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More Dell Drama! But an Unexpected Solution, Also

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Dell Order Cancellation

Dell Order Cancellation

Anyone trying to maximize Amex Business Platinum benefits has probably shopped, or at least attempted to, with Dell.  The card provides a considerable benefit to cardholders, a biannual $200 credit on Dell purchases.  Over the years, I have experienced a Dell order cancellation or three.  Our orders have failed for a variety of reasons.  Dell’s customer service is equally vague in their explanations and unhelpful to resolve the majority of these issues.  But keeping at it can lead to a positive outcome.  Here’s my latest one.

I Just Want a Printer

In early June, I had one more Dell credit to use based on a recently-opened Amex Business Platinum.  I ordered a printer, but it was promptly cancelled.  I called Dell to clear my account, which had worked in the past.  Again, I attempted an order.  Cancelled.  At this point, I threw up my hands and decided to forget about it for about ten days.  We were leaving for Disney World the next day, and I had no interest in thinking about Dell in that timeframe.

Dell Order Cancellation

A Fresh Attempt

After returning from vacation, I decided to log into my Dell account and initiate a chat session with a rep.  I had recalled ordering with a rep via chat years ago and was curious to see if I could do that again.

I was unable to order directly in the chat with the rep like before, but she offered another solution.  She created a new quote based on the item I already had in my shopping cart.  Next, the rep emailed me the quote with a link to purchase.

I clicked on the link, and I became skeptical.  The link took me to a screen for payment which looked exactly like the one for normal online orders.  I kept patient, entering in my Business Platinum info and submitting the order.

My “Order Received” email then arrived, and a few minutes later, my order was confirmed by Dell.  Notably, the chat rep can stay connected while an individual follows this process.

Dell Order Cancellation
This guy just received his Dell order confirmation.


I knew I’d be giving up portal rewards by ordering this way, but I didn’t care.  The bar has been lowered so much with Dell that just using all my credits is a major win.  In fact, I plan to use this ordering method for the foreseeable future.  Sure, it takes a bit longer than a “normal” online order.  But for me, there’s no such thing as a normal online order, since they all seem to get cancelled.  I’d rather a time-suck end in success than failure.

Have you experienced Dell order cancellation issues recently?  How have you gotten around them?

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Benjy Harmon
Benjy Harmon
Benjy focuses on the intersection of points, travel, and financial independence (FI). An experienced world traveler, husband, and father, he currently roams throughout the USA close to expense-free. Benjy enjoys helping others achieve their FI and travel goals.

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  1. The ‘chat & email a quote’ method is the only way I can get orders through. If you’re ordering a few items together it’s easier to just place the order on the website (it’ll then auto-cancel) and then give that order number to the chat rep. They can see the canceled order and add all the items to the quote without you having to cut & paste item numbers yourself.

  2. I had to do the same thing. Wanted a price match on Bose QC45s and eventually they made it work with the custom quote.

    I’m okay paying net ~$30 for those headphones

  3. I just bought some speakers with one problem. But when I first tried it, the cart wouldn’t load. I closed everything down and tried it the next day. That day, after watching the cart spin and spin, it finally loaded and the order went through.

    I, of course, stacked it with Top Cashback and two Amex rewards.

    Sorry others had problems.

  4. I tried this method three to four times across different accounts, immediate cancellation. So I spanned up a new account/new shipping address so first order of $200 ish went through, a month later I ordered $600 ish items then order got immediately cancelled. This Dell issue is getting out of control and I wonder how this continues to happen so long.

  5. Tried this method. Didn’t work for me. Not sure how it works for anyone since I’m assuming they just link your address and/or phone number to any order and cancel regardless of how you place it. At least that’s how it works with me. Apparently my address is completely toxic as far as Dell is concerned. lol


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