What's new
When you send a second offer on a Trade-in order, you now need to explain why the offer changed. You can also attach photos or diagnostic files that support your assessment.
The customer receives this information directly. A clear explanation and good evidence help them understand the new price. That leads to fewer disputes and a higher acceptance rate for your second offers.
Where and when it's available
- Markets: Germany (DE) only for now.
- Channel: The Seller interface only. The feature isn't yet available through the API, so sellers who send second offers through an API integration can't use it yet.
We plan to expand to the API and to more countries (see "What's next" below).
What you need to provide
| Field | Required? | Details |
|---|---|---|
| Reason | Yes | Describe what the inspection found and why the price changed. Maximum 500 characters. |
| Photos & documents | Optional, but strongly recommended | Add photos of the item's condition or diagnostic reports. JPG, PNG or PDF, maximum 6 files. |
| Second offer device | Yes | Select the product, grade and storage that match the device you actually received. |
How to send a second offer with a reason
- Go to Trade-in Orders and open the order.
- Set the State to Second offer.
- In Second offer details, write the Reason in the customer's language (see the language note below).
- Optional: upload photos or diagnostic files under Photos & documents. You can drag and drop them or click to upload.
- Under Item information, select the device for your second offer: product name, grade and storage. The customer's claimed values are shown for reference.
- Review everything and send the offer.
You can't send the second offer until the Reason field is filled in.
Important: write the reason in German
For now, this feature is available only for customers in Germany. Your text goes directly to the customer, so write the reason in German. Automatic translation is planned but isn't available yet.
Tips for a good reason:
- Be specific. Say what you found, for example "Display shows a deep scratch across the top-left corner, which corresponds to grade C".
- Explain how it affects the price, so the customer can see why the offer changed.
- Keep it factual and polite.
- Attach photos that show the issue.
Viewing the information later
The reason and files you submitted stay saved on the order. You can open the order in the Seller interface to review them.
What's next
We're planning to extend this feature to:
- The external API, so sellers working with API integrations can send the reason and files programmatically
- More countries, with automatic translation of your reason
- Orders rejected by the seller, using the same reason and documentation process
If you use an API integration, we'll share documentation and timelines with you before the change reaches your market. We'll also update this article as each step goes live.