🏠 This store only   other   you could also maybe try to give her a code for the inconvinience, do this when she is angry, you can also say that you have done priority shipment now and that we hope that the corier is taking this seriously now.

🏠 This store only   product   When a customer's ordered size is out of stock, proactively share the exact available size range for the original product and, where possible, suggest a specific alternative product from the store's range that covers a larger size range — include direct product links to both options so the customer can make an informed choice quickly.

🌐 Universal — all inboxes   escalation   When a customer has explicitly and repeatedly rejected all partial offers and is clearly distressed or making legal allegations, stop offering further cashback tiers and instead apologise sincerely for the confusion caused by the escalating offers, then commit to a full refund — asking only for the order number to proceed. Do not ask open-ended questions about what resolution they want once they have stated it plainly.

🏠 This store only   voice   HOUSE DRAFTING TEMPLATE (operator, 2026-08-01, Mandy #3004) — applies to EVERY reply, not just authenticity questions. 7 traits: (1) open by warmly validating the question, never defensive/boilerplate; (2) answer the actual question directly in the first substantive line; (3) reframe a low price / hard question as a SUPPLY-CHAIN saving — we buy manufacturer-direct and cut out the middlemen entirely, so the saving is in the supply chain, not the make or materials; (4) affirm legitimacy concretely — real business, real team, order is real; (5) always give the concrete next fact the customer needs (tracking link, refund timing, order status), never vague reassurance; (6) warm open-door close + Anna / Customer Care Team / Marlow London sign-off; (7) short paragraphs, plain English, contractions, no corporate register, no clause numbers. ANTI-PATTERN (decision 2493, same thread, never do this): never open with a disclaimer like 'we are not an official X stockist' and never refer a customer to an authorised retailer / competitor mid-thread. HARD TRUTH BOUNDARY: never claim an item IS an authentic branded/designer product — describe manufacturer-direct goods in similar styles only; never use the word 'counterfeit' with a customer. Full worked example in playbooks/marlow.md under the house drafting template heading and docs/WHAT_WE_SAY.md section 0a.

🏠 This store only   other   Operator-authorized Stage 4 full refund + send (FULL-REFUND-DEMAND LADDER)

🏠 This store only   other   operator-approved polish follow-up for Amna #2338 free-replacement offer

🏠 This store only   other   Operator-directed: verify refund settlement status and send honest confirmation, not another holding reply

🏠 This store only   other   operator-approved verbatim send (Laura Wilkins bank-worry cancel_hold follow-up)

🏠 This store only   other   Operator-approved correction: prior draft asserted order already shipped/uninterceptable, which live carrier scan (info_received, not yet physically moved) does not support. Corrected to honest still-stoppable framing + 30% cashback keep-it option vs wait-for-stop option, closing with locked refund-entitlement reassurance line.

🏠 This store only   other   corrective resend - operator directed 2026-07-21: correct false not-shipped-yet claim, honest label-created/collection-unconfirmed status, re-ask cancel reason, standing refund-entitlement close

🏠 This store only   other   Redrafted holding reply with the real found order (#2107) instead of a generic dead-end reply, per operator no-order-found search strategy.

🏠 This store only   other   Removed false personal-intervention promise; replaced with honest registration-anchored 7-12 day window estimate. Did not re-offer STORECREDIT15 (thread already carries it via the shipping-email gift footer).

🏠 This store only   other   operator-directed honest redraft 2026-07-21 (no false cancelled/refund-processing claim)

🏠 This store only   other   operator-approved cancel-check reply, verbatim

🏠 This store only   other   link already

🏠 This store only   other   neve use the 17track link, always the marlow london link.

🏠 This store only   other   she said she wanted the right one, so just tell her that that is her only option not getting a refund

🏠 This store only   other   she already got the tacking link.

🏠 This store only   other   it actually arrived, so yeah, name the product she ordered, give the code for good measure, the thing is that code is basically the amount of store credit in pounds that it takes for us to get a new customer so why not use it? It's like free free stuff. Might as well.

🏠 This store only   other   okay so if you check the timeline you can see that it was delivered, say i hope you are happy with your order, and say sorry the reason for thelong wait was the inset excuse here, make sure you check the timeline before sending things like this.

🏠 This store only   other   okay integrate the options 10% cashback, same value in store credit, or a replacement item, add that to this email

🏠 This store only   other   make sure you are proactive and try to search her email adress in the system to fetch the order number, then if you find it say that you have crossreferenced her email with her order number and say, is this your order number? this time it didnt work.

