What to do if a customer asks for an upgrade of their device/ configuration?
If customer asks for an upgrade or a different device configuration such as memory size, color, different model etc., please ask the customer to cancel/return the device and tell them to place a new order. You can send customer a direct link to your product offer on the refurbed´s website, if you offer this device configuration via refurbed. Please note, that it is prohibited to offer alternative solution via separate payment method or to send an offer for devices which are sold outside of refurbed platform.
What to do if customer asks for trade-in service for devices, which are currently not included in trade-in portfolio of refurbed?
Sadly, you are not allowed to offer customer your own trade-in services even for devices which are not currently accepted in refurbed´s trade it program. Offering products would create operational confusion and potential mix-ups along the road.