Trade-in device program and orders

 Your offer reference code (RMA) attaches your trade-in offer to your account.

• If you send us a trade-in device without an RMA, you will receive no trade-in credit for your device.
• The device connected to your RMA and quote must be the same device you turn in. A new quote must be generated for an alternate device.
  
• The RMA expiration date clock begins the day the new device order ships. Messages are sent with the updated RMA expiration date.
   

 You must take the trade-in device to a T-Mobile store or ship it:

• If taking the trade-in device to a T-Mobile store:
  • All T-Mobile retail locations accept deferred trade-ins. (Retail Teams follow Trade-in steps below.)
  • The trade-in device must be turned in by day 30 for the trade-in to be accepted and not considered expired.
  • If the order was from National Retail or JUMP!, it cannot be taken to a store. Those deferred trade-ins must be mailed back.
• If shipping the package:
  • Trade-in RMA must be shipped within 30 days from when the new device order ships for the trade-in to be accepted and not considered expired.
    • For single device orders, the trade-in return ship kit is shipped with the new phone. For multiple device orders, the trade-in return ship kit is shipped separately from the original order. 
    • Customers receive a trade-in ship kit from T-Mobile, which includes the following:
      • Prepaid shipping label
      • Bubble wrap bag for device
      • Device reset & shipping instructions
      • Shipping box
        • Advise customers to take trade-in device to the closest UPS drop-off location.
        • Recommend customers return trade-in devices to staffed UPS return centers where they can receive a receipt for the return and to avoid using public UPS drop boxes.

 You will receive an email and/or text message that contains the status of the trade-in, a receipt, and the amount of credit being applied.

• You will be notified if the traded device impacts their promotional offer enrollment.
• For port-ins, text messages may be sent to the temporary number instead of the ported in number.
• You should check your email for messages regarding their trade-in.
   

 The value of your quote may be changed once we evaluate the phone in our facilities. You may not be qualified for a credit if:

• The device is reported as lost or stolen.
• Android Find My Device or Apple Find My iPhone feature is turned on.
• Any damage that impacts device condition before or during shipping.
• If a device is received at T-Mobile and the original offer value changes:
  • Log into your My T-Mobile account to track orders, accept any new offers or have the devices returned to you.
  • You will be notified via text message and/or email if the value offer changes.
  • New offer decisions cannot be changed.
     

 Promotions: You will be un-enrolled from the promotion if:

• Your device value changes, and you do not accept the new value before 14 days.
• The device does not have value on received.
• You send a different device than quoted that is not eligible for the promotion. (See Trade-in & EIP credit issues for customer sent wrong device.)
• Trade-in device is not received before RMA Expiry.
   

 Accepted credits appear within two bill cycles depending on when the device is received.

 Canceling a device order with an open trade-in quote (RMA) automatically cancels the trade-in quote.

• Turn off any Anti-Theft or Find My iPhone features. Devices will be reassessed at $0 if these steps are not completed.

1. Check eligibility and provide all advisements.
2. Perform a device condition check.
   • Confirm the device will be eligible for the customer's trade-in credits and promotions.
   • Trade-ins with screen damage may receive a partial value. Some promotions allow damaged devices. See promo for details.
3. Select Device Trade-in as part of the sale transaction for the new device(s).
4. Select the trade-in method: instant or deferred trade-in.
5. Enter the quick code, IMEI, MEID or MAC address of the device.
   • Retrieve the quick code from T-Mobile devices with an active SIM by entering #427# on the device keypad followed by the Call button. Quick code will populate on the screen.
   • For T-Mobile devices with no active SIM or non-T-Mobile devices, use Device Wizard.
     Note: For some devices the quick code will validate the 14-digit MEID instead of the 15-digit IMEI. This is still acceptable as the MEID is only one digit short of the 15-digit IMEI.
6. If the trade-in device has an open EIP associated to it, the system will require a payoff of the remaining balance in that transaction.
7. Select Validate for Device Carrier, Make and Model, Color and memory variant will auto-populate.
   • For tablets enter the following information:
     • IMEI / Numeric MEID
     • MAC ID (for Wi-Fi only tablets)
8. If device details do not auto-populate, make the selection from the drop-down options.
   • Apple Devices verify Device Model and Memory from Settings -> General -> About
   • For all other models, manually verify the device details from device settings.
9. Answer the device conditions questions. The value of the device may be lower than estimated if the device condition is different when it is actually received.
10. Click Continue.
11. The trade-in value can be applied to Due Today (instant only), open EIP balances (only if applicable), or as a bill credit.
12. Continue below based on whether the customer is performing an Instant trade-in or Deferred trade in.
     

