wireless shop

Products and Services

The Wireless Shop offers:• Post-Paid services with new handsets• Contract extensions and service upgrades• Add-a-line services• Phone only options• Device Protection through NCOA• Accessories• Data and content services

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Carriers

How do we work with the Carriers?• In order for The Wireless Shop to provide

customers with the full suite of wireless services, we have entered into a special agreement with our partners to provide wireless service from the nation’s top Carriers

• We offer services through:

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Carriers

Advantages of being an Authorized Dealer:• One of the greatest benefits we offer through

The Wireless Shop is choice!• Not all carriers are available in all areas• Some customers may not qualify for a specific

Carrier

• In these situations, the best thing to do is make suggestions

• To do this effectively, it is important to be familiar with major selling points for each Carrier

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Order Processing Policies

Age• All customers must be 18 years of age or older

to place an order through the The Wireless Shop site

Ancillary Products and Services• Ancillary Products and Services may be pitched

on a sales call. Ancillary Services include: Device Protection Accessories Features

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Billing Zip Code• The Billing Zip Code must be entered at the

Offer Screen or before• Once an agent leaves the Offer Screen the

Zip Code cannot be changed• The Billing Zip Code not only affects the

availability of Carriers, but also the rate plans available

• If a specific Carrier is not available in the Billing Zip Code, it means the Carrier does not service that area

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Contract Extensions/Upgrades• Contract Extensions and Upgrades through The

Wireless Shop are essentially the same thing• They will allow the customer to stay with their

Carrier and keep his/her current phone number, while getting a new phone and signing a new two (2) year contract

• Breakdown – In every Contract Extension through The Wireless Shop, the customer will get:• New Phone• New Contract• Same Phone Number• Same Carrier

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Contract Extensions/Upgrades• The Carrier in every situation will determine eligibility

based on the customer’s past payment history• The guidelines below are to help an agent determine

if the order has a good chance of activating and shipping Alltel: Upgrade up to 2 lines

• Must be in the last 3 months of a 2 yr contract AT&T: Upgrade up to 5 lines

• Must be in last 2 months of a 2 yr contract Sprint/Nextel: Upgrade up to 5 lines

• Must be in the last 2 months of a 2 yr contract• Customers can “migrate” at any time

T-Mobile: Upgrade up to 2 lines• Must be in the last 2 months of a 2 yr contract

Verizon: Upgrade up to 5 lines• Must be in the last 2 months of a 2 yr contract

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Credit CardBy law we are required to give the customer the total

charged to their credit cardAt the point of sale, the credit card will receive an

authorization effectively “holding” the amount of funds to be charged If the customer is approved, the card will be charged that

amount If the customer is not approved, the authorization will be

removed, and the customer will not be charged In the case of free phones, a $1 authorization will be placed

on the card When the phone is activated and is shipped, the

authorization will be removed, and the customer will not be charged any amount

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Credit Card Error MessagesThe Wireless Shop will return a specific error

message if the credit card used is not able to be processed In this case, read the error message to the customer, and

request the specific information listed on the screen In the case of insufficient funds, or an error related to the

specific card, try to get another card that works Submitting the same card after an error, (unless related

to the CVN or a mistyped digit) will result in further errors, and could place multiple authorizations on the card

Note: Fortune Wireless Representatives may not use their personal credit card to place a customer’s order.

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Credit Approval ProcessCredit Approval may take up to 24 hours, but

in many cases a decision is rendered much sooner

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E-MailAn e-mail address is required on all customer

orders This is how The Wireless Shop communicates with

all customers In addition, some Carriers require the customer to

accept terms and conditions through email If the customer does not have an email address,

agents may enter the address of the customer’s friend or family member so the customer may check the status through that address

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Equipment Discount ProvisionOn average, The Wireless Shop discounts the price of

all new phones sold through our website by $250 - $300We only make money over the long term, when the

customer fulfills the obligations of the purchase agreement by maintaining an active line of service with the carrier

Number of PhonesCustomers may order up to 5 Phones on a Shared Plan,

or 5 Phones on Individual Plans on a New ActivationFor Contract Extensions/Upgrades, please refer to the

Contract Extensions/Upgrades section of this document

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Phone Only OrdersSimply click on the link under

the phone price and the page will reload

Click on buy phone onlyand the phone price will update

Place the order the as normalbut you will have the versatilityof not having to choose a plan

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Returns• Customers may return their order by canceling service with

the Carrier within 15 days of activation, and returning their merchandise in original, new condition within 30 days of activation, for a full refund

Shipping

• Currently, there are three (3) methods of shipping via Federal Express. They are: Standard 2nd Business Day Next Business Day

The costs associated with these shipping types are on the The Wireless Shop storefront, and change with the number of phones and type of order

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SSN• A Social Security Number is required on all orders• This is required by the Carrier, and an order cannot be

placed without it• Some customers will be reluctant to give their SSN

Most commonly, information on Verisign encryption should be enough to overcome the objections

In other cases, informing the customer that through the store they will still have to give this information, but the phone prices will be higher

There is usually one solid rebuttal that will work for the reluctant customer, but in some cases the agent may have to use several to find the right one

Be patient, and always emphasize that keeping the customer’s private information secure is of utmost importance to us and we take all precautions to keep it secure

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Substitute LinesA Substitute Line is when an existing customer gets a new

line of service with the same Carrier and plans to replace the old service with the new service. It is a New Phone, New Plan, and New Phone Number with the same Carrier.

