For instances where the trade is outside the normal higher version of the same model, higher model, or both we do end up discussing here if it makes sense for us or not. We are going to add the following paragraph to the Trade-up page to make this clearer.
"If your trade is not a simple higher version of the same model or an upgrade in models or both you can still fill in the details of what you would like to trade up and your new purchase and we will contact you if there are any issues."
That would be a good idea considering my order confirmation states there was no issue with the trade.
Save a customers time and money packaging up their return for shipping only to have to take it all back out again. Maybe having staff look at the orders promptly would also help, instead of customers having to play phone tag with your sales staff to find out order status several days after it was placed.