Apple EIP down payment cleanup 

Due to an Apple system issue in 2025, a small number of customers had made a down payment for EIP, but this payment was not applied to their device purchase.

  • This issue has been resolved, and all impacted customers have had their down payments applied to their EIP balance as a one-time payment.
  • Scripts were run on 6/6/25 and 6/18/25 to issue credits to impacted accounts. 
  • If a customer asks about this matter, reference the Approved communication below.
  • No additional actions are needed for these down payments.

Approved communication:

“Due to a system issue, when your Equipment Installment Plan (EIP) was created with Apple, your down payment was collected but not applied to your phone purchase. The down payment amount has been applied to your EIP balance as a one-time payment. This will not change your monthly installment amount, but your EIP may be paid off sooner than originally disclosed. You can review your EIP status in the T-Life app or at t-mobile.com."

 

Trade-in credits not processed

All Trade-in issues related to a promotion require special steps. Use Promotional credit issue handling if a promo is listed in Atlas order details or customer states they traded-in their device as part of a promotion (even if no RMA or promotion is listed).

  1. Access the Trade-in Lookup tool to confirm the status of the trade in.
  2. If applicable, you can guide the customer through T-Life to review the trade-in details on the order look-up screen by accessing Account > Additional Tasks > Order History > Trade-in Offer Detail. 
  3. Filter search by account number, mobile number, store ID, IMEI, or RMA as needed.
  4. For Dual SIMs, only use IMEI1. That is what our return center validates devices with.
  5. Select the appropriate RMA from the results, then click View Details.
    • Information is pre-filtered by the account you accessed it from with a 30-day date range pre-selected.
    • Information is available for up to two years and can be filtered in 6-month increments.
  6. Review the status of the trade-in and follow the appropriate steps below:
    • No Trade-in offer/RMA found: A trade-in or JUMP! return was not processed with the order.
      • For situations where the deferred trade in was not completed, the customer still wants to complete a trade in, and the new order is outside buyer's remorse, use Promo Asset Recovery Process.
      • If the device order was completed in National Retail with no T-Mobile trade-in, redirect the customer to point of sale for assistance.
      • Promo Asset Recovery cannot support National Retail orders.
    • Offered: The customer received a quote but never completed the RMA. No trade-in credit will be processed.
    • Accepted: An instant trade-in has been completed at a retail location. Trade-in credits are typically applied toward the out-of-pocket expense of the new equipment purchased in store.
    • Accepted/Deferred: The customer has successfully generated an RMA for a deferred trade-in.
    • Trade-in Initiated: T-Mobile is awaiting receipt of the deferred trade-in device from customer. 
    • Requoted: The customer returned the deferred trade-in at a store, and the trade-in credit was requoted due to the device condition check.
    • Returned in Retail: The deferred trade-in return was processed at a retail store.
    • Adjusted exception: An exception with the device was found during device evaluation.
    • In-transit: Trade-in has not arrived at warehouse and is enroute with shipping carrier.
    • Delivered: Trade-in has been delivered to the warehouse and is awaiting processing

If an upgrade was completed that did not include a trade-in, follow these steps:

If a JUMP!/Yearly Upgrade order was processed incorrectly as a non-JUMP!/Yearly Upgrade order, see Upgrade Dashboard: Order issues & errors instead.

