Device upgrade and trade-in

Customer

Chooses the device, answers the trade-in condition questions, signs the agreement on a secure screen, and ships or drops the old device.

Agent

Works the same record in the store or on a call and sends the link for the signature.

Device desk and the returns center

Receive and verify the trade-in; the desk decides disputes and mismatches in the Decision Desk.

Callvu

Prefills, checks eligibility, values, discloses and captures the agreement, chases and verifies the trade-in, routes and writes.

1. 1

   Prefill and check eligibility

   The line, the current device, its installment agreement and balance, the upgrade program's eligibility (the share paid, the time elapsed, the program's conditions), the plan's requirements and the credit standing are prefilled from the BSS; the eligible upgrade paths (an early upgrade with the balance treatment, a standard upgrade, a trade-in promotion) are computed by rule and shown with their consequences.

2. 2

   Value the trade-in and present the agreement

   The trade-in is valued from the old device's identifier and the customer's condition answers (the screen, the power, the water indicator, the activation lock removed) with the credit's terms (the amount, whether it is applied upfront or as monthly credits, the return window, the condition the device must arrive in and the reduced value or the reversal if it does not); the new device's installment agreement is presented with the TILA disclosures (the amount financed, the payment schedule, the finance charge where any, the total of payments, the late and prepayment terms) and signed on the customer's secure screen.

3. 3

   Chase and verify the trade-in

   The customer receives the shipping kit or the store drop instructions with the return window, is reminded on the schedule, and the device is tracked in transit; on receipt the returns center verifies the identifier against the one valued, checks the condition against the answers and the activation lock, and the credit is confirmed, reduced or reversed by rule with the customer told the result and the reason.

4. 4

   Decide and write back

   A value dispute, a condition mismatch the customer contests, a device received with a different identifier, or a device unreturned past the window goes to the device desk in the Decision Desk with the evidence and only the allowed outcomes (confirm the credit, reduce with the reason, reverse, or extend the window); the upgrade, the new agreement, the old balance treatment, the trade-in credit and the device changes are written to the BSS, the system of record, and billing, with the old device's line association ended and the new device activated.

Where it ends: The upgrade, the financing and the trade-in ran as one flow, the agreement was signed with its disclosures, the trade-in was chased and verified on its clock, and the BSS and billing hold the whole transaction with the credit as confirmed. The Decision Trace shows the eligibility, the valuation, the disclosures and any decision; the Audit Trace shows the signature, the shipment, the receipt and the writes with time.