Digital Orders: In-Store process

Follow these steps to prepare and process a Digital Order for Pickup or T-Life In-store. Digital ordering is an enhanced T-Mobile shopping experience. It allows customers convenient shopping in-store or pickup options with personalized expert service.

Digital is available to new and existing customers.

Checking in a new customer

To check in a new customer within Magenta Welcome, follow these steps:

  1. From the Store Queue page, select Add Customer.
  2. From the Add To Queue page, perform a basic search by the mobile number, account #, email, or order and then select Search.
  3. A No Results confirmation should display. 
  4. Select the Add New or Prepaid Customer option. 
  5. On the Add To Queue page, perform these steps:
    1. Select the applicable reason for the visit.
    2. Add any additional comments to help Expert assist customer.
    3. Enter customer’s first and last name.
    4. Capture the customer’s email address.
      Note: It must be the same email address used to link a digital order to the customer.
    5. Select the Preferred Language.
    6. Add any additional customer needs from the drop-down.
  6. Select Add to Queue.

 

Process a Digital Pickup In-store order

New and existing customers can order devices through the digital channel and pick up the device in a store that is convenient to them. The store receives notification in Magenta Welcome that an online order is ready to be fulfilled in-store. Keyholders and Store Management is responsible for monitoring for new orders and completing the Pick & Process within 30 minutes.

Important: Sign into Magenta Welcome at the start of each shift to ensure you get Digital Pickup In-store notifications.

  • IOS Alert: Toast notification appears outside of Magenta Welcome, to alert of new order.
  • App Badge: Indicator provides # of orders needing to be Pick & Packed.
  • Magenta Welcome: Pick & Pack orders are placed at the top of the Queue.

  • Available in:
    • Corporate Owned Retail locations
  • Not available in:
    • Mobile Trucks, Company Stores (HQ & CEC)
    • National Retail
    • Authorized Retail (AR-N)
    • Store in Store
    • Telesales
    • Care

  1. In Magenta Welcome, assign the new pickup order from the Store queue tab. 
  2. In the My customers section, select the order. 
  3. Gather all items listed on the order, this can include devices and/or accessories.
    Reminder: Accessories could be in either the front or back of house, so check the store thoroughly for all items.
  4. If one or more items cannot be found, package is damaged, etc., you can Remove accessory line items.
    • Keep in mind:
      • If one or more accessories being removed is on EIP, the entire accessory EIP bundle has to be removed. (Not applicable to FRP items.)
      • A customer shopping digitally can qualify for $0 down on accessories, compared to the 50% down required in store.
      • Some accessories qualify for a digital promotion. If so, the pricing on T-Life could be different than what it rings up in mPOS. Order details are viewable in DASH.
  5. Select the Scan button to confirm you want to pack the order.
  6. Use the camera to scan the correct and applicable SKU, IMEI, and SIM for each item within the order, and select Done scanning. 
  7. Once all items have been assigned, select the Packing complete button. 
    • Organizational tips:
      • In your inventory cage or room, but outside the safe, label a specific shelf as Digital Pickup In-store Orders.
      • Print and use label provided below in the Attachments section below.
      • Arrange orders in alphabetical order, by customer last name, to make them easier to locate when the customer arrives.
  8. Upon submission, ensure Confirmation page is revealed and displays the order is now Ready for Pickup
  9. Order label is generated to the Brother printer or in-store printer. 
  10. Attach the label to the bag and place it in the designated locked pickup in-store area based on your store format (as designated by Asset Protection).
  11. Ready for pickup email is generated and automatically sent to customer. Base customers also receive an SMS notification.

Reminders:

  • Stores have 30 minutes to complete the Pick & Pack task once it is placed in queue.
    • Actual wait field in Magenta Welcome is the system of record for time the task has been in queue.
    • Goal = Fulfill order in <30 mins – Reporting available on PowerBI.
    • Store and local leadership are notified if the order is not Ready for Pickup at 30 and 60 minutes.
  • The order appears in the Magenta Welcome queue.
  • Do not close the customer out of Magenta Welcome after completing the pick & pack step.
  • As part of store opening procedures, check for any new digital pickup In-store orders and prepare these orders immediately so the customer is notified to pick up the order.

Important: Customer cannot take possession of the order until these activation steps have been completed successfully. Failure to complete these steps will result in missing compensation and inventory shrink.