🏠 This store only   other   dont say something bad, it must seem like something is weird with their order, they might be scared away frm buying anything

🏠 This store only   other   make sure to put the problem on them not us, nothing we can do now. preparing for when it probally not will arive in time. and start with the good news!

🏠 This store only   other   they will see the same so no reason to ask for if they see the sme, also say that we had a big sale. also not that she asked for a refund, so you should note that down in there, that we can only process a refund untill it has arived, make sure you learn from this.

🏠 This store only   other   hide the 20 pound shipping returns a bit more to the botom, and say that we would more likely send a replacement and that it almost never happens. send an email like this if they ask how you do returns or if it costs money to send items back

🏠 This store only   other   the trackign number is in there autoamtically. so no need to way it there.

🏠 This store only   other   "If it does not arrive in time, please just let us know and we will be glad to arrange a full return and refund for you, or look at whatever works best." dont say that, we wont.

🏠 This store only   other   she specificalyl asked for a replacement, which is the idea option so dont even give her theother options.

🏠 This store only   other   parker and lane is not opn anymore, its closed sadly it got rebranded

🏠 This store only   other   Okay make sure, because now you aren't really using the current status of the order, which you can see on the tracking page, in the email. What you could do is make a tool that basically allows you to ping something and it returns just the current status or the entire timeline and the status bar or something. Just the text information so that the context of the customer support AI is too big. They can use it to region basically.

🏠 This store only   other   sadly parker and lane is not open anymore and has been rerbanded to cakra ki no, or something like that.

🏠 This store only   other   So here she said that it hasn't been processed yet and I ordered on July 2nd. This pretty much means that he is looking at the tracking and just make sure to say, "Here's the tracking link." Looking at this tracking link, you're right. See, it hasn't been processed yet. So sorry for this. It's been very busy lately but rest assured you will get your package. So sorry for this happening. International trends are also pretty bad this time of year. Say things like that and learn from it.

🏠 This store only   other   okay give her the tracking link so that she can track it.

🏠 This store only   other   operator-approved: firmer/validating tone, no repeat excuse, priority shipping + code

🏠 This store only   other   operator-approved: direct tracking reply, no need to ask for order number again

🏠 This store only   other   operator-approved: in-transit status confirmed via screenshot, attach it

🏠 This store only   other   operator-approved draft: honest about delay, escalating to manufacturer, 20% code

🌐 Universal — all inboxes   returns   When a customer suggests a specific alternative product they would like as an exchange, accept the suggestion positively and ask them to provide a link to that product — this confirms the exact item, colour, and size without requiring the agent to look it up independently.

🌐 Universal — all inboxes   returns   When an email is clearly a follow-up in an ongoing thread (signaled by phrases like 'your reply' or a quoted prior exchange), skip information-gathering questions and respond to the current stage of the resolution directly. Do not treat a mid-thread message as a first contact requiring the customer to re-supply order number, reason, or other details already established.

🌐 Universal — all inboxes   returns   When a customer asks how to return an item, express empathy and proactively offer return-avoidance alternatives (size exchange, replacement, or other solutions) before asking for their order number or explaining the return process; this increases the chance of retaining the sale and provides a better customer experience.

🌐 Universal — all inboxes   escalation   When a customer raises suspicions of fraud or questions the company's legitimacy (e.g. shared videos, multiple email addresses), acknowledge their concern empathetically and reassure them the business is genuine without being defensive, then address the order status separately — do not demand an order number before offering any reassurance.

🌐 Universal — all inboxes   other   When a customer reports a payment method failing, acknowledge the specific issue and also suggest practical troubleshooting steps (e.g. trying a different browser or device) before or alongside explaining what alternatives exist.

🌐 Universal — all inboxes   order_status   When a customer sends a bare number alongside a request (address change, return, etc.) but the order cannot be confirmed, do not treat the number as a verified order number — ask the customer for their order number AND the name or email address used at checkout before proceeding. Never claim or imply you have confirmed or are checking the order.

🌐 Universal — all inboxes   returns   When a refund process is already underway and confirmed to the customer, do not add unnecessary questions or instructions (such as asking about delivery status or advising on return procedures) — simply reassure the customer that the refund is in progress and that they will be notified when it is complete.

