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user_nikkib
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2 Messages

Monday, September 29th, 2025

Trade in return label issue

I recently upgraded from my iPhone 15 Pro to the new iPhone 17 Pro through Xfinity Mobile’s trade-in program. Everything went smoothly with the upgrade, but I’m having trouble completing the trade-in. The email Xfinity sent me included a link to print out the shipping label for returning my iPhone 15 Pro, but when I click the link it just opens a blank page. I’ve tried on both my phone and computer with no luck. I even called Xfinity customer support, but unfortunately they weren’t able to help me with the issue. Since I need to send the device back in order to receive the monthly bill credits, I don’t want to miss the return deadline. Has anyone else run into this problem, and is there a way to request a new return label or get it resent? I really don’t want to lose out on the trade-in credits. Thanks in advance for any help!

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8 days ago

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x6i7mjx9q

New Poster

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8 Messages

9 days ago

I had the same issue, web chat and phone chat were not very useful. Finally I logged into my xfinity mobile account (xfinity.com/mobile) and printed it from there, go to devices and there should be a link to your trade-in and it'll generate the return label.

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XfinityKassie

Official Employee

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2K Messages

8 days ago

 

user_nikkib Good morning, and welcome to our Xfinity Forums Community! I'm sorry to hear you are running into difficulties with your return label. Are you able to try the steps suggested by the other member to see if that works for you? Please let us know if that doesn't work so we can assist you in getting a return label. 

 

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user_nikkib

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2 Messages

after speaking to customer service via phone and chat whom both were no help at all, other than putting in ticket and failing to tell me and giving the wrong expectations on a resolution. 

with the intention of canceling the mobile service. I decided to visit Xfinity store, where they were able to provide adequate and reliable information. They were able to save the account and print off my label. 

your chat and phone customer service is lacking customer service skills and uses the stores as a crutch. 

overall, yes I got my return label and my trade-in was sent out yesterday. I appreciate your follow up on this forum. 

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8 days ago

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XfinityKassie

Official Employee

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2K Messages

 

user_nikkib Thank you for the update! I'm glad to hear you were able to get the support you needed from our service center to resolve the issue. We are looking into the return label concerns, and appreciate you giving us the opportunity to get you what you needed before cancelling services. If you should need any assistance in the future, we are here 7 days a week to assist you. I hope you have a fantastic rest of the day! 

 

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8 days ago

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