Shipping label escalations: Coaches

Coaches and above use this page to escalate shipping label issues.

Shipping label escalations

Return labels should be sent to the customer through Atlas or DASH, depending on where the order was placed. If you're unable to resend a label for a warranty exchange, upgrade, or buyer's remorse order, check if the order meets the requirements below to use the Shipping Label Escalations Tool exception steps.

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[data-bg="promocard-3cabadd30a-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-3cabadd30a-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-3cabadd30a-bg"] { --bg--position: center; } }

Guidelines

  • Tool access and this process is only for Coaches and above. Do not give out links to tool.
  • Only use when policy directs you! Using the SLE tool out of policy can result in unneeded credits and/or EIP closures that negatively impact P&L. This also affects First Call Resolution.
  • Shipping labels sent from this tool deliver the device to the warehouse without a return authorization number. Without this, the warehouse cannot identify the intent of the return or the customer's account. In that case, the customer will call back to escalate or request credits. 
.promocard .cmp-modal[data-guid="promocard-3cabadd30a-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8b9ffec46"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8b9ffec46"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8b9ffec46"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8b9ffec46"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8b9ffec46"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8b9ffec46"] ol{ }
[data-bg="promocard-a8b9ffec46-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-a8b9ffec46-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-a8b9ffec46-bg"] { --bg--position: center; } }

Confirm the return meets one of these situations

.promocard .cmp-modal[data-guid="promocard-a8b9ffec46-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-d368a8aca3"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-d368a8aca3"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-d368a8aca3"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-d368a8aca3"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-d368a8aca3"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-d368a8aca3"] ol{ }
[data-bg="promocard-d368a8aca3-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-d368a8aca3-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-d368a8aca3-bg"] { --bg--position: center; } }
.promocard .cmp-modal[data-guid="promocard-d368a8aca3-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-6036661c2f"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-6036661c2f"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-6036661c2f"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-6036661c2f"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-6036661c2f"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-6036661c2f"] ol{ }
[data-bg="promocard-6036661c2f-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-6036661c2f-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-6036661c2f-bg"] { --bg--position: center; } }
  • Home Internet (HSI): Only for when the customer cannot return in a store, cannot print from t-mobile.com, and did not receive the initial label through email.
    • If set for a future dated cancel, the initial label will be available on the effective date.
    • Before using the SLE tool, ask if the customer would like to change the effective date to today and check if they received the label. 
  • Coverage device escalations for unable to resend shipping label.
  • Magenta Complete buyer’s remorse return (purchased from Sprint, migrated to T-Mobile, then returned).
.promocard .cmp-modal[data-guid="promocard-6036661c2f-modal"] { @media (min-width: 768px){ } }

If using SLE tool because of a system issue in another system, report issue via Tools and forms issue reporting.

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[data-bg="promocard-ebea82e809-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-ebea82e809-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-ebea82e809-bg"] { --bg--position: center; } }

