Order cancellation issue

[members_elmo]

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.

[BN44]

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]

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.

[AndrewL]

@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/

[members_elmo]

Once my order is cancelled/ returned, will I get the upfront cost of the contract back?

[BN44]

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

[BandOfBrothers]

@members_elmo 

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