Sky refused receipt of old mobile phone that's returned for a swap!

[Caroline82]

I have conducted a mobile swap. A IPhone 15 and I am sending my old IPhone 13 back. 
I have sent the iPhone 13 back, got the tracking I for and it states the recipient has refused receipt of parcel! Has anyone else had this happen?

I am now worried the phone is lost and I am going to get charged the £285 for this outstanding device! 

sky have said I will receive a new label and when (hopefully) I receive the phone back to resend! 

[caesarome]

When you called Sky did you ask them why it was refused and is on it's way back to you ?

[Caroline82]

They had no idea. All they said was they'd send me a new postage label to resend the mobile. I'm just worried I won't get the phone back or they refused it because it was damaged or something. 

its very stressful at this time of year especially when moneys tight. 

[caesarome]

If it isn't damaged when you get it back then take some photos of it from all angles to show what condition it is in before sending it off again.

[Caroline82]

Yeah I will do. Thank you

[John+J+C.]

Today, I have had the same message from Royal Mail tracking service. Iphone 13 replaced by 15.

Have spoken with Sky customer service who have promised to investigate. Very stressful - as the old phone was in excellent condition and in it's original box.