Dispute Basiccastillo
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Disputes
What is a Dispute?
Disputes are opened in an effort to resolve customer issues when they are disputing a charge or claiming that they are having issues. For example, A payment hasn't posted but the customer claims that the payment was made. Customer states his/her equipment has been returned and the credit has not been applied
How do Disputes work?
Opening a dispute allows Sprint time to research the issue and gives the customer a temporary reprieve from the disputed amount due until the issue can be researched. The disputed amount is automatically removed from collection activity. Upon resolution, the disputed amount is either permanently removed from the BAN or it is added back to the balance (depending on the situation).
What You Need to Know About Disputes
Log a dispute on an account when there is a valid customer dispute as identified in the Ensemble Dispute Code Matrix. Use the Ensemble Dispute Code Matrix in KMS to determine the appropriate dispute reason code. Include notes regarding the dispute with a good description of the issue. If the customer does not have all the information that is required don't log the dispute If the Time Frame has not passed , don't log the dispute
What happens when disputes are logged incorrectly?
First and the foremost if the dispute is not logged correctly, it is the same as not logging one at all. When logged incorrectly, the customer's issue is not handled effectively and it causes duplication of efforts for Sprint. The customer must call back to report the problem again A representative must open a new dispute. If a dispute is logged incorrectly or not at all, it can lead to the customer's account being suspended in error
Why is it important to enter a payment dispute correctly for a customer? • A payment dispute systematically removes the payment in question from collection activity, in the event a customer's account is past due, until the dispute is Closed or Resolved. • Only 38% of payment disputes submitted by specialists are complete and accurate. • The bottom line is customer satisfaction, and this is achieved by entering a payment dispute correctly each and every time for a customer. • Note: 38% is based on monthly payment dispute data displayed in the pie graph.
When to Not Log a Dispute?
When a previous dispute has been closed with the Refusal code. When there is already an open dispute for the customer's issue and the customer wants to add additional information to the dispute. Do not open dispute for APC unapplied payment issue we need the original receipt # mailed to: 6360 Sprint Parkway, Overland Park, KS 66251, Mail stop: KSOPHE0302
Cash by mail because there is no way to verify the payment If the Account has been refered to an Outside Collection Agency ( OCA ).
we need the original receipt # mailed to: 6360 Sprint Parkway, Overland Park, KS 66251, Mail stop: KSOPHE0302
Steps to create Disputes
Dispute codes and its required information
Payments made on sprint.com using debit/credit card or Checking account. Posting time: 15min - 4hrs
Paymet made through the IVR (*3) using a debit/credit card or cking account. Posting time: 15min - 4hrs
Payments made over the phone through CFS using debit/credit card or cking account. Posting time:15min 4hrs
•
Ck payment mailed to sprint lockbox. Posting time 710 calendar days
Money Order mailed to sprint lockbox (this is not an approved sprint pymt method) Posting time 7-10 calendar days
•
Payment made through Money Gram cash or credit card. Posting time 2-4 hours
•
Payments made through Western Union Swift payment. cash or credit card. Posting time 24-72 hours
•
Payments made through Global Express payment service cash or credit card. Posting time 48-72 hours
•
In Person Payments, Non Sprint Store cash or credit card. Posting time 1-4 hrs
•
Pre Cash Payments. Posting time 1-4 hrs
•
Payments made through authorized sprint store. Cash/Credit Card/Ck. Posting time, 1-4 hrs
This number does not start with ZERO
•
Payments made thorugh customer's bank online/ Payments made throught the MyCheckFree.com webside. (credit/ck)
Posting time, 24-72 hrs / 10 days if pymt has to be mailed to sprint
•
Customer wants financial information removed from sprint systems Credit/Debit/Ck.
Equipment Disputes
Important Info •
Not all the equipment qualifies for a credit.
•
If any contents are missing or if the incorrect equipment is received, a credit or refund will not be processed, and the incorrect items sent to us will not be returned. Customers should always be referred to the original place where they bought the phone for replacements, or returns.
•
•
Customers have 15 days to return their damaged phone, after they receive the Asurion's replacement phone.
• Any delay in returning the defective device phone within 15 days will result in a non-refundable charge to your Sprint account of $50-$200 depending on the phone model. • Sprint reserves the right to charge an additional fee of $125 for phones found to be damaged beyond repair or $75 for phones showing no sign of defect • Sprint cannot guarantee that special downloaded features such as ringtones, games, photos, etc. can be transferred
Some tips when searching advance exchange information: Read the Memos and try to locate Service and Repair notes. Using I-Connect or KMS go to Tools and select Saevt tool Then enter the information required (Order Number and PTN)
In that way you will determine when the equipment was sent to the customer and if the customer has sent the replacement back to our warehouse.
Dispute codes and its required information •
Equipment was never ordered or accepted by the customer.
Dispute codes and its required information •
Equipment price does not match the amount offered.
Dispute codes and its required information •
Equipment returned within the 30 days guarantee period, that has not received a credit (Sent back 11 or more days ago).
Dispute codes and its required information •
Equipment returned as part of an insurance claim, and charged as not returned on the bill.(Sent back more than 11days ago).
NOCOL and its use •
This code is used when customer requires PA on accounts that are not delinquent.
•
Use this code if customer states his pymt will be after the Close Date.
•
Do not use this code if the customer will pay between the Due Date and the Close Date, just note the account account .
•
Never use this code if the account is over the Spending Limit. (use slexce/slexvh)
•
Customers should pay Balance in full or Past due within 14 days, if they request more time or less money to pay, talk to your supervisor
NOCOL
What is a Dispute?
