Just to follow up, the customer care team referred me to Dell Financial Services. Once I was able to get through to a live agent, I explained my situation, verified the original system I returned had already been received by Dell, and had the refund credited to my account as of 2/4/22.
I ordered a system on 12/4/21 using a newly created Dell Preferred Account and it was delivered 12/29/21. Due to a manufacturing defect on the palm rest, I opted to return the laptop and request a replacement. Dell stopped offering my configuration in the United States, even though an identical configuration could be ordered in Canada. I was offered several replacement systems that didn't have specific components I wanted that were included with my original order, so I declined those replacements. I was told that I would need to return the computer and wait until my configuration was available again, and submit a new order. My system was sent back and received by Dell on 1/18/2022. After receipt, order status had changed to "Cancelled". I tried to submit a new order with Sales, but was told they were unable to match the discounted price of my original order and that I would have to contact Customer Support to submit a new order for the same price. On 1/14/2022, a replacement order (new order number) was placed through Customer Support and stayed on 'Confirmed' for 10 days. On 1/24/2022, I chatted with Customer Support asking about the status and was told that the order couldn't be completed, even though by this point the exact configuration could be ordered through Dell's US website. The representative could not explain why the replacement order couldn't be completed even though it was available for purchase again through Sales. I cancelled this replacement order and submitted a new order through Sales. It took effort on their part, but they were eventually able to match my original purchase price from 12/4/2021. In order to get the replacement order submitted as quickly as possible, I used the remaining available credit on my Dell Preferred Account and paid for the balance with a credit card rather than wait for the original order to be refunded on the Dell Preferred Account. As of today (1/30/2022), the new order is scheduled to be delivered within the week, but my original order status has changed from "Cancelled" to "Delivered". How do I get my original order that I have already returned cancelled out so that I am not paying for a computer that I don't have?
Returned system and Dell Preferred Account has not been refunded