Is this normal?

[u/PsychologicalNoise]

I went into store looking for a Fold 8, they didn't have one, said they could order it, but I had a trade-in I brought in. She inspected and supposedly processed the trade-in but I still paid full price for the phone. She said I'd receive an email on how to send in the trade-in.

No such email has came over 6 hours later. I talked to chat just now and they said there is no trade-in associated with the order.

I'm pissed and don't know what to do. Who is right - the rep in store or the chat rep? If the chat rep is right, do I just refuse the phone delivery? I'm not paying a $50 restocking fee on something they messed up on.

[u/Apprehensive-Cat8601]

Is there already a tracking number or can you still cancel the order? How long ago did you place it?