A trade-in is checked within 15 days of opening. It is not necessarily checked at the same time as other trade-ins in the same parcel.
The various reasons why a customer may not have been credited are as follows:
The item has not been received: the customer did not send the item, or the package was lost by the carrier.
The item has not yet been inspected in our workshop: The item will be inspected a maximum of 15 days after the date of receipt of the parcel in our workshop. If this 15-day period is exceeded, you can contact us via the chatbot.
The item has been inspected in our workshop but is in poor condition: The customer will receive an e-mail informing him/her that the item has been inspected but declared to be in poor condition. This e-mail will indicate the reason for the refusal, with a photo to justify it.
If a trade-in has not been checked for more than 15 days following its arrival at the warehouse. Please contact the Customer Success team with the following information:
Customer e-mail
Trade-in number
We will contact the warehouse to ensure that the trade-in is credited as soon as possible. We will get back to you within 24 hours.