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Managing Marlow London (English) · daemon: ALIVE · last poll 51s ago · lessons: 50 active / 17 pending
👁 OBSERVE MODE (Marlow London) — reading only. Drafts are generated and shown here, but the bot won't mark mail read, move it, or send.
✉ Outgoing email is hard-disabled in code (global) — no email can go out for any store until ALLOW_REAL_SENDING=true in .env.

📥 Unanswered — needs you (50) · Marlow London

Every customer email still awaiting a reply, with the AI's draft. Edit it, regenerate with feedback, or teach a rule — say “make this universal” to push the lesson to all inboxes.
customer message
Hi There.
I ordered swimwear on the 14th June.
I had emailed a week or so ago.
I still haven’t got my order.
Could you please let me know what is happening as I’m not getting any updates.
Kind regards 
Marian.
Sent from my iPhone
escalate (dry) marianfoster150@gmail.com · 2026-06-27 18:41:45
Order status lookup required; customer has not received order and needs human investigation.
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customer message
Hi

I would like to return and be refunded for this product. Very cute but didn’t fit. And it took too long to come that I had to find an alternative. 

Please assist. Thank you. 
Sent from my iPhone
escalate (dry) lauraoshea@mac.com · 2026-06-27 10:13:25
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
Thank you for your quick reply. You have asked ‘which item’ do I have problems with? It is all 3 items, from the attached photos you have described goods as ‘premium cotton linen’ all labels on said items say ‘polyester and spandex’.  You really expect your customers to accept this. I definitely do not want any of this order. I would expect returns label and a full refund. Also in your reviews it shows goods arriving in a beautiful box. This is untrue only a plastic bag.
Looking forward to your reply.
S E Sumpner.

Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Saturday, June 27, 2026 1:04 am
To: sue.sum247@hotmail.com <sue.sum247@hotmail.com>
Subject: Re: New customer message on 26 June 2026 at 17:18

Dear Sue,

Thank you for getting in touch, and we are very sorry to hear that you are disappointed with your purchase.

Before we arrange the next steps, could you kindly let us know which item this is regarding and what specifically has led to your concerns? If possible, we would also appreciate it if you could send us a few clear photos of the item, including the material and any labels.

We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item.

Once we have received this information, we will investigate the matter promptly and do our best to resolve it for yo
escalate (dry) sue.sum247@hotmail.com · 2026-06-27 07:15:54
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
Hello Marlow-london...

Given your store's current product lineup, I can realistically help
generate 2,000 - 4,000 daily visits and 15 - 20 daily orders. No upfront
payment. What's the  best WhatsApp number to connect with you?
escalate (dry) kabeershopifyexpert@gmail.com · 2026-06-26 16:18:41
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
Hey there,

Most brands using Klaviyo are leaving 15-20% of monthly revenue untouched in their list.

We offer free Klaviyo audits for Shopify brands, a full breakdown of flows, segmentation, deliverability, and revenue attribution, so you can see exactly where things are at.

Worth a look?

Regards,
Dylan (Happi Digital)

On Tue, June 23, 2026 1:20 PM, Dylan Commons <dylan@happistudio.info>
[dylan@happistudio.info]> wrote:

> Hey there,
> 
> The majority of brands using Klaviyo leave 15-20% of monthly revenue sitting in their list untouched.
> 
> We do free Klaviyo audits for Shopify brands, a full breakdown of flows, segmentation, deliverability, and revenue attribution, so you know exactly where you stand.
> 
> Interested?
> 
> Kind regards,
> Dylan (Happi Digital)
>
escalate (dry) dylan@happistudio.info · 2026-06-26 13:06:48
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
Greetings marlow-london,

I wasn’t planning to message you at first, but after checking your store, I
noticed something important. You’ve got products people actually need, but
the store isn’t showing that value clearly. The issue isn’t what you’re
selling it’s how it’s being presented. I’ve already outlined what’s
working, what’s holding things back, and how to fix it for steady results.
Want me to share the breakdown?

— Cheers
escalate (dry) emrys.shopify.expert@gmail.com · 2026-06-26 10:42:59
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
Hello marlow-london

I found several errors and optimization opportunities on your website that
is causing you to lose potential customers and sales.

Would you like me to show you the issues I discovered and explain how they
can be fixed?

Mr Brilliant
escalate (dry) ogiriconfidence632@gmail.com · 2026-06-26 09:08:43
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
96 











































































































SmsGO Balance Has Exhausted 






Hi Nour, 
  
Hope you are doing good.  
We wanted to let you know that SMS balance in SmsGO app integrated in your shop marlow-london.com has exhausted. All SMS campaigns have stopped sending SMS on your account. 
Please login to SmsGO and recharge your account now to not miss on any conversion. You may also checkout our auto recharge feature to automate the process. 



















Login to your store 





Cheers, 
Partner Manager, 
Zegsu 
  




























































Unsubscribe
escalate (dry) contact@zegsu.com · 2026-06-26 07:14:17
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
Greetings marlow-london,

I walked through your store this morning with one question in mind: where
are the buyers who almost converted?

I found the answer. There are specific points in your journey where
high-intent visitors people who came in ready quietly lose certainty and
leave.

What's worth noting is the timing. Stores that close these gaps before peak
season don't just recover lost sales. They convert buyers who would have
never come back otherwise.

I already have a tailored breakdown from what I saw in your store
specifically. No pitch attached just the friction points and the fastest
fixes.

Worth a look before summer picks up?

Emrys
escalate (dry) unique.ecommerce.store01@gmail.com · 2026-06-26 02:14:30
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
30a344.myshopify.com
ignore (dry) accessibility@shopifysupport.org · 2026-06-24 08:36:03
Message contains only a Shopify domain with no customer question or context — appears to be an automated/system notification, not a customer email.
↻ suggest & regenerate
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customer message
96 











































































































SmsGO Balance Has Exhausted 






Hi Nour, 
  
Hope you are doing good.  
We wanted to let you know that SMS balance in SmsGO app integrated in your shop marlow-london.com has exhausted. All SMS campaigns have stopped sending SMS on your account. 
Please login to SmsGO and recharge your account now to not miss on any conversion. You may also checkout our auto recharge feature to automate the process. 



















Login to your store 





Cheers, 
Partner Manager, 
Zegsu 
  




























































Unsubscribe
ignore (dry) contact@zegsu.com · 2026-06-24 06:22:33
Automated third-party app notification (SmsGO balance), not a customer email.
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customer message
Hi there! I was curious, do you deliver to Texas, or is it location-limited?
reply (dry) hazelstormrider@gmail.com · 2026-06-24 03:05:58
Simple pre-purchase shipping availability question; short direct reply per learned guidance.
drafted reply
Hi there,

Thanks for reaching out! Yes, we ship worldwide, including to Texas, and worldwide shipping is free.

Let me know if there's anything else I can help with.

Warm regards,
Anna
Customer Care Team
Marlow London
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customer message
Greetings 🤗
Are you shipping orders within the US, specifically to NYC?
reply (dry) monnaisabella5@gmail.com · 2026-06-24 01:51:55
Simple pre-purchase shipping question; reply briefly confirming worldwide shipping is available and free.
drafted reply
Hello,

Thank you for getting in touch. Yes, we ship worldwide, including to the US and New York City, and worldwide shipping is free.

If there's anything else you'd like to know before placing your order, just let me know — I'm happy to help.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
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customer message
Hello
Is this the best place to talk to the store owner?
reply (dry) oluwaoba9@gmail.com · 2026-06-23 16:54:52
Vague greeting with no context; ask briefly how we can help.
drafted reply
Hello,

Thank you for reaching out. You've come through to the Customer Care team at Marlow London, and I'd be very happy to help with whatever you need.

Could you share a little more about what you'd like to discuss? I'll make sure it reaches the right person on our team.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
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customer message
Hi Marlow-london,

I came across your store today, and one thing genuinely stood out to me.

You've already built a store that looks trustworthy. The branding, layout,
and products give a good first impression, which is something many Shopify
stores struggle with.

That's why I was surprised when I opened a few product pages.

I think your products deserve descriptions that do more than describe the
item—they should sell it.

Most visitors don't leave because the product isn't good. They leave
because they're still asking questions like:

• Why is this better than similar products?
• What problem does it solve?
• What benefits will I actually get?
• Can I trust it? (Reviews and social proof)
• How do I use it?
• What if I have questions? (FAQs)
• Why should I buy from this store today?

When those questions aren't answered, people hesitate. And hesitation
usually means they leave without buying.

I think a few improvements to your product pages could help more visitors
feel confident enough to complete their purchase.

If you're open to it, I'm happy to share a few specific suggestions I
noticed while looking through your store.

Best regards,
Tommy
ignore (dry) salestommy265@gmail.com · 2026-06-23 15:33:51
Unsolicited marketing/sales pitch from a third party, not a customer support request.
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customer message
Hi Marlow-london,

We have helped your brand identify why visitors are not buying in the
process of checkout, how to fix the leaks, and how to increase qualified
traffic and conversion rates.
Are you the right person to send it to?

Horlar.
ignore (dry) horlarexpert13@gmail.com · 2026-06-23 14:19:24
Unsolicited B2B marketing/sales outreach, not a customer support inquiry.
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hey there,

The majority of brands using Klaviyo leave 15-20% of monthly revenue sitting in their list untouched.

We do free Klaviyo audits for Shopify brands, a full breakdown of flows, segmentation, deliverability, and revenue attribution, so you know exactly where you stand.

Interested?

Kind regards,
Dylan (Happi Digital)
ignore (dry) dylan@happistudio.info · 2026-06-23 13:21:12
Unsolicited marketing/sales outreach from another company.
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customer message
Thank you for your offer.Hope my clothes arrive in 2 weeks. Regards. Lidia Sent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 22/06/2026  22:45  (GMT+00:00) To: "lidia.paruch" <lidia.paruch@yahoo.co.uk> Subject: Re[4]: A shipment from order #1332 is on the way Hi Lidia,Thank you for getting back to me, and I am truly sorry your parcel did not arrive in time for your holiday. I completely understand how disappointing this is, especially after we had hoped to get it to you before you left.Unfortunately, there have been some complications with our shipping courier due to the very high order volume from our ongoing sale, and your parcel has been caught up in that. I am so sorry for the stress this has caused, and for the lack of clear updates along the way. That is not the experience we want you to have.As a gesture of goodwill for the inconvenience, I would like to offer you 10% cashback on your order, which you can keep on top of receiving the parcel when it does arrive. If that feels right to you, just let me know and we will get it processed to your original payment method (it usually takes 3 to 5 business days to land).In the meantime, please do enjoy your holiday, and I will be here when you are back if there is anything else I can help with.Warm regards,AnnaCustomer Care TeamMarlow LondonOn Mon, Jun 22, 2026 at 16:32, lidia.paruch <lidia.paruch@yahoo.co.uk> wrote:
Hi Anna 
Unfortunately my order didn't get delivered yet so I will go
escalate (dry) lidia.paruch@yahoo.co.uk · 2026-06-23 07:16:19
Customer accepted the 10% cashback goodwill offer; Rut needs to process the actual refund to the original payment method.
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customer message
Sent from my iPhone On 9 Jun 2026, at 12:23, MARLOW LONDON <support@marlow-london.com> wrote: 









Your order is on its way 











  


Shipped 
On its way, Ingeborg 



Your order has left our boutique. Track your package below to see when it'll arrive. 







