Care courtesy credits

Use this page when considering courtesy credits for non-T-Mobile errors as a last resort to retain loyalty.

Determine if a courtesy credit is the right solution

Courtesy credits shouldn’t be the first solution. They’re most effective after exploring long-term options and when they strengthen the customer relationship. If unsure, partner with leadership.

What is itWhat it is not
  • Goodwill gesture for certain situations (and not an admission of fault)
  • Last resort after other options
  • For active customer accounts
  • Not used for T-Mobile errors
  • Not used just because customer wants a "one-time courtesy"
  • Not a way to override T-Mobile policy or fees outside of policy
  • Not a substitute for a promotion or promised benefit
  • Not for canceled accounts

Review Credit & adjustment support.

What to checkAction steps
  • Was there a system, enrollment, or agent error?
  • Was incorrect information provided?
  • Was a promotion or feature applied incorrectly?
  • Yes: Follow appropriate process to correct the customer's problem.
  • No: No T-Mobile error occurred. If the customer is dissatisfied, continue to step 2. 

What to checkAction steps

Review the account for alternate solutions before considering a credit:

  • Can you explain the reason for dissatisfaction to prevent future impacts?
  • Is there a better plan/feature that fits the customer's needs?
  • Does the customer qualify for any promotions?
  • If the customer shows intent to cancel, use the SAVE Guide for retention options.
If there are no alternate options or the customer is still dissatisfied, then continue to step 3.

What to checkAction steps

Customer & account history

  • Tenure and overall value
  • Pattern of repeat courtesy credits
  • Similar prior requests
  • Account active vs. canceled/pending cancel
    Important: Do not give a courtesy credit on a canceled account.


Experience impact

  • Genuine inconvenience
  • Multiple contacts required
  • Experience fell short


Relationship impact

  • Will the credit improve trust?
  • Does it reduce churn risk? 
If you determine a one-time courtesy credit is appropriate, continue to step 4. 

Courtesy credits should match the level of inconvenience and relationship impact. They are goodwill gestures, not reimbursements for valid charges.

What to checkAction steps
  • What is the disputed charge amount?
  • What is the appropriate maximum within policy?
  • Level of inconvenience and relationship impact
  • Customer history and overall account value
  1. Identify your internal maximum before discussing any amount.
  2. Begin with a partial, proportional credit when appropriate rather than the maximum.
  3. If justified, increase once, not incrementally multiple times.
  4. Tie the credit to the resolution. Reinforce that it is a one-time courtesy.

Apply the credit

Courtesy Credit Adjustment Codes & Usage Scenarios 

Courtesy credits should only be used after confirming no T-Mobile error and exploring all long-term solutions. 

Code DescriptionDetermining Appropriate Code
CRPRMO    No Error Promo Courtesy Credit
  • Missed promo eligibility by timing or minor requirement gap
  • Prior expectation set but customer didn’t qualify 
  • Promo terms misunderstood (no system or rep error)  

CRTSHO     

 

 

No Error Troubleshooting Courtesy Credit 

 

 

  • Expected intermittent service issues (dropped calls, data issues, etc.) due to poor
    network coverage Intermittent service/device issue requiring repeat steps 
  • Extended interaction time due to complex troubleshooting  
  • Inconvenience after unsuccessful troubleshooting attempts 
CREQNP     No Error Equipment Non-Promo Courtesy Credit
  • Device concern outside warranty/return policy  
  • Dissatisfaction after purchase beyond return window  
    Minor defect/usability issue not qualifying for replacement
  • Unexpected accessory/SIM-related cost without error 
CRRETN   

No Error Retention

  • Customer considering cancel/port due to price or competition  
  • Loyalty gesture for long-tenured customer  
  • General dissatisfaction not tied to a specific issue 
  • Save attempt after recent negative experience 
CRBILL       No Error Billing Courtesy Credit 
  • Bill confusion (proration, timing, taxes/fees) 
  • First bill higher than expected after change/upgrade
  • Promo credit timing (1–2 cycles) causing frustration 
  • Explanation provided but goodwill needed to resolve concern

Include a detailed memo with:

  • Reason for the credit
  • Amount and how it was calculated
  • Expectations set with the customer
    • If the adjustment is within your limit, it will immediately impact the balance. If leadership approval is required, it may take up to 48 hours to reflect.
    • Advise the customer to check their updated balance in T-Life to confirm the adjustment and view the new amount due.