Charge 5 replacement process inquiry

[darenha]

Hi all, I just went through the process with customer service of initiating the replacement of my current charge 5 due to a defective battery. The email I got from the Google store doesn't mention anything about ordering the replacement, so I assumed that once they received my return, then a new one is shipped out but the followup email I received from the customer service rep said "Please make sure to order your new device before sending in your old device." Does anyone have experience with this? How do I go about ordering the replacement? Thanks!


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @darenha. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post, I understand your concern and confusion. 

Please note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on your specific case. With that said, my best advice is to contact our Support Team back so they can guide you through this process. 

Thanks in advance!