I received an order that has been cancelled and was confirmed that it was cancelled - Need help from employee please

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I contacted the webstore via email on Sunday, asking to cancel an order that has not been shipped yet. I received an email saying that it has been cancelled and that I will receive a refund with the amount that I paid at checkout.

As a result, I purchased another device from a Koodo store in my city.

Yesterday, I received an email saying that my order has processed and is being shipped. I received further information on shipping today as well, and the tracking number shows that it is in transit. I do not want this order and I thought that the confirmation was very clear that the order has been cancelled.

We would like to confirm and reassure you that your order#xxxxxxxxxx has been cancelled and we initiated a refund for the amount 


Please advise on what the next steps are. I do not want a second line or a second phone. I have been trying to reach the Koodo webstore for a few days. My last emails were never replied to, and the phone lines are not answering either. I called Koodo Webstore during their operating hours and I get forwarded to voicemail after a few minutes on hold.
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Ahmed Hammad

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Posted 6 months ago

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Goran, Mobile Master

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Yeah it can be difficult getting a response from them it seems. You can send a private message to Koodo via Facebook Messenger or DM via Twitter explaining the situation and they'll be able to look into it. Be sure to provide the order number. You can leave it here as well for a rep to look at.

You can refuse delivery and it'll be returned to sender and mention that as well
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Ahmed Hammad

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I tried FB, email, and phone, no answer on any of those. I have not tried Twitter.

Unfortunately, the package arrived and someone at my house signed for it since I was not home. So I cannot refuse delivery. 
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Ranjan, Official Rep

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Hey Ahmed - I've passed all the necessary info. to our web store team to advise best course of action and to get this sorted. I'll update you once I have more info., but in the meantime, if the package does arrive for delivery, I would advise you to refuse the delivery so that it gets returned.
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Ranjan, Official Rep

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Hey Ahmed - given the exponential increase in orders and inquiries, it sounds like signals just got crossed. Someone shipped the order out before the cancellation request was processed.

I'm not sure what you mean by the official status of your order, but the return request is in process, meaning you will receive a package in the next few days with a return mailer (package) for you to send the phone back in. Once we receive the phone, any charges to your card will be reversed for the cost of the phone.

As for your account, I do see a line open under your name that looks to be associated with your web store order.
You mentioned that you opened a separate line in-store. Is that line also under your name, and is it active?
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Ahmed Hammad

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Yes, that is correct. After the line was cancelled, I picked up a SIM and a new phone from the store. That is separate from my webstore order and it will continue to stay active.

Thank you for the response. I got an email stating that I will received a shipping label, so I will go from there.
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Ahmed Hammad

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Hello Ranjan, just an update: I shipped the phone back this morning using the envelope and shipping label that was sent by Koodo.

Is there a way to check the status within Koodo in order to see that it has been received? I have the Canada Post tracking number which I can use to see where the package is, but once it arrives at Koodo, I have no way of validating anything.
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David, Mobile Master

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Follow the tracking of delivery by Canada Post, then watch for refund to your credit card in 3-5 days. I don’t believe Koodo provides internal tracking of package.
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Ranjan, Official Rep

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David is correct Ahmed :)

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