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Tutor

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4 Messages

Mon, Nov 2, 2015 7:03 PM

Return Status on a Phone Returned by Mail

I had recently ordered the new iPhone online for my upgrade, but I accidentally ordered the wrong amount of storage, so I sent it back using the return label provided and I want to know how I can find out if I have been refunded. I have tried calling the number that's provided online, but the people on the other end do not speak English. I would like to order my new phone soon, but I cannot do so until I know it has been returned correctly and that I have been refunded. 

 

Thanks!

 

Responses

Accepted Solution

Official Solution

Community Support

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15.2K Messages

4 years ago

Hi @Murph5

 

You can track a package you sent to us with your return shipping label by going to tracking.smartlabel.com/ and entering the number that was printed on your return label.

 

Once the device has been received, your refund will be processed.

 

Feel free to post any additional questions or concerns.

 

Thank you,

Michelle

AT&T Customer Care

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New Member

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5 Messages

Same issue here, I send a search request to USPS but I doubt that'll help.

Tutor

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4 Messages

4 years ago

Thank you for your response Michelle! If I did not check the tracking number of my return label do I just have to continue to check my AT&T account to see when my package has been properly returned?

 

Thanks,

Murph5

Contributor

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1 Message

4 years ago

Similar issue over here; I sent BACK my phone after I received my insurance replacement.  The tracking number from the device routed to the original shipment tracking and NOT the return.  Therefore, I Do Not know which tracking number I'd need to follow in order to follow my shipment.

 

Please assist,

Thank you.

 

IF it helps; the tracking # that I followed is: ***

 

I hope this helps..

 

***

***

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

Contributor

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2 Messages

4 years ago

I am having a similar issue. I am trying to track the replacement device on tracking.smartlabel.com and it is telling me my tracking number isn't found/not received. It's been 10 business days since I shipped it back. Any ideas?
Gary L

ACE - Expert

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15.8K Messages

4 years ago

The tracking number is going to be the one on the package that you mailed and on the receipt that they gave you at the post office.

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Contributor

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1 Message

3 years ago

I am having a similar issue. I returned the defective phone the next day in the same package with the new label and received a message it was not received and the package cannot be located.  Now what???? 

 

Thank you. 

 

J. Stephens 

Contributor

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2 Messages

3 years ago

it took forever to update but when it finally did it was already received. but i wanna say it was a good 2 weeks. i made the mistake of not writing down the usps tracking number. if you have that then track it.

Contributor

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1 Message

2 years ago

I returning my old AT&T devise, following the $300 promotional when purchasing a Samsung Galaxy or Note product back in September.  I have an email stating AT&T recieved my phone in good working order. However, it's been two months since they received it. The tracking number does not compute in the Newgistics website.  When I call AT&T Customer Service they have no idea what I'm talking about. THIS IS SO FRUSTERATING !!!!

I was counting on that money to pay for my AT&T bill. 

The email I recieved is from ATTOrderSTatus@ordertrack.wireless.att-mail.com  They mention nothing about my credit. I didn't return my old phone just for just to be nice. I want my CREDIT !!!!

Contributor

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2 Messages

2 years ago

The same thing is happening to me. I sent in my phone over a week ago and I am still not able to track it with the tracking number provided in the refurbished phone’s return packaging. Is this a scam?! Will I be charged for the missing phone not having been received by At&t? 

Contributor

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1 Message

2 years ago

Same with me.. I returned mine 3 days after I received my device. It’s been 20 days now and they say they haven’t received it yet. I cannot seem to track with my tracking number either

Contributor

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1 Message

2 years ago

Same exact thing is happening to me!!! I returned over 2 months ago & they say they have not received it and will not refund me, or remove service charges for the cancelled lines. Help, I don't know what to do! I didn't return my phones just for the fun of it!!!! NEED CREDITS & REFUND I AM OWED!

New Member

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5 Messages

File a complaint to the FCC.
That's my suggestion.

Tutor

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3 Messages

2 years ago

Same thing is happening to me!! I returned my defective phone  on February 12th 2018 and was told they have not received it! I am now being billed for $645.00. I have a tracking number that shows up on http://tracking.smartlabel.com as not found. I have filed a complaint with the FCC. There appears to be too many of these "lost" phones where AT&T needs to take ownership on finding!

 

 

Tutor

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3 Messages

2 years ago

This problem has been resolved. I was contacted by Dori from AT&T  Office of the President. She was excellent. Kudos to AT&T! (Surprised to read that?)

I filed a complaint with the FCC and FCC forwarded my complaint to the Office of the President.

AT&T has 30 days to respond to the FCC with a resolution.

Dori called me very promptly which I greatly appreciated. As I was pleading my case with her, she stopped me and said "I've already given you credit for your phone." I was thrilled! I told her that I spent 3 hours trying to track this phone down. Dori apologized for any inconvenience that I endured.

Just checked my bill and the credit was there. Very relieved and satisfied.

 

 

Contributor

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3 Messages

2 years ago

I have the the same problem! No one can find the phone I sent with a shipping label provided by the att store. No credit - becsuse they say they haven’t received it. I don’t have a tracking number and don’t know what to do next. No credit for the warranty replacement phone that was never activated and no phone either!  The sad thing is - I have insurance that would have covered this phone- but was refurred by the att customer svc department to send it to warranty. It was water damage. Please help me att- do you use Ups or Usps shipping lAbel’s? 

Contributor

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2 Messages

a year ago

The tracking # doesn't do They have my phone on delivery status since June 29, 2018. I still haven't received credit for my phone. I have talked to several people at ATT and each have a different response or don't know what's going on. I've had some say that I'll have my credit in 4 days, call back in 4 days and the next says they need more information in the so called "warehouse" to process my request. Soooooo had I not called no one would have told me they needed more info. Some even tell me that they have no record of me calling and giving my tracking # several times. I've talked to supervisors that are suppose to have their supervisors call me in 48-72 hours. SHOCKING....Never got a call. They have extended the time I have to pay my bill to the 20th of this month (they did this adj. a MONTH ago) until it gets sorted out. Spoke to someone on 9/15 and she said that charges should be off by the afternoon of the 18th (today!), but with it being a large amount it could be a couple days after. News flash - If I don't have my credit by the 19th a lawyer will be contacting them. They have MY property, and they are trying to also charge me for it. I'm so tired of ATT. Customer for 15+ years, that is trying to give them more $ by upgrading another phone, and they are accusing me of not returning one therefore I can't upgrade. When this is all said and done it's Bye Bye. Oh and another thing is the nerve they have to ask you about signing up for Direct TV at the end of your call. Yes can I please add another service from you that you will rip me off for!  

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