Device Return Research Tool (DRRT)

Learn about the Device Return Research Tool (DRRT) for Care.

Details

  • The Device Return Research Tool in Care is part of Task Assist—an effort in which automation bots work side-by-side with frontline Experts, an addition to the Expert Assist suite of digital solutions.
  • Using automation, frontline users can research devices returned to T-Mobile (warranty exchange, trade-in, remorse return) using a bot that gives access to information and tools frontline Experts don't have access to today.
  • This bot easily provides details that allow frontline Experts to resolve customer needs on the first call instead of escalating to a higher tier of support.
  • When customers request the status of their returned device (trade-in, warranty, or general return), instead of checking various Atlas windows to get the answer, Account Experts can enter the order number in a box and a bot handles the rest—researching the answer and providing a lightning-fast reply.
  • Device Return Research Tool will only provide full IMEI and tracking numbers when a verified customer is in focus. For offline or follow-up work, a masked version of the tool is available under Toolbox > Customer Support Tools on the left nav. 

When to use 

Use this tool to learn more about the return status of the following order types:

  • Warranty exchanges
  • Non-HSI remorse returns
  • Trade-ins

How to use 

  1. Select the Device Return Research Tool in the Atlas Toolbox
  2. Select the appropriate order type.
  3. Complete the requested fields: 
    • To query warranty exchange or remorse return orders, use the order number.
    • For remorse returns, use the return order number. Do not use the upgrade order number.
    • To query trade-in orders, use the tracking number or IMEI and order date.
    •  TFB customer support: SFDC and BOSS order data are not included. Use IMEI/tracking to research these orders.
  4. Select Submit.

How to read

The Device Return Research Tool provides two key pieces of information (listed below) about what’s received at the return center.

  • The Package Receiving Results section provides package information based on the tracking number associated with the order number or tracking number provided for trade-in orders.
  • Information in yellow shows the status of the package.
  • Device information in the top box indicates what was received in the package associated with the tracking number and if the device was received with any damage.
  • Damage is indicated in the Device Flags column.

  • The IMEI Search Results section at the bottom of the screen provides device information based on the IMEI received in the package, plus the following:
    • IMEIs associated with the order number provided
    • IMEI if located via search for trade-in orders
  • For warranty exchanges, if nothing is found associated to the order’s return tracking number, both the defective and replacement IMEIs are searched.
  • If the searched IMEI is received within 60 days of order date, the results display.

Next steps 

Use this table to determine next steps based on the package status you see in the tool.

Package statusResolution Steps
Package received

Warranty exchange orders

  • Compare the IMEI search results with the IMEI expected as part of the return order.
    • The replacement and defective IMEIs associated with a warranty exchange order are presented in the header of the IMEI Search Result box to easily compare.
  • If the defective or replacement IMEI doesn’t match IMEI 1 or IMEI 2 of the received device, check the Product Description to determine if the correct make/model and memory variant was received.
  • If the device flag displays that device would not power on, unable to be ID'd and no other damage is listed, the device should be considered returned.
  • Follow Non-Return Fee (NRF) research for NRF call handling.

Trade-in orders

  • Review the IMEI of the received device.
  • If the device status doesn’t indicate any damage or disqualifying conditions, work to compensate the customer for the return of a good device.
  • If applicable, follow Line/service promotional credit issue handling to resolve issues with the promotion.
Package received - tamperedIf the device flag indicates damage as well, it’s possible the damage may have occurred while in transit. We would not hold the customer responsible for damaged returns in this situation.
Package received - Empty gift boxes found in the packageIf the package status also shows damaged or opened, this indicates theft in transit to T-Mobile and the device should be considered returned.
Package received with no IMEI listed as receivedIf the package status also shows damaged or opened, this indicates theft in transit to T-Mobile and the device should be considered returned.
No results found
  • If searching by order number, ask customer if another return tracking number was used and search by that number.
  • If no results are found based on the return tracking provided and the date selected, it means T-Mobile has not received the return.
  • Check the return tracking number to confirm accuracy.
    Important: If the tracking number doesn’t show delivery in Texas on UPS.com, the return will not show in the tool.
  • If you’ve confirmed the shipping carrier has lost the device in transit, follow the outlined steps based on order type.
  • Escalate to the Customer Experience team if additional assistance with tracking is needed.

If you experience issues with the Device Return Research Tool or errors with next steps, work with your leader to file a Compass ticket titled Task Assist (Robotic Process Automation).