  1. Clear browser cache/cookies and reattempt.
  2. If the order was placed less than 24 hours ago, the RMA may not be available. Follow up with the customer after the 24 hour period.
  3. Determine if the customer has attempted to ship us the device.
  4. If customer still has the trade-in device:
    • The RMA can only be created during the original order.
    • Trade-in values and credits cannot be added after the upgrade is complete.
    • Customers must return the new device and place a new order with the trade-in. If the order is outside of buyer's remorse and they want to trade in their device, follow the Promo Asset Recovery Process.
      Exception: If the device order was completed in National Retail with no T-Mobile trade-in, redirect the customer to point of sale for assistance. Promo Asset Recovery cannot support National Retail orders.
  5. If customer has mailed the trade-in device for credit:
    • The RMA can only be created during the original order,
    • Trade-in values and credits cannot be added after the upgrade is complete.
    • Customers must return the new device and place a new order with the trade-in. If the order is outside of buyer's remorse and they want to trade in their device, follow the Promo Asset Recovery Process.
      Exception: If the device order was completed in National Retail with no T-Mobile trade-in, redirect the customer to point of sale for assistance. Promo Asset Recovery cannot support National Retail orders.
  6. Confirm shipping tracking number shows delivery to Coppell, TX.
  7. If tracking number shows the package is now pending delivery, advise customer:
    • The most recent carrier tracking status.
    • They can track status on their T-Life app in the Order Lookup section.
    • It can take up to 7 days from the date of delivery for the trade-in return to be processed correctly.
    • They will receive a notification upon receipt and processing of the trade-in.
  8. If tracking number shows package was handed off to UPS, but shows no movement or contains a delivery exception (i.e., damaged, lost/damaged), follow these steps:
    • Award customer full credit for the trade-in return as a one-time courtesy.
    • If the trade-in was part of a device promotion, follow Promotional Credit Issue Handling to resolve issues with the promotion.
    • If the customer is missing trade-in credit, apply any missing fair market value (FMV) trade-in credits to the BAN using the DRPADJ credit code.
    • If the lost trade-in was associated to a JUMP! or Yearly Upgrade, escalate the request to your team manager to have the original EIP manually closed.
    • Managers should follow the steps for Manually Closing EIP.
  9. Perform a trade-in lookup in the Device Return Research Tool.
    Note: For missing trade-in devices, perform a lookup by return tracking number in the Device Return Research Tool.
  10. Refer to the table below to resolve the issue.
Package status Result Resolution steps
Package received Return center has received and assessed the package.
  • Review the IMEI of the received device.
  • If the device status doesn’t indicate any damage or disqualifying conditions such as excessive damage or broken LCD, work to compensate the customer for the return of a good device.
  • If applicable, follow Promotional Credit Issue Handling to resolve issues with the promotion.
  • If the customer is missing additional trade-in credit on the account and you’ve confirmed a good device was returned, follow these steps:
    1. Confirm the fair market value in Atlas > Tools > Trade-in Estimate.
    2. Engage your local leadership to apply an adjustment to the account for the fair market value of the trade-in using the correct adjustment code:
      • When entering an adjustment for these customers, you must use the following template in the adjustment memo:
        • IMEI:
        • Date Received:
        • Tracking Number (if available):
        • Trade-ins: Use the DRPADJ credit code.
        • JUMP! and Yearly Upgrade: Use the JUMPAJ credit code.
    3. If the lost trade-in was associated to a JUMP! or Yearly Upgrade, escalate the request to your team manager to have the original EIP manually closed. 
    4. Managers should follow the steps for Manually Closing EIP.
Package received - package damaged
 Return center has received, assessed the package and determined the package was damaged during transit

If the device flag indicates damage, it’s possible the damage may have occurred while in transit. We would not hold the customer responsible for damaged returns in this situation.

  • Award the customer full credit for the trade-in return as a one-time courtesy.
  • If the trade-in was part of a device promotion, follow Promotional Credit Issue Handling to resolve issues with the promotion.
  • If the customer is missing additional trade-in credit on the account, follow these steps:
    1. Confirm the fair market value in Atlas > Tools > Trade-in Estimate.
    2. Engage your local leadership to apply an adjustment to the account for the fair market value of the trade-in using the correct adjustment code:
      • When entering an adjustment for these customers, you must use the following template in the adjustment memo:
        • IMEI:
        • Date Received:
        • Tracking Number (if available):
        • Trade-ins: Use the DRPADJ credit code.
        • JUMP! and Yearly Upgrade: Use the JUMPAJ credit code.
    3. If the lost trade-in was associated to a JUMP! or Yearly Upgrade, escalate the request to your team manager to have the original EIP manually closed.
    4. Managers should follow the steps for Manually Closing EIP.
Package received -  flagged as Tampered or empty gift boxes are found in the package
 Return center has received and assessed the package, but no device was received in the package.

If the package status also shows damaged or opened, this indicates theft in transit to T-Mobile and the device should be considered returned.

  • Award the customer full credit for the trade-in return as a one-time courtesy.
  • If the trade-in was part of a device promotion, follow Promotional Credit Issue Handling to resolve issues with the promotion.
  • If the customer is missing additional trade-in credit on the account follow these steps:
    1. Confirm the fair market value in Atlas > Tools > Trade-in Estimate.
    2. Engage your local leadership to apply an adjustment to the account for the fair market value of the trade-in using the correct adjustment code:
      • When entering an adjustment for these customers, you must use the following template in the adjustment memo:
        • IMEI:
        • Date Received:
        • Tracking Number (if available):
        • Trade-ins: Use the DRPADJ credit code.
        • JUMP! and Yearly Upgrade: Use the JUMPAJ credit code.
    3. If the lost trade-in was associated to a JUMP! or Yearly Upgrade, escalate the request to your team manager to have the original EIP manually closed. 
    4. Managers follow Manually Closing EIP.
Package received with no IMEI listed as received Return center has received and assessed the package, but no device was received in the package.
No results found Return center has not received the package matching that tracking number.
  • Do not file a Handset Research form or contact CRT. Offline teams are not able to investigate further.
  • Check the return tracking number to confirm accuracy.
    Important: If the tracking number doesn’t show delivery in Texas on UPS.com, the return will not show in the tool.
  • If searching by order number, ask customer if another return tracking number was used and search by that number.
  • If there are still no results found based on the return tracking provided and the date selected, it means T-Mobile has not received the return.
  • If the UPS tracking shows delivered in TX and a minimum of 10 days has passed since the UPS delivery date listed on the tracking, follow the steps in the previous scenario to engage your leadership team to credit the customer for the full value of the trade-in return. 

