXrvAqunZC2gEWqo8MY4WPhTyQAKaXg1wwwEj614FdX0XN6xE9zQW5PA0DxVVYGMxfkzr2mjI_mIS9KZ5P41GqgOQmPlcaYvmBYQpr34fAlXCCiWRaI8tI2Xeyi5SllfC3XS4cJNVUOogbAgdi3wsUKCul1PUXYCAXGmHScHeHTRho2by5asOqVVckq4FZneqgfyUcrKxbuceZEyYZZ4JmLztA==>
Shipped
On its way,
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002990127580CN
Carrier: Other
Track now<https://marlow-london.com/_t/c/v3/AAC4jpb5dmqgRuUNTII2INL1Sfno9ynH4bfrB5L5u1ow6CN1jAvISxg0j0B2x4lXI1iKBjQIp8-mz8xPQ4v5mExB4fRwNwC1XUA47tOzl9-uUwIgRPB1Bnb-HjCHAL1L3KiFsSBD86NdA5vNtnBwMdtQJaOLmmLDMPF7w6WqV0O_qrsVMt1oDQc6MVe33r-l-S8xdG2P3jBlf2vu1U7IxxlPPa18HTcYJ_s-EcKvKc7q_D_vA5TVT__aqsupadHHGKL3j38zydyoGBQSK4CwNkawpMUYudfAqcGOKG8ysjgvlXO8xru09owBwC64inb41rIG4u-FiCRZpvNOZm4Gblo1NGzhurl_hgv7g_CeDXZa6aL78Q==>
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com<https://marlow-london.com/_t/c/v3/AACQLNcYtzdiYKchN9WGVtd8eKsT7vpALypQnzaHnhxW4VkSC4QbS5q3159i_x2tzfwodB1CELIs2WMSwdxsMBdMOI67sxzAE4n2Ms4UZowYdNZLS1_1W6cFomKkweMIyGSSrnFwSHvC1rQvaRw9Xdgx0FfRJOK3Wwl1IDmclf-tMhJSAgxszoOkwDwJOIiTqEdn6HsQj5JRRa3UgsPAj9gqrI4JEzf_6Un4fJvPeFhrWeB14SkQUmuLqxqBlpPxHCmNy3RGj7bV-f1shM7hu4zRrG5tLBS-AfntgoNtTiyd-vTja5dCvx3PjPy1AXVQEn-eUylKjTWcKdgrQSFzWDzoZxU=>.
Items shipped
Wanda Striped Midi Dress - Blue / L / 12 · Blue / L / 12 · Qty 1
Order number
#2439
Shipping to
Shepherd-Cross
york, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook<https://marlow-london.com/_t/c/v3/AACH3BHF-VRfiv1R5Ysc30an6_Ex0xYcXXEMC4pgDeF29lXasNCc67Lt1h96QyfFvPndVnf0fNWaoy_F3ngJmaiV2j36rH8IIEpE1a8HPTz0F3QGq4glHVg6UTZamG4EdXkFi8WAihWpxrRkraI6pmaAM9Q1Jhi9e-2yVmB0_z-GqeNo2sxmYGUV-ba93lAYwSorZl2fxszNxMh6ISe_TtAYcUnGDhfpKwHxaYUbPj-o_p7KwJVbvXJxDDbFXo-qsWtbZY31Pp5Vwc0cF1_3S1UmeQiWFMdf8btGqQfwLae5Vg5VMbtmHWH1KZQH9bksVR1mx1FianyVs6I=>
Hi J,
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, and we're doing everything we can to get your package to you as fast as possible. Your parcel shipped on 17th July, and at 11 days in, you're at the end of the expected window - it should be arriving with you very shortly, within the next 1 to 2 days at most.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002990127580CN
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.
We're sorry for the inconvenience this has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
Wanda striped midi dress- blue/L/12
I would like to return the above item for a full refund. Please could you advise me on what I should do next.
Kind regards
J. Shepherd-Cross
Sent from Outlook for iOS<https://aka.ms/o0ukef>
The above order finally arrived last Thursday 6 th August. Unfortunately it is unsuitable and I would like a full refund.
The package has no address for me to return it to so I would be grateful if you could advise me what I should do.
Kind regards,
J Shepherd-Cross
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 28 July 2026 21:54:17
To: H Shepherd-Cross <gshepherdcross@btconnect.com>
Subject: Re: A shipment from order #2439 is on the way
Hi J,
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, and we're doing everything we can to get your package to you as fast as possible. Your parcel shipped on 17th July, and at 11 days in, you're at the end of the expected window - it should be arriving with you very shortly, within the next 1 to 2 days at most.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002990127580CN
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.
We're sorry for the inconvenience this has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi J,
Thank you for letting us know the dress arrived, if very late, and I am sorry to hear it isn't right for you.
I would like to offer you a 10% cashback on your original purchase, and you keep the dress with our compliments. There is nothing to send back, and the cashback would land on your original payment method within 3 to 5 business days.
Would that work for you? Just let me know and I will get it sorted right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you for the offer of 10% off my original purchase which by my calculations is £5. 50.
I would have preferred a full refund and the opportunity to return the dress which is obviously not going to happen.
However the small sums involved I have decided to pay the £54. 95 on my credit card, take the dress to the charity shop and forget about it.
Regards
J Shepherd-Cross
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Saturday, 08 August 2026 18:26:50
To: H Shepherd-Cross <gshepherdcross@btconnect.com>
Subject: Re: A shipment from order #2439 is on the way
Hi J,
Thank you for letting us know the dress arrived, if very late, and I am sorry to hear it isn't right for you.
I would like to offer you a 10% cashback on your original purchase, and you keep the dress with our compliments. There is nothing to send back, and the cashback would land on your original payment method within 3 to 5 business days.
Would that work for you? Just let me know and I will get it sorted right away.
Warm regards,
Anna
Customer Care Team
Marlow London