Giveback - Sprint store by Arch Telecom

Operations Manual
2016
Do not print entire handbook
Confidential and Proprietary
For ArchTelecom Employee use only
Last Updated 9/18/2016
Contents
DAILY OPERATIONS CALENDAR .......................................................................................................................................... 1
PAYMENTS & SERVICES ........................................................................................................................................................ 2
CASH HANDLING POLICY ......................................................................................................................................................... 3
PROCESS NEW CASHOUT PROCEDURE (NON-ARMORED PICKUP LOCATIONS) ............................................................................... 4
Submitting Deposit Confirmation ................................................................................................................................. 8
CASH HANDLING FOR ARMORED PICKUP LOCATIONS ............................................................................................................... 10
Processing Cashout & Count Cash .............................................................................................................................. 11
Cashing in ..................................................................................................................................................................... 13
Submitting Deposit Confirmation ............................................................................................................................... 15
QPAY CASH HANDLING PROCEDURES..................................................................................................................................... 17
Removing cash from the BAU...................................................................................................................................... 19
Payment Failures .......................................................................................................................................................... 21
CREDIT CARDS...................................................................................................................................................................... 23
Payment method return policy .................................................................................................................................... 24
PRECASH.............................................................................................................................................................................. 25
Policy ............................................................................................................................................................................. 26
How to process .............................................................................................................................................................. 27
How to void a PreCash: All Voids must be done within 20 Minutes. ....................................................................... 31
Collection of Device Set-up Fees with Precash ........................................................................................................... 34
Handling PreCash Errors .............................................................................................................................................. 35
Payment made to the wrong account ......................................................................................................................... 36
RQ ......................................................................................................................................................................................... 38
RQ INVOICING ..................................................................................................................................................................... 39
Applying Coupon .......................................................................................................................................................... 39
Discounting Products ................................................................................................................................................... 41
Sales Orders .................................................................................................................................................................. 42
Cancelling a Sales Order .............................................................................................................................................. 45
INVENTORY .......................................................................................................................................................................... 47
DAILY INVENTORY SCAN ....................................................................................................................................................... 48
Policy ............................................................................................................................................................................. 48
How to Perform ............................................................................................................................................................ 49
How to research variance ............................................................................................................................................ 52
FULL INVENTORY SCAN ......................................................................................................................................................... 52
Policy ............................................................................................................................................................................. 53
How to Perform ............................................................................................................................................................ 54
How to research Variance ............................................................................................................................................ 57
PURCHASE ORDER ................................................................................................................................................................ 58
Policy ............................................................................................................................................................................. 58
How to Receive a Purchase Order ............................................................................................................................... 59
Accepting damaged package ...................................................................................................................................... 60
TRANSFERS .......................................................................................................................................................................... 61
Fulfilling a Transfer ..................................................................................................................................................... 61
Sending a Transfer ....................................................................................................................................................... 61
Receiving a Transfer ..................................................................................................................................................... 62
INVENTORY REQUEST ............................................................................................................................................................ 64
RMA .................................................................................................................................................................................. 65
Processing an RMA ....................................................................................................................................................... 65
UPS .................................................................................................................................................................................... 66
IOS ACTIVATION LOCK .......................................................................................................................................................... 69
How to remove.............................................................................................................................................................. 69
TRADE-INS ........................................................................................................................................................................... 72
DIFFERENCE BETWEEN EACH TRADE-IN .................................................................................................................................... 73
GIVEBACK ............................................................................................................................................................................ 74
INSTALLMENT BILLING GIVEBACK: HOW TO… ....................................................................................................................... 75
How to invoice the Giveback in RQ4 ........................................................................................................................... 80
Giveback Shipping ........................................................................................................................................................ 82
BUYBACK ............................................................................................................................................................................. 83
Policy ............................................................................................................................................................................. 83
How to Perform ............................................................................................................................................................ 84
HOW TO ORDER BOXES .......................................................................................................................................................... 88
HOW TO SHIP TRADE-INS FROM SPRINT BUYBACK PORTAL....................................................................................................... 92
SPRINT BUYBACK CREDITS ..................................................................................................................................................... 98
Applying credits using precash ................................................................................................................................... 98
Refunds that involves a buyback .............................................................................................................................. 100
TRADE-IN PHOTO ARCHIVE TOOL ................................................................................................................................ 102
PAPERWORK ...................................................................................................................................................................... 103
Paperwork Archiving Requirements ......................................................................................................................... 104
Location Paperwork Archiving .................................................................................................................................. 105
LOCATION PAPERWORK ARCHIVING PROCESS STEPS .................................................................................................. 105
BRAND COMPLIANCE ....................................................................................................................................................... 112
HOW TO VERIFY YOUR CONTRACTS ARE SIGNED ...................................................................................................................... 113
POP/COLLATERAL MERCHANDISING MATERIALS ......................................................................................................... 124
RQ4 INVOICING ................................................................................................................................................................. 135
SALES ORDERS.................................................................................................................................................................... 135
How to process a sales order ..................................................................................................................................... 135
How to invoice from a sales order ............................................................................................................................ 136
How to Refund a Sales order ..................................................................................................................................... 137
RESTOCKING FEES ............................................................................................................................................................... 138
REQUESTING OVERRIDE CODES.............................................................................................................................................. 138
RMS LITE............................................................................................................................................................................. 139
MOBILE SALES ASSIST (MSA) ........................................................................................................................................... 140
HOW TO SIGN INTO MSA. ................................................................................................................................................... 140
PASSWORD RESET STEPS ..................................................................................................................................................... 140
HOW TO RUN A CREDIT CHECK ON THE MSA TABLET ............................................................................................................. 142
Capturing Consent and IB/Lease Signatures ............................................................................................................ 151
OVERRIDE OPTION FOR MSA............................................................................................................................................... 164
FAQ .................................................................................................................................................................................. 164
PROTECTING YOUR GP – TRANSACTION DISCREPANCY .............................................................................................. 165
IB\LEASE NOT PROCESSED .................................................................................................................................................. 166
UPGRADE ELIGIBILITY .......................................................................................................................................................... 167
Sprintrebates.com ...................................................................................................................................................... 167
In RMS ......................................................................................................................................................................... 167
Reused Handset .......................................................................................................................................................... 169
2 Yr Upgrade - Contract Commitment Date Not Updated ...................................................................................... 170
ESN Not Activated on Eligible PTN ........................................................................................................................... 172
Activation Not Verified .............................................................................................................................................. 174
Non-Commissionable Rate plan Activated on Tablet ............................................................................................. 174
BYOD to Upgrade has to be after 14 live days ......................................................................................................... 175
BYOD processed on Upgrade. It's a non-commissionable sale ............................................................................... 175
CUSTOMER SERVICE ACTIVITY NOTES & COACHING OPPORTUNITIES ....................................................................... 177
PAYROLL ............................................................................................................................................................................. 184
TIME CLOCK SELF-APPROVAL................................................................................................................................................ 184
MANAGER TIME SHEET APPROVAL .......................................................................................................................................... 186
MEAL BREAKS AND COMPLIANT SCHEDULING ......................................................................................................................... 187
HOW TO GENERATE A SCHEDULE IN RQ ................................................................................................................................. 189
HUMAN RESOURCE ........................................................................................................................................................... 190
LOSS PREVENTION ............................................................................................................................................................ 191
ALARM CODES: ................................................................................................................................................................... 191
SAFE AND KEY ISSUES: ......................................................................................................................................................... 191
EMERGENCY ISSUES: ............................................................................................................................................................ 191
WHAT TO DO IN THE EVENT OF A ROBBERY ............................................................................................................................ 191
OPERATING STANDARDS ................................................................................................................................................. 193
DAILY STAFFING REQUIREMENTS: .......................................................................................................................................... 194
DAILY STORE OPENING CHECKLIST: ...................................................................................................................................... 194
DAILY STORE CLOSING CHECKLIST: ....................................................................................................................................... 194
3RD PARTY EMPLOYEE PLAN ............................................................................................................................................. 195
INSTRUCTIONS ON HOW TO MIGRATE A BYOD OR CURRENT SPRINT ACCOUNT TO 3RD PARTY EMPLOYEE PLAN .......................... 196
INSTRUCTIONS ON HOW TO ACTIVATE A NEW LEASE ON THE 3RD PARTY PLAN ........................................................................... 200
CORPORATE EXTENSION LIST .......................................................................................................................................... 210
Daily Operations Calendar
Print this sheet out to use as a daily checklist on important tasks.
Important Dates:
 Quickbase audits are due by the 7th of each month.
 DM Brand Compliance, Inventory Audits and Cashouts are due by the 24th of each month.
Mon
Tue
Wed
Thur
Fri
Ship Buybacks &
Givebacks
Ship Buybacks &
Givebacks
Ship Buybacks &
Givebacks
Ship Buybacks &
Givebacks
Ship Buybacks &
Givebacks
LM Checklist Due
Opening Phone Scan
Opening Phone Scan
Opening Phone Scan
Opening Phone Scan
Ship Transfers/RMA
Review Pending
Transfers
Closing Phone Scan
Mall Locations:
Cashout if off on
Thurs.
ASC Locations: Ship
AE Devices
Cashout: Armored
Pickup Locations
Process Cashout
Mall Locations:
Cashout if off on
Thurs.
Cashout: Armored
Pickup Locations
Closing Phone Scan
Closing Phone Scan
Opening Phone Scan
Closing Phone Scan
Review Ops Tracker
Fix Transaction
Discrepancies
Review Contracts
Closing Phone Scan
Table of Contents
1
Payments & Services
Table of Contents
2
Cash Handling Policy
Any and all cash received from a customer, including but not limited to cash from the sale of
products, services and security deposits for a wireless carrier or Arch Telecom must be collected in
full.
The following process is required by all Arch Telecom employees:
• Cash, including exact change must be enclosed in a sealed envelope
• The sealed envelope must be labeled with amount, invoice #, sales associate name and date of
transaction.
• The sealed envelope must immediately be dropped in the safe provided at each location.
Under no circumstances should you give a cash envelope to anyone else to drop into the safe. If any
cash envelopes are missing, the responsibility falls on the employee who collected the cash from the
customer. Any deviation from the above process is a violation of the cash handling policy and is
subject to disciplinary action, up to and including termination.
Table of Contents
3
Process New Cashout Procedure (Non-Armored Pickup locations)
1. Click on Sales tab
2. Click on Cash Mgmt (Cash Register icon)
3. From the drop down menu select New Cashout
Processing Cashout & Count Cash
1.
2.
3.
4.
5.
Click on Cashout Details
Cross check your cash sale invoices with the Cashout Details Report
Confirm ALL cash invoices are accounted for during this cashout period
The expected amount in your drawer is listed for you.
Count all cash and enter into Cash Calculator (including Float/Till).
a. If there was a prior cash in you will see it listed in opening till section
6. Your cash amount at the bottom of your screen will automatically populate as you enter the amount in
your cash calculator
7. Proceed to the next screen by clicking on the right arrow
Table of Contents
4
Count Non-Cash Transactions
1. ‘Your Total’ must match up with your ‘System Total’ under payment type ‘REFUND BY CHECK’
2. Enter the amount manually if needed to match “System Total”
3. Click enter and the difference column will automatically show $0 difference. Note: Do not move ahead
if the difference column doesn’t display $0.
4. Proceed to the next screen by clicking on the right arrow
Count Float
1. IMPORTANT: DO NOT TOUCH THIS SCREEN
Table of Contents
5
2. Float will automatically calculate for you regardless if you processed a cash-in or not.
3. PROCEED TO THE NEXT SCREEN
Verify Cashout
1.
2.
3.
4.
5.
6.
Enter the bank bag deposit number
Review ALL info on right side of the screen
Enter any comments for any issues or concerns
Enter Employee Verification info to verify cashout.
-Note: You must have a witness present for all cashouts. Witness enters their log in and password
Click Save
New Cash-In
Table of Contents
6
1.
2.
3.
4.
Process new cash-in right after your cashout
Click on Sales tab
Click on Cash Mgmt (Cash Register icon)
From the drop down menu select New Cash-In
Cashing in
1.
2.
3.
4.
5.
Use Cash Calculator. Count your till and enter correct amount for each item
Your Cash-In Amount will automatically populate with every entered amount
Leave comments if necessary
Enter employee info under Double Checked By. (Preferably a second employee login)
Click Save Cash-In
Table of Contents
7
Submitting Deposit Confirmation
Link:
https://fs30.formsite.com/archexpress/cashout/index.html
How to use:
 Select your district, location and enter your email to receive a copy of the confirmation
 Enter the RQ Cashout#
 Select the cashout date
 Tap on choose file then tap on Take photo to snap a picture of the receipt/summary directly from your
smartphone
Benefits:
 Your submissions will always be delivered to the proper group including your DM
 Email confirmations will always have the proper tagging (this will help with cash reconciliation)
 Less time spent (you will no longer need to wait till you get to the store to scan the receipts to the computer
and log into your email to send)
Table of Contents
8
Cash Deposit Timeline
* Company-wide cash deposits are Mondays & Thursdays
* Armored Car Service Deposits are M-W-F
* Mall locations cash deposits are M-W-F
Monday
Wednesday
Mall Locations
Mall Locations
Armor Pick Up
Armor Pick Up
Thursday
Friday
Mall Locations
Company-wide Cash Deposit
Armor Pick Up
Company-wide Cash Deposit
Table of Contents
9
Cash Handling for Armored Pickup Locations
Cash outs must happen M-W-F. When the LM is off, the AM must process the cash out
1. Click on the Sales Console
2. Click on Cash Mgmt (Cash Register Icon)
3. Select “New Cashout” from the drop down menu
Please see “Process New Cashout Procedures”
Armor pick up has different email instructions
Table of Contents
10
Processing Cashout & Count Cash
1.
2.
3.
4.
5.
Click on Cashout Details
Cross check your cash sale invoices with the Cashout Details Report
Confirm ALL cash invoices are accounted for during this cashout period
The expected amount in your drawer is listed for you.
Count all cash and enter into Cash Calculator (including Float/Till).
a. If there was a prior cash in you will see it listed in opening till section
6. Your cash amount at the bottom of your screen will automatically populate as you enter the amount in
your cash calculator
7. Proceed to the next screen by clicking on the right arrow
Count Non-Cash Transactions
1. ‘Your Total’ must match up with your ‘System Total’ under payment type ‘REFUND BY CHECK’
2. Enter the amount manually if needed to match “System Total”
3. Click enter and the difference column will automatically show $0 difference. Note: Do not move ahead
if the difference column doesn’t display $0.
4. Proceed to the next screen by clicking on the right arrow
Table of Contents
11
Count Float
1. IMPORTANT: DO NOT TOUCH THIS SCREEN
2. Float will automatically calculate for you regardless if you processed a cash-in or not.
3. PROCEED TO THE NEXT SCREEN
Verify Cashout
1.
2.
3.
4.
5.
6.
Enter the bank bag deposit number
Review ALL info on right side of the screen
Enter any comments for any issues or concerns
Enter Employee Verification info to verify cashout.
-Note: You must have a witness present for all cashouts. Witness enters their log in and password
Click Save
Table of Contents
12
New Cash-In
1. Process new cash-in right after your cashout
2. Click on Sales tab
3. Click on Cash Mgmt (Cash Register icon)
4. From the drop down menu select New Cash-In
Cashing in
1.
2.
3.
4.
5.
Use Cash Calculator. Count your till and enter correct amount for each item
Your Cash-In Amount will automatically populate with every entered amount
Leave comments if necessary
Enter employee info under Double Checked By. (Preferably a second employee login)
Click Save Cash-In
Table of Contents
13
Table of Contents
14
Submitting Deposit Confirmation
Link:
https://fs30.formsite.com/archexpress/cashout/index.html
How to use:
 Select your district, location and enter your email to receive a copy of the confirmation
 Enter the RQ Cashout#
 Select the cashout date
 Tap on choose file then tap on Take photo to snap a picture of the receipt/summary directly from your
smartphone
Benefits:
 Your submissions will always be delivered to the proper group including your DM
 Email confirmations will always have the proper tagging (this will help with cash reconciliation)
 Less time spent (you will no longer need to wait till you get to the store to scan the receipts to the computer
and log into your email to send)
Table of Contents
15
Sample of Log to upload
Table of Contents
16
QPay Cash Handling Procedures
BAU Service
“BAU Service” is the administrative process of removing cash from the Kiosk while providing a reliable audit trail for
reconciliation and cash dispute research. The process involves following activities:
A. Logging into the Kiosk administration page as described above (see Kiosk Admin Login)
B. Initiating a BAU Service Request
C. Confirming the BAU Service Request
D. Printing the BAU Service Request Summary
E. Removing cash from the BAU
Initiating a BAU Service Request
A “BAU Service Request” is always required before any cash can be physically removed
from the Kiosk. The purpose for the service request is to register and record the BAU “cash-out” transaction
with the Qpay Kiosk database as well as reset the BAU count totals.
To initiate a “BAU Service Request”, touch the “BAU SERVICE” button on the Admin Page as
depicted above. This will update the Admin Page with BAU Cash Summary page elements as
follows:
Table of Contents
17
Note: The cash summary counts will be displayed but will not be reset unless the CONFIRM button is
touched. The service request can be aborted by touching the “START OVER” button in the bottom
right corner of the page.
Confirming the BAU Service Request
“Confirming” the BAU Service Request initiates communication to the Qpay, records the BAU cash totals in the Kiosk
database, and returns a reference number to the Kiosk UI Admin Page indicating the service is complete.
To initiate confirmation of a “BAU Service Request”, touch the “CONFIRM” button on the Admin Page
as depicted above. Completion of the confirmation process will display the total currency counts for
each bill denomination along with a Qpay “reference number”.
Table of Contents
18
After the BAU Service Request has been confirmed, all cash must be removed from the BAU. Failure to do so will
result in a discrepancy between the amounts of cash reported to be inside the BAU versus the amount of cash that is
physically inside the BAU.
Note: If Reference # is not generated, cash should not be removed from the BAU without first contacting Qpay
operations (800-905-6095). This will insure pro-active tracking of any possible discrepancies.
Printing the BAU Service Request Summary
To assist with BAU cash reconciliation, the BAU cash summary can be printed to the Kiosk receipt printer by touching
“PRINT SUMMARY” button as displayed above. Note that printing the cash summary is not required.
Removing cash from the BAU
After verifying the Reference#, all cash must be removed from the BAU (see instructions and pictures under the
Kiosk hardware section below).
Removing Currency from the BAU
Note: Before removing any cash from the BAU, it is required that an administrative BAU Cash-Out is successfully
completed first.
Cash may be removed from the BAU with the currency magazine attached to door mounted unit, or the magazine can be
physically detached first. In either case the steps are basically the same.
1.
2.
Swing open currency access hatch located on either side of the magazine (See Pic.1 and Pic. 2 below.). Note: If the
magazine is not removed from the BAU unit, one of the currency hatches will be partially blocked by the printer.
Slide the spring-loaded currency guide backwards; away from the currency in order to safely access all of the
notes (see Pic. 3 below). Note: If the magazine is not removed from the BAU unit, the currency guide can be
gripped via the curved notch on the gray frame of the magazine; otherwise the cash can be pushed from the open
hole in the back of the gray frame (which is not accessible with the magazine attached).
Table of Contents
19
Be sure to always remove all cash from the BAU magazine The BAU Cash-out automatically resets the bill counts for all
denominations to zero so any remaining cash left in the magazine will result in a discrepancy.
Place money in an envelope
A. Write the BAU reference # & cash amount clearly on the envelope
B. Place the envelope in the safe.
Open RQ4 (Retail IQ)
A. Click on the “Sales” tab
B.
C.
D.
E.
F.
G.
H.
Click on “Bill Pay/Deposit”
Enter the BAU Reference # into the “Tracking” field
Enter the Cash Total from BAU
Check box “Cash”
Input any comments if necessary
Click “Tender”
Print the Bill Pay
Table of Contents
20
Payment Failures
Payment failures can be caused by many variables such as, but not limited to:
 External or internal network issues.
 Internet connectivity issues.
 Account issues (late payments on collected or closed accounts).
While it can be a bit inconvenient when they occur, the below are the steps that proceed:
 Customer tries to make the payment on the machine.
 Machine accepts the cash, after verifying the customer, but DOES NOT post the payment to the account.
 The customer then receives a ‘payment failure receipt’ and QPay Support/ Customer Service teams receive an alert
of a payment failure.
Table of Contents
21



