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lmacmil
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Articulate

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243 Messages

Monday, September 29th, 2025 1:20 PM

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How to cancel an order that hasn't been shipped

I ordered a "free" Apple watch via the recent promotion but have changed my mind (the "free" watch will cost me $10/month for 24 months.)  The watch is on backorder and has not been shipped.  How do I cancel the order?  There is nothing in the confirmation emails showing how to do that and the link for help brings up a bot which is no help.

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7 months ago

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XfinityEva

Official Employee

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2.4K Messages

7 months ago

Hey @lmacmil I am sorry to see you are having trouble with your order. Can you please send us a direct message with your full name and service address to get started? 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

[Edit: added instructions]

(edited)

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lmacmil

Contributor

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243 Messages

Direct messaged with Xfinity support and they were able to cancel my order.

7 months ago

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