Handset Return

[Anonymous]

Hi,

I ordered a phone on contract last week and I accidentally ordered the wrong iPhone. I ordered the 6s rather than the 6s Plus.

I sent it back recorded delivery, I've had confirmation from Royal Mail it's been delivered but it's not been updated on my account. I'm happy with the tariff but just not the handset.

How long should it take for it to be updated on my account?
They said they would email me. The thing is my 14 days run out tomorrow or Saturday, will that make a difference?
I paid special delivery for £1000 just in case it got lost. I've been checking but o2 keep saying they haven't received my handset.

Thank you

[Cleoriff · Accepted solution]

Hi @Anonymous It will happen over the next day or so. Until they scan it back into the system your account wont get updated. You have confirmation from Royal Mail its been delivered to them. Don't worry now. However you can keep checking via My O2...or be persistant and give them a call again http://www.o2.co.uk/contactus

Edited to add... you are within the 14 days return period ...you have proof of that via RM.

[Anonymous]

That's great @Cleoriff I sent it Friday 8th April.
I presumed it would take a few days from them receiving it in the post to my account being updated. Just I'm eager to order a new phone 😀
I'll check again tomorrow. Thank you for the prompt reply. When should I "start to worry"? As in my account isn't updated? X

[Anonymous]

Ps how do I check on my o2? X

[Cleoriff]

@Anonymous You can check my O2 using this link http://www.o2.co.uk/myo2

and ....if this was me personally...if nothing is showing then get on the phone today. Sometimes they may need a little 'jog'...:smileywink:

O2's change of mind/returns policy is here http://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

[Cleoriff]

Just noticed (and this has nothing to do with anything) is that a mistake in your opening post? Surely you didn't pay a £1000 special delivery? 

Welcome to the forum by the way @Anonymous

[MI5]

It isn't uncommon for it to take O2 at least a week (or more) to scan the phone back in once it is returned.
It will work it's way through the system and your account will be updated but expect it to take at least 2 weeks before you can re-order.
I assume the £1000 is compensation level ?

[Anonymous]

Haha yes it is the compensation level @Anonymous ! Jeez imagine paying that 🙈🙈 is suppose they way I worded it looks like I've stumped up £1000 😂😂😂 @Cleoriff
Everyone seems really friendly and happy to help.

[MI5]

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@Anonymous wrote:
Everyone seems really friendly and happy to help.

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We are
Welcome 

[Cleoriff]

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@Anonymous wrote:
Haha yes it is the compensation level @Anonymous ! Jeez imagine paying that 🙈🙈 is suppose they way I worded it looks like I've stumped up £1000 😂😂😂 @Cleoriff
Everyone seems really friendly and happy to help.

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Thank god for that @Anonymous I was about to ask for a loan...

By the way if you want to stay around and we would love you to...(we are a friendly bunch) then there is a welcome page here http://community.o2.co.uk/t5/Welcome-News/Introduce-yourself-on-the-O2-Community/m-p/958141#M15421