Buyer's remorse

Use these steps to determine the buyer’s remorse cancellation procedures based on activating channel.

About returning an order

  • Buyer's remorse time frames vary but always end at midnight of the final day. Follow the detailed return options below for time frames.
    Example: April 1 in-store activation starts buyer's remorse on April 2 and ends at midnight (11:59 p.m. PT) on April 15.
  • Closed BANs can create return orders within the buyer's remorse period.
  • In escalated situations or in case of T-Mobile error, coaches, RSMs, or Loyalty teams must create a return order from the system the original order was created if the buyer's remorse period has expired.
  • DASH orders (Care steps):
    • Attempt to retain the customer Retention guide & cancel steps. If customer wants to proceed, partner with WTS to initiate the return.
    • Work with a coach or above to determine if a return that is past the return period makes business sense.  
    • If approved, the coach or above is required to note approval in the account.
    • After the note is saved, Expert/CSR calls WTS and ask for an approved buyer’s remorse return. 
    • WTS works with leadership to process the return.
      • Do not transfer.
      • If hold times exceed 2 minutes: Provide the customer information to a CE, Coach, or Manager to contact WTS in order to process the request.
    • Provide the DASH Customer instructions & advisements.
    • Set a follow-up in 10 business days to confirm a refund was processed and charges have been adjusted.
  • Buyer's remorse period is not extended in the event of a device return or exchange.
  • Retail teams may call Care for cancellations within buyer's remorse. 
  • If outside this period, the primary account holder must call to make the request. 
  • Port-out requests: Advise customers to return equipment prior to porting out to avoid EIP acceleration.
  • Return orders cannot be canceled. Only coverage device return orders can be canceled in the Coverage Device Dashboard.
  • If order cannot be found in the system:
  • If following the Order never received (ONR) process:
    • Do not refer the customer to a store for return support. 
    • Retail is unable to help after HRT processes ONR requests.

 

Account billing & refunds

  • Customers are responsible for all charges, fees, and taxes incurred through their cancellation date. This includes but is not limited to:
    • MRC for activated dates (If the line was not canceled when requested, review If canceling the account) 
    • Incidentals
    • Roaming charges
    • International long-distance calls
    • Session-based data passes are not refunded.
  • Refunds from over-payment to bill charges or BAN deposit don't wait the standard 30 days to be refunded when the account is cancelled for buyer's remorse. 
  • Refunds for overpayments to bill or account deposit refunds can be submitted after account is cancelled. Follow the buyer’s remorse steps below. See Refunds support. 
  • Device purchase and the Device Connection Charge (DCC) are refunded after the device return is processed. Do not use the refund support policy to refund these charges. See Return or exchange an order: DASH.
  • Equipment payments (including EIP) can be refunded within the buyer's remorse period.
    • Customers must return equipment or accessories undamaged, and in good condition. Opened and used accessories can be accepted, including undamaged screen protectors.
    • Customers must include any available packaging and contents. If packaging is not available (thrown away), the return can still be accepted.
    • There must be no material alterations to device hardware or software. 
    • Rebates will no longer be offered if returned.
  • Shipping costs are not refunded.

Equipment returns

  • Devices may be returned in different channels than where they were purchased.
    • Retail: Accepts returns and exchanges for orders from Retail (in-store and ship-to), T-Mobile.com (Pickup In-store  and ship-to), and ship-to (Care, Telesales, and Virtual Retail).
    • Care: Accepts returns from T-Mobile.com (Pickup In-store and ship-to) and ship-to (Care, Retail, Telesales, and Virtual Retail).
  • Customers may be assessed a restocking fee for device returns, including in-store and shipped orders.
  • All equipment must pass the Device condition checks.
  • Devices that have been replaced by a device protection claim or by the manufacturer (such as Apple) are not eligible for buyer's remorse.
  • Trade-in devices cannot be retrieved after the order is complete.
    • Instant trade-ins are refunded only the amount that was paid as a down payment. Customers are only refunded out-of-pocket costs, and refunds for canceled trade-ins apply as an account credit.
    • Deferred trade-ins are refunded on any remaining credit after all account fees have been settled.
  • SIM kits do not need to be physically returned. To refund the original payment method, place a SIM-only return order.
  • Canceling an account without returning required equipment may result in:
    • Not being able to create a return order. 
    • T-Mobile not processing service cancellation.
    • Remaining equipment balance becomes due on the final bill statement.
    • Device being unable to be used at other carriers until balance is paid in full.
  • Once a return order is created, the line or account can be canceled before shipping the equipment.
  • For JUMP! upgrade returns:
    • Customers are ineligible to perform another JUMP! upgrade on the original device. See JUMP! order support.
    • JUMP! customers are required to trade in the original device. See JUMP! returns.
  • If devices are returned within buyer's remorse and account has remaining EIP charges, follow Order disputes & billing issues.

