WorksheetsSpecific Tools
Total questions: 6
Worksheet time: 5mins
What can TESA do?
Check device trade in value, offer status and resend the RMA label to the customer.
Check order status, change credit card information, and view credit card information.
It can be used to access historical documents. Document retrieval can be used to access all purchase and return receipts made within a T-Mobile retail store.
What type of customer calls would require the use of TESA? (Select all that apply)
Customer wants to know if the trade in device was received.
Customer is requesting a receipt for proof of purchase and needs a copy
My customer traded in a device at the store and we don't see where the credit was applied.
My customer wants to create a RMA label
What C2 document will help you in supporting the DRP (Device Recovery Program) tool?
Equipment Installment Program (EIP)
Trade-in escalations: RSL
EIP balance transfer issues
Handset Research Form guidelines
What can you do in the Credit Card Update Tool?
If an Mobile Expert calls in with the "IMEI already in use" error, we need to be cancelling the RMA for them, as long as it’s an RMA that starts with TMU.
Change customer shipping address.
Check order status, change credit card information, and view credit card information.
Cancel the trade in with the IMEI number.
What document would you use to help you track an order in DASH?
Order status & missing or disputed orders: DASH
DASH: Create a new order and add a line
What document will help you support the return merchandise authorization (RMA) cancellation process?
Ship-to JUMP! upgrade: RSL
RMA cancellation process: RSL
JUMP! IMEI and MSISDN mismatch: RSL
Buyer's remorse and no install cancellation: RSL
