Returns & Exchanges
Explain what is the restocking fee, when we apply it and when can we waive it.
How much is the restocking fee for devices and for accesories.
Is the fee we charge for returning or exchange a device.
Can be waived if the customer has a warranty exchage or the customer received a wrong device.
Mention what is the purpose of unlocking a phone and tell me at least 4 of the 6 eligibility requirements.
- At least 60 days after activation.
- The phone has to be fully paid, including any pending balance with a DPP.
- Account has to be in good standing.
- The phone must have been purchased on the account of the authenticated customer who is requesting the unlock.
- No open orders for warranty exchange or XMC claims.
- Phones that are reported lost, stolen, or involved in fraudulent activity can't be unlocked.
Explain what a trade in is and what are the 2 option offer the customer receives.
Explain the 21 days policy.
When you purchase a new device from Xfinity Mobile, you have options on what to do with your old device. You can:
- The device must be received by Assurant within 21 days from when the new device is shipped.
Explain how to apply credits and refunds al what are the 2 things that needs to happen before discussing one with a cutomer.
We only discuss credits/ refunds if the customer request one and there is a valid reason to provide one.
If the customer already pay the charge disputed, we apply a credit and the system will refund that on the customer's credit card on file.
If the customer has not paid the credit disputed, we apply a credit to reduce the balance.
Customer called on 00-00-0000 claiming he must receive $30 credit every month.
Both teams will have 5 minutes to review the account and find the resolution.
*You can ask probing questions to the host that will be acting as the customer.
Customer education about the plan features and prices.
*If customer still wants a credit, use the criteria to give a goodwill credit.
What the customer needs to do with their device before sending it back? (Mention at least 4 of the 6 things has to be done).
Explain how the early upgrade works including:
- How to qualify for it
- The early upgrade fees.
- Military exception.
- Difference between early upgrade and NDEL
You must have an existing Xfinity Mobile account, your device must be paid off at least 50%, and the new device must be purchased from Xfinity.
If the phone that will be returned is enroll on XMC, the fee will be waived. Otherwise, the customer will pay a fee of, $30, $50 or $70 depending the phone brand he is sending us.
Customers who are approved for military suspension and meet all unlock requirements (with the exception of the phone being fully paid off) are eligible to have the device associated with the suspended lines unlocked.
Early upgrade is for customers that hasn't finish paying their device. NDEL is for customers that have no pending balance on the device and want to purchase a new one.
What are the questions we ask to a customer to make sure the customer is eligible for a trade in? (Mention at least 5 of the 7).
Under which situations do we apply the following credit reasons?
- Price protection
- Extended promotion escalation
- Shipment / order issues
- Outage Voice
- Outage Data
- Fraud.
We are NOT authorized to apply any of those credit reasons.
Customer called on 00-00-0000 requesting refund for a device he returned and hasn't received it.
Both teams will have 5 minutes to review the account and find the resolution.
*You can ask probing questions to the host that will be acting as the customer.
ECM ticket mentioned the shipping label was approved.
Fedex is not reflecting the customer provided the package.
Customer has to reach Fedex for further explanation on where the package is before providing any refund.
How long does it take for a refund to be reflected into the customers bank account after we process it?
How would you manage a customer that is calling saying he will refuse the delivery of a package? (Mini roleplay).
It takes up to 5 business days depending of the financial institution.
Do not advise customers to refuse the delivery of an Xfinity Mobile order as a means of returning the item(s). Doing so will result in a delay in the customer receiving a refund while our warehouse and back-office teams work to process the return as unsolicited.
Customer is calling because he got divorced and his ex wife is asking to unlock her phone and watch to transfer with Verizon.
You have 5 minutes to review the account and offer the best solution to the customer.
*You can ask probing questions to the host that will be acting as the customer.
The customer has to pay the balance for both of the devices and the pending balance coming on March 19th in order to unlock.
Mentione the 5 status of the trade in and how they work.
The customer is disputing that he was double charged for the line set up fee and wants his moey back.
Reviewing the system you discovered that customer is being charge 50 dollars line set up fee per line.
How would you proceed on this call?
The credits are valid.
Apply 2 times a credit of $25 dollars under the line access fee reason, and escalate the other $25 with the direct leader.
Customer called on November 4th 2024 claiming he never activated the service and got charged for it.
Both teams will have 5 minutes to review the account and find the resolution.
*You can ask probing questions to the host that will be acting as the customer.
If the customer has an order with a BYOD and never activated the line, we can provided a credit or refund.
If the credit exceeds our $60 limit, escalate it with a supervisor.
Explain the differente between returns and exchanges.
Explain the warranty period for devices (tablet, watch or phone) and accessories and when it starts counting.