Use this process to support customers who have an open trade-in offer or Yearly Upgrade/JUMP! Return (RMA) that has not been processed completely. Customers in this situation may receive notifications to return their trade-in device to T-Mobile.

  1. In the Trade-in Lookup tool go to the Device Credit tab to review:
    • Type: Instant, deferred, or requoted
    • Requoted Reason: Only shows a reason if the device was requoted
    • Applied To: How trade-in or JUMP! credit was applied
    • Date Applied: Date credit was applied If Trade-in Lookup tool shows a credit was issued but isn’t on the account, escalate to the help desk.
  2. Check for RMA exception that may adjust the offer. If there is an active exception, see Credit value adjusted: RMA exceptions.
  3. Only use this process for Accepted/Deferred RMA status.
  4. Accepted status means an In-Store instant credit was applied, see No Credit received: Instant Trade-in.
  5. Requoted means the device was returned in a retail store, and the device condition required the trade-in credit amount to change.
  6. In-store deferred trade-in return credits will only apply to the account in the method selected at the time of accepted the offer.
  7. In the Shipping Info section, review the “To T-Mobile” tracking number to confirm the device has been returned to T-Mobile.
  8. If tracking number does not indicate the package was received by UPS, advise customer:
    • The tracking information does not indicate the package was ever dropped at UPS.
    • Attempt to confirm if an alternate tracking was used and research any additional tracking as needed.
    • If the customer claims the device was left at the retail store, the customer must return to the location to resolve this dispute with the retail store leadership.
  9. If tracking number shows the package is pending delivery, advise customer:
    • The most recent carrier tracking status
    • They can track status on their T-Life app in the Order Look-up section.
    • It can take up to 7 days from the date of delivery for the trade-in return to be processed correctly. They will receive a notification upon receipt and processing of the trade-in.
  10. If the tracking number shows the package was handed off to UPS, but shows no movement or contains a delivery exception (ie damaged, lost/damaged), follow these steps:
    • Award customer full credit for the trade-in return as a one-time courtesy.
    • If the trade-in was part of a device promotion, follow Promotional Credit Issue Handling to resolve issues with the promotion,
    • If the customer is missing trade-in credit, apply any missing fair market value (FMV) trade-in credits to the BAN using the DRPADJ credit code.
    • If the lost trade-in was associated to a JUMP! or Yearly Upgrade, escalate the request to your team manager to have the original EIP manually closed.
    • Managers should follow the steps for Manually Closing EIP.
  11. In the Device Return Research Tool, search by tracking number to determine what was returned to T-Mobile. You can search by IMEI if the tracking number is unknown or the customer used their own return label.
  12. Refer to the table below resolve the issue.
Package Status Result Resolution Steps
Package received The return center has received and assessed the package.
  • Review the IMEI of the received device.
  • If the device status doesn’t indicate any damage or disqualifying conditions such as excessive damage or broken LCD, work to compensate the customer for the return of a good device.
  • If applicable, follow Promotional Credit Issue Handling to resolve issues with the promotion.
  • If the customer is missing additional trade-in credit on the account and you’ve confirmed a good device was returned, follow these steps:
    1. Confirm the fair market value in Atlas > Tools > Trade-in Estimate.
    2. Engage your local leadership to apply an adjustment to the account for the fair market value of the trade-in using the correct adjustment code:
      • When entering an adjustment for these customers, you must use the following template in the adjustment memo:
        • IMEI:
        • Date Received:
        • Tracking Number (if available):
        • Trade-ins: Use the DRPADJ credit code.
        • JUMP! and Yearly Upgrade: Use the JUMPAJ credit code.
    3. If the lost trade-in was associated to a JUMP! or Yearly Upgrade, escalate the request to your team manager to have the original EIP manually closed. 
    4. Managers should follow the steps for Manually Closing EIP.
Package received - package damaged
 Return center has received, assessed the package and determined the package was damaged during transit

If the device flag indicates damage, it’s possible the damage may have occurred while in transit. We would not hold the customer responsible for damaged returns in this situation.

