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user_11b15f
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4 Messages

Monday, August 21st, 2023 9:38 PM

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Return Label Not Printing

I am attempting to print a shipping label for the return of my devices, as I live out of state and cannot return them physically to an Xfinity store. Every time I try to print, this message shows up: Your equipment details are unavailable at this time. Please check back later to see if you're eligible for a device update. 

I do not understand what this could possibly mean and have spent a lot of time trying to return these devices. How should I solve this issue? Is it possible for a shipping label to get sent to me in person or emailed to me? I would like to resolve this as soon as possible so I do not continue to get charged for still having the equipment.

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Updated 

3 years ago

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XfinityJoshuaG

Official Employee

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331 Messages

3 years ago

Are you near a UPS store? You wouldn't need a label to take them to a UPS store for a drop off. This link (https://www.xfinity.com/support/articles/returning-your-equipment) has all the details.

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user_11b15f

4 Messages

Hi thank you for your suggestion, but this link says that in order for me to take it to the UPS store, I need the prepaid shipping label from online. 

3 years ago

0

XfinityJoshuaG

Official Employee

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331 Messages

3 years ago

You can disregard that, they scan the boxes and provide label as well as shipping boxes. You can just take the equipment in as is.

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user_11b15f

4 Messages

@XfinityJoshuaG​ Thank you—will I have to pay for shipping if I do this?

3 years ago

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XfinityVictor

Official Employee

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2.3K Messages

No, you will not have to pay for shipping.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

3 years ago

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user_11b15f

4 Messages

Thank you. I’m sorry but I’m still having trouble understanding how it works to show up to UPS without a shipping label. How will the employees there know that I am not supposed to pay for it and how would they know where I’m supposed to ship the package if I show up with no label for them to scan? 

3 years ago

0

XfinityEmilyB

Official Employee

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3K Messages

That's a great question, @user_11b15f and I'm happy to explain :). We have a working relationship with UPS so any time an Xfinity customer comes in with equipment to return, they have a process to package, label, and ship it back to us at no cost to you! I live right down the street from a UPS store so this has always been my go-to method. It's super fast and easy! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

3 years ago

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