🌐 Universal — all inboxes   product   When a customer asks about a specific product by name but the name cannot be confirmed in the catalog, ask for a screenshot or photo of the product page to identify it before providing details. Do not assume the product name is unambiguous or refer them to a size guide that may not match their item.

🏠 This store only   returns   When a customer explicitly commits to a return and cites frustration over high return shipping costs, escalate directly to the highest available cashback step rather than the next incremental one, and frame the offer around avoiding those shipping costs to make it a genuinely compelling alternative.

🌐 Universal — all inboxes   returns   When a customer cites a sizing issue as the reason for a return, ask which size or alternative product they would prefer before quoting contribution costs, cashback amounts, or return shipping fees — gathering their specific preference first keeps the offer concrete and avoids overwhelming them with a full price menu prematurely.

🌐 Universal — all inboxes   order_status   When a customer contacts support without providing an order number or email address, ask for both their order number (e.g. #1234) and the email address used at checkout before attempting any lookup or update — do not ask for just one identifier.

🌐 Universal — all inboxes   order_status   When a customer reports stalled tracking, reassure them that gaps between scans are normal while the parcel moves between logistics hubs, and confirm their order is progressing — avoid giving specific estimated delivery date ranges, as these can be inaccurate without a real order lookup.

🌐 Universal — all inboxes   shipping   When the customer's shipping confirmation email is visible in the thread and contains the tracking number and ship date, include both the tracking number and the ship date in your reply to give a more precise delivery estimate — avoid adding cautionary notes about tracking scan delays unless the customer has expressed concern about tracking activity.

🌐 Universal — all inboxes   escalation   When a customer has explicitly and repeatedly rejected all offered options and is expressing legal or regulatory grievances, stop presenting new options and instead ask them directly what resolution they are seeking — this opens dialogue without further antagonising them or making commitments the business hasn't approved.

🌐 Universal — all inboxes   escalation   When a customer expresses legal threats or sustained fury after repeated failed reassurances, drop generic policy language entirely and commit explicitly to escalating as an urgent priority — acknowledge there is no more room for empty reassurance, and state plainly that management/the team will take direct action with the courier or supplier and will deliver a real resolution (delivery or refund).

🌐 Universal — all inboxes   returns   When a customer accepts a refund or cashback but the order number is not clearly confirmed in their most recent message, ask them to confirm it before escalating to process the refund — do not assume details from earlier in the thread are sufficient to act on. Always verify the order number is current and unambiguous before triggering any financial action.

🏠 This store only   escalation   When a customer explicitly declines all offers and invokes consumer-protection legislation or legal grounds, escalate to management and raise the cashback offer significantly (e.g. to 50%) to reflect the seriousness of the dispute before repeating the options menu.

🌐 Universal — all inboxes   tone   When a customer explicitly asks for time to consider their options and raises concerns about product quality or supply chain trust, acknowledge their hesitation without pressure, confirm you are holding the case open, and reassure them that you are investigating the underlying issue before coming back with a confident answer — do not push for an immediate decision.

🌐 Universal — all inboxes   escalation   When a customer invokes consumer protection law or uses legal language to escalate a product-description complaint, do not promise a refund or dismiss the concern — instead acknowledge the seriousness, escalate the cashback offer one meaningful step (e.g. to 25%), buy time by explaining the issue is being raised with the supply team, and avoid pressure while keeping options open.

🌐 Universal — all inboxes   order_status   When a customer provides no order details, ask for order number, email address or full name, AND approximate order date as a bulleted list — the extra date field helps locate orders when the number is missing.

🏠 This store only   order_status   When a customer urgently disputes an Aftersell upsell invoice claiming they did not authorise the charge, escalate to the human agent immediately without first asking clarifying questions; the human can verify whether the order was actually placed and, if it was a system-generated error with no payment taken, close the case by confirming the customer owes nothing and no action is needed.

🌐 Universal — all inboxes   tone   When a customer confirms no change is needed (e.g. 'same address please'), acknowledge the confirmation positively and reassure them that everything is in order, without reopening options or repeating unnecessary details. Close the loop cleanly.

🌐 Universal — all inboxes   shipping   When a significant delay is visible from the email thread context (e.g. dispatch date vs. reply date), acknowledge the specific duration of the wait explicitly and empathetically before moving to next steps; this validates the customer's frustration more concretely than a generic apology.

