What if the customer decides the next day they want their old device back?

Once the transaction is complete and the nightly shipment is processed, the customer cannot get the old device back. You must clearly disclose this to the customer when offering the program at point of sale.

If a customer changes his or her mind before a shipment is processed, can the customer get the device back via the cancel screen?

Reps should inform their customers that it is not possible to retrieve a device once they have submitted their devices for the trade-in program.


Note: Once the device is processed and shipped, the device cannot be returned to the customer.