Sending in my iPhone was a simple process. I received updates and notifications via email as well as SMS to keep me aware of the process. I appreciated them sharing a video of the unboxing process to see that my phone arrived safely. There was an issue where they disagreed with the stated condition of my phone, but after I reached out to customer support I was contacted directly and we were able to sort it out. I really appreciated them calling me and making things right. I would suggest that they include photos any time they disagree with the stated condition of a phone, just to avoid confusion. I will definitely consider UpTrade again in the future.