Customer Care

Last reply by 11-30-2022 Solved
Start a Discussion
2 Bronze
2 Bronze

Followed Dell Support; 2 orders were made and I need to cancel one

I purchased a 38" ultrawide monitor from Dell a couple days ago. However, because there was a billing and shipping address mismatch, the payment failed to go through. The website told me to contact Dell Support so I gave them a call. The representative said she can help me resolve this by paying through a new quote that she generated over the phone. The quote worked and my order was successfully placed.

Today, I noticed that the original order automatically retried and ended up going through. I assume by calling the agent to pay, I paid for the original order, but instead I actually paid for a second order. The agent or system did not cancel my original order even though the second one went through.

Now I have two orders placed for the same item and I would like one of them (the latter one) to be canceled. There is no option to cancel on the website.

How can I get this resolved? I do not want to be charged a 15% restocking fee for an issue that was caused by the system and outside of my control.

Solution (1)

Accepted Solutions
2 Bronze
2 Bronze

Update: I called Customer Support and was able to cancel the other order.

View solution in original post

Replies (2)
2 Bronze
2 Bronze

Update: I called Customer Support and was able to cancel the other order.


Sorry for the inconvenience. If you need any other help, you may reach out to us.


Find your Service Tag

If still under warranty, click the "Get help now" icon on the right to start a live chat session. To send us a private message, click our DELL-Cares username. Our Forum profile page will then appear. On the right, click "Send this user a private message".

Latest Solutions
Top Contributor