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p6chemra's profile

New Member

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2 Messages

Tue, Jun 28, 2022 12:58 AM

Order Return / Reversal processing time

To AT&T Customer Service,

How long does it take for AT&T to complete the process of a returned phone? 

I returned a new phone S22+ (unopened, still sealed in its box) because I changed my mind and wanted to order the S22 Ultra instead.  The returned phone S22+ was successfully delivered to AT&T TX return facility on 6/23/22 as per the return tracking (provided by AT&T) but phone S22+ still shows in my account.   Hence, I cannot order a new phone unless I pay extras (i.e. early upgrade fees).  I was advised via chat to call the 800 331-0500 for order reversal since the device was already returned but the agent I spoke with from the 800 number said she can't do anything because the return process isn't complete yet.  How long (how many days) should I expect for the retuned to be completed before I can order a new one?  Is there any way I can order a new phone now since the returned phone is already with AT&T?  Thank you

ACE - Sage

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98.6K Messages

1分前

The tracking number may show it is returned to the warehouse, but it may take time for them to check the package and record the phone is being returned. You'll just have to be patient. It can take a couple of weeks at the outside.

ATTHelp

Community Support

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195.5K Messages

1分前

Hello @p6chemra ,

 

Welcome to the Community Forums! I totally understand your concern regarding your return/refund, and I will be more than happy to assist in any way I can!

 

It can take up to thirty days after the device was shipped back before you receive the refund. While the return was received, we may be waiting on the returned phones to be processed. Once return is processed, you will be able to add a new phone. Please feel free to reach back out to us If it takes any longer than 30 days, and we will be happy to assist you.

 

You can access more information on our return policy here.

 

Hope this helps!

 

Mellira, AT&T Community Specialist

New Member

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2 Messages

1分前

Hi Mellira @ATTHelp,

Thank you for your response.  I'm fine with the processing of the refund taking more than a month, but I wish that I can order a new exchange phone before your Trade-in promo ends (which I believe will happen sooner than 30 days).  Would you be able to help me if this is possible, or just provide me with direction?

Thank you in advance.

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