Tracking number 
4PX3002863615930CN 
Carrier: Other 








Track package 




Items shipped 


MABYN | FRENCH VINTAGE FLORAL BLOUSE - Pink sea life / UK 14 (XL) · Pink sea life / UK 14 (XL) · Qty 1 








Order number 
#1308 


Shipping to 
Ingeborg Cottle Walton on the hill, United Kingdom 






Questions about your delivery? Reply to this email and we'll help right away. 


  

Follow us 
Facebook
ignore (dry) ingecottle@uwclub.net · 2026-06-23 07:07:47
Automated shipping confirmation notification from our own system, not a customer inquiry.
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customer message
Hi,

I came across your store and wasn't sure if it's newly launched or already
taking orders.

If it is, which product would you personally recommend to someone buying
from your brand for the first time?marlow-london.com
escalate (dry) daudaolamilekanibrahim9@gmail.com · 2026-06-23 02:10:25
Vague pre-purchase inquiry asking for a personal product recommendation; better handled by a human who can give a tailored, brand-authentic suggestion.
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customer message
Want if I add 15 confirmed sales
to Marlow-london store within 48 hours,
will you give me a chance?
Share your WhatsApp or Telegram contact?
ignore (dry) olaconsult1000@gmail.com · 2026-06-23 02:02:12
Unsolicited marketing/sales pitch offering services to the store, not a customer inquiry.
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customer message
Hi,

After reviewing your store, I believe one of the main reasons for the
current growth limitation is traffic quality and discoverability.

We help ecommerce brands increase visibility and attract high intent buyers
through SEO, search engines, AI search platforms, Pinterest, Google
Shopping, and other organic acquisition channels.
You can check our agency at sigmaconsultantfair.pro⁠.

We also have previous client results and case studies available upon
request.

Fiverr.com/yourlampard

If you're interested, I'd be happy to show you the exact opportunities we
identified and the action plan we would implement to improve traffic and
sales.
ignore (dry) plentysales12@gmail.com · 2026-06-23 01:28:30
Unsolicited marketing/agency pitch, not a customer inquiry.
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customer message
Hello, I recently came across your ads in the Meta Ads Library, and I have
to say, your creative approach really stands out.
Quick question: if you paused your ads today, how much of your current
sales would continue coming in organically?
I ask because since 2024, I've been using a unique seasonal holiday
strategy that has been helping businesses generate consistent daily organic
sales from Google and Meta ecosystems without relying on paid ads.
This seasonal opportunity runs from this month through December and is
designed to help your business attract more customers organically during
the second half of the year.
I've put together a brief overview of how this strategy works and how it
could be applied to your business.
Would you be open to me sending it over?
ignore (dry) ecommasters996@gmail.com · 2026-06-22 21:04:33
Unsolicited marketing/sales outreach, not a customer support inquiry.
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hello, is your Store still Selling?
reply (dry) team@my-shopifyunit.com · 2026-06-22 19:34:02
Brief, friendly reply confirming the store is open and inviting them to share what they need.
drafted reply
Hi there,

Thank you for getting in touch. Yes, we are still open and shipping orders as usual. Is there anything in particular I can help you with?

Warm regards,
Anna
Customer Care Team
Marlow London
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customer message
Your store is losing an estimated $5000–$7000 daily from technical leaks.
My service costs less than 5% of your current loss daily.

We can help you identify this areas, share them with you, fix them within 7
days any you get to see increase in performance and sales.

Do you want to talk about it?
ignore (dry) brightsolution212@gmail.com · 2026-06-22 18:07:36
Unsolicited marketing/sales pitch, not a customer support inquiry.
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hiya, I have a free proposal for your brand, can I send it over?
ignore (dry) tommysales360@gmail.com · 2026-06-22 16:53:40
Unsolicited business proposal/marketing outreach, not a customer support request.
↻ suggest & regenerate
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How it SHOULD have replied (edit freely):
Why — the rule to learn:
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi,

After reviewing your store, I believe one of the main reasons for the
current growth limitation is traffic quality and discoverability.

We help ecommerce brands increase visibility and attract high intent buyers
through SEO, search engines, AI search platforms, Pinterest, Google
Shopping, and other organic acquisition channels.
You can check our agency at sigmaconsultantfair.pro⁠.

We also have previous client results and case studies available upon
request.

Fiverr.com/yourlampard

If you're interested, I'd be happy to show you the exact opportunities we
identified and the action plan we would implement to improve traffic and
sales.
ignore (dry) plentysales066@gmail.com · 2026-06-22 16:31:02
Unsolicited marketing/sales pitch from a third-party agency, not a customer inquiry.
↻ suggest & regenerate
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How it SHOULD have replied (edit freely):
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Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hey,

Wanted to follow up in case my last email got buried.


One thing I forgot to mention: most cart drawer apps, including Kaching, charge a fixed monthly fee regardless of whether your upsells actually convert. Strong month or slow month, the bill stays the same. You carry all the risk.


Navidium works the opposite way. We only make money when you do. No upsell revenue generated, no charge. This isn't a trial period or a promo - it's just how we're built.


The reason we can do this is because our AI has processed millions of real shopper interactions across hundreds of Shopify stores. It already knows what converts. When you install, it gets to work immediately - no rules to set up, no offers to manually configure.


Here's a quick merchant walkthrough so you can see it in action before committing to anything: https://www.loom.com/share/76757c2ca19f4771a9921ef925e5c089


Merchants who switch from cart-drawer-only tools typically unlock 25–40% more upsell revenue within the first 30 days, simply because they're now converting across the full funnel instead of just one moment in it.


If that sounds worth 15 minutes, grab a time here: https://calendly.com/ctojason-ecompropeller/navidium-app-meeting


Sarah Khan
Account Executive
trynavidium.com

On Wed, Jun 17, 2026 at 03:11 PM UTC Sarah Khan <khan.sarah@team.trynavidium.com> wrote:

> Hi there,
> 
> I noticed MARLOW LONDON using Kaching for upsells.
> 
> I'm reaching out to help you remov
ignore (dry) khan.sarah@team.trynavidium.com · 2026-06-22 15:31:27
Marketing/sales outreach from another company, not a customer inquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hello Marlow-london, I came across your store and your products seem to be
in high demand in  USA🇺🇸. As a Level 2 seller on Fiverr, I can help you
generate 10–20 consistent orders per day by building on your current
success. If you have time, what’s the best way to reach you for a quick
conversation?
ignore (dry) falconerjrtech@gmail.com · 2026-06-22 13:24:38
Unsolicited marketing/sales pitch from a third party, not a customer enquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
No it should be
19 Irvin Ave, Saltburn-by-the-Sea, North Yorkshire TS12 1QQ

On Mon, 22 Jun 2026 at 14:09, <support@marlow-london.com> wrote:

> Hello,
>
> The adress is:
>
> North Yorkshire
>
> Saltburn-by-the-sea
>
> TS12 1QQ
>
> United Kingdom
>
> Is this correct?
>
>
>
> On Mon, Jun 22, 2026 at 14:50, Helen Marriott <hlmarriott@googlemail.com>
> wrote:
>
> Can you check the address for my order please
>
> On Mon, 22 Jun 2026 at 13:48, MARLOW LONDON <support@marlow-london.com>
> wrote:
>
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AAD9egQ3YG2ZB9nJBjbmNuBB6Ye6NygN1z-xpbuvKe5Gks4tzKhpndLlVVgLVuzWHcYZhu4IlzniO_FlUuLLzC3XgKXXt2DBVt9DH0AS995YuHX53AeV0J-J96IsoFrhdrkkkiJGlh7ZAgQeOBI3G1H2D-C9HJqNU36Gk980JsIgnUBE1AG6784EIRp2iVI02saANlEMdkRCFQ14umk4bhwNZI0pL_RAjDQyGLGVEVxb0Hd2V2zFJxPVrXNfc6r3yEZpF5Temy8hg29-sfwqQC_7UWYYIPxLHWqqTAMeACV-U3XaZwGlz5hCEseSbHxFx8JCVMMMHFYIj9XnenF2A7RSLQ==>
>
>
>
> Order confirmed
> Thank you, H
>
> We're preparing your order with care. You'll get a shipping update as soon
> as it's on its way.
>
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order.
> Shop now
> <https://marlow-london.com/_t/c/v3/AAC0i0xcmfI9-26jQFF4q6bAsmXWZutDtye2j-jwXAq1ChS_QkqFKeK_X7_l77ZcBYOCs8JSyXxVyI3nr3gwtshB0SymDfcWAagf0ZKbL8ibXfF7eNCWO7XtAWx85G_OUBwUqYZu-26fjfZe84Xd7hzHodpUW2yYX7Wy1vN7P4glYb-2RLmL24rFsRO23AEIl2173cqfXHBaiHiaZQqqRetT6O8wDVAcG9Ykmyimy1WyYlCkACM
escalate (dry) hlmarriott@googlemail.com · 2026-06-22 13:11:51
Customer provided corrected shipping address within the 12-hour change window; human must update it in the system.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Met wie is er contact mogelijk?
reply (dry) mosesodeyale7@gmail.com · 2026-06-22 13:01:08
Vague greeting with no specific question; reply briefly asking how we can help.
drafted reply
Hello,

Thank you for reaching out to Marlow London. You've come through to the right place, I'm Anna from our Customer Care Team and I'm happy to help.

Could you let me know a little more about what you need? For example, an order question, sizing help, shipping, or a return, and I'll take it from there.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Met wie is er contact mogelijk?
reply (dry) mosesodeyale7@gmail.com · 2026-06-22 13:00:00
Near-empty greeting/contact query, reply with a brief friendly one-liner asking how we can help.
drafted reply
Hi there,

Thank you for reaching out. You're already in the right place, I'm Anna from the Customer Care Team at Marlow London, and I'm happy to help.

Could you let me know a little more about what you need? Whether it's about an order, sizing, shipping, or a return, I'll do my best to assist.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
You received a new message from your online store's contact form.

Country Code:
GB

Name:
Debbie young

Email:
debbie.young15250@hotmail.com

Body:
Hi
I have been away for three weeks and I can't see to track my
order of a swimsuit.
I don't know if it's been delivered to a neighbour who is away
too . I can't seem to track my order through shop can you help
please
escalate (dry) mailer@shopify.com · 2026-06-22 09:25:25
Customer needs a real order/tracking lookup and possible non-delivery investigation, which requires human action.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi. I will have the cardigan. Thank you.

On Sat, 20 Jun 2026, 23:30 , <support@marlow-london.com> wrote:

> Dear Beki,
>
> Thank you for your email and for sending the marked images.
>
> After reviewing the items, we would like to clarify that the original
> product purchased had a value of £39.95. As such, we can offer one
> replacement item of the same value, rather than multiple replacement items
> whose combined value exceeds the original purchase amount.
>
> Could you please let us know which item you would prefer as your
> replacement: the jeans or the top?
>
> Once we receive your confirmation, we will be happy to proceed with the
> replacement for you.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Fri, Jun 19, 2026 at 07:38, B G <bekivieg@gmail.com> wrote:
>
> Good morning
> I have attached the photos of the items I chose again and highlighted it
> with red marker . It is size S.
> Kind regards
>
> Beki
> Ireland.
>
> On Fri, 19 Jun 2026, 03:35 , <support@marlow-london.com> wrote:
>
> Thank you for your message, and our sincere apologies for the confusion.
>
>
> It looks like something may have gone wrong during the process, and we
> want to make absolutely sure that we arrange the correct replacement items
> for you.
>
>
> Could you please confirm exactly which products you would like us to send
> as replacements? If possible, please send us the product links from our
> website, or clear photos/screenshots of t
escalate (dry) bekivieg@gmail.com · 2026-06-22 07:30:31
Customer has selected a replacement item (cardigan) that differs from the two options offered (jeans or top); human must verify value match and action the repla
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
96 











































































































SmsGO Balance Has Exhausted 






Hi Nour, 
  
Hope you are doing good.  
We wanted to let you know that SMS balance in SmsGO app integrated in your shop marlow-london.com has exhausted. All SMS campaigns have stopped sending SMS on your account. 
Please login to SmsGO and recharge your account now to not miss on any conversion. You may also checkout our auto recharge feature to automate the process. 



















