You can easily track the status of your sale in real time, via the MySwappie self-service portal.

• Log in using the email you used when submitting the sales form.
• Go to My Order to view each step of your sale—from the dispatch of the sales kit to the inspection and payment stage.

Once your phone arrives and is unpacked, here’s what happens:

Confirmation Email: You’ll receive an email confirming that your phone has been received. If you don’t see it, check your spam folder or contact us.

Inspection: Your phone will be inspected within 2–3 business days to verify its condition.

Price Confirmation or Adjustment: If everything matches your original description, payment will be processed within 2–3 business days. If we find differences, we’ll email you with a new price offer—you can choose to accept it or request your phone back at no cost.

Use MySwappie at any point to check what stage your phone is currently in.

Once your phone arrives at Swappie, our technicians inspect it to verify its condition. If it matches your original description, the final price will remain the same. If there are discrepancies—such as additional scratches, dents, screen damage, or battery wear—we’ll update the price accordingly. You’ll receive an email with the revised offer and can choose to accept or reject it.

If the condition of your phone differs from what was described in your sales form, Swappie will send you a new price offer by email. You’ll have the option to either:

• Accept the new price and proceed with the payment.
• Reject the offer, in which case your phone will be returned to you free of charge.

If you’re not happy with the updated price offer, you can reject it by replying to the email and requesting your phone to be returned. Our Customer Support team will arrange the return at no additional cost to you. We can also share inspection photos and explain the reasons for the price adjustment, if needed.

Yes! If you reject the adjusted offer, just reply to the price change email. We’ll return your phone within a few business days. No shipping costs will be charged.

Once Swappie inspects your phone and confirms it matches your original description — or once you accept the adjusted price — we’ll issue your payment confirmation within 24 hours. Depending on your bank or payment provider, it might take 1-5 business days for the money to appear in your account.

If your payment hasn’t arrived within 5 business days of confirmation, here’s what to check:

• Make sure the payment method you entered during the sales form (e.g., IBAN or PayPal) was correct.
• Check your email inbox for any messages from Swappie requesting updated payment details.
• If you selected PayPal as your payment method, make sure you’ve accepted the payment in your PayPal account after receiving the payment confirmation email.
• If something seems off or you haven’t heard from us, contact Customer Support with your sale number, and we’ll look into it for you.

You’ll receive your payment via the method you selected when filling in the sales form:

• Bank transfer (IBAN): The payment will be sent directly to the bank account you provided.
• PayPal: The payment will be sent to the PayPal email address you entered. Please make sure to accept the payment in PayPal after you receive your payment confirmation email.

These details aren’t visible in MySwappie, so if you need to double-check or update them, please contact our support team.

Yes — if you have not accepted the price or received a payment confirmation, you can still cancel the sale. Please reply directly to the price confirmation email or contact our Customer Support team as soon as possible to request a cancellation.

Once confirmed, we’ll return your phone to you free of charge.

If the payment has already been processed, the sale is final and can no longer be canceled.

No problem! If you canceled your sale or didn’t proceed with shipping your phone to us previously, you can simply submit a new sales form whenever you’re ready to try again. Just remember:

• The new offer will be valid for 14 days from submission.
• You’ll receive a brand new price estimate.

If you request to cancel your sale before final payment is issued, we’ll return your phone within a few working days after confirming your cancellation. You’ll receive a confirmation email when the phone has been shipped back to you, along with a tracking number.

If you reject the new price offer, you’ll receive a confirmation email containing the new return tracking link, as soon as your device is packed, and ready to be shipped back.