Failed Phone Upgrade

I would like support with a failed phone upgrade:  I ordered a pair of phone upgrades (iPhone 12->16), which qualified for an upgrade discount with my service.  Fedex failed to deliver, which caused a whole cascade of errors when the phones were returned (phone service incorrectly transferred to the returned phones, multiple hours online and on my work phone with 5 agents to get it resolved).  

Now that I've finally got some time to try again, I can no longer 'upgrade' my lines because my account incorrectly shows my current phone as the ones that were returned.  I need to have the devices on my account reset back to their actual hardware so I can try to upgrade again.

Thanks