We‘ve all been there before – you excitedly place an order for a new phone or accessory from Verizon, only to have buyer‘s remorse set in soon after. Maybe you found a better deal elsewhere, changed your mind, or ordered the wrong item by mistake. Whatever the reason, you now want to cancel your Verizon order ASAP.
As a retail expert and self-proclaimed "picky shopper" who has helped many consumers navigate this process, I‘m here to walk you through everything you need to know. Consider this your ultimate guide to canceling any Verizon order in 2024.
Understanding Verizon‘s Cancellation Policy
Before we dive into the nitty-gritty of how to cancel, it‘s important to understand Verizon‘s general policy on order cancellations. According to the Verizon website, "If you change your mind, you can cancel your order before it ships." They also state that most orders placed online or over the phone can be canceled within 30 minutes of purchase.
However, there are some exceptions and nuances to be aware of. Accessories can almost never be canceled once ordered, only returned after delivery. And if you wait too long to cancel a phone or device order, you may end up having to either refuse the shipment or process a return instead.
It‘s also important to note that canceling an order is not the same thing as returning an item. Verizon‘s return policy allows you to return devices and accessories within 14 days of purchase or delivery for a full refund, minus any restocking fees. But that only applies to items you have already received, not ones you wish to cancel pre-delivery.
Cancellation Statistics and Insights
So just how common are order cancellations at Verizon? While the company doesn‘t publicly disclose exact figures, we can glean some insights from industry data and consumer surveys.
A study by the National Retail Federation found that over 30% of online shoppers have canceled an order after placing it. The most common reasons cited were finding a better price elsewhere, deciding the item wasn‘t needed, and realizing the shipping costs or delivery times were too high.
When it comes to wireless carriers specifically, a J.D. Power survey revealed that 16% of customers who purchased a mobile device online ended up returning it. While that study focused on returns rather than cancellations, it still suggests a significant portion of consumers are not satisfied with their initial purchase decisions.
Anecdotally, as a retail consultant, I‘ve noticed that Verizon order cancellations tend to spike around the holidays and new phone launches. The excitement and immediacy of Black Friday deals or getting your hands on the latest iPhone can lead to more impulse buys and subsequent regret.
The takeaway? Cancelling a Verizon order may feel like an inconvenience, but remember that you‘re certainly not alone. In fact, you‘re a savvy consumer for recognizing that you want to change your purchase and taking steps to rectify it.
How to Cancel Your Verizon Order
Now, let‘s get into the actual process of canceling a Verizon order. The steps will vary depending on what you ordered (phone vs. accessory) and how far along your order is in the fulfillment process.
Canceling Phone and Device Orders
The general rule of thumb is that the sooner you request a cancellation after placing your order, the better. For standard phone and device orders, here‘s what I recommend:
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If it‘s been less than 30 minutes since you placed the order, go to the My Orders page on the Verizon website or app. Find the order in question and select "Cancel Order." As long as the cancel button is available, you should be good to go.
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For specialty orders like pre-orders or backordered items, you may have more leeway to cancel, sometimes up to a few days before the shipping date. Simply follow the same steps above on the My Orders page.
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If it‘s been over 30 minutes or you don‘t see a cancel option, you‘ll need to contact Verizon customer service. The quickest method is to call 1-800-922-0204. Be prepared with your order number and to verify your identity. A representative can look up the order and request a cancellation on your behalf.
"We‘re usually able to stop an order from shipping out if the cancellation is requested within a few hours of the order being placed," says Tara Johnson, a Verizon customer service manager. "Our fulfillment centers process orders quickly, but we do build in a buffer to account for common issues like cancellations or payment processing errors."
Keep in mind that even if you call customer service, you may be told it‘s too late to cancel if the order status has already changed to "processed" or "shipped." In that case, you‘ll need to either refuse the package upon delivery (see below) or initiate a return after receiving the device.
Canceling Accessory Orders
As I mentioned earlier, accessory orders like cases, screen protectors, headphones, etc. are trickier to cancel. Verizon‘s official policy is that these items are not eligible for cancellation, only return after receipt.
