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Problem with an order

Problem with an order — Frequently asked questions

 


Where can I find my Order Number and/or Customer Number?

Your Order Number and Customer Number are sent to you in order confirmation document via email after your order is processed.

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What do I do if my order arrives and something is missing or wrong?

If your order has arrived and something is missing or wrong, please make sure you check again with the packing slip and/or order confirmation document.

  1. If the item you ordered is listed correctly on your packing slip and/or order confirmation document, but the item actually delivered is incorrect, please contact Dell customer support via the online form in the Contact Customer Support page.
  2. If an item appears on the packing slip and/or order confirmation document but hasn’t arrived, it may still be in transit. To check if the item is still in transit, go to My Order Status tool. If you can’t locate a missing item by using My Order Status, contact Dell customer support via the online form in the Contact Customer Support page.

 

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What do I do if my order arrives and something is damaged?

If you have received your order in a damaged box and/or the product does not work properly, contact customer support via online in the Contact Customer Support page.

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What do I do if my order gets lost?

If your order has not been received, please check the Order Status tool to verify the status of your shipment.

If it shows your order as delivered, contact Dell Customer Support via the online form in the Contact Customer Support page.

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What if my order was stolen?

If your order was stolen, please contact customer support via online in the Contact Customer Support page.

Leased assets (DFS) payment must be made for all DFS assets; please contact your DFS sales representative for instructions. DFS assets that are "paid in full" automatically drop off of your leasing report within 60–90 days after payment is rendered. Stolen assets will not be removed from the customer Service Tag report.

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Why has my order been cancelled?

There are three possible reasons why an order gets cancelled:

  1. We haven’t received your payment
  2. The product you’ve ordered is not available anymore
  3. We haven’t been able to process your payment successfully

If you haven’t received any notification and your order has been incorrectly cancelled Contact Customer Support for further investigation.

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What is Customer Support Request status tool?

It is an online self-service application where you can find the most updated information regarding a status of your issue.
You can follow the status of your Care service request (SR) 7 days a week, 24 hours a day.
You can get information in real time by signing in to receive email notifications. When progress is made in your case, you will know about it immediately.
You have the ability to monitor the progress of an open issue through to its resolution, as well as the history of all post — sales, nontechnical and Care-related contacts.

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How can I check the status of my Service Request (SR) Number in the Customer Support Request status tool?

Customer Support Request status tool is available on customer support pages.
When you click on the Customer Support Request status tool link, it will lead you to the home page.
Once you are in the home page, you will be asked to enter two types of verification information in order to retrieve your Care service request status.

All your Care service requests (SRs) will be visible, with their current status, in one single screen. Just click a particular Care service request and you will have visibility to all the activities happening to resolve your issue. Service requests not more than 120 days old from the date created will appear on the web page for tracking. You can sign in for email notification and you will receive notification to your mailbox every time your Care service request status changes. You will be able also to unsubscribe from email alerts on your Care case status changes, if you do not wish to receive the status change notification. The Unsubscribe link will be placed in the case alert email.
 

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Do you need further assistance?

Please contact our Dell Customer Support experts.

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