Login to your store 





Cheers, 
Partner Manager, 
Zegsu 
  




























































Unsubscribe
ignore (dry) contact@zegsu.com · 2026-06-22 06:21:50
Automated platform notification from SmsGO app about SMS balance, not a customer inquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
If I can generate consistent daily orders for your bikini products during
the summer season, would you be interested in discussing a potential
collaboration?
ignore (dry) kioneleja05@gmail.com · 2026-06-21 13:29:11
Unsolicited marketing/collaboration pitch, not a customer support inquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi there,

I'll close the loop here so I'm not cluttering your inbox.

If you want your email marketing done-for-you instead of fighting with Klaviyo templates, book a demo with our technical co-founder and we'll build you a free welcome flow: https://calendly.com/jio-jetflow/jetflow-demo?month=2026-06

Either way, congrats on the launch of MARLOW LONDON.

Best,

On Thu, June 18, 2026 1:33 PM, Rebecca Lewis <rebecca@advamailflowtemple.com>
[rebecca@advamailflowtemple.com]> wrote:

> Hi there,
> 
> Following up — building Klaviyo flows and campaigns from scratch is a pain, and most stores never actually finish them.
> 
> Jetflow does the whole thing for you in one click: welcome series, abandoned cart, and campaigns, all on-brand.
> 
> Book a demo with our technical co-founder to get a free welcome flow: https://calendly.com/jio-jetflow/jetflow-demo?month=2026-06
> 
> Best,
> On Tue, June 16, 2026 1:21 PM, Rebecca Lewis <rebecca@advamailflowtemple.com>
> [rebecca@advamailflowtemple.com]> wrote:
> 
> > Hi there,
> > 
> > Get all of your email campaigns and flows finished in 5 minutes. Jetflow automates your brand's entire email marketing with one click.
> > 
> > Check us out on the Shopify App Store here: https://apps.shopify.com/jetflow
> > 
> > Book a demo with our technical co-founder to get a free welcome flow: https://calendly.com/jio-jetflow/jetflow-demo?month=2026-06
> > 
> > Best,
> >
ignore (dry) rebecca@advamailflowtemple.com · 2026-06-21 13:18:57
Marketing/sales outreach from a third-party company, not a customer inquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi There.
Thank you so much for your help.
It is very much appreciated and has put my mind at ease.
Once again thank you.
Kind regards 
Marian.
Sent from my iPhone

> On 20 Jun 2026, at 23:34, support@marlow-london.com wrote:
> 
> 
> Dear Marian,
> 
> Thank you for your email.
> 
> We have located your order and can confirm that it has been processed and is currently on its way to you.
> 
> Please rest assured that your order is active within the delivery network and there is no need for concern. Tracking updates can sometimes take a little time to progress, but your parcel is moving through the shipping process as expected.
> 
> Thank you for your patience. We are confident that your order will be with you soon.
> 
> Kind regards,
> Marlow London Support
> 
> <image.png>
> 
> 
> 
>> On Fri, Jun 19, 2026 at 09:24, Marian Foster <marianfoster150@gmail.com> wrote:
>> Hi There.
>> My email address is:
>> Marian-foster@hotmail.co.uk
>> <image0.png>
>> 
>> Sent from my iPhone
>> 
>> On 19 Jun 2026, at 03:28, support@marlow-london.com wrote:
>> 
>> 
>> Dear Marian,
>> 
>> Thank you for getting in touch.
>> 
>> We completely understand your concern, and we are sorry that you have not yet received a confirmation email or any updates regarding your order.
>> 
>> Please do not worry. We would be happy to look into this for you. Could you kindly provide the email address used when placing the order, along with any payment reference, transac
reply (dry) marianfoster150@gmail.com · 2026-06-21 07:16:09
Customer sent a thank-you note; reply warmly to close the loop.
drafted reply
Hi Marian,

Thank you so much for your kind message, it really made our day.

I'm so glad we could put your mind at ease. Your order is on its way, and we're confident it will reach you soon. If anything else comes up in the meantime, please don't hesitate to reach out.

Wishing you a lovely day.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi, David help Shopify store owners increase their sales using proven
marketing strategies.

I know paying upfront can feel risky when you’re not sure about the
results. That’s why I’m offering a performance-based deal.

My Offer:

I will improve your Shopify store, set up better sales strategies, bring
targeted traffic, and help increase your sales — with no upfront payment.

How I Get Paid:
 • You pay $0 upfront
 • When your store makes $25,000 in total sales, you pay me $1,000
commission
 • I only earn when you earn
 You are going to provide nessacry plugins for optimization.
What I Will Do:
 • Check and improve your store
 • Improve your product pages and SEO
 • Set up a sales funnel
 • Run ads or influencer marketing
 • Set up email marketing
 • Track and report sales performance

This is a results-based partnership.

Are you interested?

On Sat, 20 Jun 2026, 23:40 , <support@marlow-london.com> wrote:

> Dear Customer,
>
> Thank you for your message.
>
> We are pleased to confirm that shipping is completely free. The price
> shown on our website is the final price you pay, and there are no
> additional shipping charges added at checkout.
>
> You can place your order with confidence, knowing there are no further
> delivery costs to pay.
>
> If you have any other questions, please feel free to let us know.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Sat, Jun 20, 2026 at 20:44, DAVID Thompsons <
> thompsonsdavid8
ignore (dry) thompsonsdavid845@gmail.com · 2026-06-21 01:38:11
Unsolicited marketing/sales pitch from a third party, not a customer support request.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
96 











































































































SmsGO Balance Has Exhausted 






Hi Nour, 
  
Hope you are doing good.  
We wanted to let you know that SMS balance in SmsGO app integrated in your shop marlow-london.com has exhausted. All SMS campaigns have stopped sending SMS on your account. 
Please login to SmsGO and recharge your account now to not miss on any conversion. You may also checkout our auto recharge feature to automate the process. 



















Login to your store 





Cheers, 
Partner Manager, 
Zegsu 
  




























































Unsubscribe
ignore (dry) contact@zegsu.com · 2026-06-19 20:28:55
Automated platform notification from a third-party SMS app, not a customer inquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Howdy Marlow-london, your authority score says you should be pulling 2k+
organic visitors a week, conservatively. Instead, weaker-positioned stores
in your region are sitting above you, taking the high-intent traffic that's
supposed to be yours.


Looked closer and it's not a content problem or a product problem it's
structural. Something in how the store's built is quietly keeping it out of
the exact places your buyers are already looking.
Want what I found first, then the fix? Under 7 days once we start.


Faith
ignore (dry) shopify.dignitals.helpdesk22@gmail.com · 2026-06-19 15:51:07
Unsolicited SEO marketing pitch, not a customer support inquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi, do you deliver internationally?
reply (dry) bwealth653@gmail.com · 2026-06-19 15:50:39
General shipping enquiry answered with current shipping time; no order lookup needed.
drafted reply
Hi there,

Thank you for getting in touch, and for your interest in Marlow London.

Yes, we do ship internationally. Once you add your items to the basket and head to checkout, you'll be able to enter your delivery address and see the available shipping options for your country.

Our current shipping time is 8 to 12 days, as we're experiencing high volume from our ongoing sale. Thank you so much for your patience.

If there's anything else I can help with, or if you'd like a hand placing your order, just let me know and I'll be happy to assist.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
You received a new message from your online store's contact form.

Country Code:
GB

Name:
Lisa Tomlinson

Email:
tomlinsonlisa@hotmail.com

Body:
If I was to buy an outfit and it didn’t fit, do I have to
pay for the return postage?
reply (dry) mailer@shopify.com · 2026-06-10 19:36:47
Pre-purchase question about return shipping costs; answered using locked policy figures and offered the keep-item alternative.
drafted reply
Hi Lisa,

Thank you so much for reaching out before placing your order — that's a lovely question to ask!

If an item doesn't fit, you have a couple of options:

Returns: You're welcome to return any unworn item in its original condition and packaging within 30 days of delivery. As our returns go to our supplier in Asia, the return postage would be at your expense, which is £19.95 GBP.

A hassle-free alternative: If the size isn't quite right, we'd be very happy to send you the correct size and let you keep the original item, for just £12.50 GBP. Many of our customers love this option as there's no return postage or trip to the post office involved — and you get to keep the extra piece too.

A quick tip: our outfits do tend to run a little small, so we usually recommend going one size up. You'll also find a detailed size chart on each product page to help you choose with confidence.

I hope this helps you decide — do let me know if you'd like a hand picking the right size.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi can you give me idea when my order should arrive the tracking doesn’t
seem right it’s telling me it’s in china
I thought it was coming from Dublin
Regards
Margaret

On Thu 4 Jun 2026 at 03:18, MARLOW LONDON <support@marlow-london.com> wrote:

> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AADsexZdAzOufo63MZH78vnX2oDLz9om4NPetrZl6fyGAaZTF3H94k6y7FsrjttjEPBQ1ydmvCGIfR1Bs2gQubrDs7SXZIiAD_ONtl2-UCASREd1d3uw9Eg9e152RZtwMDbDo-nDwBAN8ZGll2UuHOGxRdTv70tis8SHoE6HItRTmsJ4jF4JegYqQAzAEcRQWiwcaGdHoYlqy5sa0-hwyvqrhI0pfF5YXTdTURiOJRI6s9heiAsnK0KkmaCftKQx13qA97IBiVvpgb1cUF3n_AIDyXYBlrTXNorOm-6zBvFSQxxBTKMnd4uoIzBGwPkludpzfhh5LGz8lZna92djk1_VsA==>
>
>
>
> Shipped
> On its way, Margaret
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> 4PX3002842141726CN
>
> Carrier: Other
> Track package
> <https://marlow-london.com/_t/c/v3/AADrfIwDJ-UtxteV3KYMzJWG6ZoFyb3lvnmhPN6EOmy0kjFiGGE-QTPE3-SXqAHvAPqGWbieI8hAlC-R-Y6BLSpd7zztl-Kt3luviJKfL1zVsgL3FSpF-uxynb9gfcY5FrWt0fKX0NTwlOertKwNbUZCxfxj_dkbmp0klRcJzwqdmP_JulEs2XMqy6kc165kA2jSISAbuwLZd0OcfBI6oT8QJt7oMYUepXj64-l5eY6vfPRWfLRx--gbKztAxB3nFVhvWB6ahNP6pqPyMut_vqsE3f1tt6JgB3fPnkNYZKWsPU4GxPewGCZkF54e_w==>
>
> Items shipped
> CLÍODHNA | COLOURFUL WRAP SWIMSUIT - Black / UK 12 (L) · Black / UK 12 (L)
> · Qty 1
> TREASA | CROSS-FRONT HIGH-WAIST BIKINI SET - Black / UK 12 (L) · Black /
> UK 12 (L) · Qty 1
> CAOIMHE | SOLID COLOUR RUCHED ONE-PIECE S
reply (dry) margaretnagle5@gmail.com · 2026-06-10 18:14:06
General shipping reassurance about Asia-origin tracking and current shipping time — no lookup or action needed.
drafted reply
Hi Margaret,

Thank you for getting in touch, and I completely understand the confusion — let me reassure you.

