System Issues: Trade-In Tool

Learn more about current, recently resolved, and planned maintenance for Trade-In Tool. For additional issues not listed here, see Frontline System Issues.

Important reminders about trade-in return kits

  • Trade-in return kits will NOT be available if:
    • The customer’s new order has not yet shipped
    • Customer has recently ordered a trade-in kit which has not been delivered
    • Customer has already ordered 3 replacement ship kits
    • RMA has expired
    • Trade-in was instant
    • Trade-in was already turned in at a store
    • There is no trade-in offer associated to the order.
  • For single device orders, the trade-in return kits will arrive packaged with the new device order.
  • For orders of two or more, the trade-in return kits are shipped separately to the customer and appear as a “related order” within Order Look-up.
  • Trade-in shipping labels will NOT be available until after the new order or return ship kit has shipped.

Description

As part of the trade-in process, customers may be given the option to have their trade-in device returned to them when the condition of the device fails to meet the conditions set at the time the trade-in offer was created. Due to an isolated issue, some trade-in returns cannot be returned back to the customer. Customers may call asking for an update on the status of their return.

Workaround

  • Apologize for the inconvenience. 
  • Search the trade-in IMEI in the Device Return Status tool to confirm there are no recent shipment events. 
  • Team Leaders: Offer a one-time credit for estimated value of the trade-in device by completing the following steps: 
    • Use the Atlas Trade-in Estimate Tool to confirm the value of the device. 
    • Apply a BAN credit for the trade-in value using the DRPADJ credit code.

Additional Information: Related Link: Trade-in & EIP credit issues

Ticket: INC125959324

Description

29k Orders with trade-in created since 8/3 have not included a return shipping label for the trade-in return. Impacted customers also have no shipping label in their T-Life or in Order Look-up to reprint. 

Action Steps

  • Apologize for the issue. 
  • Direct the customer to closest Retail store to complete the trade-in in-store. 
    • Important: JUMP and Yearly Upgrade trade-in returns cannot be returned in-store at this time.   
  • For customers that cannot get to the store, follow the Shipping Label Escalation process. Leaders can use the SLE Tool to generate a new return label for the customer. 
    • Pro Tip: Always document the new tracking number from the SLE Tool in the account memos to assist with return research should they be required. 

Description

Frontline Teams may intermittently see an "Active/Pending claim error" for customer trade-ins and upgrades after the customer has recently completed an in-store / walk-in repair at an Assurant-authorized store. This prevents the transaction from continuing on the recently repaired device.

Workaround

For eligible claims, Assurant has a process in-place to resolve these on a case-by-case basis.

Customers can contact Assurant and state they've recently completed an in-store / walk-in repair claim at an Assurant-authorized store, and have Assurant refer to their procedures of handling the claim to allow T-Mobile to process the trade-in / upgrade on that repaired device. 

Note: These claims will automatically be closed out within a 7 - 14 day window after the repair has been completed.

Description

Packing labels for some Warranty Exchanges or Trade-Ins may not have been available for reprint or to resend to customers.

Notes

As of October 31st, a permanent fix has been implemented to resolve the issue where the labels were unavailble for reprint.

Issue Resolved: 10/31/2025

Description

Retail Teams  were encountering the error "“Pivot is no longer available" during trade-in transactions on REMOs.

Notes

This issue has been resolved. If issues persist, ensure the latest version of PIVOT (Version 3.21.141) is installed by checking the Self Service app on the REMO. Reinstall the application if needed.

Impacted Systems

  • Tapestry
  • Trade-In Tool

Issue Began: 9/7/2025 8:06am PT

Issue Resolved: 9/7/2025 12:30pm PT

Ticket: INC119225681