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 7-
10 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