Promo trade-in shipping label

[FSTalf]

I recently placed an order for the iPhone 16 promo with trade-in. After placing the order, I received an email with the return shipping label. The link in the email does not work, and the trade-in can't be found. I had some issues ordering this promo online (the credit wasn't showing up). I chatted with a representative and they sent me a link to order from to get the monthly credit for trade-in. Trade-in was confirmed, is on my order receipt, and trade-in agreement signed. The original next bill estimate (when I placed the order) shows the credit for the trade-in, but when I look up my next bill estimate today, the credit is not there and there is no indication of the trade-in initiated!

[vzw_customer_support]

Hey there, FSTalf, glad to hear you were able to get yourself a new iPhone! We know it's important to be able to take advantage of the trade-in offer. To make sure we're on the same page, were you sent an email with confirmation for the trade-in? When did you order the iPhone 16? Are you already seeing charges for the phone on your bill?

-Lauren

[FSTalf]

Hi- yes, I did receive an email with confirmation of trade-in. The email has  trade-in details (submission number, iPhone trade-in with SMEI and est. for credit/mo) stating that the trade-in was initiated. Also in that email is a link for a shipping label that does not work. When I click on the link, it asks for the submission ID. When I enter it, the trade-in does not show up. In searching through my account, I found the order and trade-in under "service central". It states that the trade-in is in progress.

[vzw_customer_support]

Thank you for that information. Are you a Business or Postpaid customer?

-Cryssie

[FSTalf]

Looks like we are postpaid. Our bill for April 7- May 6 was due on May 29.

[FSTalf]

I have found the credit on my upcoming bill. It is listed under one-time charges and credits (instead of the monthly charges and credits). It is labeled 1 of 36. That eases my tensions regarding the bill, but I am still bewildered by the shipping label...

[SynthpopAddict]

Apologies in advance if this is a stupid question, but did you get a working shipping label to ship the trade-in?  If you haven't sent the old phone to Verizon because you don't have a working shipping label, either someone needs to generate a new one for you, or check your My Verizon account under the promotions or orders to see if you can print a shipping label yourself.  From what you're describing, someone applied a one-time credit for your trade-in which is in progress.

[FSTalf]

Thanks for your insight. I have requested a new label numerous times as I can't get access to my label. I've tried the link sent via email and orders in my account. Not there. I"m not sure why Verizon can't just send me a label? I am private messaging with them now. Hopefully we can figure it out!

[SynthpopAddict]

You're welcome.  That's too bad the link hasn't been working...are you using a mobile device or a computer to access the email?  May want to try a computer, as PC versions of websites are a little different than mobile versions and could be a possible conflict with getting the email link to work if you're trying from your phone.  I don't know why it's difficult for a Verizon rep to send out a new label either, but I've read of numerous instances in which someone had a lot of trouble getting a label sent to them...don't know why they can't provide a shipping address at least, and then you could take it to a UPS store or FedEx store to get it taken care of.

[FSTalf]

Yep, I've been checking it on my computer.

The problem I see with using a shipping address is that, per the trade-in terms and conditions, you have to use the Verizon-provided label.

[FSTalf]

This saga still continues over a month later and chats with many agents.

received label (but had to go into the store), shipped and received from Verizon.

Spoke to an agent two days ago to check status of trade-in. They assured the trade-in would be assessed soon and was in talks with the back office. Offered my a one-time credit while I waited for the assessment. (This took 4-5 hours on chat).

Email received yesterday stating that trade-in assessed was $0 due to no qualifying promotion found.

I wouldn't have traded it in if there wasn't a promotion.!

[vzw_customer_support]

I certainly understand your concern about the trade in and the promotion not being found. I would like to assist and look into the trade-in and get this corrected. A private note has been sent so we can discuss. 

-Bryan

[SynthpopAddict]

Wow!  That's horrible.  I don't know if your promotion is the one currently being shown on the website for the iPhone 16 Pro?  The fine print on that one says it has to be a new line and you have to use Unlimited Ultimate.

[FSTalf]

I'm happy to say that this issue has finally been resolved. Promotion credits have been added to my account after a brief conversation with a Verizon rep through private message.

It helps to keep all fine print that comes with a promotion and keep records of everything!

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the issue of the missing trade-in promotion was resolved. For anyone facing a similar issue now, we recommend contacting us directly. Since this type of issue is account specific, we will need to continue in Private Message to fully resolve the concern.