I ordered an iphone 7 in exchange of iphone5s. The delivery agent made multiple attempts to follow the process, had limited understanding of what it took, finally completing the verification and handing the new phone to us after 20 mins or so. He then left to return 15 minutes later saying the exchange verification had not gone through. On asking the reasons, he kept on parroting system rejection even though IMEI verification worked, OTP worked, the phone was in working condition.
We had no option but to take the old phone back and hand over the unopened new phone. Since then I have called the customer service multiple times to be given empty reassurances of another delivery attempt and finally half an hour back saw that the product is being returned to the seller.
A lesson for future: do not order high value items on amazon, esp with exchange. Disappointing.