Restocking fees

T-Mobile charges a restocking fee based on device type and cost. This fee may be assessed on all returns and exchanges processed in-store, regardless of the original sales channel and may be taxed according to state and local regulations. 

Restocking fees are deducted from the refund of the customer's original payment. If the restocking fee is more than the out-of-pocket-cost on the original order, the difference is collected by credit card.
Customer Care does not refund restocking fees. 

    Restocking fee tiers

    Full Retail Price (FRP) Restocking Fee
    Tier 1:
    $0 to $299.99
    		 $25
    Tier 2:
    $300 to $599.99    		 $50
    Tier 3:
    $600 and up    		 $75

    When restocking fees are charged

    Condition Reasons
    Restocking fees are charged
    • Customer wants to exchange order for same device in a different color
    • Customer wants to exchange order for different device
    • Remorse returns
    Restocking fees are not charged
    • Price matching on exact SKU within 14-day return period
    • Device exchange when incorrect model or color is received due to T-Mobile error
    • Hawaii orders, including devices purchased in Hawaii and returned in another state
    • Defective orders verified by troubleshooting:
      • The system automatically applies the restocking fee for all returns.
      • When a device is returned as defective, customers can return it for a refund and have the restocking fee waived.
      • Managers remove the restocking fee using an override.
      • Customers are not required to buy an additional device.
    • Loaned coverage devices that require a deposit
    • Home Internet
    • Accessories
    • Ship-to order returned to sender and box is unopened.
    • Costco or Sam's Club store-in-store purchase

    Memo examples

    Retail refund

    Restocking Fee Assessed [Device make and model] returned on [Order/transaction ID] resulted in a net refund of [Amount] for the order.

    See the transaction receipt in TESA for order details. Any applicable charges were collected at the time of return in store. Refunds will be applied to the original form of payment within 10 days.

    Retail charge

    Restocking Fee Assessed [Device make and model] returned on [Order/transaction ID] resulted in a net charge of [Amount] for the order.

    See the transaction receipt in TESA for order details. Any applicable charges were collected at the time of return in store. Refunds will be applied to the original form of payment within 10 days.

    CCR refund

    Restocking Fee Assessed [Device make and model] returned on [Order#] resulted in a net refund of [Amount] for the order.

    See the transaction receipt in TESA for order details. Any applicable charges were collected at the time of return in store. Refunds will be applied to the original form of payment within 10 days.

    CCR charge

    Restocking Fee Assessed [Device make and model] returned on [Order#] resulted in a net charge of [Amount] for the order.

    See the transaction receipt in TESA for order details. Any applicable charges were collected at the time of return in store. Refunds will be applied to the original form of payment within 10 days.

    Restocking fee FAQs

    Restocking fees help cover the real costs involved in processing returned devices. When a device is returned, it doesn’t simply go back on the shelf. It must be inspected, tested, reset, and verified to ensure it meets quality standards before it can be resold.

     

    Even if the box hasn’t been opened, there are still costs associated with processing the return. Returned devices must be verified, inspected, and re-entered into inventory systems before they can be resold

    T-Mobile uses a tiered restocking fee structure by aligning fees with the actual cost and value loss of returned devices. Lower priced devices lose less value and therefore carry lower fees, while higher value devices lose more retail value once opened and appropriately carry higher fees.

