Accidentally ordered the wrong colour phone, what do I do?

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  • Updated 1 year ago
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A salesperson ordered me a phone and plan through the koodo webstore today, when I got the email confirmation later I realized they put the wrong colour in the order!  I've emailed the webstore but have received no response.  Do I have to cancel my order or can the colour just be switched?
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citanul

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Posted 1 year ago

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Ranjan, Official Rep

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Hey now - do you already have an account with Koodo, or was this a new activation? Also, did you receive an order confirmation email and do you have an order number? (I'm unable to pull up an account matching your email). 
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citanul

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This was a new activation, and my order confirmation was HFO16723771.
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Ranjan, Official Rep

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Thank you - I see it now. The order shows a black phone. What colour were you looking to get?
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citanul

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I wanted the iphone 7, 256gb, in Rose Gold.
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Ranjan, Official Rep

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Thanks. I'll reach out to the web store team with your request and see if they can update the order prior to shipping. Will follow up once I hear back from them - likely tomorrow. 
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citanul

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Hi, I got an email from the webstore today that says:

"Your package has already been shipped. But do not worry!

What you can do in this case is to refuse the package when it arrives. With the tracking number you received for your package ************ you will be able to see when it's returned to us. Once it has returned to us you'll only have to call us in order to cancel your order and refund the purchase. After the refund is applied, you can make a new order for the model you really wanted!You can contact us at 1-844-566-3697 . We're open from Tuesday through Friday, 3pm to 9pm."


I thought the colour had been changed?  What should I do?  Should I refuse the phone or accept it?

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Ranjan, Official Rep

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I'm guessing this was a reply from someone who may not have been privy to the change, but let me confirm once again.
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Ranjan, Official Rep

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Confirmed - the correct colour was shipped. Apologies for the conflicting email. 
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citanul

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Great, thanks so much!
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Ranjan, Official Rep

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Confirming that we were able to switch the colour of your order to Rose Gold.
Enjoy your new phone. 
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citanul

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Thanks again!
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Jru Gordon

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Awesome work Ranjan!!
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Ranjan, Official Rep

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David, Mobile Master

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How do I go about un-seeing that?
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Ranjan, Official Rep

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Take out your SIM and reboot.. that resolves about 50% of all issues ;)
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David, Mobile Master

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Nope, still seeing it, Ranjan!    ;-)