RadioShack / Equipment Protection Plan Common Scenarios & Notes
1. When do we attempt or apply the Retention Script?
* No need to attempt retention:
* If customers dont have the phone/devices anymore or stolen/sold to somebody
* Attemp Retention:
* Upgraded equipment. Have a new service plan.
* Have service plan with another company.
* No longer need service plan.
* Cost of service plan
* Caller is the card holder but not the account holder
2. RadioShack/Equipment Protection Plan Retension Script:
* Before I make this change for you Mr. or Ms. ______I'd like to review some of the key benefits of your (agent speaks the company name associated with the service plan: Radio Shack Service Plan or Target Mobile Service Plan). You have coverage for all manufacturer defects, normal wear and tear and accidental issues (if you purchased it). There is no deductible unless you have an accidental issue. Your (use name of company -- Radio Shack or Target Mobile) Service Plan covers your phone's battery should it no longer hold a charge, and it covers accessories you purchased at the same time of enrollment. Would you like to reconsider before giving up this valuable protection?
3. How will you explain if you encounter calls from RS/Equipment Protection Plan customers asking how & why we have their updated credit card information?
* Cybersource/Monexa Billing is running a program called Account Updater and this program updates the credit card information if a Bank replaced a lost/stolen credit card. If issuing bank participates in this program, their will be an automated update on credit card information in Monexa Billing - credit card number & expiry date will be updated.
4. What is the billing process for RadioShack/Equipment Protection Plan or how customers are billed?
* Customers are billed 15 days prior to the coverage ending date or next billing cycle
* If that fails, They system will send the customer an e-mail.
* We will then make another attempt to Bill the customer, 7 days later and again 7 days after that.If all 3 billing attempts have failed the customers account is cancelled and their warranty is also closed at Assurant.
5. RadioShack / Equipment Protection Plan - Refund Policy
* Agents should not be OFFERING to send a request for a refund unless the customer specifically asks for one. The first response to a refund request should be: "I am sorry, this is a no refund plan." Customers should be referred to their service plan brochure, Section 16, Cancellations which states monthly pay customers may cancel at any time but no refund is due.
We are only issuing refunds for very specific reasons.
1) Agent error (expiry date set incorrectly so customer was billed again)
2) Store error (to be decided by RadioShack)
3) If they are billed the same day they cancel
* Section 16 Cancellations. It clearly explains that a monthly billing plan can be cancelled at any time but no refund will be issued
6. How will you explain to customer if he insist that he was not told he will be billed early! KB Article (ID: 19986)
* Customer's have to agree to the terms of the contract by pushing an ACCEPT button that is on the pen pad device in order to agree to the plan. This contract clearly indicates their next billing can be within two months, not after two months of the purchace date. See below for the relevant verbiage from the contact:
I agree to a monthly Radioshack service plan and its Terms and Conditions. Today I agree to pay for 2 monthly payments after which I agree to have my credit card ending in XXXX to be billed monthly for $XXX (plus applicable taxes) for the purchase of this Radioshack Service Plan on XXX (which names the product). The next billing will occur WITHIN 2 months from the date of purchase. In the event my credit card ending in XXX becomes invalid, I agree to provide Radioshack 877-847-7957or RadioShack.com/RecurringBilling or as otherwise designated with updated information or a new valid Credit Card number and or Expiry date 30 days prior to the Service Plan Payment Due Date to avoid interruption of coverage.
7. What will you do if customers account is on a Suspended status?
* If a customer account is in a SUSPENDED status as a result of 3 billing failures and they contact us during this 14 day window to update their credit card information, WE SHOULD ALSO PROCESS A PAYMENT TO BRING THE CUSTOMER CURRENT. Please refer to KB article 20285 on processing manual payments.
For suspended accounts & credit card information needs to be updated:
* Try to direct customer to update CC on the website/online
* Cold transfer call to PCI Agent to update CC information over the phone & to process Manual Payment
* Cancelled Accounts: DO NOT update card information or re-enable accounts in ITAPP that have been cancelled.
8. What will you tell to customers who will ask why he/she got Radioshack on his billing statement, when he/she purchased the phone at Target or vice versa?
* Just inform him/her that RadioShack is Reselling the warranty service plan to Target/Equipment Protection Plan or Vice-versa.
9. What will happen if a RadioShack/Targetcustomer pays with two or more credit cards
* It is always the FIRST CREDIT CARD listed or captured will be billed for the monthly billing.
10. Service Plan Upgrade: Customers can upgrade their Service Plan only in the first 30 days. They would need to return to the store and basically the store would issue a refund for the plan. Then re-sell them the upgraded plan on a separate ticket. Nothing we can do if they are past the upgrade point.
11. Requirements in creating a password in the Recurring Billing Master account.
* Between 5-16 characters
* It must contain at least one upper case letter and one non-alpha character
* It cannot match the first name, last name or username
12. RadioShack/Equiprment ProtectionPlan Cancellation Process.
* Cancelations within the first 30 days after purchase need to be completed in the store of purchase. After 30 days, the account can be canceled by calling our Support Hotline and tech support will set the account to Expire 1 day before the next billing cycle. If customer has a Pending Invoice due to failed payments upon cancellation, tech support may set the account status to Cancelled to avoid future billing.
13.RadioShack / Equipment Protection Plan Contact Points
RadioShack Main URL: www.radioshack.com
E-mail Support: [email protected]
Assurant Phone #: 800-433-5502
Radioshack General Support #: 800-843-7422
Equipment Protection Plan Main URL: https://www.equipprotectionplan.com
E-mail: [email protected]
Assurant Phone #: 866-205-5851
Equipment Protection Plan General Support #: 888-998-1764
1. When do we attempt or apply the Retention Script?
* No need to attempt retention:
* If customers dont have the phone/devices anymore or stolen/sold to somebody
* Attemp Retention:
* Upgraded equipment. Have a new service plan.