  1. Check the customer into Magenta Welcome.
  2. Prospect customers: 
    • Ensure email address entered for new customer added to queue matches email address used for order.
    • Magenta Welcome automatically links the two emails.
    • Edit customer in queue if email address needs to be updated before completing the order.
  3. Base customers: Automatically linked to the order after getting added to the queue.
  4. Select the customer in Magenta Welcome, then select  Assist now.
  5. Complete the Capture ID process and validate a government issued picture ID. Follow all state guidelines (business as usual).
    • New accounts (less than or equal to 30 days old): 
      • An ID scan is required to verify the customer for pickup (except New Hampshire stores who will follow the existing 2-user verification process).
      • Only the Primary Account Holder is eligible to complete pickup.
    • Existing customers (over 30 days old):
      •  Only the Primary Account Holder or an Authorized User on the account can complete pickup
      • Scan an acceptable ID, or for existing accounts over 30 days old the account PIN and OTP can be used to complete the pick-up if an ID scan cannot be performed.
    • ID cannot be scanned:
      • Customers who do not have an ID that can be scanned can either return later with a scannable ID or verify with the account PIN/OTP for existing accounts with over 30 days of tenure. Manager’s bypass is not available.
      • Orders are canceled systematically after 48 hours if a customer does not pick up.
  6. Retrieve the secured bag from the designated Pickup In-store area (check label to confirm order number). Visually validate the IMEI assigned to the order matches the IMEI of the device in the bag. If IMEI does not match, locate the correct IMEI assigned to the order.
    • Verify the order details: Before completing, confirm the items in Magenta Welcome match what the customer expects (e.g., model, color, memory size and accessories).
    • Confirm promo and charges: View details for EIP promotion, trade-in, monthly & due today payments and device protection in Purchase Summary. Clarify any discrepancies or next steps with the customer.
  7. Visually validate and update Dealer Code (DC) as needed. (Defaults to DC of user profile logged into Magenta Welcome).
  8. Select the Submit order button.
    Important: Payment is not finalized until the order activation is complete. Customer’s card only has a temporary hold on funds until these steps have been completed.
    • If the activation fails, you will be prompted to resubmit activation. Use the Retail Support Line to contact the Activations team for assistance with the required fields. Enter the details and resubmit the activation to complete the order (avoid closing the order or closing out of Magenta Welcome as the customer will not be able to use service until the account/line is activated).
    • Customer cannot take possession of order until activation has been completed successfully.
    • Do let the customer leave the store without activating the new device.
  9. Remove the customer from the queue using Mark as Complete.

 

Important information:

  • Submitting the order activates new lines for the customer.
  • Port-in numbers (if requested), recommend accessories, insurance etc. can be completed in a secondary transaction after successful activation/completion of Digital Pickup In-store order.
  • Upgrade reminder: 
    • SIM card from the previous device remains active. 
    • If a SIM is included in the order, activate the SIM in a secondary transaction to provide customers access to the best 5G network. 
    • If the customer would like to activate SIM later, provide them with their options.
  • Base customers cannot upgrade and add-a-line in the same transaction. 
    • Customers must place separate orders. 
    • Mobile Expert must Complete each transaction accordingly in Magenta Welcome.
  • Collect and offer accessories the customer may want to purchase.
  • Digital Pickup In-store reporting and monitoring is in Power BI.
  • If the customer had a trade-in with their order, it can be accepted in store.

 

Order statuses in Magenta Welcome

  • New order/Order placed – New order confirmed and landed in queue
  • Packing order/Preparing order – Pick and pack in process
  • Pickup Complete/Order complete:
    • Payment settlement occurred successfully
    • Activation/Upgrade completed successfully
    • Device reconciliation completed successfully
  • Canceled: 
    Important:     Order is not fulfilled until status is Pickup Complete/Order complete in Magenta Welcome.
  • Buyer’s Remorse:
    • If the customer mentions needing to return the device, confirm return details in account.
    • Never let a customer return a device using a third-party shipping label.

During the store opening procedures of your store, retrieve the open Digital Pickup In-store orders from the Inventory Safe. Stage these orders in the dedicated section in your Inventory room/cage.

  • Reminder that it’s helpful to organize orders alphabetically based on the customers’ last name from the Order Label attached to the bag.
  • Opening Manager or Keyholder logs into Magenta Welcome to check for any new orders that have been placed overnight and complete the Pick & Pack process.

At the end of the day it is important to review and correctly handle your open Digital Pickup In-store orders. As part of your store’s closing procedures, complete the following items.

