Match the parcel
The tracking details and Order Confirmation help us find the right order.
AFTER YOUR PHONE ARRIVES
See what happens after your phone reaches us.
We match it to your order, check what arrived and explain the result before payment.
One order matchedChecks made clearA choice if something differs
OUR SIDE OF THE JOURNEY
Five clear steps after your parcel arrives.
How It Works explains what you do before posting. This page shows what we do once your parcel is booked in.
Receive and match
We open the parcel and connect the phone to the right order.
Record what arrived
The phone's identity and order details stay together.
Inspect carefully
We check the model, condition, functions and account status.
Confirm or explain
If everything matches, we confirm the quote. If not, we explain why.
Complete the order
We prepare payment or arrange the next agreed step.
WHEN THE PARCEL REACHES US
One parcel. One order. One clear record.
The carrier delivery scan and our booking-in step are separate. We open the parcel, find the matching order and record what has arrived.
Check the phone
We confirm the phone and the details that were selected online.
Keep the details together
The order, inspection and final decision stay connected.
A CAREFUL PHONE INSPECTION
Four checks lead to one clear result.
A phone is not judged from one quick glance. We compare what arrived with the order and record anything that affects the next step.
What we check
Exact phone
Model, storage and other important details.
Condition
Screen, body and signs of wear or damage.
Main functions
Power, display and relevant phone functions.
Account and history
Account restrictions and relevant device-history records.
WHAT THIS GIVES USA result we can explain.
The quote can be confirmed, or we can tell you what is different and what happens next.
ACCOUNT, HISTORY AND DATA
Checks should protect you, not confuse you.
We check for account restrictions and relevant device-history records before an accepted phone moves on. You should still remove your accounts and reset the phone before posting.
Account restrictions are checkedRelevant CheckMEND records are reviewedWe never ask for your account password
If something needs your attention, we explain the next step.
Prepare your phone before posting
Account checks made clear
No passwords requested
AFTER THE CHECKS
The decision follows what we find.
Most customers only need one simple answer. If something is different, we explain it before the order continues.
Everything matches
We confirm the quoted amount and prepare payment using the method chosen at checkout.
Something is different
We explain what we found and any revised offer before you decide.
You do not accept the change
You can decline the revised offer and ask for the phone to be returned.
AFTER THE ORDER
A phone can still have useful work to do.
What happens next depends on its condition and what it can still do.
Continue in use
A suitable working phone can be prepared for another owner.
Repair or recover parts
A phone that needs work may still have useful parts.
Recover materials responsibly
When reuse is not suitable, materials move to an appropriate recovery option.
OUR PROCESS FAQS
Questions after your phone arrives.
Clear answers about booking in, inspection, account checks, payment and what happens if something differs.
Track my orderWhen is my parcel marked as received?
The carrier delivery scan and our booking-in step are separate. We mark the order as received after the parcel is opened, matched and recorded against the right order.
What do you check during inspection?
We confirm the phone, relevant specification, condition, main functions, account restrictions and relevant device-history information.
Why do you run CheckMEND?
A CheckMEND check helps identify relevant loss, theft, insurance or other device-history records. It protects honest sellers and helps prevent flagged phones entering a legitimate resale process.
What happens if an account lock remains?
An active account restriction can stop a phone being reset or reused. We explain what needs attention and the available next step. We never ask you to send an account password.
What if my phone differs from my order?
We explain what the inspection found and why the quote needs to change. You can accept the revised offer or decline it and ask for the phone to be returned.
When is payment prepared?
Payment is prepared after the phone has been inspected and the quote has been confirmed, or after you accept an available revised offer.
What if personal data is still on the phone?
Your own preparation is the first protection. Back up what you need, remove linked accounts, reset the phone and remove your SIM and memory card before posting. If you cannot do that, contact us before sending the phone so we can explain the available option.
What happens after the order is completed?
A suitable phone may continue in use, need repair or parts recovery, or move to an appropriate material-recovery option. Our Responsible Recycling page explains this in more detail.