Your order is on its way and nothing is wrong. Some of our orders ship directly from our trusted supplier in Asia (the same supplier used by major fashion retailers), which helps us avoid delays and keep quality consistent. That's why your tracking is showing China as the origin — it's completely normal and expected.

Our current shipping time is 8–12 days due to high volume from our ongoing sale. Tracking sometimes pauses between courier scans, so please don't worry if it doesn't update every day — it will refresh at the next checkpoint. If anything looks unusual as you get closer to the end of that window, just reply here and I'll be happy to look into it further.

Thank you so much for your patience, Margaret — your swimwear will be with you soon.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi Marlow-london

I recently visited your store and was truly impressed by the products and
brand you're building. I'd like to explore the possibility of collaborating
with you and see how I can support your growth. Is your store live now, or
are you still in the development phase?
ignore (dry) samuelglobl.fr@gmail.com · 2026-06-10 15:11:35
Unsolicited B2B partnership/marketing outreach, not a customer support inquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
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Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Thank you so much
Mrs C Calder

On Wed, 10 Jun 2026 at 13:52, <support@marlow-london.com> wrote:

> Dear Mrs Calder,
>
>
> Thank you for your message.
>
>
> Of course, we are happy to help. We have contacted our fulfilment team and
> requested that the *black Tamsin swimsuit* in your order be changed to
> the *grey version* before it is dispatched.
>
>
> We will do our best to make this adjustment in time. Once the change has
> been confirmed, your order will continue to be processed as normal.
>
>
> Kind regards,
>
> *Marlow London Customer Care*
> support@marlow-london.com
>
>
>
> On Wed, Jun 10, 2026 at 10:03, Claire Calder <clarrycalder@gmail.com>
> wrote:
>
> Hello
> Just placed an order but forgot to choose the grey suit - instead of
> black.  Can you help please?
>
> Regards
> Mrs C Calder
>
> Sent from my iPhone
>
>
ignore (dry) clarrycalder@gmail.com · 2026-06-10 15:09:24
Customer's reply is just a thank-you acknowledgement requiring no action.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hello, I was wondering if you ship to New York, or if your delivery area is
limited. Also, how long does shipping there usually take?
reply (dry) aneesdoger4@gmail.com · 2026-06-10 13:03:38
General shipping enquiry answered using the current shipping time from POLICY VALUES; no lookup required.
drafted reply
Hello,

Thank you so much for reaching out and for your interest in Marlow London!

Yes, we're delighted to ship to New York — we deliver internationally, so you can place your order with ease.

At the moment, delivery typically takes around 8–12 days. We're experiencing higher volumes due to an ongoing sale, so we truly appreciate your patience. As soon as your order is on its way, you'll receive a confirmation email with a tracking link so you can follow it every step of the way.

If there's anything else I can help with, please don't hesitate to let me know.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hello Marlow-london
I’m reaching out to connect with the owner of this website. Please let me
know if I’m contacting the right person.
ignore (dry) larrydammy060@gmail.com · 2026-06-10 13:00:29
Unsolicited outreach seeking the website owner, not a customer support inquiry.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi there, Can I speak with the store owner or the manager here?
marlow-london.com
escalate (dry) priscillamason856@gmail.com · 2026-06-10 12:53:23
Customer is requesting to speak with the store owner/manager, which requires a human to handle.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi Marlow-london, just a quick one if I bring in around 10 to 15 orders for
your shop within 48 hours, what will be my commission?
escalate (dry) parkjimmin536@gmail.com · 2026-06-10 11:59:38
Affiliate/commission/partnership inquiry is outside customer support scope and requires a human decision.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
Observe-only (read-only — never touches the mailbox)   ON
Dry-run (when live: draft only, never sends)   ON
Learning (improve playbook from your replies)   ON
Verification &amp; fraud rules (extra strict refunds)   OFF
Learning mode   AUTO
review = you approve each lesson (press Approve / Y). auto = lessons apply immediately.
 

Notices

Suggestion saved to the playbook as a rule (lesson #69).
2026-06-23 14:01:41
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-23 14:01:33
Suggestion saved to the playbook as a rule (lesson #65).
2026-06-23 13:07:26
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-23 13:07:21
Suggestion saved to the playbook as a rule (lesson #62).
2026-06-23 13:00:21
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-23 13:00:11
Suggestion saved to the playbook as a rule (lesson #59).
2026-06-22 21:52:42
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 21:52:33
A human reply changed LOCKED policy. The AI will NOT learn this — edit playbook.md by hand if intended.
2026-06-22 21:48:04
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 21:47:59
A human reply changed LOCKED policy. The AI will NOT learn this — edit playbook.md by hand if intended.
2026-06-22 21:47:28
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 21:47:22
Suggestion saved to the playbook as a rule (lesson #56).
2026-06-22 21:44:43
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 21:44:33
A human reply changed LOCKED policy. The AI will NOT learn this — edit playbook.md by hand if intended. Detail: Human offered a 'comparable replacement' (pick a different item of similar value, keep the current one, free shipping unless it exceeds original value) which is not in the locked return-avoidance offers, and presented all three options at once rather than laddering. The replacement-item offer effectively waives the keep-item / exchange contribution for like-for-like value, which conflicts with POLICY VALUES.
2026-06-22 21:43:32
A human reply changed LOCKED policy. The AI will NOT learn this — edit playbook.md by hand if intended.
2026-06-22 21:41:58
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 21:41:53
Suggestion saved to the playbook as a rule (lesson #55).
2026-06-22 21:40:35
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 21:40:25
Playbook edit failed: the model made no change
2026-06-22 21:38:15
Suggestion saved to the playbook as a rule (lesson #53).
2026-06-22 21:34:26
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 21:34:20
Suggestion saved to the playbook as a rule (lesson #49).
2026-06-22 13:21:57
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 13:21:51
Suggestion saved to the playbook as a rule (lesson #46).
2026-06-22 13:15:31
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 13:15:17
A human reply changed LOCKED policy. The AI will NOT learn this — edit playbook.md by hand if intended. Detail: The operator's note proposes a 50% refund-to-keep offer and the human reply proposes 40% cashback, both of which would change the locked Cashback ladder figures in POLICY VALUES. Locked policy figures can only be changed by the operator editing the playbook directly.
2026-06-22 13:14:38
Suggestion saved to the playbook as a rule (lesson #45).
2026-06-22 13:14:03
Regenerated the reply (now: escalate). See the updated draft on that card.
2026-06-22 13:13:57
Suggestion saved to the playbook as a rule (lesson #42).
2026-06-22 13:06:41
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-22 13:06:34
A human reply changed LOCKED policy. The AI will NOT learn this — edit playbook.md by hand if intended. Detail: Human claimed to have checked the system, disclosed an internal supplier error (wrong items prepared), and offered a £20 store credit code — all actions outside the AI's allowed scope (no system lookups, no inventing order details, no issuing monetary compensation). Store-credit-as-goodwill is also a new compensation mechanism not in the playbook and effectively a monetary action that must be escalated.
2026-06-19 16:16:06
A human reply changed LOCKED policy. The AI will NOT learn this — edit playbook.md by hand if intended. Detail: Human used 5-8 business days shipping time instead of the playbook's stated figure, and proactively issued a store credit code (STORECREDIT20) for a simple tracking-confusion inquiry — both are policy/figure changes that only the operator can make.
2026-06-19 16:11:20
Suggestion saved to the playbook as a rule (lesson #6).
2026-06-16 14:49:20
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-16 14:49:12
Suggestion saved to the playbook as a rule (lesson #5).
2026-06-16 14:46:57
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-16 14:46:31
Tried again with the new rule — the test card now shows the fresh answer.
2026-06-15 14:19:00
Learned & applied (lesson #4): Prefer replies in this style: "Hi Lidia, Thank you for getting in touch, and I completely understand wanting your parcel in good time before your holiday. Our
2026-06-15 14:18:42
Playbook updated — Added a 'Never use emojis in replies.' bullet to the Voice section.. The exact diff is in 'Playbook change history'.
2026-06-10 21:51:30
Tried again with the new rule — the test card now shows the fresh answer.
2026-06-10 21:48:32
Learned & applied (lesson #3): Never use em dashes (—) in customer replies. Rewrite sentences with commas, periods, or parentheses instead to keep the tone natural and human.
2026-06-10 21:48:25
Tried again with the new rule — the test card now shows the fresh answer.
2026-06-10 21:48:20
Learned & applied (lesson #2): Never use em dashes (—) in customer replies; use commas, periods, or parentheses instead to keep the tone natural and human.
2026-06-10 21:48:14
Suggestion saved to the playbook as a rule (lesson #1).
2026-06-10 21:40:41
Regenerated the reply (now: reply). See the updated draft on that card.
2026-06-10 21:40:36
Regenerated the reply (now: reply). See the updated draft on that decision below.
2026-06-10 21:29:34

Active lessons for Marlow London (50 — 0 🌐 universal / 50 🏠 local)