  • Review orders in your dedicated “Digital Pickup In-store” order area for any orders that expire at the end of the current business day. Unpack the orders that are about to expire and place them back with other sellable stock.
  • Move any orders that are still open and will not expire that day into the Inventory Safe and secure them overnight. Take them out of the safe in the morning to be readily and available when the customer arrives.

Pro tips

  • Check every customer into Magenta Welcome. 
  • Use send T-Life link for base customers – ensure customers open the SMS link. 
  • Capture email address each prospect customers and ensure it matches email address used for order 
  • Use Quick Ticket to report errors.

Before you call:

  • Attempt to connect w/ the customer on a personal level
  • How their Digital Pickup In-store experience went overall
  • Are they enjoying their device(s)?
  • Recommend they get their TMO ID profile setup
    • T-Life app
    • T-Mobile.com

Do not do the following: 

  • Make sales or marketing pitches; upsell. 
  • Access the customer’s account:
    • Provide details.
    • Make changes.
    • Add features.
  • Call from your mobile device.

 

Process a Digital T-Life In-store order

New and existing customers can order devices through the digital channel while using the T-Life application in our stores. The store receives notification in Magenta Welcome that a T-Life In-Store order is ready to be fulfilled. Keyholders and Store Management is responsible for monitoring and completing the Pick & Process within 10 minutes, for these order types.

Important: Sign into Magenta Welcome at the start of each shift to ensure you get Digital T-Life In-Store notifications.

  • IOS Alert: Toast notification appears outside of Magenta Welcome, to alert of new order.
  • App Badge: Indicator provides # of orders needing to be Pick & Packed.
  • Magenta Welcome: Pick & Pack orders are placed at the top of the Queue.

  • Available in:
    • Corporate Owned Retail locations
    • Authorized Retail (AR-N)
  • Not available in:
    • Mobile Trucks, Company Stores (HQ & CEC)
    • National Retail
    • Store in Store
    • Telesales
    • Care

  1. In the Welcome queue open the Customer’s line event and select the Order prep button from the available options.
  2. Within the task, select View Order link. This automatically routes to DASH and the Order Details page.
  3. Complete the Capture ID process and validate a government issued picture ID, follow all state guidelines (business as usual).
    • During verification, you will be able to select either the PAH or AU for the ID scan, depending on who is in store and eligible to pickup:
      • New accounts (less than or equal to 30 days old): An ID scan is required to verify the customer for pickup (except New Hampshire stores who will follow existing 2-user verification process).
        • Accounts with 7 or less days of tenure, only the Primary Account Holder will be eligible to pickup.
      • Existing customers (over 30 days old): Only the Primary Account Holder or a verified Authorized User on the account can pick up the order.
        • Scan an acceptable ID, or for existing accounts over 30 days old the account PIN and OTP can be used to complete the pick-up if an ID scan could not be performed.
    • ID cannot scanned:
      • Customers who do not have an ID that can be scanned can either return later with a scannable ID or verify with the account PIN/OTP for existing accounts with over 30 days of tenure. A manager bypass is not available.
  4. Orders are canceled systematically after 48 hours if a customer does not pick up.
  5. In Dash, select the Resume button after viewing the Order Details.
  6. Gather all items listed on the order, this can include Devices and/or Accessories
    • Remember, accessories could be in either the front or back of house, so be sure to check the store thoroughly for all items.
  7. If one or more items cannot be found, package is damaged, etc., you can Edit Order to remove accessories line-items in DASH.
  8. Keep in mind:
  9. If one or more accessories being removed is on EIP, the entire accessory EIP bundle has to be removed. (Not applicable to FRP items.)
  10. A customer shopping digitally can qualify for $0 down on accessories, compared to the 50% down required in store.
  11. Some accessories qualify for a digital promotion. If so, the pricing on T-Life could be different than what it rings up in mPOS. Order details are viewable in DASH.
  12. Scan the correct and applicable SKU, IMEI, and SIM for each item within the order.
  13. Once all items have been assigned, select the Validate button.
  14. Upon successful validation, select the Ready for Pickup button.
    • Once the Ready for Pickup button has been clicked, the system will automatically move you into the Order Completion steps.
  15. Verify the Order Details: Before activation, confirm the items in DASH match what the customer expects (e.g., EIP amount, model, color, memory size and accessories)
  16. Confirm EIP promotions: If a promotion was discussed, make sure it is visible in the account. Clarify any discrepancies or next steps with the customer.
  17. Customer must acknowledge order pickup and select the I agree to these terms checkbox.
  18. Select the Submit Activation or Submit Upgrade button after getting customer acknowledgment.
    • Important: Payment is not finalized until the order activation is complete. Customer’s card only has a temporary hold on funds until these steps have been completed.
    • Customer cannot take possession of order until activation has been completed successfully.
    • Never let the customer leave the store without activating the new device.