    While our highest tier may be higher than some competitors’ flat fees, our tiered approach ensures the amount of the fee aligns with these costs for your particular device.

     

    Buyer's remorse steps

    Review account & eligibility

    1. If the account associated with the order is not a device order on an Individual Postpaid account:
    2. Attempt to resolve customers' issues before processing a return. See SAVE guide & cancel steps.
    3. Check the return period. It must be returned. See the Return period table below these steps.
    4. Check account for usage. If there is no usage, no equipment ordered, and customer says they didn't activate service or are not aware of the account/line being activated, see No Install. Do not proactively offer this. See fraud call scenarios.
    5. Advise the customer how to return:
      • Care: Locate the closest T-Mobile store  for the customer, and encourage the customer to return at a retail store for faster processing.
        • Retail teams perform a device condition check for any damage to the device.
        • A restocking fee is charged for returns, unless the device was defective or the customer received the wrong device due to T-Mobile error.
          • Restocking fees are deducted from the refund of the customer's original payment. 
          • If the restocking fee is more than the refund amount, the payment is taken at time of in-store return. 
          • If the device is found to be defective, the restocking fee will be systematically waived
        • Refunds are applied to the original payment method.
        • New purchases of different devices will require a new down payment.
        • Exclusions: These ship to order types are not eligible to return in a store and must be shipped back:
          • JUMP! orders
          • Bill to Account payment method used
      • Retail: See Device returns: In-Store.
      • DASH: If there was a DASH order, including SIM only orders, work with WTS to process the return before canceling the line/account.
    6. If the customer needs more options, see Detailed return options below.
    7. Locate the original order.

    Return period table 

    Transaction type

    Must be returned by

    In-store purchase

    14 days after date of sale

    Pickup In-store

    20 days after Pickup In-store order was placed

    Ship-to

    20 days after the date the equipment is shipped to the customer

    MCSA, BSA, or GSA contract customers

    30 days after date equipment is shipped to the customer

    All other business customers follow standard return or cancel periods

    Detailed return options

    Original order type

    Return steps

    New activation

    Add-a-Line (AAL) activation

    DASH orders:

    1. Return at a retail store within 20 days from the date the order was shipped.
    2. If unable to return in Retail:

    Upgrades

    Atlas orders:

    1. Return at a retail store within 20 days from the date the order was shipped.
    2. If unable to return in Retail:

    See: Refunds support

    Accessory
    1. Return at a retail store within 20 days from the date it was shipped.
    2. If unable to return in Retail:
    SIM only SIM-only orders do not require the SIM card to be returned.

    Original order type

    Return steps

    New Activation

    SIM / Accessory only

    Digital orders:

    1. Return at a retail store within 20 days from the date it was shipped. SIM-only orders do not require the SIM card to be returned.
    2. If unable to return in Retail:

    Add-A-Line (AAL) Activation

    Upgrades

    Atlas orders:

    1. Return at a retail store within 20 days from the date it was shipped.
    2. If unable to return in Retail:

    Original order type

    Return steps

    New activation

     Atlas orders:

    1. Advise the device must be returned within 20 days of the online order. Encourage in-store return for faster processing.
    2. Customers returning in store: Returns can be completed at a retail store within 20 days of the online order (30 days for Lifetime Coverage guarantee customers).
    3. Customers returning in Care ship-back:

    Original Order Type

    Return Steps

    All order types
    1. Returns can be completed at a retail store within 14 days from purchase. 
    2. Retail: See Device returns: In-Store.
    3. TEX/Care: Locate the closest T-Mobile store   for the customer and provide advisements:
      • Customers activating in T-Mobile stores (including T-Mobile activations in Metro stores) may return to any T-Mobile store. It doesn't need to be taken to the point of sale.
      • Use the original packaging, when available.
      • Return everything that came in the box, except SIM cards. 
      • The customer is required to pay a restocking fee. Advise of the fee, per Device returns: In-store.