🌐 Universal — all inboxes   order_status   When a customer reports a missing order, ask for the order number, the email address or full name used at checkout, AND the approximate order date — all three together give the support team a fuller picture for the lookup.

🌐 Universal — all inboxes   returns   When a customer explicitly confirms they want a full return after lower cashback alternatives were already offered, provide the return instructions AND simultaneously present the escalated cashback offer (next step in the ladder) as a keep-the-item alternative — do not simply confirm the return without one final retention attempt.

🏠 This store only   returns   Do not volunteer swimwear-specific hygiene caveats (e.g., 'tried on over underwear', 'hygiene liner intact') that are absent from the playbook; Marlow London's standard return conditions — unworn, unused, original packaging — apply equally to swimwear without additional restrictions.

🌐 Universal — all inboxes   order_status   When a customer asks about order status without providing identifying details, request their order number, the email or full name used at checkout, AND the approximate order date — all three — before attempting any lookup or update.

🌐 Universal — all inboxes   order_status   When a replacement or reshipment has been arranged, explicitly confirm the specific item details (name, colour, size) and reassure the customer that delivery will go to their original address by default, while inviting them to provide a new address if needed — this prevents confusion and builds confidence that the case is actively being handled.

🌐 Universal — all inboxes   shipping   When a frustrated customer follows up on a delayed order, acknowledge the frustration warmly, attribute the delay to high sale volume, and direct them to the previously shared tracking link rather than re-sending it or repeating generic shipping windows.

🌐 Universal — all inboxes   order_status   When a customer reports a missing or delayed order, ask only for the order number in the first reply — do not request multiple details at once, and avoid lengthy policy explanations or apologies that pad the response. Keep the reply short and action-oriented.

🌐 Universal — all inboxes   returns   When a customer reluctantly accepts a return while explicitly citing the high return shipping cost as a grievance, respond with a meaningfully higher cashback offer before processing the return, framing the cashback as a way to avoid those costs entirely and resolve things quickly — rather than simply confirming the return instructions.

🌐 Universal — all inboxes   returns   When a customer explicitly confirms they want to proceed with a return after all alternatives have already been presented, respect that decision immediately — do not make further cashback or retention offers. Acknowledge any feedback about policy transparency, then provide the full return instructions and ask for a tracking number once the parcel is shipped.

🌐 Universal — all inboxes   order_status   When a customer contacts support without providing their order number, always ask for both their order number and the email address used at checkout — these two identifiers together allow immediate order lookup and reduce back-and-forth.

🌐 Universal — all inboxes   shipping   Never offer unsolicited store credit codes, vouchers, or any form of financial compensation as a goodwill gesture when handling routine tracking-delay enquiries — reassure the customer that gaps between courier scans are normal, give the expected delivery window, and commit only to investigating further if the delay extends significantly. Inventing or issuing any discount code or credit without explicit authorisation is outside the AI's scope.

🌐 Universal — all inboxes   shipping   When the customer's shipping confirmation email is included in the thread and contains the order number, tracking number, and ship date, include those specific details directly in the reply rather than speaking in generalities — customers asking 'where is my order?' benefit from seeing their concrete information confirmed in one place.

🌐 Universal — all inboxes   shipping   When a customer sends an address change request without enough identifying information, ask for their order number or the name and email used at checkout before attempting any action, and note that address changes may not be possible if the order has already shipped.

🌐 Universal — all inboxes   escalation   When a customer rejects all offered resolutions and makes a legal allegation but has not stated what outcome they actually want, ask them calmly and directly what resolution they are seeking before escalating or repeating options — this keeps the conversation moving without conceding liability.

🌐 Universal — all inboxes   returns   Once a customer confirms acceptance of a cashback or refund and the action has been executed, close the loop with a warm confirmation email stating the refund has been processed and giving a realistic timeframe for funds to appear (3 to 7 working days). Do not leave the customer without a closing confirmation after execution.

🌐 Universal — all inboxes   escalation   When a customer expresses serious frustration, threatens legal action, or has been let down multiple times, skip reassurances and instead acknowledge the failure directly, commit to urgent escalation, and state that a full resolution (delivery or refund) will be provided — never offer hollow comfort or prompt them toward a future purchase.

🌐 Universal — all inboxes   order_status   When a customer reports not receiving a confirmation email, proactively suggest checking their spam or junk folder as a first step, since confirmation emails frequently land there; include this tip in the reply alongside escalating for an actual order lookup.