o
The alert is sent to the local QPAY market team and area representatives
QPay forwards the payment failure alert to the managerial staff, the customer can also take the receipt to the
counter.
The managerial staff receives the e-mail alert, and applies the credit on QPay over the counter software. *NO
CASH NEEDS TO BE REMOVED*
Qpay installed an over the counter software at the location, the Qpay Payment Center, with log in credentials. The
payment failure alerts are only processed for verified payments, so rest assured that the money the customer paid is
already inside the machine. Qpay will forward alerts to the location staff via emails to recipients designated on the list the
distribution list in case of failures.
Here is a contact list for you to assist with the various aspects of the Qpay operations:
 Customer Service (for general inquiries/ weekend assistance)
o [email protected]
o 1- 866-236-7733
It is recommended that issues specific to the machine are documented and sent via email to QPay. E-mail communication
is preferred overall to be able to track detailed requests.
Table of Contents
22
Credit Cards
Credit Cards are accepted to make it more convenient and easier for customers to make purchases
without payment limitations.
How to proceed with Credit Card purchases?
- Match a valid ID with the Credit Card
- Swiped Compliance
- Card must be swiped against the machine.
- If a manual CC entry is needed
- Select “I want to manually enter the card details” from the dropdown tab in the Credit Card
Authorization screen
- Be sure to enter the correct info otherwise you may be subject to a voided transaction
- Service render when credit card is approved
- Be sure the customer’s signature is captured electronically. If manually signed, RQ4 invoice must be
uploaded to the customer’s profile under “Documents”
Important Note: Credit card refunds must be processed to the same card used at initial point of
sale.
Table of Contents
23
Payment method return policy
Below we will explain the different type of refund method depending on the original transaction type.
Payments by Cash
- Cash refunds are not available
- Refunds for cash payments will be repaid in the form of a check sent to address on file.
Please allow 14 business days for processing and delivery.
Payments by Credit Card
- Credit card payments will be refunded to the same credit card used at point of sale
- Please allow 3-4 business days for credits to post.
- If CC is lost/Stolen then a check will be issued on approval base
Table of Contents
24
Precash
Table of Contents
25
Policy
PreCash is the payment and activation option for Sprint used to accept cash for a service deposit and
down payment & sales tax (if applicable) for a transaction.
Always make sure you follow all the steps in the order they are required
- If you skip a step or miss a step you will receive an error and will not be able to continue
Make sure you are entering the correct information in the required fields. Failure to do so will result in
an error message or possibly paying the wrong customer’s account.
Make sure you secure the payment before tendering any PreCash payment
- Let the customer know at this point their money will not be refunded by Arch Telecom. If they
decide to cancel their account or if they change their mind after the payment has been
processed and you are outside the 10 minute void window, they will receive a check in the mail
from the carrier
If there is no bill pay invoice in RIQ there was no PreCash payment made. Sometimes the computer
freezes so always make sure you double check RIQ before letting a customer leave.
Table of Contents
26
How to process



Search customer
Select the sales icon for PreCash payment process
Select Sprint Wireless- Express

Enter 2 of the 3 fields to move forward (Hint: Fill out all three fields for a more accurate return)
Table of Contents
27

Be sure to confirm the customer’s info is accurate
Table of Contents
28
Equipment Payments, Taxes and Fees
Use only the middle box when completing easy pay-lease down payment and Taxes
BILL PAYMENTS:
For Sprint Bill Payments, only use the “Bill Payments and-or 2 yr. Deposits” field.
2 yr DEPOSITS:
For 2 yr. discount Deposits, only use the “Bill Payments and-or 2 yr. Deposits” field.
Note: Do not enter “Equipment Payments, Taxes and Fees” OR “Additional Payment from Buyback”
amounts in the “Bill Payments and-or 2 yr. Deposits” field.
Table of Contents
29
BE SURE TO ENTER THE CORRECT AMOUNTS IN THE CORRECT BOX FOR THE TRANSACTION TO
PROCESS PROPERLY
Table of Contents
30
How to void a PreCash: All Voids must be done within 20 Minutes.
In the Customer Profile, locate the Bill Pay Receipt by clicking on the History Tab and click on
the BP invoice to select.
To refund, click on the extension menu (3 vertical dots) and select Refund Bill Payment.
Note: If
you select Vendor Deposit or the blank invoice, you will receive a prompt saying you do not have security clearance. You
must only select the BP invoice to refund.
A new box will appear. Hit “Save”, enter your RQ4 Username and Password to verify
If successful, you will receive a Refund BP#
If you receive an error, notify your ops manager immediately.
Table of Contents
31
If you are past the void window, email and reach out to your Operations Manager right away for
guidance and possible reimbursement (Dispute Form – Sprint Adjustment Request)
If you are unable to reach your LM, DM or Ops, call Merchant Services at 877-847-2266
Table of Contents
32
Table of Contents
33
Collection of Device Set-up Fees with Precash
When entering the amount on the RQ Payment screen, use the Equip Payment, Taxes and Fees field for the total of any
Easy Pay, lease, upgrade, activation and tax amounts.
RMS validates the amount and the activation and/or upgrade fees are included in the equipment charges.
Table of Contents
34
Handling PreCash Errors
If you receive a PreCash error message take a screen shot of the error and immediately send it to
Operations ([email protected])
 Reach out to your DM and Operations Manager for further guidance
If RQ4 Crashes while you are tendering a PreCash payment, you must access the customer’s profile to
see if an invoice was generated.
 If an invoice was generated, reprint the invoice for the customer
 If an invoice was not generated, reprocess the payment for the customer.
Table of Contents
35
Payment made to the wrong account
Log into iConnect and click on Tools under Key Resources and select Bill Payment/Charges issue and escalation
tool
Click on Resolve an Unapplied/Misapplied Payment then disputes form.
Table of Contents
36
Fill out form with correct customer information. Payment method drop down must be switched to Precash and
be sure to include the precash # used on the incorrect tender.
Be very descriptive on Notes/Description.
Example 1: If payment was applied to the wrong account, you will need to list the BAN # the wrong payment
was applied to and state which BAN # the payment is supposed to go to.
Example 2: If a deposit payment was applied but it was supposed to be a bill payment, say “Deposit payment
was made in error. This payment was supposed to be applied as a bill payment. Please convert payment type.”
Table of Contents
37
RQ
Table of Contents
38
RQ Invoicing
Applying Coupon
There are two options for applying a coupon.
Option 1. Apply a coupon to the entire sale
Click on the Pencil icon beside the $0.00 amount on the Coupons line located above your sale Total. This will open the Apply
Coupons window
Option 2.
Apply the Coupon to one single product
1.
Click on the down arrow on the product line, which will open a larger product menu.
2.
Click on the Pencil icon beside the $0.00 amount on the Coupon line. This will open the Apply Coupons window.
Apply Coupons Window: Scan, type or paste in the Coupon SKU and click the Add button.
Table of Contents
39
Once you have selected the coupon(s) you would like to apply, select OK to add it to the invoice. You can also click Cancel to cancel this
transaction.
Table of Contents
40
Discounting Products
1.
Click on the down arrow on the product line, which will open a larger product menu.
2.
Click on the Pencil icon beside the $0.00 amount on the “Discounted” line. This will open a small pop-up to select options for
discounting
You have three options for discounting. Select an option, confirm total and then proceed to check out
1. Change the “Price” to reflect desired price
2. Change the “$ Discount” to reflect how much money you want off the original price
3. Change the “% Discount” to reflect desired percentage you want off the amount
Table of Contents
41
Sales Orders
Sales order options are only to be used when instructed to for a launch period. There may be different requirements
depending on the handsets. Please wait for official announcements from Arch before proceeding on taking any preorders.
How to process a sales order
Step 1. Locate / Create Customer in RQ- THEY MUST have accurate & complete contact information.
Step 2. Click SALES ORDER
Step 3.
Determine which device type/GB/color model customer is interested in & add the appropriate SKU to the Sales Order.
Step 4. Leave
Price as is. Pricing will be updated during invoicing.
Step 5. Modify ETA until date designated by Arch
Step 6. Click “Deposit”
.
Step 7. Set the deposit amount and then click “Next”
Step 8. Set Commissionable Employee (regardless of who invoices this sale later, this employee will receive credit for the
sale unless the sales order is not used)
Step 9. Click Save. (DO NOT CLICK INVOICE)
Step 10. EMAIL THE SALES ORDER RECEIPT TO YOUR CUSTOMER.
Table of Contents
42
Please note the following:
Customers must purchase qualifying plan and features.
This device cannot be sold outright
Customers will forfeit their place in line if they do not arrive in store during their pick up window
SALES ORDERS IMPACT STORE CASH ON THE DAY OF THE ORDER, BUT PROFIT/COMMISSION IS NOT
IMPACTED UNTIL DATE OF INVOICING.
Updating or Completing a Sales Orders
Step 1: You can choose to Update or Complete a Sales Order by accessing the Customer Profile, or using the Scan Anywhere option:
NOTE: You can also look up any pending sales orders using the Products Committed on Sales Order report found in the Reports module.
a. Scan Anywhere
When you scan a Sales Order you are able to select from Preview, Update, or Go to Customer. Select Update.
b. Access from the Customer Profile
Access the Sales Order by entering the customer record using either History, or Sales, you can click on the circle icon on the left side
of the line, right click on the Sales Order. From this screen, you can choose to Open Sales Order (to Update, Cancel, or Complete). You
can also click the Transaction link to open the Sales Order
Table of Contents
43
Step 2. From this screen, you can make any of the following adjustments to the Sales Order

