My order has been returned

[Yaseen4]

I have ordered a mobile device on monthly installement basis. I have paid the upfront and i even got mail from the parcel service that my product has been out for delivery. But later after some time they told me that the product has been returned back to sky. May i know the reason

[Daniel0210]

@Yaseen4 

That sometimes happens if you have failed one of the credit checks. 

For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. Any emails which confirm or cancel the order sometimes arrive out of sequence. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

Be aware that if you keep trying to order the device this could further impact your credit score. If you contact Sky they would be able to confirm that’s the reason your order was returned to Sky but not why you failed the credit check in the first place as they are not allowed to view your credit record. You would have to sign up to a credit reference agency like Experian or Equifax, which would give you access to your credit record.

Any upfront payment you’ve made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to call Sky to chase it up.