Ticket Templates
This ticket template that would be used if the customer is canceling a prospect BYOD
Bonus: what additional step is needed if within 14 days of shipping
What is the #BYOD - Cancel / Refund template
Bonus: BYOD SmartSheet
The RMA phone number is
What is 7755050
The only time a Trade In can be entered
What is the point of sale
The customer needs to speak about their home service billing
What is Core billing
This educational tool is used to confirm information in the form of articles
What is CoPilot
This ticket template would be used if you have determined that the customer was billed incorrectly and it needs to be adjusted
What is #CRT - Credit / Refund template
the last day for a customer to initiate a RMA for a device that shipped on 2/7 is
What is 2/20
This Template is used when the customer's trade in can not be found in the Assurant trade in portal
What is #ATI - Assurant Trade-in Issues
Customer needs to port in a number from another carrier
What is MAC
This is required to be mentioned on every call to help increase your VOC
What is Survey Mention
This ticket template would be used when the mobile account link tool has failed and you have verified a core to mobile link is needed
Bonus: what additional step is needed to complete this request
What is #SC - Address Correction / Link
Bonus: UCAN Smartsheet
We can do warranty exchanges for these two manufactures
What is LG & Android
Our Trade in credit is applied within this timeframe once the device has been graded and the offer has been accepted
What is 2 billing cycles
Customer is requesting to deactivate all of their mobile lines
To unlock a device it must meet the following three requirements
What is Paid off, in good standing and acct active for 60 days
This ticket template would be used when two mobile accounts with the same name need to combined into one mobile account
Ex: mobile acct 1 - suzy & mobile acct 2 suzy need to become all one mobile account
What is #MRG - Account Merge
Our store's process for retail purchased devices that are having warranty issues is
What is referring the customer to the manufacture
The amount of time a customer has to mail in their device for an trade in is
Bonus: this time frame was increased to what due to covid
What is 21 days
Bonus: 45 days
Customer is requesting help with their online access to our app/website
Mobile Billing/Repair (Keep)
A customer that is requesting to reactivate service in the middle of a cycle that does not already have an existing charge for that lines service on the current invoice will need to
What is pay a prorate
These two ticket templates need to be filled out when the customer states that they never received their package and the tracking number shows as delivered
What is #FED - FedEx Claim & #BK - Blacklist Device Request
A customer who returns their device with FMI enabled will have their device graded as
What is D stock
A customer paying off their device in full that had a trade in credit tied to it will result in
What is A pay out of the remaining credit
Customer is requesting to upgrade their device to a new device
Mobile Billing/Repair (Keep)
After this amount of time a customers deactivated line can no longer be reactivated
Bonus: if the device has a DPP, what are the next steps if they want to use our service again
What is 30 days
Bonus: Pay all past due balances and the remaining balance on the device, add the device back as a BYOD