T-4408 · "New locker code never arrived by SMS"
Chat · opened today 8:14pm by Charlotte Murray (#104412, Silver) · linked EXC-311 swap locker
Hi — the exchange parcel for my merino jumper went to a swap locker today, but the SMS with the new code never came. My old code from August doesn't work (tried twice). Am I going to lose the parcel? It says 14-day window.
Hi Charlotte — sorry about that! I can see the swap: your parcel was redirected to locker 212 Smith St after the unit error, tracking STX-87311-VIC. The code SMS failed delivery at 2:20pm (carrier bounce — same issue we flagged on exceptions). You won't lose it: I can re-send the code to your email right now, and I've paused the 14-day timer for 48 hours while we sort it.
Yes please — email is best. And thank you for pausing the timer, that was my worry.
Sent to charlotte.m@example.com — subject "Locker 212 code (re-sent)". It's valid for 72 hours. Anything else I can help with tonight?
Got it, thanks! One more thing — my parka order (08412) SMS said delivery 2–3pm but it's still showing "packed". Is that related?
Customer context
- 2FA
- SMS active (carrier bounce affects her)
- SMS cap
- 4/wk · 2 used
- Tags
- size-between locker-fan review-writer
- Open
- APX-08412 (packed) · APX-08419 (cancel req) · RET-01187
Agent tools
Refunds above $20 need supervisor approval — see Refunds limits.