Shipping labels

• Use Return or replace a device for steps on how to return an order and receive a shipping label.
• Our labels for warranty and remorse returns do not include pick-up from UPS. Customers requesting pick-up must pay out of pocket for that additional service. Refer those customers to UPS.
  
• Shipping labels are not needed for Buyer's Remorse returns. Returns for ship-to and in-store orders can be returned in T-Mobile stores.
• If you encounter an error when sending a shipping label as directed below, file a Help Desk ticket and then see T-Mobile Shipping Escalation Tool below.
  
• When reprinting receipts or shipping labels in Retail:
  • mPOS requires verifying the customer’s account before accessing the document retrieval tools.
  • If the receipt cannot be found (example: guest receipt or prepaid), partner with your manager. Managers can bypass the verification confirmation to search for receipts or shipping labels outside of an account.

Use this process for buyer's remorse ship-back return and sending defective devices to T-Mobile for warranty exchanges.

• Buyer's Remorse 
  • Advise customers to take returns into any T-Mobile COR or Authorized Retailer store for faster processing, instead of printing labels and shipping.
    • Ship-to orders and in-store purchases can be returned to a store.
    • Retail Teams: Use Trade-in steps to accept the deferred trade in.
  • If the customer must ship the return, they can include multiple devices per box/label if those devices were in the same return order. 
• Warranty exchange labels are located under the original shipping label. Use it and the original box to send back the phone.
• Customer does not have original label:
  • To resend a label for a remorse return or ship-to/ship-back exchange, use Atlas order lookup.
  • This process is only for ship-back Buyer's Remorse return labels and ship-to/ship back warranty exchange when customers need the label to be reprinted.
  • This process is not for these order types:
    • In-store exchanges: The customer must take the device to a Retail store to exchange.
    • Original order was in DASH: Transfer to Virtual Retail for support.
• Customer advisements:
  1. Advise the customer they will receive the shipping label in email within 24 hours. If they don't see it, check spam or junk mail folders.
  2. Open the email and look for a PDF attachment. Print the PDF containing the shipping label.
  3. Attach the label to the box to return the device.

• Customer advisements:
  • T-Mobile will provide the customer with a trade-in ship kit that includes:
    • Prepaid shipping label
    • Bubble wrap bag for device
    • Device reset & shipping instructions
    • Return box
    • Customers with orders that contain two or more trade-in devices may have a larger trade-in return kit shipped to them separate from the new device order.
      • These return ship kits will show as a Related Order in the Atlas Order Look-up.
      • Customers may return all associated trade-in devices in the single box.
        Note: If the customer does not have a trade-in ship kit, resend the ship kit using the Trade-in Lookup tool.
  • Customers should take deferred trade-ins into any T-Mobile COR or Authorized Retailer (AR-N) store to process an in-store trade-in or reorder a trade-in ship kit (instead of printing labels and shipping).
    Exception: National Retail & JUMP! deferred trade-ins must be mailed back. Do not refer customers to a National Retail point of sale. Continue steps below.
    • Retail Teams: Use Trade-in steps to accept the deferred trade-in.
  • If the customer cannot visit a store and must ship the return:
    • Read Trade-in device program & orders > Customer advisements > Deferred Trade-ins: Required advisements.
    • If the customer does not have a My T-Mobile account, see T-Mobile ID registration & management: Self-Service to help customers register.
    • The registration process and the availability of the shipping labels in My T-Mobile may take up to 72 hours.
    • Log into your My T-Mobile account, and print the return shipping label. See Shipping labels: Self-service.
• Customer does not have original label:
  • To resend a link to My T-Mobile for customers to print a deferred trade-in or JUMP! order label, use the Trade-in Lookup tool.
  • Device Tracking Portal includes National Retail orders. Do not refer customers to a National Retail point of sale.
  • For JUMP! orders placed incorrectly and where customers need to return a device, see JUMP! order support.

• Advise customer to return the device in a T-Mobile store. In-store returns are supported if the customer did not receive the label or is already in the store to return the gateway.
• See steps and advisements on Cancel T-Mobile Home Internet.