  • Award the customer full credit for the trade-in return as a one-time courtesy.
  • If the trade-in was part of a device promotion, follow Promotional Credit Issue Handling to resolve issues with the promotion.
  • If the customer is missing additional trade-in credit on the account, follow these steps:
    1. Confirm the fair market value in Atlas > Tools > Trade-in Estimate.
    2. Engage your local leadership to apply an adjustment to the account for the fair market value of the trade-in using the correct adjustment code:
      • When entering an adjustment for these customers, you must use the following template in the adjustment memo:
        • IMEI:
        • Date Received:
        • Tracking Number (if available):
        • Trade-ins: Use the DRPADJ credit code.
        • JUMP! and Yearly Upgrade: Use the JUMPAJ credit code.
    3. If the lost trade-in was associated to a JUMP! or Yearly Upgrade, escalate the request to your team manager to have the original EIP manually closed.
    4. Managers should follow the steps for Manually Closing EIP.
Package received - empty gift boxes found in the package
 Return center has received and assessed the package, but no device was received in the package.

If the package status also shows damaged or opened, this indicates theft in transit to T-Mobile and the device should be considered returned.

  • Award the customer full credit for the trade-in return as a one-time courtesy.
  • If the trade-in was part of a device promotion, follow Promotional Credit Issue Handling to resolve issues with the promotion.
  • If the customer is missing additional trade-in credit on the account, follow these steps:
    1. Confirm the fair market value in Atlas > Tools > Trade-in Estimate.
    2. Engage your local leadership to apply an adjustment to the account for the fair market value of the trade-in using the correct adjustment code:
      • When entering an adjustment for these customers, you must use the following template in the adjustment memo:
        • IMEI:
        • Date Received:
        • Tracking Number (if available):
        • Trade-ins: Use the DRPADJ credit code.
        • JUMP! and Yearly Upgrade: Use the JUMPAJ credit code.
    3. If the lost trade-in was associated to a JUMP! or Yearly Upgrade, escalate the request to your team manager to have the original EIP manually closed. 
Managers should follow the steps for Manually Closing EIP.
Package received with no IMEI listed as received Return center has received and assessed the package, but no device was received in the package.
No results found Return center has not received the package matching that tracking number.
  • Do not file a Handset Research form or contact CRT. Offline teams are not able to investigate further.
  • Check the return tracking number to confirm accuracy.
    Important: If the tracking number doesn’t show delivery in Texas on UPS.com, the return will not show in the tool.
  • If searching by order number, ask customer if another return tracking number was used and search by that number.
  • If the UPS tracking shows delivered in TX and a minimum of 10 days has passed since the UPS delivery date listed on the tracking, follow the steps in the previous scenario to engage your leadership team to credit the customer for the full value of the trade-in return.

Customer has not received instant trade-in credit

  1. Under the Trade-in Details section, confirm the Trade-in Status reads Bill credit posted. This confirms the trade-in credit has been applied.
  2. Under the Device Credit section, review applied to and confirm where the trade-in credit was posted.
    Note: Trade-in credits applied to down payment will be reflected on the retail sales invoice. The customer would have received this credit towards the purchase of a new device.
  3. In Atlas click the Toolbox tile in the left-hand bar select Doc retrieval.
  4. Search the BAN and applicable date range in TESA.
  5. Review the sales invoice to confirm how the instant trade-in credits were applied during the purchase of the new device.
    Note: If the sales invoice was not properly signed by the customer, it may not be available in TESA. Refer the customer back to the point of sale to review a copy of the invoice.
  6. Review the adjustment history in the account to confirm if any residual DRP/JUMP adjustments have been applied to the account.
  7. If the itemized section of the invoice shows Device Recovery credits and/or residual adjustments have been applied, do NOT manually adjust.
    1. Explain to the customer that they received their credit off of the purchase price of their new device.
    2. Advise them they can access and review their receipts on My T-Mobile.
  8. If the itemized section of the invoice does NOT show a Device Recovery credit engage your local leadership to issue an adjustment for the Quote amount using the appropriate adjustment code noted below:
    • Trade-ins: DRPADJ
    • JUMP! returns: JUMPAJ
  9. Leave a detailed memo. Example: Customer completed instant trade-in on [enter date], did not receive trade-in credit for RMA # [enter RMA number(s)].

Trade-in credits misapplied

Follow these steps when trade-in credits are misapplied on the account or EIP by T-Mobile error.

  • Do not change where credits are applied if T-Mobile processed them correctly, and then the customer wants to change their request.
    • Trade-in credits may apply automatically (especially in promo pricing), and the customer cannot choose other options.
    • See how trade-in credits should be applied in Instant vs. deferred trade-ins.
  • EIP trade-in credits cannot be reversed and reapplied if the EIP Plan has been closed for more than 60 days.
  • If a customer's trade-in credit was applied to a promotion instead of a BAN balance/EIP balance, advise the customer that their promotion will be affected if any change is made.

