Why am i being asked to call after buying ear buds as a pay monthly add on?

[Ethelred]

Hey guys,

So i ordered Phillips lights from ee on pay monthly, which went through no problem. I then ordered Beats Studio buds pay monthly and received the item yesterday, they turned out to be faulty so i spoke to customer services today and they were very helpful, initiating the returns process. I told them i would need to go online the same day and order a different pair as i needed a pair for an upcoming holiday. They said that would be fine. So i went and ordered a different make on a pay monthly, which seemed to process okay. However ive subsequently received a text asking to call before they can progress with my order, which is really frustrating as i need to know that they're en route so i get them in time. Tried calling and they're closed, so im stuck until i can get through to them tomorrow. Does anyone have an idea why i didnt have to call for the first 2 orders (one of which they know im returning), but am now having to call regarding the 3rd? Many thanks!

[Chris_B]

@Ethelred   You’ll probably find it’s because you have ordered so soon after ordering the other pair.  Those who process the order will not know you are returning a faulty pair.  And I’m very surprised you got to to order another pair as this should be an exchange. 

I wouldn’t be surprised if you ended up with 2 pairs of these.   

[Ethelred]

Hey there,

Thanks for your response, that kind of makes sense. To be clear, i didn't
order the same pair again, but instead a different make of ear buds
altogether. So it's a straightforward return i guess. Suppose ill just have
to make contact with them in the morning and get the issue ironed out with
them,

Thanks again,

Philip