Frequently asked questions

General questions
What is the Microsoft Store Trade-in Program powered by CExchange?
The Microsoft Store Trade-in Program powered by CExchange lets you trade in an eligible used device for rebate after purchasing a qualifying device from Microsoft Store.

Just answer a few questions regarding the brand, model, and condition of your used device. CExchange will provide an appraisal that reflects a fair estimate of your device’s condition and value.

Once you’ve made a purchase of a qualifying new device at Microsoft Store, request a quote for your old device. If you approve of the trade-in price, just print out a prepaid shipping label and ship your used device to CExchange. Once your used device is received and its condition inspected and approved, a rebate will be issued by CExchange to you within 14 days.

If your used device isn’t eligible for trade-in, you can still recycle it. For help with recycling or otherwise disposing of a used device, check out Microsoft’s end-of-life management and recycling resources available in your region.

You can read the full Microsoft Store Trade-in Program terms and conditions here.
Who is CExchange?
CExchange is a U.S.-based company that specializes in consumer electronic trade-ins. It’s run the Microsoft Store Trade-in Program since 2011.
I just bought a new computer at Microsoft Store. How do I trade in my old device?
You can participate in the Microsoft Store Trade-in Program on qualifying orders placed in the last 90 days by just following these steps:

1. Sign in to your Microsoft account and go to Order history.

2. Locate the order of your new device.

3. Select Details to view and save the order details as a PDF—this is your proof of purchase. You can reference a visual how-to here.

4. To get a quote and upload your proof of purchase, visit the Microsoft Trade-in Program powered by CExchange portal page here.

For pre-orders, be sure to wait until your payment method is charged and the product has shipped before submitting your proof of purchase. See Microsoft Support pages for more help on pre-orders.
Can I trade in my used device online if I bought my new device at a physical Microsoft Store location?
At this time, only online purchases from Microsoft Store are eligible for online trade-ins. To qualify for trade-in credit on a new device purchased at a physical Microsoft Store location, you would need to bring in your eligible used device when you make your purchase. Or bring in your eligible used device and receipt within 15 days of purchase to complete a trade-in transaction. For the safety and wellbeing of our customers and employees, our Microsoft Store locations are currently closed. Check the status of your local Microsoft Store here.
How do I get paid after completing my online trade-in?
Once your device has been received and evaluated, CExchange will issue a payment via your choice of PayPal or bank transfer.
When should I expect payment for my used device?
After your used device is received by CExchange, it will be evaluated against the information you provided during the online appraisal process. Once the device’s condition is confirmed, you can expect to receive payment within 14 days.

If CExchange determines that the condition of your device doesn’t match the information you provided during the online trade-in process, you’ll receive an email with either a revised appraisal value or the option of recycling if the device has no resale value.

If you accept the new value or don’t reply within 7 days, CExchange will either continue with the trade-in and issue the new amount to your payment method or, if your device is determined to have no value, recycle your used device at no charge. If you reject the new value, CExchange will cancel the trade-in, email you tracking details, and ship your used device back to you within 5 business days. 

Note: For any transactions involving a bank outside of the United States of America there will be a 3% foreign exchange fee assessed to the transaction.
How do you determine the trade-in value of a used device?
CExchange has more than 12 years of experience refurbishing and reselling consumer electronics. CExchange assesses trade-in industry standards daily to ensure you get a fair and competitive price on your used device. You can check out the quote tool here to get a quick appraisal now.
What are the eligibility requirements of a trade-in device?
To qualify for trade-in, be sure to follow these guidelines before sending your used device to CExchange:

• Transfer and erase all personal data and then perform a factory reset on it
• Ensure your device can power on and start up normally, hold a battery charge, and stay powered as expected (it should operate without being continuously connected to a charger)
• Ensure the body of your device is completely intact without cracks, missing parts, etchings, or asset tags
• Ensure the screen of your device is intact without any cracks
• Ensure all physical keys, buttons, and touchscreen interfaces respond to user input
• Ensure your device is not on any kind of blacklist for theft or fraud
• Disable and remove any anti-theft locking software on your device
• Ensure to include all accessories stipulated by the trade-in appraisal process, such as power supplies
• Ensure display is fully functional with no black spots
• Ensure, if applicable, any kickstand opens and stays firmly in place