  1. Access the Trade-in Lookup tool to confirm the status of the trade in.
  2. If applicable, you can guide the customer through T-Life to review the trade-in details on the order look-up screen by accessing Account > Additional Tasks > Order History > Trade-in Offer Detail. 
  3. Filter search by account number, mobile number, store ID, IMEI, or RMA as needed.
  4. For Dual SIMs, only use IMEI1. That is what our return center validates devices with.
  5. Select the appropriate RMA from the results, then click View Details.
    • Information is pre-filtered by the account you accessed it from with a 30-day date range pre-selected.
    • Information is available for up to two years and can be filtered in 6-month increments.
  6. Review the status of the trade-in and follow the appropriate steps below:
    • No Trade-in offer/RMA found: A trade-in or JUMP! return was not processed with the order.
      • For situations where the deferred trade in was not completed, the customer still wants to complete a trade in, and the new order is outside buyer's remorse, use Promo Asset Recovery Process.
      • If the device order was completed in National Retail with no T-Mobile trade-in, redirect the customer to point of sale for assistance.
      • Promo Asset Recovery cannot support National Retail orders.
    • Offered: The customer received a quote but never completed the RMA. No trade-in credit will be processed.
    • Accepted: An instant trade-in has been completed at a retail location. Trade-in credits are typically applied toward the out-of-pocket expense of the new equipment purchased in store.
    • Accepted/Deferred: The customer has successfully generated an RMA for a deferred trade-in.
    • Trade-in initiated: T-Mobile is awaiting receipt of the deferred trade-in device from customer. 
    • Requoted: The customer returned the deferred trade-in at a store, and the trade-in credit was requoted due to the device condition check.
    • Returned in Retail: The deferred trade-in return was processed at a retail store.
    • Adjusted exception: An exception with the device was found during device evaluation.
    • In-transit: Trade-in has not arrived at warehouse and is enroute with shipping carrier.
    • Delivered: Trade-in has been delivered to the warehouse and is awaiting processing.

  • Confirm the EIP trade-in credit was applied to the BAN.
  • Do not adjust the trade-in credit on the BAN.
  • Confirm how the trade-in should have been applied. Only continue in the case of T-Mobile error. (See Trade-in program & orders > Trade-in method and credit handling comparison chart.)
  • Offer to process a one-time EIP balance payment for the customer, so they can pay down the EIP balance.

  1. Confirm the EIP trade-in credit amount and the EIP that the credit was applied to.
  2. Confirm the credit was applied within the last 60 days. If longer, we can no longer change it.
  3. Send the following information to your Team Manager for correction.
    • BAN:
    • MSISDN:
    • Trade-in Credit amount:
    • Trade-in credit date:
    • Plan the trade-in was applied to:
    • Plan the trade-in credit needs to be applied to:
    • Customer’s email address for notification:
  4. Advise the customer the EIP trade-in credit will be reversed and applied to the correct plan. The customer will see these changes reflected in their plan balances within 24 hours.
  5. Team Managers: Use Upgrade and EIP Escalations.

  • Confirm the trade-in credit amount and the EIP that the credit was applied to.
  • Confirm how the trade-in should have been applied. Only continue in the case of T-Mobile error. (See Trade-in program & orders > Trade-in method and credit handling comparison chart.)
  • Confirm the credit was applied within the last 60 days. If longer, we can no longer change it.
  • Confirm the EIP is still active. If EIP has been fully paid off, we can no longer change it.
  • Send the following information to your Team Manager for correction.
    • BAN:
    • MSISDN:
    • Trade-in Credit amount:
    • Trade-in credit date:
    • Manual credit (Apply using code DRPADJ in Samson): 
    • Plan the trade-in was applied to:
    • Customer’s email address for notification:
  • Advise the customer:
    • The EIP trade-in credit will be reversed and applied to the account balance.
    • When an EIP credit is manually reversed, you will see both a charge and a credit for the same amount posted to the BAN. (A manual credit will need to be applied if the wrong credit type was selected during the order flow.)
  • Team Managers: Use Upgrade and EIP Escalations.

Trade-in promotion dropped or ineligible

If a customer gets denied for a promotion with a trade-in issue due to T-Mobile error:

Situation Resolution

5G For All selected in Retail as an instant trade-in
  • Will now be manually enrolled.
  • Follow the normal escalation process through leadership for manual enrollment.

