frequently asked questions
The Microsoft Store Trade-in Program powered by Teladvance lets you trade in an eligible used device for cash back.
Just answer a few questions about the brand, model, and condition of your used device.
Teladvance provides an appraisal that reflects a fair estimate of your device’s condition and value.
Additional trade-in promotions that we may offer from time to time may require the purchase of a new qualifying device from Microsoft Store.
For these promotions, you’ll be asked to upload a proof-of-purchase PDF.
If you approve of the trade-in value, create a Teladvance account. Then, print the prepaid shipping label and ship your used device to Teladvance. Once your used device is received, inspected, and approved, Teladvance will issue cash back to you within 14 days.
If your used device isn’t eligible for trade-in, you can still recycle it through Microsoft’s recycling resources in your region. Recycled devices are not eligible for cash back.
Read the full Microsoft Store Trade-in Program terms and conditions..
If you approve of the trade-in value, create a Teladvance account. Then, print the prepaid shipping label and ship your used device to Teladvance. Once your used device is received, inspected, and approved, Teladvance will issue cash back to you within 14 days.
If your used device isn’t eligible for trade-in, you can still recycle it through Microsoft’s recycling resources in your region. Recycled devices are not eligible for cash back.
Read the full Microsoft Store Trade-in Program terms and conditions..
Teladvance is a U.S.-based company that specializes in consumer electronic trade-ins, IT asset disposition, and reverse logistics.
It runs the Microsoft Store Trade-in Program.
No.
The Microsoft Store Trade-in Program powered by Teladvance site is separate from Microsoft.com.
Your username or credentials from one don’t carry over to the other.
To process a trade-in on this site, you’ll need to create an account with Teladvance, even if you come to this site after signing in to your Microsoft account.
Once your used device is received, inspected, and approved, Teladvance will issue a payment via your choice of PayPal or bank transfer within 14 days.
Teladvance specializes in electronics trade-ins and recycling for retailers.
Teladvance assesses trade-in industry standards daily to ensure you get a fair and competitive price on your used device.
Check out the Teladvance trade-in page
to get a quick appraisal now.
To qualify for trade-in, be sure to follow these guidelines before sending your used device to Teladvance:
• 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 blocked list 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
• 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 blocked list 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
After inspection and any data removal, Teladvance will try to find your used device a new home using official Microsoft-approved resale channels.
If for some reason your used device can’t be resold in working condition, Teladvance will recycle it using Microsoft-approved partners.
To erase personal data and perform a factory reset on your used device, we recommend that 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.
Also, be sure to remove all locks, SIM cards, and memory cards before shipping your used device.
These physical items can’t be returned once received by Teladvance.
While we highly recommend that you erase all personal data from your used device before you ship it to Teladvance, 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.
For questions about existing warranty coverage on your used device, refer to
Warranties, extended service plans, and Terms & Conditions for your device
on the Microsoft support pages.
The types of devices eligible for trade-in through the Microsoft Store Trade-in Program are updated from time to time by Teladvance.
Go to the Teladvance trade-in page
to find out if your used device qualifies.
Yes.
You’ll have 15 days from the date you complete the online trade-in process to send in your used device.
This allows you to transfer your existing data to your new device before you ship your used device to Teladvance.
Teladvance can only issue a trade-in cash back on eligible used devices.
All eligible devices are listed in the "Device type" section of the
Teladvance trade-in page.
For help recycling or otherwise disposing of a used device, check out Microsoft’s recycling resources in your region.
For help recycling or otherwise disposing of a used device, check out Microsoft’s recycling resources in your region.
Teladvance offers prepaid shipping labels for Canada Post to customers within Canada.
The payment details require that you provide a contact email, phone number, your first and last name, and mailing address.
PayPal: Your email address and first/last name associated with the account
PayPal: Your email address and first/last name associated with the account
If Teladvance determines that the condition of your used 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, Teladvance 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. Recycled devices are not eligible for cash back.
If you reject the new value, Teladvance will cancel the trade-in, email you tracking details, and ship your used device back to you within 5 business days.
If you accept the new value or don’t reply within 7 days, Teladvance 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. Recycled devices are not eligible for cash back.
If you reject the new value, Teladvance will cancel the trade-in, email you tracking details, and ship your used device back to you within 5 business days.
Teladvance will send you an email with tracking information within 5 business days after you request the return.
Yes.
You can cancel your trade-in by simply not shipping your used device to Teladvance.
If Teladvance receives your used device and it meets the trade-in requirements, Teladvance assumes immediate ownership and can no longer return the device.
If Teladvance determines that your used device doesn’t meet the trade-in requirements, you’ll receive an email with options for next steps. Options may include recycling the device or shipping the device back to you.
If Teladvance determines that your used device doesn’t meet the trade-in requirements, you’ll receive an email with options for next steps. Options may include recycling the device or shipping the device back to you.
If you don’t receive an email from Teladvance within 24 hours of completing the online trade-in process, check your junk or spam folder.
You can also check your trash folder in case a message was accidentally deleted.
If you still don’t see an email, contact Teladvance Customer Service:
E-mail: CustomerService@teladvance.com
E-mail: CustomerService@teladvance.com
After you’ve completed the online trade-in process, you have up to 15 days to pack and ship your used device to Teladvance using the prepaid shipping label.
If you ship your device more than 15 days after you’ve completed the online trade-in process, Teladvance will email you a new appraisal value.
