Frequently Asked Questions

General

Who is Deviceupgrades.com for?

Deviceupgrades.com is for brick and mortar shops and repair facilities who wish to offer quality replacement devices without having to invest in purchasing devices themselves that may not sell. Deviceupgrades.com is a warehouse of devices that is virtually accessible for you to sell devices to your customers and set your own profit margins.

Can I buy devices to stock my store?

Yes – There is a bill to store and ship to store option at checkout.

Finances

If I buy devices to stock my store will I be charged tax?

If you select bill to store, taxes will not be charged since this is considered a wholesale transaction.

Are there other fees involved?

Yes – There is a credit card processing fee charged from Stripe. This is non-refundable in the event of a return. This fee is automatically included in the cost shown on your dashboard. This helps protect you and your account from going negative in the event you need to provide your customer with the best possible deal.

When will I be billed for the subscription fee?

Subscription fees will be taken out on the first of every month.

How much does the subscription fee cost?

The subscription fee is $19/month billed on the first of every month.

Do I have to have a subscription to sell product?

Yes – an active subscription is required to access the storefront and sell devices.

What payment options are available?

Deviceupgrades.com uses Stripe to process all payments. Credit card is the only form of acceptable payment.

What if my customer wants to pay cash?

Since credit card is the only payment type accepted, if it is in your company’s ability, you could process the purchase to the store credit card and then charge the customer through your store’s POS system – this method would not charge tax since it is a wholesale transaction.

Can I use a different card for my subscription and my registered store card?

Yes – You can use the same or different cards.

Who is responsible for reporting taxes on sales?

You are – In this situation, the sale is happening on your end and in your state. It is important that you enter in the correct tax rate for your location in the preferences tab on your dashboard. The taxes will be added to the sale and deposited into your Stripe account. It is your responsibility to report all sales tax.

Account Management

Do I have to have a Federal EIN number to sign up?

Yes – This is required for verification purposes and a soft credit check in Stripe.

How can I cancel my subscription?

Under the subscription tab in your dashboard there will be a button to cancel your subscription. This will cancel the auto-renewal and you will have access to the storefront until the beginning of the next billing cycle.

During the Stripe setup, I accidentally chose the wrong option and now I cannot go back, what should I do?

Please contact us using the Contact Us form. Clearly indicate your company name and at which step the mistake was made. We will be able to manually reset the application process with Stripe. Please be aware this may take 5-7 business days to reset.

I finished setting up my Stripe account, but I still have a message that it’s not complete yet, what should I do?

If you have only visited the Stripe page once, then you will need to go back and complete additional information. Just click on the Stripe tab in your dashboard and it will allow you to continue. If you have gone through all 3 visits to Stripe, please note that it may take up to 24 hours to obtain approval from Stripe. Continue checking back to see if your account has been approved. If you are still having issues, please Contact Us.

Dashboard

I can adjust the value and the percentage markup, but can I just set the price I want to sell for?

Yes – In the dashboard under the Items and Markup tab, you can click on the “Total Price” to edit the price. Please note though that you cannot go below the cost of the unit (for obvious reasons!)

I updated the markups on the dashboard but none of my changes saved - what happened?

Please be sure to click on the “Save” button, or else none of your changes will be saved!

Can I add users for the employees in my store to process sales?

Yes – You can manage your users on the “Users” tab in your dashboard. When a user is added, an email will be sent to them to create a password.

How many users can I add?

There is no current limit on how many, however we recommend keeping the quantity of users to a minimum to avoid any issues.

What are the different types of users?

There are Admin and User levels. Admin will allow full control and access to the dashboard, the User level will only allow access to the store page.

My employee only has a user account but needs to adjust the markup of the device to accommodate a sale, how can they do this?

When the device(s) are in the cart, you can click the “Edit Price” button. Here you can adjust the markup by either lowering or raising it depending on the situation. Please be careful with this so that the customer does not see the employee making these changes!

Orders

My customer told me they lost the email for their order, how can I resend this?

On the orders tab in your dashboard, click on the order in question and click on Resend Order in the top right hand corner.

What are my shipping options?

Currently we only offer free standard shipping. Shipping can take up to 5 business days depending on the location of the recipient and the carrier.

Returns

How can I return a device if there is a problem with it?

Returns are initiated in the orders page. Find the order and open it up in the dashboard. In the top right corner there will be a button that says return. Click there, fill out the information and click submit. The customer should receive a return shipping label via email in 1-2 business days. Once the device arrives at the deviceupgrades.com facility the device will be inspected to ensure there is no indication of customer abuse such as cracks, chips, damage, liquid damage or activation locks such as FMIP, FRP, or Google account lock. If there is no customer abuse or lock on the device, a refund will be processed. It typically will take anywhere between 1-3 days for this to be processed.

Can my customer return a device without my help?

Currently all returns must be initiated by you from your dashboard.

How long is the warranty?

Deviceupgrades.com offers a 90-day warranty on all devices.

Can my customer exchange their device for a similar device?

Deviceupgrades.com does not offer any way to exchange a device. If your customer would like another device, please return the previous device and purchase a new one.

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