Ship-to order status and tracking

For shipments to the customer, use the Non-existing or New Customer table below to check status.

For devices being returned to T-Mobile, see Device Return Status.

Atlas Order Lookup Result

For shipments to the customer, use the Existing Customer table below to check status.

For devices being returned to T-Mobile, see Device Return Status.

PartiallyCreated

1. Advise the customer the order is not complete.
   • They have not been charged.
   • The order has not shipped.
2. See e-Signatures to:
   • Walk the customer through signing their e-Signature.
   • Resend the e-Signature request.
   • Troubleshoot e-Signature issues.

PartiallyWorkinProgress

All or part of the order is in Pre-order status​.

1. Provide the Most Recent Estimated Ship Date on the order.
   • Do not use the original estimated shipping date, this may be outdated.
   • The customer will receive update notifications.
2. Check the Call Status field in the Credit Card Update Tool.
   • If a tracking number is available, see Shipping carrier status.
   • If no tracking number is available send the customer a link to Check Order Status.
3. If 24 hours have passed since the last estimated ship date and there is no tracking number, escalate the example to your Team Manager or above with the following details:
   • Order number
   • MSISDN + BAN
   • Device make + model
   • Estimated ship date
4. Team Manager: See Frontline experience escalations.

• Provide most recent Estimated Ship Date. This can be found on the Order Details screen, under Shipping info tile.
• Leave Order notes with action taken.
• If 24 hours have passed since the last estimated ship date and there is no tracking number, then look up the order in the CCUT to confirm there is no tracking information.
  If there is no tracking shown in CCUT, escalate the example to your Team Manager or above with the following details:
  • Order number
  • MSISDN + BAN
  • Device make + model
  • Estimated ship datexxx
• Team Manager: See Frontline experience escalations.

1. Check when the order was originally completed.
2. Upgrades: If it has been more than 48 hours since the order was placed.
   1. Review System Issues to identify any known issues related to orders:
   2. File a Service Desk ticket.
3. Warranty exchange: If it has been more than 7 days, see Warranty order issues.
4. Provide the Most Recent Estimated Ship Date on the order.
   • Do not use the Original estimated shipping date, this may be outdated.
   • The customer will receive update notifications.
5. Check the Call Status field in the Credit Card Update Tool.
6. Send customer a link to Check Order Status.

Order has been cancelled.

• The customer was not charged.
• The order will not be shipped.

1. Verify the order has been cancelled in the Credit Card Update Tool.
   Note: Service Partners must access via Citrix, or a browser window opened via Atlas.
2. If needed, use the account memos to research the cancellation.
3. Orders may be cancelled due to:
   • Customer request
   • e-Signature not signed by customer
   • Payment was declined
4. A new order will be needed if the customer wants to purchase the equipment.

Created

For order starting with 710

• Provide most recent Estimated Ship Date.
• This can be found on the Order Details screen, under Shipping info tile.
• Leave Order notes with action taken.

For return orders starting with AC

A return has been initiated and T-Mobile has not received back the equipment that needs to be returned. 

Exception: SIM only return orders will always be in created status. When the return is initiated, T-Mobile issues the refund to the bank automatically. The customer doesn’t need to return the SIM.

• Provide most recent Estimated Ship Date. This can be found on the Order Details screen, under the Shipping Info tile.
• Leave Order notes with action taken.
• If 24 hours have passed since the last estimated ship date and there is no tracking number, escalate the example to your Team Manager or above with the following details:
  • Order number
  • MSISDN + BAN
  • Device make + model
  • Estimated ship date
• Team Manager: See Frontline experience escalations.

• See Declined payments: Equipment orders to review and update order payment method.
• Leave Order notes with action taken.

• Provide most recent Estimated Ship Date. 
• This can be found on the Order Details screen, under the Shipping Info tile.
• Leave Order notes with action taken.
  

• See UPS status & tracking details.
• Leave Atlas memos with action taken.

• See UPS status & tracking details.
• Leave Atlas memos with action taken.

UPS completed delivery

• See UPS status & tracking details.
• Leave Atlas memos with action taken.

• Look up the associated return order through Order lookup.
• Leave Atlas memos with action taken.

• Look up the associated return order through Order lookup.
• Leave Atlas memos with action taken.

Order has been cancelled.

• The customer was not charged.
• The order will not be shipped.

1. Use the Order number to locate the order in the Credit Card Update Tool.
   Note: Service Partners must access via Citrix, or a browser window opened via Atlas.
2. Go to the Sales tab.
3. Verify the order is in Cancelled status in Order Status field.
4. If needed, use the Order Lookup Notes  to research the cancellation.
5. Orders may be cancelled due to:
   • Customer request
   • Payment was declined
6. Follow instructions for next steps.
7. Customer may be able to place a new order.
   • Care: Transfer to Virtual Retail (Consumer).
   • WTS: Assist the customer with placing a new order. See New customer orders: DASH or Accessory orders: DASH.
8. Leave Order notes with action taken.

• Provide most recent Estimated Ship Date. 
• This can be found on the Order Details screen, under the Shipping Info tile.
• Leave Order notes with action taken.

1. Identify the number or error code on the order.
2. See Alerts, errors, and recent fixes: DASH.
3. Use CTRL+F on your keyboard to search the error code or message.
4. Complete steps provided for error.

