topic Re: Returns charge in Account & Billing

Returns charge

Ashleymortiboys — Thu, 01 May 2025 05:46:11 GMT

Hi I've been charge a returns of equipment fee but I 100% returned the equipment via the packaging sky had sent me.

Re: Returns charge

Daniel0210 — Thu, 01 May 2025 06:04:56 GMT

@Ashleymortiboys
Have you kept your proof of posting / tracking information / email from Sky confirming package with courier?

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

With or without proof of posting we can maybe get you some help from Skys Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you have the proof of posting and if you want to engage in a chat with Sky.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t like them on the forum.

Re: Returns charge

peter-marlow+1966 — Thu, 01 May 2025 06:59:44 GMT

Have escalated this look out for an invite to a chat in the next 48 hours

Re: Returns charge

Ashleymortiboys — Thu, 01 May 2025 07:03:44 GMT

Hi thanks for your quick reply, I no longer have proof of return as it's been 5 months , I did have this but after 3 months I binned it due to not hearing from sky and assuming my parcel had been received. I thought nothing of it until this morning sky have taken £169 out of my account.

Re: Returns charge

Daniel0210 — Thu, 01 May 2025 07:05:54 GMT

@Ashleymortiboys

To see if they can still help you I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Returns charge

Tom-W19 — Thu, 01 May 2025 10:05:45 GMT

Thanks for escalating. We've sent an invite to @Ashleymortiboys.

Re: Returns charge

Andyhillier1 — Mon, 02 Jun 2025 15:50:22 GMT

Hello,

I am having the same issue, I returned the equipment and I have proof of postage but I am being charged for not returning the equipment.

can anyone help with this?

Re: Returns charge

caesarome — Mon, 02 Jun 2025 15:57:32 GMT

@Andyhillier1

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.

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Returns charge

Mr+Flibbles+86 — Mon, 02 Jun 2025 16:09:59 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Returns charge

Andyhillier1 — Tue, 01 Jul 2025 18:27:50 GMT

Hello,

I am still getting emails stating that I have my final warning before debt collection. This equipment was returned in February, I have spoken to sky multiple times about this, can I get some further assistance please.

Re: Returns charge

caesarome — Tue, 01 Jul 2025 18:32:13 GMT

@Andyhillier1

What were you told on the chat you had with Sky's messaging team last month ?

Re: Returns charge

Andyhillier1 — Tue, 01 Jul 2025 19:08:23 GMT

Thanks for getting back to me, that all was resolved and they had closed the case but it doesn't seem to be closed as I keep getting emails stating I will be referred to debt collectors.

Re: Returns charge

caesarome — Tue, 01 Jul 2025 19:13:50 GMT

I have escalated your post again, so same as before and look out for the chat bubble tomorrow.

Re: Returns charge

Greenfingers001 — Wed, 02 Jul 2025 07:07:01 GMT

Thanks for escalating this. We’ve sent @Andyhillier1 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.