Mobile Associate Post-Order Support and Payment Services

Incorrect Billing After Buyer's Remorse Returns

• Scenario Overview: A customer returns a device within the buyer's remorse period but continues to see charges for that device on their subsequent billing statement.

• Potential Causes for Continued Billing:

  • Outside Return Window: If the device was shipped back after the expected timeframe, it may trigger a "facility charge."

  • Processing Lag: The device may have reached the warehouse but has not yet been processed through the system to negate the charge.

• Resolution Process ("Research Return"):

  • Leader Involvement: Mobile Associates must involve a leader to resolve these discrepancies.

  • Tooling: Leaders utilize a tool called IVI to track the specific IMEI (International Mobile Equipment Identity) and confirm if the physical device has reached the warehouse.

  • Automatic Resolution: If the device is confirmed as received in the warehouse, the charge should automatically fall off the account by the following billing cycle.

  • Manual Intervention: If the return was outside the standard window, manual adjustments by a leader/facility team are required to clear the balance.

• Financial Impact and Credits:

  • The customer may see a bill charge followed by a bill credit for that specific month once the return is processed.

  • In some cases, customers are advised to pay the bill upfront to keep the account current and wait for the adjustment credit after the device is confirmed received.

Shipping and Delivery: Undeliverable Devices

• Standard Delivery Protocol: Carriers (e.g., UPS or FedEx) typically make three delivery attempts for device shipments. High-value equipment (e.g., phones costing over $1,000$) usually requires a signature upon delivery.

• Undeliverable Status: After three failed delivery attempts, the package is marked "undeliverable" and routed back to the warehouse.

• Customer Resolution for Undeliverable Items:

  • New Order Requirement: Once a package is routed back, the customer must place a completely new order.

  • Upfront Payments: Customers must pay any required upfront fees or down payments for the new order. T-Mobile does not provide credits for these upfront costs while the original item is in transit back to the warehouse.

  • Refund Timeline: Any funds paid for the original, undeliverable order (including down payments or equipment credits) will only be returned or released back to the customer's account once the warehouse physically receives the original equipment.

• Alternative Delivery Options:

  • Carrier Hold: Customers can request the carrier to hold the package at a local facility (e.g., a UPS Access Center or FedEx Office) instead of attempting home delivery.

  • UPS MyChoice: A free service through the carrier that allows customers to manage delivery addresses and hold-at-location requests. This is the most reliable way to change delivery instructions for T-Mobile orders.

  • Timing: Requests to hold a package must be made before the first delivery attempt has occurred.

Understanding Equipment Credit (EC) and EIP

• Equipment Credit (EC): This is a line of credit T-Mobile extends to customers specifically for financing devices. The amount available is determined by the customer's credit rating and internal bill payment history.

• Equipment Installment Plan (EIP): The actual financing agreement for a device.

• Down Payments: Depending on the EC limit and the cost of the device (especially high-capacity models like $1\text{ terabyte}$ units), a customer may be required to make a down payment upfront.

• Temporary Equipment Credit Double (Temp Double):

  • This is a policy-approved scenario where a leader can temporarily double the customer's EC.

  • Application: Used when a customer's original device was marked undeliverable but their EC is now exhausted by that pending return. The "Temp Double" allows the customer to place the required replacement order immediately rather than waiting for the original device to reach the warehouse.

Warranty Support vs. Accidental Damage

• Warranty Exchange Criteria:

  • Covers manufacturer defects and mechanical/electrical failures.

  • Exclusions: Warranty does not cover physical damage (cracks, dents) or liquid damage. Every modern device contains a water indicator; if this is tripped, warranty coverage is void.

  • DOA (Dead on Arrival): If a device does not power on immediately after being received, it is eligible for a warranty exchange.

• Accidental Damage and Protection 360 (P360):

  • Benefit of P360: Includes coverage for accidental damage (e.g., cracked screens) through Assurant or AppleCare (for Apple devices).

  • Claims: Customers with P360/AppleCare can often have screens fixed or devices replaced via a deductible (e.g., a standard $99$ deductible for Apple device replacements).

  • Basic Device Protection: May cover loss/theft but often handles accidental damage differently or with higher barriers than P360.

• No Protection Scenarios: If a customer has no insurance and has damaged an EIP-financed phone, associates should look for "outside the box" solutions, such as referring them to third-party screen repair services or checking for upgrade eligibility if the device is nearly paid off.

Payment Arrangements (PA) and Proof of Payment (POP)

• General Purpose: Tools used to support customers with past due balances, allowing them to schedule payments to bring the account current and avoid or restore service suspension.

• Restoration Time: Service restoration after setting up a PA or POP typically takes up to $2\text{ hours}$. Customers may need to power-cycle their devices.

• Proof of Payment (POP):

  • Criteria: Used when the customer can pay the full past-due balance within $10\text{ days}$.

  • Installments: Limited to exactly one (1) installment.

• Payment Arrangement (PA):

  • Criteria: Used when the customer needs more than $10\text{ days}$ to pay.

  • Installments: Allows for up to two (2) installments.

• Future Dated Payment (FDP):

  • An electronic payment (Bank account, credit, or debit card) scheduled for a specific date in the future. Both POP and PA may require an FDP to be set up through the system to be valid.

Setting Up Arrangements via TLife App

• Preferred Method: Customers should be guided to use the TLife App (formerly T-Mobile app) to set up their own arrangements. This avoids manual assistance fees and empowers the customer.

• Rules for TLife Arrangements:

  • First Installment: Must be at least $20\%\, \text{of the total balance due}$.

  • Timeline: Each installment cannot exceed a $14\text{-day limit}$ from the previous date.

  • Balance Contingency: If the customer is only paying the "past due" balance (and not the total account balance), the system will not allow any payment date to be set beyond the current cycle's due date, because on that day, the current balance would also become past due.

Questions & Discussion

• Audience Question: "How do they go about requesting a package be held at a carrier location?"

  • Response: They can use UPS MyChoice (which allows address changes for a fee or free holds) or call the carrier (UPS/FedEx) customer service before the first delivery attempt. The carrier app/tracking site provides specific steps as the package arrives at local centers.

• Audience Question: "What if the customer purchased the device at Best Buy?"

  • Response: If they have Geek Squad protection, they should process their claim through Best Buy. P360 with AppleCare allows the customer to go directly to Apple for a device replacement.

• Scenario from Spencer: A customer had a warranty exchange for a overheating button. Three months later, the button failed again, but the screen was cracked. The warranty was denied because the physical damage (crack) voided the manufacturer's liability, even though the button issue was likely a hardware defect.

• Roleplay/Certification Note: Emails regarding roleplay certification resources were sent out to Retail Store Managers (RSMs) like Angela Hall.