Agent canceled an order but did not issue a return label

OP wasn't so much complaining as simply reporting a mistake made by a Cox representative and asking what could be done.  It's probably not an issue that comes up often, but anybody with similar questions who reads this will still have the same questions.  Why couldn't you provide some type of general instruction on what OP can do?  That could have benefited everybody.  It wouldn't have required any personal information.  You could have told OP to contact you directly if they needed further assistance.  

CurtB This particular issue was a bit more complicated and required we speak privately with OP, but has been resolved. I apologize that the thread hasn't been updated.

Hi, ColleenD   I just searched Cox policies for returned equipment.  I found where it said not to take a Cox Mobile Device to a UPS store without a label, but it didn't say anything about that being a requirement for taking one to a Cox store.

Note: For Cox Mobile Devices, do not take the device to a UPS store without a return label provided by a Cox agent. Contact us to get the return shipping label. Returning Your Cox Equipment

I can see how OP's issue would have been a bit more complicated than normal. but can't you tell us how it was solved without revealing any account information?  Is it a secret?

CurtB This situation was a one off and required special handling so, to be honest I would rather not publish the resolution publicly and have anyone misunderstand. The nature of the original post being outside the purpose of the forums aside, situations like this particular one need to be handled on a case by case basis. 

To avoid any misunderstanding, you should update your policy to clarify a shipping label is required for all online returns. including those taken to a Cox store.