We’ve seen stories that detail customers having Xbox Series X and PS5 pre-orders cancelled after the fact, but how about this: others are finding it difficult to cancel online pre-orders they no longer need.
EB Games next-gen console pre-order cancellations
First, EB Games customer support has told customers that next-gen console pre-orders made online cannot be cancelled in the same way, insisting that cancellations must be made in-person. Stevivor has sighted multiple emails from customers who’ve attempted to cancel a pre-order made on either an Xbox Series X or PS5. The customers also opted to receive the console via click-and-collect from a nearby store.
“Looking into this, I can see your order was set for collection in store,” an email sent to one customer reads. “As such, you’ll simply need to head in store to cancel that for a refund onto your card.”
This particular customer in question resides in Victoria, where retail shops such as EB Games are closed as part of lockdown conditions. EB’s customer service was aware of that, acknowledging the situation.
“Please be aware that the store is currently not allowing foot traffic and will not be able to provide the refund until this is possible.”
Despite this messaging, EB Games has told Stevivor that “all customers are entitled to a 100% refund on any preorder cancellations”.
“Due to Victorian Government Regulations in Melbourne we are unable to process PS5 and Xbox Series X cancellations in our physical stores until they re-open,” a statement from an EB Games representative reads. “If people are unable to wait for the restrictions to ease to get this full refund, they simply need to call our customer service team to arrange the refund”.
Because email and website-based support seems to suggest otherwise, we suggest customers phone EB Games customer service on 13 39 30 and explain the situation to them (politely).
Telstra next-gen console pre-order cancellations
A similar situation has arisen at Telstra, with Xbox All Access customers told they’ll need to visit a brick and mortar Telstra store to cancel their pre-orders.
Telstra customer service is extremely tricky to connect with at present, with its general support telephone line actively shunting customers to automated messages or to the MyTelstra app for further text-based support. Those who’ve opted to use the MyTelstra chat portal have received messages indicating pre-orders will been to be cancelled at retail stores.
While we’re aware of the problem, we sadly don’t have a fix as yet — despite Telstra acknowledging our request for comment on the matter, the telco hasn’t actually responded.
Update: While we’ve yet to hear back from Telstra’s PR department, Matty over on Twitter has asserted that customers can use the chat to cancel pre-orders.
Hey Steve, customers can still cancel pre-orders by reaching us on messenger through the app here: https://t.co/u8oSqlVgi0 under the 'get help' tab and pressing on the blue speech bubble. Our friendly team will be able to address this with you if this is a concern.- Matty
— Telstra (@Telstra) October 6, 2020
As we’ve noted, we’ve sighted multiple chat histories that directly contradict this, but perhaps the above tweet will help you further through the process.
We’ll update this story as more is known.