RETAIL OPERATIONS

Trade-in Procedure

DOCUMENT NO : CELLC-OPS-RO-045
REVISION NO : 2023.01
DATE : 07 August 2023

For information regarding this document contact

Document owner : Ismail Abdulla

The official controlled copy of this document is maintained by Retail Operations Department.
Printed versions may be used as reference documents only
Table of Contents

1 Document Control ........................................................................................................................... 3

2 Scope .............................................................................................................................................. 4

3 Obtain Credit Score ......................................................................................................................... 5

4 Assess Device ................................................................................................................................. 6

5 Activate on Trade-In UDC ............................................................................................................... 6

6 Collect Device ................................................................................................................................. 6

7 Begin to Trade-In ............................................................................................................................ 8

8 Log in Username And Password .................................................................................................... 8

9 Trade-in Tool (Home Page) ............................................................................................................ 9

10 Device Grading.............................................................................................................................. 10

11 Device Grading – Questions ......................................................................................................... 12

12 Device Summary ........................................................................................................................... 17

13 Trade-in Confirmation ................................................................................................................... 19

14 Creating a Package ....................................................................................................................... 21

15 Creating a Shipment ..................................................................................................................... 22

16 Ram Collection Ordering Process ................................................................................................. 24

17 Cancelling a Trade-In .................................................................................................................... 26

18 Trade in Reports ........................................................................................................................... 28

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1 Document Control

1.1 Document Details:

Author Ismail Abdulla

Company Name Cell C

Created Date 7 August 2023

Last Update 7 August 2023

File Name Trade-in Procedure

1.2 Change Record

Modified Date Author Version Description of Changes

1.3 Stakeholder Sign-Off

Name Position

Compliance Manager,
Ismail Abdulla
Franchise

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2 Scope

 The purpose of this document is to outline the procedure that must be followed by stores when

processing a trade-in. All stores processing trade-in’s must be in possession of a valid Second

Hand Goods trading license.

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3 Obtain Credit Score

3.1 Greet and Acknowledge Customer

 Good morning/Good day/Good afternoon

 Welcome the customer, introduce yourself

 Ask for the customer's name

 Ask “how can I assist you?”

3.2 Perform Needs Analysis

A customer needs analysis is an assessment of a customer’s needs for a product or service.

Customer feedback is essential for understanding customer needs. It’s applicable for all

stages of the customer journey and all customer segments. This enables you to offer or

create authentic, tailored customer experiences that impact conversions, retention, and

revenue growth.

3.3 Advise of requirements for qualifying trade-in devices

Qualifying devices:

a) Confirm it Switches on & off without a charger

b) Device must not blacklisted

c) iCloud must be disabled on Apple devices.

Qualifying Customers

a) Customer must have all the required documents as per standard credit vetting business rules

b) Customer must have sufficient credit score for required deal

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3.4 Obtain signed Consent to Vet

The signed consent to vet must be retained even if the application is declined it must form

part of the stores document collection process

3.5 Perform Quick Activation

Please note the consultant must not perform the activation at this stage but must only obtain

the credit score

4 Assess device

4.1 In order for the store to qualify for the guaranteed trade-in value, the following must be

established during the device grading process:

 The device must be able to be turned on and off without a charger.

 The device must not be blacklisted

 For Apple devices, Find my iPhone (FMIP) must be disabled.

If the above conditions are not met, the store cannot accept the device for a trade-in and
must offer the customer an alternative deal.

5 Activate on Trade-in UDC

5.1 The device on the unique deal code that reflects the reduced subscription

5.2 All other prerequisites must be met for the activation of the contract i.e. the customer must have

all the required documents as per the Credit Vetting Policy and must have been successfully

authenticated.

6 Collect Device

6.1 Create a Package

6.2 Create a Shipment

6.3 Collection of Device

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6.4 Process model for device Trade In

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7 BEGIN TO TRADE-IN

7.1 To start a Trade-In deal, navigate to the following site cellctradein.za.foxway.tech either the

Chrome or Edge browser.

7.2 The URL is accessible from a computer, mobile device and/ or tablet.

8 LOG IN - USERNAME AND PASSWORD

8.1 Enter your unique BEAM USERNAME with the provided PASSWORD Welcome11. You will be

asked to change your password after your first log in.

