What must you always do to a phone that is being returned?

When a phone is being returned, it is essential to erase all content and settings to protect the privacy and data of the previous user. This step ensures that any personal information, account details, and app data associated with the original owner are completely removed from the device. Factory resetting is a common way to achieve this, as it restores the device to its original state, eliminating the risk of any data breach or misuse of personal information.

While resetting the phone to factory settings is a necessary part of this process, the key action emphasized is the need to erase all content and settings, which would encompass performing a factory reset as part of a broader responsibility. This practice is important for maintaining customer trust and following company policy regarding device returns.

Updating the phone software is not a mandatory action when a phone is returned, nor is notifying a manager specifically tied to the process of preparing a returned device for resale or reuse. These actions, while they may be relevant in certain contexts, do not directly address the critical need to ensure that no sensitive information remains on the phone.