Visitor
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1 Message
Trade-In Lost in Transit by USPS - Need Promotional Credit Applied Manually
Hi everyone,
I am looking for assistance from an Official Xfinity Employee to help resolve an issue with my mobile trade-in.
I shipped my trade-in device using the prepaid Xfinity shipping label provided to me. The package was officially dropped off and scanned by USPS on July 13, 2026, at 12:38 PM at the Woodbury, NJ 08096 post office. The tracking status states: "Your item has left our acceptance facility and is in transit to a sorting facility."
Unfortunately, the package has been completely stuck at this status for 20 days and appears to be lost in transit by USPS.
Because I used Xfinity's designated prepaid carrier and have official proof of an acceptance scan showing the device was turned over on time, I need help ensuring my automated trade-in window does not expire. I would like an agent to review my tracking proof and manually apply the promotional device discount to my account.
Thank you for your help, and I look forward to a private message to share my account details.
XfinityMelinda
Official Employee
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285 Messages
6 hours ago
Hello @user_ndjob0! Appreciate you reaching out to us on our Xfinity Community Forum and for following our trade-in process as instructed. We can certainly understand your concern, especially after promptly shipping your device and seeing the package remain in transit for an extended period.
For reference, our customers have 21 days to ship their trade-in device after receiving the trade-in instructions. You can learn more about the process and track trade-in status in our helpful link: https://www.xfinity.com/support/articles/track-trade-in.
We'd be happy to take a closer look at your account and trade-in details to determine the best next steps. Please send us a Modmail with your full name and service address, and we'll review the information with you. Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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