add or delete products

change the Quantity of an item

change the Bill To Customer

change ETA

add or remove Extra Charges

add, remove, or update Notes
Step 3. Under each item, you will see (X of X invoiced), letting you know if any items have been invoiced already
Step 4. Once you are satisfied with the Sales Order, click Deposit, Save or Invoice; Invoice will take you to the Check Out screen
Step 5. From this Check Out screen you can choose to edit the following:

payment methods

payment amounts

rep(s) receiving Commission

Split Commission amount
Table of Contents
44

add, remove, or update Notes
Step 6. Click Check Out
NOTE: If a payment has been made on a previous update of the Sales Order, the Payment will show under Payments Taken as Order
Deposit.
Step 7. From this point, you have the options to go Back (and edit your Sales Order Cart once more) or Tender
Step 8. You will prompted the following: "Do you want to leave the related sales order open to invoice more product on it in the
future?". Click No to close and complete the Sales Order. Click “Yes” to leave the Sales Order open as to add more items to it later.
Step 9. You will now be shown the Transaction Complete popup where you can Email, Print or Exit
Cancelling a Sales Order
There will be times when it is necessary to cancel a sales order. There are two kinds of sales orders to be cancelled, those with an order
deposit and those without an order deposit.
NOTE: If a payment has been made on a previous update of the Sales Order, the Payment will show under Payments Taken as Order
Deposit.
NOTE: Store in Store locations are not able to take payments on Sales Orders
Cancelling a Sales Order with No Order Deposit
To cancel a sales order that did not have a deposit attached to it do the following
1.
Go to the client's profile, right click on the sales order and select Open Sales Order
2.
Click the Cancel button
3.
You will be prompted with "Are you sure you want to cancel this sales order?" Click Yes to cancel the Sales Order or No if you
clicked Cancel by mistake
4.
Select Email, Print or Exit as needed.
Cancelling a Sales Order with an Order Deposit
If you are going to cancel a sales order for which you have taken a deposit you must return the deposit, then cancel the sales order.
1.
Go to the client's profile, right click on the sales order and select Open Sales Order
Table of Contents
45
2.
Click Refund
3.
Click Next, as you are refunding the entire deposit
4.
Enter the Payment Method and tender the refund after which you will be able to Email, Print the refund invoice or Exit
5.
Then re-open the Sales Order and cancel it as above
If you are using any payment processing integration you will need to use one of the following methods:
NSP (No Sale Payment) Method
1. In the Sales Order shopping cart, remove all products
2. Add a non-stocked product to the shopping cart (Using a specially made ‘correctional’ Non-Stocked Product with a $0 Unit Cost for
these scenarios would be good)
3. Set price to $0
4. Proceed to Invoice the sales order
5. In the invoice payment screen, refund the deposit to the original payment method (Visa, MasterCard, Amex, Debit)
6. Tender the sale
7. When prompted if you would like to keep the Sales Order open, click No
Sale and Refund Method
1. Proceed to Invoice the Sales Order
2. In the Payment Screen, if there is any balance still owing, “pay” for it with Cash
3. Tender the sale
4. Refund the sale invoice, refunding the deposit to the original payment method (visa, MasterCard, Amex, debit)

refund any overages you “paid” with cash for in step 2
Table of Contents
46
Inventory
Table of Contents
47
Daily Inventory Scan
Policy
Count Procedures – guidelines to ensure compliance
 2 inventory counts are required daily for all devices

For “Category” select Phones & Activations and select count “In Stock”
o Selecting “In Stock” will display all items for the category excluding consigned items.

Open box check must be done (only if seals are broken)
o You must match ESN of handset with the ESN on the box.
o Verify all contents are inside (Accessories, chargers, battery, etc.)

If anything is missing contact your Manager right away

Inventory Count must be longer than 5 minutes. If “started on” time to the “committed on”
time is less than 5 minutes, count will not be credited.

Check for variances in your count before committing the count sheet.

You must commit your count sheet. Credit will not be given if not committed.

Leave notes before committing a count sheet
Research- all variances need to be checked before committing a count sheet
 Missing phones
o First you must product track all missing phones to review when the last activity was on
that handset
o Then you need to determine what count sheet this showed up missing on first
o Next you need to notify your Manager/Ops & LP.
 Products Not Found
o There are 4 different categories this could fall into - Unprocessed Return, Transfer Issue,
PO Receiving Error, Scanning Issue
 For unprocessed returns you must refund the phone right away
 For all transfer issues the transfer either needs to be received right away or the
phone needs to be shipped out right away
 For PO receiving errors notify your Manager so they can take care of the issue
 Scanning issues are usually caused by going too fast and not paying attention to
the correct barcode that needs to be scanned
Table of Contents
48
How to Perform
1.
Inventory > Count Sheet > New Count Sheet
2.
Generating the count: Set Location, Change “Category to Phones and Activations” and set Count to “In Stock”
Table of Contents
49
3.
Click on Non-Committed to generate the Count Sheet#
4.
Click on Start Counting
Table of Contents
50
5.
Click cursor on Products box and start scanning each device. As you scan each device, RQ will place a “1” under
Count next to the ESN/MEID. (Never manually enter a “1” yourself.) Use the add product field if barcode is not
scan able.
Table of Contents
51
How to research variance
1. Anything with a negative variance means it was not scanned or is missing. You will need to
locate this device to scan. (It could be a Mismatch ESN while receiving in PO. Match “Not
Found” against what’s missing. You may need to product track it as it may be an exchange
error where the wrong device was returned/given)
2. Once research has been done, you will need to Notify LM/DM/Ops/LP if a device is missing.
Click on Committed to complete the count. (Count will not be credited if it’s not committed)
Full Inventory Scan
Table of Contents
52
Policy
Audit Procedures – guidelines to ensure compliance

All PO’s, RMA’s and Transfers must be reviewed before the audit starts to ensure accuracy

All products must be chosen

Your name needs to be the “Counted by”

Notes must be placed in the comments under “Not Found”

All audits need to be completed by the end of the month

All audits should be completed during the slower hours to ensure an accurate count

An email needs to be sent to your Operations Manager right away after the audit with
comments and notes so the audit can be adjusted.
Research – all variances need to be checked before committing a count sheet
 Missing phones
o You must product track all missing phones to review the last activity on that handset
o Then you will need to see when was the first count sheet this went missing (Count sheet
history)
o Next you will need to ask staff at location to determine what happened.

Accessory Variances
o For all accessory overages/shortages, product track the product SKU to see all activity
from year to date to determine the reason for variance

Product Not Found
o There are 4 different categories this could fall into – Unprocessed Return, Transfer Issue,
PO Receiving Error, Scanning Issue

For unprocessed return, the return must be taken right away and Coach/Train
staff to ensure compliance moving forward

For all transfer issues, the transfer either needs to be received right away or the
phone needs to be shipped out right away