CC Authorization Fail

1. In DASH, look up the order.
2. Click the Update Payment Details button.
3. Verify the account PIN/Passcode, and click Confirm.
4. Update the credit card information.
5. Click Submit.

If customer says the payment was processed by their bank:

1. Check in the SAP tool the:
   • The Due today and WCS order total match.
   • The TAX and TAX UI already match.
   • The Net and Net value UA match.
   • The order is blocked
   • Delivery block: Signature Pending
2. Open a DASH Ticket.
   1. Note the ticket number in DASH and Atlas.
   2. Set the expectation that it will take 3-5 days for the ticket.
3. Review email notification and see ServiceNow tickets.
   • Email shows ticket has been resolved:
     1. Check the order status.
     2. If resolved, check shipping information, and call customer to provide tracking number.
     3. If not resolved, it will fall into another order queue and call customer to see if a replacement order is processed or a new order needs to be placed.
   • Email shows ticket is in progress:
     • Status Update: Do not contact the customer until resolved or closed.
   • Emails shows ticket is closed:
     1. Ticket is being transferred to a master ticket.
     2. Notification is sent to submitter that the ticket has been closed.
     3. Follow up with the customer and educate on resolution.

Canceled

Order has been cancelled.

• The customer was not charged.
• The order will not be shipped.

1. Use the DASH Order number to locate the order in the Credit Card Update Tool.
   Note: Service Partners must access via Citrix or a browser window opened via Atlas.
2. Go to the Sales tab.
3. Verify the order is in Cancelled status in Order Status field.
4. If needed, use the DASH order notes or account memos to research the cancellation.
5. Orders may be cancelled due to:
   • Customer request
   • e-Signature not signed by customer
   • Payment was declined
6. Follow instructions for next steps.
7. Customer may be able to place a new order.
   • New customer orders: DASH
   • Add a line: DASH
   • Accessory orders: DASH

If the order was placed:

• Less than 48 hours ago: Provide Estimated Ship Date on the order.
• More than 48 hours ago: Engage WTS Offline.

The “Order Queued” status is by design. The status will update automatically within 2 hours.

If the order was submitted more than 2 hours ago, verify the order shows in the Credit Card Update Tool.

• No: Open an incident ticket in DASH to have the order canceled, then rekey the order.
• Yes: Provide Estimated Ship Date on the order.

• It may take up to 10 days for the return to fully process.
• For credit and refund questions, see Refund & credit issues for ship-to orders.

The order needs to be updated. See Work in Progress orders: DASH.

• The order will be updated within 24 hours.
• See DASH order verification.

• Review the account and DASH Order memos.
• The customer will receive an email advising them of next steps.
• The customer will need to visit a T-Mobile store and show identification to place a new order.

1. Use the Credit Card Update Tool to confirm the status of the device order and determine next steps.
   Note: Service Partners must access via Citrix or a browser window opened via Atlas.
2. Provide the Most Recent Estimated Ship Date on the order.
   Note: Do not use the original estimated shipping date as this may be outdated.
3. From New customer onboarding:
   • Advise the customer of the notifications when updates are available.
   • Send the customer a link to Check Order Status.

• Less than 48 hours ago: Provide Estimated Ship Date on the order.
• More than 48 hours ago: Engage WTS Offline.

• Advise the customer T-Mobile was unable to charge the credit card on the order.
• See Declined payments: Equipment orders to update the payment method.

• Review the order for more details.
• Provide tracking and notification information.

Inventory has been assigned.

The order is scheduled to be shipped within two business days.

• Review the account memos for more information and order history.
• Orders in this status cannot be modified.
• Start a new order if the customer still wants to purchase the equipment.

• If the ESD has elapsed with no new date, escalate to Team Manager or above.
• If the ESD for the backordered product is showing in-stock/available in the DASH/Atlas, escalate to Team Manager or above.
  
• Team Manager: See Care Customer Experience escalations.

• Advise the customer they will be charged for the order when it is ready to ship.
• If the customer wants to update payment information, see Change or cancel requests: Ship-to orders.

• Call the help desk to have a ticket filed under the CCUT category and assign to SAP O2C.
• Coaches: See Support ticket guidelines: Coaches.

• The credit card must be updated to clear the duplicate status.
• See Change or cancel requests: Ship-to orders.

• Verify if the customer has completed the E-Signature.
• DASH orders: The order may need to be rekeyed.

If the order has not shipped, check the Call Status field in the Credit Card Update Tool.

The customer has not signed the e-Signature for the order.

See e-Signatures​ to:

• Help the customer sign their finance agreement.
• Resend the e-Signature request.

The order has been cancelled.

• The customer did not sign the financing agreement.
• A new order will need to be placed:
  • New Activations
  • Upgrade orders: Care

Order is complete.

If the order has not shipped, check the Call Status field in the Credit Card Update Tool.

• Use the order number from the EIP EC Summary to look up the order and provide basic order details to the customer.
• Confirm the estimated ship dates.
• If you’re unable to locate the order in Order Lookup or in the Credit Card Update Tool (CCUT):
  • The order has failed to process correctly.
  • Review Frontline system issues to determine if there is a known issue.
  • Work with the customer to replace the order.