Order disputes & billing issues

1. Access the EIP UI and review the plan details.
2. Select the Tools tile in the left-hand bar in Atlas and select Doc retrieval to verify any retail receipts to verify the purchase of the device.
   • If receipts for the device exist, provide those to the customer to resolve the issue.
   • Follow Order receipts, agreements & notifications for EIP contract requests.
   • Direct customers to the original point of sale for in-store transactions only when unable to obtain a signed copy in Doc Retrieval.
3. Follow Fraud call scenarios > Caller reports an account issue if the EIP charges appear valid and the customer continues to dispute them.

1. Identify customers’ concerns and discuss the benefits (e.g., lifetime savings over Classic plans) of T-Mobile rate Plans.
2. Pull the original transaction receipts and EIP disclosures if customers still want to dispute their EIPs.
   • EIP disclosure is present and signed: Review the agreement with customers and follow normal escalation processes as needed.
   • EIP disclosure is not present or signed: Send the following to your District Manager (or BSOM for Branded):
     • Any applicable POS transaction numbers and dates
     • Store number
     • Customer Name
     • BAN and/or MSISDN
     • Equipment Installment Plan ID
   • Explain to customers it may take about 5-7 business days to investigate this for them.
   • Do not refund down payment amounts or process exchanges in store. Customers can keep their devices since we are unable to offer discounted pricing.
3. Complete the following if customers request credits for EIP payments already made:
   • Calculate the amount of the applied EIP payments.
   • Compare the amount of applied EIP payments to the amount the customer would have paid if they were on Classic during that time.
   • Apply sales courtesy credits if there is a difference in amounts in favor of customers.

Senior Field Operations Managers / Branded Sales Operations Managers:

1. Forward the information received from store managers along with your approval to the SFOM for your area.
2. File a ticket in Grand Central.
3. Open Compass and search for keyword: EIP.
4. Open the POS Failed Transactions Equipment Installment Plan ticket.
5. Complete the form with the information provided by your DM.
6. Keep the Regional Director engaged to ensure proper accountability if you think it’s appropriate to do so.

1. Ask them for the POS return transaction number.
2. Attempt to confirm the return in TESA.
3. Select the Tools tile in the left-hand bar in Atlas, then select Doc retrieval.
4. Enter the BAN/MSISDN and date range and select Search to query the POS receipt information. 
   • Querying a return receipt in TESA is an added layer of equipment return validation but may not always provide results. Do not decline to assist Retail if they provide a POS return transaction number. 
   • Once Retail has confirmed the equipment has been returned and provided the POS return transaction number, check in pending/billed charges for the EIP charge.
5. Leave the following memo: “Customer ported out/canceled within the buyer’s remorse cancellation period prior to returning equipment. Retailer, sales code <7-digit code> confirmed equipment return, POS transaction # 12345”.

1. Confirm the equipment has been returned in the Device Return Status tool.
2. Leave the following memo: “Customer ported out/canceled within the buyer’s remorse cancellation period prior to shipping equipment back. Confirmed equipment return: Order # 12345 received at Return Center on MM/DD/YY.”
3. Adjust the EIP balance at the charge level. If the EIP balance is not yet showing in pending/billed charges, set a follow-up.