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New Member

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3 Messages

Fri, Sep 25, 2020 7:34 PM

Unable to Upgrade Phone Order

I currently have an order in progress for pick-up that I would like canceled. The order is a trade-in, in-store pick up that I placed online. It has been 11 days since I placed the order and the store cannot release the order or cancel the order. 

 

The last response I got from AT&T customer service was that the issue would resolve itself, and they needed to wait for the system to allow them to cancel the order. However, I received an email when I first placed the order that there was an issue in processing the order and that the order cannot got through. 

 

What is the resolution to cancel this order?

 

Responses

Brand User
ATTHelp

Community Support

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137.3K Messages

a month ago

Hi @anntran521,

 

Thank you for reaching out. We'd be more than happy to take a closer look into this for you.

 

Concerning the order, if you are having difficulty cancelling, you may allow the order to ship then return. This may come with some restocking fees. Alternatively, we recommend you speak to our e-Commerce department on 866-267-4510 for further assistance.

 

Let us know if this helps.

 

Doyin, AT&T Community Specialist.

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

a month ago

I don't understand why I would need to pay to cancel my order. In addition to the fact that I do not believe my order will ever get processed. There is a technical issue that will not allow me to process a trade-in online. I highly recommend someone look into this matter.

 

I have spoken with AT&T representatives regarding this issue. They have not been able to cancel my order. The only feasible ability I have is to wait for the order to cancel itself after 14 days of non response.

Brand User
ATTHelp

Community Support

 • 

137.3K Messages

a month ago

Hey there @anntran521!

 

Try resolving your experience by signing in to your MyAT&T account and perform the following steps:

  1. Go to Check order status
  2. Enter the requested info.
  3. Select the order you want to cancel.
  4. Choose Cancel order or Cancel item. Don’t see a Cancel option? That means your order probably shipped already. You can still return or exchange it after it's delivered.
  5. Follow the prompts to confirm your cancellation.

If you received a follow up notification that the order couldn't be fulfilled after submitting your request then it's likely the system prevented your request from completing online (apart from you initiating a request to cancel the order).

 

Let us know how this worked for you.

 

Lar, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

a month ago

There is no option to cancel the order.

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