You can choose to accept the new value, or you can reject it.
If Teladvance doesn’t hear from you within 7 days after issuing the new value, Teladvance 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.
Recycled devices are not eligible for cash back.
If you don’t send in your used device after completing the online trade-in process, your trade-in will simply be canceled.
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 Canada Post within 15 days of completing the online trade-in process.
Your trade-in confirmation printout can be found on the Order Summary page, above the shipping label. If you can’t find this page, a printout of the email confirmation from Teladvance will also work.
Your trade-in confirmation printout can be found on the Order Summary page, above the shipping label. If you can’t find this page, a printout of the email confirmation from Teladvance will also work.
For example, if you’re trading in three eligible devices and sending them to Teladvance 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’re shipping multiple used devices from multiple trade-in transactions, include the confirmation printout or email for each separate order in the package so that Teladvance can distinguish which devices belong to which orders, since different orders can have different payment details.
You can reprint the label.
Just sign in to your Teladvance account and print a new one.
You can also find a link to the shipping label in your confirmation email from Teladvance.
For more help, contact Teladvance Customer Service:
E-mail: CustomerService@teladvance.com
E-mail: CustomerService@teladvance.com
Ship the accessories specified during the appraisal of your device.
Generally, this means including the power supply unit (charger) for your device.
You should receive a tracking number from your selected carrier to track your used device back to Teladvance.
Once Teladvance receives your used device, it can take up to 14 days to finalize all testing reports and process your claim.
If you haven’t received any updates after 14 days, contact Teladvance Customer Service:
E-mail: CustomerService@teladvance.com
If you haven’t received any updates after 14 days, contact Teladvance Customer Service:
E-mail: CustomerService@teladvance.com
Trade-in promotions are limited-time offers that apply only to select devices purchased online at Microsoft Store.
Promotions are limited-time offers that only apply to select devices purchased online from Microsoft Store. To participate, you must first purchase an eligible device, then trade in an eligible used device.
Read the full
Microsoft Store Trade-in Program terms and conditions.
There are a few extra steps to participate in trade-in promotions. During the trade-in process for your used device, answer questions about your new device. If your new device qualifies for a trade-in promotion, you’ll be asked to upload a proof of purchase.
Your proof of purchase is a PDF version of your order details from Microsoft Store. Once you’ve received a notification that your new device has shipped, follow these steps:
There are a few extra steps to participate in trade-in promotions. During the trade-in process for your used device, answer questions about your new device. If your new device qualifies for a trade-in promotion, you’ll be asked to upload a proof of purchase.
Your proof of purchase is a PDF version of your order details from Microsoft Store. Once you’ve received a notification that your new device has shipped, follow these steps:
- Sign in to your Microsoft account .
- Go to Order History .
- Locate the order of your new device.
- Select Details to view and save the order details as a PDF—this is your proof of purchase.
- You can also save the confirmation email from your Microsoft Stores order as a PDF and use that as your proof of purchase.
- Go to the Teladvance trade-in page to upload your proof of purchase and get a trade-in value.
Promotions are available only in Microsoft online store in Canada.
You can trade in one eligible used device for each qualifying device you purchase at Microsoft Store.
For example, if you purchase three qualifying devices from Microsoft Store, you can trade in up to three eligible used devices.
If you’ve purchased a qualifying device from Microsoft Store during the promotional period, you have up to 7 days after the promotional period ends to complete the online trade-in process with Teladvance.
Once you complete the online trade-in process, you’ll have up to 15 more days to pack and ship your used device to Teladvance.
For pre-orders, wait to start the trade-in process until your payment method is charged and the new device has shipped.
If the trade-in requires you to submit the International Mobile Equipment Identity (IMEI) number of the new device, you’ll need to wait until you receive the new device.
See
Microsoft Support pages
for help with pre-orders.
Throughout the year, Microsoft may run unique promotions that are only available for a limited time and apply to select products.
Refer to the promotion’s
terms and conditions
to confirm if your used device is eligible for these offers.
For more questions about the trade-in value of your used device, contact Teladvance Customer Service:
Email: customerservice@teladvance.com
For more questions about the trade-in value of your used device, contact Teladvance Customer Service:
Email: customerservice@teladvance.com
Your proof of purchase is a PDF version of your order details from Microsoft Store.
Once you’ve received a notification that your new device has shipped, follow these steps:
Note: If you purchased a device from the Microsoft Employee Store, a PDF of the Order History from the eCompany portal will serve as your proof of purchase.
- Sign in to your Microsoft account.
- Go to Order History.
- Locate the order of your new device.
- Select Details to view and save the order details as a PDF—this is your proof of purchase.
Note: If you purchased a device from the Microsoft Employee Store, a PDF of the Order History from the eCompany portal will serve as your proof of purchase.
If you return your new device to Microsoft Store for a refund or exchange, you may cancel your trade-in by simply not shipping your used device to Teladvance.
However, if you’ve already shipped your used device to Teladvance and it meets the trade-in requirements, Teladvance will assume immediate ownership and can no longer return the device.
If Teladvance determines that your used device doesn’t meet the trade-in requirements, you’ll receive an email with options for next steps. Options may include recycling the device or shipping the device back to you.
If Teladvance determines that your used device doesn’t meet the trade-in requirements, you’ll receive an email with options for next steps. Options may include recycling the device or shipping the device back to you.