topic Re: Order cancelled in Orders

Order cancelled

Km12331 — Wed, 04 Jun 2025 08:55:26 GMT

My order was cancelled and I haven’t received my money back from the upfront payment

Re: Order cancelled

Ritu_D — Wed, 04 Jun 2025 10:24:59 GMT

Hi @Km12331

Welcome to the community.

Could I just ask what it was you ordered?

And how did you place the order? Was it online, over the phone or in store?

Thanks

Ritu

Re: Order cancelled

Km12331 — Wed, 04 Jun 2025 10:25:54 GMT

It was a iPhone 16 pro max and I ordered it online

Re: Order cancelled

Ritu_D — Wed, 04 Jun 2025 10:37:36 GMT

Thanks for confirming that @Km12331

A refund can take up to 14 days to show up in your bank. When was your order cancelled?

Re: Order cancelled

Km12331 — Wed, 04 Jun 2025 10:38:34 GMT

It was cancelled on Sunday

Re: Order cancelled

Ritu_D — Wed, 04 Jun 2025 10:40:46 GMT

Thanks @Km12331

Did the money leave your bank or was it pending?

Re: Order cancelled

Km12331 — Wed, 04 Jun 2025 10:41:23 GMT

It was pending and still says pending

Re: Order cancelled

Ritu_D — Wed, 04 Jun 2025 10:43:51 GMT

When a payment is pending it's usually back in your account within 5 working days @Km12331

Re: Order cancelled

XRaySpeX — Wed, 04 Jun 2025 12:12:27 GMT

@Km12331 : If a transaction at your bank is showing "Pending" it hasn't actually been taken from your a/c & will be auto removed when EE don't apply it.

Re: Order cancelled

Steveg72 — Mon, 07 Jul 2025 09:44:02 GMT

My payment was actually taken from my account, how long does it take to go back in ,

Re: Order cancelled

Ritu_D — Mon, 07 Jul 2025 12:42:37 GMT

Hi @Steveg72

Welcome to the community.

Could i just check did you receive your order and then cancel it?

Also what was it you had ordered?

Thanks

Ritu

Re: Order cancelled

Steveg72 — Mon, 07 Jul 2025 12:52:44 GMT

Hi , I ordered an iPhone 16 pay monthly and then about an hr later I received a text saying my order had been cancelled

Re: Order cancelled

Ritu_D — Mon, 07 Jul 2025 12:57:00 GMT

Thanks for getting back to me so quickly @Steveg72

Is the payment showing as pending with your bank?

When a order is placed a payment request is sent to your bank, but the payment wont be taken until the order is processed. Your bank will set the payment aside "Pending" until we take it.

If for any reason the order does not get processed the bank will release the "pending" payment back into your account.

Re: Order cancelled

Steveg72 — Mon, 07 Jul 2025 14:59:40 GMT

Hi , no the payment was taken through Apple Pay and went out of my account it shows £30 taken on my recent transactions

Re: Order cancelled

Alex_H — Mon, 07 Jul 2025 17:21:44 GMT

@Steveg72 If the payment has fully completed but the order has been cancelled, for Apple Pay the money should be back in your account between 1-4 days after the refund is processed.

If you don't see the refund 1-4 days after the order cancellation I would recommend giving us a call and one of our agents can check the order and payment to help get it sorted.

Alex

Re: Order cancelled

Salambinaliawal — Fri, 05 Dec 2025 05:06:45 GMT

Tracking is not working

Re: Order cancelled

Salambinaliawal — Fri, 05 Dec 2025 05:12:50 GMT

But I don't received my money back from the upfront payment

Re: Order cancelled

Ritu_D — Fri, 05 Dec 2025 09:40:35 GMT

Good morning @Salambinaliawal

Welcome to the community.

What did you order? I can imagine you are eager to receive your order.
Are you seeing an error message when you try to Track your Order?

Thanks

Ritu

Re: Order cancelled

Chris_S — Fri, 05 Dec 2025 09:54:52 GMT

Hi @Salambinaliawal

If your order was cancelled, you'll receive your up front payment back in around 7-10 days.

How long ago was your order cancelled?

Chris S