A trade-in is checked within 15 days of its opening; it is not necessarily checked at the same time as other trade-ins from the same package.
The different 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 checked in our warehouse: The item will be checked within a maximum of 15 days from the date the package was received in our warehouse. If this 15-day period is exceeded, you can contact us on the chatbot.
The item was checked in our warehouse but was found to be in poor condition: The customer will receive an email informing them that their item was checked but declared to be in poor condition. This email will state the reason for the refusal with a photo justifying this refusal.
If a trade-in has not been checked for more than 14 days after its arrival at the warehouse, please contact the Customer Success team with the following information:
Customer email
Return number
We will inquire with the warehouse to credit this trade-in as soon as possible. We will get back to you within 24 hours.