For PO receiving errors, Coach/Train Manager on how to receive a PO order, if
problem continues disciplinary action must be taken
Table of Contents
53
How to Perform
1.
Inventory > Count Sheet > New Count Sheet
2.
Set Location, Change Category to “All Categories”, set Count to “In Stock” and click generate
Table of Contents
54
3.
Click on Non-Committed to generate the Count Sheet
4.
Click on Start Counting
Table of Contents
55
5.
Click on the text box and start scanning all of the products at your location (UPC for Accessories, ESN/MEID for
devices)
Table of Contents
56
How to research Variance
1.
Anything with a negative variance means it was not scanned or is missing. You will need to
locate this item and hand count to ensure the numbers matches your “Count” numbers. If you
were able to locate the missing unit, scan the barcode to update the quantity count.
Table of Contents
57
Purchase Order
Policy
Items being drop shipped by our vendors will be loaded in the Purchase order tab in RQ.
BEFORE accepting and signing for the box(es)
1. Make sure the number of boxes you are receiving matches the number you are signing for –
there should be a count on the signature pad for both FedEx and UPS.
2. Inspect the box(es) for any damage.
a. If there is damage enough to where product can fall out, or the product itself could be
damaged, then reject the package.
b. Most company ship with security tape that makes it obvious if something has been cut
open and re-sealed – check for this, and reject the package if it looks tampered with.
c. If the damage is minimal, but still enough to notice, write down on the signature pad
the details of the damage before signing for the package.
d. Should any of the above occur, escalate to your DM and [email protected]
immediately with details.
AFTER accepting and signing for the box(es)
1. Check the manifest, and confirm you received all items listed. Every vendor sends a manifest
with details of the products shipped in the box.
a. If the box is short, double check to confirm the manifest doesn’t list the product as “On
Backorder”. If not, escalate immediately to your DM and [email protected]
with details and pictures of the original shipping box.
b. If the box is over, confirm which serial numbers are supposed to be included in the box
– this should be listed on the manifest if these are serialized items – and set anything
not listed aside. Escalate immediately to your DM and [email protected].
c. If any product is damaged to the point where you can’t sell it, set it aside and escalate
immediately to your DM and [email protected].
2. Check RQ4 to confirm that all items listed in the system match the product you receive.
a. If there is a difference, check the manifest again – if the product is not listed on the
manifest, or is listed as “On Backorder”, then there is no issue. Accept what product you
have, and the rest should be coming in a future shipment. Otherwise, escalate to your
DM and [email protected].
3. Accept all product in to RQ4 as soon as is practical after receiving the package. Some Purchase
Orders can be over $50k in product, and it is not acceptable to allow this to sit in an unsecured
cardboard box until someone gets around to taking it in the system.
Remember that when you sign for a shipment, you are confirming that you personally validated the
condition and contents of the package, and you are responsible for securing the inventory from this
point. Please pass this message to your staff, and set these expectations with them should they be the
ones to sign for any shipment.
If there are any other concerns with your shipment not covered here, please escalate you’re your DM
and [email protected]
Table of Contents
58
How to Receive a Purchase Order
1. Open the Inventory Console
2. Click on the Purchase Order Tab (the # in parentheses is the # of open POs)
3. To preview a PO, click on the Radio button next to the PO # and click Preview Purchase order.
4.
To Receive a PO, click on the Purchase order number to begin receiving.
5. Scan every sku individually to receive. (Example: If you were shipped 5 chargers, scan each charger by
itself)
6. Once every single item has been received, click on Completed and Save.
Table of Contents
59
Accepting damaged package
BEFORE accepting and signing for the box(es)
1. Make sure the number of boxes you are receiving matches the number you are signing for –
there should be a count on the signature pad for both FedEx and UPS.
2. Inspect the box(es) for any damage.
a. If there is damage enough to where product can fall out, or the product itself could be
damaged, then reject the package.
b. Most companies’ ship with security tape that makes it obvious if something has been
cut open and re-sealed – check for this, and reject the package if it looks tampered with.
c. If the damage is considerably light, but still enough to notice, write down on the
signature pad the details of the damage before signing for the package.
3. Should any of the above occur, escalate to your DM and [email protected]
immediately with details.
AFTER accepting and signing for the box(es)
1. Check the manifest, and confirm you received all items listed. Every vendor sends a manifest
with details of the products shipped in the box.
a. If the box is short, double check to confirm the manifest doesn’t list the product as “On
Backorder”. If not, escalate immediately to your DM and [email protected]
with details and pictures of the original shipping box.
b. If the box is over, confirm which serial numbers are supposed to be included in the box
– this should be listed on the manifest if these are serialized items – and set anything
not listed aside. Escalate immediately to your DM and [email protected].
c. If any product is damaged to the point where you can’t sell it, set it aside and escalate
immediately to your DM and [email protected].
2. Check RQ4 to confirm that all items listed in the system match the product you receive.
a. If there is a difference, check the manifest again – if the product is not listed on the
manifest, or is listed as “On Backorder”, then there is no issue. Accept what product you
have, and the rest should be coming in a future shipment. Otherwise, escalate to your
DM and [email protected].
3. Accept all product in to RQ4 as soon as is practical after receiving the package. Some Purchase
Orders can be over $50k in product, and it is not acceptable to allow this to sit in an unsecured
cardboard box until someone gets around to taking it in the system.
Remember that when you sign for a shipment, you are confirming that you personally validated the
condition and contents of the package, and you are responsible for securing the inventory from this
point.
If there are any other concerns with your shipment not covered here, please escalate to your DM and
[email protected]
Table of Contents
60
Transfers
Fulfilling a Transfer
From time to time, you may receive a transfer request in RQ to ship inventory to another Arch
location in an effort to move specific units around to stores with a better sales rate or back to
corporate returns in order to stock balance those units. These requests are normally loaded Monday
mornings. These transfers should processed and shipped to the location listed in the “Receive At” field
within 2 days of request.
If items are being shipped to a store, Please do not send items that are defective or missing chargers.
Also make sure to use adequate packing material so the device isn’t damaged in transit. If for
whatever reason you need to hang on to any items on the request, please reach out to
[email protected].
Sending a Transfer
A Quick Ship transfer is also known as shipping a transfer without a request. Any
product currently in stock can be shipped. It does not have to be a requested product.
You can only ship a distinct product one time on any given transfer. For unserialized
products, this means there can only be one row per product. For serialized products, this
means there can only be one row per serial number.
Instructions to ship a transfer without a request:
1. Access the Quick Ship Transfer screen:
a. Click on Inventory Console | New Transfer | Quick Ship Transfer.
2. Choose a Ship To location by clicking on the globe icon and double-clicking your
selection. This is the location that will be transferring the inventory in.
3. Enter anything on the Way Bill#. (you will be updating this after a UPS Label has
been generated)
4. Scan each UPC to put on the transfer:
5. You can remove products by highlighting the product row in the grid and
pressing the Delete key on the keyboard. A transfer must have at least one
product on it.
6. Use the Save tool to save the transfer.
7. The Transfer Number will then be displayed and a popup box will appear with
options to Print, Email, Print & Email, Close or Cancel.
8. Print a copy of the transfer sheet and place inside box.
9. Proceed to create a UPS label and include transfer# in the Reference field
“Transfer #”
10. Go back to the transfers tab and click Update to update the Way bill# to the UPS
tracking number
Table of Contents
61
Receiving a Transfer
Click on Inventory Console | Transfer Tab | Receive Transfer.
1. Choose the transfer that you want to receive.
2. The transfer will now be displayed on the screen.
3. To receive a product, scan each sku/ESN into the products to receive box.
4. Click Save to complete the transfer.
Table of Contents
62
How to ship a transfer request
1.) Access the Ship Transfer Request screen in the following way:
a. Click on the Inventory Console | Transfers Tab
2.) All the transfers will appear in the middle of the screen, find the one you are wanting to ship
and hit the ship button.
3.) The transfer will now be displayed on the screen.
4.) Use the Requesting Comments button to view the Requesting Comments on the transfer to
see if a specific Serial is being requested.
5.) In the grid of products requested, the rows of products that have been fully shipped are
colored. You cannot modify the rows in this grid in any way.
6.) To ship a product that is in the grid of products requested, just double-click its row and enter
the quantity you want to ship. Non-serialized products will be immediately added to the grid of
products shipped. Serialized products will cause the system to prompt you for the serial
numbers you want to ship by presenting you with a list of serial numbers currently in stock
minus the list of serial numbers already shipped on the transfer.
7.) At this point, you will see the line item filled in the bottom Products Shipped portion. The
Quantity will be filled out using the Quantity from the Products Requested portion.
8.) Non-serialized products will immediately be added to the grid after you scan the item.
9.) Serialized products will cause the system to prompt you for the serial numbers you want to
ship from the Choose Tracking # window. Scan the ESN/MEID into the Tracking # field to
continue.
10.) In the grid of products shipped, the rows are color coordinated according to the legend in the
grid title. This allows you to easily differentiate between products that have previously been
shipped and products that you are shipping in the current session.
11.) Add UPS tracking number to way bill.
12.) Click the Ship Now button to save the Transfer, and complete the Shipping.
13.) If the record was saved to the database, a popup box will appear with options
to Print, Email, Print & Email, Close or Cancel.
a. Print a copy of the transfer and include inside package.
Table of Contents
63
Inventory Request
All inventory requests should go to [email protected], and MUST include the following:
1. Location Name(s)
2. Item(s) desired. Include Quantity, Color, and SKU(s) if available.
3. Timeline. IE: Needed it for an exchange by Friday. Note that if don’t include a timeline, the items
will be placed on the next regular orders
You will receive an answer to every request, but be prepared, however:
 Inventory may not be readily available with our vendors (we will leave the request open until it
becomes available in this case)
 We may not be able to meet your timeline
 Instead of purchasing more units, we may ask for a transfer from a nearby store
 The answer may simply be “No” if the projected ROI isn’t there
Keep in mind that most inventory orders are placed on a regular basis by warehouse staff. It is not
necessary to e-mail a weekly order. Use this system to request units that your store doesn’t normally
carry, or to alert the warehouse staff that you are dangerously low on a top moving product.
Additionally, this system should be used for any inventory related problems/questions you may have,
such as:
 PO was short or over shipped
 RMA Issues
 Serial # was scanned incorrectly
 You have a non-sellable unit that needs to be made sellable
 You have any other general inventory related questions.
The [email protected] address will now only be used for internal communication, general
FYI e-mails, vendor communications, etc. Basically if you have a specific request, it goes to
[email protected], if you have a situation where the Warehouse team just needs to be kept
in the loop, use [email protected].
Table of Contents
64
RMA
Return Merchandise Authorizations (RMA) are loaded every Monday morning before your store opens. This is a
request to send returned inventory directly to our vendor.
Processing an RMA
1. Locate RMA under the RMA Tab.
2. In your email, locate email sent by Michelle Dartt containing RMA approval sheet.
3. Locate your location approval slip and print
4. Include with your shipment
5. Generate a UPS Shipping Label to Brightstar
6. Update RQ with the UPS tracking number under Way Bill #
7. Check off the “Shipped Away” Check box
8. Click Save
Table of Contents
65
UPS
Arch uses UPS Campus Ship for all internal shipments as well as for returns to select vendors. For convenience,
the address book is preloaded with authorized shipping destinations. If for any reason you need a special label
created, reach out to [email protected] with full details of where the shipment will be shipping from
along with the destination. Don’t forget to include a brief explanation of why it is needed.
How to generate a shipping label
1. Goto campusship.ups.com to log in
2. Enter your Username and PW.
Table of Contents
66
3. Depending on where your shipment is going, click on Corporate Address Book (you may search by
Name of location. Example: processing RMA to Brightstar)
Table of Contents
67
4. Enter the approximate weight, RQ Transfer/RMA# for Reference 2 and # of device shipped for reference
3
5. Review your shipment, if there are any issues, click edit and correct. If destination is correct, click ship
now.
6. Print your label.
Table of Contents
68
iOS Activation Lock
All Apple devices running on iOS 7 and above that are returned, trade-ins, or returned for S&R exchanges have
to be factory reset with the customer while he/she is in your store. You need to reset the devices when the
customer is in your presence because he/she will need to provide the Apple ID and password for the device to
be factory reset (to reset the device, follow the instructions below)
How to remove
Reset Instructions (On-Device Method)
On-Device Method
Data connectivity is required. If the device has been disconnected from service, you must connect to WIFI
Erase All Content & Settings
Settings > General > Reset > Erase All Content & Settings > Enter Apple ID & Password
Step by Step with Screen Shots
1.) Navigate to Settings > General > Reset
2.) Select “Erase all Content and Settings”
Table of Contents
69
3.) Select Erase iPhone
4.) Have customer enter Password for Apple ID
Table of Contents
70
Table of Contents
71
Trade-Ins
Table of Contents
72
Difference between each trade-in
Buyback
Program Rules
•New or existing customer
performing new
activation or fully-eligible
upgrade
•Trade in of device purely
at customer discretion
•Monetary trade value to
customer at point of sale
Processing
•Complete with Buyback
Wizard through RQ
Shipping
•Process through buyback
portal
•Return Shipping of
devices will be handed
every shift the Location
manager is working
•Ship Everyday
•Must ship with approved
boxes
•Each device must be
wrapped in bubble bags
Contract Buyout
Offer ($650 Max)
Giveback
Program Rules
•Existing customers ONLY
exercising 1-year upgrade
option on IB or Lease
•Trade in of previously
financed device required
•$0 trade value
Program Rules
•New PORT IN customers
activating on Lease or 24Month IB.
•Not eligible on 2 year
agreement purchases nor
can offer be combined with
any other IL or CL port-in
offer
•Phone trade-in should be
customer's phone tied to the
switching costs (ETF or IB
Balance)
•Final bill upload required
Processing
•Process device through RQ
with Giveback SKU
(CAEQBL001487)
Processing
•Process device as
buyback
•Buyback value will be
deducted from overall
buyout offer (AMEX card
reduced by buyback
trade value).
•Complete the flyer
(LIT#AR6201-4175) with
customer. Include
buyback serial # from
the reciept.
•Provide trade reciept to
customer
Shipping
•Return shipping through
Giveback RMA approvals
using provided pre-paid
labels and giveback boxes.
•RMA Approvals are
generated Mon-Fri and
are to be shipped
everytime approval is
received.
•Giveback MUST be
received by sprint within
7 Days of upgrade.
•Each device must be
wrapped in bubble bags.
Customer
Requirements:
•Registration and invoice
upload required at
sprint.com/joinsprint
within 60 days of
switching
•Will need trade serial #
from buyback reciept
Shipping
•LM to ship device through
buyback portal daily.
Table of Contents
73
Giveback
Customers that are early upgrade eligible and currently on Installment Billing or Lease must give back their
device (In good condition) in order to get into a New IB/Lease agreement on a new Sprint Device! This means
more opportunities to close the sale!
FAQ
Does the customer have to Give Back their device if they want to do a new Easy Pay/Lease?
YES! Sprint will only allow the early upgrade if the customer gives the Old device back and enters a new
IB/Lease agreement.
Are Givebacks Buybacks?
NO! Givebacks are not Buybacks! They are not related! Please do not confuse them and do not ship Givebacks
to the Buyback Warehouse.
What happens if the customer does not want to give the old device back?
The customer will not be allowed to get a new device through Easy Pay/Lease
The Phone doesn't Power On or the screen is cracked/shattered or FindMyiPhone can’t be
deactivated. What do I do?
Do not move forward. The phone MUST be in good condition (Phone Powers On, the Screen cannot be cracked
or missing pieces, and FindMyiPhone MUST be deactivated). The customer can do an insurance claim if they
have TEP and proceed once their replacement device arrives. FindMyiPhone MUST be removed without
exceptions. Arch will be charged back $200 for each Giveback that is received that doesn’t power on
(Continue Archiving Photo Proof), has screen damage (Continue Archiving Photo Proof), or has
FindMyiPhone still enabled.
Should I hold onto the Giveback for the Buyer’s Remorse Period?
No. We will ship Givebacks EVERYDAY Monday - Friday. We only have 7 days to ship Givebacks to the
Brightstar returns warehouse or we will receive a chargeback. This is why it is important that we ship Givebacks
every day.
If the customer wants to cancel the new IB agreement, what do I do?
Call NSS to cancel the new IB agreement and REINSTATE their old IB agreement. If you still have the customer’s
Giveback device, return it to them. If the Customer returns their new device during the 14-day Buyer's Remorse
period, wants their old device back AND it has already been shipped, you must call your Operations Manager
for help.
When do I ship the Givebacks?
EVERYDAY once you receive the RMA approval slip.
Do I ship Givebacks and RMAs in separate boxes?
YES, ship givebacks in their own approved box
I’m still confused! Who can I go to for help?!
Please contact your DM or Ops Manager for clarity AFTER you have read through all the instructions. Your DM
and Ops Manager will not be explaining the entire process from A to Z for you.
Table of Contents
74
Installment Billing Giveback: HOW TO…
Customers who qualify for an upgrade, but have installment billing on their current device, are asked to turn
their device into Sprint (Must Power On, Nothing Broken or Missing, and Activation Lock MUST be
Disabled). Sprint will forgive the balance on the current loan for the device return which allows the customer to
use installment billing for an upgrade to a new device.
On the “Account Overview” screen, a new “Yes with giveback” option is available for EIB Eligible.
From the “Device Swap” screen, a new Giveback screen displays a text box with the incoming device serial
number pre-populated.
You can enter a different ESN for the Giveback, but Sprint will crosscheck the ESN to ensure that the
Giveback is sufficient to cover the balance due on the existing IB agreement. If it does not, you cannot
and will not proceed with the transaction. The customer will have to wait until they pay off their IB
before they can enter another IB agreement.
2. A message with a check box is displayed for the user to certify that the device is not damaged and has
Apple Lock disabled. Once the checkbox is checked, the Continue button will be enabled and the user
can continue with the device swap flow.
3. If the check box is not checked, the Cancel button will be enabled to return the user back to the Device
Swap screen.
1.
Table of Contents
75


If the device is not eligible for a giveback an error Device is not eligible for giveback displays at the
bottom of the Giveback screen and user is not allowed to continue.
If an error Validation of giveback device failed displays, the Continue button remains enabled and
you can still proceed with the transaction
On the Sales tab, the giveback item displays.
Table of Contents
76
Table of Contents
77
The giveback item also displays on the customer receipt.
A new Giveback report is available from the Reports Explorer screen. (Reports will be grayed out.
You must click on the sales tab before you are able to access the reporting menu)
Table of Contents
78
Existing report logic and display options are available for the user to select store, date range and
option to use archive/production database. DMs will have access to all stores in their areas of
oversight if they ✔ “All stores”. LMs and DMs should check this report periodically while in store to
ensure that Reps are following Giveback guidelines religiously. Mis-triaged devices will result in
$200 chargebacks to each Giveback and Missing Givebacks will result in the remaining
balance due of the original IB agreement charged back to the employee.
Chargeback breakdown
Table of Contents
79
How to invoice the Giveback in RQ4
Invoice the IB/Lease like normal, Add the Giveback Handset SKU (CAEQBL001487) to the invoice, scan or enter
the DEC/MEID of the giveback device. (If entering the DEC/MEID manually, you must hit enter after typing the
DEC/MEID to add to the list before you’re allowed to proceed)
Click on the drop down arrow to edit QTY
Change the Quantity of the Giveback Handset to -1 (Refund Reason: Other – Giveback Handset should be in
the comments). This will add the Giveback to your store inventory and require you to verify that it is present
during opening and closing inventory counts.
Table of Contents
80
Ensure you have enough Bubble Mailers on hand at all times. If you are running low, please request more from
[email protected].
Table of Contents
81
Giveback Shipping
It is IMPORTANT to know that Givebacks are processed/shipped separately from your regular RMAs to
Brightstar! Every morning, you will receive giveback approvals along with Prepaid Fedex 2nd Day Air labels.
All givebacks must be shipped once approved using only approved boxes with bubble bags. (Part# DLRRECOVERY8)
Givebacks must be shipped EVERY DAY. There are harsh penalties for all Givebacks not received on time
from activation date.
If you have any questions/comments/concerns, please reach out to your DM or Ops Manager for clarity.
Table of Contents
82
Buyback
The buyback program is a tool to increase conversion rates and accessory sales at the point of sale by giving
customers additional incentive to make a purchase decision today. It’s a service to reward customers by
unlocking the value of their old phone as a trade-in.
Policy
Buyback devices must be secured at a designated spot at location. Treat this like your store inventory.
 Trades must be matched up against credit receipt to ensure triaging was done correctly.
 Sit down with Rep to review if discrepancy is found.
 Email [email protected] with trade information and Reps name if discrepancy is
found.
 Buyback shipments must be processed every day.
 All Trades must be packaged up in a bubble pouch.
 We must ship trades in Buyback boxes AND use the grid inserts in each box.
Table of Contents
83
How to Perform
1.) Click on the Sales tab to locate the customer name from the sales console to begin a trade
2.) A new sales invoice will open. Select the Sprint icon from the top menu bar to start the Brightstar Buyback Trade-In
Wizard.
Table of Contents
84
1.) The Sprint Buyback screen will come up.
4.) Enter the device details to search. Click on the device (ensure you are selecting the correct carrier)
Table of Contents
85
*Search for iPhones by Model number on the back of the device to ensure you are selecting the correct model.
5.) Fill in the details, the fields marked with an asterisk (*) are required, and click Next
NOTE: it is important to evaluate the phones accurately to avoid receiving adjustments and loss of credit
Table of Contents
86
6.) Check the “I accept the Terms of Service” box when the customer indicates acceptance and click Finish
*Only click on accept once customer agrees with Terms of Service. Clicking accept and finish will add the trade in
to the buyback portal.
Table of Contents
87
How to order boxes
Steps to Order Buyback Boxes:
1. Select Indirect Sales (Top Left Corner) > Under “Managing the Store” Select “Merchandising & Collateral” link > Select
“Online Merchandising Order Form”
2. Enter Store Fact ID & Agent Code > Select “Login”
Table of Contents
88
3. Go to Main Menu (Top Left Corner) > Select “Place & Manage Orders” from the drop down tab of “Main Menu” > Add
“DLR-RECOVERY8” & “CPO-BUBBLE”
Table of Contents
89
4. Update the QTY (Quantity Field) to show “5” for buyback boxes (The minimum order is in increments of 8 boxes) &
Desired qty for bubble bags (increments of 100) > Click on update Update Cart > Select “Checkout” when done
5. Update the Customer/Contact Information > Click “Next” when done
Table of Contents
90
6. Order completed and window will display your order info. (see below)
Table of Contents
91
How to Ship trade-ins from Sprint Buyback Portal
Log into https://buyback.brightstar.com
After inspecting each device, add device to box by Scanning the MEID/IMEI or by scanning the Credit Receipt that is
wrapped around each trade. Doing this will prevent selection of incorrect device but only if you checked the device against
the credit receipt..
1.) Scan trade receipt into add device field. (if needed, scan or enter ESN of the device)
2.) The device will then be added into the assigned BOX ID.
(To remove a device, click on the trash can associated with the trade to be removed from manifest.)
Table of Contents
92
3.) Once all devices are in the box, click on continue.
4.) Here’s your chance to double check the device qty before finalizing
Table of Contents
93
5.) If needed, you may click on edit to add/remove device.
6.) Click on Print shipping label
Table of Contents
94
MPORTANT: Next Steps

Please complete the following steps:

