Status Scenario,Templates,Article,

• STATUS FLOW - STATUS Q'S , SMS DISCLAIMER, SSO,SHIPPING TIME FRAME, SURVEY

"I'LL BE NEEDING TO WORK ON SILENCE IF U NEED SOMETHING JUST FEEL FREE TO ASK. "

Defective device that the cmr received

• mechanical failure xfer if activated with tmob,sprint etc..
• before xferring to apple check if the cu has still a apple care warranty if none we are the one who cater it How to cater it : send the rtn shipping label to the cu * adv cu to rtn the defective device using the sl. * once the pckge has the usps possession adv cu to call us back within 24-48 hours to send them a replacement
• How to send Auth

Cancellation

• go to claim issue then click the arrow up icon beside notes then click closed then note the reason for cancelling claim -closing spiel "Is there anything else? If that would be all Thankyou for calling Assurant have a wonderful day stay safe and bbye for now"

    					*PENDING/INREVIEW*
  

Model Verification/Rejected Model Verification

• "It is necessary for us to verify the make and model of the device you are claiming. This process will take 24 hours to complete."

Billing Verification Process thru Insurance

• “Mr./Ms. (last name), we will contact your carrier to verify coverage. This process will take 24 hours to complete."

Manufacturer Handling Claim (MHC)

• "Mr./Ms. (last name), the issue you’re reporting is considered a mechanical failure / physical damage. Since your coverage includes an extended warranty through Apple, you may call AppleCare at 877-206-1928 to complete your claim."

Carrier Handling Claim (CHC)

• CLOSE CLAIM, NOTE the claim as following: -Customer reported a mechanical breakdown; closed claim and referred to T-Mobile for assistance
• "The claim you are filing is considered mechanical failure. These types of claims are being administered by T-Mobile/Metro by T-Mobile directly. You may call TMO/MbT Customer Care at 800-937-8997/888-863-8768 to complete your claim."

NRF

• ONCE THE CMR IS ASK WHY THEY'RE STILL BEING CHARGE FOR THE THE DEVICE THAT THEY ALREADY RTN .ASK THE CMR WHAT SHIPPING LABEL THAT THEY'VE USE IF IT IS THE SHIPPING LABEL THAT WE'VE SENT ON THE BOX OR THE SL THAT THEY REQ TO BE SENT THEN AFTER THAT TRACK THE DAMAGE DEVICE . THEN ADV CMR TO CONTACT THEIR CARRIER BC THEY MAY PROVIDE OTHER ARRANGEMENT FOR THEIR REQUEST

• ONCE THE WAREHOUSE ALREADY SCANNED THE PCKGE THE NRFEE CHARGE WILL AUTOMATICALLY REMOVE ON THE CMR ACC FOR 1-2 BILLING CYCLE

• "AFTER THE CMR RECEIVED THE REP DEVICE THEY WILL HAVE 45DAYS GRACE PERIOD TO RTN THE OLD DEVICE UNLESS THEY WILL CHARGE FOR NRF

• ADV CU THAT THEY SHOULD/MUST RTN THE DMGE DEVICE WITHIN 10DAYS.

• "FOR FUTHER REQ REFER BACK THE CMR TO CARRIER"

MISSING PCKG SENT TO CMR

• DEL TO THE WRONG ADD - xfer to esca que (FED OR UPS)

• FEDEX- The call will be xfer to tl to file a template for investigation

• UPS - Submit the Tracer template and request a different, secure address to send the replacement and note the claim. Set the expectations with the customer and inform of the 10-14 Business Day processing time frame for Tracer

• Submit another template within 10-14bd once the cu cancel the investigation bc they already received the lost device

S&R

• Already repaired but the device is still not working
• Adv cu to go back to the store bc it has 120 days warranty but if the repair store refused the cu then process replacement without paying deductible if the claim already fulfill

"WHEN THERE'S A LOT OF ISSUES ADV THAT I WILL TAKE 3-5BDYS TO COMPLETE THE PROCESS" OR TO REVIEW

"Website where the cmr can process the requirements at mytmoclaim.com" ID ADVISEMENT

• ADV CU TO SEND THE ACC HOLDER'S GOV ID'S IT EITHER DRIVER'S LISCENCE
• FRONT AND BACK WITHIN THE 4 CORNERS OF THE FRAME W/O FLASH AND NOT BLURY -IT WILL UPDATED AFTER 24HRS W/O DISCREPANCY ,3-5 BD IF THERE'S DISCREPANCY

UPS OR FEDEX - damage device track# start with 1Z USPS - replacement device

DEDPAY - ECKOH OR MANUAL

							*TEMPLATES*

MODEL MAPPING - WHEN THE MAKE ,MODEL,GB, OR COLOR IS DIFFERENT THEN IT IS NOT SHOWING ON SEARCH SCREEN

BYOD NOT IN EPRISM - WHEN THE DEVICE IS NOT SHOWING ON THE SEARCH SCREEN THEN VERIFY IF THE DEVICE IS BYOD ON EPRISM.

DCC GEN INQ- NO SCAN OR MOVEMENT OR MAKE FOLLOW UP AFTER 2DAYS AND ONCE THE CU CI THAT THEY HAVENT RECEIVED THE PCKGE BUT ON THE SYSTEM IT WAS SHOWED DELIVERED SUBMIT A TEMPLATE AND ADV CMR TO GIVE US 3-5DAYS TO SCAN THE PCKGE

							*ARTICLES*

ID Verification Issue - 27798

ID Upload Cmr Experience - 27797

Claim Issues Screen TMO Postpaid - 22344

Non-Return Fee Processes -23111

Missing Package Sent to Customer - 28851

Missing Package Returned from Customer - 601751

Service & Repair Program TMO Postpaid - 955564

Post Authorization Repair Issues TMO Postpaid - 955586

Defective Replacement Process TMO Postpaid - 28184

Performing a Void and Reauthorization - 22071

STATUS CALL BASIS - 21983

STATUS CALL SCRIPTING - 1224456

NEW CLAIM SCRIPTING - 1152336

BILLING ADDRESS VALIDATION DETAILED INSTRUCTION-30072

Documentation

cci to cancel the claim due to device is now working//ver by pin //closed claim