An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
vzw_customer_support
Customer Service Rep
‎11-11-2021 09:11 AM

After reopening the previous ticket, our IT team has informed me that they have removed this device again.  Please notify us if this issue still occurs.  Thank you.-Sean

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
mdbpitchick
Enthusiast - Level 2
‎11-11-2021 09:25 AM

I still am not able to select my device to trade-in on a new order. It still shows my previous trade-in as active. 

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
mdbpitchick
Enthusiast - Level 2
‎11-12-2021 07:59 AM

I just wanted to let you know that I've tried again this morning, and I am still having the same issue. The trade-in submission still shows that the trade-in has been "initiated" and not "canceled". When I try to complete a new order, the device is not listed as one that is available to trade-in. I've had several people try to cancel this before now, assuring me that it has been canceled, only to find out that it still has not. 

Here is what I think has happened. When I canceled my order, the trade-in did not cancel with it. Somehow this trade-in is still tied to that order, and there is something technical in the coding that is preventing the trade-in from being canceled because it is still tied to the order and the order is already canceled. I believe this is going to take someone very skilled in IT to fix the coding in the background.

Regardless, I am still unable to complete a new order with this device selected as my trade-in. Help is still needed.

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
vzw_customer_support
Customer Service Rep
‎11-12-2021 08:12 AM

We have not given up, mdbpitchick. We appreciate your efforts and we are here to help. By chance, do you happy to have screenshots of the error messages you're receiving?  -Lorenzo

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
mdbpitchick
Enthusiast - Level 2
‎11-12-2021 08:27 AM

Yes. I've attached 2 screenshots. The first one is of the submission ID for the trade-in that shows it was initiated on September 25. There is also a button that says "Cancel Trade-In" that does not work. This was the first thing that I tried to do before contacting the first time back at the beginning of October, and I get an error that says "Locked Location-Order-Device combination not found".  I've included that on the screenshot as well.

The second screenshot is the page that shows what it looks like when I try to confirm my trade-in eligibility after selecting a new phone to purchase. The device I want to trade in is an iPhone XR. That device is not listed as eligible for trade in. 

mdbpitchick_1-1636734010187.png

 

mdbpitchick_0-1636734557096.png

 

 

 

 

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
vzw_customer_support
Customer Service Rep
‎11-12-2021 08:32 AM

We are experiencing increased volumes. Please allow us a moment and we will be with you shortly! Do not respond as this may cause delays with receiving a return message. One moment.-Lorenzo

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
vzw_customer_support
Customer Service Rep
‎11-12-2021 09:01 AM

These screenshots help. I want to ensure that we don't overlook any options to turn this around. Since you are receiving the error message, have you tried using a different device or web browser to submit the trade-in?  Have you also tried to clear the cookies and cache of your web browser?  -Lorenzo

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
mdbpitchick
Enthusiast - Level 2
‎11-12-2021 09:16 AM

Yes, I've tried doing this on three different devices multiple times since October 2nd. My cache/cookies has also been cleared several times. I do not believe that is the issue.

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
vzw_customer_support
Customer Service Rep
‎11-13-2021 09:31 AM

Let's take a closer look into this with you, please send us a Private Note. *Gen

0 Likes
An Accepted Solution is available for this post.
Re: Impossible to Cancel Trade-In
THAiLU71
Newbie
‎11-13-2021 02:14 PM

We should bring this out more to public, so everyone is aware of these lies

0 Likes