Trade-in status not updated - 1 week since Samsung received my trade-in s23 ultra

[HellyR]

Hello. I bought an s25u using the trade-in program, where I sent in my s23u with the attached return label (which I found odd, but this were the instructions). I have this "trade-in status" link where I can see progress, however it has been stuck in Step 1 - Your Trade in is registered ever since. I checked the return's tracking and the phone was received by Samsung (Swedish branch, I sent from Denmark) over 1 week ago.

I did contact Samsung via the chat and I received a generic response that the volume of trade-ins was too big, but that my trade-in tracker would be updated. However, as mentioned, no updates yet.

I want to know what's going on here and what to expect. I really hope my old phone, which was quite expensive, didn't end up in Samsung's oblivion

[PJ_JP · Accepted solution]

I sent an email to Foxway, the company Samsung use for this trade-in service about one week after sending in my phone.
And after asking for my trade in -ID number I got a text that they were a bit backed up.
But just a day or so after I got an email saying my trade was OK for the full amount, the trade in page didn't change for another couple of days though.

[JakeSully]

A trade in process takes up to 60 days. If you read fine print it will mention this, so just wait and if you haven't heard anything after 60 days then you can contact them and ask.

It is because foxway has other phones before yours, so they have go through 1 phone at time in a queue. Also they have mostlikely phones from other brands too probably and not only samsung.

[HellyR]

could you post this email address so I can write too?

[HellyR]

I'm not concerned about the time they take to validate the trade-in, but rather the lack of update in the system. The "your trade-in is on the way" part should be automatically detected once the phone is handed over to a carrier.

[PJ_JP]

I sent my email to hello@foxway.com

Their website is www.foxway.com if you want more ways of contact

[JakeSully]

Sadly it isn't, since when it is handed over it is put into a queue directly so once a staff takes your phone that's when it will register as received and then under process I guess.