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New Member
Posts: 2
Registered: ‎10-20-2018

Prepaid return label for phone upgrade

I recently upgraded a cell phone on my Verizon plan from Bestbuy.com. I got everything activated smoothly and transferred without issues. I understand that I need to return the old device.

At the time of purchase, I was informed that there were instructions and a prepaid label to be emailed to me. I never received it. I checked my spam folder, and there was nothing there. Other emails from bestbuy come through.

I went to my purchase history page and it tells me "Your carrier requires that you return your old device to avoid charges. Please check your e-mail for a pre-paid postage label and shipping instructions." It gives me an option to click "resend email:. When i click that, I get an error message "We’re sorry; we were unable to resend the e-mail."

Is there someone who would be able to help me get the information I need to send the old device back to Verizon?

Thanks
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New Member
Posts: 2
Registered: ‎09-29-2019

Re: Prepaid return label for phone upgrade

I am having the same issue. My new 11 Pro Max showed up yesterday and I want to send my XS Max back tomorrow so Verizon can't charge me anything, but like you, I have no return label in my email. I chatted with BB online yesterday and they gave me a number to call, i called that number today, they gave me another number to call, 800-922-0204, and a website: www.verizonwireless.com/od/tradein, haven't called the number yet, but the website doesn't even work.

 

Can anyone help us, please.

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New Member
Posts: 2
Registered: ‎09-29-2019

Re: Prepaid return label for phone upgrade

Hey were you ever able to figure out how to get the phone back? I've tried calling Best Buy and Verizon and they've been zero help. I'm at a loss as to what to do. 

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Posts: 280
Topics: 12
Kudos: 49
Solutions: 18
Registered: ‎02-08-2019

Re: Prepaid return label for phone upgrade

Hey,

 

Thanks for sharing these experiences here, I'm sorry to hear that you're all having a hard time getting your prepaid labels to return your old phones! It seems like something is going on that we'll need to take a closer look at. In the mean time, I would call (888) BEST BUY (888) 237-8289 and ask for our mobile team. They should be able to get those labels and further instructions to you. 

 

Best,

 

Meg|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 1
Registered: ‎10-09-2019

Re: Prepaid return label for phone upgrade

Just for the archival process I also have this issue and on two separate purchases.  On the 5th and 9th this problem is still persisting and  I have not received any labels for the devices to be returned.