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Trade-In Consumer FAQ for Vendors

As a Foxway vendor, you play a crucial role in ensuring customers have a smooth and satisfactory experience with Foxway's trade-in solution. 

This article provides detailed information on common customer concerns, the underlying reasons, and guidance on how you can assist them - either by providing immediate help or directing them to Foxway Customer Support. 

By understanding the background of each issue, you'll be better prepared to support customers effectively.

1. Delayed Receipt of Trade-In Funds

Customer Concern: "I haven't received the funds for my trade-in device. What should I do?"

Potential causes:

Device in Transit: The customer's device might still be on its way to Foxway's evaluation facility. Payment is issued after Foxway receives and thoroughly evaluates the device.

Incorrect Banking Information: Delays can occur if the customer provided inaccurate banking details during the trade-in process. Foxway's finance team may need to verify the information to ensure a smooth transfer.

Guidance for Vendors:

  • Explain the Possible Reasons: 
    • Inform the customer that if their device is still in transit, it may not have reached Foxway's facility yet. Payment will follow after evaluation.
    • Suggest that incorrect banking details could be causing the delay.

Actions for Vendors:

  • Check the status of the trade-in in the Retail Tool and inform the customer

2. Receiving Less Money Than Initially Offered

Customer Concern: "Why did I receive less money than the initial offer for my device?"

Potential causes:

  • Device Faults: Common issues like LCD damage or a loose back cover can impact the device's valuation, as they affect its overall condition and functionality.
  • Incorrect Device Model: If the customer accidentally entered the wrong device model during the evaluation, the market value may differ, leading to a revised offer after verification.

Guidance for Vendors:

  • Explain the Valuation Process:
    • Inform the customer that Foxway's valuation process is precise and considers the device's condition and market value.
    • Emphasize the importance of providing accurate information during the trade-in process to ensure correct valuation.

Actions for Vendors:

  • You can find the details of the trade-in deal in the Retail Tool and inform the customer that they will be notified if there is a discrepancy with the device (in case the new value is lower than initially expected)

 

3. Non-Functional or Missing Return Label

Customer Concern: "The return label provided is not working, or I haven't received it. What should I do?"

Potential causes:

  • Possible Issues: The return label may be non-functional due to technical errors, or it might not have been received due to email issues or spam filters.

Guidance for Vendors:

  • Provide Immediate Advice: Apologize for the inconvenience and assure the customer that the issue can be resolved.

Actions for Vendors:

  • You can find the shipping label information (or generate one if it is missing) from the retail tool and provide it to the customer. If that does not work, contact FoxwayThe shipping label can be found or generated n the retail tool. Contact Foxway if that does not work

 

4. Inquiring About Device Status

Customer Concern: "Have you received my device? I would like to know its status."

Potential causes:

  • Device in Transit: The device may still be on its way to Foxway's evaluation facility.
  • Awaiting Testing: If the device has arrived at Foxway's warehouse, it might be in the queue for testing and evaluation, which can take up to 5 days.

Guidance for Vendors:

  • Provide General Information: Inform the customer about the possible statuses of their device.
  • Let them know that they will receive an email update once the evaluation is complete or payment is initiated.

Actions for Vendors:

  • Encourage Patience: Ask the customer to wait for up to 5 days for the evaluation process. If you wish to provide the customer more background, you can check the status of the device from the Retail Tool.

 

5. Issues with New Device's IMEI Not Being Accepted

Customer Concern: "My new device's IMEI is not being accepted. What could be the issue?"

Potential causes:

  • Missing or Incorrect Digits: An incomplete or incorrect IMEI number can cause validation issues.
  • IMEI Already Registered: The IMEI might have been previously registered or used by another dealer.
  • IMEI Not Verified: The IMEI may not yet be verified by you as the vendor.

Guidance for Vendors:

  • Assist with Verification: Suggest the customer double-check the IMEI number for accuracy.
  • Explain the possible reasons why the IMEI might not be accepted.

Actions for Vendors:

  • Provide Assistance: Help the customer re-enter the IMEI correctly.
  • Ensure that you have properly verified and registered the IMEI in Foxway's system.
  • If the issue persists, contact the Foxway technical team for assistance.

 

6. Canceling a Trade-In Deal

Customer Concern: "I would like to cancel my deal. How can I do that?"

Background:

Customers have the option to cancel their trade-in deal before Foxway processes the device.

Guidance for Vendors:

  • Provide Guidance: Explain that they can cancel the deal if it hasn't been finalized by Foxway.

Actions for Vendors:

  • If the device has not yet been delivered to Foxway, you can cancel the trade-in deal on behalf of the customer through the Retail Tool.