1. Use the Sprint provided packing and shipping materials.

2. Do NOT use or reuse any unapproved materials.

3. Ensure that the appropriate transaction receipt (if available) is attached to each device.

4. Make sure to use box dividers and place each device in an individual slot.

5. Verify the devices packed match the associated Packing List.

6. Place the Packing List on top of all devices.

7. Seal the box using “H-tape” method, ensuring all edges and openings are securely covered.

8. Attach Shipping Label to outside the box.
Table of Contents
95
Whoops, I processed the shipment but closed the screen by accident before printing the
Shipping label. Will I have to reprocess the shipment?
No, Click on Boxes and search with the date.
Click on boxes, then search for date shipment was created. Click on view detail to reprint.
Review to make sure this is the correct shipment and click on Re-Print.
Table of Contents
96
Table of Contents
97
Sprint Buyback Credits
Applying credits using precash
1.
Process Buyback as usual
Table of Contents
98
2.
Invoice the sale. There should be a –Negative balance due. Click “Check out”
3.
Click “Notes” and ensure you clarify that the Credit is to be used towards the Bill Payment. If there is no place to
find a PTN or BAN on this invoice, you must leave the Account information in the Notes or we won’t be able to
make a payment. Use, “CASH” as the Payment Type and Click on “Tender”.
4.
Immediately process a Precash Payment afterwards. (Must be same profile). Your location’s cash till will not be
balanced if a precash payment was not processed the same day. Daily payment audits are performed to identify
any instances of cash refunds.
Table of Contents
99
Refunds that involves a buyback
Buybacks that are taken with an activation or upgrade can now be refunded to the customer if they are returning service
and the device has been shipped to Buyback.
1.
Refund the related SKUs being returned. DO NOT select Sprint buy back Handset to refund. Note the amount of
Sprint buyback credit (-$92.74).
2.
Enter your notes and press “Check Out”
3.
If the customer paid Cash, the entire transaction can be refunded to check. If the customer paid via another
method, Refund the amount of the buyback to a Check.
Table of Contents
100
4.
The rest goes back on their original method of payment. When finished, press “Tender” to finalize the invoice.
Checks take 5-10 business days to process.
Table of Contents
101
Trade-In Photo Archive Tool
https://fs30.formsite.com/archexpress/tradeinarchive/index.html
This tool is for the purpose of archiving all of your trade in photos (It is recommended that all
givebacks and any buybacks with a value of $75+ or with a promo code attached).
In the event of a mismatch or conditional chargeback, we will match up the uploaded picture vs
BrightStar adjustment reason.
How to Process:
1. After a sale is completed, you will open the link on the MSA Tablet (if trade meets the
recommended type/value)
2. Select your location, trade-in type and the date of trade.
3. Enter ESN of the trade
4. Take photos directly with the MSA Tablet: 2-3 photos for each device. (tap on choose file >
Take a photo. This will open up the camera App. Do not save photos onto iPads. That is a
CPNI violation.)
a. Front of Device While Powered On with the ESN/IMEI Displayed On-Screen
b. Back of Device with the ESN/IMEI Displayed
c. If the device has a removable battery, remove battery, place battery and battery cover
next to device, and take a photo displaying the back of the device/battery/battery
cover in one shot)
5. Hit submit
Benefits:
 All photos are uploaded directly into Dropbox and sorted by Type/Location/Date/ESN.
 Audit team has full access to review photos.
 When taking a picture from the MSA iPad directly, no photos will be stored locally which will
prevent CPNI issues.
 Less time spent by LM trying to locate photos to dispute.
Table of Contents
102
Paperwork
Table of Contents
103
Paperwork Archiving Requirements
What does Archive mean? Archive means that you have to store the signed agreement
at your location or a nearby centralized location for 6 months before shipping to Iron
mountain for digital processing since a digital copy was not secured. During this time, if
the contract is ever requested, you have to be able to locate the signed agreement
within 1 business day or face a chargeback. That is why it is extremely recommended to
ALWAYS use the MSA App to collect all Initials and Signatures. It saves paper, time, and
headache.
If Captured Through MSA App
2yr Agreements – Not Required to Archive
IB Agreements – Not Required to Archive
Lease Agreements – Not Required to Archive
Consent Form – Not Required to Archive
Direct Ship 2yr Agreements – Not Required to Archive
Direct Ship IB Agreements – Not Required to Archive
Direct Ship Lease Agreements – Not Required to Archive
If Not Captured Through MSA App
2yr Agreements – Required to Archive for 6 months and then shipped to Iron Mountain
IB Agreements – Required to Archive for 6 months and then shipped to Iron Mountain
Lease Agreements – Required to Archive for 6 months and then shipped to Iron
Mountain
Consent Form – Required to Archive for 6 months and then shipped to Iron Mountain
Direct Ship 2yr Agreements – Required to Archive for 6 months and then shipped to
Iron Mountain
Direct Ship IB Agreements – Required to Archive for 6 months and then shipped to Iron
Mountain
Direct Ship Lease Agreements – Required to Archive for 6 months and then shipped to
Iron Mountain
Service Center Locations
Data Preservation Form – Required to Archive for 6 months and then shipped to Iron
Mountain
Closed E-Ticket – Required to Archive for 6 months and then shipped to Iron Mountain
Table of Contents
104
Location Paperwork Archiving
You are required to keep a copy of the IB agreement at your location (or at an easily accessible centralized store in the
district) for 6 months. After 6 months, you must ship all of your eSAs, consent forms, and Arch’s copy of the IB agreement
to Iron Mountain by following the Location paperwork archiving Process steps below.
Location Paperwork Archiving Process Steps
Step
1.
Action
Ordering Boxes and Labels for Archiving
-
-
To initiate the archiving process, the AR completes the Archiving Box/Label Request form. Once
the request is received, the boxes and/or box labels will be shipped within 10–15 business days.
Please note when ordering both boxes and labels; the labels will be placed directly on the boxes
before the shipment is sent to the dealer.
Please note that any shipments for archiving containing types of boxes other than those ordered via
this form or do not have dimensions of 10” x 12” x 15” will be denied.
Archiving Box/Label Request: Indirect Sales > Policies & Procedures > Back Office
Admin > Forms
Master Agents will need to collect records from their Subs-dealers. ARs may coordinate record archiving
pickup directly from sub-dealer locations.
2.
Packing the Records Box
Once the boxes and box labels have been received, AR will organize the Sprint Records in the boxes
according to the Year/Month/Day the record was created (activation date for Service Agreements).
Packing Tips:
- Do not pack with hanging file folders or binders.
-
Avoid over/under packing boxes.
Table of Contents
105
3.
Completing the Archival Request Spreadsheet
Download and save the spreadsheet to your computer. The purpose of the spreadsheet is to capture the
inventory of documents contained in each box and to provide the Records Management Team with
information on what subscriber agreements will be picked up from the store location.
Archiving Request Spreadsheet: Indirect Sales > Policies & Procedures > Back Office Admin > Forms
The following are directions on completing the archiving spreadsheet:
1. First, choose Customer Contracts and Supporting Documents from the Classification (column
A) drop-down menu.
2. Next, enter the nine-digit box number into the Box Number (column B) field.
3. In the Desc1 field (column C), enter the AR State Abbreviation (dash) and Agent Code in the
following format: “MN - ########”.
4. In Desc2 field (column D) Enter Agent Name (i.e. ABC Wireless) and any additional relevant info
such as (City of store or Location, i.e.: Liverpool Mall) that you would like to provide. This is more
for the dealers that have several locations they are archiving all together.
5. Leave the File Code field (column E) blank.
6. Choose Marketing from the Department (column F) drop-down menu.
7. Choose 021 from the Business Unit (column G) drop-down menu for records generated from
2006 forward (iPCS please use 021 after 2010).
1.
For records generated prior to 2006 by legacy Nextel ARs, choose Business
Unit 0B4 from the drop-down menu.
2.
For records generated prior to 2006 by legacy Sprint ARs, choose Business
Unit 085 from the drop-down menu.
3.
For records generated by iPCS ARs prior to 2010, choose Business Unit IP1
from the drop-down menu.
8. Choose Paper from the Storage Medium (column H) drop-down menu.
9. In the From Date and To Date fields (columns I-J), enter the date range of the Subscriber
Agreements (the earliest dated SA to the oldest dated SA).
10. Subscriber Agreements have an assumed period of activity of 2 years. Choose Active from the
Status (column K) drop-down menu if the SAs are current. If the SAs are not current (i.e. over 2
years old), select Inactive from the Status dropdown menu.
Once a selection has been made from a drop-down menu, it can be copied and pasted into the next cell.
Put the entire inventory requested for archive storage on the same Archiving Request Spreadsheet.
Save the document in a designated location on your hard drive.
4.
Submitting Archiving Request Spreadsheet
ARs will e-mail the completed Archiving Request Spreadsheet to the Records
Management Center (RMC) at [email protected] and copy their local Sprint IAE
Table of Contents
106
on the email. The spreadsheet being submitted should contain information regarding all SAs included in
the boxes.
The e-mail should contain the following information:
•
Subject Line: Archive request/ Dealer name
•
Body of e-mail: AR name and complete address, contact name, phone number for contact at
location where pickup will take place
•
Sprint Representative name (IAE’s name)
•
Store name and agent code for any customer records being submitted as result of door closing
•
Archival Request Spreadsheet, attachment
If the archive request form is incomplete, is incorrectly filled out or there are any questions the following
will take place.
•
RMC will contact the Sprint Representative copied by AR on the Archiving Submittal Request for
resolution, who would then contact the AR to clarify, validate or work through any issues.
•
RMC will not process an Archive request if there is no Sprint Representative copied on the e-mail
request when submitted to records center. RMC will not process an Archive request if there is
no Sprint Representative copied on the e-mail request when submitted to records center. It is
AR’s responsibility to follow up if no confirmation of approval to transfer is received from RMC
within 10 business days.
•
If there are issues once the boxes have been sent to the vendor storage facility,
RMC would contact the Sprint Representative for resolution.
5.
Archiving Request Confirmation
Once the request has been received and approved by the RMC, AR will receive a confirmation e-mail from
[email protected] containing archiving approval and shipping instructions.
If the archiving request spreadsheet is complete and meets the criteria for archiving, AR will receive a
confirmation within 7–10 business days of approval or denial to transfer these records to archive storage.
The confirmation will include instructions on how the boxes will need to be shipped.
The confirmation e-mail will also include the Service Order Number (SON). The SON must be written
prominently in marker on each box below the box label, or the records
Table of Contents
107
archiving vendor will refuse the shipment.
Note: ARs may NOT ship records directly to Records Management Center Team or to archiving storage
facility without prior approval. If this occurs, the records will be returned to the sender, at the sender’s
expense.
6.
Shipping
Shipments for archiving will occur via the following methods. Appropriate method will be identified by
Records Management Center upon providing Archive Request confirmation.
•
•
•
•
•
•
•
•
•
Table of Contents
Shipments of 99 boxes and less can be shipped via UPS
The Records Management Team will send the UPS shipping label(s) to the store
location (listed on the archive request) within 5-7 business days of providing the
archive confirmation email
The AR should place UPS shipping labels on the top lid of the box
A separate shipping label will be required for each box being shipped to storage
facility
ARs should only ship those boxes that have received approval to be archived
See Step 8 Below Regarding (Pick-up Request)
Shipments of 100 boxes and greater will be determined by the Records Management
Center how best to ship. This may include the archiving vendor picking up boxes from
store (based on store’s location), or shipped via Transportation Request Form.
If determined by the Records Management Center, the local Sprint Account Rep may
be required to complete a Transportation Request Form found at i-Connect > Our
Company > Finance > About Finance > Supply Chain Operations > Transportation
Management Services > Transportation Request Form
Information in notes field should include if boxes are shrink-wrapped
108
and/or placed on pallets
