Return of Sky equipment

[OlgaH]

So for the second time since cancelling my Sky Stream service, I received an email and text from Sky chasing up the return of my puck. It was delivered to their return fulfilment centre a month ago today!

Now, why doesn't Sky chase up the return centre to process the returns, instead of threatening customers with additional fees? I have no control over delays at their end, and I returned my puck as soon as the packaging arrived. Could not have done it any faster. And yet, the onus is somehow on me!

I cancelled Sky over two months ago, and it's still dragging on, waiting for a refund of what I overpaid, as well as for this return to be processed. 

Does anyone know 

a) how long the returns typically take to be processed

b) if I get notified of when it's done 

c) how I can stop Sky from charging my card for something I sent back weeks ago?

Thank you in advance!!

[caesarome]

@OlgaH 

It takes the company that handles the returns up to 3 weeks to receive returned items into stock so as it appears to have been longer than this and to get any credit you have on your account refunded I would give Sky a call. If you have the proof of posting receipt from when you returned the equipment this will help.

[OlgaH]

Many thanks for your response!

[lee6571]

Yes me too sent puck back weeks ago got a text this morning saying haven't received it yet!!!!

[Daniel0210]

@lee6571 

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

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

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option hasn't been available since the summer and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

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