No Install

No installs occur when a line or account has been activated WITHOUT equipment purchased and no service used AND without a customer's full or complete knowledge.

Guidelines

  • BRP or an Authorized User can cancel for no install. 
    • If the customer cannot authenticate OTP refer to One Time PIN and direct the customer to the nearest Retail location.
    • Exception: Retail Teams can call on behalf of the BRP or Authorized User, even if they are not in the store.
  • No install cancellations can be requested within 21 days of account opening and cannot be future-dated. Cancellation must have no usage and no equipment on the account.
  • Consumer and TFB Experts (DE, AE, BTEX, Care, Specialist, Micro Loyalty) will only see “No Install” as an available Cancellation Code when there has been no usage or equipment related charges on the BAN or subscription.
  • If the customer had a SIM-only order in DASH, complete the return order before cancelling the account.
  • Prepaid, see Refund requests: Prepaid.
  • Coach or above for exceptions ONLY complete no install cancellations. They DO NOT need to take over the call (Global Care included), but they MUST review while Mobile Expert is on the line to make sure No Install is valid. If it's invalid, they will provide feedback. Perform the cancellation same day. (Exception: This process does not apply to TFB)

RSL

Use the following information when assisting Retail Teams:

  • Retail Teams cannot perform a no install cancelation in-store due to system limitations. 
    • Mobile Experts (Except Walmart, Samsung, Apple) can now use the Retail Empowerment Site to submit their requests. 
    • Educate them about this process and offer to walk them through the steps. Do NOT deny No Install cancellation requests.
  • The customer does not have to be present in-store to complete these requests.
  • No install cancellations must have no equipment ordered (Unless post-voided in EC Summary tool), no usage (T-Mobile notifications excluded), and cannot be active for more than 21 days for the No Install Cancellation code to be available for Consumer and TFB Expert to see the FACN or HACN (HSI) code available. 
    • Includes post voided orders (in store) where the customer never took possession of the equipment. 
    • If the FACN HACN (HSI) code is not available and the line meets all requirements, Coach and above will need to complete the request.

 

Customer is calling

To confirm if it's an approved no install scenario for a line or account, we need to meet the following requirements:

Perform a visual audit of the account and look for:

If customer is calling, confirm with the customer...

If the customer's answer is...

  • Retail notes that include the VERIFICATION memo
  • Recent suspend, or single line upgrade
  • Changes to the account could include Add-a-Line (AAL), Change of Responsibility (COR), rate plan/feature changes, MSISDN/mobile number changes, etc.

Do you recall ... [insert details you found on the account like]:

  • A recent visit to a store
  • Account or line changes
  • Notification of account or line changes

 

OR

 

Did you recently apply for T-Mobile service online or in-store, but didn't complete the application?

Remember to follow CPNI/PII information disclosure rules for anything you share with the customer.

YES

The account or line changes may be valid. Confirm if there is any usage on the line or equipment.

NO

If there is no usage and no equipment ordered, follow the cancellation steps for no install. Experts see FACN or HACN (HSI) as a cancellation option if the customer meets the requirements.

If there is usage and/or equipment ordered but the customer is unaware of the order/line/account, follow  Fraud call scenarios. 

 

Cancellation steps

Approved scenarios

If the customer's scenario does not completely match, check in with your site leadership for assistance.

  • Customer did not apply for or complete a T-Mobile service agreement, including an AAL, online or in a store.
  • No usage (T-Mobile notifications excluded), no payment-related charges, and no equipment (including equipment-related charges for EIP, JUMP!, and Accessories) were purchased. 
  • Consumer and TFB Expert (DE, AE, BTEX, Care, Specialist, Micro Loyalty) will only have No Install as an available Cancellation Code when there is no usage or equipment related charges on the BAN or subscription. 
  • Customer or Retail Team completed a service agreement but did not use T-Mobile services.
  • ODA for Apple and Samsung watches done in error and add-a-line of service in error.
    • Credit as no install, do not use Goodwill.
  • Beginning October 9, Retail Mobile Experts (Except Walmart, Apple, and Samsung) can submit for their own No Install Cancellations. If Retail has issues completing the steps below, move forward with the steps in the cancellation Table.

