****NRF****

NRF SCRIPT

45 days is the grace period for the damage device for the cmr to return the device. when the warehouse received the damage device ask for a 5 days for them to scanned the device. after 5 days and still the device is not yet scanned create a DCC template and inform cmr that it will take 3-5 businessdays.

once the damage device is shipped out ask the cmr what they used for the shipping label and then track the damage device. -once the warehouse scanned the claimed device the non return fee will be automatically be removed in the account for 1-2 billing cycle.

if the cx was charged of NRF but they returned the damage device within 45days and refer to their carrier bec they may provide other arrangement for their request

NON RETURN FEE PROCESS

-CMR need to send the claimed device back to Assurant. leave the device in a USPS attendant and ask for a receipt for reference.

-14 and 21 days from the date of shipment, a reminder letter will be sent to customers who have not returned their damaged claimed phone (this is not a bill).

-If the phone has not been received in the processing center and assigned a Z-Tag Number within 45 days (from the date of shipment), a non-return fee for the full replacement value of the unit will be applied to the customer's wireless bill.

-If we receive the claimed phone within the 45 - 180 day time frame (from the date of shipment), the non-return fee will automatically be credited to the customer's wireless bill.

*Suggested Scripting:

“Mr./Mrs./Ms. , in order to avoid being charged non-return fees, please return the claimed device as soon as possible. I will send you a prepaid shipping label.”

Calls after non-return fee is applied, and before the 180 day cut-off

Suggested Scripting: “Mr./Mrs./Ms. , the non-return fee will be credited once we receive the claimed device from you. Please be aware that it is necessary for the device to be received within 180 days, of the date we sent you the replacement, in order for this credit to be applied. Please return the claimed device to us as soon as possible. I will send you a prepaid return shipping label”

Calls after non-return fee is applied, and after the 180 day cut-off

Suggested Scripting: “Mr./Mrs./Ms. , I'm sorry, the time allotted to return the claimed device has passed, and it is now your property. Therefore, the fees have been applied and cannot be waived.

Customer Returned the Phone but it Wasn't Received

In these circumstances, track the returned package via the USPS website. If USPS has possession of the package and it was in transit back to DCC within the 180-day cutoff. If the tracking information returns no results, THEN THE FEES ARE VALID. The customer may be referred to USPS in an effort to locate the package.

After tracking the device, if the package was not delivered within 7 days (i.e. it's stuck in one location), then submit the TRACER TEMPLATE* and allow 10-14 business days (regardless of courier) and LEAVE A NOTE in the claim with the reason for the tracer. *This is the only exception for filing a FedEx tracer.

Carrier Lost Phone

When the customer goes to a store to activate the replacement phone, the claimed phone sometimes gets left with the carrier and the carrier ends up either losing the phone or returning it to the wrong address. In these circumstances, the non-return fee may be waived.

These circumstances need to be corroborated in the carrier’s billing system. Check the account notes or memos. The following information must be noted in the claim in order to have the fees waived: store number store location employee’s name

Package Arrived Damaged / No Contents

Sometimes the package the customer returned was received at the Device Care Center (York) but indicates it was damaged or opened with no contents.

If the package was received, check the notes of the claim to see if DCC noted what contents were included in the package.

If there's no note from DCC, then call DCC to confirm the package contents (if DCC is NOT available then submit the DCC GENERAL INQUIRY TEMPLATE).

If the package was truly empty, or contained something other than a phone, then the fees are valid. If it's confirmed the package was received with a phone, or pieces of a phone, then if the package was received: within 180-days, then the non-return fee may be waived. after 180-days, then the fees are valid

How to get the Fees Waived

Contact a Team Lead, or higher (call question queue), to have any non-return fees waived.

STOP! Only Supervisors and Team Leads can approve and submit requests to have non-return fees waived, call the question queue for eligible cases. DO NOT inform the customer that we will be waiving the fee until it has been approved by a Team Lead or Supervisor.

For non-return fees charged on T-Mobile bill: can take up to 1-2 billing cycles to be credited (2-4 billing cycles for SP360 customers). For non-return fees charged on credit card can: take 3-5 business days to be credited. For non-return fess invoiced: an Invoice Notice will be sent to the customer reflecting the credit.

Past Due Credits or Misapplied Non-Return Fees

If a credit is issued to the customer's account the expected time frame is 1-2 billing cycles (2-4 billing cycles for SP360 customers). The following cases are also eligible to have non-return fees waived:

Non-return fee was misapplied after the non-return fee template had been submitted prior to the fee being charged. The credit for the non-return fee has not been applied after the 2nd billing cycle. For these cases, call the question queue to have the Non-Return Fee template submitted again and quote an additional 1-2 billing cycles (2-4 billing cycles for SP360 customers) for the credit to be applied.