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Concerned_Customer334's profile

New Member


2 Messages

Saturday, June 24th, 2023 11:00 PM

Used Wrong Label for Trade


I paid off my iPhone 12 and used it for a trade in for the iPhone 14. The iPhone 14 came with a return package for the old phone, and we had some personal stuff come up so we were getting close to the 30 day return window when we got it packed up and ready to go. We called and spoke to a store associate to confirm we still had time and how to mail it out, they said to use the label that came with the new phone to send the old one back. We did exactly as she said and mailed it over a little week ago. We don't have a receipt for tracking but are working with our post office to retrieve it. I checked the status update and noticed it doesn't even show as in transit, so I started searching here and saw several people post similar issues. And one that mentions your not supposed to use the label that comes with the new phone as it's for "buyers remorse" on the new phone. But this is the label the store associate told us to use. What do we do now? We've sent a phone in and planned on receiving the $1000 promo, if we're screwed I don't want this phone and would rather switch providers. Is there anything that can be done? 

Accepted Solution

Official Solution

Community Support


232.1K Messages

11 months ago

Hello Concerned_Customer334, we understand the importance of making sure your trade-in is sent to the right location. We're here to help get you pointed in the right direction. 


You'll need two things:


1. Tracking number for the return shipping label you used 

2. The trade-in phones IMEI number


We recommend you contact the trade in support team in regard to the address you sent the trade-in. They will be able to assist in locating the devices, and having them sent to the correct address.


You can also stay updated on the status of your trade in by following the steps below:

  1. Go to My orders.
  2. Do one of the following to see your recent orders:

    • Search for your order.
    • Sign in to myAT&T.
  3. Find the order you want to check. If you want to track your trade-in return, select See return status.

Let us know if this helps. Reach back out to us if you have any other questions.


Jeff, AT&T Community Specialist

ACE - Sage


117.6K Messages

11 months ago

You're going to have to call AT&T and tell them that you sent it in with the RMA label rather than with the trade-in label.  They will have to locate your package and redirect it to Tennessee. This means it's going to take a lot more time than the three bills cycles expected.

FYI you should always take your package to the post office, hand it over the counter, and get a receipt that has the tracking number on it. Save that information. The tracking number works on the USPS website and newgistics website.

If you use an RMA label, return merchandise authorization, your phone went back to AT&T.

Phones that are 100% paid off and submitted for the trade-in promotion Do not go to AT&T They go to Hyla Mobile in Tennessee.

New Member


2 Messages

11 months ago

Okay, do you know if we would contact the trade in dept or the billing? We're fine if it takes more than a few billing cycles as long as it ultimately shows up. So if we call they might be able to reroute it to the correct place? 

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