Trade-in

Trade-in flow that lets customers offset the upfront device cost.

Overview

Trade-in enables customers to offset the cost of a new device by exchanging an existing device during purchase.

At a glance

• Available as part of the device purchase journey
• Value is applied as billing credits over time
• Fully managed through a device trade-in partner
• Supported across web, app, and agent-assisted flows in Reach Central

Where it appears

• Device detail page for trade-in discovery
• Cart and checkout
• Agent-assisted flows in Reach Central

Core capabilities

• Real-time eligibility check and estimated value based on IMEI and customer inputs
• Final value determined after physical inspection of the device
• Customer consent captured at checkout, with timestamp stored
• Independent trade-in lifecycle tracking
• Automatic cancellation if the linked device order is canceled. For cross-product failure scenarios.

How it works

1. The customer selects a new device.
2. The trade-in option is presented if eligible.
3. Customer enters IMEI and device details.
4. The estimated value is shown instantly.
5. Customer accepts and provides consent.
6. A trade-in request is created and linked to the device order.
7. The customer ships the device to the partner.
8. The device is received and inspected.
9. Final value is confirmed and shared.
10. Credits are applied to the billing account. If the same order uses instalments, Device financing still follows its own approval and repayment flow.

Understanding trade-in value

• The value shown at checkout is an estimate.
• Final value depends on the actual condition of the device after inspection.
• Final value is shared after review and before settlement.
• The customer may accept or decline the revised value, depending on the configured flow.

Trade-in lifecycle and statuses

• Order received
• Order processed
• Device received and inspected
• Offer accepted or declined
• Settlement completed

Each trade-in has a unique ID and is tracked independently.

Billing and credit application

• Trade-in value is applied as credits over multiple billing cycles.
• Credits apply only to Monthly Recurring Charges (MRC).
• Credits do not apply to taxes, one-time fees, or add-ons such as device protection.
• Any unused credit continues into subsequent cycles until fully consumed.

Title transfer

Ownership transfers to the device trade-in partner only after:

• The device is received
• Final offer is accepted

If the associated new device order is canceled:

• Trade-in is automatically voided
• No ownership transfer occurs

If the cancellation happens after a financing failure, see eCommerce FAQs.

Tracking and visibility

Available in:

• My Orders
• Account view, where enabled
• Reach Central

Includes:

• Status
• Device details
• Estimated value versus final value
• Key timestamps

Communication model

Customers are kept informed at each stage.

The platform sends transactional updates on behalf of the brand:

• Trade-in initiation
• Shipment reminders
• Status updates
• Credit application confirmation

The trade-in partner sends:

• Device receipt confirmation
• Inspection outcome
• Final value confirmation

Also read

• For financed device purchases, see Device financing.
• For protection add-ons on the replacement device, see Device Protection Overview.
• For failed financing, trade-in cancellation, and credit timing edge cases, see eCommerce FAQs.
• For the broader store model and partner setup, see eCommerce.

Questions or clarification? Reach out to your respective account manager or email us at [e-mail] for help and support.