Frequently Asked Questions

Tech

How does GreenPhone work?

Using GreenPhone is simple!

We’ve worked hard to make GreenPhone as easy as can be for you. To find out the GreenPhone Value for your item, just follow these steps:

Step 1:

  1. Choose the item you want to sell. Then, indicate the quantity.
  2. Put the item in your cart by clicking on “Sell” button.
  3. Repeat the above operation for each model that you want to sell.
  4. Checking your cart validate the sale by clicking by clicking on the “BuyBack Cart Details” drop-menu.
  5. Finally, click on the “GET PAID” button.

Step 2:

  • We offer free shipping on all buyback offers!
  • Send us your package by printing the shipping courier’s slip that we provide you at the closing of the sale.
  • This slip allows you to send us your package for free and safely with insurance.

Step 3:

  • The sale is finalized in a few days!
  • Your package is in good hands. As soon as your items arrive at our place, we inform you by e-mail. Our experts check your items very meticulously.
  • Our experts validate the state of your item according to our buyback criteria.
  • A definitive offer of your buyback offer is communicated to your account.
  • All you have to do is accept the offer and provide us an invoice on your account to receive your payment.
  • Payments are made by Wire Transfer, Transferwise or PayPal depending on your country of origin.

I can’t find my broken lcd model on your website, what do I do?

What we’re currently accepting is listed on our website.

If your item model isn’t listed, you can contact us for know if we can add it on our website.

Do you accept lost or stolen phones?

We cannot accept lost or stolen phones under any circumstances.

We use a database called CheckMEND which provides us with the history of your phone. If it has been registered lost or stolen, we cannot accept it.

CheckMEND is a cutting-edge tool designed to more accurately detect potentially stolen goods, including smartphones, tablets and computers. Developed by Recipero, the largest worldwide consumer electronics background report service, CheckMEND compiles data from major wireless carriers, law enforcement and insurance companies across the country (including the police) to provide the most complete database of lost or stolen devices.

How do I find out how much my items is worth?

Just go to the product page of your article, you will see the price of the article for each criteria of buyback!

How long is my price valid for ?

The Valuation offered to you by us is valid for fourteen (14) days from the date that you place your order, subject to your Items passing our Quality Assessment.

What happens to my item(s) once you receive it?

Here are the different stages of treatment of your parcels:
– Receipt of the parcel
– sorting the package
– Transfer of the package to our test center
– Parcel testing by our experts
– Sending the buyback offer to the customer
– Acceptance of the buyback offer by the customer
– Payment of the repurchase made
These differents steps can take 10 days on average

How long does it take to have my item returned?

Once you’ve rejected the revised offer, your item will be dispatched within 45 days.

I have declined the revised offer, what happens next?

if you reject the offer of buyback, your products will be returned to you within 45 days. shipping costs will be at your expense.

What happens if I refuse the offer of buyback for some of the products in my package but I accept the offer for the rest of the products?

In the event that you only partially accept our buyback offer, we will then only buy the products whose redemption estimate is right for you. The rest of the products will be returned to you according to our standard procedure of return.

Payment

How long will it take to get paid via direct bank transfer or PayPal?

Payments are made by transfer, Paypal or “wise transfer” depending on your country of origin, it takes place as soon as you have made the request.
The risk of a bad reference due to incorrect bank details is yours. Depending on the bank and the country, payments will be credited to the bank account of your choice within
2 to 7 business days; in case of transfer abroad, the costs are your responsibility. We invite you to check with your bank for any fees related to your transfer. Transfers to French bank
accounts are free.

What happens if I haven’t received my payment?

For a direct bank transfer or PayPal payment, if it’s not received within 3 working days from the date it was transferred then email us and they’ll be able to assist you.

If your payment has failed due to incorrect details, we will also contact you to verify your bank details.

My items have arrived, how long before they’ve passed through quality assessment?

Here are the different stages of treatment of your parcels:
– Receipt of the parcel
– sorting the package
– Transfer of the package to our test center
– Parcel testing by our experts
– Sending the buyback offer to the customer
– Acceptance of the buyback offer by the customer
– Payment of the repurchase made
These differents steps can take 10 days on average

My payment details are wrong, how do I change them?

