Close

What are you looking for?

cancel
Showing results for 
Search instead for 
Did you mean: 

Order cancellation issue

(Topic created on: 10-04-2023 05:40 PM)
1133 Views
members_elmo
Student
Options
I've been trying to cancel my online order since Saturday. I have been ringing up and using the online chat as the supposed cancel order button on my account doesn't exist for me. Anyway I've rang about 20 times, had the phone put down on me and passed from person to person. It has apparently been cancelled now, but my order number still says awaiting approval/ awaiting shipment and I've had no email to clarify the cancellation. What am I supposed to do, as I'm getting nowhere and I'm not paying for the contract.
6 REPLIES 6
BN44
Pathfinder
Options

You could let the financial institution through which you arranged payment know, in the event that they can help you prevent the charge from going through (no guarantee they'll be able but it couldn't hurt to put in a ticket in case you need to come back to it later.)

I should expect it'll take a little time for the cancellation to go through but if you don't have an email confirming it in a couple of days, call them again and ask for it.

BandOfBrothers
Samsung Members Star ★★
Options

Hi @members_elmo 

There is only a short window of opportunity to use the ' cancel  ' button before it disappears when the order updates.

After that it is a case of contacting the Samsung Online Shop Team.

From my own personal experience of cancelling an open order via the Samsung Online Shop Team the refund / cancellation process isn't a fast paced process.

Their systems can take a time to update too to cycle through the process of cancellation. 

As they've advised the order has been cancelled you should receive an email to confirm in due course.

Take into account we've just been through the Easter Period which included Bank Holidays so they may have been on a skeleton shift setting meaning this can slow down communication and the actual process.

I wish you all the best with this.

 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

AndrewL
Moderator
Moderator
Options

@members_elmo: You can cancel your order on our website any time before the item is dispatched via the 'Orders' option on your profile. To find out more, please take a look at the link below.

https://www.samsung.com/uk/shop-faq/returns-and-cancellations/can-i-cancel-my-order/

If the item does get dispatched, then don't worry, as you can arrange a refund and return within 14 days of receiving the order. 

https://www.samsung.com/uk/shop-faq/returns-and-cancellations/what-is-the-returns-period/

0 Likes
members_elmo
Student
Options
Once my order is cancelled/ returned, will I get the upfront cost of the contract back?
0 Likes
BN44
Pathfinder
Options

The answer to that should be in the terms of the contract itself. Have you looked on the webpage you used originally?

0 Likes
BandOfBrothers
Samsung Members Star ★★
Options

@members_elmo 

As long as aperson cancels within the cooling off period then yes any costs should be returned to you.


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

0 Likes