Weekly Dealer Winback Claim Status Reports
The report lists ALL winback claims in the last 5 to 6 months, regardless of their current status.
The first page is the “Action Summary” and highlights the quantity of claims that need attention under each status.
The body of the report shows the status of each claim in several aspects:
General Status:
Unregistered: You need to register the winback claim on the main Upside web site or the claim will not proceed.
Registered: The SIM card details have been registered, but the SIM card / handset has not yet arrived at Upside.
Received: The SIM card / handset has been received at Upside.
Incomplete: There is insufficient or wrong information. Please read the comments and contact Upside with the information requested.
Dealer Credit:
Ready to Send: The claim is complete, and will be forwarded to Telecom for credit with the next file
Sent To Telecom: The claim has gone to telecom, but we have not yet received an acknowledgement that the credit has been processed.
Rejected: Dealer Payments have declined the claim for the reason stated under "Payment Reference".
Paid: The claim has been paid. The Dealer Payment batch reference and the winback payment amount are shown under "Payment Reference".
Ineligible: The Dealer is not entitled to a WINBACK credit for this claim via Upside. You may have other entitlements paid directly from Telecom. Note that the CUSTOMER may still be entitled to a winback credit.
Payment Reference:
Paid : The Dealer Payment batch reference and the winback payment amount
Rejected: The message is provided by Telecom Dealer Payments. Common messages are:
Connection > 1 year: Your claim is too old. Sometimes this message arises if the phone number is incorrect.
Previously Paid: This message usually occurs where a Dealer has a corporate deal and the winback entitlement is paid manually by Dealer Payments. Therefore when Upside submits the claim later, a second payment is stopped.
No new connection number: The number may be an upgrade, therefore not entitled to a winback claim, or has been disconnected. Sometimes this message arises if the phone number is incorrect.
Invalid Mobile Number: There is an error in the phone number.
Prepaid Connection: Pre-paid connections are not normally eligible for a winback claim.
Please contact Telecom Dealer Payments to query any declined payment.
Customer Credit:
Ready to Send: The claim is complete, and will be forwarded to Telecom for credit with the next file
Sent to Telecom: The claim has gone to Telecom, but we have not yet received an acknowledgement that the credit has been processed.
Declined: Telecom have declined the claim for the reason stated under "Customer Credit Ref"
Credited: The customer's account has been credited. The credit Service Order reference and the winback credit amount are shown under "Customer Credit Ref".
Ineligible: The customer is not entitled to a WINBACK credit for this claim via Upside. They may have other entitlements paid directly from Telecom. Note that the DEALER may still be entitled to a winback payment.
Customer Credit Ref:
Credited: The credit Service Order reference and the winback credit amount.
Declined: The message is provided by Telecom Dealer Support. Common messages are:
Check! Credit Recently Applied: There may be a manual credit on the customer's account for some reason. Contact Upside if you think that there is still a winback credit due to the customer.
Not a current connection: It may be that the claim is too old.
Line number not found in Subscriber Master : The number may be an upgrade, therefore not entitled to a winback claim, or has been disconnected. Sometimes this message arises if the phone number is incorrect.
Prepaid Mobile !: Pre-paid connections are not normally eligible for a winback credit.
If there is an error in the information shown on the report, send corrections to winback@upside.co.nz . Please include the Upside reference, or the connection number shown on the report so we know exactly which claim is to be corrected.
Comments:
In either case, please advise Upside of the correct information.
