Non-Return Fee (NRF) research

Use these steps to research T-Mobile Non-Return Fee (NRF) fees charged when returning or exchanging a device.

Non return fees

If a customer must ship a device to T-Mobile and it is not received within the return period, a non return fee (NRF) is charged to the customer's account to recover the device cost.

  • Customers are sent SMS notifications to help prevent them from being charged an NRF.
    • SMS notifications are sent when replacement devices are delivered, to remind customers to return their devices.
    • If not returned, another SMS is sent when the NRF is charged to the account.
  • NRF charges can be up to $2,000. Amounts per device:
  • Customers are responsible for paying all charges on their bill, including the Non-Return Fee. The fee is due until the system processes their return and issues an adjustment.
✔ T-Mobile NRFs are charged for✔ Assurant NRFs are charged for❌ NRFs are not charged for
  • Coverage device returns or exchanges
  • Home Internet returns or exchanges
  • Warranty exchanges for phone, tablets, and wearables
  • Device protection claims for loss/theft and accidental damage
  • Do not use this page to research Assurant fees. Instead, use Problems with claims.
  • Buyer's remorse returns (Devices not returned do not receive refunds, and the return orders expire.)
  • Trade-in (Devices not received are ineligible for credits or promotions.)
  • Warranty exchanges for battery-only or charger-only

Return periods

  • Return period: Date when customers are advised to send their devices to T-Mobile. After this date, the return is late.
  • NRF charged: NRF is charged to account if device is not scanned at return center by this date.
  • Extended grace period: Systematic adjustments adjust NRF if expected device is scanned at return center by this time period.

Important: Do not share extended grace period timeline with customers. It is an internal dispute period for systematic exceptions.

Order typeCustomer return periodNRF charged

Extended grace period
(Do not tell to customers)

Coverage device return7 days from return order30 days from return order60 days from return order
Device protection claim10 days from receiving replacement45 days from filing the claim135 days from filing the claim
T-Mobile Home Internet (HSI) return7 days from return order45 days from return order*135 days from return order
Warranty exchange7 days from receiving replacement45 days from exchange order60 days from exchange order

Return a device after NRF was charged

If the customer wants to return the device after the NRF has been charged, follow these steps:

  1. Tell the customer to return the equipment as soon as possible.
    • Use the original return label provided with replacement device or resend the shipping label through the original order form. Return labels are typically still usable until the tracking number is used.
    • Explain the device is already late but getting it back as quickly as possible increases the chance for the NRF to be adjusted.
  2. T-Mobile systems automatically apply NRF adjustments for devices received within the extended grace period. Advise the customer they are responsible for paying all charges on their bill, including the Non-Return Fee.
    • Failure to pay the full amount by the due date can result in service interruption and additional fees.
    • If the charge is already due, check the customer's eligibility for a payment arrangement.
    • If the customer has AutoPay, explain when their AutoPay is scheduled. If the customer asks to remove AutoPay, give cancel advisements on AutoPay
    • Do not set up an HSDISP hold, because there is no Handset Research Form. (If the customer was delayed in returning the device due to T-Mobile error, see collection hold.)
  3. Will the device arrive at the T-Mobile warehouse within the extended grace period?
    • Yes, it will arrive within the extended grace period:
      • When the device is received within the extended grace period, the system will automatically issue an adjustment.
      • Leadership approval is not needed.
      • Automatic adjustments can take up to 5 business days after UPS.com shows the device is received at the Return Center.
    • No, it may arrive after the extended grace period:
      • Contact your leadership for approval for any returns that may arrive outside of the extended grace period. Manual adjustments for late devices are a leadership decision. Leadership approval is required to be memoed on the account.
      • If leadership approved:
        • Add a memo to the account that the NRF should be adjusted. Include the leadership approval in the memo.
        • Continue to step 4 below.
      • If leadership did not approve:
        • The full Non-Return Fee (NRF) is due. The fee is not able to be adjusted.
        • If the customer has AutoPay, set expectations on when their AutoPay is scheduled.
        • Failure to pay the full amount by the due date can result in service interruption and additional fees.
        • If the charge is already due, check the customer's eligibility for a payment arrangement.
        • Do not promise any adjustment.
        • Do not file a Handset Research Form. There are no additional resolution steps the Handset Research Team can provide.
        • Do not set up an HSDISP hold, because there is no Handset Research Form.
  4. Set a follow-up in 5 business days to confirm the equipment has been received using the Device Return Research Tool.
    • Contact the customer to provide an update on the status of their return.
      • If the device has been received within the extended grace period, NRF will adjust within 24 hours of being checked in at the Return Center.
        • There are systematic return exceptions that could allow the return to be processed for an adjustment after the grace period. If applicable, the systematic adjustment will show after 24 hours of being checked in at the Return Center.
      • If UPS.com shows delivered, but the device does not show received in DRRT, advise that processing could take 5 business days from delivery.
  5. Set an additional follow-up in 5 business days to continue any NRF research steps:

Research NRF charges

To research a Non-Return Fee, confirm a T-Mobile Non-Return Fee charge is on the account. In the account memos, filter to locate an Equipment Charge and check the Charge Code.