TFB & BCO

  • To send a label, engage BSS. To ship 601+ items, see Exceptions & workarounds. 
  • Engage your leadership if you do not have access to create a 1STOP request.
  • Do not use the steps below.
.promocard .cmp-modal[data-guid="promocard-ebea82e809-modal"] { @media (min-width: 768px){ } }
  1. Access the Shipping Label Escalations Tool.
  2. Enter the customer’s order number. If unavailable, see: Exceptions & workarounds.
  3. Select Find Order. If order is unavailable and displays an SLE 1000: Order number not found error, see Exceptions & workarounds.
  4. Select the items to return in the "Line Items" column.
    • Inaccurate or missing SKU: Use the SKU List attachment.
      • This includes all Sprint and T-Mobile devices.
      • If the device is not on that document, select the closest device available.
    • Multiple labels: Customers can return up to 12 devices with a single tracking number. If 12-100 items are selected, the SLE tool sends labels in increments of 12. Do not process multiple SLE labels one-at-a-time for the same order.
  5. Confirm the "Customer Info" details are correct. Double check the email address, since this is how the shipping label is delivered to the customer.
  6. Select Label Type based on the original order type. For device and equipment orders in Puerto Rico and US Virgin Islands, select Puerto Rico Retail Closure Return Escalation as label type. Review the "Label types" table. 
  7. Select Check Shipping Eligibility. If a Color printer is needed to print the shipping label message displays, advise customers to print labels in color, then select OK. See Return an Upgrade or Care Accessory order.
  8. See the "Shipping Eligible" column to identify eligible items:
    • Yes: You can send the label. Continue to the next step.
    • No: Clear the selected item(s) by clicking the Edit Info button at the bottom of the page. See Return an Upgrade or Care Accessory order.
    • If customer info needs to be updated, select Edit info and check eligibility.
  9. Select Generate Label. If the button is greyed out, return to step 5.
  10. Copy the tracking number from the confirmation page and add it to account memos.
  11. Follow up after 10 business days to confirm the IMEI was returned in the Device Return Status tool. If a manual label is created on a buyer’s remorse return greater than 60 days, see Upgrade and EIP escalations.

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System Resend Return Label Error

.promocard .cmp-modal[data-guid="promocard-6a5eaab767-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-f4a811c2b9"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-f4a811c2b9"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-f4a811c2b9"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-f4a811c2b9"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-f4a811c2b9"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-f4a811c2b9"] ol{ }
[data-bg="promocard-f4a811c2b9-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-f4a811c2b9-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-f4a811c2b9-bg"] { --bg--position: center; } }

Project 10Million DTP

 

Supporting Project 10Million warranty returns.

.promocard .cmp-modal[data-guid="promocard-f4a811c2b9-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-1a81c2bd2e"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-1a81c2bd2e"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-1a81c2bd2e"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-1a81c2bd2e"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-1a81c2bd2e"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-1a81c2bd2e"] ol{ }
[data-bg="promocard-1a81c2bd2e-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-1a81c2bd2e-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-1a81c2bd2e-bg"] { --bg--position: center; } }

Promo Asset Recovery Return

 

Returning a device where a trade-in was not initiated with original order on a promotion.

.promocard .cmp-modal[data-guid="promocard-1a81c2bd2e-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-820cba5751"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-820cba5751"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-820cba5751"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-820cba5751"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-820cba5751"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-820cba5751"] ol{ }
[data-bg="promocard-820cba5751-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-820cba5751-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-820cba5751-bg"] { --bg--position: center; } }

Warranty Return Escalation

 
The Warranty label has already been used on an item other than the intended defective device. Frontline cannot resend the label through Order lookup.
.promocard .cmp-modal[data-guid="promocard-820cba5751-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8861917ab"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8861917ab"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8861917ab"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8861917ab"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8861917ab"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-a8861917ab"] ol{ }
[data-bg="promocard-a8861917ab-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-a8861917ab-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-a8861917ab-bg"] { --bg--position: center; } }

System Trade-in Return Error

  • Customer has lost their trade-in label and cannot access it with Shipping labels: Self-service and cannot be resent through the Trade-in lookup tool. 
  • JUMP! Trade-in offer (RMA) has been manually cancelled in error and the customer needs to return the original device.
  • Original order did not include an intended deferred trade-in (See Promo Asset Recovery Return process if there is an expired promotion the customer would no longer be qualified for after return.)
  • Do not use if the trade-in label was previously used. See Return a device order to return (It may require a Buyer’s remorse override).
.promocard .cmp-modal[data-guid="promocard-a8861917ab-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-b249adabc0"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-b249adabc0"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-b249adabc0"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-b249adabc0"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-b249adabc0"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-b249adabc0"] ol{ }
[data-bg="promocard-b249adabc0-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-b249adabc0-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-b249adabc0-bg"] { --bg--position: center; } }