If your payment details are incorrect then please contact our customer  service and they’ll be able to assist you.

BuyBack Status

Can I cancel my order and have the items returned?

Once your order reaches us, you have the option to cancel the order.Your package will be returned within 45 days and shipping costs will be at your expense.

How do I check up on the status of my orders?

From your account dashboard you can view your recent orders, manage your shipping and billing addresses, and edit your password and account details.

Sending

How long will it take for the items to get to you?

The products reach us within a period of 1 to 5 days depending on the country of origin of the package and carriers available.

What is my tracking number and what do I need it for?

The parcel tracking number is an alphanumeric code. This is the identification code that will allow you to track online the progress of the delivery of your package.It will be sent by email on your GreenPhone space. If you have a problem with yours, please contact our customer service for assistance.

Do you have a limit of package weight and size?

Not all carriers set the same weight and package size limits. You will find below the details of the dimensions accepted by GreenPhone’s partner carriers.

Chronopost:

  • Maximum dimensions: Length = 150 cm or Length + circumference * = 300 cm.
  • Minimum dimensions: 22.9 cm x 16.2 cm (C5 envelope)
  • Maximum weight: 30 kilograms

Colissimo:

  • Maximum dimensions: Length + width + height = 150 cm with Length = 100 cm
  • Minimum dimensions: Height = 1 cm
  • Maximum weight: 30 kilograms

FedEx Express:

  • Maximum dimensions: Length = 274 cm, Length + circumference * = 330 cm
  • Minimum dimensions: no restrictions
  • Maximum weight: 68 kilograms

UPS:

  • Maximum dimensions: Length = 270 cm, Length + circumference * = 419 cm
  • Minimum dimensions: no restrictions
  • Maximum weight: 70 kilograms

DHL Express Worldwide:

  • Maximum dimensions: Length = 300 cm
  • Minimum dimensions: no restrictions
  • Maximum weight: 70 kilograms

* The circumference is (2 x width) + (2 x height).

What send options do you offer?

What send options do you offer?
All of our send options are completely FREE to use!

the shipping option is automatically proposed when placing your order according to your country, package measurements and carriers available. We work with all the most renowned carriers such as: UPS, DHL, FEDex, Colissimo…

for more information about our offer of shipments see the page “ship for free”

Are my items insured on there way to you?

you do not have any shipping cost thanks to the label of expedition that we provide you. Simply put your parcel at a post office. Your parcel is insured by GreenPhone from the carrier. In case of loss or theft of the parcel during the transport, a request for reimbursement up to the value of the parcel is sent to the carrier.

My tracking says that you've received my order. Why haven't you processed it yet?

please see :What happens to my item (s) once you receive it?

Do you still offer a courier service to collect my items?

We offer a free courier service to customers.

All of our send options are completely free and fully insured.

Do I pay for postage when sending my items?

All of our send options are completely FREE to use!

When you’re completing your order, you will be offered the relevant option(s) based on the contents of your order.

With all of our send methods, your items are FULLY INSURED!

Can I use the same label more than once?

If you’re sending more than one box, you’ll need a new label for each.

Account

Where am I able to find my Order Number?

You can find your Order Number in any of the emails that we have sent to you relating to your order. Once you have completed your order, you will receive an Order Confirmation email. This email will contain your order number.

How do I change the email address registered to my account

Because we use your email address as your username, for security purposes you will need to contact our customer service team and they will be more than happy to help!

General

Is the price quoted the value I will get?

the amount of the basket displayed when you place your redemption order is only an estimate. The actual price of your products will be given to you only once the goods have been examined by us.

What is the minimum/maximum number of items I can send to you?

We have no limits before. Please note that your order must be worth more than £ 5.

Can I contact Customer Service during Bank Holidays?

Can I contact Customer Service during Bank Holidays?
Unfortunately, our phone lines are not open on bank holidays, however you can contact us via live chat. Our live chats operate from Mon – fri between the hours of 9am – 5pm.

Ready?

Are you a professional with a mobile phone repair shop? An individual or enthusiast who regularly repair mobile phones? A company that specializes in refurbishing mobile phones? Are you ready to sell your broken LCDs, Motherboard or used iPhone, Samsung, Huawei? So, be sure that GreenPhone buys your used products to make the Planet Happy!