Trading in your phone with The Big Phone Store is simple, but we understand policies can be confusing. If you’re unsure what “proof of ownership” means, or what happens if a device is flagged as lost or stolen, you’re not alone.
This guide turns our fraud prevention and device ownership policy into plain English. You’ll know exactly what we check, why we check it, and how to make sure your trade-in sails through. As one of the UK’s leading refurbished phone specialists, The Big Phone Store keeps things safe for you, other customers, and our partners.
Start your trade-in here.
Fraud Prevention and Device Ownership Policy (Trade-Ins) Explained:
1. Purpose
We use this policy to stop devices entering our system when they shouldn’t. That includes:
- Stolen devices
- Contract-bound devices (still owned by a network or financier)
- Insurance replacement devices
- Devices with outstanding bills
- Blocked, barred, or blacklisted phones
Why? If a device is tied to someone else or a debt, it can be blocked later. This protects sellers, buyers, and the industry.
2. Ownership and Legal Title
By sending a device to us, you confirm:
- You legally own it and can sell it.
- It isn’t on finance, lease, or a network contract that prohibits sale.
- It hasn’t been reported lost or stolen and isn’t the subject of an insurance claim.
If we discover otherwise, we may:
- Hand the device to the lawful owner, network, finance company, or police.
- Withhold payment or recover a payment already made.
- Report the incident as suspected fraud.
- Where there’s strong evidence, start court proceedings to recover our losses and enforcement costs.
Tip: If you’re not sure about contract or finance status, check with your network or finance provider first.
3. Proof of Identity and Ownership Verification
For certain devices—especially high-value, sealed/boxed, and newly released models—we may ask for:
- Photo ID (driving licence or passport)
- Proof of address (recent utility bill or bank statement)
- Proof of purchase/upgrade (receipt, invoice, or upgrade confirmation)
- Evidence of contractual ownership or your upgrade status
If you can’t provide this: processing may be delayed, the device may be returned, or the order may be referred for fraud review.
Quick prep checklist:
- Have ID and address documents handy.
- Keep your original receipt or network upgrade confirmation.
- If it’s a gift or second-hand, ask the original owner for documentation.
4. Automated Fraud Screening
We run transactions through automated fraud detection. These systems can:
- Pause processing for manual checks
- Trigger ID verification
- Block payment if the device or sender seems high-risk
We are not required to disclose specific reasons for refusals, delays, or cancellations when fraud risk is suspected or our risk models raise alerts.
Most orders do pass through smoothly. These extra checks are to help keep everyone safe.
5. Data Sharing in Fraud Cases
If we identify, suspect, or confirm a fraudulent submission, we may share relevant device and sender details with:
- Action Fraud, police, insurers, and mobile networks
- Payment processors, banks, and courts
- Other trade-in and resale businesses via industry anti-fraud databases
Outcome: This can affect your ability to sell devices to multiple vendors in the UK trade-in sector.
6. IMEI Reporting
If a device is confirmed or reasonably suspected to be:
- Stolen
- Part of a fraudulent trade-in
- Owned contractually by a network provider
- Tied to an unpaid bill or claim
…we reserve the right to report the IMEI to GSMA/CEIR. This can lead to global blocking, often permanent.
What this means for you: A blocked phone won’t work on networks. We cannot return or pay out on such devices.
7. Legal Action and Civil Recovery
When evidence supports fraud or false representation, we may take legal steps to recover:
- Financial losses (including any payout we made in error)
- Costs of returned or blocked devices
- Reporting fees, legal, and operational costs
Plain English: If fraud causes us loss, we can and will seek to recover it.
8. Acceptance
By sending a device to us through our trade-in process, you accept this policy.
If your device is yours, clear of finance, not reported lost or stolen, and you respond quickly to any ID requests, your payment will be fast and straightforward.
Need a hand?
- Remove account locks before posting (Find My iPhone/Activation Lock, Google FRP, Samsung account).
- Back up & factory reset your data.
Keep exploring
- Trade in my device.
- Browse our refurbished phones.
If you’re still unsure, contact The Big Phone Store team—we’re friendly experts ready to help.
Frequently Asked Questions (FAQ's):
Usually no. If your agreement says the device remains the lender’s or network’s property until fully paid, we can’t buy it. Settle the balance or get written confirmation of eligibility before sending.
Contact your network or insurer to remove the flag. Once the IMEI is cleared and shows as clean, we can proceed.
High-value, sealed/boxed, or newly released devices trigger extra checks to confirm you’re the lawful owner. Acceptable ID includes a passport or driving licence; proof of address includes a recent utility bill or bank statement.
Yes. We’ll assess other evidence (e.g., upgrade confirmation or contractual ownership). If ownership can’t be verified, we can’t buy the device.
Only if you are the lawful owner or have clear, verifiable proof that you’re authorised to sell (for example, the original purchaser provides documentation). We may still need ID checks.
Not always. Automated anti-fraud systems may pause, refuse, or cancel orders. We’re not required to disclose specific risk signals when fraud is suspected.
The IMEI is your phone’s unique 15-digit ID. We use it to check if a device is clean.
Quick method (most phones): Dial
*#06#to show IMEI(s).iPhone: Settings → General → About → IMEI. Or check the box label, SIM tray (some models), or your device list at appleid.apple.com.
Samsung (Galaxy): Settings → About phone → IMEI. Or check the box label, SIM tray/back label (older models), or your device list at account.samsung.com.
Dual-SIM: You may see IMEI1 and IMEI2. Use IMEI1 unless we ask for both.
We may withhold or recover payment, and we may surrender the device to the lawful owner, network, finance company, or law enforcement. You’ll be notified of next steps where appropriate.
No. If a device is reported stolen, blacklisted, or contractually owned by a third party, we may be required to hold or surrender it and cannot pay out.
GSMA/CEIR is the industry “blacklist” for phones. When a device’s IMEI is reported lost, stolen, or tied to fraud/unpaid bills, networks add it to this shared database.
Effect: The phone stops working on most UK networks (and often worldwide).
Who can remove it: Only the network/insurer that placed the block. We can’t override it.
How long it lasts: Often permanent unless the original issue is resolved.
What to do: Contact your network/insurer to clear the IMEI before sending your trade-in.
Only by the party that raised it (e.g., the network or insurer) if the underlying issue is resolved. Some blocks can become permanent.
Yes, once the restriction is fully lifted and confirmed by our checks. If it remains restricted, we can’t complete the purchase.
Most orders clear quickly. Delays usually happen when ID is missing, IMEI is flagged, the device is still under finance, or ownership evidence is unclear.
If fraud is suspected or confirmed, we may share relevant sender, device, and transaction data with Action Fraud, police, insurers, networks, payment processors, banks, courts, and vetted industry databases—strictly for prevention, detection, and enforcement.
Yes. Provide any new documentation (finance settlement letter, unblocking confirmation, proof of purchase). We’ll review promptly. If third-party checks still show risk, we may not be able to proceed.
We may seek civil recovery for losses (including erroneous payouts), costs of returned/blocked devices, and reporting/legal/operational fees. We may also report the matter to law enforcement.