  • It can take 5 business days to process the device after the Return Center receives it. Never issue any manual adjustments in this time frame.
  • Do not file a Handset Research Form (HRF) unless the steps tell you to. Resolving NRFs is owned by Care teams for their empowerment (except for devices lost in transit).
  • Work with your leadership for any scenarios not listed to get the best resolution.
Charge CodeNext step

IWXR: Warranty Non Return Fee

RESTOC: Warranty Non-Return Fee

EWXR: Warranty Non-Return Fee

DCK: Returned Payment Fee

POSN: POS Returned Checks

NSFP: Return Ck-Prior Sys Pymt

DCMC: Returned Order Payment CHG

CSDNRF: CellSpot Non Return Fee

PHPRES: Warranty Non Return Fee

RPTRNR: Signal Booster Non Return

RPT2NR: Signal Booster RS2 Non Return

SCELNR: Small Cell Non Return

LSRFRT: Returned Payment Refunded

HINNRF: Home Internet Non-Return Fee

ZWFHNR: Home Office Int Non-Return

These are T-Mobile NRF charges.

  1. Search the order number associated with the NRF in the Device Return Research Tool (DRRT) to check if the device has been received.
    • The order number associated to the NRF can be found in account memos.
    • When the package is opened and the IMEI is scanned, the device return is confirmed. Then it begins processing in our systems.
    • In the Package Receiving Results box, the Device Status indicates the IMEI listed has been checked in and reviewed for damage. 
    • Do not use tracking number search on UPS.com to confirm the device was returned.
    • HSI in-store returns:
      • Check the order history for an in-store return order and confirm the IMEI matches.
      • If the in-store return confirms the gateway was returned, adjust the Non-Return Fee (NRF) at the charge level.
  2. Check the extended grace period listed above for the order type.
  3. Did T-Mobile receive the device within the extended grace period?
AIZPNR: Assurant Product Non Return
AIZSNR: Assurant Salvage Non Return
All other codes

DRRT shows: Device was received device within extended grace period

If the Device Return Research Tool shows T-Mobile received the device within the extended grace period, verify which device IMEI was returned by checking the Package Receiving Results box.

Customer kept the new/replacement device from T-Mobile.

If the customer kept the replacement device that T-Mobile sent and returned the original defective device:

  1. Check if it has been 10 business days since the device was received.
    • Less than 10 business days: If the device was received in the grace period, the system will automatically credit the non-return fee
      • Do not adjust the fee.
      • It takes up to 10 days from when the defective IMEI is received to process the return and automatically adjust any fees. The Device Return Status will show a "Device received" when scanned in.
      • Set a follow-up for 10 days to check that the fee has been adjusted properly.
    • More than 10 business days: Continue to the next step.
  2. Check for pending or previous adjustments for the non-return fee at the BAN-level for the amount of Non-Return Fee.
  3. If there is no adjustment for the NRF, then adjust at the charge level.
  4. Check if the customer is past due or will become past due from the NRF. Add BLDISP (Billing dispute) collection hold.
  5. Memo the account with the following information: IMEI, Order #, Adjustment amount
  6. Advise the customer that the adjustment will appear on their next bill.

Customer kept the original/defective device on the exchange/return order.

Systematic credits are only applied when the defective IMEI is received.

Make sure the new replacement device IMEI was returned using the Device Return Status tool. (Do not adjust if they retuned the original defective device. It would be credited automatically.).

  1. Check for pending or previous adjustments for the non-return fee at the BAN-level for the amount of Non-Return Fee.
  2. If there is no adjustment for the NRF, then adjust at the charge level.
  3. Check if the customer is past due or will become past due from the NRF. Add BLDISP (Billing dispute) collection hold.
  4. Memo the account with the following information: IMEI, Order #, Adjustment amount
  5. Advise the customer that the adjustment will appear on their next bill.

Customer kept the original/defective device on the exchange/return order.

Systematic credits are only applied when the defective IMEI is received.

Device returned is same make, model, and memory, but with different IMEI:

  1. Check for pending or previous adjustments for the non-return fee at the BAN-level for the amount of Non-Return Fee.
  2. If there is no adjustment for the NRF, adjust at the charge level. The adjustment has immediate balance impact.
  3. Memo account with the following information: IMEI, Order #, and Adjustment amount.
  4. Advise customer the adjustment will impact the balance immediately and appear on their next bill.

