topic Re: No return updates in Orders

No return updates

katie_egan — Mon, 03 Feb 2025 07:11:32 GMT

Hi there,

I am looking to return my new upgrade and after going through all the steps, the last thing I have been told is ‘Great, we now have everything we need to process your return. We'll send you another SMS within 72hrs explaining your next return steps.’ I have received no update since and 72 hours has now passed. This is the second request I have made as I did not receive an update the first time either within 72 hours and it has been about a week now since my first return request and I have still had no updates. My 14-day return period ends today so could I please have some assistance?

Thanks.

Re: No return updates

Chris_S — Mon, 03 Feb 2025 08:34:52 GMT

Hi @katie_egan Thanks for getting in touch with us here in the EE Community.

I'm sorry to hear that you're looking to return your upgrade, is there any reason that you're returning your device?

Could I just check, did you order your device in a store, online or over the phone?

Chris S

Re: No return updates

katie_egan — Mon, 03 Feb 2025 12:00:52 GMT

Hi Chris, thanks for your reply.

I’m returning my device simply because I prefer my old one. I’m looking to return my new one and switch to a sim-only plan for my old device.

I ordered my new device online over live chat.

Thanks.

Re: No return updates

Chris_S — Mon, 03 Feb 2025 12:26:17 GMT

Thanks for letting me know @katie_egan That's understandable.

Are you using this link to return your device?

Chris S

Re: No return updates

katie_egan — Mon, 03 Feb 2025 12:36:52 GMT

No I called 150 and followed the instructions from there. I was sent to a web link then had to answer some questions via text about my return.

Re: No return updates

Chris_S — Mon, 03 Feb 2025 12:44:05 GMT

Oh I see, thanks @katie_egan You can request a device return via the link that I sent in the previous post.

Could you try using the link please and let me know how you get on?

Chris S

Re: No return updates

katie_egan — Mon, 03 Feb 2025 13:28:12 GMT

Thanks, I have just submitted a request.

Re: No return updates

Chris_S — Mon, 03 Feb 2025 13:33:22 GMT

That's great news @katie_egan I'm really glad that your return request is all completed now.

Did you receive any information about the next steps after you submitted the form?

Chris S

Re: No return updates

katie_egan — Mon, 03 Feb 2025 14:36:26 GMT

I have not received anything yet but it says I will get an update within 72 hours.

However, my 14-day return period has ended today. Will I be charged?

Re: No return updates

Leanne_T — Mon, 03 Feb 2025 16:57:29 GMT

Hi there @katie_egan

As long as you let us know within 14 days the team will be in touch with the next steps for you.

If you would like to check the request was received, please give us a call and the team will be happy to check this for you and make a note that you have submitted the return request.

Leanne 🙂