Instant trade-in

1. When prompted, select to allocate the trade-in value to Due Today, Open EIP, or as a Bill Credit. 
2. If allocating toward Open EIPs, click and drag EIPs in the correct order. The value applies in that order until all trade-in value is depleted.
3. Continue to checkout and proceed with the payment method.
4. Have the customer sign the EIP agreement or trade-in documents when prompted.
5. Print the device return labels and affix them to the correct device.
   • Verify the IMEI on the label matches the IMEI on the device.
   • If trading in multiple devices, verify each device has the correct label.
   • To reprint a device shipping label, see Shipping Labels.
6. Put the trade-in device in a bubble bag and place it in the inventory cage.
    

Deferred trade in

1. Fill out the Trade-in Kit address correctly. The customer may choose to either turn in the deferred trade-in to a store within 14 days or they can use this trade-in kit to mail device in.
2. Continue to checkout and proceed with the payment method.
3. Have the customer sign the EIP agreement or trade-in documents when prompted.
4. Advise the customer they will receive a trade-in ship kit by mail.

All T-Mobile retail locations accept deferred trade ins for orders that were already placed in a Retail store, Care, Virtual Retail, or T-Mobile.com.

• Retail & AR locations do not ship packaged trade-ins on behalf of customers. Customers who have trade-ins that are in trade-in ship kits should take the kits to an authorized shipper. 
• Authorized Retail: Many Authorized Retail locations can follow the steps below to accept customers deferred trade-ins. Locations that are not able to follow these steps should help the customer print the shipping label and ship the device. Do not refer the customer to call Care for this.
• Confirm customer is ready to turn in their device. Do not post void Deferred trade-in return transactions.  This could cause promotions and credit issues. 
• Exception: National Retail & JUMP! deferred trade-ins must be mailed back.

1. Verify the account normally. The customer can be a Billing Responsible Party or Authorized user.
2. Check eligibility and provide all advisements.
3. Perform a device condition check.
   • Confirm the device will be eligible for the customer's trade-in credits and promotions.
   • Trade-ins with screen damage may receive a partial value. Some promotions allow damaged devices. See promo for details.
4. Log in to Tapestry.
5. Select the Process DASH Returns icon on the Tapestry landing page or on the Device Dashboard in Account Summary.
6. Search by Order Lookup.
   • Enter the Order Number to retrieve a specific order or use available fields to narrow order search.
   • Select More Options to view/utilize additional fields for order search.
   • Select Find Order.
7. After verifying the correct order is displayed, select the Trade In blade.
8. Select the item(s) for trade in.
9. Select Start Device Turn In.
   • Original trade in make, model, IMEI, and condition question responses will be displayed.
   • If multiple devices are being traded in, each device will be on a separate tab.
   • If the customer chooses not to turn in the device, select Remove Device to end the transaction.
10. Enter the QuikCode or IMEI.
11. Select Submit.
    • If IMEI rather than QuikCode was entered, a manager override is required. Enter the approver's NTID and password and select Override.
    • If Service Provider, Manufacturer, and Model are not auto populated, enter the missing field(s) using the dropdown list.
      • Apple devices: Verify Device Model and Memory from Settings > General > About.
      • Other models: Manually verify device details from device settings.
    • If the device turned in is different than the original offer device, a different device model appears. Select Continue.
      • If the customer decides to not proceed with the different device trade-in, select Remove Device to end the transaction.
12. Select Yes or No for the device condition questions.
    • Have you disabled the Find My iPhone/iPad feature from your iPhone/iPad? (Only shows for Apple devices)
    • Does the device have an acceptable LCD and Display?
    • Does the device have liquid damage (i.e., is the liquid damage indicator tripped or missing)?
    • Does the device power on?
13. Select See Offers. (If a make, model, and/or device condition differs from the original trade-in offer or if the original trade-in offer expired, a new offer is presented.)
14. Select Offer based on customer’s preference.
15. Select Add it to acknowledge offer.
16. Select Continue.
17. Select Submit.
18. Select Continue to Checkout.
19. If the accepted make, model, or device condition differed from the original trade-in offer or if the original trade-in offer expired and a new offer was created, a Device Recovery Program Agreement displays, which the customer must accept.
    • Select Sign.
    • Select I have reviewed and agree to the T-Mobile Electronic Records and Signature Disclosures and Financial Privacy Policy.
    • Select Continue.
    • Have the customer sign the Device Recovery Program Agreement, then select Adopt and Sign.
    • Select Finish.
20.  Select Add Tender.
21. Tender the transaction as Cash ($ 0.00 due).
22. Print and/or email receipt based on customer’s preference.
23. Print the device return labels and affix them to the correct device.
    • Verify the IMEI on the label matches the IMEI on the device.
    • If trading in multiple devices, verify each device has the correct label.
    • To reprint a device shipping label, see Shipping Labels.
24. Put the trade-in device in a bubble bag and place it in the inventory cage.