T-Mobile Business Return

  • BSS will use this tool after an RMA is created. See Return process in SalesForce.
  • In highly escalated situations after BSS has already attempted to send the label, Coaches and above may create a label using this tool. (Results in P&L impacts).
.promocard .cmp-modal[data-guid="promocard-b249adabc0-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-27f3b17d76"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-27f3b17d76"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-27f3b17d76"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-27f3b17d76"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-27f3b17d76"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-27f3b17d76"] ol{ }
[data-bg="promocard-27f3b17d76-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-27f3b17d76-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-27f3b17d76-bg"] { --bg--position: center; } }

Puerto Rico / US Virgin Islands

  • For device and equipment returns, select Puerto Rico Retail Closure Return Escalation as label type.
  • For trade-ins, select Puerto Rico Trade In Return Escalations as label type.
.promocard .cmp-modal[data-guid="promocard-27f3b17d76-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-3c6c98279b"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-3c6c98279b"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-3c6c98279b"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-3c6c98279b"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-3c6c98279b"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-3c6c98279b"] ol{ }
[data-bg="promocard-3c6c98279b-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-3c6c98279b-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-3c6c98279b-bg"] { --bg--position: center; } }

System Return Order Error

  • Receiving an error when creating an initial return order in DASH or Atlas Order lookup.
  • If unable to create a label for a Buyer’s remorse override, any credit/EIP closure will need to be handled manually by leadership. See Upgrade and EIP escalations.
  • Coverage device return issues
  • Unrequested device/item received, follow Exception processes for "Order not found."
  • Order Never Received (ONR) and customer found the lost device. Return the lost device with this label type.
  • High-Speed Internet: Customer purchased in-store before February 19, 2022 and returning through Care
  • Magenta Complete buyer’s remorse return (purchased from Sprint, migrated to T-Mobile, then returned)
.promocard .cmp-modal[data-guid="promocard-3c6c98279b-modal"] { @media (min-width: 768px){ } }

Troubleshooting

Order not found errors

Applies to SLE 1000 error / No order number / Project 10 Million / High-Speed Internet / Coverage Device returns.

.promocard .card--promo .cardPromo .card__content[data-guid="promocard-ed765e6d14"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-ed765e6d14"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-ed765e6d14"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-ed765e6d14"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-ed765e6d14"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-ed765e6d14"] ol{ }
[data-bg="promocard-ed765e6d14-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-ed765e6d14-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-ed765e6d14-bg"] { --bg--position: center; } }
T-Mobile employee smiling while working on a laptop in an office with teammates in the background.
  1. Search for the order number and confirm it’s accurate, typos or extra spaces will prevent results. 
    • If it’s valid but not recognized, try any associated orders (original or return). If it still fails, continue to the next step; if no order number is available, enter 1 and proceed.
    • Magenta Complete: Legacy Sprint equipment orders aren’t viewable in Atlas or DASH. Enter 1 in the "Order Number" field, select the error, manually enter a similar device SKU, and complete the remaining form fields.
  2. Manually enter the SKU. Locate the SKU number from the original order. 
    • DASH: SKU numbers can be found in the DASH order.
    • Atlas and Web: SKU numbers can be found in the legacy Order Lookup Tool in Magenta Pulse or in Atlas Order lookup when selecting Manage Order.
    • If you can't locate the SKU number in DASH or Order Lookup, use the attachment at the bottom of the page.
    • If unable to locate the exact make and model (due to being a non-T-Mobile device or an outdated device), select the SKU for the closest device you can find.
  3. Enter all available customer information, select the appropriate escalation label type, and proceed with the shipping eligibility check and label generation if the order was not found manually.
.promocard .cmp-modal[data-guid="promocard-ed765e6d14-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-11c91f4ce5"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-11c91f4ce5"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-11c91f4ce5"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-11c91f4ce5"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-11c91f4ce5"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-11c91f4ce5"] ol{ }
[data-bg="promocard-11c91f4ce5-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-11c91f4ce5-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-11c91f4ce5-bg"] { --bg--position: center; } }

