Managing Mail-In buyback offers efficiently is crucial for a seamless customer experience. With a structured workflow, you can track every step, ensuring accuracy and transparency. This guide walks you through the process of handling Mail-In buyback offers, understanding workflow stages, and managing offers within your portal.
Note
There are eight default workflow stages for Mail-In buyback offers. We recommend reviewing these stages and how the process works.
Purpose
The Mail-In Tab allows you to track and manage all ongoing mail-in offers, while the Offer Details Page gives you complete visibility and control over each individual offer. With them, streamline your entire offer lifecycle from new lead to final payout.
Key Features
Mail-In Tab
Categorizes offers by workflow stages: Pending, Received, Reviewed, etc.
Supports new lead statuses: Abandoned, Cancelled, and Expired
Identifies On-Hold offers (General Hold or Activation Lock)
Displays acceptance method: Accepted by Seller, On Behalf, or Auto-Accepted
Powerful filters: courier, item condition, payout method, and more
Export offers to CSV, XLS, or XLSX
Customize visible columns
Direct link to Offer Details for quick action
Offer Details Page
Update offer status instantly via dropdown
Regenerate or add shipping labels with custom tracking
Create multiple shipping labels
Edit customer contact info and payout settings
Add, edit, or remove items (including custom ones)
Update IMEI/Serial Number (optional)
View and manage PhoneCheck data if enabled
Upload images and add internal or customer-facing notes
Print QR codes, barcodes, or perform item-level actions
Before You Begin
Ensure your mail-in buyback workflows are active and properly configured.
Activate shipping integrations or be ready to add custom tracking manually.
Enable the PhoneCheck add-on if you plan to send or manage diagnostics.
Make sure you have access permissions to update offers, customers, and payouts.
Manage Mail-In Tab
Go to The Offer Management Page
From the dashboard, open the sidebar menu and navigate to Offer Management, located between Dashboard and Shipping.
Navigated to the Mail-In Tab
You’ll land on the All tab by default. Switch to the Mail-In tab to view all Mail-In buyback offers, including all workflows.
Filters and Workflow View
With the updated view, you'll land on the clean and unfiltered Mail-In table.
You can focus only on the selected workflow that best meets your needs. To show it, simply use Filters → Status → and choose what you want to view.You can also use other filters, such as:
Select Date
Item Condition
Referral Source
Payout Method
Source
Courier
Additional Option
You can combine multiple filters, then click Apply to refine your results.
Bird's Eye View
At the top of the page, you'll see a quick overview containing:
Total Buyback
Average Price
Total Buyback Value
Use this section to get a quick summary of your company’s performance. Each quick overview will show based on the current filters you applied.
Manage Columns
Customize the visible columns to adjust how data is displayed based on your workflow or team preferences.
Export Offers
Click Export to download your offer data in your preferred format:
CSV
XLS
XLSX
Group Item toggle
Turn Off: List the rows for each item.
Turn On: List the rows for each offer.
If the exported data doesn’t appear on your device, a copy will be sent directly to your email account.
Open and Manage Offer Details
Select any offer to open the Offer Details page, where all order information becomes visible and editable.
How to Process a Mail-In Offer
Steps
Step 1: Go to Mail-In Active Order Page
Navigate to the Offer Management page, and choose the Mail-In tab.
Step 2: View Clean Mail-In Report Tab
You'll see a clean and compact Mail-In tab. All your Mail-In workflows will appear here in a Bird's-Eye view that gives a quick overview.
Step 3: Filtered the Data
For a clean, compact view, use the filter first to show the targeted workflow. This will allow you to focus on what you need, whether a single view or a combination.
Step 4: Understand Lead Statuses
Under the Lead category, you’ll find three new statuses to help categorize non-converted leads:
Active Leads
Abandoned Buyback
Cancelled
These statuses improve lead tracking and follow-up strategies.
Step 5: Review On-Hold Offers
The On-Hold section is now split into:
General Hold
Used when something is unclear or pending on the customer’s side.
Activation Lock Hold
Used for devices locked with iCloud or Google. Offers remain on hold until the customer removes the lock. For a more secure process, you need to follow these steps:
After moving to Activation Lock Hold status, you must select the item and complete the notes.
This will be displayed to your customer on their Customer Portal page, and they must ensure that they have cleared the devices and click the Confirm Unlock button.
From the Offer Detail page, if the user hasn't confirmed, a red warning icon will be displayed beside the item's name with a tooltip: "You have marked this item as an activation lock.".
After the customer confirms, the status will be automatically updated to 'Currently being inspected' and the icon will change to an orange warning icon.
Note
You can’t update the status until all items are confirmed as cleared.
Once cleared, you can mark them manually one by one, or update all at once by changing the status.