Different return label used rather than the original RMA label that was generated

For promotion enrollment to happen:

  1. Device must be in T-Mobile’s possession.
  2. Check to see if IMEI has been received in one of our warehouses by using the Device Return Status tool.
  3. If received, follow normal escalation process through leadership for manually enrollment.

No Trade-In associated

For promotion enrollment to happen:

  1. We need to have proof that the device is in our possession.
  2. Use the Promo Asset Recovery Process to generate label for the customer to use.
  3. Set a follow up to determine if we received the device by using the Device Return Status tool.
    • If Carrier tracking shows delivery to the warehouse but Device Return Status does not show device receipt status and it is over 24 hours, work with a Team Manager to confirm device receipt.
  4. Once the device is received at our warehouse, we will honor the enrollment.
  5. Follow normal escalation process through leadership for manual enrollment.
  • If a customer’s trade-in is determined to not be in good condition and they are dropped from a trade-in-required promotion, they are not eligible and cannot be re-enrolled. However, they may still be eligible to receive a trade-in credit based on their device condition. (See Trade-in Eligibility)
  • If a customer escalates and insists that they should be eligible for the promotional value even though the device is ineligible, work with your leadership to determine a solution for the specific situation.

Buyer's remorse returns: Trade-in device credit missing

Use this process to support customers who have returned devices purchased in-store within buyer's remorse/equipment return period and claim they didn't receive a full refund for trade-in value. Customers returning devices purchased in-store are subject to a restocking fee, which impacts the total trade-in credit refunded.

  1. Confirm instant trade-in settlement amount for the customer’s original trade-in the Trade-in Lookup tool.
  2. Review BAN adjustment/credit history to confirm if any DRP adjustments were already applied to the account.
  3. Confirm number of devices purchased and devices returned by the customer.
  4. In Atlas click the Tools tile in the left-hand bar select Doc retrieval.
  5. From the TESA search page, enter the BAN and applicable date range and select Search to continue.
    • The date range should include the date the devices were returned to the store.
    • If there is no return receipt available in TESA, the customer will need to return to the store for assistance, do not issue adjustments without proof of return.
  6. Review the adjustment history to determine if the customer has already received bill credit for the instant trade-in. Bill credits already applied will be under the DRPADJ adjustment code.
  7. Determine credit amount due by using the following formula: Quoted amount for the trade-in minus DRP credits already applied to the BAN = Adjustment due.
  8. Engage your local leadership to issue the adjustment to the BAN based on the appropriate adjustment code noted below:
    • For standard device recovery trade-ins, use the DRPADJ adjustment code.
    • For JUMP! trade-ins, use the JUMPAJ adjustment code.
  9. Leave a detailed memo.
    Example: Customer canceled service in buyer’s remorse, cancel date [enter date], did not receive trade-in credit for instant trade-in, RMA # [enter RMA number(s)]. If the customer canceled service within buyer’s remorse, advise they will be automatically refunded any remaining credit balance after 30 days.
  10. Inform customers about restocking fees:
    • Restocking fees are collected when equipment is returned and will only be deducted from the trade-in refund due.
    • The customer will only receive a monetary refund at the store for the amount of the out-of-pocket expense incurred on the original sales invoices. Example: If the customer's trade-in credit was applied toward the purchase of an accessory during the original sale, that trade-in credit will not be refunded unless that accessory was returned.

  1. In the Trade-in Tracking tool, open the trade-in order to:
    • Determine if the deferred trade-in return was processed in store.
    • Verify the trade-in credit amount that was expected.
  2. Use the Device Return Status tool to check that the device was delivered to the return center.
    • If the device is showing returned in DRS:
      1. Follow the deferred returned ship-to escalation steps. If the EIP remains in JUMP!-Return-Pending status, follow Non-Return Fee (NRF) research.
      2. If the device was properly mailed in, follow Trade-in credits missing to handle missing trade-in credits.
    • If device is not showing returned in DRS:
      • Advise the customer that we do not show that the device was returned to the store or the return center.
      • Verify the IMEI being used, and check if there is usage on the device.
  3. In Atlas, review the pending charges and credits and the adjustment history to confirm if the BAN or EIP credit was processed.
  4. If no credit is pending or received, submit a Compass ticket to report the issue.
  5. Engage your local leadership to issue the adjustment to the BAN based on the appropriate adjustment code noted below:
    • For standard device recovery trade-ins, use the DRPADJ adjustment code.
    • For JUMP! trade-ins, use the JUMPAJ adjustment code.
  6. Leave a detailed memo.

