Refund & credit issues for ship-to orders

Refunds for returned devices and down payments, taxes, etc. can take up to 7 business days from the date of the return to be applied to the customer’s original form of payment.

• Returns are dated based on when the device or accessory is scanned at the return center in the Device Return Research Tool (DRRT), which may not match the delivery date shown in carrier tracking.
• Once a handset refund is requested, a credit memo posts, and the refund can take up to 7 business days from that date to show on the customer’s original payment method.
• Do not file an HNF for buyer’s remorse devices received after 60 days with a manual shipping label created in the shipping label escalation tool. Coaches follow Upgrade and EIP escalations.
• For problems with this in National Retail, see National Retail & Apple purchase support.
   

If 7 business days have passed since the IMEI shows as "Received" in Device Return Research Tool (DRRT):

1. Confirm the refund has not been requested.
   • Check for a Purchase or Credit memo showing a requested credit for the returned order. If found, a refund was requested. If 7 business days have passed since the memo posted and the refund hasn’t been received, follow Refund escalations for ship-to equipment.
   • If the refund is missing or only a partial refund, continue to the next step.
2. Engage your Manager to follow the appropriate customer resolution steps based on order type.
3. Managers: Follow Device return escalations: Managers for steps. .

Remember:

• Tracking numbers should never be used as proof of receipt.
• Do not file an HRF, unless directed by policy.
• Do not promise a credit when filing a Handset Research Form.
   

Check UPS.com for the status of the tracking number:

• Not delivered: See Package lost or damaged in transit below.
• Delivered: See Delivered without IMEI being scanned into the Device Return Research Tool (DRRT) below. 
• Label Created: A return tracking number is generated, but UPS has not received the package from the customer.
• Shipment ready for UPS: UPS has received the electronic transmission of shipment details and billing information for the shipment, but UPS has not received the package from the customer.
• No Status: This indicates it has been over 120 days since tracking number was used. Work with your leader to consider the customer’s situation and business impact. Review Care courtesy credits  to determine if a credit is warranted. 
• Do not file HRFs or HRT escalations. Escalations support teams cannot resolve these requests. 
• Damage Reported or Damage Reported – Returning to Sender: The package should be delivered to the return center. If we do not see the IMEI returned in the device return status tool, follow Package lost or damaged in transit below.

• Refunds that are rejected by the bank must receive the refund through a manual process. 
• Payment Operations Team will memo the account when they receive a rejected refund from the bank.
• Review account memos to verify if the customer was impacted by a rejected refund.
  • No memo is located: If it has been over 10 days since the equipment was returned, submit a Handset Research Form to investigate the refund status.
  • Rejected refund memo is located: Complete the Ship-To Equipment Refund form to have a prepaid Mastercard mailed to the customer. You must capture a valid shipping address from the customer to receive the refund. 
    
    • Customer first and last name
    • BAN & Mobile Number
    • Enter "n/a" for last four digits of the card
    • Original order number
      
    • Original date of transaction
    • Refund Payment amount
    • Enter the customer's valid shipping address in the text box where the prepaid refund card should be mailed. 
• Memo the account that an equipment refund form has been sent to Payment Operations with a valid shipping address in Atlas / Samson. Enter the customer's valid shipping address in the text box where the prepaid refund card should be mailed. For T-Mobile.com accessory only orders, review Atlas order notes.
• Advise the customer the refund will be processed and mailed within 1 week.

Use this process to assist customer with refunds for returned accessories, down payments, taxes, etc.

• Some accessory returns may not be systematically refunded and will require assistance via a Handset Research Form (HRF).
• Only file a HRF if return tracking shows delivered to the return center.
• Do not file a HRF for Buyer’s Remorse returns received after 60 days with a manual shipping label created in the Shipping Label Escalation Tool.
• For problems with this in National Retail, see National Retail & Apple purchase support.

If the return tracking number shows delivered to the return center:

1. Confirm the refund hasn’t already posted. Look for a Purchase or Credit memo type that indicates a credit amount has been requested for the returned order.
   • If found, a refund has been requested.
   • If 7 days has passed since this memo was posted, but the customer has not received the refund, follow Refund escalations for ship-to equipment.
   • If the refund is missing or only a partial refund, continue to the next step.
2. File a Handset Research form using correct order and request type listed on Handset Research Form steps.

Refunds for returned devices and down payments, taxes, etc. can take up to 10 days to process.

• This is 10 days from when the refund was requested by the system.
• The return date is based on the date the device or accessory is scanned in at the return center and may not be the date the tracking number showed delivery.
• Samson shows a manual adjustment (MAGCOM) refund memo when the refund was requested. It takes up to 10 days from the memo for the refund to show on the customer's account.
• Do not file a HRF if 10 business days have not passed since the device was returned and 10 business days from when the MAGCOM adjustment was placed on the account.
   

If 10 days have passed since received in Device Return Status:

1. Confirm the refund has not been requested. Open account memos and look for the memos created by the Handset Research Team:
   • Downpayment and taxes are being refunded:
     IMEI(s) XXX returned on XX/XX/XX.  Adjustment $XXX is the downpayment for corresponding IMEI(s) listed above.
   • Handset Research Team memo when processing a Buyers remorse for a Magenta Complete customer:
     IMEI XXX was returned to our warehouse. The EIP has been closed (Please allow one bill cycle for any necessary credits to be balance impacting). The down payment has been applied to the T-Mobile Account, we are working to have the down payment refunded back, please allow 10 business days for processing.
2. Search IMEI in the Device Return Status tool to confirm the device has been returned.
3. File a Handset Research form using correct order and request type listed on Handset Research Form steps.
4. Set follow-up for 5 business days to follow up with the customer on the status of their return and refund.
5. Coaches and above: Use the following pages to resolve escalations:
   • HRF is not resolved after 5 days: Handset research escalations
   • HRF was approved, but there is no resolution: Refund escalations for ship-to orders

Follow Problems with a device order.