Once CExchange receives and evaluates your used device, you’ll be sent an email confirming your device’s trade-in status. As long as the condition of your device meets the above criteria, you should expect to receive payment within 14 days eligibility confirmation.
What happens to my used device?
After inspection and any data removal, CExchange will try to find your used device a new home using official Microsoft-approved resale channels. If for some reason your used device cannot be resold in working condition, CExchange will recycle it in an environmentally responsible way using Microsoft-approved partners.
How do I remove my personal information before I trade in my used device?
To erase personal data and factory-reset your used device to its original manufacturer settings, we recommend you refer to your device’s user manual or manufacturer support pages. Be sure to transfer or back up your files and remove any saved passwords before you start the reset process. Additionally, be sure to remove all locks, SIM cards, and memory cards before sending your used device as physical items cannot be returned once received by CExchange.
What happens to the data on my used device?
While we highly recommend you erase all your personal data on your used device before you ship it to CExchange, the processing facilities used are ISO- and R2-certified in data removal and comply with the highest standards in the industry. Any personal data found during inspection will be erased immediately and your device will be factory reset.
How is my Microsoft Complete coverage affected on my used device after trade-in?
For any questions regarding existing warranty coverage on your used device, please refer to Warranties, extended service plans, and Terms & Conditions for your device on the Microsoft support pages.
What if I have more questions?
You can contact CExchange Customer Service:

E-mail: CustomerService@cexchange.com

Phone: 1-800-351-6864 (8am–5pm CT).
Trading in your device
What types of used devices are eligible for trade-in?
The types of devices eligible for trade-in through the Microsoft Store Trade-in Program are updated from time to time by CExchange. You can check out the current list of eligible trade-in devices here to find out if your used device qualifies.
Can I trade in the device I’m currently using?
Yes. You’ll have 15 days from the date you complete the online trade-in process to send in your used device. This allows for you to transfer your existing data to your new device before you ship your used device to CExchange.
My used device doesn’t qualify for a trade-in. What are my options?
CExchange can only issue a trade-in rebate on eligible used devices. All eligible devices are listed in the product catalog section of the Microsoft Store Trade-in Program powered by CExchange portal.

If you need help with recycling or otherwise disposing of a used device, you can check out Microsoft’s end-of-life management and recycling resources available in your region.
How do I upload my proof of purchase?
Once you’ve signed in to your Microsoft account and saved your order details page as a PDF on your desktop, just follow the trade-in process on the Microsoft Store Trade-in Program powered by CExchange portal to upload your proof of purchase. You can reference a visual how-to here for step-by-step instructions.
Which carriers do you use for shipping?
CExchange offers prepaid shipping labels for FedEx and UPS service to customers within the United States.
What payment details do I need to provide during the online trade-in process?
The payment details you provide will depend on what kind of reimbursement method you choose. Both methods require that you provide a contact email, phone number, your first and last name, and mailing address.

• For PayPal: your email address and first/last name associated with the account
• For bank transfer: name on bank account, bank name, routing number, account number, and account type
What happens if my used device doesn’t match the condition I described or isn’t eligible for trade-in?
If CExchange determines that the condition of your device doesn’t match the information you provided during the online trade-in process, you’ll receive an email with either a revised appraisal value or the option of recycling if the device has no resale value. If you accept the new value or don’t reply within 7 days, CExchange will continue with the trade-in and either issue the new amount to your payment method or, if your device is determined to have no resale value, recycle your used device at no charge. If you reject the new value, CExchange will cancel the trade-in, email you tracking details, and ship your used device back to you within 5 business days.
If my used device is returned to me, how do I track it?
CExchange will send you an email with tracking information within 5 business days after you request the return.
Can I cancel my trade-in before I ship it to CExchange?
You can cancel your trade-in by simply not shipping your used device to CExchange. If you send in your device later than 15 days from the time you complete the online trade-in process, CExchange will email you a new appraisal value. You can choose to accept the new offer and ship your device to CExchange at that time or you can choose to reject it. If CExchange doesn’t hear from you within 7 days after issuing the new offer, CExchange will continue with the trade-in and either issue the new amount to your payment method.
Can I cancel my trade-in after I ship it to CExchange?
If CExchange receives your used device and it passes trade-in requirements, CExchange assumes immediate ownership and can no longer return the device.
Can I cancel my trade-in if I decide to return my new device to Microsoft Store?
If you return your new Surface device to Microsoft Store for a refund or exchange, you may cancel your trade-in by simply not shipping your used device to CExchange. However, if you have already shipped your used device to CExchange and it passes trade-in requirements, CExchange will assume immediate ownership and can no longer return the device.
What should I do if I completed my online trade-in process but haven’t received any updates?
If you don’t receive an email from CExchange within 24 hours of completing the online trade-in process, check your email account’s junk or spam folder. You may also want to check your trash folder; in case a message was accidentally deleted. If you still don’t see an email, please contact CExchange Customer Service:

E-mail: CustomerService@cexchange.com

Phone: 1-800-351-6864 (8am–5pm CT).
Shipping your device to CExchange
I finished the online trade-in process. How much time do I have to send in my used device?
After you’ve completed the online trade-in process, you have up to 15 days to pack and ship your used device to CExchange using the prepaid shipping label.
What happens if I don’t send in my used device?
You can cancel your trade-in by simply not shipping your used device to CExchange. If you send in your device lather than 15 days from the time you complete the online trade-in process, CExchange will email you a new appraisal value. You can choose to accept the new offer and ship your device to CExchange at that time or you can choose to reject it. If CExchange doesn’t hear from you within 7 days after issuing the new offer, CExchange will continue with the trade-in and either issue the new amount to your payment method.
What do I do after I get my prepaid shipping label?
Once you’ve transferred your personal data and reset your used device, securely pack your device with the trade-in confirmation printout and any stipulated accessories. Affix the prepaid shipping label to the box and drop it off with your selected shipping carrier (FedEx or UPS) within 15 days of completing the online trade-in process.

Note that your trade-in confirmation printout can be found on the Order Summary page, above the shipping label. If you aren’t able to locate this page, a printout of an email confirmation from CExchange will also work.
Can I use one prepaid shipping label to ship more than one used device?
You can use one shipping label and box for as many used devices as you added during the online trade-in process. For example, if you’re trading in three eligible devices and sending them to CExchange in one box, you can use the same shipping label for all three devices. Just be sure to pack the devices carefully to ensure safe, damage-free transit. If you are shipping multiple used devices from multiple trade-in transactions, please be sure to include the confirmation summary or email for each separate order in the package so that CExchange can distinguish which devices belong to which orders, since different orders can have different payment details.
What if I lost or threw out my prepaid shipping label?
You can easily reprint another label. Just sign in to your CExchange Trade-in account and print a new one. You can also find a link to the shipping label in your confirmation email from CExchange.

If you need further help, contact CExchange Customer Service by email at CustomerService@cexhange.com or by phone at 1-800-351-6864 (8am–5pm CT).
What accessories do I need to ship to CExchange with my used device?
Simply ship the accessories specified during the appraisal of your device. Generally, this means just including the power supply unit (charger) for your device.
I sent in my used device but I haven’t heard anything yet. What should I do?
You should receive a tracking number from your selected carrier to track your used device back to CExchange. Once CExchange receives your used device, it can take up to 5 business days to finalize all testing reports and process your claim.

If you still haven’t received any updates from CExchange after this time period, you can reach CExchange Customer Service:

E-mail: CustomerService@cexchange.com

Phone: 1-800-351-6864 (8am–5pm CT).
How do I find my proof of purchase?
Your proof of purchase is a PDF version of your order details from Microsoft Store. You can access and save a copy of this file by following the below steps.

1. Sign in to your Microsoft account
2. Locate the Payment and billing dropdown at the top, and select Order history
3. Locate the order of your new device.
4. Select Details to view order details
5. Once you’ve opened the order details page, click Print
6. In the dialog box, select Save as PDF and then select Save

You can also reference a visual how-to here.

Small Business customer? Visit our Small Business Trade-in portal for volume purchases and bulk trade-in options for your business.

Information collected by CExchange LLC is used solely for purposes related to this trade-in transaction.
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