The Starting Point: A Trade-In Program Ready for Change
In July 2023, Fnac partnered with LoopOS to digitize and streamline its trade-in operations. Prior to this collaboration, trade-ins were managed solely in-store through a standalone system which limited scalability and the variety of devices FNAC could accept.
LoopOS introduced a unified and automated platform, enabling the launch of an online trade-in channel for iPhones and laying the foundation for future expansion.
Fnac and LoopOS: Building a Circular Retail Engine
With the success of the initial launch, Fnac expanded the trade-in program to include iPads, Apple Watches, MacBooks and later Samsung smartphones and game consoles. This was made possible through a unified system that maintained consistency across categories and channels.
By centralizing all trade-in steps, from customer submission and valuation to logistics and payment, our technology helped eliminate manual work and accelerate the program’s rollout. The streamlined infrastructure supported scalable growth while reducing operational complexity.
From Online to In-Store Rollout
After the initial success online, Fnac expanded the trade-in program to its physical stores. All locations in Portugal were equipped with the our system, ensuring a consistent process across all channels.
This rollout simplified operations for store teams and offered customers the same seamless experience whether trading in online or in person.
Accepting More Devices: Repair Partner Integration
Fnac is now able to accept devices in worse condition, including cracked screens and signs of heavy wear, thanks to the integration of a certified repair partner directly into the platform. This upgrade made it possible to expand acceptance criteria, unlocking new product flows and recovery potential.
Thanks to this setup, these devices could be repaired and resold through Fnac’s Restart program, instead of going to waste. This change meant more devices were recovered, less waste was generated, and more customers could take part in the program, even if their devices weren’t in perfect shape.
How the Process Works
Here’s the journey of a device through Fnac, with LoopOS behind every step:
1. Submission & Instant Quote
The customer starts online or in-store and then our software provides an instant valuation based on product type and condition described by the customer.
2. Shipping or Drop-Off
Online customers automatically receive a prepaid shipping label and drop off their device at a CTT point. In-store, the device is collected immediately.
3. Evaluation & Grading
The device arrives at Fnac’s clinic or partner lab, where it’s assessed and graded.
Depending on the device’s condition, it is sent either to a Fnac clinic or to a specialized repair partner. There, the device is assessed and graded to determine the final offer.
4. Offer Adjustment (if necessary)
If the condition differs from the original submission, a revised offer is sent. If rejected, LoopOS automatically generates a return shipment.
5. Payment
Once accepted by the client, payment is processed immediately.
6. Refurbishment & Resale
Devices are repaired if needed and made available again through Fnac’s Restart program for refurbished tech.
Key Outcomes and Circular Impact
With the implementation of our platform, Fnac has scaled a fully digital trade-in program that covers smartphones, computers, smartwatches and tablets - transforming returned products into second life electronics ready for resale.
This shift not only reduces waste and extends product lifecycles, but also unlocks new circular revenue streams.
We also give Fnac complete oversight and control of its circular operations from customer interaction to logistics, validation and resale - acting as a key enabler of its digital circularity strategy.
Promoting Access and Affordability
One of the most meaningful impacts of the Fnac's use of LoopOS is how it supports accessibility. Through the resale of refurbished devices at significantly lower prices, the program helps remove barriers to technology for individuals and families with lower incomes.
These products - restored, tested, and covered by warranty, offer the same reliability at a fraction of the cost of new devices. By making high-quality tech more affordable and widely available, the trade-in and resale model contributes to greater digital inclusion and promotes equality in access to essential tools for communication, learning, and work.
Why Fnac Chose LoopOS
Fnac’s success with LoopOS comes down to five key factors:
- Unified system across all categories and channels;
- Fast turnaround with automation and logistics built-in;
- Affordability through operational efficiency;
- Scalability without heavy IT investment;
- Reliability through continuous platform support and integration with key systems.
These pillars allowed Fnac to lead in circular retail while ensuring profitability and customer satisfaction.
Circularity at Scale, Powered by LoopOS
The adoption of LoopOS allowed Fnac to modernize its trade-in operations, unify data flows and expand circular practices at scale. What began as a pilot quickly became a strategic capability, enabling Fnac to deliver value to both customers and the environment.
By consolidating logistics, refurbishment and resale workflows in a single platform, Fnac enhanced its operational agility while aligning with sustainability objectives.
Frequently Asked Questions (FAQ)
Why does Fnac accept damaged devices now?
Because LoopOS connects directly with repair partners, even devices with heavy wear or broken parts can be refurbished and resold - reducing waste and increasing recovery rates.
How does LoopOS support circularity beyond trade-ins?
LoopOS connects every step of the process: from customer submission and logistics to quality grading, refurbishment, and resale. It simplifies operations and enables companies like Fnac to scale circular programs without complex IT rebuilds.
What makes refurbished devices from Fnac reliable?
Every product goes through professional assessment, repair if needed and testing before resale. Refurbished devices come with warranty coverage - making them both affordable and trustworthy.
Is this model relevant only for big retailers like Fnac?
Not at all. Our software is modular and scalable, so smaller retailers and service providers can run circular operations through a flow adapted to their size and needs.