  • Determine how and when the original device was returned. Customers must return their original device using the prepaid label printed from their My T-Mobile account.
  • Advise customers it can take up to 30 days to process their returns and credit their accounts. This includes credits for down payments and taxes. Ask for a tracking number if one is available.
  • Set a follow-up for three days prior to customers' bill due date if their bill and charges are due before the 30-day return process is completed.
  • Place a BLDISP (Billing dispute) collection hold on account if charges have not yet been credited. Set a follow-up for the billing issue.
    Note: If the EIP remains in JUMP!-Return-Pending status, follow Non-Return Fee (NRF) research.
  • If the device was properly mailed in, then follow the Device Trade-in Issue to handle missing trade-in credits.

Credit value adjusted: RMA Exceptions

The final trade-in credit (settlement amount) may differ from the original quoted amounts based on the quality and condition of returned devices.

  • T-Mobile holds the device for 14 days and contacts the customer by SMS/email to advise them of the adjusted offer.
  • Customers can take actions based on exception Trade-in Lookup tool status before the Aging Date in the Portal.
  • Before the end of the aging date, the customer can Accept Assessed value or select one of the below options:


Trade-ins: Return My Device

  • During this time customer can request the device be returned at no cost per Order tracking: Self-service.
    • T-Life order lookup:
      1. Access T-Life and select Account > Additional Tasks > Order History
      2. Select the applicable trade-in offer.
      3. Review the explanation for the updated offer.
      4. Select the link to view pictures of the received device (where available)
      5. Select the option Accept New Offer or select Return My Device.
      6. If selecting the option to return the device, the customer must verify the return shipping address to complete the changes. 
    • My T-Mobile.com lookup:
      1. Log in to My.T-Mobile.com.
      2. Navigate to Account.
      3. Scroll down and select line under Line Details.
      4. Scroll down and select Check Order Status.
      5. Select the offer for the applicable trade-in device.
      6. Select the plus sign to review the offer details under Trade-in Device.
    • T-Mobile ships the device back using 5-day ground shipping. It ships to the billing address, but the customer can update it when requesting it back on My T-Mobile. 
    • The customer also receives two SMS notifications:
      • Notification confirms we received their request for return of the trade-in device.
      • Notification informs the device has shipped including tracking number.
    • If the customer has not received their trade-in return, escalate to your team manager for support. 
    • Team managers may offer a one-time credit for estimated value of the trade-in device by completing the following steps:
      • Use the Atlas Trade-in Estimate Tool to confirm the value of the device.
      • Apply a BAN credit for the trade-in value using the DRPADJ credit code. 
    • Trade-in is canceled and customer is no longer eligible for any trade-in required promos.


JUMP!: File a claim

  • If a JUMP! 1.0 / 2.0 device has damage, customers are asked to process a device protection claim. Non-JUMP! devices do not qualify for this exception.
  • Customers must contact Assurant, pay the deductible, and complete the claim by the aging date.
    • If a claim is completed, the EIP is paid off.
    • If a claim is not completed, the customer will receive $0 for the trade-in.
       
  • No answer: If the customer does not answer by the aging date, the reassessed value will be Accepted.
    • Applicable credits will be applied within 24 hours.
    • The order is complete.
  • If the customer drops from a trade-in promo due to their trade-in device being evaluated and determined not to be in good condition, they will not be eligible to be re-enrolled, but may still receive a trade-in credit. Apply a credit for the customer to be issued the promotional value.
  • If the customer has impacts to their promo credits, see Promotional credit issue handling and Recurring Device Credits (RDC).
  • In the Trade-in Lookup tool review Exception reason for adjusted offer and follow the steps below based on Condition Details. RMA Exception examples:
    • Cracked/damaged screen
    • Serial number flagged as lost/stolen blocked (will not be reassessed unless order and trade-in are returned and re-ordered)

The trade-in credit was adjusted and there is a photo of the returned device that matches the reason for adjustment.

  1. Do not issue any adjustments for missing trade-in credits in this situation.
  2. Explain why the trade-in credit was adjusted.
    • Wrong Model: The device received at the return center does not match the IMEI and/or Make/Model of the device described in the RMA.
      • Dual SIM with eSIM devices, like the iPhone Xs, have two IMEIs and may display a mismatch, even if the proper device was received.
      • In this case, the exception process still applies but the customer’s trade-in quote value should remain the same.
    • Received Late: The customer must ship the trade-in device within 30 days from when their order ships.
    • Liquid Damage: The device received has liquid damage.
    • Physical Damage: The device received has physical damage, including cracks or broken pieces.
    • Display Condition: The device display is cracked or not functioning properly. Trade-ins with screen damage may receive a partial value, but they do not qualify for promotions.
    • Stolen: The device received was reported stolen.
    • Block: The customer has enabled security features that have blocked the phone. This applies to iPhones returned with the Find My iPhone feature enabled.
  3. Educate the customer on how they can log into their online account and view the explanation and photograph to explain the adjustment and view their status options if within the Aging Date. The customer can follow steps on Order tracking: Self Service to view trade-in offer details.

