FAQ
How do I inquire about the status of my Sprint order?
To check the status of your order or if you have an order-related question,
please contact info@orderexperts.com
How do I order?
Please contact Order Experts. We'll explain the processes and provide
you with an order template. We'll also explain all the required fields and
necessary information to get you started. If you already have this information but you are just looking for the order form, click
here.
Why should I use Order Experts?
Order Experts is managed by a group of industry experts dedicated to
providing customers and carriers with a simplified format to facilitate
wireless purchases.
What do I do if my order is lost or stolen?
Contact us immediately, we'll track the order and try to determine where
it may be located. If the order was somehow stolen, we'll explain the
procedure for reporting the theft and how we can re-order for your customer.
Why should we sell the Sprint insurance option to our customers?
Simply put, protect your customer and your commission. If your customer
subscribes to insurance protection, the phone, or covered accessories
(standard battery and charger) can be replaced if lost, stolen, or damaged
for a small deductible. The Insurance Program also provides extended
warranty coverage after the manufacturer's warranty expires.
How do I cancel an order?
To cancel an order that has not shipped we will need to contact customer
care to cancel the order. If the order has already shipped and is within
the 14 day return period we will have to request an RMA kit in order
for your customer to return the product. This process also applies to
warranty returns.
When does the 14 day return start?
The beginning of the 14 days starts once the phone is activated. The
activation initiates the billing processes and usually occurs prior to
the shipment being shipped. Your customer needs to understand this process
so that they have an opportunity to test service and coverage prior to
the 14 days.
How does Order Expert billing process work?
We bill partners on the 1st of each month for the previous month's orders.
Invoices are due with a NET 15 day term.
What is optional support?
Optional support is any additional work above and beyond the normal data
entry of an order. Please contact us for additional examples of optional
support.
How do I order a web portal for my corporate customer?
Fill out the form
here,
and we'll walk you through the process.
Can Order Experts provide me with monthly fulfillment reporting?
Order Experts only provides a copy of the order summary for your records.
Any additional reporting, including monthly reports, can be completed upon request to Order Experts.
Does Order Experts provide any reporting to Sprint?
Order Experts only provides information by request of the channel manager.
It is the partner's responsibility to provide necessary reporting to their
channel management unless contracted with Order Experts to complete that
process.
Does Sprint monitor Order Experts?
Absolutely. Order Experts works directly with channel management across
the country. We work closely with various levels of Sprint to ensure
we are providing the best possible service we can while protecting the
overall interests of Sprint. By leveraging our resources we can provide
the best possible service to our partners and customers.
Who is responsible for contract compliance?
As a Sprint partner you have contractual obligation to Sprint. It is
solely the partner's responsibility for contract compliance and Order Experts
reserves the right to request documentation to ensure contract processes
are in place and or respond to Sprint management or legal requests for
information.
What if I suspect fraud on the part of my customer or sales rep?
Contact us and your Sprint channel manager immediately. We can provide helpful
suggestions that will facilitate the audit and investigation process.
Can I have my sales reps contact Order Experts directly?
We ask that you establish a single point-of-contact for your team to communicate
with Order Experts. This will alleviate any potential miscommunications and
centralize the entire process.
What is the preferred method of ordering?
Security is always a concern. The most appropriate method to order is
to use our quick order entry system online or through a web portal. Order Experts
can work with partners to log into their databases or pull data from
their internal systems. If you send orders by email please be sure to
protect sensitive data by encryption or placing non sensitive information
in an attachment.
How should I setup my order process?
The best way is to centralize everything but Order Experts has some helpful
tips and tools to help you with that process.
Do I have an Order Experts Account Manager?
Order Experts has adopted a team approach in Account Management and Development.
Orders sent to Orders@orderexperts.com will be assigned to one or several members
of the team. Order distribution is predicated on what the customer’s needs are
at the time of ordering.
How does Sprint ship their product?
Sprint ships via UPS or DHL normally by Next Day Air Saver. It is recommended
that you advise your customer of a 3-5 day lead time on all shipments. In most cases orders
are delivered within 48 hours but please be aware that holidays and major
events will cause delays in shipping leads times.
How do I upgrade credit?
Partners will need to complete a Credit Class Upgrade form with their customer.
This process normally takes 48-72 hours depending on the information
provided and can be delayed further if rushed. The lack of fax numbers
and banking contact information typically slows this process. Credit
Upgrade is an involved process, so please be patient and contact us for
additional information.
How do we perform credit verification?
Contact Lightbridge with your PIN code and password. Lightbridge will
ask if the application is a consumer or business application. They will
then request all of the personal information and provide a Sprint assigned
credit class and result depending on the customers favor rating. Neither partners,
Sprint, nor Lightbridge actually sees the customer information and cannot
make changes. Only additional information that is not supplied in the original
verification can be presented by requesting a manual review.
When should I send my customers to a Sprint store?
You should send customers to Sprint stores for services that either you
do not offer or cannot perform.
Can we ship to a P.O. Box?
The only shipping option is by physical address.
What is P2K?
P2K is Sprint’s internal customer management and billing platform.
What is Web BOF?
This is a web-based application that Sprint utilizes for order placement.
BOF is an acronym for Business Order Fulfillment.
How does the customer pay deposit and/or equipment fees?
The customer can use a credit or debit card for deposits and equipment fees.
The name on the card and billing address will be needed to process this
transaction.
How does my customer get their employee discount?
Please include the place of employment and the ten digit Employee Node
Number with your order. You can also send them
here.
What information is needed to port a number?
The exact name, address, and account number as it appears on the Old Service Provider's
(OSP) invoice. An account password in most cases is
required. Please obtain a copy of the customer front page of the OSP
invoice to verify exact spelling as this is an important issue related to
porting.
What is the standard warranty?
The warranty policy varies by device manufacturer. Please refer to the
details offered in the User Guide found under Specifications for the
warranty policy regarding that specific phone. Call Sprint PCS Business
Services at (888) 788-4727 for additional information.
What is Sprint PCS VisionSM?
Sprint PCS VisionSM has full-color applications, advanced multimedia
services such as messaging and access to send and receive email, pictures
and full-color games.
What do I need to use the Sprint PCS VisionSM services?
Your phone must be Sprint PCS Vision-enabled to experience the benefits
of Sprint PCS VisionSM. You also will need to purchase a Sprint PCS Free & Clear
Plan with VisionSM, or you can purchase a service plan without Vision.
This will allow you to take advantage of these services at a casual usage
rate invoiced separately on your monthly invoice. Please view the service
plans available on the website to determine which plan best suits your
needs. For more information, call Sprint PCS Business Services at (888)
788-4727.
Will Sprint PCS VisionSM change how some existing services work?
The services you currently use today will not be affected if you are
an existing customer and do not switch to Sprint PCS VisionSM, however;
to experience the features of VisionSM you must use a Sprint PCS Vision-enabled
Phone.
What is the contract period and early termination fee?
All accounts require a signed contract for a specified term (such as
one or two years) as well as employment and credit verification. If the
contract is terminated during the term, an early termination charge will
be assessed.