topic Re: Order not able to be tracked in Orders

Order not able to be tracked

Stevieharrison5 — Sun, 20 Oct 2024 17:39:53 GMT

Have had the confirmation email but cannot track on the app

Re: Order not able to be tracked

Chris_S — Mon, 21 Oct 2024 08:47:56 GMT

Hi @Stevieharrison5 It's great news that you've done a new order with us.

Are you trying to track the order on your EE order tracker, or our courier's tracker?

Chris S

Re: Order not able to be tracked

Stevieharrison5 — Mon, 21 Oct 2024 09:21:40 GMT

H,I have used the online tracking but it keeps saying it has timed out.

Re: Order not able to be tracked

Chris_S — Mon, 21 Oct 2024 09:25:39 GMT

Thanks for letting me know @Stevieharrison5

Could I just double check, is that the EE app, or our couriers DPD's app?

Chris S

Re: Order not able to be tracked

Stevieharrison5 — Mon, 21 Oct 2024 09:43:59 GMT

Using the EE app as don’t have the dispatch tracking number to locate it on DPD app

Re: Order not able to be tracked

Stevieharrison5 — Mon, 21 Oct 2024 09:45:07 GMT

I have the order confirmation email with order number starting with XKO does this mean the order has been accepted ? It was for the Samsung 24+ ultra which is in stock.

Re: Order not able to be tracked

Chris_S — Mon, 21 Oct 2024 10:12:50 GMT

Brilliant, thank you @Stevieharrison5

An XKO number is produced when your order has been logged, but it may still not have been picked up by a member of our processing team and physically processed yet.

I'd love to make sure that you get some clarity on your order, so I'd recommend giving us a call on 150 from an EE phone, or 07953 966 150 from any other line, then a guide get this looked into for you.

Chris S

Re: Order not able to be tracked

Stevieharrison5 — Mon, 21 Oct 2024 10:15:13 GMT

I have had the direct debit mandate sent to me so does this not mean the order has been processed?

Re: Order not able to be tracked

Chris_S — Wed, 23 Oct 2024 07:08:39 GMT

@Stevieharrison5 You'll need to get in touch with us to get more information about the order.

You can find all options on how to contact us here: Contact Us | Help & Support | EE

Chris S