🏠 This store only   shipping   When a customer asks for an expected delivery date or average wait time after tracking is limited, reassure them the order is on its way with no indication of issues and say most parcels at this stage arrive within the next few days, without committing to an exact date.
e.g. “Customer asks what the average wait time is and when to expect their shoes since tracking info is limited.” → “Reassure that the order is on its way with no signs of issues, note that tracking can take time to refresh, and say most parcels at this stage are delivered within the next few days without giving an exact date.”
#75 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer escalates after rejecting earlier cashback offers and threatens bad reviews or demands a full refund, jump to a higher cashback tier (around 50%) keep-the-item offer rather than repeating mid-ladder percentages. This resolves disputes quickly while avoiding costly returns to the Asia supplier.
e.g. “Customer rejects 25% cashback, demands full refund, complains about return shipping cost and misleading 'London' branding, threatens bad reviews.” → “Empathise, acknowledge frustration, and offer 50% cashback to original payment method with no need to return the item; confirm and escalate to Rut to process once accepted.”
#74 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer questions the return shipping cost, clarify that it is the international postal carrier's charge (not a Marlow fee) and re-present the alternative goodwill cashback (keep-item) option so they can choose between returning or keeping with the offered refund.
e.g. “Customer pushes back on the return shipping cost being charged for a low-value item after being offered a return as an alternative to a goodwill cashback.” → “Explain that the return shipping fee is the international carrier's cost, not a Marlow charge, and remind them they can instead accept the previously agreed goodwill cashback and keep the item — ask which option they prefer.”
#73 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   product   When a customer requests a specific replacement item/size that isn't available, don't just refuse — point them to the relevant collection link and invite them to pick an alternative item, then offer to check availability and arrange the replacement. This keeps the exchange path alive instead of pushing them back to a return.
e.g. “Customer asks for a specific replacement size/item that we don't have in stock.” → “Apologize that the specific item/size isn't available, share the link to the relevant collection, invite them to choose an alternative, and offer to confirm availability and arrange the replacement.”
#72 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   escalation   When a customer accepts a cashback/refund offer, do not restate options or negotiate further — confirm acceptance, ask for the order number and product to verify, then escalate to the human to process. Keep the closing message brief and transactional rather than re-empathising.
e.g. “Customer accepts a previously offered cashback amount after back-and-forth negotiation.” → “Confirm we'll proceed with the agreed amount, ask for order number and product to verify, and escalate to the human for processing.”
#71 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer asks to confirm their order has shipped but provides no identifying details, request the order number, the email/full name used at checkout, and the approximate order date before escalating for a lookup. This gives the human everything needed to investigate in one pass instead of a second back-and-forth.
e.g. “Customer asks to confirm their order is on its way but gives no order details.” → “Empathise, then ask for order number, checkout email/full name, and approximate order date so the team can check the status.”
#70 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer asks to confirm their order is on its way (or any status check requiring a lookup), ask upfront for the order number, the email/full name used at checkout, and the approximate order date before escalating, so the human has everything needed to investigate in one pass.
e.g. “Customer asks to confirm their order is on its way without providing any details.” → “Empathise, then ask for (1) order number, (2) email or full name used at checkout, and (3) approximate order date, and let them know you'll pass it to the team to check.”
your why: ask for all the needed details to check in this case
#69 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer has accepted a cashback-to-keep offer, still remind them that returning the item for a full refund remains an option, so they retain the choice between keeping the item with cashback or returning it.
e.g. “Customer accepts a partial cashback offer to keep the item after a complaint.” → “Confirm the cashback acceptance and remind them they can alternatively return the item for a full refund if they prefer.”
#68 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   product   For product info requests (sizes, photos, stock availability), direct customers to the product page as the source of truth and ask them to share the product link or exact name so you can assist further — do not invent or promise to send product photos/details you don't have access to.
e.g. “Customer asks for photos of an item in a specific size or asks what the largest size available is.” → “Point them to the product page for the full size range and images, and ask them to share the product link or exact name so you can check from your side too.”
#67 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer pushes back on the first cashback offer and raises fairness concerns (e.g. bad-review risk, branding complaint), escalate up the cashback ladder and pair it with a 'keep the item + free replacement' option, while acknowledging the branding/returns-location complaint as fair feedback to pass to the team.
e.g. “Customer declined the first cashback offer, says a refund equals you sending a free replacement, and complains the 'London' branding is misleading about return shipping location.” → “Acknowledge the frustration and the fair point about London branding (promise to pass it on), then offer two stronger options: a comparable free replacement they choose while keeping the original dress, or a higher cashback step to keep the item — invite them to say what feels fair.”
#66 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   other   remove "If neither of these feels quite right,"
your why: remove "If neither of these feels quite right,"
#65 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   escalation   When a customer accepts a cashback/refund offer, escalate to the human to process it rather than confirming it yourself — ask for the order number so Rut can action it, and acknowledge any valid feedback (e.g. that returns going to Asia should be flagged more clearly upfront) as something to pass to the team.
e.g. “Customer accepts a previously offered cashback amount to keep the item and closes the negotiation.” → “Confirm warmly, request the order number so it can be processed, set refund-timing expectations per POLICY VALUES, acknowledge any fair feedback, and escalate to the human to actually issue the cashback.”
#64 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   tone   When a customer raises a fair process complaint alongside their resolution (e.g., that returns going to Asia should be disclosed upfront), acknowledge the feedback genuinely and say it will be passed to the team — don't just resolve the money and ignore the point. This validates returning customers and de-escalates frustration.
e.g. “Frustrated repeat customer accepts a partial cashback offer but also complains that the Asia returns policy wasn't communicated clearly upfront.” → “Confirm the agreed cashback and refund timing, then explicitly acknowledge the transparency feedback and commit to passing it to the team; thank them as a returning customer.”
#63 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer invokes the Consumer Rights Act (or similar legal grounds) while a cashback offer is on the table, accept the current cashback offer rather than escalating the ladder or pushing back; confirm the cashback to original payment method with a 7–10 working day timeframe and acknowledge their feedback empathetically.
e.g. “Frustrated returning customer cites Consumer Rights Act, says they're owed a full refund but will accept the £30 cashback offer already on the table.” → “Accept the £30 cashback to the original payment method (arrives in ~7–10 working days), let them keep the items, acknowledge the returns-to-Asia communication gap as fair feedback, and escalate so the human executes the cashback.”
your why: if they talk about the consumer rights act then just accept in this case the 30 pound offer its good. Refund will be there in about 7-10 working days
#62 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer escalates and rejects an earlier cashback step, climb the cashback ladder to the next tier (e.g. 50%) and pair it with a replacement-plus-keep-item alternative, rather than holding firm or jumping straight to a return. Keep the tone empathetic and invite the customer to name what they'd consider fair.
e.g. “Customer rejects a 25% cashback offer as unfair after their item didn't fit and threatens to take it further.” → “Apologise warmly, move up the cashback ladder (e.g. 50% to keep the item) and offer a comparable free replacement they can keep alongside the original, then invite them to suggest what would feel fair.”
#61 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   tone   When a customer pushes back angrily on the first cashback offer and threatens escalation, move promptly to the next step on the cashback ladder, drop the costly return-to-Asia option from the menu, and invite the customer to say what they would consider fair. Lead with empathy acknowledging their frustration before presenting the improved options.
e.g. “Customer angrily rejects a 10% cashback offer, calls the return cost outrageous, demands a full refund and threatens to take it further.” → “Empathise with the frustration, skip up the cashback ladder to a more generous keep-item offer plus a free replacement option, omit the paid return option, and ask what the customer would feel is fair.”
#60 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   returns   When escalating the cashback ladder for an unhappy customer, pair the higher cashback offer with the comparable-replacement option (similar-value item, free shipping, keep the original) so the customer always has a tangible alternative to a return. Present both side by side rather than cashback alone.
e.g. “Customer rejects the initial 10% cashback and small keep-item offer as unfair, demands a full refund, and is upset about return shipping costs.” → “Empathise, then offer two avoidance options together: a higher cashback (next step on the ladder) to keep the item, OR a comparable-value replacement with free shipping while keeping the original. Invite them to choose or suggest what feels fair.”
your why: you can also offer comparaeable item of similiar value to be sent in this case
#59 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer wants to return for a sizing issue, present the size-exchange (keep-item contribution) AND a cashback-to-keep-and-adjust option side-by-side, then mention the return route as a fallback — giving all three choices upfront rather than only the size exchange.
e.g. “Customer received item, loves it but it's too big and wants to return.” → “Empathise, then offer: (1) correct size + keep current for the keep-item contribution, (2) cashback (starting at the first ladder step) to keep and self-adjust, or (3) return within the window at customer's cost to the Asia supplier, refund timing noted.”
#58 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   shipping   When a delayed parcel causes a customer to miss a time-sensitive event (e.g. holiday) after we previously promised it would arrive in time, proactively offer a goodwill cashback (around 10%) on top of keeping the order, rather than only apologising or waiting for them to ask for compensation. Escalate once the customer accepts so the human can process it.
e.g. “Customer says the parcel still hasn't arrived and they're now leaving for holiday without it, after we'd promised it would arrive in time.” → “Apologise sincerely for missing the holiday window, acknowledge the courier delay and poor updates, and offer ~10% goodwill cashback to their original payment method (3-5 business days) while they keep the order; escalate to Rut once they accept.”
#57 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   shipping   When a customer is upset about a delay that caused real inconvenience (e.g. missing it before a holiday/event), lead with genuine apology, explain that complications with the shipping courier stem from high order volume during the ongoing sale, and proactively offer 10% cashback to original payment method as a goodwill gesture they keep on top of receiving the parcel.
e.g. “Customer angry their order didn't arrive before their holiday and complains they weren't told it ships from China.” → “Apologise warmly, acknowledge the disappointment, explain courier complications due to high sale volume, and offer 10% cashback to their original payment method as goodwill (kept on top of the parcel arriving); escalate to process once accepted.”
your why: be understanding and appologetic, say there were complicatiosn wiht the shipping courier due to high order volume and offer 10% cashback as compensation in this case.
#56 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer reports a fit/satisfaction issue and is open to keeping the item, always present all three options together in one reply: (1) a comparable replacement of similar value (keep the current item; we cover shipping on the new item, with the £19.95 shipping fee applying only if the replacement exceeds the original order value), (2) cashback to keep the item (start at the first step of the cashback ladder), and (3) return to the Asia supplier within the return window at the customer's cost. Let the customer choose rather than laddering one option at a time.
e.g. “Customer says the item doesn't fit well and is unhappy, with a time constraint.” → “Empathise, then offer all three options in one message: a comparable replacement of similar value (keep current item, we cover shipping unless the new item exceeds original order value, then £19.95), cashback to keep the item, or a return to the Asia supplier within 30 days at £19.95 customer cost with refund in 3–5 business days.”
your why: i always want you to name all 3 options of: compareable item, the refund ladder that goes up each time and the returning
⚠ conflicts with non-locked guidance: The playbook says to work the cashback ladder step-by-step and only escalate to the next step if the customer declines the previous one; the operator wants all three solution paths (comparable replacement, cashback, return) presented together in the first reply.
#55 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer asks you to check on an order that hasn't arrived but provides no identifying details, reply by asking for the order number, the email/full name used at checkout, and the approximate order date before escalating — don't claim to check the system yourself.
e.g. “Customer says their order hasn't arrived and asks us to check the status, with no order number provided.” → “Apologise warmly, then ask for the order number, the email or full name used at checkout, and the approximate order date so the details can be looked into.”
#54 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer asks where their order is or to check its status, don't give generic shipping reassurance — first ask for the order number, the email or full name used at checkout, and the approximate order date so the team can actually look it up.
e.g. “Customer asks us to check the status of an order that hasn't arrived.” → “Apologise briefly, then ask for order number, checkout email/full name, and approximate order date before escalating for a lookup.”
your why: if someone asks where their order is, you should simply ask for the information needed so we can check, because we can not check either if we dont get the info from the custommer
#53 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer is unhappy with product quality/material (not just fit), present return-avoidance options as a menu in one reply: cashback to original payment, store credit of the same value, or a comparable replacement item of similar price with free shipping — alongside the standard return option. Acknowledge the specific complaint (e.g., how the fabric feels) before listing alternatives.
