Using the T-Mobile Promo Tool

Care reps and Retail RAM+ employees can use the T-Mobile Promo Tool, which provides submission details to support customers who are participating in promotions on promotions.t-mobile.com or participating in our Switcher Programs. For full details on supporting rebates, see Rebates support.

Using Promo Tool

 Review this section to understand how to use the Promo Tool.

What to use the Promo Tool for?

 

  • Check the status of a Rebate - Submission status, payment information, rebate payout type
  • Switcher Offers - Carrier Freedom, Keep and Switch
  • T-Mobile Insider - Only use to confirm submission status
  • Streaming - Apple TV and Hulu

 

Handle Rebates like a Pro

  • The Promo tool does not support free line promotions, EIP promotional bill credits, or monthly bill credit offers. 
  • To verify rebate timelines, you can review Rebates 101.
  • Best practice is to use Chrome to access the tool. If using Internet Explorer (IE), users may need to refresh (press F5 on your keyboard) after clicking the Make Payment button to see the next screen.
  • The Promo Tool has a 30-minute timeout security setting that will log users out automatically after initial login. 
  • For access or system relates issues (i.e. Rebate/Carrier Freedom submission details not showing) with the Promo Tool, please engage your leader to have a manual submission created. Leaders, see T-Mobile Promo Tool Exception Handling. 

Rebate Submissions

 Locate a customer's submission and understand the submission status details.

Checking Rebate Status via Promo Tool

 

  1. Go to https://promotool.t-mobile.com/.
  2. Enter in the customer's BAN, MSISDN, Submission ID, or Tracking ID and select Search.

MainScreenCPT
  1. The customer's results will display all submissions on the “All Tab.” You can use the All Tab or check each individual tab to locate the current status* for the needed rebate.
    • *Important: The MSISDN that is going/went through Validation for the offer may not display in the search results.
    • You must go into each submission and review the field CONFIRM WIRELESS #PCS to see the specific MSISDN that was or is being validated. As of 3/6/24, a new field “Confirm #” will display on the dashboard showing you which MSISDN the validation occurred on.
  2. Select the appropriate promotion for the line with the Details button on the right.  

AllSubmissionsDetails
  1. Select Memos on the left pane to expand the column for notes left by previous Care and Rebate Care.
    • When a user had made changes to the submission an automated memo with a time stamp and user ID will be captured:
      • Edits to submission customer information 
      • Edits to payment card customer information
      • Edits to pending submission (Rebate Care only)
      • Manual submission 
      • Force Payment (Make Payment)
      • Carrier Freedom Trade-In Exception submission
      • Resend SMS
  2. Select Uploads on the left pane to view any required bill and/or receipt images that customer provided with their submission:
    • You can rotate image views (clockwise/counter-clockwise), zoom in and out, and hide the upload function to only show when hovered over with the mouse.
    • If the customer submitted a paper form or chose the Print and mail option online, the form and the bill from the previous carrier displays.
    • If customer submitted online and uploaded a digital image of the bill from their previous carrier, only the bill image from the former carrier displays.
  3. Select Unqualified Reason field for the submission denial reason.
  4. Check the Original Submission ID field to see if there is an original submission ID captured. If there is a submission ID captured, this indicates the submission you are viewing was created as a force payment.
  5. Scroll down to review the Special Fields.
  6. Scroll down further to review what the customer is going to receive or which line(s) have been denied.
  7. Select SMS on the left pane to expand the column on the left to view SMS history for the submission associated to searched MSISDN.
  8. Click Resend SMS, if customer would like to have their SMS resent to the associated MSISDN. 

Understanding Rebate status

 Review a customer's rebate and understand the different types of statuses rebates have.

Submission Status

 

Review the results screen tabs to provide the customer the correct information:

  • Approved: The rebate has been approved. To see the amount the customer will receive, select the "Details" button and find Payment Information.

ApprovedCPT
ApprovedDetailsCPT 2
  • Pending: The rebate submission is still processing. Advise the customer to allow more time for the rebate processing. Note: Reviewing the "Details" section may provide more info on the submission. Never provide the customer the listed amount or mention an error as the rebate verification may not be finalized.  

PendingCPT1
PendingDetailsCPT
  • Denied: One or more of the MSISDNs on the account have been denied for the offer. To find the denial reason, select the "Details" button and look under the Consumer Information section for the red text in the Unqualified Reason field. For a list of reasons see Rebate denials. 