• Resend shipping labels in the Coverage device dashboard.
• If a coverage device shows Pending Fulfilment, file a Compass ticket.
• If a coverage device shows Exchange Pending, associate another MSISDN with the coverage device.
• See Coverage device returns & exchanges > Return labels. 
• Coaches follow Shipping label escalations. 

The Shipping Label Escalations (SLE) Tool allows permissioned users to email a prepaid return label, which the customer prints and should only be used when all above resources have been exhausted 

This tool should only be used in the following scenarios when directed by policy:

• Account is in Canceled status.
• System issue occurs when trying to resend the return label through Atlas Order Lookup, DASH, Rebellion, or Device Tracking Portal (trade-ins).
• Trade-in is not started with device promo order.
• TFB returns for orders not placed in Atlas.
• Magenta Complete buyer’s remorse return (purchased from Sprint, migrated to T-Mobile, then returned).
• Alaska, Hawaii, and Island customers retur 2 or more devices in one box.
• Home Internet (HSI) – Only to be used when the customer cannot return in a store, cannot print from t-mobile.com, and did not receive the initial label through email:
  • If the line has a future-dated cancellation set, the initial label will be available and sent via email on the cancel-effective date.
  • Before using the SLE tool, ask if the customer would like to change the effective date of the cancellation to today and check if they received the label via email.
• Coverage device escalations for unable to resend shipping label requires tool use.
• JUMP! Trade-in offer (RMA) has been manually cancelled in error and the customer needs to return the original device on Upgrade Dashboard: Order issues & errors.

Using the tool in other situations causes issues and delays for customers. Use of the tool is tracked with employee's NT ID to identify adherence to policy and training opportunities.

For valid SLE scenarios only, use these steps:

1. File a Help Desk ticket if you encountered a system issue when resending the return label through Atlas Order Lookup or DASH.
   
   • Do not continue without a Help Desk ticket.
     
   • For DASH issues, use Desktop tools support.
     
2. For upgrade form issues, use Tools and forms issue reporting.
   
3. Confirm customers have valid email addresses and printer access.
   
4. Inform customers they need to return all the original items included in their device kits (including accessories, charger, literature, and original shipping invoice). If the SIM card was activated, they do not need to return it.
   
   • Pack the device securely as directed in the emailed instructions in original packaging. Customers can use another box if they don't have the original package.
     
   • If returning multiple devices, a maximum of 12 devices can be used per label.
     
   • Use foam peanuts or other padding and tape the box securely to prevent any damage.
     
5. Advise customers:
   
   • Within 24 hours, they will receive an email with a link to print a shipping label.
     
   • Upon the return of their devices in good working condition, their out-of-pocket funds will be refunded. Funds that were billed to their accounts will be applied to their accounts.
     
   • Refunds and EIP closures can take a minimum of 7 business days.
     
6. Set follow-up for 14 business days to confirm the order was received using Check Device Return Status in Atlas.
   • Warranty Exchange and HSI Return: During follow up, review memos to see if Non-Return Fee was charged. If charged, see Non-Return Fee (NRF) research.
   • Buyer’s Remorse Return: During follow up, if device has been received, but no refund or EIP closure, submit a Handset Research Form for Refund & credit issues for ship-to orders. See Refund & credit issues for ship-to orders.
   • Trade-In: During follow up, if device has been received, follow normal escalation process through leadership for manual enrollment. See Trade-in & EIP credit issues.
7. Escalate the customer's information to your Coach. If a Coach is not immediately available, direct the below information to a Coach who will be able to send a label within 24 hours.
   • Device Order number:
   • Device type being returned:
   • Device IMEI:
   • Device SKU:
   • Company/Customer Name: 
   • Address: 
   • Email Address:
   • Phone number:
8. BAN: Coaches: Follow Shipping label escalations.

• Shipping labels: Self-service
• Return or replace a device order
• Trade-in & EIP credit issues