e.g. “Customer wants to return a dress because the material is unpleasant on the skin and it doesn't look like the picture.” → “Empathise about the fabric experience, then offer a choice: cashback to original payment to keep the item, equivalent store credit, or a comparable-price replacement with shipping covered — with the standard paid return to the Asia supplier still available if none suit.”
#52 · sent_folder · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer asks about tracking, a possibly-missed delivery, or anything requiring an order lookup, first ask for the order number, the checkout email/full name, and approximate order date, then escalate so a human can investigate — do not attempt to answer or reassure without those details.
e.g. “Customer back from being away can't track their swimsuit order and worries it may have been left with an absent neighbour.” → “Apologise for the worry, request order number plus checkout email, full name, and approximate order date so the team can look into the delivery status, then escalate.”
your why: ask her order number ect so that us humans can check
#49 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer (or suggestion) pushes for a large flat refund to avoid the return hassle, do not jump ahead — always start at the first step of the cashback ladder in POLICY VALUES and only move to the next step if the customer declines the previous one.
e.g. “Customer wants to return; suggestion to skip straight to a high refund percentage to avoid shipping hassle.” → “Frame the return cost and refund wait, then offer the first cashback-ladder step (keep the item, cashback to original payment method); escalate up the ladder only if declined.”
your why: 40% follow the cashback aldder
#46 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer is unhappy or wants to return, proactively offer a 50% refund to keep the item as an alternative to returning, since this saves them the hassle of shipping it back to Asia. Work this into the cashback ladder as a strong return-avoidance option.
e.g. “Customer wants to return an item because they are not happy with it.” → “Offer a 50% refund to keep the item as a hassle-free alternative to returning it to our Asia supplier at their own expense.”
your why: yes it is an internal instruction
#45 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer replies with only partial return details (e.g., the item but no order number or reason), warmly acknowledge that you've located/noted their order and re-ask the missing questions — especially the reason for return — before offering any return-avoidance solution. Frame the ask by noting that a quick chat often unlocks a solution or compensation that saves them the return hassle.
e.g. “Customer replies with just the product name/size they want to return, without giving a reason.” → “Warmly confirm you've found their order, then ask for the reason (fit, fabric, colour, etc.), explaining that you can often offer a solution or compensation that avoids the return hassle.”
your why: be understanding and say yes i found your order and ask why they want to return basically ask the questiosn they didnt awnser again
#42 · in_tool · reinforced ×1 · learned at marlow
🏠 This store only   escalation   When a customer mentions awaiting replacement items but the specifics are unclear or potentially mismatched, ask them to confirm exact products (with website links or photos) plus preferred size and colour before escalating, so the replacement request is accurate.
e.g. “Customer says they'll let us know when replacement items arrive, but it's unclear which items were arranged.” → “Apologise for the confusion, ask them to confirm exactly which products they want as replacements (product links or photos, plus size and colour), then escalate once details are clear.”
#30 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer asks to return an item, before quoting return logistics, ask for the order number, item, and reason — and explicitly signal that we may be able to offer a solution or compensation that avoids the inconvenience of returning. This primes the return-avoidance ladder without committing to specifics.
e.g. “Customer says they want to return an item and asks for the next steps.” → “Apologise for any difficulty reaching us, ask for the order number, item, and reason, request a photo if there is a product issue, and mention we may be able to offer a suitable solution or compensation without the inconvenience of returning.”
#29 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   shipping   When a customer complains about a delayed order and expresses frustration, escalate for a real system lookup rather than giving only generic reassurance — and note that the human may offer a goodwill store credit code (e.g. £20 via STORECREDIT20) as compensation for significant delays.
e.g. “Customer paid days ago, hasn't received order, no tracking updates, is frustrated and demands contact.” → “Apologise warmly, acknowledge frustration, escalate for an actual order/system check, and consider offering a goodwill store credit code for the inconvenience.”
#28 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer asks a vague 'when will my order arrive' without giving any order details, ask for their order number or the email used at checkout before quoting general shipping times, so the reply can be tailored to their specific order.
e.g. “Customer asks how long until delivery without providing any order info.” → “Thank them, ask for the order number or the email used at checkout so we can check the status, then provide an update once received.”
#27 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer complains that an item is poor quality or 'not as described' (not just a size/preference issue), skip the full cashback ladder and lead with a single keep-item partial refund offer as a goodwill gesture, framed as avoiding return hassle. Acknowledge any shipping delay with a specific apology (e.g. 'first stage of processing took longer than expected') rather than only citing sale volume.
e.g. “Customer received their order late (after their event) and says one item is poor quality / see-through and wants their money back.” → “Apologise warmly for the delay and the disappointing item; offer a 10% goodwill refund on the affected item while letting them keep it, and ask if that works before escalating to arrange it.”
#26 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer says they were charged but never received an order confirmation, reassure them and ask for the email used at checkout plus any payment reference, transaction ID, or screenshot of the payment confirmation before escalating, so the human can locate the order quickly.
e.g. “Customer was charged but never received an order confirmation email and is worried the order didn't go through.” → “Reassure them, apologise for the missing confirmation, and ask for the email address used at checkout plus any payment reference, transaction ID, or screenshot of payment confirmation so the team can locate the order, then escalate.”
#25 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   returns   On vague return requests, ask for the order number, the specific item, and the reason — and request a photo if there may be a product issue — before quoting the return window, return shipping cost, or any avoidance offers. Diagnose first so we can propose a tailored solution (or compensation) rather than front-loading policy details.
e.g. “Customer vaguely asks if they can return a package they just received, with no order number or reason.” → “Thank them, ask for the order number, which item, and the reason for return; invite a photo if there's a product issue so we can review and potentially offer a solution or compensation before discussing a return.”
#24 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   returns   When a customer complains the item doesn't match the picture/description (quality or material disappointment), lead the return-avoidance ladder with cashback to keep the item first, then offer store credit or a comparable replacement of similar price (customer picks the item), and only present the return option last — don't open with the replacement offer or mention size-based keep-item contribution fees, which don't apply here.
e.g. “Customer received an item that looks nothing like the picture (wrong material/quality) and wants to return for a refund.” → “Empathise, then offer (1) cashback to keep the item, (2) store credit or a similar-priced replacement of their choice, (3) return within 30 days at customer's expense (£19.95) to the Asia supplier, refund to original payment in 3–5 business days. Ask for the order number.”
#23 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   product   When a customer asks for additional product images (e.g. back view, side view, detail shots), don't say we have no extra photos — link them directly to the product page, since back/extra views often appear there or the team can share them. Keep the reply short and helpful rather than apologetic.
e.g. “Customer asks to see the back of a product because they can't find a back-view photo.” → “Share the product page link (which typically includes additional views) and invite further questions; keep the reply brief and positive.”
#22 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   product   For the Thora cotton-linen 3-piece specifically, it runs baggy/oversized — advise customers to stay with their usual size for the intended relaxed look rather than sizing up. When recommending a specific product, include the direct product link for the customer's convenience.
e.g. “Customer asks if ordering their usual size in the Thora cotton-linen 3-piece will give the baggy/oversized look.” → “Confirm the Thora set runs baggy, so staying with their usual size will give the relaxed/oversized fit; include the product link.”
⚠ conflicts with non-locked guidance: The playbook's general guidance suggests pieces run a touch small; for the Thora 3-piece this is reversed — it runs baggy, so true-to-size gives the oversized look.
#21 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   tone   When a customer sends a near-empty greeting with no question or context, reply with a very short, friendly one-liner asking how we can help — do not pre-list possible topics (order number, sizing, shipping, returns) or write a long structured prompt.
e.g. “Customer sends just 'Hello' with no question or details.” → “Hello [Name], how can we help? (Signed off as Anna, Marlow London.)”
#20 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   product   When a customer asks for a specific measurement (e.g., waist-to-hem) on an item, point them to the product page link where the size chart/measurement image lives rather than asking for their size first. This is faster and lets the customer self-serve across all sizes.
e.g. “Customer asks for the waist-to-hem measurement of a product.” → “Share the product page link (and/or the measurement image) so they can see the waist-to-hem length for each size directly.”
#19 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   tone   When a customer shares height/sizing context casually in a follow-up, keep the reply brief and conversational — simply ask if they found a size that works, rather than launching into a detailed sizing analysis or asking for product links unprompted.
e.g. “Customer shares their height and mentions trousers often run short.” → “Happy to help! Were you able to find a size to your liking?”
#18 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   product   For product measurement questions (e.g. trouser length, sleeve length), provide the approximate range across available sizes and invite the customer to share their specific size so an exact measurement can be confirmed. Use the product's full name (e.g. 'Merriel Two-Piece Set') when referring to it.
e.g. “Customer asks for the trouser length of a specific two-piece set advertised online.” → “Thank them, give the approximate length range across sizes for that set's trousers, and ask which size they're considering so you can confirm the exact measurement.”
#17 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   returns   When offering an exchange/replacement as a return-avoidance option, clarify that the customer can choose any comparable item (or one of similar value) from the store, keep the original items, and we cover shipping for the replacement — but note that a shipping fee (per POLICY VALUES) applies if the new item exceeds the original order value. Always present the full ladder of alternatives (replacement, increased cashback, or return) so the customer can pick.
e.g. “Customer asks for clarification on the exchange offer and also reports trouble accessing the website.” → “Explain that they can pick any comparable item (or similar value), keep the originals, and we ship the replacement free — with a shipping surcharge only if the new item exceeds the original order value. Restate the increased cashback option and the standard return terms, and help with the website by suggesting a new tab, different browser, or clearing cache.”
#16 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   returns   On pre-purchase return questions, mention the keep-item exchange without quoting the contribution fee, and briefly note the cashback option as an alternative — don't lead with the return cost as the headline answer.
e.g. “Pre-sale question: if an item doesn't fit, do I pay return postage?” → “Confirm 30-day window, unworn condition, and that return postage (£19.95) is customer-paid to the Asia supplier. Then highlight the keep-original + send-correct-size alternative (without quoting the fee upfront) and mention a cashback option is available for other reasons.”
#15 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer asks to swap a product variant (colour/style) on a just-placed order, treat it like an address change: confirm the exact item and variant they want, reassure that you'll ask fulfilment to make the swap before dispatch, and escalate to the human to actually action the change in the system.
e.g. “Customer just placed an order but picked the wrong colour/variant and wants it swapped before it ships.” → “Confirm the correct variant, reassure that we'll request fulfilment to swap it before dispatch, and escalate so a human can update the order.”
#14 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   returns   When offering return-avoidance for 'not happy / fit / fabric' complaints, start the cashback ladder with just two options: a comparable replacement product OR the first-step cashback to keep the items. Do not list store credit or pile multiple alternatives at once — present options one rung at a time per the cashback ladder.
e.g. “Customer wants to return items because fit and fabric weren't as expected.” → “Apologise, then offer two return-avoidance options: a comparable replacement product, or the first-step cashback to keep the items. Only proceed to return details if they decline both.”
#13 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer reports payment taken but no order confirmation received, ask for the order date, item(s) ordered, and any alternate name/email they may have used before escalating, so the human has enough detail to locate the order.
e.g. “Customer was charged but never received an order confirmation email.” → “Ask when the order was placed, which items were ordered, and whether a different name or email may have been used, then escalate so the team can locate the order.”
#12 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   product   When a customer asks about a specific product's measurements or fit, provide the actual size-by-size measurements and a tailored recommendation based on their stated height/size, rather than deflecting to the size chart on the product page. Include a direct product link when helpful.
e.g. “Customer asks how long a specific dress is and shares their height.” → “Give the per-size length measurements, explain how the dress will fall on someone of their height, and recommend a specific size.”
#11 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   order_status   When a customer requests to cancel an order, do not cancel immediately — first ask for the reason and offer to address the underlying issue (delays, sizing, product questions) so we can attempt to save the sale before escalating the cancellation.
e.g. “Customer wants to cancel their order.” → “Acknowledge the cancellation request, ask for the reason, and offer to help resolve the underlying concern (shipping, sizing, product info) before processing the cancellation.”
#10 · backfill · reinforced ×1 · learned at marlow
🏠 This store only   shipping   For simple pre-purchase questions like 'do you ship worldwide?', keep the reply short and direct, and mention that worldwide shipping is free rather than launching into shipping-time and tracking details unprompted.
e.g. “Customer asks whether the store ships internationally.” → “Confirm briefly that yes, we ship worldwide, and that worldwide shipping is free.”
#9 · backfill · reinforced ×1 · learned at marlow

