Order cancelled why?

[Sjones990]

I need help by live chat. My order has been cancelled. I did not cancel it. It said I was approved earlier and I paid £140 upfront. I want answers please

[Daniel0210 · Accepted solution]

@Sjones990 
In case you’re not aware you aren’t addressing Sky here. This is primarily a customer helps customer forum so there’ll be no automatic contact from Sky as a result of you posting on the here.

You may have failed the more in-depth credit check. Sometimes any emails confirming or cancelling the order can arrive out of sequence. If you keep trying to order this could further impact your credit score.
Sky would be able to confirm that’s the reason your order was cancelled but not why you failed as they are not allowed to view your credit record, so you could sign up at somewhere like Experian or Equifax, which should give you access to your credit record.

[caesarome]

We are customers here like you so this isn't a live chat.

This will have happened if you have failed the second more enhanced credit check that takes place so this will be something you would need to investigate as Sky is not allowed to view your financial records. One credit checking site they use is Experian so you could sign up to a free trial with them, just remember to cancel.

Give Sky a call and they will refund the £140 you have paid.

[Ben81828]

I have the same issue, not knowing if my iPad is getting delivered or not. I had inadequate funds in my account at the time of ordering . Everything still went through. Would reordering with adequate funds work without messing credit score

[Daniel0210]

@Ben81828 

You haven't said when you ordered. Sky may still have to carry out the second more enhanced credit check before dispatching the device. You could call Sky to confirm the current status of your order. 
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. 

[Ben81828]

Ordered on Xmas Eve. Received the following email: 

As requested, we've started the process of cancelling your credit agreement number. 

Please ignore the information relating to returning your product below if you have requested cancellation of your credit agreement before signing.

Please return your product or pay for it in full

If delivery of the product has been accepted you will be liable to pay for the product in full or if you don't want to keep your product you'll need to return it to us and anything that came with it, within the next two weeks. Once we've received this we'll refund any payments you made within the next 14 days using the payment details you gave us. If you don't return your product within this time, your monthly payments will continue.

Please note, we might not be able to give you a full refund if the product is damaged or in a poor condition. If this is the case we'll be in touch again.

You also have the option of keeping your product and paying for it in full within 30 days of the day you cancelled. If you'd like to do this, call us on 03442 414 141.

Your Sky Team