Local Sprint Account Rep will need to provide their local cost center on form that
will be charged back for shipping costs
Reminders:
- The lid of each box being shipping to the archive storage facility vendor must be taped
securely to the box using packaging tape, and two strips of 2-inchwide tape must be
wrapped around each box horizontally to provide additional support during shipping.
- Ensure that the archiving labels are included on all boxes
-
7.
Boxes must be shipped within 7 business days of receipt of UPS Shipping labels (shipping 99
or less boxes) or shipping vendor assignment (shipping 100 and greater boxes). Failure to
ship within these time frames will require a new
Archive Request be submitted to the RMC. Orders should be shipped complete.
Pick-up Request (boxes shipped using UPS shipping label)
After the shipping labels have been placed on the boxes being archived, AR should contact the shipping
carrier to schedule a pick up.
United Parcel Service (UPS):
- 1-800-pickups or (800) 742-5877
AR will need to provide their own UPS Account Number to schedule a pick-up. If they do not have a UPS
account number and regularly scheduled pick-up, AR will be required to pay a pick-up charge which can
be processed via credit card at time of pick-up scheduling. To avoid pick-up charge, AR may take boxes
(with shipping label attached) to local UPS Store or other authorized UPS shipping location for shipment.
Reminders:
- For mall locations, please include the space and/or kiosk number with the pick-up request.
Some mall locations may require that packages are picked up and/or delivered to the mall
management office or facility’s shipping/receiving area.
Table of Contents
109
Records Retention Appendix:
Record
Onsite Retention Period
Signed Customer Consent Forms (RMS Lite) or
Electronic Subscriber Agreements/eSA (SNAP)
The signed records must be retained 6 months on site or at AR’s
headquarters location in a secured cabinet, then archived (at
Sprint archiving facility).
Manual Subscriber Agreements
NOTE: Signed records must stay at actual
physical
operating location for a minimum of a *rolling 2 weeks
before being moved to AR’s headquarters location.
*Rolling 2 week example:
If 1/28/13 is used as the day for a record to be removed, then
those records prior to 1/14/13 could be removed. The records
from 1/14/13 through the next Monday 2/4/13 should remain
on site. On 2/4/13 the records created from 1/14/13 –
1/21/13 could be removed and the cycle would continue in
this manner.
Record
Onsite Retention Period
Service & Repair eTickets with customer information
(signed and unsigned)
A copy of the eTicket must be retained 6 months on site in a
secured cabinet, then archived (at Sprint archiving facility).
Data Preservation Forms must be attached to the
corresponding eTicket and retained 6 months on site in a
secured cabinet, then archived (at Sprint archiving facility)
NOTE: If AR decides to exercise the option to send their Service
& Repair eTickets and Data Preservation Forms to their
headquarters for centralized storage, they may do so only after
those records are retained on site for a minimum of a * rolling
30 days.
Data Preservation Forms
*Rolling 30 day example
•
If a weekly removal is chosen, then on 2/4/13 those
eTickets/Data Preservation Forms created prior to 1/5/13
could be removed and the eTickets from 1/5/13 – 2/4/13
should remain on site. As the month progresses, the 5th week
of eTickets/Data Preservation Forms can be removed, which
should always leave a full 4 weeks of eTickets/Data
Preservation Forms on site.
•
If a monthly removal is chosen, then on 2/1/13 those
eTickets/Data Preservation Forms created prior to 1/1/13
could be removed and the eTickets from January 2013 should
remain on site. January 2013 eTickets/Data Preservation
Forms could be removed at the beginning of March 2013.
Table of Contents
110
Original Credit Card Receipts associated with any
transaction involving Sprint services or Sprint Products
(RMS Lite), including but not limited to
Credit card payment receipts such as deposits,
Sprint Easy Pay down payments and /or Sales Tax, Bill
Payments taken via RMS Lite where payment is going
directly to Sprint.
The original signed credit card sales receipts associated with any
transaction involving Sprint services or Sprint Products must be
retained 6 months on site or at AR’s headquarters location in a
secured cabinet, then archived (at Sprint archiving facility).
NOTE: Signed records must stay at actual
physical
operating location at a minimum of a *rolling 2 weeks
before being moved to AR’s headquarters location.
*Rolling 2 week example:
If 1/28/13 is used as the day for the records to be removed, then
those records prior to 1/14/13 could be removed. The records
from 1/14/13 through the next Monday 2/4/13 should remain on
site. On 2/4/13 the records created from 1/14/13 – 1/21/13 could
be removed and the cycle would continue in this manner.
Record
Onsite Retention Period
Sprint Easy Pay- Retail Installment Contracts
The signed Retail Installment contracts
(a.k.a. Sprint Easy Pay Installment Billing
(faxed/scanned/emailed) and the fax/email confirmation
Agreements).
page must be retained 6 months on site or at AR’s
Preferred, Co-Branded and Certified Retailers
headquarters location in a secured cabinet, then
participating in the Sprint Easy Pay Program
.
archived (at Sprint archiving facility).
Original Sales Receipts with no Sprint inform
(Credit Card, ECA, BTA, etc.)
ation
No archiving requirement from Sprint
Return Receipts/Documentation generated b
Dealer’s Point of Sale System
y
No archiving requirement from Sprint
Table of Contents
111
Brand Compliance
We, at Arch, take brand compliance very seriously. It is absolutely imperative that you or a trusted employee
completes the Sunday Night Checklist on Sunday Night OR Monday morning BEFORE the store opens.
Sunday Night Checklist is expected to be completed 1x each week on Sunday Evening OR Monday morning
before the store opens – LINK HERE
To prevent Checklist Falsification, all checklists completed in less than 10 minutes WILL NOT COUNT
1.) LMs will be required to submit a monthly Brand Compliance Audit Checklist through Quickbase by the
7th of each month – LINK HERE
 DMs will be responsible for completing the Quickbase checklist in the event a location does not have an
LM
2.) DMs will have to complete a full Brand Compliance Checklist on Formsite at each of their stores every
month by the 21st of each month, not every quarter – LINK HERE (LMs can also use this link if they
want to do a quick audit of their store before they do the Quickbase audit to see where their
store stands)
3.) Any Sunday Night Checklists completed Tuesday-Saturday will be deleted and will not count towards
your weekly requirement
4.) If CAS audit is failed, this is a serious offense and grounds for termination
Sunday Night Checklist (FormSite)
Monthly Brand Compliance Audit (Arch FormSite)
Table of Contents
112
How to verify your contracts are signed
Verifying contracts to ensure that are compliant on an audit
The below job aid walks you through how to pull a report in RMS and verify that all contracts are signed. Here
is a quick review of what audit is looking for…
Audit will be pulling a sample of 15 contracts to review (upgrades AND activations from the most recent
2 full weeks) INCLUDING those that were electronically signed.
2. When reviewing electronic and hard copy contracts they will verify that it was the account holder who
signed.
3. If the signature is sloppy it won’t automatically lose points UNLESS it clearly has letters that are not part
of the account holder’s name.
4. For subsidized sales only – if the signature does not belong to the account holder the auditor will
review the account notes to verify that the rep noted that they contacted the account holder and that
the account holder approved that specific type of transaction.
1.
There are 3 Sections in this job aid; 1) Pulling Activation Data 2) Viewing Transaction
Summaries and 3) Viewing IB (Easy Pay) and Lease Contracts:
1) Pulling Activation Data:
Use RMS Lite Back Office to obtain the recent activation activity for the store.
Select the Administration tab on the top and click on the Report Explorer icon.
Select the Sales Analysis > Activations / Deactivations option.
Table of Contents
113
Make sure you have selected the correct store (FACT ID is the identifier). Create the date range from which you
want the data. Click on “Create” button.
You will get a report as shown below. You can review it on screen by using the navigation buttons on
Table of Contents
114
top.
You will probably find it easier to work with this report by exporting it to an Excel file.
Click on the “Save” icon.
1) Determine where you wish the file to be exported to on your computer/system. 2) Title the file so you can identify
it after the export. 3) Change the “Save As type” from Text (default) to “Excel with headers).
Table of Contents
115
2
3
The new Excel Report should look like what is shown below: You will be working with the phone number shown in column
“H”.
2) Viewing Transaction Summaries:
Sign into RMS Lite Front Office (you may need to click on the screen to bring up the request for your password), use the
Customer tab at the bottom and click on the “Customer Search” link.
Table of Contents
116
Enter the desired phone number of a new activationfrom the previously pulled data and click on the
yellow “Search” button.
Click on the blue highlighted phone number in theSubscriptions”
“
window.
Enter the desired phone number from the report you pulled from RMS Lite Back Office.
Click on the blue highlighted line with the customer’s information on it.
Table of Contents
117
Click on the “By Pass Reason Code” window and select the appropriate choice.
A pop up window will appear asking you to enter your user ID and password. Click on the “Done” button within the pop
up window to proceed.
Table of Contents
118
The result will provide this transitional screen; click on the “Consent Tab” on the bottom.
Click on the “Trans Summary” tab on the top.
Table of Contents
119
Double click on the phone number.
The Transaction Summary will be able to be viewed at this point. Scroll to where the initials and customer signature
should be on the last pages of this document.
Table of Contents
120
3) Viewing IB Contracts via CST (signed on MSA Tablet)
Use the Customer Support Tool available on ISC; the path is shown below.
ISC > Sales Key Resources > Tools > Customer Support Tool (CST)
Sign into CST and enter the PTN and then select “Find”
Select “Contracts” to see any Installment Billing (Easy Pay) or Lease agreements.
Table of Contents
121
Select “download” to view IB agreements. Note: it may take between 15 – 30 minutes for the system to update CST at the
conclusion of a new Installment Billing or Lease transaction.
Select the “Open” button to review the document.
Table of Contents
122
Scroll to the last page of the document to view for the customer’s signature.
Table of Contents
123
Pop/Collateral Merchandising Materials
Collateral Orders (brochures)
- Submit orders via Dealer Catalog (Custompoint)
- Order is processed directly by Custompoint (RRD)
POP Orders (banners, posters, graphics)
- Submit order via Dealer Catalog (Custompoint) for non-COOP only POP
o For ALL POP including large graphics (banners, posters, counter cards, wall graphics)
o For replacement of missing, lost, damaged or stolen graphics ONLY
(NOT to be ordered for duplicate additional materials not planogram by format type)
For some select graphics not in the Catalog
- Submit an order request to the Merchandising Distribution Team directly via new FACT Team
mailbox e-mail link on the Catalog home page. ([email protected])
Items with “Max Quantity Limit”
- Submit collateral/ POP requests via FACT Team link on the home page for any item receiving “Max
Quantity Limit” messages when placing orders
How to order POP/Collateral Merchandising Materials?
ISC > Select Indirect Sales (Top Left Corner) > Under “Managing The Store” Select “Merchandising &
Collateral” link > Select “Online Merchandising Order Form”
Table of Contents
124
Table of Contents
125
Table of Contents
126
Table of Contents
127
Table of Contents
128
Table of Contents
129
Saved Orders
Table of Contents
130
Tracking Orders
Table of Contents
131
Table of Contents
132
Inquires & Requests
Table of Contents
133
Region Merchandising Managers
- Tamie Booth – East
- Marie Cizinauskas – Central
- Carrie Matulich – West
- Derek Van Etten – Merchandiser III/ Supervisor
Merchandising Distribution (FACT team) e-mail link on the Catalog Home Page
([email protected])
Table of Contents
134
RQ4 Invoicing
Sales Orders
Sales order options are only to be used when instructed to for a launch period. There may be different requirements
depending on the handsets. Please wait for official announcements from Arch before proceeding on taking any preorders.
How to process a sales order
Step 1. Locate / Create Customer in IQ- THEY MUST have accurate & complete contact information.
Step 2. Click New SALES ORDER <<<Note: SALES ORDER, not NEW SALE
Step 3. Determine which color they are interested in & add the appropriate sku to the Sales Order.
Step 4. Leave Price as is. Pricing will be updated during invoicing.
Step 5. Modify ETA until 4/11.
Step 6. Click Next.
Step 7. Set Commissionable Employee (regardless of who invoices this sale later, this employee will receive credit for the
sale unless the sales order is not used)
Step 8. Click Save. (DO NOT CLICK INVOICE)
Step 9. EMAIL THE SALES ORDER RECEIPT TO YOUR CUSTOMER.
Please note the following:

Customers must purchase qualifying plan and features.

This device cannot be sold outright

Customers will forfeit their place in line if they do not arrive in store during their pick up window
SALES ORDERS IMPACT STORE CASH ON THE DAY OF THE ORDER, BUT PROFIT/COMMISSION IS NOT IMPACTED UNTIL
DATE OF INVOICING.
Table of Contents
135
How to invoice from a sales order
When a customer comes back to pick up their device that they pre-ordered, there are three possible invoicing
scenarios:
A) The Customer is purchasing on a 2YR
a.
b.
c.
d.
e.
Look up Customer’s Account and search for the Sales Order. Right-click on it and select “UPDATE”
Click “NEXT”
Click “INVOICE”
Invoice the sale as you normally would.
The initial payment will be credited toward the sale. Take the remainder of the payment & Tender the sale.
B) The customer is purchasing on installment billing with accessories.
a. Look up Customer’s Account and search for the Sales Order.
b. Right-click on it and select “UPDATE”
c. Add accessories on the sales order (Customer’s original deposit will not carry over if this isn’t done)
d. Click “NEXT”
e. Click “INVOICE” Invoice the sale as you normally would.
f. The initial payment will be credited toward the sale. Take the remainder of the payment & Tender the sale.
C) The customer is purchasing on installment billing with nothing else.
a. Invoice the sale as you normally would.
Table of Contents
136
How to Refund a Sales order
Once a sales order has been converted into a sale, refunding a sales order is no different than a standard refund or
exchange.
In the event that you need to refund a sales order BEFORE the customer picks up their inventory see below
Original Tender CASH
>Open the customer in RQ4
>Right click on the sales order & select Update.
>Click Next
>Click on Refund by Check
>In the amount field, enter the opposite of what the customer paid (example- paid $50, enter -$50)
>Click Save
>Email the Invoice to [email protected] & [email protected] to request that the Refund be processed to the
customer.
>Right click on the sales order & select Update.
>Click on the cancel button at the top.
Original Tender CREDIT CARD
>Open the customer in RQ4
>Right click on the sales order & select Update.
>In the search box, enter sku: CSSHNS000001 (this is a zero dollar sku- any zero dollar sku will work)
>Add this item to the invoice.
>Remove the original product(s) from the invoice by clicking on the X to the right of the price.
>Click Next
>Click on the original tender method (VISA, AMEX, MASTERCARD, DISCOVER)
>In the amount field, enter the opposite of what the customer paid (example- paid $25, enter -$25)
>Click Save
>Enter the customer’s card Information & complete the transaction
>Email the Invoice to [email protected] & [email protected] to confirm that the refund was processed
correctly.
>Right click on the sales order & select Update.
>Click on the cancel button at the top.
IN EITHER CASE, CASH OR CREDIT, IF YOU CAN’T CANCEL THE SALES ORDER, SOMETHING WAS DONE
INCORRECTLY. Call Your Operations Manager in you require assistance
Table of Contents
137
Restocking Fees
A $35 restocking fee is due when a customer return or exchange to a different model/color. Arch follows sprint’s return
policy. http://www.sprint.com/landings/returns/
Scenarios:
A. If a customer has a defective device and wants to exchange for the same model, does restocking fee apply?
a. No, customer will not be charged a restocking fee if the device is defective and swapping for the same
sku.
B. If a customer wants to exchange an iPhone 5S 16GB Silver to an iPhone 5S 32GB Silver, does restocking fee apply?
a. Yes, restocking fee applies because customer is switching to a different SKU.
C. The customer purchased a White Samsung Galaxy S5 but decided they now want to exchange for the Gold
Samsung Galaxy S5, does restocking fee apply?
a. Yes, Color swap is the same as switching skus.
Requesting override codes
Some transactions would require a DM override code to complete the invoicing process in RQ.
Here are the most common codes and when you will need to request them.
Discount Code: This is used to drop the prices for any item added to the shopping cart in RQ. Mostly used for activation
promotions. (Ie. Free iPhone 5S for select customers on RMS offer. Discount override code is needed to drop the device
price to free.)
Refund to non-credit card code: In some cases, you may need to refund and re-invoice a device. If funds were taken with a
credit card, you will need an override code to be cause to tender out the refund as cash to be re-tendered on a new
invoice as cash to correct the error.
Table of Contents
138
RMS Lite
RMS Lite is used in Preferred Retailers for Activations, Upgrades and Customer maintenance functions. It will be deployed
to all Preferred Retailers in 2014 to replace functions which were previously performed in SNAP or directed through
National Sales Support.
Please follow link below to access the latest RMS Lite Tips and Job Aids. (Must be logged in to I-Connect)
RMS Lite Resources & Tools
Table of Contents
139
Mobile Sales Assist (MSA)
How to sign into MSA.
Steps to sign in to MSA:
1.
Enter your Username and Password. (Note: The Username and
Password was sent by sprint titled LDAP. The username is the same as
your RMS ID but with a different password)
2.
Enter the 6-digit Store Number. (Note: This is the same number seen
when logging into RMS Lite and selecting the location.) Result: A
pop-up window with the store address appears.
3.
Confirm the store details.
4.
Select Done.
5.
Select Login.
Password Reset Steps
Forgot your MSA Password? No Problem. Sign into DARA with the
Store’s DARA Username and PW. Then click on Non-Employee
ISC/FDT/SNAP Access Maintenance Request
Then fill out the form with your MSA/Store/Employee information,
select “I have forgotten my password” and submit the form. The
Password reset will take 1-2 business days
Table of Contents
140
Table of Contents
141
How to run a Credit Check on the MSA tablet
In the MSA Tool, click New Customer
Enter Customer Information, click “Done”
Table of Contents
142
Verify customer’s network coverage. Click
“Next”
Go over the customer’s device preferences,
choose all applicable preferences and click
“Next”
Table of Contents
143
Go over how the customer will be using the
device(s). Select all applicable
Lifestyles. Click “Next”
Click Credit Check
Table of Contents
144
Enter thest of the customer’s information
required for the credit check and the
customer’s NVP
Discount info (if applicable) and click
“Verify”
Verify that you have the correct
customer information
Table of Contents
145
You will get a Credit Response and you can
click “Continue”
Select the Device by using the White Radio
Buttons with the
financing/lease/contract options and click
“Next”
Table of Contents
146
Now, you can select the plan. Click
“Next”
Talk about accessories. Click “Next”
Table of Contents
147
Recommended Apps to download
Verify your transaction. Click
“Create BAN”
Table of Contents
148
Create Security PIN and Security
Question/Answer
Now you will have a BAN and can
complete the activation on RMS.
RMS Consent Tab
After processing the sale in RMS, the consent tab will instruct you to to proceed to the iPad to view/sign the agreement.
Table of Contents
149
RMS includes a new Override Signature box to be used if iPad is unavailable. (Note: Use this function only when it is
absolutely necessary as MSA compliance will be monitored. iPads can be shared among associates within your store.
Each associate can use his/her own MSA credentials to complete the transaction.)
Table of Contents
150
Capturing Consent and IB/Lease Signatures
Once you complete the steps to complete your Lease/IB/2yr agreement in RMS and get
to the consent screen (below). Log into the MSA App on your MSA iPad
Your MSA Login is the same as your personal ISC Login info. If you do not know your
ISC PW, please email [email protected] for PW reset instructions
Table of Contents
151
Once you are logged into the MSA App, select “More” in the bottom right
Table of Contents
152
Select “Consent/Signature” on the menu that pops up
Table of Contents
153
If your transaction was processed properly in RMS Lite, the customer’s name will pop
up on the Middle right of the MSA App. Tap the white box once to continue to the
Assent Form
Table of Contents
154
Here is where you explain the breakdown of each item and have the customer initial to
confirm that you have explained everything properly and that they understand. Tap
each box after explaining and have the customer initial
Table of Contents
155
This is what the customer sees when they are asked for their Initials
Table of Contents
156
Once you have collected all required initials, tap the “Next” button
Table of Contents
157
Now, you need to review the IB/Lease agreement with the customer to ensure they
understand. Tap “signature” to capture the customer’s signature
Table of Contents
158
Table of Contents
159
Have the customer initial and sign to submit confirmation of their understanding.
Table of Contents
160
Once you have collected the initial and signature, tap “done”
Table of Contents
161
Notice that the “Signature” option is now greyed out. Tap “Done”
Table of Contents
162
If you receive the message, “Save Signature – Success”, you are finished collecting
signatures and can go back to RMS to finish/tender your transaction
Table of Contents
163
Override Option for MSA
1. If the iPad is not available, the signature must be overridden to proceed. (Note: Use this function only
when it is absolutely necessary as MSA compliance will be monitored. iPads can be shared among
associates within your store. Each associate must use his/her own MSA credentials to complete the
transaction.) 2. Click the Override Signature and key RMS credentials to authorize bypass.
FAQ
Question
Answer
Where should I put it
At the POS, put it next to you or on a shelf
down when I’m processing under the counter.
the sale?
Table of Contents
164
Protecting your GP – Transaction Discrepancy
Sprint reports all Sales processed in there system’s on a 7-8 day lag. The report is then reconciled with RIQ sales by the
Audit team. Discrepancies are then researched and are escalated in the Transaction Discrepancy file every Monday. Fix the
sales based on the reason identified by the Auditor.
Below are the common reason of disconnects identified by the Audit team and ways to fix them.
Please note –All Dispute email once fixed should go to [email protected]
1.
2.
3.
Always Mention the PTN that’s fixed
Mention Briefly what’s fixed
Provide relevant Screenshots (Examples Below) based on the Discrepancy resolved
Table of Contents
165
IB\Lease Not Processed
Business Rule
-
IB/Lease must be processed with RMS.
Should not activate a re-used ESN on IB. Verify via Device/PTN History in RMS
Verify if the customer is eligible for an Upgrade
Table of Contents
166
Upgrade Eligibility
Sprintrebates.com
The way that the Upgrade Eligibility is worded can be confusing. We have found that it is MUCH easier to
reference the “For office use only” code at the bottom of the eligibility checker. A customer who is ONLY eligible
for Easy Pay have a code that ends in 13
In RMS
RMS will not allow you to process an IB if the PTN is not eligible. EIB will only show “Yes” if the customer is eligible
for IB.
How to Fix
-
Log onto RMS or check sprintrebates.com to check Eligibility
If customer was not eligible for IB, contact customer to return device
If customer is eligible for IB (EIB Eligible is “Yes), contact customer to come back to your location (This is why
it’s important to follow the Post Activation checklist before the customer leaves)
Process IB sale with a new device
Claim your Sale
-
Submit RMS Receipts displaying a valid IB Contract to [email protected] for review to be removed from
Transaction Discrepancy
(a) For Non VADRMS Receipt should include Loan/Lease# ,ESN , REBATE CODE and REBATE ID (See Screen shot below)
Table of Contents
167
(b) For VADRMS Receipt should include Loan/Lease#, ESN , REBATE CODE (See Screen shot below)
Table of Contents
168
Reused Handset
Business Rule
-
Sales should be processed in RMS
-
Device should be activated first on eligible PTN
How to Fix
-
Reprocess the New device with IB/Lease
Claim your Sale
-
Submit Device History displaying that handset activated first on eligible PTN to [email protected] for review
to be removed from Transaction Discrepancy
Table of Contents
169
2 Yr Upgrade - Contract Commitment Date Not Updated
Business Rule
-
Upgrades must be processed with RMS.
Verify if the customer is eligible for an Upgrade
Sprintrebates.com
The way that the Upgrade Eligibility is worded can be confusing. We have found that it is MUCH easier to
reference the “For office use only” code at the bottom of the eligibility checker. A customer who is ONLY eligible
for Easy Pay have a code that ends in 13
A customer that is eligible for a 2 year contract will have a code ending with 23. This will help you validate if the
customer is eligible for IB or 2 year. See the code below?
Table of Contents
170
In RMS
RMS will not allow you to process an IB if the PTN is not eligible. EIB will only show “Yes” if the customer is eligible
for IB. Click “Rebate Eligibility” link to verify 2 yr eligibility
-
On the Upgrade Selection pop-up window You MUST select “Yes” and choose the Handset Upgrade Offer
with the Highest Instant Rebate
-
Sprint Requires that the Device you sell to a customer be ACTIVATED on the Phone Number that you
upgraded FIRST before gifting to a different Phone Number
How to Fix
-
Log onto RMS or check sprintrebates.com to check Eligibility
If customer was not eligible for 2yr upgrade, contact customer to return device and reprocess a new handset
under Easy Pay if applicable
Contact customer to come back to your location (This is why it’s important to follow the Post Activation
checklist before the customer leaves)
Table of Contents
171
-
Reverse the order with NSS and place old ESN back on the PTN
-
Reprocess upgrade with the same device sold as explained in the “Business Rules”
Claim your Sale
-
Submit Transaction Summary displaying updated contract commitment date to [email protected] for review
to be removed from Transaction Discrepancy
ESN Not Activated on Eligible PTN
Business Rule
-
Sales should be processed in RMS
-
Sprint Requires that the Device you sell to a customer be ACTIVATED on the Phone Number that you upgraded
FIRST before gifting to a different Phone Number
VAD ESN Should be activated within 30 days from the date when ESN was ordered
-
How to Fix
-
Contact customer to come back to your location (This is why it’s important to follow the Post Activation checklist
before the customer leaves)
-
Reverse the order with NSS and place old ESN back on the PTN
-
Reprocess upgrade with the same device sold as explained in the “Business Rules”
Claim your Sale
-
Submit Transaction Summary/Device History displaying updated Activation date to [email protected] for
review to be removed from Transaction Discrepancy
Table of Contents
172
Table of Contents
173
Activation Not Verified
Business Rule
-
RIQ Invoice should have correct details for Auditors to Verify a Sale
-
Sales should be Invoiced with Correct PTN, BAN and ESN that’s Activated for the customer
-
ESN Sold from In-stock Inventory (Non-VAD) or VAD must be activated on the PTN we activated for the customer
-
Customer Own Phone (BYOD) should only be Activated on a New Activation
Claim your Sale
-
Provide Correct PTN and BAN # to validate the sale
Non-Commissionable Rate plan Activated on Tablet
Business Rule
-
Below are Non-Commissionable Tablet Plan that can not be activated on tablet Device
-
How to Fix
-
Contact customer to come back to your location (This is why it’s important to follow the Post Activation checklist
before the customer leaves)
For 2 Year
-
Reprocess with the same device on commissionable plan
For IB/Lease
-
Reversed the order and Reprocessed with new Device on commissionable plan
Claim your Sale
 Submit Transaction Summary to displaying updated Activation and Contract Commitment date to
[email protected] for review to be removed from Transaction Discrepancy.
Table of Contents
174
BYOD to Upgrade has to be after 14 live days
Business Rule
-
Sale should be processed in RMS
-
BYOD to Upgrade sale should be processed after 14 days of BYOD Sale
How to Fix
-
Ensure before Process an Upgrade BYOD sale Crossed 14 Live Days
Claim your Sale
-
Submit Transaction Summary/RMS Receipts to [email protected] for review to be removed from Transaction
Discrepancy
BYOD processed on Upgrade. It's a non-commissionable sale
Business Rule
-
Sale should be processed in RMS
-
BYOD handset should be processed as New -
How to Fix
-
Ensure before Process BYOD Sale, PTN history showing Zero Activation
Claim your Sale
Submit Transaction Summary to [email protected] for review to be removed from Transaction Discrepancy
Table of Contents
175
Table of Contents
176
Customer Service Activity Notes & Coaching Opportunities
Purpose: The purpose of this document is to provide the process and procedure of Documenting
Issues and Resolutions in RQ4.
Objective: By tracking escalations, identifying repeat issues, and providing coaching, we can
support behavioral change that will increase customer satisfaction and decrease escalations to
Management.
Activity Notes:
Access customer’s Profile> Click on Activities Tab> Click on New Activity
Change the status to In-Progress
>Priority Level
Choose the correct Activity Type.
Table of Contents
177
Enter in the detail of your research in this area. This is a temporary section for notation that can be
edited and deleted.
The activity will automatically assign to the Activity Creator > Assign Reminders
Once the Issue has been resolved and
finalized, than you can save the notes permanently. Note: Once saved, this cannot be edited or
deleted.
Work Notes> Enter in the final (see Note Structure below) >Add Work Notes.
Note Structure:
We follow Sprint’s NARNIA for notations just like how we note in RMS.
Name | Authentication | Reason | Number | Information | Action
Example #1
Issue: Customer’s Name, Verified PIN, called in regards to activation Fee dispute for
cell phone number (555)555-5555.
Steps Taken: Call the store and confirmed with Sales Rep that the customer is a credit
union member and forgot to upload pic at Sprint.com/Verified
Resolution: Uploaded verification at Sprint.com/Verified and spoke to NSS to waive
the activation fees. NSS Waived Action Fees Per Sprint Interaction ID 56486769456
Example #3
Table of Contents
178
Issue: Received an Executive Escalation E-Mail Notification in regards to Customer’s
Name. Contacted customer and Verified PIN. Customer is disputing the Lease
agreement for cell phone number (555)555-5555.
Steps Taken: Call the store and confirmed with Sales Rep that the customer was in
fact made aware of the Lease Agreement. Obtained and confirmed Lease was signed
by account holder.
Resolution: Explained to Account holder the Lease Agreement was signed, reiterate
the inexpensive Rate Plan benefits when choosing for a lease compared to a 2
Year Discounted Contract. Provided a $20.00 Gift Card as a courtesy. E-Mailed
Executive Escalation with resolution.
Table of Contents
179
E-Mail Correspondence:
Example #2
[Billing Dispute] John Doe INV#MKTP2IN123 BAN: 555555 PTN: (555)555-5555 $100.00 | Sales Rep
Jane
Statements of Intents are
required to be signed by the
customer when making a
settlement with a customer.
Coaching Opportunity Scope: The Coaching Opportunity process will assist in
providing corrective measures and accountability using a Coaching Form submission
that can be found on the Employee website under District Managers
http://employee.archtelecom.net/ . The Coaching Opportunity Form will be used for
Customer Service and Operations. It will consist of 5 sections.
1. Performance concern or
issues.
2. Solution(s) or course of
action
3. Follow-up review plan
date(s)
4. Next step if similar infraction
is repeated:
5. Signatures
Table of Contents
180

Performance Concern or Issues - Theses Corrective measures are identified to help direct and
motivate Arch Telecom’s employees to work on areas of improvement. These corrective actions
along with the timeframe set for the implementation of each action are listed on the form.

Solution(s) or course of action - Under the “Solution/Course of Action” portion of the
Coaching Opportunity Form, the location manager should reach out to the employee and ask
the employee themselves to provide the steps they will take to support their own behavioral
change. The Location Manager then reviews the steps committed by the employee and once
agreed upon should move on to the next portion of the form.

Follow-up review plan date(s) - The Location Manager will set follow up dates to reassure the
employee has made improvement. The timeframe doesn’t need to have exact dates – even
writing something like a month or before the next meeting may be sufficient.

Next step if similar infraction is repeated - The Coaching Opportunity process will hold
employees accountable. This process identifies the consequences that may result if the
employee shows no improvement by the end of the third coaching term (The numbers of
coaching terms may vary). The coaching session will describe the consequences for the
organization and how that affects the employee.

