Managing buyback offers effectively requires a clear understanding of workflow stages. Below is a detailed explanation of the default workflow stages for both In-Store and Mail-In buybacks.
Note
While we offer a default workflow, you can customize workflow notifications to suit your specific needs.
In-Store Buyback Workflow Stages
1. Leads
Purpose: When a buyback offer is generated from the widget, it enters the Leads stage.
Subcategories:
Abandoned buyback: For offers where customers fail to proceed after generating an initial quote.
Cancelled: For offers explicitly cancelled by the customer.
Active leads: For offers where customers are actively engaging and plan to visit the store.
Next steps: Move the offer to Being Inspected when the customer arrives with their device.
Tip
Use clear notes to track customer visit schedules or follow-ups.
2. Being Inspected
Purpose: For offers undergoing inspection by your team.
Next steps: After the inspection is complete, determine the appropriate next step:
If the offer is ready for payment, move it to Payout Ready.
If the customer decides not to proceed, move the offer to Return.
Tip
Add internal notes to document inspection results for better traceability.
3. Payout Processing
Purpose: Reserved for offers where all devices have passed inspection and are ready for payout.
Next steps:
Once payment is made, move the offer to Completed.
If the customer decides not to accept the payout, move the offer to Return.
4. Return
Purpose: For offers where the customer has declined the buyback or requested their devices be returned after inspection.
Actions:
Generate return labels automatically based on your shipping integration or manually with Custom Returned Shipping Label.
Auto labels print only the shipping kit page 2 (customer address).
Manual labels can’t be printed, but appear in the customer portal.
If an error occurs, try generating manually.
Next steps: Once the devices have been returned to the customer, move the offer to Returned.
Note
If you’re returning multiple items, only the first item can be generated using the Status button. To create labels for the remaining items, use the three-dot menu in the offer section on the Offer Page.
5. Completed
Purpose: For offers where customers have accepted the payout, and the process is finalized.
6. Not as Described
Purpose: For offers where devices do not match the description.
Actions:
Edit the device details and generate a new quote.
The updated quote will be emailed to the customer.
Customer Response:
Accept: The offer moves automatically to Seller Accepted.
Decline: The offer moves to Returned.
Tip
Include clear notes about condition differences to avoid confusion.
7. Returned
Purpose: Reserved for offers where the devices have been returned to the customer. This stage finalizes the return process.
Mail-In Buyback Workflow Stages
1. Leads
Purpose: When a buyback offer is generated from the widget, it enters the Leads stage.
Subcategories:
Abandoned Buyback: For offers where customers fail to ship their devices.
Cancelled: For offers explicitly cancelled by the customer.
Active Leads: For offers where customers have shipped their devices.
Next Steps: Once a tracking number indicates the package is in transit, move the offer to In-Transit.
2. In-Transit
Purpose: For offers currently en route to your facility.
Next steps: Once the package arrives, verify its contents and move the offer to Being Inspected.
3. Being Inspected
Purpose: Reserved for offers currently undergoing inspection by your team.
Next steps:
If all devices pass inspection, move the offer to Payout Processing.
If devices are Not as Described, move the offer to the corresponding stage.
Tip
Keep inspection notes detailed to avoid unclear messages.
4. On Hold
Purpose: For offers paused for various reasons.
Subcategories:
General hold: For general delays or issues requiring resolution.
Activation lock hold: For devices awaiting activation lock removal.
Return: For offers pending the return of devices to the customer.
Action:
Generate return labels automatically via your shipping integration or manually with Custom Returned Shipping Label.
Auto labels print only the shipping kit page 2 (customer address).
Manual labels can’t be printed, but appear in the customer portal.
If an error occurs, try generating manually.
5. Payout Processing
Purpose: For offers where payout is being processed.
Next steps: Once payment is made, move the offer to Completed.
6. Completed
Purpose: For offers where customers have been paid and the process is finalized.
7. Not as Described
Purpose: For offers where devices do not match the original description.
Subcategories:
Revised Offer: A new quote is generated and emailed to the customer.
Seller Accepted: For offers where the customer accepts the revised quote.
Next Steps:
If the revised offer is accepted, move the offer to Seller Accepted.
If declined, move the offer to Returned.
Tip
Keep your communication templates clear and concise.
8. Returned
Purpose: Reserved for offers declined by the customer where devices need to be shipped back.
Key Benefits of Defined Workflow Stages
Streamlined Operations: Clear stages reduce confusion and improve efficiency.
Customer Transparency: Each stage ensures customers are updated throughout the process.
Improved Accuracy: Specific actions tied to each stage minimize errors.
By following these workflow stages, your team can handle In-Store and Mail-In buybacks more effectively, ensuring a smooth experience for both your staff and customers.