Each person should have their own unique set of username and passwords for the trade-in too
Avoid sharing usernames or passwords

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9 TRADE-IN TOOL (HOME PAGE)

9.1 To start the trade-in, select the drop down arrow in the Select Campaign Offer field

DO NOT select STANDARD TRADE-IN for campaigns

9.2 Campaign Trade In’s

The campaigns available will be displayed in the drop down menu. Choose the applicable

campaign according to the customer’s request.

 Only qualifying devices can be traded in on campaigns (will be communicated)

 All device locks, passwords and/or FMIP needs to be removed off the customers device

9.3 After selecting the campaign, enter the IMEI of the device to be traded-in, into the Device

Lookup field. Select the correct model and capacity of the device provided in the drop down

selection

NB: Use the actual IMEI displayed from the device by going into settings or using the USSD

code*#06#. Do not use IMEI from box and/ or POP

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 If the device does not populate by entering the IMEI, you can search by entering the product

name of the device.

10 DEVICE GRADING

10.1 After selecting the correct make and model of the device to be traded-in, you will be directed to

the Device Grading page.

 The grading questionnaire consists of YES or NO answers for each question. There are 4

(four) questions relating to the trade-in of the device, the device needs to be evaluated for any

signs of visible external damage as well as abnormal functioning etc.

 Each of the questions have set guidelines as to what needs to be evaluated

 Ensure the device meets all the required criteria before selecting ‘YES’ on the questionnaire

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11 Device Grading – Question 1

11.1 Does the device turn on and stay on without a charger? (Power)

YES | NO

 Device can be turned on and off

 Charging port is without visual damage

 Device working without a charger

 Without heavy damage to its structure (frame is not deformed)

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11.2 Device Grading – Question 2

LCD working and without physical damage? (LCD) See example pictures online.

YES | NO

 LCD is without any signs of discoloration (use light background to check) or pixel damage

 Touchscreen is fully working (check edges of the screen)

 If the device has more than once screen, both screens need to be checked for LCD damages

 Foldable device opens completely

 Display is fully covered with glass, cannot be cracked (no missing pieces of the front glass!)

*Set white background and 100% brightness for better inspection

The example photo’s can be selected to get a better understanding of the detail being referred too, as

per the questions.

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11.3 Device Grading – Question 3

Are front, frame and back cover in good condition (general wear is acceptable)? (Body) See

example pictures online.

YES | NO

 Display is without cracks

 There are no cracks, splits, or fractures on the frame or back cover

 There is no gap between back cover, screen or frame

 The frame of the device is not bent

 Plastic seal between frame and display is not cracked or broken

 There are no chips on the edge of the display glass

 Camera glass is not cracked

 Device is complete, no parts missing (battery, back cover, port cover)

 Screen is not loose (check edges of the screen)

 Without heavy damage to its structure (frame is not deformed)

 If foldable devices does not go fully flat in opened state, it is considered faulty

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11.4 Device Grading – Question 4

Are all buttons present and working? (Buttons)

YES | NO

•All buttons work easily (Home, power, volume, and mute), no excessive force is needed

•No unoriginal parts or modifications have been used

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12 DEVICE SUMMARY

12.1 Once the questionnaire has been completed, the Device Summary Page will display with the

results of the evaluation and will confirm the amount that the device will be traded-in for.

12.2 The IMEI of the device is displayed in the Device Identifier field at the bottom of the evaluation

questions, click on the Verify button.

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If the Device Identifier is valid, click “Continue”

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13 TRADE-IN CONFIRMATION

13.1 To conclude the transaction, complete the customer’s details as.

NB all * are mandatory fields to be completed

13.2 Enter the IMEI number for the new device and click “Confirm Transaction”.

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13.3 The IMEI will be sent to Checkmend and TransUnion for any record of the device being

blacklisted.

 If the device is blacklisted, the trade-in price will be reduced to zero.

 If the device has FMIP activated, the trade-in price will be reduced to zero

 The trade-in price is reduced to zero, the consultant will not be able to continue with the trade-

in and must offer the customer an alternative deal.

13.4 The trade-in is now successful, the trade in confirmation T&C’s will populate, print three

copies.

 One copy to be wrapped around the traded-in device

 Second copy to be issued to the customer

 Third copy attached to in store paperwork

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14 CREATING A PACKAGE

14.1 All devices that have been traded-in are required to be packed and shipped on the trade-in tool,

it is advisable to create packages of devices traded-in timeously.