The customer can have more than one line of service with a Carrier. However, if he/she cancels the existing service to active a new line of service, he/she will be charged $250 under the Equipment Discount Provision. Our offers are for new customers only and if the customer deactivates service to substitute it with a new service, they are not truly a new customer.

Our responsibility is to inform the customer that he/she CANNOT DEACTIVATE HIS/HER EXISTING SERVICE FOR 180 DAYS or he/she will be charged $250-$300 under the Equipment Discount Provision described in the Disclosures.

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Third Party OrdersA Third Party Order is when a customer wants

to place an order in someone else’s nameYou cannot place a third party order unless the

person whose name is going on the account is available and can be clearly heard giving authorization If authorization is not gained from the person whose

name is being used, and the order is placed in someone else’s name it is fraud

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WLNP (Wireless Local Number Portability) - PortingPorting means transferring an existing phone number

from one Carrier to a different CarrierPorting is free of charge and the time it takes for the

number to transfer varies from Carrier to CarrierAs an authorized dealer it is important to find out if

the customer is under contract or notPorting a number cancels the existing Plan and

Service with the existing CarrierIf the customer is under contract they will be charged

the Carrier’s Early Termination Fee This charge varies by Carrier and it is up to you to advise the

customer of this potential cancellation feePorting is not allowed from state-to-state

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In-Bound Calls to FHTM Call CenterHandling Issues/Inquiries

If the order has been placed, direct customer to WIMO (Whereismyorder.com)

If WIMO does not satisfy the inquiry, has the customer called The Wireless Shop (Simplexity)?

If the customer has exhausted all resources available to them and they still have an issue – Lisa can send an escalation email to a Simplexity/Wireless Shop escalation team member.

If a Wireless Shop team member has not resolved or contacted the customer or Lisa within 24 hours please contact Jason Goldman or Julie Ossipove at Simplexity.

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WIMO – whereismyorder.com

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Business AccountsWe currently support the following: Sprint-Business Plans and discounts T-Mobile - Setup as a business, but only on Consumer plans. We do not get commission on

Business plans so they are not supported. In other words, you can have your account setup on the business tax id, but your rate plans will be normal consumer plans

Alltel - Same as T-Mobile AT&T and Verizon cannot be sold as businesses Cyber Risk Requirements:In order to pass a business order, we need the following: Scanned copy of the IRS SS-4 document which must include the Tax ID, Business Name and

address on the order A business email address (i.e. [email protected] would be acceptable on an order for

Simplexity, while [email protected] would not be accepted). No Yahoo, MSN, Hotmail, Gmail, aol.com email addresses will be accepted

Business must have a website These requirements are very strict due to the fact that there are no tools for validating business in

terms of fraud. All of our current tools are based upon validating consumers. There are no tools out there designed to validate businesses in an online environment

Carrier Requirements: IRS documents will normally be the only requirement, but they may also ask for: Bank Statements Utility bills A special contract to be signed for accounts over 5 lines with Sprint

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Handset Insurance - NCOAWhat is covered? Theft with police report Damage Malfunction – after 30 days Loss – may require a police report and/or recent cell phone bill for validation of request for serviceWhat is not covered? Loss of use and any consequential loss – the real or perceived loss of data, time, financial opportunity or any

other consequence arising from the loss of use of the wireless device Normal wear and tear or negligence Inventory shortage – if the device lost is no longer available, a similar model will be issued as a replacement Dishonest or malicious acts by member or authorized users Non-functional damage – e.g. marring, scratching, chipping, unless caused by theft or threat thereof Negligent water damage or pervasion corrosion due to normal wear and tear Loss in a body of water Unexplained disappearance Theft from unattended premises or a vehicle not reasonably secured In transit either through postal or courier services Incidents outside the US/Canada

If you change your device during your membership to a similar or different wireless device, you must contact NCOA and update your records with your new phone’s IMEI or ESN (electronic serial number of your device). NCOA tracks your membership based on the IMEI or ESN that is on file with your membership.

For requests or questions – 800.654.5590 or www.joinncoa.net

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Questions

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