Order cancellation

[Sukhpreetkaur]

Hello dear, I hope you finds this message in good health. I want to discuss about mobile phone order delivery. On friday 30th november, I ordered iphone 16 pro max and paid 114 pound. After that, I recieved notification regarding delivery, the order is despatched and you will get on 2nd december. Today was delivery of mobile phone but unfortunately, i got message the order is going back to sky. What is the reason behind this? How is it possible because It was ordered with the help of sky assistant who is working in huddersfield kingsgate. I signed all the documentation and money. Finally, the order was despatched and ready to go. But why, I got messg it is going back to sky. Can you help me please. I want to buy this phone and so please deliver on my same address. If you need anything for deliver again please let me know. Thank you

[63johnw]

Hi @Sukhpreetkaur  this sometimes happens if you fail Skys second more enhanced credit checks. You will need to call sky for confirmation. 

[Sukhpreetkaur]

Okay dear thank you for replying. My credit history is good. Now, I need to contact sky for reorder? 

[63johnw]

If you failed the credit checks @Sukhpreetkaur then ordering again will make it worse. Call sky to find out the reason and then take it from there. 

[caesarome]

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@Sukhpreetkaur wrote:

Now, I need to contact sky for reorder? 

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No, you need to phone Sky to find out why the order was cancelled and returned to Sky, if you have failed this credit check then ordering it again could see you fail it again.

[PandJ2020]

Some info here: https://www.sky.com/help/articles/credit-checks-sky-mobile

[Sukhpreetkaur]

Can you suggest me please on which number I need to contact the sky phone? One of number I am also seeing on my sky aap I need to call on that number? 

[caesarome]

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

[Sukhpreetkaur]

Thank you so much dear.

[Sukhpreetkaur]

I called to sky mobile centre. Yesterday,  when I called at morning, one of the employee said me sorry for inconvenience. Due to delivery issue, it came back. You want to re order. I said yes please and after that I also confirmed, when i will get updation of this order on sky app. He said me in few minutes. He also said me you will get your order this friday. I waiting till evening not get any email of order and updated on sky app. At the evening time , i also called at same number , he said me there is issue of credit. You need to contact eqifax for detail. We cant redeliver. You will get your refund in three days. What is this? No one is guiding me properly. Thay are just giving opinion. No one gave me valid reason for parcel coming back. It was cancelled by consignor. Now, what I will have to do?

[Sukhpreetkaur]

I got very bad experience from sky. 

[Daniel0210]

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@Sukhpreetkaur wrote:

he said me there is issue of credit. You need to contact eqifax for detail. We cant redeliver. You will get your refund in three days.

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@Sukhpreetkaur 

Based on that it seems you may have failed the required credit check(s). Also, emails confirming or cancelling 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 cancelled 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 hopefully be refunded after about 14 days not 3 days. 

[Sukhpreetkaur]

I contacted to sky they are not giving me reason. At morning time, sky employee said me he will redekiver this delivery and said me sorry there was issue in delivery so thats it came back. When I called at evening on the same number for confirming when it will update on my sky app. After that he checked and said me we cant help you to redeliver. You will get refund within three days and said me to contact equifax. 

[Sukhpreetkaur]

Why they are lying to me we will refund you within three days. It was too bad firstly they confirmed my order and after that they canncelled. And now, they are not guiding properly what i can do? When I called they are giving differnet opinion to me for cancelled. If my credit was not good why firstly they deliver to me and after that i got message its on my after some time i got message it is going back to sky.

[caesarome]

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@Sukhpreetkaur wrote:

If my credit was not good why firstly they deliver to me and after that i got message its on my after some time i got message it is going back to sky.

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As explained above, you pas the first credit check so the phone was going to be sent to you but you then failed the second deeper check on your finances which is why the device was returned to Sky.