Sales courtesy credits

Before issuing a credit, research the account to make sure that:

• Courtesy credits can only be issued for the following reasons:
  • Use your allowed limit and service credit budget to give first-time resolution for all Employee Error Escalations.
  • For Metro by T-Mobile: Temporary credits should only be used for account research purposes. All Temporary credits need to be reverted when research concludes no later than 72 HRS after applied.
• Only one credit per BAN is allowed during any 30-day period. All account issues must be resolved with a one-time credit and accounts should not receive manual recurring credits.
• Employees cannot apply a credit to their own, a peer's, or a leader's account. If the situation cannot be resolved by contacting Care, reach out to your direct leadership for guidance.
• Do not issue credits for the following reasons:
  • As a Sales Incentive, examples include but are not limited to:
    • To close a sale
    • Upsell customer(s)
    • “First month Free” program
    • Referral Credits
    • ETF buyout
    • Any other sales initiative
  • To bring an account out of delinquent status, unless it is due to T-Mobile error or mistake.
    • Billing Issues should be referred to RSL to resolve before applying credit. This will ensure that the underlying issue is corrected, and a one-time credit will resolve the issue.

1. Research to determine the root cause of the issue and if the issue potentially warrants a credit (the store, promotion, system, or group that caused the issue to happen).
   • If a credit is not needed, resolve locally. Reach out to Operations when appropriate.
   • If research indicates that the issue is related to a Promotional error, use the Frontline Promo Dashboard to resolve.
2. Follow the steps below to apply the credit based on the customer account billing type.
   • T-Mobile Accounts - REMO
     1. From the Account Summary go to Billing > Billing Dashboard.
     2. On the Billing Dashboard page, tap Issue Credit.
     3. In the window that opens, enter Credit Amount and Reason.
     4. Tap Submit.
     5. On the Confirmation page tap Close.
     6. To view the applied credit from Billing Dashboard > View Billing Summary tap Current Bill and view credit applied under Adjustments.
   • Metro Accounts - Edge
     1. Access the account per normal practices (follow proper BAN Security processes).
     2. Access Payment & Billing – Select Create Adjustment:
        • Select Credit Source (your Channel)
        • Select Credit Reason Code
        • Fill in Memo Text using the “Who, What, When, Why, Where” template above.
3. Set proper expectations with the customer around how the applied credit will impact their account and what it will show as on their next payment due date.
4. If the account is suspended or canceled (T-Mobile stack), refer to Suspended or Canceled Accounts (below).
5. Set Expectations with the Customer
   • If the credit is to be issued immediately, tell the customer that it will be applied to their account today, and that you are noting the account with the amount of and reason for the credit.
   • If the credit is warranted but cannot be processed immediately (because approval is required), tell the customer that you believe the credit is needed, but you need an approval, and it could take 24-48 hours to get it applied to the account.
6. Memo the account with situational details, resolution steps, and the value of credit needed to resolve. There must be an associated memo added to the account for every credit, that includes the following details written in sentences:
   • Who caused the issue that needs a credit to resolve?
   • What situation made the credit needed?
   • When did the original issue occur?
   • Why was a credit needed to resolve the issue?
   • Where did the original issue occur?
   • Example memo note: "John S. changed plan incorrectly at store A. Corrected plan and issuing $42 credit  for 3 months @ $14 / month."

The below tables outline who can issue credits to what amount. Follow the escalation path for high Credit Amount occurrences. 

• Permissioned users can apply Sales Courtesy credits to qualifying inactive accounts.
• Account requirements:
  • Account must be inactive (suspended or cancelled)
  • Accounts in a closed (settled, fraud, etc.) or written off status do not qualify
  • No sales courtesy credits on the account within the last 30 days

Submitting a request:

1. Confirm the account is in a qualifying status.
2. Confirm there has not been a sales courtesy credit in the last 30 days.
3. Access the Retail Escalations Empowerment Site.
4. Click Inactive Account Credit Request.
   • Restricted to COR: Retail Associate Managers / Experience Associate Managers (and above) and AR: Retail Associate Managers/Retail Store Managers.
   • You must log in with your T-Mobile email address.
5. The request will be processed within 5 minutes. If you receive a denial, review the reason and contact RSL for additional support.

If immediate support is needed:

• COR: Ensure a memo is placed on the account and call in to RSL to have the credit applied.
• Authorized Retail:
  • If the account is suspended (T-Mobile stack), check that a memo is on the account and partner with a local store and Account Manager to get the account temporarily unsuspended through RSL, so that you can apply the credit.
  • If the account is canceled, partner with a local store to submit the escalation. Check that the RSM has already placed a memo on the account with details about why we are issuing a courtesy credit. Then guide the store to call RSL to request courtesy credit on canceled account.

Check the status of a request:

1. Access the Retail Escalations Empowerment Site.
2. Click Inactive Account Credit Request.
3. Your requests will show on this page.

Any requests show "DENIED," review the reason and contact RSL if additional support is needed.

Do not issue multiple credits to circumvent the limit put in place for your Job Title. (example: A COR Retail Store Manager in Top 100 cannot place two $800 credits on an account to fix an issue requiring $1,600 of credits. This should be escalated to their Sr Manager, Top 100.)

If there is a need for a credit that is above your level (example: a $1,700 credit needed and you are a Retail Store Manager), you must reach out for approval using the following template:

• Customer Name:
• Account Number:
• Mobile Number:
• Requested Credit Amount:
• Reason for Credit:

• Who?
• What?
• When?
• Why?
• Where?

Care courtesy credits

Credit & adjustment support