Information:

  1. Submit Activation will activate new lines for the customer.
  2. Port-In numbers (if requested), recommend accessories, insurance etc. must be completed in a secondary transaction after successful activation/completion of Digital Pickup In-store order.
  3. Upgrade Reminder: The SIM card from the previous device remains active. If a SIM is included in the order, activate the SIM in a secondary transaction to provide customers access the best 5G network. If customer would like to activate SIM later, please provide them with their options.
  4. Base customers are limited to 1 online transaction at a time. This would require the customer to place multiple orders if they need to Add/Upgrade multiple lines. ME must Complete each transaction accordingly in DASH.
  5. Remember to collect and offer accessories the customer may want to purchase.
  6. Digital Order Operational reporting and monitoring is in Power BI.
  7. If the customer had a Trade In(s) with their order it can be accepted in store. In Tapestry, select the Process DASH Returns icon. For more details, go to Trade-in device program & orders.
  8. Order Statuses in DASH
    • Pickup Complete - indicates order is not fully completed and requires attention:
      • Payment settlement occurred successfully
      • Device(s) may not have been removed from store inventory
      • Action is required:
        • Call RSL support to activate & obtain MSISDN & Bill date
        • Once MSISDN(s) & Bill Cycle date are entered and “Update All” is selected, order is Complete
      • Rebuilding order in store is not necessary
    • Completed:
      • Payment settlement occurred successfully
      • Activation/Upgrade completed successfully
      • Device reconciliation completed successfully
    • Important: The order is not fulfilled until the Order Status is showing “Completed” within the order details in DASH.
    • Buyers Remorse:
      • If customer mentions needing to return the device, confirm return details in account and follow Device returns: In-Store.
      • Never let a customer return a device using a third party shipping label.

Cancel a Digital Order

  1. Access the order through Magenta Welcome (via Link) or through DASH (via Order Lookup).
  2. Open the Cancel drawer/blade.
  3. Select the reason for cancellation from the drop-down menu.
  4. Add additional notes to the order prior to submission (Optional).
  5. Select the Cancel Order button.
    • Requires Manager approval to complete
    • Store Management enters NTID/Password into fields and selects Override button
    • Only the store that the order was placed for/at can cancel the order. No other store or Care can cancel.
    • Once the order is canceled, immediately place the product back with other sellable stock.

Information:

  • Fraud can cancel a Digital Pickup In-store order at any time prior to the pickup. Fraud will alert the store and use reason “Customer referred to Retail” from the cancellation drop down menu, BAU.
  • Care can cancel an order up until the order is in a “Ready for Pickup” status.
  • Orders are canceled systematically based on order type and expiration timers:
    • Pickup In-Store: Remainder of Day order was placed + 48 additional hours
    • T-Life In-Store: End of day that the order is placed.
  • If a customer wants to modify their order, the order must be canceled and a new order created in-store.
    • For example, if the customer wants to change the color, memory/storage or type of phone, the order must be canceled.
    • If the customer is asking for a rate plan change, you can continue with the existing order.
  • The hold on the debit/credit card used for the purchase is released by T-Mobile immediately upon cancellation. Note: A customer’s funds may not be available for up to 3 business days based on their financial institution.
  • Inventory assigned to a Digital Pickup In-store or T-Life In-store order is in a “Reserved” status and is immediately put into “Sellable” status upon a successful order cancellation.
    • If you have an instance where an item is not converted back to sellable, use Quick Ticket on your REMO to search Digital Pickup In-store and select the appropriate Inventory option.

Power BI reporting

Operational Digital Order reporting and monitoring is located within Power BI:

  • Digital Pickup In-store: Total Orders, Orders Completed, Orders Canceled, Average Prep Time, % Ready in 30 min, Fulfillment %, Items Removed
  • Digital T-Life In-Store: Total Orders, Orders Completed, Orders Canceled, Average Prep Time, % Ready in 10 min, Fulfillment %, Items Removed
  • Cancellation Reasons: Orders Canceled with Reason Code

Trade-ins

Digital pickup in-store trade-ins are started in DASH. For details, see Trade-in device program & orders.