Device returned is different make, model, memory, and IMEI:

  1. Contact your leadership for further investigation and best resolution.
  2. If leadership determines that an adjustment is not the resolution:
    • The full Non-Return Fee is due. The fee is not able to be adjusted.
    • If the customer has AutoPay, set expectations on when their AutoPay is scheduled.
    • Failure to pay the full amount by the due date can result in service interruption and additional fees.
    • If the charge is already due, check the customer's eligibility for a payment arrangement.
    • Do not promise any adjustment(s).
    • Do not file a Handset Research Form. There are no additional resolution steps the Handset Research Team can provide.
    • Do not set up an HSDISP hold, because there is no Handset Research Form.
    • Any additional considerations are outside of policy. Contact your leadership for any alternate resolution.

DRRT shows: Device was received after extended grace period

If the DRRT shows that T-Mobile received the device after the extended grace period:

  • No adjustments are guaranteed, because the IMEI was not received within the extended grace period. Leadership approval is required before any manual adjustments. 
  • Do not advise the customer the extended grace period.
  1. Check for pending or previous adjustments for the Non-Return Fee.
  2. Check if it has been 5 business days since the device was received.
    • Fewer than 5 business days:
      • Do not adjust the fee.
      • Do not promise any automatic adjustments. It's not guaranteed after the extended grace period.
      • Allow a minimum of 5 business days from date of receipt, prior to pursuing alternative resolution options.
      • Systematic return exceptions may allow return to be processed for an adjustment after the extended grace period.
      • It takes up to 5 days from when the defective IMEI is received to process the return and automatically adjust any fees. The Device Return Research Tool shows Received when the device has been scanned in at the warehouse.
      • Set a follow-up for 5 days to check if the fee has been adjusted automatically.
    • More than 5 business days: Continue to the next step.
  3. Confirm the NRF was systematically adjusted.
  4. If not adjusted, check memos for previous leadership approval for returning after the extended grace period. 
    • Approval memo is found:
      1. Contact your leadership for the proper adjustment that best fits the situation. See Credit & adjustment support.
      2. Check if the customer is past due or will become past due from the NRF. Add the BLDISP (billing dispute) collection hold.
      3. Memo account with the following information: IMEI, Order #, and Adjustment amount.
      4. Advise customer the adjustment will appear on their next bill.
    • Approval memo is not found:
      • The full Non-Return fee is due. The fee is not able to be adjusted.
      • If the customer has AutoPay, set expectations on when their AutoPay is scheduled.
      • Failure to pay the full amount by the due date can result in service interruption and additional fees.
      • If the charge is already due, check the customer's eligibility for a payment arrangement.
      • Do not promise any adjustment(s).
      • Do not file a Handset Research Form. There are no additional resolution steps the Handset Research Team can provide.
      • Do not set up an HSDISP hold, because there is no Handset Research Form.
      • Any additional considerations are outside of policy. Contact your leadership for any alternate resolution.

If T-Mobile has not received the device yet, go to Return a device after NRF was charged instead.

DRRT shows: Device IMEI has no record of being scanned

Check if the UPS tracking status shows delivered.

  • Not delivered: See Package lost in transit section below.
  • Delivered: See Delivered without IMEI being scanned in Device Return Research Tool section below.
  • Label created: Indicates T-Mobile has created a return label but the package has not been received by UPS. Advise customer to take the package to a local UPS location. If customer indicates they already shipped the device, verify if a different label was used. Do not submit an HRF
  • Return to sender: Packages that are returned to T-Mobile will be processed as returned. An NRF should not be charged. If an NRF is charged, adjust the fee and do not submit a Handset Research Form.
  • No status: Indicates it’s been more than 120 days since the tracking number was created or used and the details are no longer available for review.

 

Use this process when a return package is sent back and then lost by the shipping company.

  1. Confirm the tracking number was provided by T-Mobile:
    • Customer purchased tracking number: Advise customer to contact their shipping carrier. 
    • Tracking number was provided by T-Mobile (listed on order form or manual label provided by Shipping Label Escalation Tool and begins with 1Z9E8). Once confirmed, continue to next step.
  2. Check if there has been no UPS status update for 5 days on UPS.com.
    • The following UPS status applies:
      • In transit (with no movement for 5 days)
        • Excludes Label Created status (means package has not been received by UPS)
      • Lost in transit
      • Damage reported
    • At least 5 days ago: Continue to the next step.
    • Less than 5 days ago: Set a follow-up for 5 days from the date it shows delivered to check the device is not received. Do not file an HRF.
  3. Complete a network usage check to verify the device is not in use.
  4. Advise the customer:
    • Missing devices will be permanently blocked from being used on any network.
    • Attempting to use a missing replacement device may result in duplicate charges.
    • If the device is found to be in use or associated with your account, you will be responsible for paying the cost of the Non-Return Fee.
  5. Verify if the NRF has been charged.
    • If Yes, apply a charge level adjustment for the NRF.
    • If No, set a follow-up for 46 days after order was placed to adjust NRF at charge level.
  6. Block the device's IMEI in Atlas using the Stolen reason code since it was undelivered to the intended recipient. Follow IMEI block/unblock steps.

