Promotions & offers customer escalations: In-Store

1. Log into Tapestry.
2. Access a customer’s account and select Access memos located in the top right of the Profile card.
3. To create a memo related to FPD or device/service escalation, select the customer's number under the Create Memo tab, then select one of these two reasons under the Memo type drop-down.
   • Billing dispute
   • Customer complaint
4. In the box below, describe the issue, actions taken, and next steps using the “5 W’s template” method.
   • Who:
   • What:
   • When:
   • Were:
   • Why:
5. Tap Save.

1. Access a customer’s account and select Access memos located in the top right of the Profile card.
2. Tap the View Memos tab located to the right of Create Memos to view current memos on the account.
3. Select memo to view the details.
4. Tap the Account History tab located to the right of View memos to view the history on the account.
5. Select the Mobile or Account number from the drop down.
6. Select the Event Type drop down and choose which event type you want to view.
   • Courtesy credits
   • Billing dispute
   • Customer complaint
7. Select Done.

You can sort & filter memos and account history in various ways.

• Date range
• Memo Entry
• Memo Type
• Account or Mobile Number
• ME/RSR Name

1. Tap the Filter icon to the right of the search bar.
2. Select a value to apply the filter to the memo list. (Pro Tip: Use the Search bar to easily select and find filter options.)
3. Select Apply to view filter results.
4. To reset all filters to their defaults, click Clear.

• Mobile Expert / Retail Sales Representative: Responsible for research of issue. ME/RSR provides all research to store leader.
• Store Leader: Determines if they can manually enroll the promotion or offer a one-time lump sum credit to resolve. If not, they will need to contact their leader.
• Sr. Manager/RMM: Manually enrolls the promo or applies the credit.

• Mobile Expert / Retail Sales Representative: Responsible for research of issue. ME/RSR provides all research to store leader.
• Store Leader: Determines if they can manually enroll the promotion or offer a one-time lump sum credit to resolve. If not, they will need to contact their leader.
• Sr. Manager/RMM: Manually enrolls the promo or applies the credit.

1. Review customer eligibility for the appropriate offer:
   • Switcher Programs
   •  Internet Contract Freedom
2. Ensure all the criteria is met and captured, then have the customer submit the request through Redeem T-Mobile Rebates & Promotions | T-Mobile.
3. If the submission site is down, or the request is being denied but meets eligibility, call the Carrier Freedom (Promotions) team directly at 888-390-6867.
   • For most cases, this team will request that the store sends an email to them at RCSolutions@T-Mobilesupport.com.
   • If additional escalation is needed from the RC Solution email, follow up with this escalated email: rcpriority@t-mobilesupport.com.
   • Include the following in the body of the email, as well as all supporting documentation:
     • BAN:
     • MSISDNs:
     • Devices purchased (if applicable):
     • Purchase date(s) (if applicable):
     • Offer Name and DOC#:
     • Error message (screenshots, if possible):

Use this process when customers do not meet eligibility and you receive Leadership approval for highly escalated situations.

1: Offer a BAN credit to fulfill the promotional rebate/refund

If the customer accepts the BAN credit, follow these steps:

1. In Tapestry: Apply Sales Courtesy Credit to account for the promotional value.
2. Reason for credit: Note the promotion that was overpromised (Carrier Freedom or Keep and Switch).
3. Customers can use these funds to go towards future charges on their account.
   • RAM/RSMs: Can apply up to a max of $1500 (on credit per BAN every 30 day rule). Credits more than $1500 will require Sr. Manager/RMM to apply the credit (up to $5000).
   • For credits over $1500: Submit a Retail Empowerment Escalation ticket to have the credit applied by your Sr. Manager.
4. Memo the BAN using the Billing Dispute memo type:
   • Promotion type: Keep and Switch or Carrier Freedom
   • Eligible line numbers:
   • Amount credited
   • Memo that the customer agreed to a BAN credit for promotional payout instead of receiving a prepaid card.
   • Include any additional information that is important to support the resolution of the promotional issue.
5. Once the account has been credited and a memo was applied, this will fulfill the promotional refund/rebate request.

2: If the customer refuses BAN credit and is requesting a prepaid refund card

Do not promise the customer until an approval is received from the Payment Operations team.

• Prepaid refund card will be issued and mailed to the customer, once approved.
• Submit only one escalation for all lines on the BAN. Refunds of $5000 or under can be combined into one credit, one memo, and one Atlas refund form.
  • Exception: Refunds over $5000 require multiple credits, memos, and Atlas refund form submissions.
• Verify or update customers mailing address on the BAN. If approved, the refund is mailed to the address on the account.
• Review the account balance. If they are past due, they must make a payment to bring the account current before requesting a refund request.

