Frequently asked questions

General questions
What is the Microsoft Store Trade-in for Business Program powered by CExchange?
The Microsoft Store Trade-in Program for Business customers powered by CExchange lets you convert your old devices into cash.

Just answer a few questions regarding the brand, model, and condition of your used products. CExchange will provide an appraisal that reflects a fair estimate of your device’s condition and value.

After finalizing your device information, sign in to or create a CExchange account. Be sure to include all relevant contact and shipping information. For trade-ins of 20 or more devices, CExchange can provide customized shipping and handling services. Email sales@cexchange.com or call 1-800-351-6864 for assistance.

Carefully pack and ship your devices to CExchange within 15 days of trade-in approval. CExchange will inspect your devices against their appraisal details and communicate any discrepancies or changes in value before issuing payment, which occurs within 15 days of finalizing this process.

If your used products isn’t eligible for trade-in, you can still recycle it. For help with recycling or otherwise disposing of a used products, check out Microsoft’s end-of-life management and recycling resources available in your region.

You can read the full Microsoft Store Trade-in Program terms and conditions here.
Who is CExchange?
CExchange is a U.S.-based company that specializes in consumer electronic trade-ins. It’s run the Microsoft Store Trade-in Program since 2011.
How do I get paid after completing my online trade-in?
Once your devices have been received and evaluated, CExchange will issue a payment via check issued within 15 days finalizing the trade-in process.
How do you determine the trade-in value of a used products?
CExchange has more than 12 years of experience refurbishing and reselling consumer electronics. CExchange assesses trade-in industry standards daily to ensure you get a fair and competitive price on your used products.
What if I have more questions?
You can contact CExchange Customer Service by email at CustomerService@cexchange.com or by phone at 1-800-351-6864 (8 am – 5 pm CT). For trade-ins of 20 or more devices, CExchange can provide customized shipping and handling services. Email sales@cexchange.com or call 1-800-351-6864 for assistance.
Can I log into this trade-in site with my Microsoft account?
The Microsoft Store Trade-In Program Powered by CExchange site is completely separate from Microsoft.com. Your user login or credentials from one will not carry over to the other, and are in no way tied together. When you process a trade-in transaction on this portal, you will need to register with CExchange, even if you come to this site after having logged into your Microsoft account.
What are the eligibility requirements of a trade-in device?
To qualify for the “Working” condition trade-in value, be sure to follow these guidelines before sending your used products to CExchange:

• Ensure your device can power on
• Ensure the screen of your device is intact without any cracks
• Ensure all physical keys, buttons, and touchscreen interfaces respond to user input
• Disable and remove any anti-theft locking software on your device
• Ensure to include all accessories stipulated by the trade-in appraisal process, such as power supplies

Once CExchange receives and evaluates your used products, you’ll be sent an email confirming your device’s trade-in status. As long as the condition of your device meets the above criteria, you should expect to receive payment within 15 days eligibility confirmation.
What happens to my used device?
After inspection and any data removal, CExchange will try to find your used products a new home using official Microsoft-approved resale channels. If for some reason your used products cannot be resold in working condition, CExchange will recycle it in an environmentally responsible way using Microsoft-approved partners.
What happens to the data on my used products?
While we highly recommend you erase all your personal data on your used products before you ship it to CExchange, the processing facilities used are ISO- and R2-certified in data removal and comply with the highest standards in the industry. Any personal data found during inspection will be erased immediately and your device will be factory reset. Phone: 1-800-351-6864 (8am–5pm CT).
Trading in your device
What types of used devices are eligible for trade-in?
The types of devices eligible for trade-in through the Microsoft Store Trade-in Program are updated from time to time by CExchange. You can check out the current list of eligible trade-in devices here to find out if your used products qualifies.
My used device doesn’t qualify for a trade-in. What are my options?
CExchange can only issue a trade-in rebate on eligible used devices. All eligible devices are listed in the product catalog section of the Microsoft Store Trade-in Program powered by CExchange portal.

If you need help with recycling or otherwise disposing of a used device, you can check out Microsoft’s end-of-life management and recycling resources available in your region.
Which carriers do you use for shipping?
CExchange offers prepaid shipping labels for FedEx to customers within the United States.
What happens if my used products don’t match the condition I described?
If CExchange determines that the condition of one or more of your devices doesn’t match the information you provided during the online trade-in process, we will reach out to you to review the discrepancies and any correspondingly revised trade-in values. If you accept the new value or don’t reply within 7 days, CExchange will continue with the trade-in and either issue the new amount to your payment method or, if your device is determined to have no resale value, recycle your used products at no charge.
Can I cancel my trade-in before I ship it to CExchange?
You can cancel your trade-in by simply not shipping your used products to CExchange. You can choose to accept the new offer and ship your device to CExchange at that time or you can choose to reject it. If CExchange doesn’t hear from you within 7 days after issuing the new offer, CExchange will continue with the trade-in and either issue the new amount to your payment method.
Can I cancel my trade-in after I ship it to CExchange?
If CExchange receives your used products and it passes trade-in requirements, CExchange assumes immediate ownership and can no longer return the device.
What should I do if I completed my online trade-in process but haven’t received any updates?
If you don’t receive an email from CExchange within 24 hours of completing the online trade-in process, check your email account’s junk or spam folder. You may also want to check your trash folder; in case a message was accidentally deleted. If you still don’t see an email, please contact CExchange Customer Service: E-mail: CustomerService@cexchange.com Phone: 1-800-351-6864 (8am–5pm CT).
Shipping your device to CExchange
I finished the online trade-in process. How much time do I have to send in my used device?
After you’ve completed the online trade-in process, you have up to 15 days to pack and ship your used device to CExchange using the prepaid shipping label.
What happens if I don’t send in my used device?
You can cancel your trade-in by simply not shipping your used device to CExchange. If you send in your device lather than 15 days from the time you complete the online trade-in process, CExchange will email you a new appraisal value. You can choose to accept the new offer and ship your device to CExchange at that time or you can choose to reject it. If CExchange doesn’t hear from you within 7 days after issuing the new offer, CExchange will continue with the trade-in and either issue the new amount to your payment method.
What do I do after I get my prepaid shipping label?
Once you’ve transferred your personal data and reset your used device, securely pack your device with the trade-in confirmation printout and any stipulated accessories. Affix the prepaid shipping label to the box and drop it off with your selected shipping carrier (FedEx or UPS) within 15 days of completing the online trade-in process.

Note that your trade-in confirmation printout can be found on the Order Summary page, above the shipping label. If you aren’t able to locate this page, a printout of an email confirmation from CExchange will also work.
Can I use one FedEx shipping label for multiple packages?
No, it is strongly preferred that you use separate FedEx labels for each box. Assuming your shipment requires more than one box, you will have the ability to indicate which products are being shipped in which boxes during the online checkout process. This portal will thereby use that information to generate as many separate FedEx labels as your shipment has boxes. It is important that you affix the correct FedEx label to the corresponding box, so that CExchange can accurately reconcile the contents of your shipment upon receipt.
What accessories do I need to ship to CExchange with my used products?
Simply ship the accessories specified during the appraisal of your device. Generally, this means just including the power supply unit (charger) for your device.