What do I do if the shop manager initiially says she can give a receipt for XB10 return but after she processes it says she cannot

THANLK YOU SO MUCH for your reply

I think I read that it takes 72 hours.  This happened just yesterday afternoon.  So It may be too early.  I had just paid my monthly bill and a refund credit for the unused portion is still pending and does not show a deduction for pending return of equipment.  I do not know where or how else to check.  Should I do a chat with a live agent to have them look and confirm?

I am wondering if the refusal to give me a receipt has a legitimate or business reason.  She said it was because I had already cancelled my account.  I asked her to add it back to my account so I could return it using the UPS method, but she said she could not do that as it was now used equipment and she could only add new equipment.  If it was because her printer was not working and she also could not just email me a receipt I might have been OK with it.  I did not realize at the time that the official guidelines said I would get an immediate receipt.  I was just going by the Reddit recommendations to get a receipt (and Reddit can be wrong.  LOL) which is why I asked her before I gave it to her if she should give me a reciept (and she said she would)  Why would she refuse to give me a receipt?  What would be acceptable reasons?  It seems very un-businesslike.

@TambourineMan Normally they provide you with a receipt, and I can't say with any certainty why they didn't provide you one. You were speaking with us recently an DM, and I can still look at the account if you like. Please send me a DM if you would like me to review, and confirm equipment removal from the account. 

Yes, please do this.  I tried again and now cannot even find the pending refund.  Thank you for any help you can provide.

@TambourineMan I can't initiate a DM tread. I'll need you to send one that I can reply to. 

I replied to my prior DM with Adrienne on Sept 9yh on cancelling my account prefaced by @XfinityEricB .  I am unclear just how else to DM you.