amazon - cancel oder without doing full procedure

Sir I ordered a phone from amazon.. It delivered at my home at morning * am.. It was a exchange offer package so that the delivery boy took the old phone and give me the new phone. But when the delivery boy came he only scan the bar code he didn't ask me anything related my old phone.. And sudden told me that my order was cancelled.. And went back. When I called amazon customer service they told me the delivery boy register that there have some problem in my old phone which was in exchange. But the delivery boy didn't ask for my old phone for one time. whenever my father told him to check the phone he refused and behave like that he didn't know anything about the procedure.. And finally my package was cancelled.