Hi ​@thompson_2009  can I ask what has happened? Is it an order you have returned due to change of mind, is it faulty, is it a trade in handset?

I am assuming from the title you may mean a handset you have sent in to be traded in?

I bought a brand new phone on the contract and traded in my old phone and this is what they told me and sent it back the customer service I have been receiving is absolutely terrible I've had no cashback no vouchers nothing. I am incredibly disappointed.

I understand your disappointment ​@thompson_2009 

Are you able to share a snip of the information you have been sent?

This is all they said I have not said anything else except. failed third party authentication. They won't tell me why or what it means

Thanks ​@thompson_2009 

To protect the business, we perform a 3rd party verification test (Checkmend). Based on this outcome, we reserve the right to trade.

When a search is performed, it looks at property history records and can provide confirmation of item identity, tell you if an item is (or has ever been) recorded as lost, stolen, is a counterfeit, been cloned, had any insurance or warranty claims made against it etc. 

okay, well I brought the phone on a contract from ID so how on earth can the phones identity not be verified when I brought it from the company that says it’s failed verification, if that is correct then ID sold me a dodgy phone.

I have been waiting for over 2 weeks and still not had a reply, not heard anything about cash back or vouchers, nothing.

It's been over a month now and I've still not heard a single thing about my phone I mean this customer service is atrocious