Problem with In-Store trade-in

Hi, recently I tried to trade in the video game Batman: Arkham Knight at my local store (Store 560). The associate at customer service informed me that it was only available to trade-in online and not in-store. Is this true? Are there actually items that can only be traded in online? Or was she just not able to find the game in the trade program? If it is only avaiable for traded in online that is extremely frustrating because I'm not getting my GCU bonus as well as having to pay for shipping.

I tried calling and they refuse to try to look it up over the phone. My copy of the game doesn't have a barcode on it (because it was in the CE). She tried to look it up manually, couldn't find it, gave up, and told me it was only available to trade in online.
I asked if her if she was sure. She then tried looking it up again, this time becoming noticeably annoyed, to the same result and told me again it was only available to trade online. So I walked took my game and frustratingly walked out of the store.
Alas, I might just have to go to Gamestop or a local pawn shop.

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Problem with In-Store trade-in

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