Retuned phone

[Kieran2]

Hi I returned a phone on the 13 June 2020 by the O2 Jiffy bag which they sent out to me, however when I have contacted O2 today the 27th June 2020 they have said the phone had not been returned, I am now worried that the handset has been lost in the post is this normal for O2 to process a returned device or do you think it has been lost

[Cleoriff]

@Kieran2 

It may not have been scanned back into the warehouse yet, due to limited staffing.

How did you send it back? Was it prepaid by O2 and did you get proof of postage?

https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-policy 

[Kieran2]

Hi it was prepaid from O2 via a white Jiffy bag

[Cleoriff]

Hi @Kieran2 

Did you follow the process outlined here?

https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-policy 

If you ordered directly from O2 – either in store, online or over the phone – after 10 March 2020, please follow the steps below:

• Download the returns form here and print it
• Make sure the form is fully completed
• Include the form in your returns parcel
• Securely seal the returns packaging add your return address on the back
• Take to a Post Office and request a proof of postage (we recommend using special delivery). You can find your nearest Post Office at their branch locator. Opening times may differ from normal at the moment, so you may want to call them and check before setting off
• Once we’ve received your return, we’ll process your cancellation within 28 days 
• Any eligible payments made, including upfront costs, will be credited to your O2 account. You can check your account using MyO2, where you can also request for any final credit balance to be returned to your bank account.

[Kieran2]

Hi i followed everything apart from printing the form this is due to not having a printer to print the form off. However followed every other step and O2 customer service said it was okay to not include the form.

[Cleoriff · Accepted solution]

If you have proof of posting @Kieran2  then you will be ok.

As I said, it may not have been scanned backed into the system yet.

It does mean you need to keep checking though.

If it's missing then O2 need to chase it up with their returns dept or the post office.

[MI5]

@Kieran2 

It takes at least 2 weeks for O2 to process returns under normal circumstances.

Posting on the 13th means at best they received it on the 16th so 2 weeks from there is next Tuesday if you're lucky.

Due to short staff currently, it may take even longer.

[Kieran2]

When I phoned up they said that the returns department have still not received the product however the women said she would mark the phone as returned and would investigate what has happened with the phone and was told it would come of my account within 24 hours this was Friday and the phone is still showing on my o2 account.

[MI5]

It won't come off your account until it is physically scanned in by O2.