1. Check eligibility and provide all advisements.
2. Perform a device condition check.
   • Confirm the device will be eligible for the customer's trade-in credits and promotions.
   • Trade-ins with screen damage may receive a partial value. Some promotions allow damaged devices. See promo for details.
3. In ATLAS, click the Toolbox and select Upgrade dashboard.
   • The dashboard displays all selected MSISDNs on the BAN in a single view, presented in ascending order by default.
   • Subscribers eligible for special device pricing promotions have a Line upgrade promotion indicator above the device make and model.
   • Each line item displays the subscriber name, mobile number, device make/model, IMEI, and eligible upgrade program.
   • You can filter results by MSISDN for faster access to the correct subscriber.
4. Verify and locate the mobile number on the account that the customers want to use for the upgrade.
   • You can filter results by MSISDN for faster access to the correct subscriber.
   • When upgrading multiple lines, only one upgrade program type is allowed per order.
   • If customer is not eligible for an upgrade, click the magenta arrow for details about open EIP.
   • Upgrade programs that are not available are grayed out.
5. When starting the transaction, a notification will pop up stating to Send a one time PIN to confirm.
6. Select YES on the Device Trade-In popup message.
7. Read the customer the Deferred trade-in Advisements.
8. Select Deferred Trade-in.
9. From the Trade-in device screen, ask the customer if the device they want to trade is one of the two most recently active devices.
   • Yes: Select the device listed on screen.
   • No: Select Other Device, manually enter the device IMEI, and click Validate. (If device details do not automatically populate after IMEI validation, select the Make, Model, Memory, Color, and Memory from the device drop downs, and then click Select.)
10. Click Continue to move forward.
11. Ask the customer to verify the questions under trade-in device condition. See Device condition checks.
12. Submit the customer's answers.
13. Click Continue.
14. Review the estimated trade-in quote with the customer.
15. Click either:
    • Accept if the customer wants to proceed with the trade-in
    • Decline if the customer does not
16. Review the Customer advisement with the customer and click Continue.
17. Once all trade-in devices have been captured, proceed to the Equipment selection.
18. Enter the device IMEI for the trade-in and select Check.
    • Dual SIM with eSIM devices, like the iPhone Xs, have two IMEIs; ensure IMEI1 is entered.
    • For Wi-Fi only tablets, older iPads, and Series 1 and 2 Apple Watches, enter the MAC ID.
    • If not T-Mobile TAC, select appropriate drop-down options, including: carrier, manufacturer, model.
19. Complete the questionnaire about the device's condition.
20. Advise the customer the actual value of the device may be different than estimated if mailed to T-Mobile as a part of the order.
21. Click Get Quote to view the estimated value of the device.
22. On the Get Quote option in Atlas, drag the quote to the Defer box if the offer is accepted.
    Note: If declined, drag the offer to the correct reason why.
23. Select Continue.
24. If applicable, select where the trade-in credit is applied during the Upgrade flow.
    • FMV can be applied to either an active EIP or a BAN bill credit.
    • For device orders with promotion:
      • Educate the customer that the FMV will apply as a one-time credit towards either an active EIP or as a BAN bill credit and is deducted from the total promotion amount.
      • Remainder of promotion is fulfilled via monthly RDCs.
        • Example: $800 off iPhone promo. Customer receives deferred trade-in credit or $225 applied as one-time bill credit. Remainder of promo is applied as RDCs ($800 - $225 = $575 in RDCs, across 24-month EIP = $23.95 RDC per month).    
    • If there is no active EIP and device is not on promotion, the trade-in amount is automatically applied as a BAN bill credit.
25. Complete the upgrade flow in ATLAS. General information can be found on Upgrade orders: Care > Equipment selection.

