Order lookup: Atlas

Use these steps to look up previously placed orders in the Atlas Order Lookup.

Look up an order

DEMO

Select Tools > Order Lookup.
- With an account in focus, orders will automatically be displayed for that account.
Search orders by selecting Select Search Type and entering the relevant search criteria.
- Order ID
- Account Number
- Phone Number
- Customer Name
- Email Address
- Return Authorization Number
- Tracking Number
- Serial Number
- Partner Order ID
- Physical SIM or eSIM (EID) Number
- Store, Transaction, or Terminal ID (In-store purchased products)
Find the following on the Order Search screen:
- Order Date
- Order Number
- Customer Name
- Mobile Number
- Order Type
- Order Channel
- Item
- Related Orders
- Order Status and Tracking
- Store ID and Date Range (14 days max)
- Transaction ID (requires all information to be entered to search, Store ID, transaction date, Transaction ID, Terminal ID.)
Find the following on the Order Details screen.

Order Type

Find the following on the Order Details screen

Existing customer (Ship-to & Retail orders)

Upgrades
MyT-Mobile Accessories
Linelink
Coverage devices
MyT-Mobile add a lines including Home Internet
Home Internet via T-Life

Shipping Info
Items in the Order
Trade-in Device Information
Equipment Installment Plan
Payment Info, which includes link to CCUT)
Order Notifications
Item Summary
Manage Order: Links to original legacy order details and includes the following functionality:
- Resend Receipt
- Resend Notification
- Resend EIP Disclosures
- Return Device
- Cancel Order

T-Mobile.com New activations

and accessory only orders

New activation with device or accessory only order

Order summary
Shipping Info
Items in the Order
Trade-in Device Information
Equipment Installment Plan
Payment Info, which includes link to CCUT
Order Notifications
Item Summary
Related order history
Resend Receipt
Resend EIP Disclosures
Order Notes

Return orders

order summary
return label & instructions
return items
order notifications
item summary
resend label.

DASH

New activations & Add-a-lines
Accessory only orders
Home Internet orders

Limited details will be available. Use DASH to manage the order or view additional details

Shipping Info
Items in the Order
Payment Info, which includes link to CCUT
Order Notifications
Item Summary

Order Notes

Order Notes allow notes to be left on an order before a BAN is created.
BANs are created when equipment ships.
Once a BAN is created, memos should be created in Atlas. See Create a Memo: Atlas. Order Notes will be read only.
Order Notes for Accessory Only orders placed on T-Mobile.com can always be added, as there is no BAN associated with these orders.

To add Order Notes:

Look up an order.
On the Order Details screen, select Add notes located on the Order notes tile.
Type notes into the Add note field.
Click Add to save notes to the order.

To view Order Notes:

Look up an order.
On the Order Details screen, select See all notes located on the Order notes tile.

Resend receipt

Look up an order.
- The return order can be pulled up from Order Lookup directly by selecting the related order from the order lookup search results.
- If the original order is pulled up, access the return order from the Order Details screen, select applicable order under Related order history tile.
With the Return order open, on the Order Details screen, select Resend Receipt located on the Payment Information tile.
Confirm the email address. (To change the email, enter the desired email in the email address field.)
Click Send. The confirmation “Receipt has been sent” will appear.

Resend shipping label

You can resend an email that provides a link to my.t-mobile.com, where the customer can log in to print the shipping label.

The hazmat label cannot be mailed to the customer after the initial return order.
If the color hazmat label has been lost or misplaced and the customer does not have a color printer available, work with your leadership for alternative recommendations.

Look up an order.
- The return order can be pulled up from Order Lookup directly by selecting the related order from the order lookup search results.
- If the original order is pulled up, access the return order from the Order Details screen, select applicable order under Related order history tile.
On the Order Details screen, select Resend Label located on the Shipping Information tile.
- Resend shipping label will be greyed out if we have already received something back with the shipping label. No alert will be presented.
Confirm the email address. (To change the email, enter the desired email in the email address field.)
Click Send. The confirmation “Shipping label has been sent” will appear.

Resend EIP disclosure

Look up an order.
- The return order can be pulled up from Order Lookup directly by selecting the related order from the order lookup search results.
- If the original order is pulled up, access the return order from the Order Details screen, select applicable order under Related order history tile.
On the Order Details screen, select Resend disclosure located on the Equipment Installment Plan tile.
Confirm the email address. (To change the email, enter the desired email in the email address field.)
Click Send. The confirmation "disclosure has been sent" will appear.

