Phone Rebate Issue

Hi, I am having an issue with my phones I sent in for rebate. They both shipped at the same time and both have arrived via usps tracking. On xfinity one shows it's still shipping, the other shows it hasn't been sent. I have found people found solutions through direct messages with instructions on what to send and how to send it. Unfortunately I can't find anything mentioned in these instructions on my app, website login, or this site. Please assist me.

-Sam