 

Are you canceling...First, confirm...Then, complete...
Entire account / BAN
  • There is no usage on each line. (T-Mobile notifications excluded)
  • The line is not active for more than 21 days.
  • There are no equipment-related charges (EIP, JUMP!, Accessories). Post voided orders (in store) where the customer never took possession of the equipment. (If EC Summary shows Post-Voided, the line can be cancelled as no install).
     
  • Payment-related charges.

If you find usage or equipment related charges, go back and review the requirements.

If the customer is on auto-pay, remove auto-pay before cancelling to ensure the customer is not charged for equipment as a result of no-install.

  1. If the customer has no equipment and no usage, the FACN or HACN (HSI Only) code will be available for Experts to use.
  2. If there is an exception needed, engage Coach or above to cancel the BAN in Samson using FACN or HACN (HSI Only) . (Exception: TFB does not need to engage Associate Coach or above). Actions > BAN Activities > Cancel BAN > Double click the Date to change to Today’s Date 
    1. If it is the same day it's created, cancel for no install and end process.
    2. If a billing cycle has been started, continue to the next step.
  3. When an entire BAN is canceled for no install, FC Offline makes the adjustments once the final bill is available. Care and Retail do not issue credits for these.

Exceptions:

  • T-Mobile notifications are only usage: FC Offline cannot process the adjustments. Set a follow-up in Samson for 7 business days after the bill cycle ends to adjust all MRC at the charge level. Adjust  REGFEE (Regulatory Programs & Telco Recovery Fee) and TAXFEE (911 surcharge) at the BAN level
  • If the FC Offline team cancels the BAN as no install and adjusts the final bill, but payments were processed on the no install BAN, they will need a refund. Issue adjustments for the payment amounts and follow No Install refund request steps.
Single lines on an open account
  • There is no usage for the line. (T-Mobile notifications excluded)
  • There are no equipment-related charges (EIP, JUMP!, Accessories). Post voided orders (in store) where the customer never took possession of the equipment. (If EC Summary shows Post-Voided, the line can be cancelled as no install).
  • The line is not active for more than 21 days.

If you find usage or equipment related charges, go back and review the requirements.

  1. If the customer has no equipment and no usage, the FACN or HACN (HSI) code will be available for Experts to use.
  2. If there is an exception needed, engage Coach or above to cancel the line in Samson using FACN or HACN (HSI). (Exception: TFB does not need to engage Associate Coach or above). Agreement tab > Page Options > Cancel Subscriber > Double click Date to change to Today’s Date
    1. If it is the same day it's created, cancel for no install and end process.
    2. If a bill cycle has been started, continue to the next step.
  3. Care Teams places a BLDISP hold on the account to hold collection for 15 days. To extend another 15 days use the same code.
  4. Set a follow-up in Samson for seven business days after the current bill cycle ends to take care of any charges that incurred.
  5. If the customer asks about unauthorized credit inquiries, see Credit reporting and file freeze agencies and provide details about disputing the inquiry.
  6. Explain that the customer will get a second bill showing re-rated charges that are adjusted and a final bill to show zero charges.

 

Retail Empowerment Site No Install steps

  • This site is not available for Walmart, Samsung, Apple.
  • This process can not be used for Home Internet lines.
  • No Install cancellations must have no usage (except network messages) and no equipment ordered (except equipment showing post-voided status in the EC Summary).
  • Invalid requests will be denied and the buyer's remorse cancellation process of calling RSL needs to be followed.

Submit a No Install Cancellation

  1. Access the Retail Escalations Empowerment Site.
  2. Click No Install Cancellation.
  3. In the top right-hand corner of the page select Enter Request.
  4. Fill in the form accurately with required information. If the information is not correct, the offline process will not work.
    • Subscriber Number
    • BAN
    • SAP
    • Line Type
    • Cancellation Reason
  5. Select Submit.
  6. Requests are worked within 24 hours. If you receive a denial, contact RSL for assistance with the buyer’s remorse cancellation process. Email will be sent to Mobile Expert and RSM when the request is worked. 

Check the status of a No Install Cancellation Request

  • Access the Retail Escalations Empowerment Site.
  • Click No Install Cancellation.
  • Your requests will show on this page. The status will be shown. RSMs can see all their MEs requests. ME will be able to see their own request.
  • Any requests showing DENIED, will require a call to RSL to complete the cancellation. RSL can see the Denied reasons in the memos after BOT memo.

Credit balances

See Refunds support > No install cancellation section of the table.