Signature – Employee’s signature indicates that this information has been discussed with the
employee. It also acknowledges receipt of a copy of the coaching record. The Location
Manager must also review this form and provide a signature.
Note: The District Manager should be copied on all related communication.
Table of Contents
181
Coaching Opportunity Process
1
2
3
4
•When a coaching opportunity is identified and submitted on the the Employee
site, a E-Mail Notification along with a phone call to engage
supervisor/management.
•Once the employee has been coached, the Location Manager will print out the
form submission and have it completely filled out with signature.
•Note: Print a copy for the employee after the coaching session.
•Once completed, submit the signed Coaching Form via E-mail to
[email protected] and the District Manager.
•The Location Manager will E-mail any updates to the coaching form submission
with any Follow Ups.
•If the Coaching Opportunity Turns into a diciplinary Warning Notice, Please Email HR with the attachment.
Table of Contents
182
Step 1.) Fill out the form on https://fs30.formsite.com/archexpress/coaching/
Step 2.) Review Data & click submit
Step 3.)
Look for the PDF in your inbox and print. Email signed copy to [email protected]
Table of Contents
183
Payroll
Time Clock self-approval
All time clocks must be reviewed and approved by 1 p.m. PST every Thursday. If there are any discrepancies please contact
your manager to fix them immediately.
**Please make sure these exceptions are done before the payroll is locked. Supervisor approval and employee approval
are mandatory.
First time setup: Click on Operations and Configure next to modules
Look for timesheet and click on the Eye. This should be green.
Table of Contents
184
Approving Hours: Under the Operations Tab, Click on Time Sheet.
You will see Open shifts in the center pane. Click on Approve to approve the clocked hours.
Table of Contents
185
Manager Time Sheet Approval
Use the Manager Time Sheet Approval Report to Monitor your store’s
compliance
-Select your Store and the Date Range for the most recent Payroll Period. Run the Report
-Click on the dates next to the employee’s name to check the times they clocked in, took lunch, and clocked out for
lunch
-The Column labeled, “Emp Approved” Tells you whether the employee approved their hours for a given day or not
-The “Mgmt Approved” Column is for you to certify that you have review the hours for accuracy. This is not graded,
but is a helpful tool to remind you that you have already completed this task
When you click a date next to an Employee’s name, a new window opens and you will see the clock in and clock out
time for the day for this employee. Notice that this employee didn’t clock out for lunch? Please ask them why and
ensure they understand meal break policies and laws
Table of Contents
186
Meal breaks and compliant scheduling
The following is a guideline for all employees regarding breaks on and off the clock by state.
Meal & Rest Periods
Rest Period
Meal Period
Overtime
Notes
CA*
10 mins/4 hrs
30 mins before 5th
hour ends
10 hrs+ 2nd meal of 30
mins. Waive if <12 hrs
<6 = no meal
CT**
None
30 mins after first
2 hours & before
last 2 hours
None
<7 ½ = no meal
DE**
None
30 mins after first
2 hours & before
last 2 hours
None
<7 ½ = no meal
FL
(Federal
law)
None
30 mins but not
less than 20 mins
None
<6 = no meal
MA**
None
30 mins
None
<6 = no meal
MD**
15 mins/4-6 hrs;
2 15 mins/8 hrs
30 mins
15 min breaks for every 4 <6 = no meal
hrs
NJ
(Federal
law)
None
30 mins but not
less than 20 mins
None
<6 = no meal
NY
None
See below.
None
<6 = no meal
OR
10 mins/4 hrs;
2 – 6 hrs = 1 rest
6 – 10 hrs =2 rest
10+ = 3 rest
30 mins
None
<6 = no meal <7 =
meal is between 2nd &
5th hour
>7 = meal is between
3rd and
6th hour
PA
(Federal
law)
None
30 mins but not
less than 20 mins
None
<6 = no meal
VA
(Federal
law)
None
30 mins but not
less than 20 mins
None
<6 = no meal
WA**
10 mins/every 4 hrs; 30 mins between
taken between 2 – 3 2 & 5 ½ hrs;
hrs.
3+ hrs from your normal
shift = an extra 30 mins
before or during the OT
<5 = no meal; can take
several mini rest
periods to = 10 mins
WV
None
None
<6 = no meal
30 mins but not
less than 20 mins
*can sign meal waiver
Table of Contents
187
**can sign meal waiver but not an option for Arch yet New York:
•
•
•
Works > 6 hours starting any time between 1 PM and 6 AM, 45 minute mid-shift meal.
Works < 6 hours, no meals.
Works 6 hours & lasts between 11 AM and 2 PM = 30 minute meal.
•
•
Start work before 11 AM and end after 7 PM = meal plus 20 minute meal break between 5 and 7 PM.
Start at 1 pm does not get to take lunch at 2 pm. Shift has to be 6 hours AND cover the time from 11 am to 2
pm.
Examples:
o Starts at 10:00am and works for at least 6 hours = 30 minute meal by 2:00pm.
o Starts at 11:30am and works for at least 6 hours = 30 minute meal but not by 2:00pm.
•
Table of Contents
188
How to generate a schedule in RQ
Open RQ4
Click on Employees icon
Click on H/R Scheduling
Double Click on the day
Select time
Click on save
Repeat for each day and each employee
Once schedule is complete click on the save changes icon on the top left
Notes:
If you'd like to mimic the same schedule for the following weeks ahead- Right click on the employee
name and copy row, move to the next week and right click and paste the row- This will save lots of
time
Delete a shift - Highlight the shift and press the delete button on your key board
Lunch breaks should be scheduled and must be taken before the rep hits their 5th hour (this is score
card impacting)
Table of Contents
189
Human Resource
Urgent Contact Information Sheet
Located in the employee portal under HR/Payroll tab
(https://www.yammer.com/archtelecom.net/uploaded_files/51877365 )This document contains the following
information:
Customer Service
Fraud or Loss Prevention
Human Resources
Work Related Injuries
State & Federal Regulations Posters
Employee Communication
Federal & State Regulation posters
All Federal & State Regulation posters are located in Yammer. These should be posted at every location (in a binder for
kiosk locations)
Safety Manual
The Arch Telecom Safety Manual is located in Yammer (Safety Program). This is a preventative guide that will help us
ensure our locations are safe for customers as well as our employees. The goal is to always be proactive and make sure
our locations are clean. Take a look around. If you see any chipped or broken glass in the displays let us know. Are the
countertops smooth or is there a possibility that someone can cut themselves? Are the carpets/rugs stable with no rips or
ruffles? Issues like these are easy to fix and are also the most common reason people get hurt in the workplace. Always
make sure the floors are dry and everything is clean and presentable. Please email [email protected] if you feel your
location has any issues.
Other Important links.
Employee Handbook https://www.yammer.com/archtelecom.net/uploaded_files/51876936
Comp docs: Please visit the file section of Human Resources / Payroll in Yammer.
Job descriptions Please visit the file section of Human Resources / Payroll in Yammer.
Table of Contents
190
Loss Prevention
Alarm codes:
All requests for alarm codes must come from the DM. Email requests to Director of Loss Prevention.
To disable a code simply email the Director of Loss Prevention.
Alarm codes for New Hires will only be issued after they are Commissionable. Sharing of alarm codes is a
violation of Company Policy.
Safe and Key issues:
For all Safe and Key issues contact the Director of Loss Prevention.
For Electronic Safes contact the Director of Loss Prevention for a copy of instructions.
Emergency issues:
In case of theft, first contact local Police.
Second, contact your DM and the Director of Loss Prevention.
Further instructions will be given at that time.
At no time are you or your Employees to follow or “chase” a suspect in a Robbery or theft. Concentrate on providing
Police with an accurate description of the suspect.
For issues of Store Damage email [email protected]
In case of employee or Customer accident or injury, immediately call 911.
As soon as possible contact Human Recourses and the Director of Loss Prevention.
If someone comes into your store requesting medical aid you may call 911 if they are willing to remain until Medics
arrive. You may not provide any medication, even Aspirin, to anyone.
In the event of Power Failure or other reason for closure, be sure to secure the location and set the alarm and send email
or Text to DM and Director of Loss Prevention.
What to do in the event of a robbery
It’s something you probably don’t ever want to contemplate but it’s equally something that you can easily get caught up
in when you are at work or any other place that handles money and seems like easy picking for a robber.
Always assume there are weapons involved and do not try to fight.
1.) Be aware of what is going on around you.
Whenever you’re in a place that could potentially be held up, such as a bank or a store, or you are at work, stay alert. If
you notice suspicious activity, don’t go near it but leave and report it as soon as it is safe to do so. Trying to keep out of
a dangerous situation in the first place is the best way to remain calm.
2.) Cooperate.
Before anything else, signal your intention to the robbers that you intend to cooperate. This isn’t the time for heroics
and defiance. Make it obvious that you are acquiescing by responding to their requests promptly. Do not get into long
discourses with the robbers. Yes Sir and no Sir are good responses. Cooperating will help you stay calm because your
chances of surviving the incident are greatly increased by doing nothing to set off the volatility of the robbers.
Table of Contents
191
Remind yourself that the incident will be over faster if you comply with their demands.
3.) Focus.
Focus on staying calm. If you feel panic beginning to rise, it’s important to try and slow down your thoughts and remain
focused on pulling through. Signs of panic include a racing pulse, dizziness, sweating and cramps in your hands and
feet; it will often progress to hyperventilation (difficulty in breathing), which can last for several hours. Your body might
start overriding your mind. If you feel panic rising, try the following:
•
•
Aim to decrease the speed at which you’re breathing. Focus on taking deeper breaths, more slowly.
•
Return to focusing on your breathing.
Relax all of your muscles. Do this by tensing them up deliberately for a few seconds and then
letting them relax. You can do this unnoticed whether standing, sitting, or lying down.
4.) Listen.
Listen as well as you can. Apart from gathering potentially useful details, listening carefully
can help to keep
you calm as you’ll be more aware of what the robbers intend to do as they talk. Also, try to watch the robbers
movements if doing so doesn’t endanger you, as body language can help you gauge what they intend to do next.
5.) Expect swearing, shouting and other unnerving noise and actions or reactions If you’re prepared for
volatile, scared and crazy behavior from the robbers, at least you’re on guard for the worst and can try to focus on
protecting yourself, seeking any valid exit possibilities or finding ways to keep yourself out of harm’s way (and
unnoticed).
Avoid any sudden moves; most robbers are as nervous as you and anything can set them off. If you do need to move,
reach or change your position, tell them first so that they are aware and not surprised by your moves.
6.) Focus on other people in the same predicament as you.
A good way to remain calm is to assume responsibility for helping other people around you to remain calm and
supported. While you are busy trying to help them you will be less likely to give into fearful and panicked reactions.
7.) Spend time looking for ways out of the situation.
Consider whether escape is a safe possibility or not (most times it is best to wait). Consider whether it is worth talking to
the robbers or not. Working on strategies to get through the event can help to keep you calm because you will feel that
you have at least a little control over what is happening.
Don’t try to outsmart or clever talk the robber. Always calmly talk about your needs, such as feeling
sick. Help the robber respond to you as a person, not a brave hero or a nervous wreck.
8.) Go inside yourself and build a protective wall.
During the minutes of the robbery, time can seem to stretch. It can help by drawing on inner resources to keep yourself
calm and focused on the time when it will be over. If you have faith, draw strength from your beliefs. If not, you can still
draw on your reserves to strength and belief that you will see this incident through and it will soon be all but a memory.
9.) Aim to stay calm and seek to help after the robbery.
Not only call the Police as soon as it is safe to do so but if needed seek counseling through your
workplace or
through the Police. You need to have a chance to talk about your experience and to air your worries to someone
sympathetic and understanding. The aftermath can be very confusing and anxiety-producing for your so don’t hesitate
to seek help for working through you fear and trauma.
Table of Contents
192
Operating Standards
Table of Contents
193
Daily staffing requirements:



Locations are required to have 2 openers and 2 closers at all times.
Location managers cannot edit schedules without DM approval.
If for any reason a shift cannot be covered to fulfill the obligation, the LM will be required to cover that
shift.
Daily Store Opening Checklist:
For a positive customer experience, every store must ensure the following list is completed before the
store opens.
 Front windows are clean inside and out
 Front entrance is free of debris
 Demo phones are charged and displayed
 Price tags are displayed and accurate
Daily Store Closing Checklist:







Accessory Walls are dusted
Otterbox display is dusted
Showcases are wiped down.
All trash has been taken out
Organize back room
Vacuum/Mop Carpet/Floors
Kiosk only – Lock up demo devices behind counter
Table of Contents
194
3rd Party Employee Plan
Table of Contents
195
Instructions on how to migrate a BYOD or current Sprint account to 3rd Party Employee
Plan
Click here to take you to the 3rd Party Request site
https://sprintscs.quickbase.com/db/bjq6awcme
Click on “Postpaid 3rd Party Employee Request”
Select “Sales Maker” in the Transaction Type box
Table of Contents
196
Enter RMS ID in the first field and STAR Username in the 2nd field. The RMS ID and STAR ID need to
match in Sprint’s systems
Table of Contents
197
Are you opening a new dealer line?
Fill out all of the information required and click on “Save” in the upper right corner (Rate Plans are
available in the attached QRB).
Table of Contents
198
EXECUTIVE PLANS ARE RESERVED FOR EXECUTIVES. DO
NOT TRY TO ACTIVATE THIS PLAN OR YOUR LINE WILL
BE CANCELLED WITHOUT WARNING
Table of Contents
199
Instructions on how to activate a new lease on the 3 rd Party Plan
Click here to take you to the 3rd Party Request site
https://sprintscs.quickbase.com/db/bjq6awcme
Click on “Postpaid 3rd Party Employee Request”
Table of Contents
200
Select “Sales Maker” in the Transaction Type box
Table of Contents
201
Enter RMS ID in the first field and STAR Username in the 2nd field. The RMS ID and STAR ID need to
match in Sprint’s systems
Table of Contents
202
Are you opening a new dealer line?
Select Yes
Click on, “Enrollment Form”
Clicking on Enrollment Form will take you to an external site where you will have to accept the terms
to continue
Table of Contents
203
Once you are in the site, click on “Shop>Phones”
You will be taken to a list of eligible devices that will outline the down payments required as well as
the price of your monthly payment
Table of Contents
204
Once you have made your selection and added to your cart, proceed to the next section. Choose your
plan. Plan descriptions are posted in the attached QRB
Table of Contents
205
Next, select your features and click Continue
Table of Contents
206
Verify the items in your cart, then click Checkout
Table of Contents
207
This next screen requires you to enter all of your billing and account information. Fill out ALL required
fields along with CC info for the down payment. No credit check will be performed, but Sprint will
check to ensure that there are no outstanding unpaid balances between you and them before
activating. If you have a balance owed to Sprint, please ensure you pay off your balance before
proceeding
Table of Contents
208
If you are bringing your PTN over from another carrier, please ensure you enter the required
information before proceeding
Once this is complete, review your order for accuracy and click submit
Table of Contents
209
Corporate Extension List
Table of Contents
210
Arch Telecom Corporate Extension List
855-312-2724
Ext.
Name
Department
Most requests can be handled via the Support Ticket: www.archtelecom.net/support
7771
7762
7731
7727
7737
7740
7790
7789
7493
4790
7726
7751
7733
7735
7106
7758
(347)
5655384
7742
7723
7539
7785
7785
Customer Service
Noriega, Pauline
[email protected]
Customer Service Associate
Human Resources/Payroll/Accounting
Gamsby, Sara
[email protected]
Human Resources Manager
Arabandi, Raj
[email protected]
Payroll Manager
Campos, Karla
[email protected]
HR/Payroll Assistant
Vaswani, Veenu
[email protected]
HR/Payroll Specialist
Warehouse
Gallagher, Sean
[email protected]
Warehouse Manager
Snowman,Scott
[email protected]
Accessory Manager
Dartt, Michelle
[email protected]
RMA Manager
IT
Yerunkar, Asif
[email protected]
Director of IT
Helpdesk
[email protected]
IT Helpdesk
Operations
Mac, Henry
[email protected] Director of Operations
Chi, Michael
[email protected] Senior Operations Manager
Sr. Field Operations
Long, Laura
[email protected] Manager
Tran, Raymond
[email protected] Operations Manager
Aguilar, Camille
[email protected] Operations Specialist
Widjaja, Fabian
[email protected] Reporting Specialist
Obrien, Levi
Director of Information
Systems
[email protected]
Marketing Requests
Amar, Simon
[email protected] Content Manager
Okada, Brandon
[email protected] Marketing Assistant
Loss Prevention
Coffey, John
[email protected]
Director of Loss Prevention
Pricing and RQ4 Invoicing Related Issues
Revenue Assurance
Dang, Supreet
[email protected] Manager
Audit/Commission/Decay Issues
Revenue Assurance
Dang, Supreet
[email protected]
Manager
Table of Contents
211