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Order Management

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Current Revision posted to Customer Care - Wiki by DELL-Amol B on 2/17/2017 11:42:35 AM

Why is my order delayed?

Dell is realistically unable to guarantee a shipping date. The sales site states, "Estimated Ship Date". Even with a "Smart Selection", if there is a delay in any component from the manufacturer, this will result with a delay in the shipment of your order. The Terms of Sale #3 states, "Shipping and delivery dates are estimates only.".

Change an Order:

Before placing your order, make sure that you have included everything you need because we cannot make any changes after your order has been submitted.

If you decide you want to make changes to your order, it may be possible to cancel it so that you can place a new order. Read the Canceling an Order topic for more information.

Canceling an Order:

We begin processing your order immediately upon submission, so once your order enters into production, it may be too late to cancel. To check if your order can be canceled, read below.

Note: If your order is delayed by Dell, you will receive notification with the option to cancel the order in accordance with the Federal Trade Commission (FTC) Mail Order Rule.

  • If you have ordered a custom-built PC, we can only cancel your order prior to beginning the production process. Go to My Order Status to check the status of your order.
  • If your order is listed as Pending or Order Processing, we will attempt to cancel your order — call Customer Care at 1-800-624-9897
  • If your order is listed as In Production (IP) or Shipped, we will not be able to cancel it. However, after you receive delivery of your order, you still have the option to return it subject to Dell™Return Policy. Read the Initiate a Return topic for more information.

For all other products, including software, accessories, ink, and fast-track or prebuilt PCs, it may be possible to cancel your order before it ships. Go to My Order Status to check the status of your order.

  • If your order is not yet listed as Shipped, we will attempt to cancel your order — call us right away at 1-800-624-9897.
  • If your order is listed as Shipped, it is no longer possible to cancel it. However, after you receive delivery of your order, you may still have the option to return it subject to Dell Return Policy. Read the Initiate a Return section for more information.

Initiate a Return:

Most Dell products can be returned within 30 days of the invoice date, subject to the terms of the Return Policy.

Note that you must receive an advance Credit Return Authorization (CRA) before initiating a return.

  • If you wish to return a laptop/notebooks, desktop or TV, call Order Support at 1-800-624-9897. Alternatively, you may send us an email by clicking here
    Note: You will usually receive response within 1 business day.
  • If you wish to return a part or an accessory, send us an email by clicking here.        
    Note: You will usually receive a response within 1 business day. 
  • If you bought a Dell tablet/cell phone with Dell and wish to return it, please call 1-800-308-3355.

Please note that unless the product is defective or the return is a direct result of a Dell error, Dell may apply a restocking fee of up to 15 percent of the purchase price you paid, plus applicable sales tax.
For the full returns policy, click here.

Find information on how to return a part replaced under warranty.

Should I Refuse to Take Delivery of My Order?

No, you should not refuse your order. Always accept the delivery. Refusing delivery will increase the amount of time that it takes to process your refund.

If you would like to return your order, you should accept the delivery. After that, follow the procedure outlined in the Initiate a Return topic to receive authorization and to arrange for the return of your order.

Dell representatives will set up the return of your order and arrange your refund.

When Will I Receive Credit for My Return?

When you return an item for a refund or credit, you'll usually receive your credit or refund within 30 days of the date that we receive the returned product.

We provide your credit using the same form of payment that you used when paying for the item, except for wire transfers that are refunded by check.

If you have already requested a refund and want to check its status, you can use the Refund Statusform.

Can I Return Software That Has Been Opened?

We only accept returns of software for refund or credit if the package containing the disks is unopened and remains sealed. Qualifying software can be returned to us within 21 days of your invoice date, subject to the terms of the Return Policy.

Please note that qualifying software may only be returned independently if it was purchased as a separate unit. Software that was factory installed on your system cannot be returned, unless you also initiate an authorized return of the system on which it was installed.

Please read the Initiate a Return topic for more information.

Why was my order placed on hold and then cancelled?

A customer’s order may be placed on hold when:

    • The customer’s finance or payment method (Credit Card, Debit Card, DPA or Dell Preferred Account) does not receive financial authorization from the financial institution; Payment verification is pending or is incomplete.
    • Credit Card: Your order is on Hold as we are yet to receive the payment authorization from your financial institution. We would request you to first call your bank and get an update on your account. After that, please call our Credit Card Order Processing Team at 1-877-819-3355 (select 'OPTION 4'), any time between 9am and 6pm CST from Monday to Friday, and they will get your Order back on track.
    • DPA: Your order is on Hold as verification for your order is still either pending or incomplete. We would request you to please call our Dell Verification Team on 1-866-228-9620, and DFS on 1800-283-2210.

The customer’s information in the online order does not match the bank records, for example, the billing address used in the online order is different from the billing address in the credit card (bank records).

  • To protect the customer from fraudulent transactions, the Order Validation team will contact the customer to do order verification via phone.
    • Agent will call the customer and if no answer, a voice-mail with instructions is left and a 1st notification is sent via email.
    • A second attempt will happen the next day and if no answer, a voice-mail with instructions is left and a 2nd notification is sent via email.

      If the customer does not return the call to provide the verification, the order will be cancelled by the end of the day to prevent a fraudulent transaction that can affect the customer.

To verify your personal information and the ownership of the transaction, please contact the Order Verification team at 1-866-383-4713.

 

Tags: Order on hold, Cancel an Order, order cancelled, Product Returns, Change an Order, Credit Return Authorizations

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