Out of Warranty (OOW) fee research

Use these steps to research Out of Warranty (OOW) fees charged when returning or exchanging a device.

Out of Warranty fees

Review the requirements for returning devices.

  • OOW fees are charged to customer accounts when a device they shipped back fails the device condition check.
    • If a store accidentally accepts a damaged device, the store is impacted. The customer does not receive an OOW fee.
    • If a device is damaged during shipping or in transit, the customer does not receive an OOW fee.
  • OOW charges can be up to $1600. Amounts per device:
    • Warranty exchanges: See Warranty exchanges page Attachments.
    • Coverage devices: See Coverage device returns & exchanges.

       

  • Do not credit OOW fees unless instructed by policy.
✔ OOW fees are charged for❌ OOW fees are not charged for
  • Coverage device returns or exchanges
  • Warranty exchanges for phone, tablets, and wearables
  • Buyer's remorse returns (Damaged purchases are ineligible for return but may be replaced with device protection.)
  • Device protection claims (Accidental damage is covered.)
  • Home Internet returns or exchanges (Customers may be charged for Internet Equipment Damage.)
  • Trade in (Damaged trade ins may be ineligible for credits or promotions.)
  • Warranty exchanges for battery-only or charger-only

Research OOW fees

Help customers with OOW disputes on their account.

  1. Open the RDI Lookup Tool to check the status and condition of a device.
  2. Click CONTINUE WITH T-MOBILE, then RDI LOOKUP. (This step is only required when asked to log in. The login is remembered for the day.)
  3. Enter the IMEI or return tracking number.
  4. Click the magnifying glass.
  5. Validate what damage was found on the device. Look for any damage that fails the condition checks.
  6. If you need search for a new IMEI, click the down arrow on the top banner, and select RDI LOOKUP.

  1. If there is an image, do not adjust the OOW fee.
  2. Review the image to determine why the OOW fee was charged.
    • LCD is unseated: Image shows the LCD is no longer aligned with the device case.
    • Physical damage to LCD: Image shows damage to the LCD screen.
    • Liquid damage: Image may show the Liquid Damage Indicator (LDI) as red or slightly red.
    • Liquid damage Indicator (LDI) may appear missing or not visible.
      • This is normal for devices designed with a small or hidden LDI. Viewing the LDI requires a tool (such as an Otoscope), so it won't show in pictures.
      • Common procedures explain if a tool is needed to view LDI.
      • Do not adjust OOW fees for this. Advise customers the LDI is not visible due to the phone's design.
  3. Explain the OOW fee damage to customers based on what is shown in the images.
    • You can use this suggested script: "The device you returned was inspected by our T-Mobile's authorized return center. While inspecting the device, it was determined it had physical or liquid damage, or proof the device was opened and/or modified, which voids your warranty. Your account has been charged an out of warranty fee to recoup the costs of the replacement that you were sent."
    • Offer to email the customer copies of the images in the RDI Lookup Tool.
      • The send email button is grayed out if no images are selected.
      • Email size is limited to 10MB. If unable to send, remove one or more images and retry.
         

If customers still claim that the device had no damage before shipping the package:

  • When the Return Center receives a package that is damaged in shipping, they dispute it with the shipping carrier.
    • This dispute process happens automatically. There is no escalation for this, because it happens to all damaged shipments.
    • We don't charge the OOW fee for devices damaged during shipping.
  • Care Teams and leadership are empowered to determine when to offer a courtesy credit. Visit Credit & adjustment support to provide it.

  1. In the account memos, filter to locate an Equipment charge. Check the user memo for one of the following Charge Code.
    • IWXO
    • OUTWAR
    • EWXO
    • EXTOOW
    • If one of these codes is not present: There is not an OOW fee. It may be a Non-Return Fee (NRF). Use Non-Return Fee (NRF) research or contact your leadership.
  2. Check the status of the device in the RDI Lookup Tool.
  3. Double-check the IMEI or tracking number is correct and matches the device being charged the out of warranty fee. (If you search the wrong IMEI, it will appear there is no image available.)
  4. Search the IMEI in the Device Return Reseach Tool (DRRT) to verify when the IMEI was scanned. Allow 10 business days from the time the IMEI was scanned in for the image to be available.
  5. After 10 business days, if no image is available, adjust the OOW fee at the charge level.

Credits for OOW fees

Follow these steps to process OOW fee credits.

If a customer disputes the OOW charge:

  1. Research OOW fees. Determine if images are available and what the images show.
    • If there is an image of the damage, do not adjust the OOW fee. Advise the customer they are responsible for paying all charges on their bill, including the OOW fee.
    • If there no image of the damage, you may review the situation with leadership on a case-by-case basis.
  2. Explain the results of the OOW fee research.
  3. If the customer continues to dispute, contact your leadership for any approval.
    • Manual credits for damaged devices are a leadership decision. Leadership approval is required.
    • If leadership approved:
      • Add a memo to the account that the OOW is adjusted. Include the leadership approval in the memo.
      • Images available: Apply a Goodwill credit.
      • Images not available: Apply a Charge level credit.
      • Visit Credit & adjustment support to provide the credit.
    • If leadership did not approve:
      • The full OOW 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.

RDI lookup tool issues

Escalate system issues with the tool.

Do not use this to escalate cases where images are not available. Instead, see the Image not available section above.

  1. Check System Issues for any issues with RDI Lookup Tool first.
  2. Report system issues with RDI Lookup Tool with the following information to your Team Manager:
    • IMEI:
    • Tracking number:
    • BAN:
    • Issue description:
    • Screenshot:
  3. Set a follow-up in 5 business days.
  4. Team Managers: See Warranty exchange escalations.