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leecdylan's profile

New Member


1 Message

Tuesday, March 21st, 2023 1:15 AM

Sent Trade In With Wrong Packaging


I recently joined AT&T wirless and as part of that, took advantage of a trade in offer to upgrade my phone. When my new phone arrived, there was a return kit included with it. I assumed that was for my trade in and packaged/sent my old phone.

However, today I recieved a specified trade in kit and noticed it goes to a different address. Am I out of luck given that my old phone cannot be sent back?! I just want to see what will happen to my old phone, as it was sent to a return AT&T address.

I'm really hoping I'm not out of my trade in credit now!

Community Support


232.2K Messages

1 year ago

We're here to help clear up what's going on with your trade-in, @leecdylan.


The package that comes with your device isn't the box or label used to trade in the device, it's the kit used to return your new phone.


As mentioned in the Things Not To Do, Shipping & Important FAQs section of our How to return your trade-in page, using the return equipment may send your device to the wrong place. We recommend tracking your trade-in device to keep an eye on its status. 


Please let us know if you have any other questions regarding your trade-in.

Dylan, AT&T Community Specialist

ACE - Expert


14.3K Messages

1 year ago

No, you're not out of luck. Keep the tracking information and file a BBB complaint. AT&T will respond and they should be able to see what happened, verify you returned the phone somewhere and get the credits applied appropriately. 

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