1. In DASH, select the rate plan. Click Add to cart.
2. Select device. Click Add with Trade-in.
3. From the Trade-in popup, enter the Trade-in Device Serial Number. (If Device details do not auto-populate, select the Make/Model/Memory/Color/Carrier from the drop-down menus.)
4. Click Submit. 
5. Answer the device condition questionnaire based on the customer responses.
6. Click the Cart icon in the upper right, and review selections in the Minicart.
7. Click Shopping Cart.
8. Click Trade-in from the Shopping Cart screen.
9. Click See Offers.
10. Review with customer the Trade-in FMV quote and available promotional offers.
11. Select a checkbox for the offer that the customer wants and click Add it.
12. Review trade-in details accuracy on the updated Shopping Cart screen.
13. Click edit if any modifications are needed for any trade-in information or device condition questions.
14. Click Checkout to continue completing checkout for the order.

1. In DASH, select the rate plan. Click Add to cart.
2. Select device. Click Add with Trade-in.
3. From the Trade-in popup, enter the Trade-in Device Serial Number. (If Device details do not auto-populate, select the Make/Model/Memory/Color/Carrier from the drop-down menus.)
4. Click Submit.
5. Answer the device condition questionnaire based on the customer responses.
6. Click the Cart icon in the upper right, and review selections in the Minicart.
7. Click Shopping Cart.
8. Click Trade-in from the Shopping Cart screen.
9. Click See Offers.
10. Review the Trade-in FMV quote and available promotional offers with the customer.
11. Select a checkbox for the offer that the customer wants and click Add it.
12. Review the trade-in details accuracy on the updated Shopping Cart screen.
13. Click edit if any modifications are needed for any trade-in information or device condition questions.
14. Click Checkout to continue completing checkout for the order.

Resource: Clips - DASH: Device Trade-in

1. From the Trade-in device screen in the ATLAS: Upgrade Dashboard, ask the customer if the device they want to trade in is one of the two most recently-used devices.
   • Yes: Select the appropriate device on the screen.
   • No: Select Other Device, manually enter the device IMEI, and click Validate. (If device details do not automatically populate after IMEI validation, select the Make, Model, Memory, Color, and Memory from the device drop downs, and click Select.)
2. Click Continue.
3. Ask the customer to verify the questions under trade-in device condition. See Device condition checks.
4. Submit customer answers and click Continue.
5. Review the estimated trade-in quote with the customer.
6. Click Accept if the customer wants to proceed with the trade-in or Decline if the customer does not.
7. Review the Customer advisement with the customer and click Continue.
8. Once all trade-in devices have been captured, proceed to the Equipment selection.

Follow these steps to trade in a device using Account Hub.

1. Log in to Account Hub.
2. Click Shop. 
3. Select the device.
4. The best promotion available displays. 
5. Click See Details for steps on how to get this promo.
6. Scroll down on the page and choose the SIM type (eSIM or physical SIM).
7. Select the desired rate plan. 
8. Click View plan details to see plan specfics. 
9. Select desired Device protection option. 
10. The Trade-in screen displays. 
11. Click See how trade-in works for trade-in specifics. 
12. When prompted if you'd like to trade-in a device, select Yes.
13. Select Add to cart & trade-in.
14. Enter the number of phones you are trading in (12 maximum).
15. Enter the IMEI for each phone.
16. Account Hub automatically displays the make and model each trade-in device.
17. Click Continue.
18. When the Device Condition screen displays, answer all four questions, then click Get estimated value.
19. The Estimated Trade-in Value screen displays.
20. Click How to return your old device for steps on how to send the trade-in device in. 
21. Click Review trade-in.
22. Click Confirm trade-in.
23. Click Go to cart.
24. Click the promo code to view its details. 
25. Under Trade-in Estimated Value, click View Details. 
26. Under Due Monthly, click View Breakdown > Done.
27. Click Check out now. 
28. Under Review Items, click View Details. 
29. Review the info on the Shipping screen.
30. Click the link under Estimated trade-in credit, then click Next. 
31. Under the AutoPay option, select No. 
32. Complete the Assign numbers section.
33. Verify the Trade-in Address, then click Next. 
34. Review the Terms & Conditions screen, then select the I agree to the Service Terms checkbox. 
35. Review the Electronic Consent screen, then select the I consent to the electronic records and signatures checkbox.
36. Review the e-Signature Terms & Conditions screen, then click I Consent. 
37. Review the EIP Disclosure screen, then click Sign and Agree.
38. Click Submit Order.

