Trade-in Lookup Tool

• The Trade-in Lookup tool can be used to check the status of a customer’s trade-in, resending ship kits & shipping labels, and assisting customers with their pending exception offer. Instant and deferred trades are viewable. Trade-in types include:
  • JUMP!
  • Standard trade-in
  • Yearly Upgrade
• Trade-in Lookup allows users to search up to 24 months back from the current date. (RMAs greater than 24 months can be viewed using the RMA Lookup Tool.)

1. Log in to Atlas. Click the Toolbox tile in the left-hand bar select Trade-in Lookup.
   • Information is pre-filtered by the account you accessed it.
   • Information is available for up to two years.
2. Trade-in can be searched by Account Number, Mobile Number, Store ID, RMA, IMEI, and trade-in date.
3. Filter search by Offer Status and Program Type.
4. Select appropriate trade-in record by clicking on the RMA number.
5. Search results will display: RMA, Offer Date & Amount, Offer Status, Program Type, MSISDN, BAN, Device Description, IMEI, Promo Applied (Y/N), Channel, User ID
6. See:
   • Statuses or resend a label below for steps in the tool.
   • Trade-in device program & orders for deferred trade-in steps.
   • Trade-in & EIP credit issues for issues with credits or exceptions.

1. Select Trade-in Lookup from the account-level devices or select a mobile number.
   • Information is pre-filtered by the account you accessed it from.
2. Trade-in can be searched by Account Number, Mobile Number, Store ID, RMA, IMEI and/or trade-in date.
3. Select appropriate trade-in record by clicking on the RMA number.
4. Search results will display: RMA, Offer Date & Amount, Offer Status, Program Type, MSISDN, BAN, Device Description, IMEI, Promo Applied (Y/N), Channel, User ID.
5. See:
   • Statuses or resend a label below for steps in the tool.
   • Trade-in device program & orders for deferred trade-in steps.
   • Trade-in & EIP credit issues for issues with credits or exceptions.

You can resend a trade-in ship kit to the customer so they can mail their deferred JUMP! or trade-in device to T-Mobile. (Customers in Puerto Rico are not eligible for ship kits. Follow instructions for sending shipping labels).

1. Before sending a ship kit: 
   • If customers are doing a deferred trade in, give them the option to turn it in at a local retail store (except for JUMP! trade ins, which cannot use this option). This gives them a better and faster experience.
   • Customers are limited to three trade-in ship kits requests per order.
2. Look up customer's trade-in via Trade-in Lookup tool.
3. Click the RMA link and scroll down to Shipping Info.
4. Click Replace return kit.
5. Select the Replacement reason from the drop-down menu:
   • Kit never received
   • Shipped to incorrect address
   • Received damaged
   • Kit lost/damaged after receipt
   • Packing materials missing/damaged
   • Wrong kit size received
   • Other
6. If needed, edit the customer’s shipping address prior to sending.
7. Click Continue.
8. Select the trade-in devices the customer wants to ship back and click Continue.
9. Once sent, the following confirmation message should be received: Return Kit has been sent.
10. Advise the customer they will receive the ship kit via US postal mail in 3-5 business days. The kit will include a box, pre-printed shipping label, bubble bag for the device, and instructions.
     

The option to resend the trade-in ship kit is not available in the Trade-in Lookup tool if any of the following applies:

• Customer has recently ordered a trade-in kit which has not been delivered.
• Customer has already ordered three replacement ship kits.
• RMA has expired.
• Trade-in was instant.
• Trade-in was turned in at a store.
• Trade-in has been received/processed by T-Mobile.

1. Look up customer's order within DASH.
2. Access the shipping info within the order details.
3. Click Replace return kit.
4. Select the Replacement reason from the drop-down menu:
   • Kit never received
   • Shipped to incorrect address
   • Received damaged
   • Kit lost/damaged after receipt
   • Packing materials missing/damaged
   • Wrong kit size received
   • Other
5. If needed, edit the customer’s shipping address prior to sending.
6. Click Continue.
7. Select the trade-in devices the customer wants to ship back and click Continue.
8. Once sent, the following confirmation message should be received: Return Kit has been sent.
9. Advise the customer they will receive the ship kit via US postal mail in 3-5 business days. The kit will include a box, pre-printed shipping label, bubble bag for device, and instructions.

Use the original and adjusted quote comparison to answer any questions the customer may have about their deferred pending exception offer.

• Customers can manage their deferred pending exception offer with the T-Life app or within their My T-Mobile account.
• Customers can check trade-in status and review/approve updated trade-in offers by accessing their order status in T-Life > Account > Additional Tasks > Order History > Trade-in Detail.
• If a customer is unable to manage their pending deferred exception offer, use these steps to assist them with accepting the adjusted offer or declining and having their trade-in device returned to them.

Customers can manage their deferred pending exception offer with their My T-Mobile account or the My T-Mobile app.

If a customer is unable to manage their pending deferred exception offer via self-service options, use these steps to assist the customer with accepting the adjusted offer or declining and having their trade-in device returned to them.

1. From the open RMA click Manage Adjusted Offer.
2. Inform the customer they have two options:
   • They can choose to accept the adjusted trade-in offer. The reduced trade-in amount will be applied to their account.
   • They can choose to decline and have the trade-in device returned at no cost. Make sure to confirm the customer's return shipping address prior to submitting.
     Note: If prompted, it is recommended that you select the USPS validated return address.
3. Once an option has been selected click Continue.
4. The adjusted trade-in quote will update to reflect customer decision.
5. The customer must act by the expiration date listed or the adjusted offer amount will automatically be applied.

You can resend the customer an EIP payoff receipt using the following steps:

1. From the open RMA scroll down to Equipment Installment Plan payoff and click Resend receipt.
2. Enter customer email address.
3. Click Resend.

Follow the guidelines as outlined in Cancel a device recovery RMA prior to any RMA cancellation. If cancel RMA is not available, then the RMA cannot be canceled or the user is not permissioned for this function.

1. From the open RMA click Cancel RMA.
2. Select the cancel reason from drop down menu.
3. Once the reason has been selected, click the Cancel RMA button.
4. Confirmation message will appear: RMA has been cancelled.
5. The customer should not attempt to trade in the device if the RMA has been cancelled.

RMA shows the device did not pass condition checks, however there are no images presented and the customer was not contacted, why?

Device images and customer notifications only occur if the device is placed in a 14-day exception hold.

If the customer indicated during the original device condition questionnaire that the device was not in an “acceptable” condition and T-Mobile confirms this when the device is evaluated, then this is considered the expected condition and T-Mobile does not place the device in an exception hold (no images provided, no customer exception notification).

If the exception reason is "Received Late" or "Lost/Stolen," these statuses may also result in no device photo.

Customer indicated the device was in “good” condition, but the device did not pass condition checks when T-Mobile evaluated. Why was the device not placed into an exception hold?

• If the customer indicated during the original device condition questionnaire that the device is in an “acceptable” condition and has a $0 trade-in value, but T-Mobile evaluates the device and it does not pass condition checks and the trade-in value does not change from the original $0 quote, T-Mobile does not place these devices in a 14-day hold.
• These customers are also subject to unenrollment from their device promotion.  

The Service Failure error message is a known error that can occur from time to time.

• Attempt to click past the error to continue to the trade-in record. 
• If they cannot click past it, they should close out of the Trade-in Lookup tool, re-open and start again.

•  Trade-in device program & orders
•  Trade-in & EIP credit issues