Alerts & error messages

Refer to the following when you experience an alert or error in Order Lookup.

Alert/Error Message	Experience	Next Steps
No Error message presented, but resend label is greyed out	Resend shipping label will be greyed out if we have already received something back with the shipping label. No alert will be presented	Advise the customer that we have already received something back with the return shipping label. Follow Refund & Credit Issues: t-mobile.com new Activation or accessory only orders for next steps.
“Once a BAN is created, memos should be created in Atlas. Order Lookup notes are read only” will be presented.	Order Notes in Order Lookup cannot be left Once a BAN is created, memos should be created in Atlas. Order Notes will be read only.	See Create a Memo: Atlas.
"This order is outside of the remorse return period and can no longer be returned."	Return Order button is greyed out and cannot be selected.	Coach/Supervisor level and above can process return order due to elevated permissions. The Return Order button will be functional for permissioned users They will see alert The order is outside of the remorse period
"This order has not yet been confirmed as delivered. Please try again after the order status has been updated."	Return Order button is greyed out and cannot be selected.	If the customer no longer wants the order, check Change or cancel requests: Ship-to Orders to determine if the order is eligible for cancellation. If Yes, process the cancellation. If the order is not eligible for cancellation, review the order details and provide the customer of the most recent estimated ship date. Advise the customer they can process a return once the order has been confirmed as delivered. If the UPS status is Lost in Transit, Undeliverable, or the UPS status is Lebel created, shipment ready for UPS, no status, or In transit (with no movement for 3 days) and has not updated in 3 days, follow Order Never Received on Problems with a device order.
"Customer must be verified to perform returns."	Return Order button is greyed out and cannot be selected	Verify the customer and re-attempt. See Account verification: Care Once the customer is verified, the return button will function.
"All items have been returned."	Return Order button is greyed out and cannot be selected	Return has already been initiated for all items on the order. Review the return order and assist the customer with any questions.
"All items have been returned or this order is outside of the remorse period and can no longer be returned."	Return Order button is greyed out and cannot be selected	Either a return has already been initiated for all items on the order or the order is outside of the buyers remorse return period and can no longer be returned. To determine if there is a return order, search Order Lookup for a related return order. If there is a return order, review the return order and assist the customer with any questions. If there is not a return order, the customer may be outside buyers’ remorse and a return cannot be completed. Coach/Supervisor level and above can process a return order with elevated permissions. The Return Order button is only functional for permissioned users. It will display the alert, "The order is outside of the remorse period."
"A return has been initiated for one or more of the items in this order"	Return Order button is enabled	This means a return has already been initiated for some of the items in the order, but a return can be processed on remaining items.
"This order must be returned in a retail location."	Return Order button is greyed out and cannot be selected	This order was placed in-store. See Ship-to order status and tracking for In-store handling.
"This order was cancelled and is not eligible for return."	Return Order button is greyed out and cannot be selected	Expert/CSR: Direct the customer to a retail store or transfer the customer to Telesales who can assist the customer with placing a new order. Web & Telesales Support (WTS): Follow New customer orders: DASH or Accessory orders: DASH depending on customer needs.
"Find My iPhone/iPad needs to be disabled to return device ."	If returning any iPhone/iPad products, Find My iPhone (FMiP) check screen will appear. “Find My iPhone/iPad needs to be disabled to return device” will appear if the customer needs to disable it.	Assist the customer with disabling FMiP When they have disabled, click Refresh status to confirm. “Find My iPhone/iPad is disabled” will appear when the customer has disabled To override FMiP/iPad, click “Override FMiP/iPad”. Leadership will need to enter their NTID and password.
"Once a BAN is created, memos should be created in Atlas. Order Lookup Order Notes are read only."	Add notes located on the Order notes tile will be greyed out and users will not be able to leave notes.	Order notes allow notes to be left on an order before a BAN is created. BANs are created when equipment ships. Once a BAN is created, memos should be created in Atlas. See Create a Memo: Atlas. Order Notes will be read only.
“There is a system error After 2 attempts we were still unable to process your request. Please submit a ticket that includes the interaction ID number shown below. Interaction ID: xxxxxxxxxxxxxxxxxxxxxxxxxx”	Error message presented on screen	Use the Account Error form in Forms to report the issue. Forms Account Error Form Order Lookup View Order Details