14.2 Create new package. Go to menu Shipping > Create new Package.

 Tick the box next to each device or devices that need to be packed > Select Create

14.3 Additional devices can be added to the package by selecting Add Device

14.4 To complete the package select Create

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14.5 Packing list has been created successfully, copy of the package confirmation to be printed and

placed with the traded-in device or devices (depending how many devices were selected for the

package) It is vital that this document is sent off with the box as it contains a list with all the

details of the devices that should be in the box.

15 CREATING A SHIPMENT

Once the devices have been packed, a shipment needs to be created

15.1 Go to menu Shipping > Packages

Tick the box of the package to create a shipment, take note of the status reflecting as

‘Packed’

Select New Shipment

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15.2 Rename the shipment if required, the pop up also displays the package and number of devices

in the package that will be in the shipment.

15.3 Shipment waybill has been created successfully, copy of the shipment waybill confirmation to

be printed and placed in the box of traded-in devices to be shipped with the courier.

15.4 Shipments created can be viewed in the Shipping menu > Go to menu Shipping > Shipments

15.5 Status reflecting is ‘Ready’

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16 RAM COLLECTION ORDERING PROCESS

16.1 To book a collection for RAM, navigate to the following URL: http://portal.ram.co.za/

16.2 LOG IN

Use the CustomerID, Username and Password provided

Click on ‘Individual’

16.3 Book a Collection

Once logged in click on the following to book a collection

 RAM Shipper

 Consignments

 Add New

Complete ‘Shipper’s Reference’

 Use the Shipment Identifier number(Waybill Number Created in Regener8)

 from the trade-in tool Ensure ‘Express Road’ is selected for Service

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 Additional Requirements section can be skipped

 Sender details > Sending store address details will populate

 Receiver > Always to populate Regener8’s address

To populate the Receiver address click on > Find

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 In the Name field, type in REG > Search

Regener8’s address will populate > Click Select

16.4 PARCEL DETAILS

Input the details of the package (suggested dimensions phone 12 pcs 20cm x 20cm x 20cm)

Input the Parcel Reference > Use the Trade-in shipment identifier (Waybill Number Created in

Regener8) again

Click on the sign and save

16.5 Place a printout of the RAM waybill document in the box of the devices to be sent through to

Regener8

Your collection has now been successfully booked and ready for collection by RAM

17 CANCELLING A TRADE-IN

17.1 What does cancelling a trade-in do?

 Cancelling a trade-in releases the IMEI of the device being traded in, the device becomes

available and can be traded-in on the tool again

 Cancelling a trade-in on a campaign, releases the IMEI of the new device purchased on the

campaign to be used again

17.2 When should a trade-in be cancelled?

 If a consultant has made an error on the initial trade-in

 If the customer changes their mind, and requests their device back

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  If the customer purchases a new device on a campaign and changes their mind for a

different colour or capacity. The initial device purchased needs to be swapped out

NB: On a campaign offer, if the trade-in is NOT CANCELLED, and the device is sold to a

different customer, the IMEI will show up as ALREADY USED!

17.3 How to cancel a trade-in transaction. Go to menu Reports > Trade-in /Store

17.4 Select the trade-in ID that needs to be cancelled by ticking the box > Click Cancel

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18 TRADE IN REPORTS

18.1 In menu go to Reports > Devices > Vendor

18.2 Allows you to:

 Follow the performance of the agents

 Access historical sale confirmations

18.3 Explanation of report headings;

Deal ID: Identifies the device traded-in in the beginning of the process

Device Identifier (IMEI): IMEI of the device traded-in

Product Name: Make and model of the device traded-in

Store: Store where the trade-in transaction was done

Grade: Condition of the device upon being graded at trade-in

Client Price: Value of the device traded-in excluding VAT (15%)

Deal Date: The date on which the device was traded-in

Package ID: Package number

Package Identifier: Once a package has been created, confirmation of package

Shipment Identifier: Once a shipment has been created, confirmation of the shipment waybill

Item Group: Identifies what was traded-in (devices, accessories etc.)

Status: Indicates the cycle of the traded-in device, registered, packed, shipped etc.

18.4 Explanation of Status’s

Registered: The trade-in device has been captured onto the trade-in portal

Packed: Package has been created for trade-in device

Shipped: Shipment has been created, awaiting courier collection or with courier

Delivered: The shipment of devices has been received by the warehouse

Processed: Identifies that the shipment of devices has been accepted / captured by the warehouse

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