What Does "Same Day" Payment REALLY mean?
Though our competitors offer ‘same day’ payment, what this means is they will begin the payment process the same day, but it may not appear in your bank account for a further few days.
We uphold a dedication to our customers that we offer payment for your device the same day we receive it. However, there are a number of reasons why we may not be able to process your payment that same day. We have comprised this list below to help you send your device to us in the right condition, and/or offer some guidance if you haven’t received your payment the same day.
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Incorrect Condition (Most Common Reason)
If we receive a device sent to us in ‘Very good’ condition but after our assessment, it is only graded by us as ‘poor,’ we must then revise our price and send you this revised price.
We cannot process your device until this revised price is agreed by you. As a result, if you do not accept our revised price quickly, the payment is delayed.
Other ‘incorrect conditions‘ can include a phone labelled as ‘unlocked’; however, when we receive it is actually locked. All updates/revised prices will be sent to you via email and must be agreed, therefore we advise you keep an eye on your emails just incase.
Broken Device
When we receive phones marked as broken, we’ll assess and fix the identified issues. However, if we discover additional problems, we’ll need to send the device to another department for further evaluation and repair.
The same applies to phones that weren’t initially marked as broken but are found to have significant issues during our inspection. If we find that your device has enough issues to be considered broken, we’ll send it for further assessment as well.
In these cases, we’ll email you with an update and a revised price. You’ll need to confirm this before we proceed with payment. Please note that for situations like this, the entire process, including payment, may take up to 7 working days.
Failure to agree to the revised price may delay payments further. However, if you do not wish to accept the revised price, we will happily send your device back to you for free!
Incorrect Payment Details
Sometimes the bank/paypal/other payment details are incorrect and we must contact you for the correct details in order to process your payment.
In this case we will email you for clarification but as a result may delay your payment.
Accounts Left on the Device
Sometimes a device is sent to us that still has accounts on. We cannot process these devices until the accounts are taken off of the device.
In cases such as this we will email you to notify you and can not process the device or the payment until the accounts are gone which can only be done by whomever owned the phone prior to sending it in.
Blacklisted Device
Blacklisted devices are devices that have been reported as lost or stolen. We operate our recycling / Trade-in service in conjunction with the Home Office guidelines to reduce theft. If a device is blacklisted, we cannot return the device to you or pay you for it.
We can only return the device if you can remove the blacklisting – to do this you would need to speak to the mobile network on which the phone was purchased from. This needs to be done within 28 days, after which the phone will be disposed of in accordance with the guidelines.
For more, read our Terms and Conditions
Low Battery
It may sound silly, but in order for us to conduct all of our assessments, the phone needs to be able to turn on! If the phone does not have sufficient battery, we may have to charge it and this of course takes some time. As a result, it may delay how quickly we can complete our assessments and therefore delays the payment.
To avoid this we recommend charging the device to 100% switching it off and sending it to us immediately.
This does not apply to new devices.
Software Updates
Some devices may need a software update, which we must complete before assessing the device. This can take some time (especially for devices such as smart watches) and can delay our process and therefore your payment.
Some devices may auto-update once we turn them on, in which case we must wait which may delay further.
In these cases we will email you to notify you.
This does not apply to new devices.
Device Outside of UK/EU specification
Though we do accept devices outside of UK or EU specification, these devices are often bought at a lower price. Therefore, if a device is sent in to us not labelled as outside of UK/EU specification and we discover it to be, we will contact you with our revised price.
As mentioned above, we can only continue processing your device if you accept our offer, and therefore delays to confirm may result in delayed payments.
If you do not wish to accept our revised price we will happily send your device back to you for free.
If We Have Any Issues, We Will Contact You!
If we have any issues at all with the processing of your device and suspect delayed payment, we WILL contact you.
This includes unexpected issues/updates and revised pricing if your device does not match the specified condition it was sent in as. So please keep an eye on your emails to avoid further delay.
Ensure you check your junk and spam folder then mark any emails from us as safe as to not miss any important updates.
All orders are subject to our full terms and conditions, which can be found here.
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