2 Messages
how to identify which box to use when shipping phone to be traded in
I just purchased 4 new iphones with ATT and am trading in my family's 4 old iphones. I've received the 4 shipping boxes to send the phones back to ATT but don't know which box to put which phone in. The return labels each have an "item number" and an "invoice ID", and the "invoice ID" corresponds to the "trade-in confirmation number" that I received in the emails that ATT sent me with instructions on sending the phones back, but there is nothing in the email or in the shipping box or return mailing label that identifies which phone I should put in each box. I know the IMEI numbers for each iphone but they don't correspond to the item number or invoice ID.
I hope someone can help.
Accepted Solution
ATTHelp
Community Support
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232.9K Messages
4 months ago
Hi @wdshelly, thank you for reaching out to us. We understand your concern here. We will definitely help you with this. After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support. To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.
Thank you,
Rosy, AT&T Community Specialist.
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wdshelly
2 Messages
4 months ago
I called ATT and they were able to look up the "item number" that was on the shipping label and tell me what phone number was associated with it, so I then knew what phone to put in which box. The crazy thing is that ATT said that none of the info given me in either the email or the shipping labels could tell me which was which, so the customer must call to get this info. This obviously must often cause problems for customers who are families trading in multiple phones at once, so is something that they really should resolve.
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Fl_retire
ACE - Professor
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3.1K Messages
4 months ago
If you ship the phones back via the USPS make sure you turn them in at the counter and keep the receipts. Do not place them in a mailbox. If turning in to an AT&T store make sure you it is a corp store not an Authorized Retailer and again get receipts.
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