Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic 

Alex, 02 Jan. 2025 , 11:11am
Speak to a agent

O2 Virtual Assistant, 02 Jan. 2025 , 11:11am
Thanks for messaging with O2.
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O2 Virtual Assistant, 02 Jan. 2025 , 11:11am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Alex, 02 Jan. 2025 , 11:11am
07355812705

O2 Virtual Assistant, 02 Jan. 2025 , 11:11am
[Rich Content]
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Alex, 02 Jan. 2025 , 11:11am
Buying & Upgrading 🛒

O2 Virtual Assistant, 02 Jan. 2025 , 11:11am
[Rich Content]
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Alex, 02 Jan. 2025 , 11:11am
Yes

O2 Virtual Assistant, 02 Jan. 2025 , 11:11am
[Rich Content]
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Alex, 02 Jan. 2025 , 11:11am
I want to return an order

O2 Virtual Assistant, 02 Jan. 2025 , 11:11am
If you've changed your mind, you can return your device or accessory within 14 days of purchase to get a refund. Exceptions do apply.
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O2 Virtual Assistant, 02 Jan. 2025 , 11:11am
[Rich Content]
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Alex, 02 Jan. 2025 , 11:11am
Yes

O2 Virtual Assistant, 02 Jan. 2025 , 11:12am
As you are outside of your 14 day return window you wont be able to exchange or return the device
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O2 Virtual Assistant, 02 Jan. 2025 , 11:12am
[Rich Content]
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Alex, 02 Jan. 2025 , 11:12am
Something else

O2 Virtual Assistant, 02 Jan. 2025 , 11:12am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 02 Jan. 2025 , 11:12am
[Rich Content]
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Alex, 02 Jan. 2025 , 11:12am
It’s about my Account

O2 Virtual Assistant, 02 Jan. 2025 , 11:12am
Thanks! 🙏
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O2 Virtual Assistant, 02 Jan. 2025 , 11:12am
Please can you confirm your full Name
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Alex, 02 Jan. 2025 , 11:12am
Alex jones

O2 Virtual Assistant, 02 Jan. 2025 , 11:12am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Alex, 02 Jan. 2025 , 11:12am
Yes

O2 Virtual Assistant, 02 Jan. 2025 , 11:12am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Alex, 02 Jan. 2025 , 11:12am
Hi ordered to upgraded on the 20th December for a next day delivery but the deliver was the 23rd and I’m out of the country for a month so I rang and cancelled the contract but wondering how long it takes to have a refund because I paid 600. To upgrade

Info [Automated], 02 Jan. 2025 , 11:21am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 02 Jan. 2025 , 11:24am
Hello Alex, good morning! Thank you for reaching out to O2. I apologize for the delay in getting back to you.  
  
If I am guessing it correct, you are referring to the order of Apple iPhone 16 Plus 128GB, right?
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Alex, 02 Jan. 2025 , 11:28am
Yea

Alex, 02 Jan. 2025 , 11:32am
When I rang on the 21st they said I’d have refund 3-5days

Alex, 02 Jan. 2025 , 11:32am
Still no refund so what is happening please

Soaif Ali, 02 Jan. 2025 , 11:35am
Thanks for confirming. I see that the order isn't cancelled as of now fully.  
  
I have raised an investigation to check why it hasn't been removed from your account yet.  
We will hear from our investigation team within 48 hours. Sorry for the delay.  
  
As soon as the device is removed, you will receive the refund within the shared timescale.  
  
Before you head out, is there anything else I can assist you with?
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Alex, 02 Jan. 2025 , 11:36am
Yes I need a refund it’s been long enough

Alex, 02 Jan. 2025 , 11:37am
I can’t wait another 2 days

Alex, 02 Jan. 2025 , 11:37am
It’s been 10 days already