Tutor
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4 Messages
How do I return my phone to Asurion?
I need to return my damaged phone to Asurion but I don't know how to return it? I looked at videos on YouTube saying that they got envelopes to return in but I never got that? Do I just return it in the box I got it from? and where do I put it to get it returned? I don't want to be charged $ for not returning it
Accepted Solution
Official Solution
ATTHelpForums
Community Support
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2.7K Messages
11 months ago
Hi all,
We have noticed customers are wondering how to return a damaged device. The first thing you need to know, you'll "return your damaged or defective device using the prepaid shipping label provided with the replacement device."
As mentioned by our ACES, take pictures of the packaging and keep a copy of your tracking number.
If you have more questions, you can visit https://www.asurion.com.
ChrisZ, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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105.5K Messages
6 years ago
Contact Asurion directly. GET AND Save your tracking slip.
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Gary L
ACE - Expert
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16.1K Messages
6 years ago
@runnerforlife99 To be clear: When you mail it, take it in the building and get a printed receipt (don't lose it, I take a photo even before leaving the Post Office).
Take a few pictures of how you wrapped it and protected it nicely before you seal up the box, so if it's damaged in shipping it's clearly not your fault...
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runnerforlife99
Tutor
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4 Messages
6 years ago
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Gary L
ACE - Expert
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16.1K Messages
6 years ago
You're responsible for shipping that phone back damage free, if you don't like that box then use a different one and protect the heck out of it.
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RPassa2
New Member
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1 Message
4 months ago
I returned my device to Asurion, yet received an email from AT&T saying that the phone was not received and was charged a fee of $125.00 for non-return. How do you suggest I get this resolved and get my money back?
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ATTHelp
Community Support
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210.6K Messages
4 months ago
We are here to help you with your non-return fee, @RPassa2.
If you returned your device to Asurion via mail and got a non-return device fee on your account, that means we did not receive the device. It is possible it got lost in transit.
Do you have the tracking number to the device that was sent it? This information will help us with our next steps.
We look forward to your response to help get this resolved.
Clarissa, AT&T Community Specialist
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dwatwood
New Member
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1 Message
21 days ago
Do I have to return my broke device package in the USPS store or can I just put it in the mail to be picked up? I was curious because it already has the label and I will take pictures of the package contents, package, and tracking number.
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