Purpose
Learn how the Mail‑In workflow works—from the moment an offer is created until the item is either added to your inventory or returned to the customer.
How's Default Mail-In Workflow
1. Manual Quote
Purpose: Used when Custom Quotes are created and need your team’s review.
Sub-statuses:
Pending: Your team confirms the quote can be processed and enters prices.
Requires Review: Waiting for the customer to accept or decline the quote.
Next step (based on customer response):
Accepted: Moves to Active Leads.
Declined: Moves to Cancelled.
Also read: How Custom Offers Work in Mail-In
Notes
Customers are informed via the Customer Portal.
Make sure email notifications are sent by toggling Send Email on.
2. Leads
Purpose: Where Mail‑In buyback offers land after being created from the widget.
Sub‑statuses:
Abandoned Buyback: Customer generated a quote but never shipped their device.
Cancelled: Customer explicitly cancelled the offer.
Active Leads: Customer plans to ship their item.
Action: Confirm that customer details and shipping information are correct.
Next Steps: Once a tracking number shows the package has been sent, the offer automatically moves to In‑Transit.
3. In-Transit
Purpose: For offers where the package is currently on its way to your facility.
Next steps: When the carrier marks the package as delivered, the offer automatically moves to Delivered.
4. Delivered
Purpose: For offers where the package has arrived at your facility.
Action: Verify that the items received match the shipment.
Next steps: Move the offer to Being Inspected.
4. Being Inspected
Purpose: For offers currently undergoing inspection by your team.
Action:
Inspect each item carefully and update data based on actual condition.
(Optional) Add images and internal notes.
Next steps: After the inspection is complete, determine the relevant next step:
If all devices pass inspection → move to Payout Processing.
If a device doesn’t match the original description → move to Not as Described.
Tip
Keep inspection notes clear and detailed to avoid confusion later.
5. On Hold
Purpose: For offers paused for a specific reason.
Sub‑statuses:
General Hold: For general delays or issues that need to be resolved.
📝 Tip: Add a short note explaining why the offer is on hold so customers understand what’s happening.
Activation lock hold: For devices still locked to an account.
What does your customer need to do?
Remove the account on the device, then click Account Removal in their portal once it’s cleared.
Return: For offers that are being sent back to the customer.
Action:
Generate return labels automatically via your shipping integration, or
Use a Custom Returned Shipping Label if needed.
Auto labels print only shipping kit page 2 (customer address).
Manual labels can’t be printed, but appear in the Customer Portal.
If an error occurs, try generating the label manually.
Next steps: Once the issue is resolved and the offer is ready to be paid, move it to Payout Processing.
6. Payout Processing
Purpose: For offers where payout is ready to be processed.
Action:
Pay the customer.
Record the Transaction ID (optional, for internal records).
Next steps: When payment is complete, move the offer to Completed.
7. Not as Described
Purpose: For offers where the device does not match the original description.
Sub‑statuses:
Revised Offer: A new quote is generated and emailed to the customer.
Seller Accepted: The customer has accepted the revised quote.Note
Note
Updates appear in the Customer Portal.
Turn on Send Email to notify the customer of the revised offer.
Next Steps:
If the revised offer is accepted, move to Seller Accepted.
If the revised offer is declined, move the offer to Returned.
Tips
Clearly explain condition differences in your notes.
Add images for stronger, more transparent confirmation.
8. Completed
Purpose: For offers where the customer has been paid and the Mail‑In process is fully finished.
9. Returned
Purpose: For offers where devices have been sent back to the customer. This status closes out the return flow.
By using the Mail‑In workflow step by step, your team can track every device from quote to delivery, inspection, payout, or return. Keeping operations organized and giving customers a clear and reliable experience at every stage.