Additional issues

.promocard .cmp-modal[data-guid="promocard-11c91f4ce5-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-999a76cdb1"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-999a76cdb1"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-999a76cdb1"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-999a76cdb1"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-999a76cdb1"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-999a76cdb1"] ol{ }
[data-bg="promocard-999a76cdb1-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-999a76cdb1-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-999a76cdb1-bg"] { --bg--position: center; } }

SKU does not auto populate

  1. Locate the SKU number from the original order, if possible. 
    • DASH: SKU numbers can be found in the DASH order.
    • Atlas and Web: SKU numbers can be found in the legacy Order Lookup Tool or in Atlas Order lookup when selecting Manage Order.
  2. If you can't locate the SKU number in DASH or Order Lookup, use the "Device List" attachment at the bottom of the page.
  3. If unable to locate the exact make and model (due to being a non-T-Mobile device or an outdated device) 
    • Only use the SKUs below when a customer is trading in a SKU that is not on the "Device List" attachment at the bottom of the page. It is extremely important to enter the most accurate SKU possible for compliance with government lithium-ion packing requirements. Failing to comply with federal regulations can result in fines and penalties to T-Mobile.
    • SKU: 511010000101
.promocard .cmp-modal[data-guid="promocard-999a76cdb1-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-30990e6fa7"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-30990e6fa7"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-30990e6fa7"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-30990e6fa7"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-30990e6fa7"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-30990e6fa7"] ol{ }
[data-bg="promocard-30990e6fa7-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-30990e6fa7-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-30990e6fa7-bg"] { --bg--position: center; } }

TFB return requests 601+

 
There is a maximum of 600 items per request, 12 items per label. For returns over 600 items email transportation-fsc@T-Mobile.com and include the email template listed on Shipping label requests: TFB.
.promocard .cmp-modal[data-guid="promocard-30990e6fa7-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-16e749e6a5"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-16e749e6a5"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-16e749e6a5"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-16e749e6a5"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-16e749e6a5"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-16e749e6a5"] ol{ }
[data-bg="promocard-16e749e6a5-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-16e749e6a5-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-16e749e6a5-bg"] { --bg--position: center; } }

Check Shipping Eligibility button not working

  1. Confirm all customer information appears in the tool.
  2. Confirm the SKU appears in the tool.
  3. If the SKU is checked, then uncheck the SKU and check it again.
  4. Select Check Shipping Eligibility. If the issue continues, access the #returns-support Slack Channel, and submit the issue and request for label to be sent using the using the "Shipping Labels" workflow.
.promocard .cmp-modal[data-guid="promocard-16e749e6a5-modal"] { @media (min-width: 768px){ } }
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-b40f8aeda8"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-b40f8aeda8"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-b40f8aeda8"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-b40f8aeda8"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-b40f8aeda8"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-b40f8aeda8"] ol{ }
[data-bg="promocard-b40f8aeda8-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-b40f8aeda8-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-b40f8aeda8-bg"] { --bg--position: center; } }

Cannot access tool

Use the appropriate steps below based on how you’re attempting to access the SLE tool.

  • Internal users connected via T-Mobile Intranet
    1. Access tool using web browser.
    2. Follow MFA security prompts.
  • Internal users connected via VPN
    1. Ensure you're connected to correct VPN server.
    2. Access tool using web browser.
    3. Follow MFA security prompts.
  • National Care users
    1. Access tool using Care Desktop/Citrix (not a default browser).
    2. Follow MFA security prompts.

If you are still unable to connect, follow these steps:

  1. Submit a Compass ticket titled: Shipping Label Escalation Tool (Error Submit Form).
  2. Do not file Handset Research Forms (HRF). HRT is not able to assist with these requests.
.promocard .cmp-modal[data-guid="promocard-b40f8aeda8-modal"] { @media (min-width: 768px){ } }

Attachments

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SKU List_110625.xlsx XLSX

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Related pages

 Shipping labels