Device return status

Use the Device Return Status (DRS) tool to verify if a device was returned, a return order was created, or if a damaged device was received.

See Return a device order and the linked policies to see when to use Device Return Status and how to handle related return issues.

Customer advisements

  • Do not use tracking numbers as proof of receipt.
    • T-Mobile cannot verify what is in the received package and if it is the correct device.
    • When the package is opened and the IMEI is scanned, the device return is confirmed, begins processing, and starts updating our systems.
  • Do not promise a credit when filing a handset research form.
  • Do not share or use tracking numbers in the Tracking Number field. 
  • Refer to the Atlas Order Lookup if you need a UPS tracking number.

Return status search

  1. Navigate to Toolbox > Order Management.
  2. Click on Check Device Return Status.
  3. Search by IMEI, tracking number, BAN, or mobile number.
  4. Select the most relevant date range. The tool goes back 12 months.
  5. Review order to verify what IMEI the system expects the customer to return, and find the IMEI of the returned device.
    • Atlas orders: Find the original order in Atlas Order Lookup. 
    • DASH orders: Find the original order in DASH. See Equipment Order Look Up & Status.
    • Warranty exchanges: In Atlas, use the Order Lookup to find the IMEI. Get the full 15-digit IMEI.
    • Device protection: Review the claim online at https://mytmoclaim.com/ to find the IMEI of the device claim. If not working, review usage in Samson for date the claim was filed, and find the IMEI in usage history.
    • SIM-only orders being cancelled within Buyer's Remorse: A return is not required. See SIM only Buyer's Remorse return handling.
  6. Enter IMEI expected to be returned or customer’s original IMEI, depending on issue. If unsuccessful, search by tracking number.
    • If customer returned the wrong device IMEI and it was:
      • Delivered fewer than 10 days from the inquiry, you can request to attempt to send the device back to the customer.
      • Delivered and it’s been more than 10 days, use leadership discretion to help resolve issue if they returned the wrong device.
    • If customer has an alphanumeric IMEI, you can search with it in DRS. 
    • For missing accessories, see Order never received.
  7.  If the IMEI is not found:
    • If applicable, search for the replacement device IMEI. A warranty replacement device may have been sent back instead of the defective device. If an IMEI is located, continue to next step.
    • Look at the device history on other lines on the account for IMEIs of a similar make/model. The order may have been filed on an incorrect IMEI/MSISDN or the wrong IMEI was mistakenly returned. If an IMEI is located, continue to next step.
  8. In Device Return Status, review the Device return events below to determine if the device was received.

Device return events

  • Refer to the sections below to confirm return status in Atlas.
  • Some return events do not confirm a return.

  • Device shipped from warehouse
  • Device transferred
  • Repair
  • Device assessment
  • Device blocking/unblocking
  • Device claim
  • Device return pending
  • Trade-in offer made
  • Device return at store
  • Device sale at store
  • National retailer sale
  • Finance start
  • Change to unlock status
  • Finance end

Location info

WarehouseDistribution codeDetails
T-Mobile Return Center (Coppell, TX)DC90T-Mobile warehouse receives devices for warranty exchanges, buyer’s remorse returns
MetroPCS Return CenterDC35Brodtech warehouse for Metro by T-Mobile devices only
Puerto Rico Return CenterDC20Puerto Rico return center

Product Description column 

  • Use the Product Description column to verify device make and model for IMEI being researched.
  • MISSHIP indicates the device was returned to T-Mobile but needed to be re-routed within the return center for processing. This may cause a delay.