Item Credit Timing
An item is typically inspected within 7 days of its arrival at our warehouse. In some cases, this may take up to 14 days if the item has stains or requires repairs. Our workshop conducts a second inspection after these operations to ensure the customer has the best chance of receiving their credit.
Tracking a Trade-in from the Back Office
You can track the progress of trade-ins directly from your Faume Back Office under the “Trade-ins” tab.
On this page, you can search for a customer’s trade-ins using their email address or the item reference.
By clicking the eye icon on the left of the trade-in line, you can view all details related to the processing of that specific trade-in: its status, the credit amount, and its stock validation.
It is also possible to download the trade-in form from the trade-in detail page.
Further down the trade-in detail page, there is a section comparing the form submitted by the customer (on the left) with the form validated by the workshop after inspection (on the right).
This comparison allows you to confirm whether the customer correctly filled out their form (reference, size, color, and condition) or if it was corrected by the workshop.
Below the comparison, you will find the reconditioning steps in the workshop, which provide additional information on the progress of the trade-in, especially in case of delays in crediting.
Once the item has been inspected and validated, the credit is added to the customer’s wallet.
You can view the inspection date from either the trade-in summary table or the trade-in detail page.
The credit transaction can also be seen in the customer wallet’s credit journal in the Faume Back Office, with each line indicating the reason for the credit and the associated trade-in.
Tracking a Trade-in from the Customer Account
From their second-hand account, customers can track their trade-in requests and their progress.
Trade-in statuses update in the customer account according to the processing stage:
Estimated = trade-in awaiting shipment (simulation state, removed if no activity occurs after 14 days)
Item received = trade-in opened in our workshop
Validated = trade-in inspected, credited, and validated as sellable on the second-hand site
Rejected = trade-in inspected, not credited, and set aside in the poor-condition stock
Depreciated = item declared as new inspected, credited with a depreciation, and validated as sellable on the second-hand site
Below is an overview of the Trade-in tab in a customer account, followed by the detail of a trade-in.
The item’s condition was downgraded, but the trade-in offer for the customer remained unchanged.
Below is an example of a rejected trade-in in the customer account:
The item is rejected at €0, and the customer can click the line to see the reason for rejection.
The detail page of a rejected trade-in shows the defects found with photos and explains the reason for rejection.
Below is an example of a depreciated new item trade-in: the validated amount has been lowered and credited to the customer’s wallet.
By clicking on the trade-in details, the customer can see more information about the depreciation.
Rejection or Depreciation of the Online Trade-in Offer
Credit is reduced only if the item is deemed in poor condition or if the item declared as new does not meet the “new” criteria: it must have the original paper tags and be free of defects.
In cases where an item is downgraded from excellent to a lower sellable condition (very good or good), the credited amount remains unchanged.
For example, a customer with an “excellent condition” offer of €100 will still receive €100 if their item is judged as “good condition.”
Since the condition estimation is subjective for these levels, this rule helps limit customer service cases.
For example, a skirt was judged in a lower condition by the workshop, but the initial trade-in offer for the customer remained €10.
Reasons a Customer May Not Have Been Credited
Item not sent – the item has not yet been received in our workshop; no opening date is listed on the trade-in file.
Item not yet inspected – the item will be inspected within 15 days (if detachment or minor repair is required) from its receipt in the workshop. If this 15-day period is exceeded, you can contact us via the chatbot.
Item inspected but in poor condition – the customer will receive an email stating that the item was inspected but deemed in poor condition. The email will explain the reason with a supporting photo.
Item declared as new inspected but judged differently – the analysis is factual: the item lacks original paper tags or shows signs of wear. The customer will receive an email informing them that the item was inspected and that the initial offer amount has been depreciated.