topic Re: Trade in complaint in Orders

Trade in complaint

Littlelilo80 — Sun, 13 Sep 2026 13:42:17 GMT

I didn’t independently choose Royal Mail and sent an expensive phone using likewize postage label.

Where in the instructions supplied with my trade-in pack did it state that the prepaid Tracked 48 label had to be handed over at a Post Office rather than placed in a Royal Mail postbox? I have complied with the return instructions supplied by Likewize and expect them to resolve the loss rather than remove trade-in credit.

EE/Likewize:

arranged the trade-in;
provided the returns packaging;
provided the prepaid Royal Mail label;
chose the postal service;
gave instructions for returning it;
and, according to EE, the trade-in is insured using that prepaid returns pack

i am livid. Royal Mail have said the letter box would have been emptied so it’s clearly not been scanned and likewise haven’t received. Royal Mail are saying they can submit a claim to Royal Mail but likewise saying ‘oh it can’t be tracked’ Where do I go from here before I go into EE and lose my mind because why on earth would they do business with a business that recommends posting the package in a red letter box if this is what happens, despite it being ‘tracked’

Re: Trade in complaint

Rach_H — Mon, 14 Sep 2026 09:35:16 GMT

Hi @Littlelilo80,

Welcome to the Community!

I'm sorry to hear about what has happened here, and I can understand how upsetting this must be for you. We do not have account access here on the Community, but we do have other options available for you to raise a complaint.

Rach

Re: Trade in complaint

chistery — Mon, 14 Sep 2026 11:47:09 GMT

The Trade in FAQ says

Your device is insured up to £150 with our label, we advise taking additional insurance for devices of higher value.

It's the same with most of the trade in companies. If you are sending a high risk item it's probably not covered by loss unless you pay for special delivery. If you don't even have proof of posting as you used a parcel box then I can't see any claim being successful.