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Frequently Asked Questions (FAQs)

1. Who will be collecting the trade-in device from me?

Shopee has collaborated with Rebonics Pte Ltd (a Carousell Group Company)  to provide a seamless trade-in experience for our customers. Rebonics will carry out the trade-in with our customers while delivering the new device at the same time.

2. When will I receive scheduling notification?

Once your trade-in order is placed and is ready to ship, you will be contacted by Rebonics within 2 working days via Whatsapp to do scheduling.  Please ensure that a WhatsApp linked phone number is provided in the delivery details on your Shopee account.

3. Is my trade-in value guaranteed? What happens if the estimated trade-in value differs from the on-site inspection trade-in value?  (e.g. device dented or cracked)

Trade-in value is subject to final inspection by couriers. If there is a discrepancy between the initial condition indicated and the actual condition assessed by our courier, a final inspection value will be given and the customer will be required to top up the difference in trade-in value.

4. What is the mode of payment for topping up differences in trade-in value?

When there is a trade-in value discrepancy between the estimated trade-in value from the questionnaire and the on-site inspection trade-in value, the delivery personnel will present a PayNow QR code to top up the difference. Please make sure the payment recipient is Rebonics Pte Ltd (UEN Number: 201512526R)

Note: To complete the payment, customers need to ensure the below:

1. The customer must have signed up for PayNow
2. The customer must have mobile banking application for any of the PayNow participating banks

5.  Who should I contact if I want to reschedule or enquire about delivery status?

For rescheduling and delivery status enquiries, please contact Rebonics (SELL TO Carousell) customer help center’s Whatsapp (wa.me/6282298788799). The cutoff timing for rescheduling is 6pm on the day before your scheduled delivery date.

6. How do I determine the estimated trade-in value of my current device?

You can determine the estimated trade-in value of your device by completing the trade-in survey on the Shopee product listing page. The questionnaire will ask for details about your device’s condition, model, and specifications.

7. What types of devices are eligible for trade-in?

We are always working on providing more trade-in options for our customers. Currently, only selected models are eligible for trade-in. You can check the eligible models by proceeding with the Trade-in questionnaire on Shopee’s product listing page.

8. What preparations do I need to make for the trade-in?

Please ensure that your device is backed up, all personal data is erased and the device is ready to be reset before the scheduled trade-in date. Do remove any accessories, SIM cards, and memory cards. If you are using an iPhone and intend to transact at a location other than your home, please disable the stolen device protection feature at home first. Our agents are unable to wait for device backup/ security delay processes to be disabled at the point of delivery.

You will be required to show proof of identification (Singpass, NRIC, or Employment Pass) for the SPF Secondhand Goods Dealers Transaction Verification. This is legally required to proceed with any trade-in. Non-compliance will result in trade-in order cancellation.

9. What required conditions must a device meet to be eligible?

Below is a check list of required conditions:

1. The device must be able to be powered on and/or stay powered on without a charger.
2. The device is not an export set (For iOS: Model Number must end with ZP/A. For Android, phones must be purchased in Singapore from an authorized distributor)
3. The device screen must be in a condition good enough to show the IMEI number clearly.
4. The device must not be account or activation locked.
5. The device must not be linked to Remote Management (e.g. Apple Mobile Device Management / Device Enrollment Programme or Samsung Knox Device Management).
6. The device must be logged out of all Apple and Google accounts (i.e. iCloud)

10. My iCloud does not have enough storage. How else can I backup my iPhone’s data? 

You may use Temporary iCloud storage to help you transfer data from your current iPhone or iPad to a new one, especially if you don’t have enough iCloud space. It is a free, limited-time storage option Apple provides when you buy a new iPhone or iPad and don’t have enough storage to back up your current device. 

Firstly, update your device to the latest version of iOS or iPadOS and make sure you know your Apple ID credentials.

To create the backup of your current iPhone or iPad, 

1. Open the Settings app, then tap General.

2. Scroll down and tap Transfer or Reset [Device].

3. Under "Prepare for New [Device]", tap Get Started.

4. If you see "iCloud Backup is Turned Off", tap Turn On Backup to Transfer.

• If you're eligible, you’ll see an option to use temporary iCloud storage, tap Continue. Once the backup is complete, do not erase your current device until you restore the backup to your new one.

• If you can't see this message, then you have enough iCloud storage to back up your iPhone or iPad to iCloud.

You have 21 days to restore your data before the backup is permanently deleted. If your new device hasn't arrived by that time, you can extend the backup by another 21 days via Settings > Keep My Backup Longer, or by contacting Apple Support.

To restore the backup, 

1. Turn on your new iPhone or iPad and follow the onscreen steps to start the setup process.

2. On the Apps & Data screen, tap Restore from iCloud Backup.

3. Sign in to iCloud with your Apple Account.

4. Choose your most recent iCloud backup.

5. Wait for the restore process to be completed.

After restoring, the temporary backup remains available for 7 more days before being deleted. To continue using iCloud for backups, you can upgrade to iCloud+.

11. Can I trade in multiple devices in 1 transaction or order?

Shopee and Rebonics currently only allows one used device to be traded in per transaction or order.

12. How is the trade-in value applied to my purchase?

The estimated trade-in value calculated from the online questionnaire will be applied as a direct discount to only one of the highest priced items even if there are more than 1 unit purchased. The trade in discount is capped by the highest priced item.

For example:

iPhone 15 (available for trade-in) Price: $1200

iPhone 14 (available for trade-in) Price: $1000

Trade-in phone valuation: $1500

Buyer A buys 2 iPhone 15 and 1 iPhone 14 and intends to do trade in. The trade-in discount of $1500 will only be applied to 1 iPhone 15.

This means that Buyer A will pay $1200 +$1000 +($1200-$1200 ((trade-in capped by highest priced item)) = $2200

13. Does my device need to be completely reset before trade-in? How will my data be protected?

No, you need not completely reset your phone yourself. The device just needs to be ready for reset before trade-in. Your phone will be reset after you choose to sell and complete data erasure will be carried out using professional software at our warehouse.

14. Can I backup my device/ transfer data during exchange?

We strongly recommend that you backup your personal data before the scheduled device exchange at your doorstep. Backup and data transfer will not be possible during and after the exchange.

You may backup your personal data to iCloud or other Cloud services, any third party backup services or any external hard drives if required.

15. What should I do if I need to cancel my trade-in?

You can cancel your trade-in order before the order is picked up, or once the courier has arrived at your location.

16. How long does the trade-in process take?

The entire trade-in process of trade-in at doorstep takes about 15-30 minutes.

17. I am not available. Can someone else assist with my trade-in process?

You can assign an authorised representative to carry out the trade-in. Please ensure that the nominee is able to furnish their identity details for verification.

18. I would like my old device back. Is this possible?

The trade-in process is final and irreversible. Once completed, the return of old devices will not be supported.

19. Who should I contact if I have questions or issues with my trade-in?

For any questions or issues, you can contact our customer service team through Shopee support channels or Sell to CAROUSELL Whatsapp (Via Whatsapp Chat): wa.me/6282298788799

For more information, please also take a look at our Terms and Conditions and Step by Step help article.