Returns & exchanges

Digital Order returns and exchanges are started in DASH. For details, see Device returns: In-Store.

When tendering a Digital Order return and exchange transactions:

  • Advise the customer of applicable Restocking fees.
  • Returns: The original payment method will be systematically credited.
  • Exchanges: The original payment method will be systematically credited, and the "purchase" component will require payment in full using the customer’s preferred method of payment.

Activation Failure process

If the activation fails upon submission:

  1. Contact RSL for assistance.
  2. Once in the RSL IVR, select Option 1 - Activations.
  3. An Activations Expert manually activates the new subscribers and provides: 
    • Mobile number for each line that failed 
    • Bill cycle date to enter and submit in DASH to complete the order

Magenta Welcome icons

Location PIN

  • This event is prioritized to the top of the queue, and indicates the customer chose not to make an appointment.
  • Customers arrive at the store at any point after they receive the ready for pickup email notification.
  • Do not close this event until after the customer picks up their order. It can rollover to the next day’s queue.

Shopping Bag

  • Indicator for a new digital in-store pickup order.
  • Requires your location to start the fulfillment process.
  • You are expected to complete this task within 30 minutes.
  • Once the order is marked Ready for Pickup in DASH, the task systematically closes in Magenta Welcome and is marked as completed.

Inventory reservations

Depending on the type of digital transaction a customer is completing, there are different ways they can interact with your store’s inventory and reserve product during the purchase flow. See below for details:

Inventory reservations and Inventory Reserved status

Inventory reservations are used to place a temporary hold on a quantity of inventory so that T-Life or T-Mobile.com know how much remaining product is available for other customers that are shopping digitally.

  • T-Life In Store: A reservation is placed on a SKU when this customer clicks Add to Cart. This reservation lasts for 30 minutes. If the transaction is not submitted in the app, the inventory reservation is automatically released for other customers to add to their cart after the reservation expires.
    • Note: To immediately release a reservation, the customer must click the Remove link on each item in their cart. Force closing the app does not automatically release the inventory reservation. If a customer decides to not complete the purchase and leaves the store without removing the item from cart, the inventory will remain reserved for 30 minutes.
  • Pickup In Store: A reservation is placed on a SKU when a customer fully completes checkout of their Pickup Order from App or Web. This reservation lasts until the Pickup Order Expires (48 Hours after order creation).

Available inventory thresholds

To allow a customer to add an item to their cart, different digital transactions require different numbers of available inventory. "Available" means your total sellable Stock on Hand minus any active Inventory Reservations.

  • T-Life In-Store: Requires at least 1 unit available.
  • Pickup In-Store: Requires at least 2 units available.

If there's not enough inventory for all items on a customer order

  • Currently, all items the customer would like to purchase must be available and in stock at your store to fully place a digital order.
  • Once a customer has chosen a fulfillment method (Shipping, Pickup, T-Life In-Store) the app/web will remember this selection and only show product that is available for that order type.
    • If the customer wants to purchase product that’s not available under their current order type, they will have to change fulfillment method.
  • When customers are in the shopping flow and already have items in cart, if they decide to change fulfillment type, all items in their cart will also automatically switch to that new fulfillment type.
    • Pickup In-Store:
      • If a customer selects an item for Pickup at a specific location, any additional items they add to cart must also be available at that location.
      • If the customer wants to switch Pickup locations after adding items to cart, all items in cart must also be available at the new store.
      • If the customer wishes to purchase some items as Pickup and have others shipped, they will have to do separate transactions (at this time).
    • T-Life In-Store:
      • If a customer is shopping via In-Store mode and wants to purchase product your location does not have, they will have to exit In-store Mode by switching OFF the ‘Get it today’ toggle. This will allow the customer to select a shipping option or another store for Pickup.
      • If a customer chooses to leave In-Store Mode, and move to shipping/Pickup, all items currently in cart will also switch to that fulfillment option.
      • If the customer wishes to purchase some items from store and have others shipped, they will have to do separate transactions (at this time).

Attachments

File Preview
File name File type Preview Download
Retail_Pickup_In-Store_BOH_Label_2025-06-10xEN.pdf PDF Download from preview

PDF Files should be downloaded from the preview tab