🌐 Universal — all inboxes   returns   When a customer accepts a cashback or refund option but the order number is missing or unclear from the current message, confirm the chosen option warmly and ask for the order number before escalating to process the refund — do not assume an order number from earlier in the thread is still valid without re-confirming.

🏠 This store only   escalation   When a customer rejects all offers and invokes consumer-protection or trade-description legislation, acknowledge the allegation seriously, escalate to management for review, and escalate the cashback offer to the highest tier (50%) rather than repeating a lower figure.

🏠 This store only   escalation   When a customer with a damaged or incorrect item expresses hesitation about a resolution and asks for time to decide, explicitly tell them there is no pressure to decide immediately and that the team will hold the case open while they consider their options; also confirm that any quality or supply-chain concerns they raise will be escalated internally before a final answer is given.

🌐 Universal — all inboxes   escalation   When a customer invokes consumer protection law or escalates to a formal complaint about misdescribed goods, acknowledge their concern without disputing the claim, escalate the cashback offer to the next meaningful step, raise the quality issue with the supply team, and give the customer time to decide without pressure.

🌐 Universal — all inboxes   tone   When a customer's message is notably polite or warm, briefly acknowledge that warmth before moving to the request (e.g., 'what a kind message to send!'). This small personal touch reinforces a human, empathetic tone without adding length.

🌐 Universal — all inboxes   order_status   When a customer disputes an Aftersell (or similar upsell) charge they did not intentionally authorise and the order/invoice was generated in error, confirm clearly that no payment is owed and nothing will be shipped, and that they can disregard the invoice — no further action is needed from them.

🏠 This store only   shipping   When a shipment is severely overdue (25+ days with no delivery), acknowledge the specific delay with genuine empathy, flag it as a priority escalation, and offer a store-specific goodwill gesture (e.g. a discount code) to compensate for the inconvenience while the investigation is underway.

🌐 Universal — all inboxes   returns   When answering a pre-purchase return-policy question, confirm eligibility and briefly highlight return-avoidance alternatives (exchange/cashback) without volunteering the return shipping cost or unsolicited handling instructions — a positive, concise response avoids deterring the sale before it happens. Save detailed conditions and costs for when the customer is actually initiating a return.

🌐 Universal — all inboxes   returns   When a refund has already been initiated in a prior message, confirm it is in progress and reassure the customer — do not ask again whether they received the item or re-request information that has already been addressed in the thread.

🌐 Universal — all inboxes   product   When a customer asks about a specific product by name and the product cannot be confidently identified from that name alone, ask the customer to provide a screenshot or photo of the product page before giving size or product details — never assume or guess which item they mean.

🌐 Universal — all inboxes   shipping   When a customer requests an address change and provides the corrected address, acknowledge the request, confirm the address back to them, explain that you are checking whether the order has shipped yet, and let them know you will follow up — then escalate to the human operator to action the change.

🌐 Universal — all inboxes   shipping   When a customer asks about their order status or delivery timing without providing order details, ask for the necessary details (order number, name/email, order date) AND proactively include general shipping timeframes and the tracking email reminder, so the customer has useful context while they wait for a personalised update.

🌐 Universal — all inboxes   tone   When a customer raises multiple distinct complaints in one email (e.g., product misdescription plus packaging not matching marketing materials), name and validate each complaint individually before presenting any next steps, and explicitly commit to passing feedback on every issue to the team.

🌐 Universal — all inboxes   product   When a customer reports that a product's material or features do not match the website description, explicitly acknowledge the listing inaccuracy and state that the feedback will be passed to the team to review the product page. Treat the remedy options more generously than a standard 'not happy / changed mind' case, since the fault lies with the store's listing rather than the customer's preference.

🌐 Universal — all inboxes   shipping   When a customer asks about their delivery address or shows uncertainty about where their order is being sent, reassure them that the replacement or order will be sent to the address on file from the original order, and invite them to provide a corrected address if they want it changed before dispatch.

🌐 Universal — all inboxes   shipping   When a frustrated customer asks where their order is coming from or how much longer they must wait, focus the reply on empathy and a concrete estimated arrival timeframe — do not explain the Asia supplier origin unless the customer specifically asks about it, as unsolicited supply-chain detail can increase rather than reduce anxiety.

🌐 Universal — all inboxes   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.

🌐 Universal — all inboxes   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.

🌐 Universal — all inboxes   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.

🌐 Universal — all inboxes   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.