topic Refund in Account & Billing

Refund

Kaz79 — Fri, 31 Jan 2025 13:45:15 GMT

I left sky in December and I am still owed a refund, I also haven't received the packaging to return the equipment.

Re: Refund

Daniel0210 — Fri, 31 Jan 2025 13:48:00 GMT

@Kaz79 wrote:

I also haven't received the packaging to return the equipment.

@Kaz79
If you’ve successfully cancelled Sky should send out returns packaging near the end of any cancellation period (which is 31 days for Sky Q and 14 days for Broadband) for any loaned equipment they are expecting back.

If the arrival of packaging is delayed it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

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@Kaz79 wrote:

I left sky in December and I am still owed a refund,

Refunds usually take up to 6 weeks from your last day of connection however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but please confirm in your reply it’s currently showing as a credit on your Sky account and whether the payment method is still active.

Re: Refund

Kaz79 — Fri, 31 Jan 2025 16:57:16 GMT

My sky payment method is till active, my new service provider was activated on the 13Th of December. Thanks

Re: Refund

caesarome — Fri, 31 Jan 2025 17:11:50 GMT

@Kaz79

To confirm that you see a credit on your account ?

Re: Refund

Kaz79 — Fri, 31 Jan 2025 17:14:28 GMT

Hi, yes I have a credit of 36.53.

Re: Refund

caesarome — Fri, 31 Jan 2025 17:16:09 GMT

@Kaz79

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this, so if the bubble hasn't appeared by 7pm it will be tomorrow that they will contact you by it:

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Refund

Kaz79 — Fri, 31 Jan 2025 17:17:26 GMT

Thank you.

Re: Refund

Mr+Flibbles+86 — Sat, 01 Feb 2025 09:35:35 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: Refund

Kaz79 — Sun, 02 Feb 2025 01:31:04 GMT

I have not received an invite to chat.

Re: Refund

Daniel0210 — Sun, 02 Feb 2025 04:57:06 GMT

@Kaz79

It was sent yesterday morning so see if it reappears after 0800 today when the Messaging Team start again.

Re: Refund

Addie15 — Tue, 04 Feb 2025 08:32:44 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.