 

Tracking numbers searched on UPS.com are not used as proof of receipt.

  • Tracking numbers do not confirm that T-Mobile received a device. The device may not be in the package.
  • The following situations may show a UPS delivery, but they do not show a DRRT scan. The device is not verified to be returned.
    • The wrong order number/device IMEI searched in DRS or wrong device IMEI was selected on the exchange order.
      Example: A previously used device is selected, instead of the defective device.
    • Empty packages
    • Items sent to T-Mobile in error (laptops, shoes, or other items sent instead of the device). See Items returned to T-Mobile in error.
    • Items without an IMEI (non-serialized)

UPS tracking status shows "Delivered," but no record of the IMEI being scanned appears in the Device Return Status tool.

  1. Explain the device we expected to be returned was not included in the package that was delivered.
    • Open the Device Return Research Tool in Atlas. 
    • Search the order number associated with the NRF to see if the device received matches the make, model, and memory variant of the expected device.
    • If the returned make, model and memory variant matches the expected device, follow DRRT shows: Device was received within extended grace period > Return order was for the wrong IMEI or MSISDN > Device returned is same make, model, and memory, but with different IMEI.
    • If the DRRT displays a Device would not power on, unable to ID device flag and no other device damage is indicated, the device is considered returned. Adjust NRF at charge level.
    • If the DRRT shows the package was received as Damaged or Tampered, the device is considered returned. Adjust the NRF at charge level
  2. If a different device make, model, or memory variant is returned, follow DRRT shows: Device was received within extended grace period > Return order was for the wrong IMEI or MSISDN > Device returned is different make, model, memory, and IMEI.
  3. For escalations, follow these steps:
    • Any additional considerations are outside of policy. Contact your leadership for any alternate resolution.
    • Follow Device return escalations: Managers for handling escalated situations where the shipping website shows delivered, but the intended IMEI is not scanned.

Adjustments for NRFs

Customers are responsible for paying all charges on their bill, including the Non-Return Fee. The fee is due until the system processes their return and issues an adjustment.

TypeDetails
Automatic adjustments
  • T-Mobile systems automatically apply NRF adjustments/credits for most devices that are received late.
    • It can take 5 business days to process the customer's device after the Return Center receives it. Never issue any manual adjustments in this time frame.
    • The system adjustment shows the adjustment code AMDOCS MS after it applies.
    • Systematic adjustments are only applied when the expected device in the return/warranty order is received.
  • Returned within extended grace period:
    • The system issues automatic adjustments whenever eligible.
  • Returned after extended grace period:
    • There are systematic return exceptions that could allow the return to be processed for an adjustment after the extended grace period.
    • Do not promise any automatic adjustments. It's not guaranteed after the extended grace period.
Manual adjustments
(Care Teams)
  • Only in specific cases, Care teams can manually adjust the Non-Return Fee.
    • Research NRF charges for any customer disputes.
    • The research steps tell you when and how to provide an adjustment.
    • Do not adjust the NRF outside of policy or without specific leadership approval.
  • Returned a different device in a warranty exchange:
    • Before NRF is charged: If the customer kept the defective device and shipped back the replacement device from T-Mobile, the system will not charge an NRF.
    • After NRF is charged: If the customer has an NRF charge and then returns the replacement device from T-Mobile or returns a different device on their account, the customer may be eligible for a manual adjustment.
    • See steps in DRRT shows: Device was received WITHIN extended grace period.
    • Do not file an HRF.
  • Returned after extended grace period:
    • Do not file an HRF.
  • Home Internet:
    • Resume from cancel:
      • If a Home Internet customer resumes from cancel and still has their original equipment, they can continue to use it.
      • If it has been 45 days or more since the customer canceled:
        • Do not attempt to cancel the return. The return will have already triggered the Non-Return Fee (NRF) and no more notifications will be sent to the customer.
        • Find the NRF fee and adjust it in Pending Charges or Billed Charges, at the charge level.
      • Do not file an HRF.
    • Gateway return in-store:
      • Check the order history for an in-store return order, and confirm the IMEI matches.
      • If the in-store return confirms the gateway was returned, adjust the Non-Return Fee at the charge level.
Handset Research Team (HRT)