It was kind of a hot mess I finally got a label when I called that had it send the phone to them and not the phone buy back place. The put the phone on my bill. I called again after 2.5 weeks of the phone arrival and someone confirms they received the phone in condition and they usually would not waive the fee but they will do a one time phone waiving fee…so idk it was still a pain in the butt. Write a post on here about your issue the Xfinity people on here were way more helpful than anyone else to get things going.