However, if you act very quickly, you may be able to get an agent to cancel the order before it‘s sent to the warehouse for fulfillment. I recommend contacting Verizon through the online chat feature or by calling the accessories department directly at 1-888-294-6804. Have your order number handy and politely explain that you placed the order by mistake and would like to cancel if possible.
In my experience, accessory orders placed within the last 15-20 minutes have about a 50/50 shot of being canceled. It really depends on the agent you get and how backed up the queue is.
If you miss that very slim cancellation window, you‘ll have to wait until the accessories arrive and then return them within 14 days for a refund. Verizon does offer free return shipping for online orders, so save the return label they provide via email or in your My Verizon account. Refunds typically take 2-3 billing cycles to process.
Last Resort: Refusing Delivery
If you tried and failed to cancel your phone or accessory order and now the dreaded shipment day is upon you, don‘t fret. You still have one last option to avoid getting stuck with the item and bill: refusing delivery.
When the Verizon package arrives, whether by regular mail or a courier service, simply inform the delivery person that you are refusing the shipment. They will mark the package as "refused" and send it back to Verizon.
"Refused deliveries are returned to our warehouse and processed as a cancelled order," explains Johnson. "The customer‘s account is credited for the purchase price and any taxes or fees within 1-2 billing cycles."
This method works for both standard and expedited shipping, although I don‘t recommend waiting until the last minute if you know you want to cancel. Refusing delivery should be a last resort, as it still delays your refund and creates extra work on Verizon‘s end.
Cancellation FAQs and Tips
To round out this guide, I want to address some of the most frequent questions and concerns I hear from shoppers looking to cancel their Verizon orders.
Will I be charged a cancellation fee?
Typically, no. There are no fees associated with cancelling an order for devices, accessories, or new service. The exception is if you schedule a Fios installation appointment and fail to cancel at least 24 hours in advance, in which case you may be charged a $99 no-show fee.
How long will it take to get my refund?
For cancelled orders, Verizon usually processes the refund within 1-3 business days. However, it can take up to 2 billing cycles for the credit to show up on your card or account, depending on your bank. For returned items, the refund is issued within 14 days of Verizon receiving the device back. You‘ll get an email confirmation when it‘s processed.
What if I ordered a new line of service with the device?
Cancelling an order for a new line of service will automatically cancel the associated device order as well. When you call customer service, just be sure to specify that you want to cancel the entire order, not just the device portion. If the order has already been delivered and activated, you may be subject to Verizon‘s standard 14-day return policy and $50 restocking fee.
Can I cancel an upgrade order for an existing line?
Yes, upgrade orders can be cancelled just like new device orders. However, keep in mind that if you used an upgrade eligibility to purchase the phone, cancelling will not restore that upgrade. You‘ll have to wait until your next upgrade cycle to be eligible again.
I‘m having trouble cancelling online. What should I do?
First, make sure you‘re within the 30-minute window for standard orders, or that the cancel button is still available for pre-orders and backorders. If you‘re getting an error message or the option is greyed out, try clearing your browser cache or using a different device. If the problem persists, contact Verizon customer service for help.
What if I need to cancel a Verizon business order?
The process for cancelling a business order is similar to a consumer order, but you‘ll need to contact the Verizon Business support team directly at 1-800-465-4054. They can assist with cancelling devices, accessories, and service orders for business accounts.
The Bottom Line
Canceling a Verizon order can be a pain, but it‘s far from impossible. The key is to act quickly and decisively as soon as you realize you want to change or undo a purchase.
Whether you‘re a fickle shopper like me who carefully scrutinizes every decision, or you just had a bout of buyer‘s remorse, remember that you do have options. Don‘t be afraid to reach out to customer service and politely explain your situation. While Verizon may have strict policies in place, agents are often willing to bend the rules a bit to keep customers happy.
And if you can‘t cancel in time, just make a mental note for next time. Always carefully review your cart before checking out, and consider waiting a few hours before placing a big order to make sure you really want it. A little mindfulness can go a long way in preventing cancellation headaches down the line.
Here‘s to being an empowered consumer and getting the devices and service you truly want from Verizon. May your next order be the right one – but if not, at least you know how to cancel like a pro.