DeniedCPT
DeniedDetailsB

Best practices to provide your customers with accurate rebate information:

  • Rebate Offers: The customer will receive their virtual prepaid cards as soon as submission status shows as Approved.
  • Switcher Offers: After submitting, the customer will receive their virtual prepaid cards typically 15 days from meeting all requirements.
  • If the approved rebate time frame listed has passed since the rebate was approved and the customer hasn't received it, confirm the billing address in Atlas is correct (update if incorrect), then transfer the customer to the Rebate Care Queue to have the card reissued.
  • If  the rebate submission includes multiple lines, check "Payment Details" and "Product Information" to find out which lines on the submission have been approved and their payment amounts.
  • There may be other rebate status listed. Please see the table below to confirm status and meaning.
 Disbursement on hold
Offer information may be being updated and offer is on HOLD. All payments/logs are paused.
 Disbursement pendingRebate received.
 Manual ResolveSpecial processing needed – status pending.
 Pending ValidationSubmission received and is waiting validation. 
 ProcessingSubmission received and is waiting for processing.
 ProcessedSubmission approved and waiting to be paid out.
 System ResolveSubmission is pending and is under investigation.
 Record CompleteSubmission processed and completed.
 Submission under review for complianceThis submission has been added to a quality review queue and are not immediate denials. The submission will be reviewed with 24 business hours to determine if it is a valid or not valid submissions. During this quality review, advise the impacted customer of the 24-business hour review period. After review is complete.
  • If deemed valid, submission will update to Approved.
  • If deemed invalid, Unqualified Reason will remain as Under review for compliance, but Status will update to Record Complete.

Offer color status
  • Green: The offer is still open, and if needed, a new submission or force payment CAN be made. 
  • Red: Offer is closed, a new submission or force payment CANNOT be made.
 Customer information

Verify the customer's account and submission info including:

 Submission type

Provides details on how the rebate was submitted:

  • Paperless: online submission.
  • C/S Resubmit: Customer Service spoke to customer and resubmitted on their behalf.
  • C/S Submission: Customer unable to submit; Customer Service submitted on their behalf.
  • C/S Re-issue: Rebate Care re-issued the card.
  • C/S Log: Customer Service entered notes regarding the customer.
  • Data Import: Customer data transferred via a file and not on a website.
  • Mail In: Submitted via mail, paper form.
 Payment information

For approved customers, verify payout type (physical or Virtual), based on the promo information in Magenta Pulse. Reference Rebate & Promotional Cards for additional detail. Confirm amount, approval date, expiration date, funds/spend on card, card ship date (applicable for physical card only), card reissuance, and notes.

  • Debit Card or Virtual Express Card: Customer will receive a virtual prepaid card. Click Card Detail for specific card info like name, shipping address, expiration date, balance, etc.
    • If verified customer requests their name, address, phone number or email on Card Details to be updated, please transfer the customer to Rebate Care for further support. 
  • External: Shows manual adjustments applied by Rebate Care.
  • Premium: The reward is a product or redemption code. For example, Univision Soccer Ball for World Cup, 1 year Hulu redemption code.
  • Check: Customer will be paid with a check.
 Special Fields

Review and additional details such as memos, emails, SMS delivery date. If customers lose the original SMS with the Virtual Pay link, they can access it again at the www.switch2t-mobile.com site by clicking on the status page. If a Force Payment was processed, the reason is listed in the Force Pay Reason field of this section.

 Virtual PayVirtual prepaid card is the default payout method. Exception: Costco shop cards.
 Product informationDisplays the Product/Device information for the submission by phone number on the account.
 Trade-in history

View of the last 6 months of device trade-ins associated to each MSISDN on the submission along with other trade-ins on the account:

  • Returned Status 
  • Trade-in initiated
  • Trade-in value
  • RMA Number
  • Channel
  • Device Type
  • IMEI
  • Product Type

Editing Rebate

 Help customers receive their rebate and edit miss spellings or inaccuracies that may have caused denial.

Edit pending rebate submissions

 

  1. Go to Details screen.
  2. Select Edit Customer Information, the customer Information screen will then be displayed. 
  3. Edit First/Last name, Telephone, and/or address.
  4. Select Save
  5. Select Resend SMS if customer would like to have their SMS resent to the associated MSISDN. 

EditFirstStepCPT
SavePermissionsCPT