Explain the 20 days window period and when it starts counting.
If the customer does not want the device anymore, we should process a terminal return. If the customer wants to replace the device for a different one, we process an exchange.
Customer has 14 days after shipping or fullfilment on the store to request the return or exchange a tablet, watch or phone.
Customer has 30 days after purchase of accessories to ask for a return device.
Once we created the label for return or exchange, we have to receive the device on the following 20 days. (Drop off the box at a FedEx Office shipping center within seven days of when you started the return or exchange to ensure we receive your device within 20 days).
EXTRA: Devices must be activated before being returned or exchanged.
Customer is calling today to request the unlock of his device. Reviewing the account you find out that the device was purchase on February 2th 2024 and activated on feb 4th, 2024. The device has no pending claims or return orders, also not shown on the lost, stolen or fraud activity list. By checking devices, you find out that the device has a pending balance of $4814.96 and the account has no past due balance, only an upcoming payment of $78.46.
How would you proceed to give a resolution to this customer?
Assure the customer we can unlock the device by paying off the remaining device balance of $359.41 and the upcoming payment of $78.46.
Customer is calling in regards the credit was promissed due to a trade in offer.
Customer created a trade in order on January 22nd 2025 and stil not receiving his device. He mentioned he already returned the device.
Billing cycle from 24th of each month to 23rd of the following month.
**Ask probing questions to the host that will play as the customer and also as the tools you will need to check.
Depending on host answer we will review the correct answer
Customer received a device that had a manufacture failure so we processed a return labeled for him.
We already received the device but the customer received a refund for 95.35 instead of the 130.35 he initially paid for the sales tax.
What would you do on this scenario?
You discovered that the agent processed the return as a final return instead of a warranty exchange.
Proceed with a 35 dollar credit under the RMA charges reason.
Customer called on November 4th 2024 saying his bill is supposed to be $35 but checking on the app the bill reflects $55 balance.
Both teams will have 5 minutes to review the account and find the resolution.
*You can ask probing questions to the host that will be acting as the customer.
Customer was promissed a BYOD 10x10 but the system is not applying the promotion. The customer is eligible to get it.
Try to add the promotion manually, if XM360 shows an error, transfer to repair.
Explan the device grading, what are the categories and how they work.
What is the time frame we have for grading a phone?
** 50 extra points if you mention the cost of the fees
Devices with a Grade A or B are considered in like-new condition. If a device receives a Grade C (without abuse), it has normal-use wear and tear. No damage fees apply for these grades.
If a device receives a Grade D, the customer’s refund is denied and the device is returned to them. Grade D includes devices that are damaged, jailbroken, or rooted.
Apple and Samsung devices: $350 damage fee and $35 restocking fee
Google phones: $200 damage fee and $35 restocking fee
LG phones: $100 damage fee and $35 restocking fee
Motorola devices: $50 damage fee and $35 restocking fee
Customer is calling today because he wants to purchase the new Samsung S25 Ultra on an existing line.
Reviewing the account you notice the customer purchased his current device on July 17th, 2023 and has a pending balance remaining of 41.66 per month for 4 months giving a total balance remaining of 166.79. The phone is not enrolled on XMC.
What would you offer to this customer? (there is 2 resolution options that need to be provided)
Option one: Explain the early upgrade can be done and we will waived the remining balance of 166.79 as soon as we received and grade in good conditions the current phone. Also explain that will be a fee of $70 dollars for the early upgrade.
Option two: Offer an NDEL by paying the 166.79 and trade in the phone or keeping it. Proceed with the purchase of the new phone and offer to add XMC for further early upgrades.
Customer is calling in regards the credit was promissed due to a trade in offer.
Customer created a trade in order on Feb 28th 2025 and stil not receiving his credit. He mentioned he already returned the device.
Billing cycle from 13th of each month to 12th of the following month.
**Ask probing questions to the host that will play as the customer and also as the tools you will need to check.
Depending on host answer we will review the correct answer
Customer claims that he never requested to open an account with Xfinity but he is being charge for it. He is demanding a credit.
What would be the right process to help this customer?
*For this questions all the team is allowed to review the system for 5 minutes, even if the wheel says the opposite. THIS QUESTION HAS A VALUE OF 1000 POINTS (wheel conditions still applies).
Explain the customer the right process is to follow the steps on this article:
HOW11759 - Submit an identity theft claim
Customer called on 00/00/0000 claiming that he cancelled a month ago and still got charged.
Both teams will have 5 minutes to review the account and find the resolution.
*You can ask probing questions to the host that will be acting as the customer.
Customer got the corresponding prorates. Customer education about the valid charges.