Use this process if your team utilizes ATLAS to upgrade business customers to complete a trade-in with an upgrade.

1. Check eligibility and provide all advisements.
2. Perform a device condition check.
   • Confirm the device will be eligible for the customer's trade-in credits and promotions.
   • Trade-ins with screen damage may receive a partial value. Some promotions allow damaged devices. See promo for details.
3. In ATLAS, click the Toolbox and select Upgrade Dashboard.
   • The dashboard displays all selected MSISDNs on the BAN in a single view, presented in ascending order by default.
   • Subscribers eligible for special device pricing promotions have a Line upgrade promotion indicator above the device make and model.
   • Each line item displays the subscriber name, mobile number, device make/model, IMEI, and eligible upgrade program.
   • You can filter results by MSISDN for faster access to the correct subscriber.
4. Verify and locate the mobile number on the account that the customers want to use for the upgrade.
   • You can filter results by MSISDN for faster access to the correct subscriber.
   • When upgrading multiple lines, only one upgrade program type is allowed per order.
5. If customer is not eligible for an upgrade, click the magenta arrow for details about open EIP. Upgrade programs that are not available are grayed out.
6. When starting the transaction, a "Send a one time PIN to confirm" notification pops up. 
7. Select YES on the Device Trade-In pop-up message.
8. Read the customer the Deferred trade-in Advisements.
9. Select Deferred Trade-in.
10. From the Trade-in device screen, ask the customer if the device they want to trade is one of the two most recently active devices.
    • Yes: Select the device listed on screen.
    • No: Select Other Device, manually enter the device IMEI, and click Validate. (If device details do not automatically populate after IMEI validation, select the Make, Model, Memory, Color, and Memory from the device drop downs, then click Select.)
11. Click Continue to move forward.
12. Ask the customer to verify the questions under trade-in device condition. See Device condition checks.
13. Submit the customer's answers, then click Continue.
14. Review the estimated trade-in quote with the customer, then click either:
    • Accept if the customer wants to proceed with the trade-in.
    • Decline if the customer does not.
15. Review advisement with customer, then click Continue.
16. Once all trade-in devices have been captured, proceed to the Equipment selection.
17. Enter the device IMEI for the trade-in, then select Check.
    • Dual SIM with eSIM devices, like the iPhone Xs, have two IMEIs; ensure IMEI1 is entered.
    • For Wi-Fi only tablets, older iPads, and Series 1 and 2 Apple Watches, enter the MAC ID.
    • If not T-Mobile TAC, select appropriate drop-down options, including: carrier, manufacturer, and model.
18. Complete the device condition questionnaire.
19. Advise customer the actual value of the device may be different than estimated if mailed to T-Mobile as a part of the order.
20. Click Get Quote to view the estimated device value.
21. On the Get Quote option in ATLAS, drag the quote to the Defer box if the offer is accepted.
    Note: If declined, drag the offer to the correct reason why.
22. Select Continue.
23. If applicable, select where the trade-in credit is applied during the upgrade flow.
    • FMV can be applied to either an active EIP or a BAN bill credit.
    • For device orders with promotion:
      • Educate customer the FMV will apply as a one-time credit towards either an active EIP or as a BAN bill credit and is deducted from the total promotion amount.
      • Remainder of promotion is fulfilled via monthly RDCs.
        Example: $800 off iPhone promo. Customer receives deferred trade-in credit or $225 applied as one-time bill credit. Remainder of promo is applied as RDCs ($800 - $225 = $575 in RDCs, across 24-month EIP = $23.95 RDC per month).
    • If there is no active EIP and device is not on promotion, the trade-in amount is automatically applied as a BAN bill credit.
    • Complete the upgrade flow in ATLAS. General information can be found on Upgrade orders: Care > Equipment selection.

Follow these steps to trade in a device using Salesforce.