The trade-in credit was adjusted for reasons other than received late or lost stolen and there is no photo of the returned device posted in the Trade-in Lookup tool, or if the photo posted does not adequately explain the reason for the adjustment.

  1. Review the "Exception Reason" found in the Trade-in Lookup tool to confirm the reason is not "Received Late" or "Lost/Stolen." These statuses may result in no photo. Do not continue with any adjustment for these statuses.
  2. If the device condition questions indicate an issue with the phone (such as FMiP is on) and the return center confirms the issue, no photos will be included in Trade-in Lookup tool. It was the expected result, and no credits should be expected.
  3. If there is follow up action, advise the customer to follow it.  (For example, turning off FMiP. If FMiP was unexpectedly not turned off, the customer can disable it and it will be re-evaluated after the hold.)
  4. Confirm the online photo of the device is missing.
  5. Calculate the amount of credit due by subtracting the amount of the adjustment from original quoted amount on the RMA.
    Example: The customer was quoted $200 for an iPhone 5. Their trade-in credit was adjusted to $50 because the wrong device was shipped. The photograph online does not depict the wrong device being returned. The customer would be due a BAN credit of $150.
  6. Advise the customer that they must log onto their My T-Mobile account and accept the new assessed value before you issue an adjustment on the account.
  7. Engage your local leadership to complete the steps below based on the order type:
    • Trade-in: Issue a credit (include any lost promotional value) using the DRPADJ code and memo the account with the following:
      • Trade-in adjustment due to missing/incorrect picture of the trade-in device
      • Adjustment Amount: $XXX.XX (Enter the appropriate amount)
      • Original Quoted Amount: $XXX.XX (Enter the amount of the original trade-in quote.)
      • RMA: (Enter RMA number)
    • JUMP!:
      1. Email a Team Manager the BAN, IMEI, Plan ID, details, and customer's email address. Team Manager: See manual plan closure process.
      2. Advise the customer the following:
        • Your EIP will be manually closed.
        • Your next billing statement will display the plan as closed.

Trade-in device attached to multiple orders / trade-in is for the wrong device / customer sent the wrong device

If the trade-in IMEI was attached to multiple device orders or the trade-in RMA was created using a different IMEI than the customer is trading in:

  1. Advise the customer:
    • Take the device you want to use as a deferred trade-in to the nearest T-Mobile Retail location. Alternately, ship the device using the provided return label.
    • The promotional requirement is based on the device that T-Mobile receives. You will stay enrolled in the promotion as long as the trade-in device is an eligible make/model and is in good condition.
    • The device that T-Mobile receives will be assessed at fair market value. 
    • If the traded-in device is a different value and credits are adjusted, refer to Credit value adjusted: RMA exceptions above.
    • T-Mobile holds the device for 14 days and contacts the customer by SMS/email to advise them of the adjusted offer. The customer has the option to:
      • Accept the revised trade-in offer.
      • Request the device be returned to them. (T-Mobile will ship the device within 2 business days, using 5-day ground shipping. The customer will receive an SMS with the tracking number.)
      • No action in 14 days will cause the revised quote to be automatically applied. 
  2. Educate the customer about potential impacts to the trade-in FMV and promo enrollment based on the device they are trading in. The FMV may be adjusted, and the promo may be unenrolled if device does not qualify.
  3. Set a follow up with the customer (if needed) to ensure that the customer is enrolled in the promotion if the trade-in device is eligible for the promo requirements. If unenrolled due to an error, follow manual promo enrollment.

Customer sent the device late

If the customer sends the trade-in device after RMA date, remind the customer:

  • The trade in does not qualify for any promotions. (Do not attempt to add a promo. Leadership can consider adjustments if they are deserved.)
  • The trade-in value will be assessed on the date the device is received based on the current fair market value. It will likely be a lower value than was quoted earlier. The value will be updated, and a credit will be applied.

In-Store deferred trade-in error

Wrong device selected in store: If Retail Teams select the wrong device at the time of the trade in, the credit will differ from the quoted amount. If the mistake is:

  • In the customer's favor: The customer gets to keep the additional credit they received.
  • Not in the customer's favor: Confirm the issue and provide a courtesy credit for the difference. The customer would notice this in the store when they get the receipt, and the store would issue the credit.


EIP applied incorrectly: If the EIP applies to an EIP on the account instead of the BAN due to T-Mobile error, Retail can engage RSL/Care. Care can correct where the EIP is applied with Trade-in credits misapplied.