After reviewing and confirming the items above, follow these steps:

1. Apply a Sales Courtesy Credit in Tapestry to the BAN and note Carrier Freedom or Keep & Switch as the reason for credit.
   • Note: Any credits over $1500 need to be applied by the Sr. Manager/RMM (up to $5000).
2. Submit a Retail Escalation Empowerment ticket. Once submitted, an email is sent from the tool to your Sr. Manager/RMM.
   • Research Verification questions: Select correct yes or no response
   • Biller: T-Mobile
   • Customer Information:
     • Customer name
     • Mobile Number
     • BAN
     • Requester Name
     • Date of purchase
     • Store Information: Enter store information
   • Issue Description:
     • Who: Promotion type
     • What: Enter Device Purchased date, make and model
     • When: Enter date of new device purchase
     • Where: Store Information
     • Why: Enter if the credit was applied by RSM/RAM (if less than $1500) If more than $1500, note Sr. Manager/RMM needs to apply credit to BAN.
     • The Math: Refund/Credit amount
   • Category Information
     • Category: Select Keep and Switch or Carrier Freedom
     • Magenta Pulse Doc Web Page: Enter Promotions & offers customer escalations: In-Store
     • Promo name: Enter Keep and Switch or Carrier Freedom
     • Compete remaining fields and submit form.
3. Create Memo. Select memo type: Billing Dispute. Enter the following:
   • Customer Name:
   • Issue: Enter escalation details
     • Account Number (TMO and OSP*):
     • Mobile Number(s):
   • Action Taken:
     • Credit Amount Breakdown & Total Amount:
     • Reason for Credit:
     • Approved by:
   • Next Steps:
     • Pending resolution
     • Customer Contact Number
4. If the Retail Escalation Empowerment ticket is still open after 5 business days, email Sr. Manager/RMM. Include the following:
   • Subject Line: Retail Escalation Empowerment Ticket (Keep & Switch or Carrier Freedom)
   • Body of email:
     • Retail Escalations Empowerment Site Ticket number:
     • Date the ticket was submitted:
     • Issue Description: Pending approval. Review the Retail Escalation Empowerment ticket for Keep and Switch, Carrier Freedom or overpromised promotion ticket.

1. Review the Retail Escalation Empowerment ticket.
2. If you approve, follow the Atlas steps for prepaid refund/request:
   1. Open the account in Atlas.
   2. Review BAN memos:
      • Are there any memos from Payment Ops with new instructions or a status?
      • Is the memo from the RSM/RAM correct and accurate according to policy?
   3. Confirm the refund amount is correct and the correct credit was applied: “Reason:QuikView Courtesy Cr”
      • If credit amount is more than $1500, apply a credit in Samson or Atlas. Use SCRTS Sales Courtesy Credit reason code.
      • Credits more than $5000 require multiple credits and refund forms to be created. The maximum refund amount per prepaid card is $5000.
   4. Create memo in Samson or Atlas, select applicable memo type:
      • Keep & Switch: PRET – Promo Escalation
      • Carrier Freedom: CRFD – Carrier Freedom
   5. Open the Refund Payment form in Atlas Toolbox using Chrome.
   6. Choose More Refund Options.
   7. Select the refund option mailed prepaid card for prepaid MasterCard to be sent to the billing address on file and select validate, if needed.
   8. Enter the Refund Details:
      1. Enter the Refund Amount. The refund can't be greater than the adjustment(s) already submitted and not greater than the K&S/CF program requirements.
      2. Select the refund reason: T-Mobile Billing Error.
      3. In the Notes field enter the following information:
         • Retail Escalation Empowerment Ticket number
         • Retail Promo Refund Request for the applicable promotion (Carrier Freedom or Keep & Switch) overpromised Promo
         • BAN credit applied using “Reason:QuikView Courtesy Cr” or “SCRTS Sales Courtesy” code.
         • Total Refund Amount:
         • List out each mobile number with the refund amount by line.
   9. Click Submit. The refund request will be in pending status for manual review by the Payment Ops team.
   10. The refund will be reviewed in 1-3 business days and the customer will receive an automated SMS.
   11. If approved, prepaid cards typically arrive within 10 mailing days by USPS ground mail.
3. Update the Retail Escalation Empowerment ticket by entering the approved/completed info into the appropriate fields to close the ticket. For more information, see Escalated RAM/RSM process above.

• Rebates Support
• Using the T-Mobile Promo Tool

• Mobile Expert / Retail Sales Representative: Responsible for research of issue. ME/RSR provides all research to store leader.
• Store Leader: Determines if they can manually enroll in the offer or negotiate a one-time lump sum credit to resolve. If not, they will need to contact their leader.
• Sr. Manager/RMM: Manually enrolls the offer or applies the credit.

• Mobile Expert / Retail Sales Representative - Responsible for research of issue. ME/RSR provides all research to store leader.
• Store Leader – Create a ticket on the Retail Escalations Empowerment Site. See Submit an escalation for steps.
• Sr. Manager/RMM–Applies the discount and closes the ticket. See Work an escalation for steps.

• Verification: Military Plans
• Verification: First Responder plans
• T-Mobile Insider Promos