    Original Order Type

    Return steps

    All order types
    • The customer must return the order to the original point of sale.
      • T-Mobile cannot accept or assist with Non-T-Mobile purchase returns.
      • Advise the customer to review the store's return policy. 
    • Return period/buyer's remorse varies by non-T-Mobile retailer.
    • Retail sales reps are not required to accept device returns. 

    Costco
    • Costco Exclusive locations
    • Returns can be completed at a T-Mobile Retail store within 90 days from purchase or with a T-Mobile Care ship back.
      • Only T-Mobile can process returns for Costco Exclusive orders.
        • Costco will refer the customer to a T-Mobile retail location.
        • If the customer cannot visit the store, Costco or the customer may call Care to create a ship-to return order.
      • Coaches and managers must create a return order from the original order.
      • Line cancelations must be requested within 20 days from shipment. Return orders must be initiated before canceling the lines/account.
      • Restocking fees are waived for these Costco orders.
    • For in-store returns:
      • Direct the customer to a local T-Mobile store within the 90 day buyer's remorse period.
      • Do not refer the customer back to the Costco location. They must go to a T-Mobile store.
      • If customer is requesting to cancel., complete the return order before canceling the line/account.
    • For ship back returns:
      • Follow normal return process by creating a return order from Order Lookup and providing ship back instructions.
      • If the customer is requesting to cancel., create a return order before canceling the line.
    Sam's Club
    • Sam's Club location
    • Returns can be completed at a T-Mobile Retail store within 14 days from purchase or with a T-Mobile Care ship back.
      • Only T-Mobile can process returns for Sam’s Club orders.
        • Sam’s Club refers customers to a T-Mobile retail location.
        • If the customer cannot visit the store, Sam’s Club or the customer may call Care to create a ship-to return order.
      • Coaches/managers must create a return order from the original order.
      • Line cancelations must be requested within 20 days from shipment. (Return orders must be initiated before canceling the lines/account.)
      • Restocking fees are waived for Sam’s Club orders.
      • In-store returns:
        • Direct customer to a local T-Mobile store within the 14-day buyer’s remorse period.
        • Do not refer customers to Sam’s Club locations as they must go to a T-Mobile store.

    If canceling the account

    • Retail

       

      Cancel buyer's remorse same day or at the end of the billing cycle.

      • Never use the FACN cancellation code for Buyer's Remorse cancellations. This code should only be used if the customer has no usage and no equipment ordered.
      • Retail Sales Reps don’t have access to cancel. Expert/CSR must perform these steps.

       

    • Care

       

      Use the date of the request as the effective cancelation date, and use the most applicable cancel reason code.

      • Frontline Experts/CSRs must engage leadership to validate it meets buyer’s remorse criteria and then schedule same day cancellation.
      • The customer is responsible for the MRC from the date the line was activated until the date it was cancelled.
      • Adjust related MRC from the date after the line was cancelled to the end of the billing cycle.
      • Set a follow-up to adjust unbilled charges if the billing cycle has not yet closed.

       

    • Leave a detailed memo including the following:
      • Reason for cancellation
      • Any disclosures you advised 

    Adjustment handling


    If the account or line was supposed to be canceled during the buyer’s remorse period, follow these steps:
    1. Check memos to confirm the date the line should have been canceled.
    2. Confirm there was no usage after that date.
    3. Adjust related MRC after the date the line was supposed to be adjusted.
    4. If customers are charged an Equipment Return Fee (ERF):
      • Explain that the charge is for not returning their equipment within the buyer's remorse period.
      • If customers were charged an ERF but have already returned the equipment, tell them to go to the point of sale for help.
      • To return it for an adjustment for the ERF charge, customers have to:
        • Be the billing name on the account.
        • Have the original receipt.
        • Have the equipment in the original packaging with all original contents.
        • Have the equipment in visibly-undamaged condition (example: no water exposure and in working condition).
        • Return all equipment purchased through a "Buy one, get X" promotion.
        • Complete the return within the 60-day return period.
    5. Set a follow-up to adjust unbilled charges if the billing cycle has not yet closed.