System Issues: Warranty Exchanges

Learn more about current, recently resolved, and planned maintenance for Warranty Exchanges. For additional issues not listed here, see Frontline System Issues.

Description

 

When performing warranty exchanges, Retail Teams may encounter the the order status being stuck as "ShippedtoStore" which prevents the customer from picking up the order after notifications have already been sent. This issue should be fixed as of 6.2.2026. Please check order status and retry.

 

If issues remain please follow the workaround. 

 

 

Workaround

 

If issues remain please submit Compass request: Warranty Exchange: Stuck in "ShippedtoStore" Status

Description

When performing warranty exchanges, Retail Teams may encounter the error "IMEI does not match". This can be confirmed by looking at the order summary and checking if the replacement device IMEI is shown. If this issue is affecting the order you will only see the SKU not the replacement IMEI. This issue should be fixed as of 6.2.2026.

 

If issues remain please follow the workaround. 

 

Workaround

E-mail FrontlineSystemsExperienceWarrantyExchanges@T-Mobile.com with the following details:

  • BAN
  • MSISDN
  • Order ID

Failure to provide all the listed details will delay resolution.

Description

When performing warranty exchanges, Retail Teams may encounter the system error "Failure while calling updateEIPEquipment Service. Transaction has been cancelled". This occurs when the replacement device's IMEI is on an active EIP on another BAN. In order to proceed, the IMEI needs to be cleared from the existing EIP.

Workaround

E-mail FrontlineSystemsExperienceWarrantyExchanges@T-Mobile.com with the following details:

  • BAN
  • MSISDN
  • Order ID

Failure to provide all the listed details will delay resolution.

Description

Packing labels for some Warranty Exchanges or Trade-Ins may not have been available for reprint or to resend to customers.

Notes

As of October 31st, a permanent fix has been implemented to resolve the issue where the labels were unavailble for reprint.

Issue Resolved: 10/31/2025

Description:

Stores attempting to return warranty exchange devices to the DC were receiving the error: "This is not a valid SKU or Serial Number."

Workaround:

A cleanup was completed on October 7 that enables A-STOCK/REFURB devices associated with Warranty Exchange orders canceled prior to October 6 to be attached to an STO. We will continue to monitor for any additional devices exhibiting similar symptoms and perform further cleanups as needed.

Additional Information:

On September 25, a permanent fix was implemented. As of October 7, all canceled warranty devices were corrected and can now be placed on a Store-to-DC STO. Open a ticket for any new issues.

Issue Resolved: 10/7/2025

Description:

Some Warranty Exchange orders may have been intentionally shipped using A-stock devices.In these cases, the customer may have received an upgraded unit compared to their original device. However, upon receipt, these devices are incorrectly inflating the available sellable inventory for BOPIS/BOWIS orders. 

Notes:

As of September 26, a permanent fix has been implemented to resolve the issue where A-stock devices shipped for Warranty Exchange were incorrectly appearing as eligible for digital transactions.

Key Updates:

  • A-stock devices shipped for Warranty Exchange that remain in store inventory were automatically updated overnight to reflect their ineligibility for sale. Note: these IMEIs will still show as “available” for a digital sale but will fail in the system upon the pick and pack stage. These devices should still be used exclusively to fulfill the corresponding Warranty Exchange orders.

  • In cases where an A-stock device was mistakenly sold to a non-warranty customer, we have proactively canceled the original order and generated a replacement order. If a replacement order has not been created, please manually cancel the original order and create a new one.

  • A-stock devices allocated for Warranty Exchange that were auto-canceled due to "Pickup Expired" should be returned to the warehouse per standard process. These devices must not be retained in-store or made available for sale.

Ticket: INC119539129

Issue Resolved: 9/26/2025

Description

Warranty exchange orders are received into inventory, but the status is not advancing to “ReadyForPickup.” As a result, fulfillment cannot proceed until the issue is resolved.

Notes

Teams have updated all affected orders by end of day on 9/4/2025. Customers were notified to pick up their devices once their orders were updated.

 

Issue Resolved: 9/5/2025

Description

Frontline Teams may have seen the error "Store address validation has failed. Please retry" when attempting to process ship-to upgrades and warranty exchanges.

Notes

If issue persists, click the "Verify Shipping Address" 1 - 3 times to bypass the error. Ensure the shipping address is a valid address.

Ticket: PRB10008620
Impacted Systems:

  • Upgrade Dashboard
  • Warranty Exchanges

Issue Began: 6/4/2025

Issue Resolved: 8/6/2025