Disputes are opened in an effort to resolve customer issues when they are disputing a charge or claiming that they are having issues. For example, A payment hasn't posted but the customer claims that the payment was made. Customer states his/her equipment has been returned and the credit has not been applied
How do Disputes work?
Opening a dispute allows Sprint time to research the issue and gives the customer a temporary reprieve from the disputed amount due until the issue can be researched. The disputed amount is automatically removed from collection activity. Upon resolution, the disputed amount is either permanently removed from the BAN or it is added back to the balance (depending on the situation).
What You Need to Know About Disputes
Log a dispute on an account when there is a valid customer dispute as identified in the Ensemble Dispute Code Matrix. Use the Ensemble Dispute Code Matrix in KMS to determine the appropriate dispute reason code. Include notes regarding the dispute with a good description of the issue. If the customer does not have all the information that is required don't log the dispute If the Time Frame has not passed , don't log the dispute
What happens when disputes are logged incorrectly?
First and the foremost if the dispute is not logged correctly, it is the same as not logging one at all. When logged incorrectly, the customer's issue is not handled effectively and it causes duplication of efforts for Sprint. The customer must call back to report the problem again A representative must open a new dispute. If a dispute is logged incorrectly or not at all, it can lead to the customer's account being suspended in error
Why is it important to enter a payment dispute correctly for a customer? • A payment dispute systematically removes the payment in question from collection activity, in the event a customer's account is past due, until the dispute is Closed or Resolved. • Only 38% of payment disputes submitted by specialists are complete and accurate. • The bottom line is customer satisfaction, and this is achieved by entering a payment dispute correctly each and every time for a customer. • Note: 38% is based on monthly payment dispute data displayed in the pie graph.
When to Not Log a Dispute?
When a previous dispute has been closed with the Refusal code. When there is already an open dispute for the customer's issue and the customer wants to add additional information to the dispute. Do not open dispute for APC unapplied payment issue we need the original receipt # mailed to: 6360 Sprint Parkway, Overland Park, KS 66251, Mail stop: KSOPHE0302
Cash by mail because there is no way to verify the payment If the Account has been refered to an Outside Collection Agency ( OCA ).
we need the original receipt # mailed to: 6360 Sprint Parkway, Overland Park, KS 66251, Mail stop: KSOPHE0302
Steps to create Disputes
Dispute codes and its required information
Payments made on sprint.com using debit/credit card or Checking account. Posting time: 15min - 4hrs
Paymet made through the IVR (*3) using a debit/credit card or cking account. Posting time: 15min - 4hrs
Payments made over the phone through CFS using debit/credit card or cking account. Posting time:15min 4hrs
•
Ck payment mailed to sprint lockbox. Posting time 710 calendar days
Money Order mailed to sprint lockbox (this is not an approved sprint pymt method) Posting time 7-10 calendar days
•
Payment made through Money Gram cash or credit card. Posting time 2-4 hours
•
Payments made through Western Union Swift payment. cash or credit card. Posting time 24-72 hours
•
Payments made through Global Express payment service cash or credit card. Posting time 48-72 hours
•
In Person Payments, Non Sprint Store cash or credit card. Posting time 1-4 hrs
•
Pre Cash Payments. Posting time 1-4 hrs
•
Payments made through authorized sprint store. Cash/Credit Card/Ck. Posting time, 1-4 hrs
This number does not start with ZERO
•
Payments made thorugh customer's bank online/ Payments made throught the MyCheckFree.com webside. (credit/ck)
Posting time, 24-72 hrs / 10 days if pymt has to be mailed to sprint
•
Customer wants financial information removed from sprint systems Credit/Debit/Ck.
Equipment Disputes
Important Info •
Not all the equipment qualifies for a credit.
•
If any contents are missing or if the incorrect equipment is received, a credit or refund will not be processed, and the incorrect items sent to us will not be returned. Customers should always be referred to the original place where they bought the phone for replacements, or returns.
•
•
Customers have 15 days to return their damaged phone, after they receive the Asurion's replacement phone.
• Any delay in returning the defective device phone within 15 days will result in a non-refundable charge to your Sprint account of $50-$200 depending on the phone model. • Sprint reserves the right to charge an additional fee of $125 for phones found to be damaged beyond repair or $75 for phones showing no sign of defect • Sprint cannot guarantee that special downloaded features such as ringtones, games, photos, etc. can be transferred
Some tips when searching advance exchange information: Read the Memos and try to locate Service and Repair notes. Using I-Connect or KMS go to Tools and select Saevt tool Then enter the information required (Order Number and PTN)
In that way you will determine when the equipment was sent to the customer and if the customer has sent the replacement back to our warehouse.
Dispute codes and its required information •
Equipment was never ordered or accepted by the customer.
Dispute codes and its required information •
Equipment price does not match the amount offered.
Dispute codes and its required information •
Equipment returned within the 30 days guarantee period, that has not received a credit (Sent back 11 or more days ago).
Dispute codes and its required information •
Equipment returned as part of an insurance claim, and charged as not returned on the bill.(Sent back more than 11days ago).
NOCOL and its use •
This code is used when customer requires PA on accounts that are not delinquent.
•
Use this code if customer states his pymt will be after the Close Date.
•
Do not use this code if the customer will pay between the Due Date and the Close Date, just note the account account .
•
Never use this code if the account is over the Spending Limit. (use slexce/slexvh)
•
Customers should pay Balance in full or Past due within 14 days, if they request more time or less money to pay, talk to your supervisor
NOCOL
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