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Trade-In phone condition


What are the requirements for phone condition when trading in? I have an s8+  that has a chip in the back bottom corner. The screen is fine, powers on and all ports work. The Verizon store told me I'd have to pay off the device because of the chip in the back. Is that correct? The device has had 13 payments made and is otherwise eligible for trade. Does the device have to basically be like brand new to trade in?

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