* Have service plan with another company.
* No longer need service plan.
* Cost of service plan
* Caller is the card holder but not the account holder
2. RadioShack/Equipment Protection Plan Retension Script:
* Before I make this change for you Mr. or Ms. ______I'd like to review some of the key benefits of your (agent speaks the company name associated with the service plan: Radio Shack Service Plan or Target Mobile Service Plan). You have coverage for all manufacturer defects, normal wear and tear and accidental issues (if you purchased it). There is no deductible unless you have an accidental issue. Your (use name of company -- Radio Shack or Target Mobile) Service Plan covers your phone's battery should it no longer hold a charge, and it covers accessories you purchased at the same time of enrollment. Would you like to reconsider before giving up this valuable protection?
3. How will you explain if you encounter calls from RS/Equipment Protection Plan customers asking how & why we have their updated credit card information?
* Cybersource/Monexa Billing is running a program called Account Updater and this program updates the credit card information if a Bank replaced a lost/stolen credit card. If issuing bank participates in this program, their will be an automated update on credit card information in Monexa Billing - credit card number & expiry date will be updated.
4. What is the billing process for RadioShack/Equipment Protection Plan or how customers are billed?
* Customers are billed 15 days prior to the coverage ending date or next billing cycle
* If that fails, They system will send the customer an e-mail.
* We will then make another attempt to Bill the customer, 7 days later and again 7 days after that.If all 3 billing attempts have failed the customers account is cancelled and their warranty is also closed at Assurant.
5. RadioShack / Equipment Protection Plan - Refund Policy
* Agents should not be OFFERING to send a request for a refund unless the customer specifically asks for one. The first response to a refund request should be: "I am sorry, this is a no refund plan." Customers should be referred to their service plan brochure, Section 16, Cancellations which states monthly pay customers may cancel at any time but no refund is due.
We are only issuing refunds for very specific reasons.
1) Agent error (expiry date set incorrectly so customer was billed again)
2) Store error (to be decided by RadioShack)
3) If they are billed the same day they cancel
* Section 16 Cancellations. It clearly explains that a monthly billing plan can be cancelled at any time but no refund will be issued
6. How will you explain to customer if he insist that he was not told he will be billed early! KB Article (ID: 19986)
* Customer's have to agree to the terms of the contract by pushing an ACCEPT button that is on the pen pad device in order to agree to the plan. This contract clearly indicates their next billing can be within two months, not after two months of the purchace date. See below for the relevant verbiage from the contact:
I agree to a monthly Radioshack service plan and its Terms and Conditions. Today I agree to pay for 2 monthly payments after which I agree to have my credit card ending in XXXX to be billed monthly for $XXX (plus applicable taxes) for the purchase of this Radioshack Service Plan on XXX (which names the product). The next billing will occur WITHIN 2 months from the date of purchase. In the event my credit card ending in XXX becomes invalid, I agree to provide Radioshack 877-847-7957or RadioShack.com/RecurringBilling or as otherwise designated with updated information or a new valid Credit Card number and or Expiry date 30 days prior to the Service Plan Payment Due Date to avoid interruption of coverage.
7. What will you do if customers account is on a Suspended status?
* If a customer account is in a SUSPENDED status as a result of 3 billing failures and they contact us during this 14 day window to update their credit card information, WE SHOULD ALSO PROCESS A PAYMENT TO BRING THE CUSTOMER CURRENT. Please refer to KB article 20285 on processing manual payments.
For suspended accounts & credit card information needs to be updated:
* Try to direct customer to update CC on the website/online
* Cold transfer call to PCI Agent to update CC information over the phone & to process Manual Payment
* Cancelled Accounts: DO NOT update card information or re-enable accounts in ITAPP that have been cancelled.
8. What will you tell to customers who will ask why he/she got Radioshack on his billing statement, when he/she purchased the phone at Target or vice versa?
* Just inform him/her that RadioShack is Reselling the warranty service plan to Target/Equipment Protection Plan or Vice-versa.
9. What will happen if a RadioShack/Targetcustomer pays with two or more credit cards
* It is always the FIRST CREDIT CARD listed or captured will be billed for the monthly billing.
10. Service Plan Upgrade: Customers can upgrade their Service Plan only in the first 30 days. They would need to return to the store and basically the store would issue a refund for the plan. Then re-sell them the upgraded plan on a separate ticket. Nothing we can do if they are past the upgrade point.
11. Requirements in creating a password in the Recurring Billing Master account.
* Between 5-16 characters
* It must contain at least one upper case letter and one non-alpha character
* It cannot match the first name, last name or username
12. RadioShack/Equiprment ProtectionPlan Cancellation Process.
* Cancelations within the first 30 days after purchase need to be completed in the store of purchase. After 30 days, the account can be canceled by calling our Support Hotline and tech support will set the account to Expire 1 day before the next billing cycle. If customer has a Pending Invoice due to failed payments upon cancellation, tech support may set the account status to Cancelled to avoid future billing.
13.RadioShack / Equipment Protection Plan Contact Points
RadioShack Main URL: www.radioshack.com
E-mail Support: [email protected]
Assurant Phone #: 800-433-5502
Radioshack General Support #: 800-843-7422
Equipment Protection Plan Main URL: https://www.equipprotectionplan.com
E-mail: [email protected]
Assurant Phone #: 866-205-5851
Equipment Protection Plan General Support #: 888-998-1764