1. Select the phones and desired plans with your customer.
2. In the Deal Packer Builder, click Add Trade-in button below the first device they are purchasing.
3. In the Add Device Trade-In popup screen, enter the number of trade-ins (up to 12) and device IMEIs.
4. Enter the IMEIs of any devices they want to trade in.
5. Customers can check their device IMEI in settings or by dialing *#06# from their handset.
6. Review promo details before presenting promos to ensure rate plan and trade-in device eligibility.
7. A customer's account is updated in real time after EIP payoff, allowing you to enter the order with trade.
8. Add each device and click Check Eligibility.
9. If a device is not eligible for trade-in, a Not Eligible or Not Found message displays. Reasons a device would be not eligible include:
   • Device with an open EIP
   • Device blocked due to lost or stolen
10. Click Remove to remove any devices that are not eligible.
11. If a device shows Not Found, and you want to add it, click Add to correct the IMEI.
12. Enter the correct info in the dropdowns and click Check Eligibility.
13. Verify the list of devices has not Not Eligible or Not Found messages.
14. Review the device condition check questions with customer for each trade-in device.
    • Have you disabled the Find My iPhone feature from your iPhone/iPad? (For customers trading in Apple devices only)
    • Does the device have an acceptable LCD and display?
    • Does the device have liquid damage (i.e., is the liquid damage indicator tripped or missing?)
    • Does the device power on?
15. When done, click Check Value.
16. Use the toggle switches to select which devices the customer wishes to trade in.
17. Click the Check Promos button to check for promos for the trade-in transaction against each device.
18. Checking for promos for their trade in transaction against each device.
19. View the line items in the cart for the trade in amounts, trade in device, and promos tied to their purchase device.
20. When the 'Your Order is Almost complete' message appears, click My Order to go to the checkout page. 
21. Customer gets quote, completes checkout order intake, and receives confirmation email.

Follow these steps to trade in a device using BOSS.

1. Click Create Order.
2. Select Fall Out Orders. 
3. Enter the dealer information.
   1. Click Dealer Code.
   2. Confirm the Order confirmation e-mail field.
   3. Click FIND.
   4. The customer’s info displays if found.
   5. Click NEXT.
4. Select desired package type and follow instructions to build the package.
   1. Under DEVICE, click SKU / Item Name.
   2. Select the device from the dropdown or enter the SKU.
   3. Once you enter the SKU, the device appears for you to select.
   4. Click the device when it appears.
   5. Click within the RATE PLAN field, then select the desired rate plan.
   6. Click within the ACCESSORIES field, then select the desired accessories.
   7. Click Trade-in Quote Id.
   8. Enter the Quote ID from SFDC. The Quote ID is located on the Corporate Order Form in the Quotation ID field.
      Note: When you copy and paste the Quotation ID into BOSS, it adds in two spaces. Those spaces must be removed before BOSS will accept the Quotation ID for the trade-in. There can be no spaces in the Quotation ID when you enter it in BOSS. 
   9. Click Search.
   10. Review the trade-in quote that displays, then click OK.
   11. Click FINISH PACKAGE ENTRY > VALIDATE > NEXT.
   12. Repeat these steps for additional packages if desired.
5. Follow instructions to assign area code or port-in.
6. Enter shipping information.
7. Select payment method and sign up for AutoPay (if desired).
8. Complete the PPU Address and 9-1-1 Address sections.
9. Click the checkbox to agree to the service terms.
10. The ORDER COSTS screen provides an order summary.
11. Customer receives an order confirmation email.

1. Log in to Account Hub.
2. Click Shop. 
3. Select an account. 
4. Click Order History.
5. Click the All Orders drop-down menu.
6. Click Trade-in orders.
7. Click Reorder Trade-in ship kit.
8. Review the information on the Shipping page and ensure it is correct.
9. Click Submit Order. 

Leverage the resources below to learn more about TFB trade-ins.

• Ensure trade-in information is on the POS receipt and the DRP agreement contains an RMA number.
  • If the above information is not available, it means the trade-in was not completed and it needs to be reprocessed.
  • If the info is available, the POS receipt shows where the credit was placed.
• Review the Start Your Device Trade-In  page to start the process for T-Mobile.com and Virtual Retail orders when customers do not have an RMA.

• Use Pending Transactions (in POS) when POS fails between the acceptance of a trade-in on Ingenico devices and POS tender out.
• Verify the following:
  1. The re-processed trade-in shows Quote for Device Already exists.
  2. No trade-in information shows on the POS receipt or there is no POS receipt.
  3. The DRP agreement has no RMA number or no DRP agreement is available.
• If the POS transaction was not completed, select Resume Pending Transaction in POS and complete the trade-in transaction and sale.
• If the POS transaction was completed but the trade-in does not show on the POS receipt, post void the original transaction and reprocess the sale and trade-in.