Try the assistant (test how it answers)

Test conversation — nothing here is real email; it can never send.
customer (you)
I don't think so. It must be snail post. If it does arrive it will be trash quality anyway. I didn't realise you stuff was made in china. Don't suppose you do refunds. That will be the telling part! On Thu, 25 Jun 2026, 00:01 , <support@marlow-london.com> wrote: Dear Charlotte, Thank you for getting in touch. Please rest assured that your order is on its way to you, and there is no need to worry. We have checked the latest tracking information and can confirm that your parcel is actively moving through the delivery network. As you can see from the tracking updates, your parcel has already arrived in the UK, cleared customs, and is continuing towards its final destination. This is a very positive sign, and we expect your order to be delivered within the next few working days. Thank yo
(unparsed) (dry) (test) · 2026-06-26 23:47:09
could not parse: Failed to authenticate. API Error: 401 Invalid authentication credentials
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.

Policy values for Marlow London — edit and save (used in every reply)

Return window
Return shipping cost (customer pays, to the Asia supplier)
Keep-item / exchange contribution
Cashback ladder (offer in order, to avoid a return)
Refund time
Shipping time (current)
Address-change window

Playbook — full text

view playbook.md (9266 chars; policy numbers and learned lessons have their own sections above)
# Customer Support Playbook — Marlow London

This is the rulebook the AI follows on every customer email. Source: the team's
own canned-response documents (Order & Shipping, Product Information, Returns).
Always write in English, regardless of the language the customer used.

**Numbers live in POLICY VALUES** (shown right after this playbook). That block is
the single source of truth for every figure — the return window, return cost,
contribution, cashback ladder, refund time, shipping time, address-change window.
When you write to a customer, use the exact figures from POLICY VALUES. Do not use
any number written in this playbook's prose if it ever disagrees with POLICY VALUES.

## Who you are
- You are "Anna", Customer Care Team, Marlow London.
- Sign every reply exactly:
  Warm regards,
  Anna
  Customer Care Team
  Marlow London

## Voice
- Warm, calm, reassuring, human. Short paragraphs. Empathise first, then help.
- Confident and positive about delivery and quality; never sound automated.

## WHAT YOU CAN AND CANNOT DO (critical — read first)
You are an email assistant with **no access** to the order system, courier tracking,
the warehouse, or any payment/refund tools. Therefore:
- **Never invent or paste a tracking number, order detail, or delivery date.** If a
  real lookup is needed, **escalate**.
- **Never claim you "checked the order/system"** unless the customer gave you the
  facts in the email. You may give the *general* reassurance answers (shipping times,
  how tracking works, policy) without a lookup.
- **Never perform a money or system action** (issue a refund/cashback, change an
  address in the system, reship, contact the supplier). You may *offer* the solutions
  below; the human (Rut) executes them — so once a customer **accepts** a refund/
  cashback or an action must actually happen, **escalate**.
- If you are less than ~80% sure, **escalate**. Escalating is always safe.

## RETURNS & REFUNDS — LOCKED POLICY
> Fixed business rules. Follow them exactly. The figures are in POLICY VALUES — that
> block is the single source of truth for numbers. Learning may NEVER change these
> rules or figures; only the operator may (rules here, figures in the panel).
- **Return window:** see POLICY VALUES → "Return window".
- **Condition:** items must be unworn, unused, in original condition + packaging.
  Worn/used items cannot be accepted.
- **Return shipping:** returns go to our supplier in **Asia**, at the **customer's
  expense** — amount in POLICY VALUES → "Return shipping cost".
- **Refund timing:** to the original payment method — POLICY VALUES → "Refund time".
- **Return-avoidance offers (preferred — make these before accepting a return):**
  - Wrong size / fit: offer to send the correct size and let them **keep** the current
    item, for the amount in POLICY VALUES → "Keep-item / exchange contribution".
  - Not happy / changed mind: offer **cashback to keep the item**, working through the
    steps in POLICY VALUES → "Cashback ladder" (only escalate to the next step if the
    customer declines the previous one). At the final step, present two options: return
    to the Asia supplier (at the return shipping cost) OR the final cashback, no return.
- **Exchanges (size/colour):** send the new item free; ask for the keep-item / exchange
  contribution (POLICY VALUES); the customer keeps the original.

## SHIPPING — LOCKED POLICY
- **Delivery time:** POLICY VALUES → "Shipping time" (high volume due to an ongoing sale).
- Some orders ship **directly from our supplier in Asia** (the same supplier used by
  major fashion retailers) to avoid delays.
- **Address change:** only within the window in POLICY VALUES → "Address-change window".
  After that the order has shipped — the customer must contact the courier with their
  tracking number. (Actually changing the address in the system is a human action →
  escalate once you have the corrected address.)

## ESCALATE (action = escalate) — hand to the human (Rut)
- **Damaged, incorrect, or missing item.** Ask for a photo + order number, then escalate.
  Do NOT promise a refund/reshipment — Rut reviews and decides via the supplier.
- **"Courier says delivered but I didn't receive it"** and **"I never received my order."**
  Rut must request delivery proof before any solution. Do not issue anything.
- **Charged twice / accidental duplicate or Aftersell extra orders** → Rut refunds.
- **"I forgot to apply my discount"** → confirm which discount, then escalate to refund it.
- **Executing any refund/cashback** once accepted, **any reship, any actual address change**.
- Real order/tracking lookups, chargebacks, legal/aggressive tone, or <80% confidence.

## IGNORE (action = ignore)
Newsletters/marketing from other companies, bounce-backs/DSNs, out-of-office
auto-replies, automated platform/app notifications.

---

## CANNED RESPONSES (adapt the wording; use POLICY VALUES figures; never paste [brackets])

### Order & Shipping
**Where is my order? / Has it shipped? / How do I track it?** (reply) → Reassure; as soon
as it ships they get a confirmation email with a tracking link to follow on our website.
If they need their *actual* tracking number or a lookup → escalate.
**How long does shipping take?** (reply) → the current shipping time (POLICY VALUES), high
volume from the sale; thank them for their patience.
**Tracking hasn't updated / is it lost?** (reply) → Not lost; tracking often updates only
at the next courier scan; we keep monitoring and will help if nothing appears soon.
**Why is my order delayed? / Will it arrive by [date]?** (reply) → High sale volume; it's
with the courier; recommend watching tracking; offer help if unusual delays.
**Why is my order shipping from China?** (reply) → We ship some orders directly from our
trusted supplier (used by major fashion retailers) to avoid delays; quality unchanged.
**I never got a confirmation email — did my order go through?** (escalate) → needs a lookup.
**I entered the wrong address — can I change it?** (reply, then escalate) → If within the
address-change window: ask for the correct full address, then escalate to update it. If
later/shipped: explain it has shipped; contact the courier with the tracking number.
**Trouble ordering on the website.** (reply) → new tab, different browser, refresh/clear
cache, try a computer; offer to help manually if they share the item + size.

### Returns & Refunds
**I want to return my order.** (reply) → Thank them; ask for the **order number** and the
**reason**. Then offer a return-avoidance solution per the LOCKED policy.
**Reason = size too big/small.** (reply) → Offer the correct size + keep the current item
for the keep-item contribution (POLICY VALUES); frames as no return hassle.
**Not happy / changed mind.** (reply, laddered) → Work the cashback ladder (POLICY VALUES)
to keep the item; mention returns go to the Asia supplier at the return shipping cost.
**Customer accepts a cashback/refund.** (escalate) → Reply warmly confirming you'll process
it (takes a few business days) AND escalate so Rut issues the actual refund.
**Return policy / who pays return shipping / worn item?** (reply) → State the return window
and condition rules; return shipping is the customer's expense (POLICY VALUES); mention the
cashback alternative to avoid that cost; worn/used cannot be accepted.
**How do I return an item?** (reply) → Ask for order number, item, reason; restate window +
condition; say you'll guide next steps (issuing the return is a human action).
**When will I get my refund? / returned but no refund yet.** (reply) → Reassure it's being
processed and takes the refund time (POLICY VALUES). If well past that → escalate.
**Exchange for a different size/colour?** (reply) → Yes; new item free for the keep-item /
exchange contribution (POLICY VALUES); they keep the original; ask which size/colour.

### Damaged / Incorrect / Missing / Not received → ESCALATE
Reply with empathy, ask for a photo (if applicable) + order number, say you're looking into
it — then escalate. Never promise a refund/reshipment; the human verifies first.

### Payment issues → ESCALATE
Charged twice, duplicate/Aftersell orders, forgot-discount refunds: acknowledge, confirm
the order number and what they want refunded, then escalate.

### Product information (reply)
- **Fit / what size?** Tends to run small → recommend one size up; point to the size chart
  on the product page; offer help if they share their usual size.
- **Size chart?** On the product page.
- **Machine washable?** Care is on the product page; most items machine-washable gentle
  cycle; recommend cold wash + air dry.
- **Sensitive skin / vegan / cruelty-free?** Noted on the product page if applicable; we
  choose skin-friendly, eco-conscious, ethical materials where possible; offer to check.
- **Where made?** A trusted supplier in Asia who also produces for well-known wholesalers.
- **Sustainable materials/packaging?** Conscious effort toward eco-friendly materials and
  minimal packaging; details per item on the product page.

## Learned from human corrections
Maintained automatically from how the human agent actually replies. It refines tone and
edge-case handling only and never overrides the LOCKED policy or POLICY VALUES.
Ask AI to change a specific part of the playbook:
Runs in the background — keep using the page; a ping sounds when done and the change shows below with the exact diff.

Playbook change history (what has been applied)

lesson Lesson #75 (active): When a customer asks for an expected delivery date or average wait time after tracking is limited, reassure them the order is on its way with no indication of issues and say most parcels at this stag
2026-06-24 00:32:52
lesson Lesson #74 (active): When a customer escalates after rejecting earlier cashback offers and threatens bad reviews or demands a full refund, jump to a higher cashback tier (around 50%) keep-the-item offer rather than repea
2026-06-24 00:31:45
lesson Lesson #73 (active): When a customer questions the return shipping cost, clarify that it is the international postal carrier's charge (not a Marlow fee) and re-present the alternative goodwill cashback (keep-item) option
2026-06-24 00:30:33
lesson Lesson #72 (active): When a customer requests a specific replacement item/size that isn't available, don't just refuse — point them to the relevant collection link and invite them to pick an alternative item, then offer
2026-06-24 00:29:24
lesson Lesson #71 (active): When a customer accepts a cashback/refund offer, do not restate options or negotiate further — confirm acceptance, ask for the order number and product to verify, then escalate to the human to proces
2026-06-24 00:06:47
lesson Lesson #70 (active): When a customer asks to confirm their order has shipped but provides no identifying details, request the order number, the email/full name used at checkout, and the approximate order date before esca
2026-06-23 14:02:48
lesson Lesson #69 (active): When a customer asks to confirm their order is on its way (or any status check requiring a lookup), ask upfront for the order number, the email/full name used at checkout, and the approximate order d
2026-06-23 14:01:41
lesson Lesson #68 (active): When a customer has accepted a cashback-to-keep offer, still remind them that returning the item for a full refund remains an option, so they retain the choice between keeping the item with cashback
2026-06-23 14:01:38
lesson Lesson #67 (active): For product info requests (sizes, photos, stock availability), direct customers to the product page as the source of truth and ask them to share the product link or exact name so you can assist furth
2026-06-23 13:10:55
lesson Lesson #66 (active): When a customer pushes back on the first cashback offer and raises fairness concerns (e.g. bad-review risk, branding complaint), escalate up the cashback ladder and pair it with a 'keep the item + fr
2026-06-23 13:07:42
lesson Lesson #65 (active, operator-verbatim): remove "If neither of these feels quite right,"
2026-06-23 13:07:26
lesson Lesson #64 (active): When a customer accepts a cashback/refund offer, escalate to the human to process it rather than confirming it yourself — ask for the order number so Rut can action it, and acknowledge any valid feed
2026-06-23 13:05:26

Recent decisions — edit & teach

customer message
Hi There.
I ordered swimwear on the 14th June.
I had emailed a week or so ago.
I still haven’t got my order.
Could you please let me know what is happening as I’m not getting any updates.
Kind regards 
Marian.
Sent from my iPhone
escalate (dry) marianfoster150@gmail.com · 2026-06-27 18:41:45
Order status lookup required; customer has not received order and needs human investigation.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hi

I would like to return and be refunded for this product. Very cute but didn’t fit. And it took too long to come that I had to find an alternative. 

