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Tue, Feb 12, 2019 7:37 PM


On 2/7, I ordered my first set of three (2 XS Maxes and 1 XR) phones but was told the next day that the ordered needed to be canceled since it couldn't go through. Knowing I need the phones ASAP, we re-ordered them over the phone but before it was finished, the lady hung up on us. We went online (2/8) after being promised that the order would arrive to us by Wednesday the 13th, but it's the 12th and the order is still "In Progress". It's becoming very frustrating that the orders have been canceled for an error in the system or take forever to go through. What is the hold up?


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141K Messages

2 years ago

Hello @rvledger,


We can definitely provide you with some more information about the order process. “In progress” usually means that your order has been successful via our point of sale system but has not yet been prepared for shipping. If your previous order was canceled, it may have been due to a credit related issue, the payment not being finalized, the order being incorrect, or the item that you ordered being out of stock. You'll receive an email once your order status changes to “Shipped” or if further action is required from you. In the meantime, you can Check your order status here. Let us know if you have any further questions or concerns.


Sean, AT&T Community Specialist

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1 Message

a year ago

 I ordered an iPhone 8 plus but was told the day that the order was suppose to come that the ordered needed to be canceled since it couldn't go through. Knowing I need the phones ASAP, so I had to re-ordered  the phone. So I did that an still waited so today is the day its suppose to come but it still saying "preparing to ship". So is it coming cause I basically waited a whole nother month for it to come and its suppose to ship out today but still saying preparing.

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