Overview
Please follow this process on Phone returns on installments.
Remember**
We cannot return AppleCare. It is the customer’s responsibility to reach out to Apple to either get a refund, or to move it to a new device. There is a contact number on the AppleCare agreement that is printed for the customer, or they can go to this website: https://support.apple.com/en-us/HT202704
Handset protection can be returned. If a customer is buying a new phone, we can transfer the protection to the new phone. If a customer is not buying a new phone, we can return the payment as long as it is within the 15-day return period. Remember we can’t do a partial credit card refund. If they are not wanting the money to stay in open credits, they will receive a check within 4-6 weeks. It is your responsibility to communicate this with accounting.
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Returning Phone Purchased on Installments
1. Get the original invoice information.
2. Open “Credit” screen from POS.
3. Cancel out of the Invoice History Credit.
4. Add a line and right click
5. Description- Used- Used 4G
6. Close the serial number box that pops up.
7. Under quantity enter “-1”
8. Enter the serial number on the return screen that pops up. Double check it is being returned to Stock, Used.
9. If the disconnect screen appears, use the X of just that screen to exit out if you do not want to disconnect the number.
10. Enter the cost of the phone (pretax) under Unit Price.
11. Add a line and charge 30% restocking fee (off the original amount of the phone pretax). W-ADJ-RSK
12. Add your comment, including original invoice number, phone information and why they are returning it.
13. Move the credit amount through Manage account to pay off the installment.
a. If the customer paid 10% - They will owe the rest of the installment balance after the credit is applied.
b. If the customer paid 30% - There should be no credit remaining or balance owing.
c. If the customer paid 50% - There will be a credit left on the account. Best case scenario, they approve this credit to remain in Open Credits. If they would like their money back, we can start the process for them to receive a check in the mail. If they would like the money back on their card, we can reverse the payment before returning the phone. This takes 3-5 business days to process back to their account and the customer is responsible for paying the 30% restocking fee the same day (we can’t wait for the money to process back to their card).
Conclusion
This process will allow you to move the credit for the phone to zero out the current installment. If you have additional question, Please reach out to your Supervisor/Lead.
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