Step 6: Track Revised Offer Acceptance
If an item isn’t as described, it may trigger a Revised Offer. The customer can:
Accept the revised offer manually (Accepted by Seller)
You can accept on their behalf (Accepted on Behalf)
Or it may be auto-accepted based on your Offer Settings (Automatically Accepted)
All these are categorized under Accepted – All Types for easier tracking.
Step 7: Flag Offers Without Shipping Integration
If an offer is created without shipping integration enabled, it will be flagged with a red triangle icon.
Hovering over the icon will show a tooltip:
"Unable to generate shipping label due to an error."
This helps you quickly identify offers that need manual shipping handling.
Step 8: View Offer Details
Click any offer row to open the Offer Details page. This provides a comprehensive view of:
Shipping info, such as:
Offer Number
Date and time offer was made
Tracking Number
Shipping Cost
Status
Source
Referral Source
Customer info, such as:
Customer Name
Contact Information
Customer Portal URL
Offer status history
Item condition
IMEI/SN
Payout
Creating a Mail-In Trade-In Offer
1. Choose Trade-In Type
Click the Trade-In button
Choose Mail-In to continue with the remote trade-in process
2. Add or Select Customer
You’ll land on the Create Buyback page
To add a new customer, fill in the fields:
Name, Company Name, Email, Address, Building, Phone Number, and Notes
If the customer already exists, search their name, apply filters, or select from the list below
3. Choose Payout Method
After selecting the customer, you’ll be taken to the Payout page
Choose the appropriate payout method from those you've already set up
Click Continue
4. Add Item to the Offer
You’ll now be on the Item page
Use the search bar to find an existing item
Or click Add Custom Item to create one manually
Fill in the following details:
Item Name
Color
Condition
Payout Price
Quantity
IMEI or Serial Number (optional)
Notes (optional)
Click Add Item
You’ll see a preview of the added item
Click Continue
5. Review Offer
You’ll be redirected to the Offer Details page
Here, you can review all the information and continue managing the offer
Want a visual guide? Watch our step-by-step tutorial below.
Offer Details Page Breakdown
1. Overview of Offer Details
Go to any offer from the Mail-in Active Order Page.
At the top, you'll find the Offer ID, creation date, source, referral source, and status.
Click the 3 dots menu on the upper right side to access other options like:
View original offer
Print shipping kit
View changelog
Archive offer
Note
If shipping integration is not enabled, a red triangle warning will appear with the tooltip:“Unable to generate shipping label due to an error."
2. Update Status
You can update the status by selecting from the dropdown and clicking Update Status.
During the offer process, add a short Note or Reason before updating.
Notes
Reason
For the Return status, you need to generate the Returned Shipping Label through your shipping integration or add a custom tracking number before updating the status.
Note
The custom tracking number for returns status can't be printed, but it'll show on their customer portal.
3. Shipping Information
See current shipping label status.
If missing, you can:
Regenerate the shipping label
Add a custom label manually with tracking number and courier
View when the label was created and its current shipment status
Click Add Additional Shipping Labels if you need to send more than one
3. Customer Information
View customer name, email, phone number, and Customer Portal link
Click Edit to update customer details
Click Save to apply changes
4. Payout Information
View the selected payout method and amount
Click to make changes if needed
Save changes to confirm
5. Item Information
View breakdown per item:
Item number
Device name
Condition
Payout price
Quantity
Total payout
Click an item to:
Edit device name or add a custom item
Add or update IMEI/Serial Number
(Note: IMEI is visible only if enabled, but it is not required)
Print QR code or barcode
Access more options like:
Edit
View PhoneCheck data
Email PhoneCheck report
Delete item if needed
To add a new device:
Click the Add Item button
Fill in the required details such as name, condition, price, and optional IMEI/SN
Click Add to include it in the offer
PhoneCheck Support
If the PhoneCheck add-on is enabled and IMEI is filled in, you can send diagnostic reports to the customer — individually or in bulk per offer. Reusely ensures only valid reports are sent to maintain professionalism and clarity.
6. Additional Actions
Add a promo code to the offer
Upload photos (drag & drop supported)
Add a note to the offer:
Choose internal or customer-facing
Click Save after typing
Want a visual guide? Watch our step-by-step tutorial below.
Tips and Notes
Review high-value items and Not as Described cases daily to reduce risk and prevent delays.
Schedule weekly exports to maintain consistent reporting and reconciliation.
Using the changelog helps you stay on top of updates by showing who made changes, what was updated, and when it happened.
The Mail-In Offers and Offer Details Pages provide a complete system for tracking, reviewing, and updating every incoming mail-in order, with stage-based tracking, filtering, and full control over offer details. By including shipping, payouts, and item info, you can simplify operations, reduce delays, and offer a better customer experience. If you have any questions or need assistance setting up your Mail-In Offers or Offer Details Pages, don’t hesitate to reach out to our Customer Support team. We’re always ready to help you!