T-Mobile Device Returns and Policies Study Set

This set covers vocabulary and policy details regarding T-Mobile device returns, exchanges, restocking fees, and account management roles based on the lecture transcript.

14 days

The standard return window for devices purchased in a retail store where the customer walks out with the equipment.

20 days after the ship

The return period for devices ordered through Care or shipped directly to the customer.

90 days

The extended return period format specific to Costco, which is longer than retail, store-in-store, and Care formats.

Restocking fee

A standard T-Mobile fee for in-store device returns on open devices that helps cover the loss in value; the amount depends on the cost range of the device.

$$70$$

A specific restocking fee amount mentioned for open devices returning within the buyer's remorse period.

Physical damage

A condition including water damage inside the device that makes a customer ineligible for a buyer's remorse exchange.

No install

A cancellation type that must meet three requirements: activated without equipment purchased, no service used, and activated without the customer's full or complete knowledge.

MACN

The specific code used to process a no-install cancellation.

Experience store

The only store format that has the system capability to perform a no-install cancellation in-store.

BRP (Billing Responsible Party)

The account holder who is the only individual authorized to perform specific actions like build cycle changes, account type conversions, and adding or removing authorized users.

Authorized user

A person at least 18 years old added to an account who can perform device upgrades using EIP after the account has been active for seven days, but cannot generally cancel lines except for no-installs.

Trade-in device

A device that a customer cannot get back once it has been processed, even if they return the new device purchased during the transaction.

Memos

The documentation in Remo that experts use to note that terms, conditions, and specifications were discussed with a customer to prevent future escalations.

Shipping fee

A cost for mailing a phone that is generally non-refundable by policy, though exceptions may be made with manager approval and an NTID password.

Store locator

The tool used by Store-in-Store (Sam's Club or Costco) experts to find the nearest Neighborhood Experience store to assist customers with physical returns.