There are two main reasons your customer might receive a Buy My Ride offer rather than an upgrade:

1. Service-Only Customers: Customers categorized as service-only will receive a Buy My Ride offer if they fall within the dealership's Buy My Ride parameters. If they don't, they will be sent an upgrade offer.

2. Sales Customers: For sales customers, the system prioritizes sending upgrade offers as long as the offer fits within the dealerships parameters. If the customer's situation doesn't meet these automated upgrade parameters—such as specific trade-in conditions—they will receive a Buy My Ride offer instead.