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Hey Jennifer, After reviewing your Trade-in, I'd like to provide some additional context regarding the amended offer. As I look through the Trade-in record, I can see your MacBook was submitted at checkout in Flawless condition. During inspection, however, the team documented scratches throughout the screen, heavy signs of wear on the keyboard, and a heavily stained charger that could not be restored through standard cleaning. Under our published grading guidelines, a device submitted as Flawless must be free of visible scratches, blemishes, and signs of wear. Based on the condition the device was received in, it did not meet that standard and the offer was amended accordingly. The revised Trade-in value was $944, with the remaining difference reflecting the expedited processing and additional coverage options selected during checkout. The amended offer reflected the condition the device was received in and was not applied arbitrarily. When you questioned the inspection, the Trade-in was brought to a supervisor's attention. The supervisor then independently reinspected the device, concurred with the original findings, and provided both photos and video to substantiate the reasons for the amended offer. After personally reviewing the documentation, I agree with the assessment and am satisfied the amended offer accurately reflected the condition the device was received in. While our published grading guidelines are designed to be straightforward, we also recognize that customers may occasionally view cosmetic condition differently. For that reason, amended offers come with no obligation, and customers always have the option to request a free courtesy return. In this case, your MacBook was returned promptly at no cost. We continue to strive to provide a fair, consistent, predictable, and transparent service where customers remain in control of their decisions throughout the entire Trade-in process. Should you have any further questions, please feel free to reach out to me directly at [email protected]. I would be happy to assist. Best, Ian Customer Success | BuyBackTronics.com

Hey Jeremiah, We understand that an amended offer can be disappointing, especially when it differs from the original quote. After reviewing the Trade-in records, I can see the initial inspection documented that the back glass was separating from the frame of the phone. When you questioned the appraisal, as is standard practice at BuyBackTronics.com, the Trade-in was immediately brought to a supervisor’s attention. The supervisor then independently reinspected the device, concurred with the evaluator’s findings, and photo documentation was provided to support the inspection findings. Under our published grading guidelines, separating back glass places the device in our Broken condition category because it materially impacts resale value. The amended offer was based on the condition the device was received in and was not applied arbitrarily. As mentioned during the Trade-in process and in our emails to you, amended offers come with no obligation. Customers may decline the amended offer and request a free courtesy return, which is what occurred in this case. While we recognize that customers may not always agree with the final condition assessment, the amended offer in this case was made in line with our published grading guidelines. Best, Ian Customer Success | BuyBackTronics.com

Hey John, We appreciate you bringing this to our attention. I will personally look into this. Please expect an email from me shortly with an update. Best, Ian Customer Success | BuyBackTronics.com

Hey Dee, I understand why receiving less than expected would be frustrating. PayPal payments are subject to a 3% transaction fee, which is specifically disclosed during the checkout process before the payment method is selected. I will personally email you with screenshots showing where this information appears and clarify the payment details with you directly. Best, Ian Customer Success | BuyBackTronics.com

Hey Reuben, Thank you for the thoughtful feedback and for still recommending us. We are disappointed that we fell short of the five-star experience we strive to provide. You are right that both the turnaround time and proactive communication should have been better, and this was certainly not representative of the standard we hold ourselves to. I will be reaching out to you personally. We appreciate your patience and will use this feedback constructively as we continue improving the overall customer experience. Best, Ian Customer Success | BuyBackTronics.com