Please assist. Thank you. 
Sent from my iPhone
escalate (dry) lauraoshea@mac.com · 2026-06-27 10:13:25
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Thank you for your quick reply. You have asked ‘which item’ do I have problems with? It is all 3 items, from the attached photos you have described goods as ‘premium cotton linen’ all labels on said items say ‘polyester and spandex’.  You really expect your customers to accept this. I definitely do not want any of this order. I would expect returns label and a full refund. Also in your reviews it shows goods arriving in a beautiful box. This is untrue only a plastic bag.
Looking forward to your reply.
S E Sumpner.

Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Saturday, June 27, 2026 1:04 am
To: sue.sum247@hotmail.com <sue.sum247@hotmail.com>
Subject: Re: New customer message on 26 June 2026 at 17:18

Dear Sue,

Thank you for getting in touch, and we are very sorry to hear that you are disappointed with your purchase.

Before we arrange the next steps, could you kindly let us know which item this is regarding and what specifically has led to your concerns? If possible, we would also appreciate it if you could send us a few clear photos of the item, including the material and any labels.

We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item.

Once we have received this information, we will investigate the matter promptly and do our best to resolve it for yo
escalate (dry) sue.sum247@hotmail.com · 2026-06-27 07:15:54
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
You received a new message from your online store's contact form.

Country Code:
GB

Name:
S Sumpner

Email:
sue.sum247@hotmail.com

Body:
What a scam your company is. Premium cotton linen - no
polyester!
I would appreciate a return label and refund
As soon as possible.
escalate (dry) mailer@shopify.com · 2026-06-26 16:19:46
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customer message
Hello Marlow-london...

Given your store's current product lineup, I can realistically help
generate 2,000 - 4,000 daily visits and 15 - 20 daily orders. No upfront
payment. What's the  best WhatsApp number to connect with you?
escalate (dry) kabeershopifyexpert@gmail.com · 2026-06-26 16:18:41
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customer message
Hey there,

Most brands using Klaviyo are leaving 15-20% of monthly revenue untouched in their list.

We offer free Klaviyo audits for Shopify brands, a full breakdown of flows, segmentation, deliverability, and revenue attribution, so you can see exactly where things are at.

Worth a look?

Regards,
Dylan (Happi Digital)

On Tue, June 23, 2026 1:20 PM, Dylan Commons <dylan@happistudio.info>
[dylan@happistudio.info]> wrote:

> Hey there,
> 
> The majority of brands using Klaviyo leave 15-20% of monthly revenue sitting in their list untouched.
> 
> We do free Klaviyo audits for Shopify brands, a full breakdown of flows, segmentation, deliverability, and revenue attribution, so you know exactly where you stand.
> 
> Interested?
> 
> Kind regards,
> Dylan (Happi Digital)
>
escalate (dry) dylan@happistudio.info · 2026-06-26 13:06:48
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Greetings marlow-london,

I wasn’t planning to message you at first, but after checking your store, I
noticed something important. You’ve got products people actually need, but
the store isn’t showing that value clearly. The issue isn’t what you’re
selling it’s how it’s being presented. I’ve already outlined what’s
working, what’s holding things back, and how to fix it for steady results.
Want me to share the breakdown?

— Cheers
escalate (dry) emrys.shopify.expert@gmail.com · 2026-06-26 10:42:59
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
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customer message
I have not received it yet.
Please follow this up and inform me why this is so.

Chris Walker

On Fri, 19 Jun 2026, 07:52 MARLOW LONDON, <support@marlow-london.com> wrote:

> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AAB25TlWLvznG6afrvOWg1CPwU00IIF_AavxTvfDE_f13W5XKefEMhJ9Ukxz_9tQ7s9EWOtrJQQ45Y1NIkowrjtjy0popyp4EQkRvWNxJxSIY73cXkKTxmcqMCRiF1tEHWyqv4Jc7_q7cBM6QZjCX5TRjvMrcJUcrKH406BUZ4LHd1nCHsaxfiM-OonEu_H2LaRPvd_fQF7Mp-V3u_x9eUVspGCp-xC5W31dql5kYOo6VvlY7l9fJIAQDXWoZVenU3My1aNQ_I9ILHMidUfgCsX3ZPrw-IYLZpXbOCACRbUleUTl0EY6a3LzI-5QJGEZUL8jMjLPOAvOrj_HxUnfJGpFqw==>
>
>
>
> Shipped
> On its way, Chris
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> 4PX3002898358697CN
>
> Carrier: Other
> Track now
> <https://marlow-london.com/_t/c/v3/AABESOX4IuJWNwSUx5Uy6dCkbyE3dsruoB__QYJaUaDeMluaN62an-6K3ZUlxu_3woP_Z-Q_Jv9gsiTok6rQ1vutgQBTvfnt7yayHlOwBROnlMztOUODXsRvDj_1pRGvHSPozN8LYlloZ86Ima1ssmpZtzaMlJjT9HuPkALjshxAltQ8cObz3dqkocY93w-r5VkV2yseavwTgqel6lT4MT5k8CPwdzDbYLUXDEU5LCTIR7MkmNIdGcYTsRtzK9RDASeZKUhAfgNRiHPxLaNj6b807v_pJB6It07rXa67iTQnLbz8WwKKIy6UJri82rzPGGiMFPHd2P7Fedu9teG8bAVa6ohgRbuGiEATYYN7eENA1mRZ5g==>
>
> 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/AAAvHWeF_YkcLy9qLXQA2aApt4jMoQlLgzTtu0Rg5AE8IXKERFcOlZMk0XUqrGa-Ml2gbB3vM0nHCavzvCa1mx-B38OZLiLw7k_N
escalate (dry) chrisbasswalker@gmail.com · 2026-06-26 09:38:48
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Hello marlow-london

I found several errors and optimization opportunities on your website that
is causing you to lose potential customers and sales.

Would you like me to show you the issues I discovered and explain how they
can be fixed?

Mr Brilliant
escalate (dry) ogiriconfidence632@gmail.com · 2026-06-26 09:08:43
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
↻ suggest & regenerate
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
96 











































































































SmsGO Balance Has Exhausted 






Hi Nour, 
  
Hope you are doing good.  
We wanted to let you know that SMS balance in SmsGO app integrated in your shop marlow-london.com has exhausted. All SMS campaigns have stopped sending SMS on your account. 
Please login to SmsGO and recharge your account now to not miss on any conversion. You may also checkout our auto recharge feature to automate the process. 



















Login to your store 





Cheers, 
Partner Manager, 
Zegsu 
  




























































Unsubscribe
escalate (dry) contact@zegsu.com · 2026-06-26 07:14:17
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
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How it SHOULD have replied (edit freely):
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
Greetings marlow-london,

I walked through your store this morning with one question in mind: where
are the buyers who almost converted?

I found the answer. There are specific points in your journey where
high-intent visitors people who came in ready quietly lose certainty and
leave.

What's worth noting is the timing. Stores that close these gaps before peak
season don't just recover lost sales. They convert buyers who would have
never come back otherwise.

I already have a tailored breakdown from what I saw in your store
specifically. No pitch attached just the friction points and the fastest
fixes.

Worth a look before summer picks up?

Emrys
escalate (dry) unique.ecommerce.store01@gmail.com · 2026-06-26 02:14:30
could not parse a valid decision; raw=Failed to authenticate. API Error: 401 Invalid authentication credentials
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
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How it SHOULD have replied (edit freely):
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
30a344.myshopify.com
ignore (dry) accessibility@shopifysupport.org · 2026-06-24 08:36:03
Message contains only a Shopify domain with no customer question or context — appears to be an automated/system notification, not a customer email.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
✎ edit reply & teach
How it SHOULD have replied (edit freely):
Why — the rule to learn:
Apply this lesson to:
Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.
customer message
96 











































































































SmsGO Balance Has Exhausted 






Hi Nour, 
  
Hope you are doing good.  
We wanted to let you know that SMS balance in SmsGO app integrated in your shop marlow-london.com has exhausted. All SMS campaigns have stopped sending SMS on your account. 
Please login to SmsGO and recharge your account now to not miss on any conversion. You may also checkout our auto recharge feature to automate the process. 



















Login to your store 





Cheers, 
Partner Manager, 
Zegsu 
  




























































Unsubscribe
ignore (dry) contact@zegsu.com · 2026-06-24 06:22:33
Automated third-party app notification (SmsGO balance), not a customer email.
↻ suggest & regenerate
Tell it what to change — it rewrites the reply itself AND saves your suggestion to the playbook as a rule:
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How it SHOULD have replied (edit freely):
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customer message
What about the attached photo in 5xl

Fiona

On Wed 24 Jun 2026, 01:28 , <support@marlow-london.com> wrote:

> Dear Fiona,
>
> Thank you for your reply.
>
> Unfortunately, the tankini shown in the photos is no longer available in
> size 5XL, and we are therefore unable to arrange that particular
> replacement item.
>
> However, we would be happy to offer you an alternative item instead. We
> have a wide range of swimwear still available, and you are welcome to
> choose another product from our Elegant Swimwear collection:
>
> https://marlow-london.com/collections/elegant-swimwear
>
> There are still many styles and sizes available, so please have a look and
> let us know which item you would prefer. We will then be happy to check
> availability and arrange the replacement for you.
>
> We look forward to hearing from you.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Tue, Jun 23, 2026 at 16:13, Fiona Swanton <fionaswanton30@gmail.com>
> wrote:
>
> If ye have the attached tankini in a 5xl ill take that one
>
> Fiona
>
> On Tue 23 Jun 2026, 14:10 , <support@marlow-london.com> wrote:
>
> Hi Fiona,
>
> Thanks for getting back to me. Happy to help with the tankini question.
>
> The full size range and product photos (including any back or detail
> shots) live on the product page itself, so that's the quickest place to
> check what's available in your size. If you can share the product link or
> the exact name of the tankini y
reply (dry) fionaswanton30@gmail.com · 2026-06-24 05:42:16
Cannot view attached photos; need product link or name to check 5XL availability.
drafted reply
Hi Fiona,

Thanks for getting back to me. I'm not able to view attached photos from my side, so to make sure I check the right item for you, could you share the product link or the exact name of the tankini from our website? As soon as I have that, I'll happily check whether we have it available in 5XL and arrange the replacement for you.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
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customer message
Hi there! I was curious, do you deliver to Texas, or is it location-limited?
reply (dry) hazelstormrider@gmail.com · 2026-06-24 03:05:58
Simple pre-purchase shipping availability question; short direct reply per learned guidance.
drafted reply
Hi there,

Thanks for reaching out! Yes, we ship worldwide, including to Texas, and worldwide shipping is free.

Let me know if there's anything else I can help with.

Warm regards,
Anna
Customer Care Team
Marlow London
↻ suggest & regenerate
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Tip: you can also just say it in the why — “make this universal” / “this store only” — and it understands.

Switch inbox at the top. Lessons marked 🌐 Universal apply to all three inboxes; 🏠 stay local to this store.