order #HFO20221710

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Hi, I placed an order 4 days ago. I received today an email telling that my order had been cancelled but there was no order number in this email. Could you please verify my order statu ? The number is HFO20221710
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eleonore

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Posted 4 weeks ago

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Dinh, Mobile Master

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hi eleonore

The #HFO is the order number. If you had the email saying that your order has been canceled then the HFO20221710 has been canceled. Did they say anything about cancelling reasons in the email?

If you need further assistance you might want to contact the webstore https://www.koodomobile.com/webstore-policies
(Edited)
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eleonore

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Yes, but my order number was not in the cancelling email I got, so that’s why I was confused
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rikkster, Mobile Master

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The HFO order number should appear in the subject line of the email and should be referenced again in the body of the email message with an explanation for the cancellation. (We here are customers like you and don't need to know why your order was cancelled). Example subject line - WEBSTORE: Regarding online order HFO20221710. 

Webstore hours, phone or email:
Phone: 1-844-566-3697 
Hours of operation: Tuesday through Friday, 3 pm to 9 pm EST.
webstore@koodomobile.com

Seems a bit odd that the order number is not present. If this was the only order you made with Koodo, then it is probably safe to assume that the email pertains to the order in question. Still, it doesn't hurt to check with the webstore to be certain.
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eleonore

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When I wanted to place my first order, the systeme wasn’t working and they told me to try again, wich I did. And the subject line of the email says « Information about your Koodo order. (KMM66556439V87132L0KM) » but the number doesn’t correspond to my order number.
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rikkster, Mobile Master

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Best to check with the webstore, then. The string of numbers (KMM66556439V87132L0KM) should appear after the HFO order number. There might have been a mix up, in that, maybe the first order ended up getting processed, but I'm only speculating. Official reps monitor this community from time to time and may be able to provide further clarification. I've also passed a note along to Koodo's higher ups.
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Ranjan, Official Rep

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Hi Elenore - the status of the order number you shared above (HFO20221710), shows that it was canceled on Saturday, and a refund was completed. The email you received should have had more info. as to why, and how to contact the web store, if you need to.

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