Return Label for Samsung 26+ Cell That Can't Hold a Charge

I received a Samsung 26+ cell phone at Xfinity a week and a half ago, and tried to return it yesterday to my local Xfinity store. The replacement phone seems to hold a charge better. The rep told me yesterday that I had already been sent a return label by email for the defective phone, but the label never arrived. I ported to a new replacement phone yesterday at my local Xfinity store and was told by the rep that I should already have received the return label for the defective phone. No return label was sent to either of my email addresses and I have to go back to the Xfinity store today for the 6th time in less than two weeks. Why can't I just print out the return label from my Xfinity account? The label doesn't exist on my account. The phone needs to be returned so I can avoid being billed for it.

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XfinityMatthew

Official Employee

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1.8K Messages

13 days ago

Hello @user_65mbvk Have you already attempted to resend the label online?

To replace your Xfinity Mobile shipping label, log in to your account online or through the app, go to the "Devices" tab, select the relevant device or trade-in, and look for the option to "Print return label."

If that doesn't work we can try escalating for you. Stores typically cannot reprint labels that were started online.

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user_65mbvk

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9 Messages

@XfinityMatthew This did not work for me. In my Xfinity account, "devices" ONLY showed my router. The cell phone was nowhere to be found. I went back to the Xfinity store for the 5th or 6th time in 2 weeks and was fortunately able to get a label printed there so I could ship it back. I found that many of the agents with whom I interacted had incorrect information on how to achieve anything on the cell phone side. The internet side was fast and easy to employ, but I was not able to input my own bank account info on the website to lower the price accordingly for auto pay - so that also required a trip back to the Xfinity store. There seems to be a lot of incorrect information given to customers at the store I go to, and I think this is because the agents are not completely properly trained.

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12 days ago

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XfinityEmilyB

Official Employee

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2.8K Messages

user_65mbvk Thank you for letting us know that the store was able to print the return label for you. We want to provide the support you need the first time you visit, so I apologize for the additional trips you had to make. You can read more about the return process here: https://www.xfinity.com/support/articles/returns-and-exchanges so you know what to expect.

Let's make sure you can manage your Xfinity Mobile services conveniently from the Xfinity App: https://www.xfinity.com/apps. When you sign in, do you see your mobile services?

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12 days ago

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user_65mbvk

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9 Messages

No. I am on a Windows 11 PC and I am not able to see any of the devices I have on my account. There isn't even a way to look that up on this account.

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12 days ago

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user_65mbvk

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@user_65mbvk Just found it. It finally showed up on my mobile account, and it does illustrate the exchange. I think it would be really great if the agents at the Xfinity store knew a lot more about how your cellular plans work, and about how to successfully negotiate issues. There were some very unhappy people in the store twice when I was there, who hadn't been credited with phones they never received (and were on the hook for them financiall) or were not properly credited for exchanges on phones they had returned. One person couldn't even get a return label from the store. The return process is cumbersome and often not processed correctly. Hopefully agents will be better trained to handle mess ups with cell phones and plans much better in future. Thanks for your response. I returned one phone but it says it's still "processing". I will check it again next week. Thanks again.

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12 days ago

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XfinityEmilyB

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2.8K Messages

user_65mbvk I'm glad you were able to find your mobile services through your online profile and I appreciate you taking the time to share details about your experience in the store. I'd like to stick with you here until we confirm the phone return is processed successfully, so I'll follow up next week to check in.

I want to make sure you're taking advantage of all the awesome features available to you. With Xfinity, you have access to millions of free hotspots across the footprint so you can stay connected while on the go. You can easily locate them here: https://www.xfinity.com/support/articles/download-xfinity-wifi-app-prioritize-home-network. They're super convenient and easy to use!

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12 days ago

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user_65mbvk

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9 Messages

19 hours ago

Hello, thank you for checking in. The Xfinity cell phone service website says it is still processing my exchange. That can't be right. No info has been received by me on the item shipped back to them (Samsung 26+) that I traded in for a Samsung 25 Edge. Why would it take this long?

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XfinityEmilyB

Official Employee

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2.8K Messages

user_65mbvk Thank you for letting me know. We are still within the estimated timeframe, so it makes sense that it's still processing. Please don't share the tracking number in this public thread, but when you track the return, do you see a date of delivery?

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19 hours ago

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user_65mbvk

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I never received a confirmation email. I only have the Fed Ex receipt with the tracking number on it dated 5/14/2026 from the day I dropped it off for shipping.

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19 hours ago

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XfinityJon

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1.4K Messages

Okay, when you look up the tracking number on the FedEx tracking through their website, it is displaying any updates, or current status, or location as of this time?

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18 hours ago

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user_65mbvk

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18 hours ago

The Fed Ex website says the Samsung 26 was delivered on Tuesday, 5/19/2026 at 9:35AM. Why would the return not have been processed by now?

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Return Label for Samsung 26+ Cell That Can't Hold a Charge

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