Our Community Forum will be shutting down on June 27, 2024. Please visit att.com/support for all your support needs.
The new iPad Pro & iPad Air!
darnell94's profile

2 Messages

Monday, September 25th, 2023 12:04 PM

Request to Change iPhone 15 Pro Max Order

I want to change my iPhone 15 Pro Max order from the color Blue Titanium to Natural Titanium. I have contacted the online customer service but the issue wasn’t resolved. They can’t change my order. So, I asked them to cancel my order but they were unable to cancel it. I have tried to cancel my order to place it again, but I can’t whilethe status of my order: “We're just about ready to ship your order.  Stay tuned--we'll let you know when it ships”. Can someone help me?

Official Solution

ACE - Master


10.9K Messages

9 months ago

That’s pretty much the standard response.  They definitely won’t/can’t swap your order while it’s in process.  You have to cancel and reorder the correct phone.  As far as cancelling the order, once it gets to a certain state of processing, they won’t let you cancel.  Your option at that point is to get the wrong phone, immediately return it unopened and reorder the correct one, or exchange it at an AT&T corporate store (assuming they have what you want in stock).  Make sure you return the wrong phone within 14 days and unopened, so you don’t get a restocking fee.  Also, make sure you get and retain proof that you returned the wrong phone within 14 days.

Also be aware that, if you did an upgrade, it usually takes a couple of days for the initial purchase to clear from your account and allow you to do another for the new phone.  

Changing your mind about the phone you want after you order it, especially when a brand new phone comes out and is in short supply, isn’t a good idea.  At the very least, it’s likely to be quite a while before you get the new phone, unless you’re very lucky and find one in stock at a store that you can directly trade for.


ACE - Expert


32.5K Messages

9 months ago

You'll have to discuss with customer support on that one. We are customers like you so cannot do anything with your order or account.

2 Messages

9 months ago

I have a thorough understanding now. I plan to go back to the AT&T store and exchange for a new phone. Hopefully, I'll be fortunate enough to get the iphone color I desire without the need to reorder online.

I sincerely appreciate you addressing my inquiries. 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.