Mobile Associate Post-Order Support and Payment Services

A collection of flashcards based on lecture notes regarding customer support procedures for device returns, shipping challenges, equipment financing, and billing arrangements.

Research Return

An investigation process used to track a device and confirm its presence in the warehouse if it was returned outside the buyer's remorse window or not automatically credited.

IVI/IMEI

A unique identifier and tool used by leaders to track and confirm if a specific device has been received at the warehouse location.

UPS My Choice

A carrier-specific account service that allows customers to change delivery addresses or select the option to hold a package at a carrier location before delivery attempts.

Equipment Credit (EC)

The finance line of credit extended to a customer that determines the amount they can finance and whether a down payment is required based on their credit rating.

Temp Double on the EIP

A leadership-approved temporary doubling of the equipment credit on an Equipment Installment Plan to allow a customer to reorder a device that was marked undeliverable.

P360 (Protection 360)

A comprehensive protection plan that covers accidental damage and provides benefits such as AppleCare and lower deductibles for device replacements.

Warranty Exchange

A device replacement process for manufacturer defects that is only valid if the device has no physical or moisture damage.

Water Indicator

A component inside a phone that detects moisture exposure to determine if a device is ineligible for a warranty exchange due to liquid damage.

Proof of Payment (POP)

A payment schedule used when a customer can bring their account current within 10 days via a single installment.

Payment Arrangement (PA)

A payment flexibility option used when a customer needs more than 10 days to bring an account current, allowing for up to two installments.

Future Dated Payment (FDP)

An electronic payment scheduled for a specific future date from a bank account or card, which can be attached to a POP or PA.

TLife App

The digital platform recommended for customers to track shipments, manage their accounts, and personally set up payment arrangements.

Undeliverable

The status applied to an order after three failed delivery attempts, resulting in the equipment being routed back to the warehouse.