Recurring Device Credits (RDC) Promotional Credit Issue Handling

• What promotion did you try to take advantage of?
• When did you try and take advantage of this promotion?
• Have you received a denial message. If so, what did the message say?
• Is the number you are trying to get the promo on the same number that you used to purchase the device?
• Do you recall if you needed to add a new voice line or change your rate plan?

• Look over the account memos for denial memos.
• Locate the MagentaPulse page for the promotion.
• Review the customer's EIP Dashboard. 
• Check the Device Plan Widget in Samson.
• Review account for line cancellations.
• If a new line is required for the promo, verify no CORs lines or lines migrated from Sprint were used to try to fulfill the new line requirement.
• Check the Frontline Promo Dashboard to see if the customer is enrolled in the wrong promotion.
• Use the Check Device Return Status tool in Atlas to confirm the customer's trade-in device has been received.
• Confirm that 180 days has not passed since the promotion expired/ended.

Customer was only a few days outside of the promotional window and then added a new line

Educate the customer that they are not eligible for promotional enrollment. Customer must be within promotional window if a new add a line is required.

Existing line has new line activation discount and customer was not enrolled in the current promotion on the correct line

1. Advise customer that to be enrolled into the promotion under the new line activation, we will have to un-enroll them from the existing promotion. Note: Un-enrolling the customer will cause monthly recurring credits to stop immediately.
2. Because it can take up to 24 hours for un-enrollment, set up a follow up to correct enrollment for the customer. Follow up should be set for 48-72 hours.
3. Once un-enrollment is successful, re-enroll the customer into desired promotion under the new line activation.
4. Follow your standard escalation process with your leadership to manually enroll your customer.
5. Follow up with the customer to confirm that they have been enrolled and for the customer experience.  
   

New line activated under wrong product type in error but was within promotional window

1. If the customer is still within the promotional window, change the new line activation to the correct product type.
2. Follow your standard escalation process with your leadership to manually enroll your customer. 
3. Follow up with the customer to confirm that they have been enrolled and for the customer experience. 
   

New line activated and mobile number was changed prior to promotion enrollment

1. Follow your standard escalation process with your leadership to manually enroll your customer. 
2. Follow up with the customer to confirm that they have been enrolled and for the customer experience. 

Customer changed to a rate plan that's not eligible for the promo

1. Check the customer's account to verify when the rate plan change took effect and confirm if it has been less then 90 days. 
2. If the customer is still within 90 days from the date the rate plan change took effect, change them back to an eligible plan.
3. Once the customer is on the correct rate plan, follow your standard escalation process with your leadership to manually enroll the customer.
4. Follow up with the customer to confirm that they have been enrolled and for the customer experience. 

Educate the customer that they are not eligible for promotional enrollment.  Customer must meet all requirements, including port-in, within 14 days of activation or device purchase.

If due to rep error:

1. Change the customer to an eligible plan or add-on feature.
2. If the promotional period has ended or it has been more than 14 days from the device purchase, follow your standard escalation process with your leadership to manually enroll your customer. 
3. Follow up with the customer to confirm that they have been enrolled and for the customer experience. 

1. Advise customer that paying off their EIP early has resulted in them losing the remaining value of their promotion.
2. If they customer continues to escalate, follow your standard escalation process to give them a one-time credit for the remaining value of their RDC

• Trade-in not attached but sent via Promo Asset Recovery process.
• Trade-in not attached & did not follow Promo Asset Recovery.

Confirm less than 30 days have passed since the customer's qualifying in-store purchase or order ship date. Important: If more than 30 days have passed, the customer is not eligible for the promotion since they are outside the return period.

• Different Return Label used rather than the original RMA label
  • Device must be in T-Mobile’s possession for the customer to qualify.
  • Check to see if IMEI has been received in one of our warehouses by utilizing the Check Device Return Status tool in Atlas.
• No Trade-in associated with order
  • We must have proof that the device is in our possession. Use the Promo Asset Recovery Process to generate a label for the customer to use.
  • Set a follow-up to determine if we received the device by using the Check Device Return Status tool in Atlas. If device is received at our warehouse, please allow 14 days for Assurant to assess the device. 
  • Follow normal escalation process through leadership for manual enrollment. Important: Escalation must include the IMEI(s) of devices found.

Customer meets all promo requirements, but was denied due to FMiP active or FMiP was on but has since been turned off.

• Confirm trade-in was received and met all requirements except FMIP (FMiP must have been marked as active for the reason of promo enrollment denial).
• Use the Access iPhone Activation Status validation process to confirm.
• If it is turned off, customer can be enrolled via Frontline Promo Dashboard. Engage your leadership to enroll the customer via the Frontline Promo Dashboard.

Trade-in incorrectly attached to another Order/MSISDN.

Follow your standard escalation process with your leadership to manually enroll your customer. Use the Trade-in Transfer Tool process to correct the trade-in.

Trade-in RMA was cancelled but customer was given trade-in value credit.

1. Confirm if the payout was processed on the cancelled RMA in the device tracking portal.
2. Follow your standard escalation process with your leadership to manually enroll your customer. 

Trade-in was assessed Incorrectly by Care/Retail.

Follow your standard escalation process with your leadership to manually enroll your customer. 

Trade-in issue was due to wrong model received.

Confirm the trade-in received is still an eligible trade-in device and met all device check conditions. If so, work with your leader to manually enroll your customer via Frontline Promo Dashboard. 

Trade-in model was selected incorrectly.

In the Trade-in Lookup tool in ATLAS, confirm the IMEI is an eligible trade-in for the promotion. If so, work with your leader to manually enroll your customer via Frontline Promo Dashboard. 

Customer enrolled in BOGO but should be enrolled in two individual Trade-In RDC promos.

Customers who are enrolled into a BOGO promotion but intended to be enrolled into two individual trade-in (or preferred) RDC promotions will be re-evaluated on a weekly basis and automatically re-enrolled into the more lucrative promo. 

1. Review the promo value (including the trade-in value of the trade-in devices) of the BOGO promotion and the trade-in (or preferred) promotions to determine which are the more lucrative promos. Note: In some cases, the BOGO promo value is higher than the two individual trade-in promotions, and the customer won't be picked up in the weekly re-evaluation.
2. Escalate to your local leadership for manually enrollment via Frontline Promo Dashboard.

100% RDC: Customer trade-in was denied incorrectly and customer received Promo Reversal charge

If a customer states their trade-in was denied, research what the issue was for the denial (wrong device, damaged device, no device, etc.). If it's determined that the correct device was traded in for the correct 100% RDC EIP transaction and the device was received on time and in reported condition, you may credit the promo reversal charge.