A trade-in is devalued when the declared condition differs from the actual condition observed. You can review the trade-in sheet where you can see the different steps of the item's reconditioning. If the item has been stained or repaired, this explains its devaluation.
⚠️ Only items declared as “new condition” by the customer can be devalued, as there is no middle ground: an item cannot be in new condition without a tag or if it is stained, damaged, etc.
If the customer disputes the devaluation despite this information, you have several options:
Explain the quality process to the customer and keep the credit as is
Credit the customer the difference in the credit offer from the customer's wallet on the Faume back office 👉 Full procedure here
Return the item to the customer