Order successful

[Louisac1]

I have ordered a phone about 2 hours ago. I have received an email that states “Thanks, we've got your order, we'll begin to work on it straight away. We'll be in touch via SMS if we need any further information, you'll know its from us as it will include the XKO reference number you received when you placed your order.” Further down when it states “YOUR ORDER TOTAL” it says “ We’ll 

send you a text when your order is on it’s way.

this is next to confirmation of my £30 upfront payment. 

when I put my order reference number into the tracking tool it says it cannot locate the order. 

I just want to know if receiving this email means all checks are done and my order has been successful and I am just waiting on a DPD notification (as it is a Sunday) or if this means I can still receive and unsuccessful order email. 

[Chris_B · Accepted solution]

@Louisac1  You’ve received an automatic response from placing the order it just means you’ve placed an order. It still needs to be checked and until a device is allocated you can’t track nothing as there’s nothing to track.   You’ll receive a tracking number when a device is allocated to you and you’ll get the device the next day.   And yes your order could still be rejected. 

[Ali_A]

Hi @Louisac1 

Please check your junk/spam folder if you've received a follow-up email confirming your has been processed. 
If you've not received any follow-up email you'll need to give our Customer Service team a call where a guide in the Digital Sales team can check your order went through successfully. 

If the order process couldn't be completed yet, the team can discuss the reasons why and what additional information we need to manually complete it for you.  They can then issue you the tracking number.

Ali 

[Louisac1]

I’ve just received a “confirmation your order is on its way” email and I can now track it using the order tracking tool - does this mean that I have been successful 

[Ali_A]

@Louisac1 

Great news! Yes, a follow-up email confirming your order is on its was mean it has been processed. 

Ali 

[Louisac1]

How long does it usually take for the DPD email to be received - I have ordered to store 

[Chris_B]

@Louisac1  The store will notify you when it’s there for collection.    You’ll should get this tomorrow.  I don’t know if this is still correct but you are not the recipient of the DPD delivery the store is so you don’t get anything from DPD.  

if you have tracking you should be able to see when it’s at the store though for you to collect. 

[Peter_W]

Hey @Louisac1 😊

These details from @Chris_B are spot on - customer's don't typically receive DPD tracking details for deliveries to our stores, but you should get an update once this is ready to collect.

If you contact our customer care team though, they can view the tracking direct at our end.

Finally should you wish to double check with the branch to see if there has been a delivery, you can find the contact details on our store finder.

Peter

[Louisac1]

Hi so earlier today on the tracker it was coming up as every step done before dispatch. Then later on it went back to being before “awaiting dispatch” and just “order confirmed”. I now cannot access my tracking details via the tracker tool but I’ve been sent confirmation of my direct debit being set up. Can I ask if this is usual and is there still a chance I could not receive the phone ? 

[Ali_A]

@Louisac1 

You should still be due to receive the phone. You contact customer service they will be able to let you know the tracking number you check on DPD website. (Note: for tracking you'll need to know the postcode of the store it will be going to). 

However, the store will reach out to you once they have received the item and it's ready for collection. If it's been over 24 hours of reaching the store I recommend following @Peter_W advice and contact the store directly for an update. 

Hope this helps! 

Ali