Logistics_Phone Return

Maryam Qureshi Updated by Maryam Qureshi Permissioned article This article is internal and cannot be seen by public viewers.

Refer the customer to the article: Can I return a phone I bought from US Mobile? so that they understand the return policy.

If a customer wishes to return a phone they ordered from US Mobile, follow the steps below:

  1. Establish the reason why the customer wants to return their device.
  2. If they report an issue like low mic/speaker volume, or garbled audio, try to figure out if the problem is actually a device issue or a network issue. You can do so by trying a call on loudspeaker or with headphones or trying the SIM in another device.
  3. Some software issues like faulty text input on the ZTE Cymbal C can be resolved by doing a factory reset.
  4. If the issue is confirmed to be with the device or the customer insists on returning it, then check if the phone is still within the 14-day return window (14 days since delivered).

Phone Return & exceeds 14-Days rule

  1. Check if the delivered date is within the 14-day bracket. If the customer has had the phone for more than 14-days, let them know that the team will reach out to them shortly and mention  Zurayz, Mehvish, Hassan Riaz & Maryam Qureshi in comments alongside a summary.

Phone Return within the 14-Days rule

  1. On Chat: Ask for their email and email them the RMA form. Use the canned response "Phone RMA." It will include the link to the RMA form and also outline our return policy and restocking fees.
    On Email: Simply send them the email. Use the canned response "Phone RMA." It will include the link to the RMA form and also outline our return policy and restocking fees.
    Mention Zurayz, Mehvish & Hassan Riaz in comments alongside a summary.
  2. Add tag E_Request_Phone Return.

Logistics Team

  1. Return label: USM will send the customer a return label. In rare instances, the customer may wish to return the phone at his own expense. In these cases, please confirm the shipping address with Saif.
  2. Once the customer submits the RMA form, a card will be created in Pipefy.
  3. The Logistics team will fill in the necessary details and move the card to stage 2
  4. The Logistics team will verify everything and attach the return label and move the card to stage 3
  5. The Logistics team will email the customer with the return label and move the card to stage 4

Helpful Canned Responses
  • "Phone RMA" (this canned response will be used whenever the customer is asking for a phone return)
  • "Return Label" (this canned response is used by the Logistics Team when they send a return label to the customer from Ship Station)

How did we do?

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